You may have a “right” to hold funds, but you don’t have a right to do it indefinitely and continue to hold it just because people are emailing you about it. That is what your support team is doing to your customers right now.
You know it is wrong. They know it is wrong. Everyone who reads these message boards knows it is wrong, but you keep doing it and acting like we are out of line for complaining.
And the hold is not necessary to do a review. Just because you have the right to do something doesn’t mean it is the right thing to do.
Change your policies.