BoB is *****ing money

We have recently emigrated to the UK and sold many of our things on the bid or buy platform. I have had two negative reviews on my account, but I have given the buyers the option to send back the items that they have bought for a refund. Both these tickets have not responded to my email or communication of the BoB or buy platform.

Yet bid or buy still refuse to release the money on my account. Even though all my communications have gone directly through BoB, they still insist that I should get the issues resolved. They don't read the comments on their own platform and it feels like they are trying to force me to give these people their money back without me receiving my items back. Which is absolutely ridiculous.