Billing Issues - could someone help?

Hi Adobe Community 

I am hoping someone can assist me. 

I've been on the 12 month plan for Adobe InDesign for the past 2 years, with it renewing for a third year now, at the beginning of June. 

I logged into my billing dashboard to cancel the subscription, thinking my timing was good to prevent any cancellation fees; and I've been told to pay a cancellation fee of $132.76. 

When I queried this with support, they said that I had to have put in the cancellation request in month 11 of the contract; and I should have received an email. As I am not in month 12, moving into the first month of the new contract, I am liable for the penalty. 

I most definitely did not receive an email; I even went back and checked, and the last email regarding billings was the subscription renewal in 2021; the year prior. I requested proof of email logs, and that hasn't been provided. 

Does anyone have a contact or advice on how I can get this resolved, and have my plan cancelled with no penalties? I have been paying for the past 6 months, not using the product while I waited for the end of the agreement; and feel completely deflated now that it's all been for nothing.