PayUMoney — Amount Not Get Settled, It's on hold without any acknowledgement

Hi,
My company name is TECTO SOLUTIONS & Merchant ID: 8017881, I got 50, 000 transaction in payu money by my customers, it shows that settlement amount is on hold without any reason stated. Customer support was also not responding to this, My customer is waiting for the material, Without amount how could I give materials, You should refund the amount or clear my settlement in my bank or kindly response with a customer support. It's not a small amount, it's already getting delay, Kindly male some prior steps to that