Terrible customer service

I can't believe Adobe own terrible service support team. There are twice staffs who dropped the conversation while the problem was not solved yet. Because one of them (the senior staff) blamed for the disconnection (but I don't believe). I asked her whether she did see my message before she dropped. She did not dare to answer my question, it takes more than 15 minutes for me to receive an answer of Yes. 

It means terrible service, I had to actively to connect again, via some escalation rather than receive an active catchup from the agent.

And now is the problem: They charged billing successfully without informing me, like stealing money. I can't understand why the transparency is terrbile like that, and also the customer service team.