Adobe chat says it will connect me to an agent, then never does — how can I escalate?

I need help escalating a support request. Adobe’s virtual assistant repeatedly says it will connect me with a human advisor, but no agent ever joins and the chat eventually resets.

I have an unresolved billing/subscription issue and need a case number plus a real billing specialist. I only need Photoshop and Lightroom, and I do not want my Photography plan interrupted while the account is reviewed.

Can an Adobe employee or community manager advise the reliable route to open or escalate a billing case when the signed-in chat queue does not connect? I can provide case details privately to an Adobe representative.

I will not post account, payment, or order details here.