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Changelly holding 20,000 USDT after KYC — no timeframe, no clear reason. Advice? Transaction ID:bmksdlc39fwv9xqv

Hi everyone, I’m looking for advice from the community regarding an ongoing funds hold with Changelly. I’m keeping this professional and factual, and I’ll provide all relevant details.
1) Summary
I initiated an exchange from my Tangem Wallet via Changelly: 20,000 USDT (TRC20) → USDT (BEP20 / BSC)
Changelly placed the transaction on hold and told me to create an account and complete KYC
I completed everything they asked for and responded to all compliance questions
The funds are still held, and Changelly says they cannot provide any timeframe and cannot predict when it will be resolved
I’m now stuck because they are not allowing to either release the funds, or refund it back to the original address, and everytime, they are sending generic email “Under Review”.

2) Transaction details
Changelly Transaction ID: bmksdlc39fwv9xqv
TRON TX hash: 36f4c3a5a540a66e34d270201d680cd7e2e4439a856ca726e707fd7249e27755
Tronscan link: https://t.co/yny0BsdGZF
Sender (USDT TRC20): TQwDzwVRVTb8DjW8mbm3fY68VRLoHFuXMT
3) What Changelly requested / what I provided (step-by-step)
Changelly informed me the transaction was on hold and asked me to:
Create an account → Done
Complete KYC → Done
Provide transaction/source-of-funds information → Done
Answer follow-up questions from Compliance → Done
I also offered to provide screenshots (Tangem wallet) and even to do a live call to show supporting information
4) Changelly’s latest response
After asking for an ETA and a clear reason for the continued hold, they replied (paraphrasing but accurately):
They can’t provide a timeframe
They can’t predict when the case will be resolved
They asked me to wait and said they will update me when they have an update
That’s the issue: no timeline, no clear explanation of what is still missing, and funds remain held.
5) My concerns / questions
Has anyone experienced a similar “AML review” with Changelly where they refuse to give any timeline? How did it end?
What is the best practical next step to get this resolved?
Escalate to a specific Changelly department or manager?
Submit a formal written demand for either completion or refund to sender address?
Public complaint channels that actually work?
If Changelly ultimately decides not to process the exchange, or refund it what is the best step to take?
6) What I’m looking for from this community
Specific steps that have worked for others
Any official complaint/escalation routes you’ve used successfully
Anything I should/should not say to compliance to avoid making it worse
General guidance on how long these reviews typically take in practice (even if they refuse to state it)
I’m happy to provide additional non-sensitive details if needed. Thanks in advance for any advice.

Please let me know what i can do.

@askchangellyAML @Changelly_team @ChangellyDesk