Billed for Merging two Adobe Accounts

We had two Adobe accounts and wanted to merge them into one account for better management and billing control.  The main account has (2) Photoshop licenses and (1) InDesign license, and the other account had (1)  InDesign license.  I contacted support via the Chat and was told by Akshat Bhaynager that the two accounts could be merged and that there would no cancellation fee.  I thought this was great, no charges.  The accounts got merged and all of sudden I get an email notice that I am being charged for a new license of InDesign.  I questioned this with Akshat and was told that it was because the other account was cancelled.  I was not told that the license of the single account could not be transferred into the main account.  We just renewed this license in January and when I asked about a credit, I was told sorry, I am beyond the 14 day refund.  Now, we have paid for a license that not is not available to us.  Had I known I was going to get charged again, I would not have bothered merging the accounts.  Obviously, I was mislead by Akshat.

This is very poor customer service!  And there is no way to talk to a person who will listen to common sense logic as I have tried calling the 1-800 number and sat on endless hold. I do have a copy of the Chat transcript.

How to I elevate my case to a higher level that will listen?

Thanks

[Moved out of the Forum Comments forum (which is for issues with these forums themselves) and into a Creative Cloud forum - moderator]