Worried about AI Support

I would like to know if any of you had a similar experience. 

Yesterday i contacted Adobe using thei virtual assistant, i had to renew my CC cloud subscription because they would double the price. I started talking with it, but it was not understanding exactly what i meant. So, it told me that it will conect me to an agent (a real person i supposed). But, when i started explaining, the answers where a bit odd. It first gave me a price of 25.55. It seemed good pricing. So i said ok. But i added another question: if they had some kind of deal inclunding SUBSTANCE. The answer was, "yes, substance is included in the all apps subscription" i already had. I said it isnt, and them the "person" told me to wait 2 minutes for another agent. So when the second one appeared, he made me a new offer for 36 euros. and never answered me about SUBSTANCE. It seemed a complete machine. Im an AI supporter, and love the capabilities, but this is not good and in the long run, its bad business. I cant even seem to get an email contact to talk to a real person!