Thanks Callum, I can ask her. Its so frustrating, she reckons she has confirmed what they wanted her to but now won't contact her. I sent them an email today as well and still haven't gotten a reply. 

How long does it take for the Trust and Safety team to get in contact with someone. I have just had this happen to one of my traders and we seem to be going around in circles with trademe. The customer service team can't help you, so my trader and me have been emailing one another to see if they have heard back. Why can't they just ring the person they can see all our information. This trader done 2 trades on the same day, but my ping got stopped. She only brought an $30 item off me which seems ridiculous to have the payment stopped.