Case ADB-42939287-Y9Y0 – Waiting Over 30 Days for Replacement Redemption Code (Chat terminated)

Hello, I’m posting here to escalate an unresolved account and billing issue that has now been ongoing for over 30 days.

On 5 December, I was promised a permanent replacement redemption code to resolve a licensing issue on my Adobe account. This was logged under Case ADB-42939287-Y9Y0. Since then, I have followed up multiple times via chat.

Today, after explaining that I am still waiting for the promised replacement code, the chat agent issued a 30-day trial and then abruptly closed the chat session without resolving the original issue or answering my questions. A temporary trial is not a solution to the problem I raised and does not replace the permanent redemption code that was promised.

I am a working designer (and Adobe Stock contributor), and this delay has already prevented me from working for over a month. I do not want repeated trials or to restart the process again — I am simply asking for the permanent replacement redemption code that was confirmed back in December.

Could an Adobe employee please review Case ADB-42939287-Y9Y0, escalate this to the appropriate backend/licensing team, and advise when the promised replacement code will be issued?

Thank you for your help — I’m keen to resolve this properly and close the case.