Sophia here from Shopify. I'm sorry to hear you were having trouble getting in touch with Shopify Support. Live chat and email are available 24/7 through the Shopify Help Center. When you login, you can also schedule a callback if you'd prefer. Were you running into an error message when you tried to access the contact options?
I recommend reviewing the Shopify Payments Terms of Service to begin with if you have any questions about the payout hold. If you're unsure about the next steps, I'm happy to send you an email so I can take a closer look at the account and get you in touch with the appropriate team here if necessary.