Problems with refunds ( urgent help needed)

A buyer paid $700 by Ping. The payment was held because my account required ID verification, which I didn’t want to do. so I refunded the buyer and they paid me in cash instead. My transaction history shows a transfer to my bank, but the $684.67 never arrived. My Ping balance is now -$684.67. the transfer didn’t reverse and correct the negative balance. The trade me support team doesn’t open my tickets and it’s really hard to contact them….. really lost on what to do.