Pending transaction

I have deposited some money into my Valr wallet and bought XRP using my VISA card. I have done a transaction to withdraw the XRP to another exchange. My transaction has been pending for the last 4 hours. The person I'm chatting with keeps on telling me to provide my bank statement not for this transaction but for other previous made transactions. What is the reason for providing my bank statements over XRP to be withdrawn?

Now I'm being told to dispute with the bank a Visa Card payment. How do you that when Valr is holding on to my XRP?