REEMBOLOSO AYUDA

If by "they" you mean a reply to some email you sent then be warned that Adobe does not provide support via email. It's most likely that you are corresponding with an imposter, stop immediately. Regarding your refund, start by checking whether you are eligible for it or not. For refund rules, refer to the following link.
https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

If you are eliglible then wait atleast for a week or so for the refund to process, it takes some time to reflect in the account. If you are past this time then you can contact Adobe support as @John T Smith mentioned.
-Manan

who's they and what are you trying to do?

This space is provided by Adobe, but this is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-you MUST make sure that your browser does NOT block ads, scripts, or pop-ups
-you MUST also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
- or by telephone https://helpx.adobe.com/contact/phone.html
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730