eBay's policy on dealing with their sellers is simple. Your not allowed to talk to anyone who can make a decision. Sure, you can talk to their support team via live chat all day. You can even talk to them on the phone if you can find their phone number that is. It exist but is buried deeper than Jimmy Hoffa's body. Ask to speak to a manager and they will give you this gem "Our managers don't talk via live chat but you can email them." "How about I call them?" Same cookie cutter answer. To make matters worse the email address that they give you is a generic one. Can you imagine getting that response from a physical company with a store front, customer service representatives that can't make decision and managers that can't be contacted? Ok, well how about you tell me what's wrong. "I'm sorry, I'm not allowed to share that information with you."
Of course your not, that would be convenient. This all works perfectly with their policy of not replying to an email for 72 hours. I think eBay's policy regarding how they deal with seller can be summarized in this sentence, "I'm big and your small, ne ne ne ne boo boo."