Bidvest keeping hard earned money

I have done electronic payments with Bidvest since May 2023. Our company is a Boutique Hotel with significant amounts paid into the Bidvest merchant app. I made 5 (five) payments from our clients on 8 September 2023.

Those amounts were put on hold and we were informed that we were placed under audit, a few days later, after enquiring about our money. We then asked what was required so that we could speed up the process as we need to pay accounts. We were contacted by Bidvest Internal Staff and they said they needed to confirm the payments with the cardholder. I gave them the cardholder details and they contacted them. Only the following day I was informed that they also require the invoices that were given to the cardholder.

AGAIN a few days later we were told they are now waiting for the bank to send a letter confirming all the information we have supp**** is correct. We then phone our client again and ask them to speak to the bank and send the letter to Bidvest. This was done immediately by the bank and when we confirmed with Bidvest the following day, 20 September 2023, we were told this will now take 24 - 72 hours to be cleared.

Today is 26 September and still our money is lying with Bidvest Bank and are told that they are waiting for the internal staff to come back to them and they will escalate the issue.

Will Bidvest pay us the interest that has now been escalated by them for the 3 (three) weeks my money has been lying in their account? Will Bidvest pay the interest I now have to pay to my Creditors? Will Bidvest also apologize to all our Creditors that I now have to inform them that I am STILL unable to pay them due to Bidvest's slow service?