I'm afraid that anything said by Customer Support cannot be taken as binding on you or the other party. This CS agent was just giving you a personal opinion and possibly (probably) telling you what they thought you wanted to hear.
The only definite answer that you get when a case is opened is the one that informs you of eBay's decision.
eBay does not, in any case, deal with routine problems by email. There is no email address available.
