It sounds like they understand the issue, but they are foisting you back into the support loop that you have already used, unfortunately.
You do need to contact Billing support, but the person who got your support request didn't engage the right support area and sent you back to the FAQ here on how to open a support log.
Since you are also not in the US (or a country where OneCare can be purchased), contacting support will only be via email.
However, send me an email at sboots@mvps.org with a subject line including "OneCare" (to get past my spam filtering) and in the message body, tell me what country you are in, your forum nickname, and paste a link to the post to which you are replying. I am not online 24x7, so you may be waiting for a reply, but I'll do my best to hook you up with support.
-steve