Comment by chatmasta

Agreed. If you have KYC questions, reject the transfer and send it back (or better yet, don't let the customer initiate the transaction in the first place). Holding it for any longer than 24 hours is no different from ransoming it.

However, I'm not sure this logic applies to OP situation, since it sounds like their money is being held in Wise bank accounts (which store money in them). So there is not necessarily a particular transaction to reverse.