Apple's suspicious activity hold on Express Replacement and lack of transparency

Last week I put a request in for an Express Replacement phone. I'm in an area where an Apple store is easily accessible.

The transaction payment was taken care of with the rep staying with me until it was completed. Nothing happened for almost a week until I reached out this morning to Apple. After a very long hold I was transferred to a supervisor where he informed me that there was a hold on the transaction for suspicious activity which got magically released "after review". He also said that he or anyone in the entire CS department would have any knowledge of why the hold was in place.

When I asked who can I speak with about the issue, I was offered Apple's corporate mailing address with the request to put my request to his department's attention.

Here's my first question for the community. If I have been a "good apple" and never had any issues with my account for over a decade why is my account getting flagged? It's the same mailing and billing address for a decade. All of my contact info is exactly the same. The only difference is my credit card number used to pay for the repair and the deposit hold.

My second question for the community but more for the Apple staff reading these things. Why is it so hard to get an answer? What if my express repair request was denied? Now I have a broken phone and no way to get it repaired or replaced unless I go into an Apple store? And absolutely no answer on what I did "wrong" or how to appeal or repair the issue.

I'm going to send these same questions to Apple by registered mail. I am highly doubtful anyone from Apple will respond.

[Edited by Moderator]

Original Title: "Mail your complaint to Apple CS". Wait? Mail an actual letter? (Long pause). "Yes, that is the only way."