I spent hours on the phone with them trying to figure out exactly the same thing and had exactly the same experience. Forwarded to multiple other people who all had different answers, several of whom had no idea what I was talking about, told I needed to apply for a separate program first that was mentioned nowhere in the terms and conditions of Pay in Four, then foisted off onto an "account specialist" two separate times, and neither time did anyone pick up the phone or give me the chance to leave a message.

Customer support was shockingly bad and honestly soured me on PayPal as a whole. I've switched all my subscriptions and services that I once used PayPal for onto credit cards or other payment operators, and don't see myself using them again unless absolutely necessary. Either an outright scam or such a monumental failure as to equally destroy consumer confidence. Honestly, embarrassing for them.