How to Reach Customer Support

I reached out to customer service on 13 march to dispute a cancellation and refund of my adobe premium plan because i really could not afford it and forgot to cancel my free trial 

the agent agreed to make an exception for me and cancel my plan + issue a refund which SHOULD have reached me by now 

however, i haven't received my refund yet my plan has been removed from my account so i cannot contact a customer service agent again and am stuck on the chatbot 

i want to ask customer service how the refund is going and how long i'd have to wait because i really need the money and it's super urgent - how can i reach out? and is this how the process usually goes?