I do not trust yoco and will cancel my account if I do not get any info ASAP

Everything was going well this 14th of May when the first payment was withheld. We did not notice it till the 18th may payment of an client was withheld. Ok so yoco takes a few days to payout accounts but after a week it was no jokes any more. I phoned the contact center and the only thing they can tell you is that someone will phone you back in the ***** department. Ok my eyebrows raised because that was the first time i heard that there was *****. After several people at the support team I still did not get any answers. They just told you they will contact you and the ***** team should have send us an email. No email was send. on the 31 of May 2021 I received the first email regarding any info i need to send. NO the first payment that was withheld is the 15th of may and it was already more than 14 days when I got an email. No money has being paid out since the 18th of May . No one is coming back to me even not a phone call. I have submitted all docs they needed. The biggest problem I am having is The one guests that is still staying with me showed me the money is off his bank .My question is More than R50 000 is withheld by yoco. I do not get any answers except for chat live. Why did the payments go through if there is any *****. Why is the customer money taken but we are not paid.