Switching an Adobe InDesign CC to Adobe Photoshop CC

I'm at the end of the line here, and I need some assistance with this request. I have tried working with my Adobe Account Manager to process a request that I thought would be an easy swap. Convert our one unused InDesign CC license into an Adobe Photoshop CC license. After a period of silence from my Account Manager to my numerous emails, I tried to contact Adobe Support via Chat regarding my request, in which they directed me back to contact my Account Manager... After finally reaching my Account Manager and explaining the situation, she informed me that I reached out to the "wrong" Adobe Support team and provided me with some different contact information.

After reaching out to this other Adobe Support team and explaining the situation, they informed me that they could not process the request and only the Adobe Account Manager that set up the VIP Select account (since we purchased a myriad of Adobe applications for the office) could process the change.

I went back to our Account Manager and tried to explain the situation... but we're getting nowhere at this point.

During the process of trying to complete this request and the immediate need for an additional Photoshop license, I requested an additional license via the online Adobe portal for the interim in hopes that when the InDesign license was removed, it could just be converted into a Photoshop CC license. Because of the extended period of time that it has taken to try and address this issue the license is now "overdue."