Hi zwilkin and leewrites, and welcome to the Community!
I understand about the desire to talk to a real person. Some matters can be handled with simple information and an automated system is great for getting that information quickly. Sometimes though, you need to talk to a representative. The automated questions in the Interactive Voice Response system are asked to get you to the right department so your questions can be answered by people with the ability to address your specific issue.
zwilkin - Andy just recently wrote a great post to explain the need for this type of information. That should help shed some light on the why of it. To get to the bottom of why your specific documentation was not accepted, you're right - you'll want to talk to a representative. If you use Twitter, try @AskPayPal for account-specific assistance. If you don't use Twitter, please give the phone system another chance.
leewrites - Are you looking for the mailing address, or are you trying to send the information digitally?
Olivia
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