It may not be possible for you to resolve this. I have had major problems with Paypal which are unresolved.
The 'expanded use' thing failed in my case, there is an automated system which verifies the card holders address, this said my address was wrong, possibly because of a misplaced comma or space... this cannot be overridden by humans and so I cannot add that card to my account as it is now banned. So I can't use Paypal at all.
I have complained to them, no reasonable action taken. (apart from a €20 bribe but I am still upset about being denied the use of Paypal). I have also complained about the customer service reps being deliberately awkward and seemingly enjoying my problems and enjoying telling me that nothing can be done, smart comments, refusing to escalate the issue, answering questions that weren't asked and not answering questions that were asked. Paypal is now a joke for Irish customers in my opinion and I would urge people to complain about their over zealous security arrangements which are flawed.
I have complained to the UK financial regulator about the use of automated systems which cannot be overridden, no joy so far.
Good luck,
Joe