Should you ever ban a free user who costs you hundreds in support hours?

We hit a weird breaking point last month when I looked at our support logs and realized a single free tier user had opened over 30 tickets asking for custom API work and endless Zoom calls.

At the end of it all they flat out said they’d never upgrade because the free plan already gave them everything they wanted. It felt like running an unpaid consulting agency for someone who had zero intention of paying.

How do you draw a hard line on support for free accounts without looking like a terrible company?