Shopify Payment in hold for more than 2 weeks

the ticket that was escaleted was 2 week ago and still no response, i have contact the support via call and tell me that i need to put the tracking number. I have put them and all the order is already delivered successfully and still nothing.

and at the same time, they told me that they will send me an email to give them the business document and tracking. but nothing now is more than 5 days since the call and I have not received from them anything. this is the worst thing happen to a business. thank you for not helping me with anything, just talking and no action. that makes me think that I make the work decision not work with stripe directly.