Did you locate payment transaction in your PayPal account activity, click it, then click "Report a problem" to file an Item Not Received (INR) dispute? Reference it by date.
Or did you pay with just a credit card without logging in with a PayPal account? If that is the case, do you have the receipt ID number from the PayPal email? Call customer service again and provide that receipt ID number to open a dispute
Log on, click HELP on top menu, scroll down to click CONTACT US, and then scroll down to click CALL US or other contact options.
Call early, during business hours, west coast time to try to get a US rep.