Thank you for your feedback.
It is stated very clear in Envato Support Policy what does and what doesn't come under the item support scope
As you can see from this link, we're not in a position to help you modify template files to your desire. This would rather be a job for a freelancer or agency.
Perhaps other theme developers do offer such services, but that includes some additional fees, or the customization work is included in item's price.
We are very sorry you found this disappointing, however, we need to focus on priorities, which are, mainly, theme's options and features, which we do provide support for.
It's still unclear where did you see that we offer custom work and where did you get that idea, but nowhere did we advertised such a possibility.
Looking at your ticket history, we established that our agents helped you with anything in their power and under the default support scope, therefore we'd like to ask you to reconsider this poor rating and improve it, if possible.
Thank you in advance,