Didn't get the refound despite canceling the plan before mentioned date

I got an email from adobe that if I will cancel my plan before April 11, I will receive a full refund and avoid the fee. I canceled my plan on 10th and had to pay the 109,94 € fee, so I did it thinking that I will get the refound anyway. Unfortunately I got nothing. Also can't contact anyone, no email nothing. Can anyone help me with this or at least explain? Thanks