Bidvest withholding Airbnb funds

I started hosting through Airbnb in December 2024 and received payouts from Airbnb up until 31 December 2024. Then comes the 1st of January 2025, Bidvest withholds my payout from Airbnb. I am required to complete a mandate document required by the Reserve bank before they will release the funds. Airbnb made a payout on the 1st of January 2025 and according to Bidvest the money was returned to Airbnb on the 8th of January 2025 because my mandate form was completed too late (after 7 days). Bidvest can not provide me with the proof of payment for the amount returned to Airbnb, only that they used a secure portal. According tot Airbnb the money was not credited back into their account. I just want the proof of payment from Bidvest that they returned the money to Airbnb and the amount. They are a bank, are they not? How rude to withhold much needed funds you worked hard for!