Transferring Ownership and have ZERO help from support

Hi! I am new to this community, but could use some advice.

I just recently bought a shop that has a pre-existing camera system installed. I have been trying to gain access to it for a couple days with no luck. The previous owner will not provide any information to the account, or any from of transfer of ownership.

The support has been absolutely terrible. Took 17 hours for one response which was a link to something that did not help. (also, why does their website say 24 hour phone support, when that is obviously not the case?)

Has anyone here had success with a Transfer of Ownership with a absolutely zero assistance from a previous owner?
I know nothing about this world or this tech so I am kind of flying blind here. Thank you!