is the money held if paid via mobile phone through USA

Description

I recently received a payment from a customer who made a payment through his Mobile phone. The payment was held and it stated that it will be released after 22 days since the payment is suspicious. When the customer from USA called Paypal in USA they said the money is out of his account and held for some reasons which they dont know. I tried to contact paypal india but never got a chance to speak with any one. Eventually I lost the customer and had to refund his amoutn since customers cannot wait for 22 days. Secondly Does paypal ask for tracking ID in advance to release money? I am tensed. and there is no response from paypal message center. I keep on texting and the autobots respond robotically. How do i talk to a human being from paypal.