Support is terrible for PRO version

I purchased a Basic install of the PRO version in order to take advantage of the advanced features. I installed it on a staging site, after going through a rather complex licensing process. It didn’t solve my issue (wanted to replace a shortcode with a Gutenberg block), but I figured that was my fault because I misread the capabilities. I sent an email asking about that possibility, but received no reply.

However, on my live version of the site, I wanted to use it to swap one shortcode for another. I was unable to unlink the license code, so I contacted support. They accused me of trying to game the system by claiming that I’d downloaded the plugin 10 times (only twice, and the second time because I couldn’t find my original download file) and that I was trying to use it on multiple sites after buying only a Basic license. I wanted to transfer it from my STAGING to my PRIMARY site, not to a different site. I was NOT trying to transfer to a NEW site.

So I am downrating the plugin because their support does not help, and they refused my request of a refund because they wouldn’t reset my license for transfer from a staging to a live site.