Regarding how your account was created, you may have accidentally logged in on amazon.uk using the same credentials you use in India. This is a pretty common issue.
Regarding help, they should ideally help unless they have serious concern of fraud. Ask for escalation, talk to just 1 person in the escalation team or manager as a point of contact so that there is no confusion. Ask them to follow up. I can’t think of any point where they would just deny helping you.