sorry that this is all about your friend, but why has it also happened that you're loaded with lots of negative feedbacks on your profile, have you also been into something shady in the past or what, while concerning your friend issue, don't you think even your own reputation already is a bad omen on getting his case attended to from other forum members since you're not that free from been allegated also, your friend should contact their customer helpline, it could have been easier if the platform has their representative here but unfortunately not.