You should write and make a formal complaint.
Do it in writing. Paypal UK address is:
Whittaker House,***** Richmond, TW9 1EH
They will investigate the matter and report back to you.
If they do not uphold the complaint you can then go to the Financial Ombudsman.
They offer a free, independent service and can investigate your complaint at:
That should resolve the matter for you.
Can I clarify anything for you about this today, please?
If you need anything further I am available for a follow up at no extra cost.