Deposit delay in review and no resolution

I spoke to a customer service rep this morning. There is a deposit in delay and under review. As it is a recurring transaction using the same credit card for payment AND the same payment account, I called to determine why.

The rep has no access to the risk management views but did identify that it was being reviewed (even though there is no open case when I look).  This time it is happening to me. I lost a valuable client due to the same thing happening in the past. 

Of course, there is no way to escalate this case (I was not even given the number). Seems no one has concerns. I get that systems sometimes flag legitimate transactions. But seriously, scroll through the previous payments and the same payor, same credit card, and same amount over multiple months. 

The inability to resolve issues is not acceptable and it doesn't take days to identify that the flag was not appropriate. Seems no one wants to work with us. HAs anyone ever been able to get risk management to communicate directly? Never had issues with bill.com and if there was, someone responds.