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Payment under review - issues

Hi, I have been trying to contact customer support for 5 days now. The chat is never working, my emails are left unanswered and I've spent 5 days trying to call the operator, never being connected after the wait time of 15 minutes+. I have a payment frozen / under review in my account. I was informed it was because the sender needed to provide more information; and they have. The payment is still under review. I was also informed it will be released after 7 days if the information is insufficient, but that has not been done either. Please, can you either release the payment or return it to the sender, or at least update me on when I can expect to see resolution of this issue? Thank you.