Once you get to a live person, the person will try to determine your problem and solve it if possible. If not, they will be able to escalate the call and transfer you another support level or another department. If you get transferred a second, that is okay. Because the first level support representative only has a limited access to transfer you to certain levels. The second level support may then have the ability to transfer you further. Paypal is a big company afterall. Be nice and speak calmly to your Paypal representative. That increases your chance of getting to the right person and the help that you need. Remember that you are talking to a live person now. Hopeful they can then help you out. Good luck in your navigation through the Paypal system.