Merchant deposit has been stuck in review process for over two weeks.

We had a customer pay an invoice using QuickBooks online Via American Express .  QuickBooks merchant services held the transaction for a review and asked for documentation.  We submitted and as a resolution- QuickBooks offered to pay 50% of the deposit and then another 50% in 30 days.   They currently have held on to the money and have released nothing to us.  They did take the customers money, and they are expecting us to perform the work- even though we did not receive the funds.  The system has been in review since June 9th.  We get an email everyday saying that we need to login to the resolution center and submit documents - The documents they want literally say “null” and “null” like it’s an error.  When we login to the resolution center, it says all documents have been submitted.  We have called about 10 times in total- and after about an hours wait on each call- we are told someone will contact us in 24 hours.  Here we are almost 2 weeks later and no contact and repeat waits. Not sure what I need to do next customer support has not helped at all so far.