E Sign purchased but it doesn't work

My co-worker and I both purchased small business e-sign on 3/18/20.  His works-mine doesn't. Adobe took the money and after speaking the 14 reps via chat, three meetings via bluejean and go to meeting, nothing is resolved.  Apparently it is due to a licensing issue on Adobe's end but it remains broken. Our company was using our experience as a pilot for a possible company-wide purchase. We were told today by an Enterprise level rep that it wasn't surprising to expect service issues because we purchased only the "online" version but if we spend tens of thousands for Enterprise the service would be better.  Anyone else experienced a purchase without product actually working before?