To be fair to the support staff, that is exactly what the general support department is supposed to do when you contact them. They advise on the software usage and explain your options, i.e. in this case, the option to turn it off. They aren’t in a position to decide to change that feature, nor to do it themselves instantly. If anything, they can pass it along to other team members who make those decisions. So I don’t really know what you expected from them that justifies this condescending tone.