Hi ColleenTrickey,
Welcome to the community and thank you for reaching out here in the community.
This would be something we would need to look further into to give you a clear answer. It would be best to contact Customer Service by clicking the Contact link at the bottom of any PayPal page (even though you have already tried) or you can contact us on Twitter or Facebook and we'd be happy to help you get this taken care of.
-Misty
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