Hello, I’m Nathan, and I’ll be assisting you today. My livelihood depends on your positive feedback, so your satisfaction is my highest priority.
Sorry to hear you’re having trouble.
To clarify your first question, yes, this is a paid support service.
Your model is long out of warranty so there is no free support for it at this point. Let me know if you wish to continue.
You're welcome. You would cancel/refund from the help page.