This mysterious unnamed "developer" certainly gets blamed for a lot of delays.
Why does a developer need to be called in to adjust a balance and remove a hold?
Sounds like "he's" done a pretty shit job so far if no one else can interact with the system except the guy that wrote it.
I hope this is either some kind of language barrier issue or some bizarre case where they're actually having a technical problem removing the hold. Otherwise, there's no excuse for telling a customer they have to wait for days while you chase down a technical person to fix a non-technical problem. Whatever problem he is having, why isn't there a person on call during regular business hours who can fix it and who the support staff can easily contact?