Was this before or after Ebay bought PayPal out? I believe things have changed a bit, before I heard the president of PayPal openly admitted that they hid the customer service links. Also you could expect a few day wait on replies.... I haven't tried contacting them lately but they seem to have links everywhere now and I haven't heard as many complaints. However as for their fraud there is a site with nothing but complaints and advice on it,
http://www.paypalwarning.com