From what you described above, it seemed they are unwilling to complete the booking until you have met all the conditions of the security review. If you can, I would suggest waiting a few day to see if the pending charge disappears. This is what I have experience in other situations when something is cancelled after being ordered, for example. The seller is quick to make a pending charge.

Anther problem seems to be that you are being directed to multiple people to try and resolve your situation and getting different answers or directions. Have you tried escalating to someone higher? People you have been interacting with may not be thoroughly trained in handling your situation.

I imagine you have looked at Copa's English version web site and seen the pages for Customer Service and Call Center. Down at the bottom of the main page there is a link to their customer commitment under the Legal section. Points 4 an5 5 may or may not be germane to your situation.