Adobe sign sent document does not open and open Acrobat instead

Hi, so hoping someone can help as Adobe chat just hang up on me or calling Adobe they say someone will call you back and dont.

Issue facing 

User had Adobe Acrobat Pro licenses associated with the work email addresses. we have removed their Adobe Acrobat Pro licenses as no longer require them and users have been removed from Adobe Admin console so they dont exisit.

the users are still sent Adobe Sign forms by clients to sign. however when they are sent a file Adobe sign doesnt open and Adobe Acrobat just opens instead with no actions for the form they need to sign.

from my understanding you dont need any Adobe license to just sign a Adobe Sign document sent to me and it shows they have Personal accounts

they also cant even sign into Adobe Sign and just takes to adobe Acrobat page

The users dont exisit on the admin console and we have never had any Adobe sign products, so the users have only ever been receivers of Adobe sign forms and can no not open them to sign

if anyone knows where the issue lies and hows to resolve your help would be appriciated thanks