I was expecting like

"if that is all you needed then"
"no it's not"
"*click*"

lol.

Not as bad as I expected. SE has some silly systems in place but in this case, seems like it's the playstation store . with very little SE could do.

Unless there is some example of other games letting you switch licences (but still maintain license, not games that let you account share that's different) it might just literally be SE's hands tied. Console rules are pretty strict, little tyrants of their device lol. Sometimes rightfully so.. but it can come to annoying consequence (perhaps there is an option but SE has to pay for it :3).

Never called Sony CS so I have no idea what that's like but I wish you luck with them~