How to cancel a membership for a pre-existing work email

I work in IT for a college and i have a user who purchased an adobe membership and used her work email for said membership. The college provides users with the creative cloud suite already. She is now stuck with the membership and anytime she attempts to cancel her plan, she gets a page saying 
"A member of your organization is a designated contact for issues with your Adobe products. Reach out to your administrator or IT contact for help."

I reached out to the admin and was told that we have to speak to adobe directly and have them cancel it from their end. The issue ive found is when i go to the contact page i get the same popup, contact my adobe admin or IT. i cant do live chat or anything as its covered by that error.
is there any way to put in a ticket or contact adobe without this error? as i have to be signed in to do anything.