Witheld Deposit

We received a payment from our customer on October 6th via e-check payment and the deposit was delayed with no reason or email.  On October 13th I contacted customer service to find out what the delay was.  This customer has paid us several times prior and we have not had any issue with payment as it was usually deposited within a few days.    After my first call to customer service I was told documentation was required to release the payment.   There was nothing in the resolution center in our account and we did not get an email.   The representative advised that they would escalate and I would get an email within 24-48 hours with what was needed and I could respond back with questions.   After asking if the email would be automated I was told no, I would be able to talk with the resolution center via email.   This was not true.   The email was an automated email directing me to the resolution center.   I had also asked the representative if we wanted to just cancel the deposit how could we do that.   I was advised the customer could reverse the ACH from their bank.   Again this was not true.   Our Customer went to their bank in person and was told that quickbooks has to release the payment.    I made another two phone calls to customer service to be hung up on after waiting on hold for over an hour.   I was able to reach a live person after another hour wait and again went through the entire explanation of how the deposit has been on hold for over 10 days and we are being asked for information for the business that does not make sense.   Phone records, Utility bills, etc.   I requested to have them cancel the deposit again as this has been a very frustrating process and we just want to be able to pay our subcontractors and will obtain our funds from the customer in another way.   They advised me I would need to write a letter to cancel the deposit, I refused to write a letter so I was told I could upload the request in the resolution center and they would review it within 2 business days.   Here we are 3 days later and nothing has been done.   Our money is being "held hostage" by quickbooks with no resolution in place.  I have never experienced such terrible service