PAY AND SHIP UNACCEPTABLE

It seems like Gumtree's "pay and ship" cannot be trusted at all. I sold an item and it was received by the buyer on Monday 9 December but the gumtree app does not update the status so it stays on "item dropped off"...I have sent emails and live chat requests but am getting absolutely no response from Gumtree about how to proceed so that I can get my money. I have read some of the other complaints about pay and ship and I am getting worried now. It is completely unacceptable that no one is responding and I will never use Gumtree to sell items again

I am also trying to get my ID verified on the app (because apparently it needs to be done before payout) but that is another nightmare because the system keeps on saying it is having trouble with the verification so I can either "chat" with someone (which is not getting any response) or exit the screen. JUST COMPLETE FRUSTRATION