Response from James Robinson of Typeform
Thanks for your feedback. We're really sorry to hear of the confusion over the features in your plan.
We'd love to explore this in more detail with you. If you'd be willing to do so, please get in touch with our Support team again. Typically we maintain fast response times so we'd love to also see why this wasn't the case when you reached out for help.
To address your points here, we are currently releasing a new version of our quiz builder, but if you had used it while in it's beta phase with early access, it's possible that some features or question types were not available at the time. If this was the case, we're sorry for the inconvenience but can now confirm the full version is being rolled out to all typeform users. Question groups are available in all plans, including the Free plan, while the Matrix question type has not been released just yet, but we do have a workaround you can use to build one at the moment, which is likely the help content our team suggested :)
Again, sorry for the confusion and if getting answers to these questions wasn't as easy as it should have been at the time. We always try to be as transparent with our users as possible and hope we will get the chance to show this is if you decide to use Typeform again in the future.