Hello there! I'm sorry you seem to have had such a hard time with your purchase. Specifically for that item from our store, there is a disclaimer like above posters have stated that the purchase of the resorting token only allows you to retake the sorting quiz. Disclaimers are there for a reason so that you know exactly what you're buying before you buy it.
When retaking the quiz, if you answer the same way you did as the last time, you're more than likely to get the same house as before. Also like others have stated, sorting into specific houses depends on how you answer each question - if you want to be a Griffin, pick the answers that lean on bravery and selflessness, for Raven - pick the ones that are full of wisdom and logic, for Honeybadgers - kindness is your best shot, and for Serpent you'd go for the more cunning or ambitious answers. You have to answer them as if someone in that house would, otherwise you'd get sorted into the house of whichever answers ticked the most points for a specific house. Remember though, all of the answers count, not just the last one. That is the point of a Sorting Hat Quiz. If we wanted to make it so that you simply get to pick your house that easily, then it wouldn't be true to the series we take inspiration from nor would it allow the roleplay aspect of the server to shine through.
Also, a lot of players take the quiz honestly to see where they would end up in - aka to see if they are a "true" Raven, Griffin, Honeybadger or Serpent.
If you're still unhappy with this, then you'd need to make a Support Ticket here on forums explaining your situation and a Store Manager will get back to you on it and help you further. You can find a link to that section of forums here:
https://potterworldmc.com/forums/support-tickets.30/
As for your issue with staff, if you feel you've been mistreated by staff or feel that they were not doing everything in their power to help you, then I suggest you take it up with their Head of Department so that they can look into it and deal with it accordingly. A post on them here in the Suggestions and Feedback section of forums will not really help you solve your issue with them.
Depending on what department they are in, you can contact Deniz, Sunnya, Aria, RobotWiz or Alexis. You can find a list of our Head Staff at the top of this page which you can find here:
https://potterworldmc.com/members/?key=staff
Again, I am sorry you've had a difficult time in with this situation, but as this is not really the appropriate location on forums to deal with it, I'm going to move this thread over to the declined section of forums. If you're still having issues with anything, you can send myself or any other member of staff a DM here on forums and we can help you to the best of our abilities or direct you to where you can find the help you need.