I should be getting a refund but I'm being told I won't

Hi. I had the student adobe creative cloud subscription, prepaid annually. 

I meant to cancel my subscription before it charged me for this year, but I didn’t get to it in time and I got charged. I cancelled it 6 days after the fact, and according to the refund eligibility page on your website, I should be getting a full refund. However, in the email you sent me confirming my cancellation, it claims that I will still have full access to Creative Cloud until next year. I’m not getting my refund, and I want to know why / how I can fix it so I can get the refund I should be getting.

Thank you.