Ring Chime release

I purchased a Ring Chime Pro on Ebay, first mistake, stated NEW condition\> I attempted to connect it to my network and got error stating it's still connected to another users network? Rind told the Ebay seller to have me contact them so they could start the needed process. I submitted copies or receipt fromEbay showing my purchase and now they saytheir policy will NOT allow them to remove from previous owners network! Any HELP ??