Hello Tupola, ebay have many departments and "Trust and Safety" has been one of them for many years. When you telephone them the call is usually taken by an agent in their general customer services team. One cannot speak directly to most departments and, depending upon the issue, the agent will sometimes put you through to another department but more often will handle the matter themselves. Some departments, like their tech team will not take direct calls but the agent will pass on relevant details if appropriate and sometimes they will email or ebay message you after 48 hours or so.
Trust and Safety is one of the departments that you can be put through to if the agent considers it neccessary. They deal with various matters, including legal and ebay systems functionality such as these tracking link problems to couriers. They, in turn, have various specialist sub-teams but, again, one cannot usually speak to them directly. They handle a vast number of calls and the agents are trained to filter these and be very protective and only pass on calls at their discretion - very much in the same way that most companies' call centres operate. I do not believe that there is any significant discrimination between business and private members or small and large ebay users. Most agents try to be very helpful but sometimes their hands are tied.
Hope this helps. Kind regards, David
