Ping - id verification issue and now locked out

Hi Community. I replied in another post by Samantha but I’m not sure if that gets lost in the sea of posts, so thought I’d ask for help here… re ping - Samantha noted Ping doesn’t ask for id etc but we’ve been asked for our photo id to access our Ping funds, even after being verified Trademe members for years… We’ve had a buyer use Ping (a first for us) and we can’t withdraw the money. We got asked on email for our photo id, which we were very cautious about. However after being told by Trademe that was the only way to access the funds, we tried to upload our id…but when we’ve tried, we couldn’t upload it. Over the last few days: - we’ve tried multiple times, - we’ve asked Trade Me for help multiple times, - we’ve been told multiple times we’d be contacted… we haven’t. Now our Ping account withdrawal request has been reversed and we’ve been locked out of our Ping account completely… We had given the buyer our bank account details - and have never had an issue with the good only way of seller putting money in our bank direct… Any suggestions anyone? This is so frustrating especially when the buyer is awaiting his goods and we can’t access the money he’s paid, or get Trademe to phone and talk in person…