How can I contact high level support and have an interactive discussion with the SAME person?

I have been trying to get a fix to a problem with my account and its association with an old email address that I want disassociated with my account.  I have sent a very detailed and clear request to customer service and I keep getting the same, and I mean exactly same, word-for-word response, which is completely not what I was requesting.  Further, I get these responses via email and am told I cannot reply to this email; I am asked to start a chat.  Believe it or not, when I started a chat and pasted my explanation, and asked that the representative read carefully my message, this person sent me back the same word-for-word pre-formatted message.  By this time I wrote a very detailed re-explanation with BOLD letters and all, and the guy or girl still sends me back a canned phrase.  Also, they call it chat, but it takes the person 2-5 minutes to reply; they either read very slowly or are watching TV or something.  During the entire 30 min chat, this representative was successful in not ever sending me a message he or she actually typed; but did the whole chat with all pre-formatted responses.  Are these real people or some kind of AI software experiment? 

If this user community is not being monitored by Adobe staff, then I realize this message may not be going anywhere that will help me.  But if anyone has a secret formula for bypassing the wall the auto-bots on the front line have built and getting to higher level support, I'd appreciate a tip.  

thanks