I've personally looked into this. User could not provide a clear screenshot of some relevant and easy to find information, even when we've linked him to the exact URL needed to find the information. Therefore, we sadly had to decline his request.
You've done the right thing declining his request, he posted his issues here in the hope that he can help, but support has answered and where he is now, it's been three days since now, that he is not doing a follow-up if I have an issue and created a report I will follow it up the moment one of the support follow up with my complaint.
And it seems the issue is on him he cannot follow simple instructions making his complaint weak.