We have been hosts since September 2015 and a Supe...

We have been hosts since September 2015 and a Super host for most of that time. Everything has been just wonderful until recently. Now to the tune of $3K plus they have started holding our payouts. They are claiming they have to escalate to the security team. That's nice: but don't tell me that, then do nothing. They are very polite on the phone but have absolutely no escalation process. I just spent 45 minutes on the phone and was promised, like last week, that they would get back to me. If I communicated with my guests like that i would not be rated at 98% 5 stars.
Hopefully tomorrow they can fix this as I cannot provide 5 star accommodations to my guests for free. An explanation for this level of customer service needs to be forth coming as I cannot continue to recommend Airbnb to friends and colleagues who have also started to host.
I'll apologize to the future reservations we have now because if I am not paid out or at the very least get a real explanation I'll have to start cancelling the many future reservations I have booked for the rest of 2017 and 2018.