More user friendly staff and quicker resolutions

Hi,
In my personal opinion the staff here respond too slow and take too long to resolve things that should be simple enough. I have been here for a long time and this is one of the few things that disappoint me.

For example, now I have a project with funds sitting in escrow and the buyer posts that he is satisfied, marks the project as completed but does not complete payment.
What I would expect:
1)Staff verify work and PMB
2)try contacting buyer
3)after 3-7 days or a reasonable time for a response release the escrow.

What actually happened:
1)Staff send buyer email, no response
2)asked to wait 7 days
3)ask again for status after 10 days
3)Staff email buyer again and ask to wait for 72 hours,
4)ask for status after 5 days
5)Staff suspend buyer
6)Ask for release of escrow
7)Staff say the escrow will be held for 6 MONTHS before they release it for SECURITY reasons [the payment had a score of 350-excellent].
8)I have just asked WHY the cash should be held for 6 months and what is the use of escrow if we are going to have a hassle with the escrow provider leave alone the buyer.

This is not a lone incident and there are several cases where a simple resolution like a forum account not working take over 6 months.

Why are you complicating the process when you actually need to simplify it? This only increases the work in having back and forth conversations and long ques of unresolved issues.

And Rene, you advertise $500,000/Month in billings which if true means you make around $25,000/month in commisions. I am sure after the infrastructure and maintainance you still make good profits, wouldn't it be worth to look into these key issues like quicker withdrawals, quicker resolutions by maybe hiring or automating processes which are sure to bring much more work and revenue?