Customer Service Irresponsibility

Just a few days ago, I had a conversation with an individual named Malvika, where I had addressed the issue of having to continue to pay for singular app plans, on top of paying for the All Creative Clouds Apps plan and this individual both told me that they had cancelled the individual subscription plans for me, without having me pay the cancellation fee, on top of accrediting my account with a month free. Indeed, they had cancelled a plan for one of the applications, but the other singular app plan is still there and money just went out of my account today, to be paying for this plan that this individual had told me they had cancelled for me.
This sort of irresponsibility to recognize "bigger picture," is an issue, because if they had seen that I had a singular app plan for another application and cancelled it, had they not seen there was another - and/or failed to recognize the notion of what it means to remove the singular application plans and have the All Creative Cloud Applications plan remain?