Reversal of deposit

I requested the bank to do a reversal to one of the account that is on hold becuase the account holder is a foreigner and doesnt have a permit. Now they telling me they cant reverse cause the account is on hold the guy must go to the branch and uplift the hold. Firstly he cant uplift the account that is the reason we requesting for the reversal and if he does uplift the hold the there is no reason for the reversal. Can the money just not be reversed? they called the gy to ask him permission to reverse and he agreed, what is so difficult.