I bumped into the same issue and I've been on hold with QuickBooks support for 1 hour.  I first spoke with a QBO support person and they didn't have a clue what they were doing.  After 40 minutes of fumbling in the dark, I asked to speak to a more experienced support person.  

However, I got handed off to QB Desktop support!  They then told me how I could call back into QB Online support.  I insisted that they hand me back, which they did.

I'm not back on hold with QBO support while they research my original question.  I'm now 1h and 7 minutes into the support call...  And for the final act, my call has just been dropped by support person at the 1h and 26 minutes mark!  How lovely.

I'd like to echo your comments about the lack of any real expertise within the QBO support team.  This company's support team seems to fumbling in the dark.