Yup. It does scream of dealing with people that...aren't very knowledgeable. Telling you to deal with the courier? Lol. A courier won't give the recipient any information, only the sender.
Just keep working your way up until you can speak to someone that doesn't get their responses from a flowchart.
Or you could go straight to 100 and and contact the Paypal UK MD. Worked for me when I e-mailed Tim Cook with a problem that his moron employees wouldn't fix.
https://ceoemail.com/s.php?id=ceo-10403&c=PayPal UK-Managing Director