Downloading

Hey, everyone. I’m having a big problem and I'll be very glad for your help.

A couple of weeks ago, I payed for subscription to Adobe Animate, yet until this day, I never got the software for my computer, and furthermore, I keep getting payed for subscription to the credit card that I was using despite never receiving the software.

What should I do? I’m afraid to redownload it, because it'll mean I'll have to spend more money for subscription, despite the fact that I already did, and all of that only for a chance to not getting the software again.

Can you please tell me how do I get out of this mess?