I had the exact same problem. My payment is being held back and I just spend about 30 minutes on the phone speaking to people who asked ridiculously invasive questions regarding my spending habits and appeared to be unwilling to accept the answers I was providing them with. I kept being asked: "but why?" and had to repeat the same story whilst providing ever more details of my life to a complete stranger in some far away country over and over again. This was an unbelievably uncomfortable experience and felt like something straight out of some sci-fi dystopia movie. Horrendous and, worst of all, ultimately to no avail. I just received a dodgy email asking me to send over a photo of my Government ID before the payment can be authorised. I am most certainly not going to do that. This was the second and last time I used this awful 'service'.
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