Reverb.com – Payment not released - no way to connect via chat

I sold a cymbal and shipped it myself and the buyer has received it and even left me positive feedback, but Reverb has not made the payout and is still claiming they won't until tracking info is updated. I don't have the tracking number anymore to verify ..spent literally hours on "chat" waiting for assistance that never arrive-over several days... Trem is useless and it's reprehensible that there's no other way to speak to a human being! EXTREMELY FRUSTRATING EXPERIENCE...AND STILL WAITING