Cannot get refund from Adobe

I’m coming here because I don’t know where to go for this inquiry - all avenues into Adobe have resulted in non-response, tickets that are opened and then quickly closed without notice, or promises to resolve the issue with no follow-up.

We are a SMB with a VIP account who overpaid Adobe via ACH during our renewal last year. We overpaid because Adobe added products to the invoice that we had not asked for. We called Adobe after realizing the mistake and they changed our invoice to match what we had originally requested. Since then, we have realized just how bad Adobe support is. It feels impossible to get someone on the phone who can see the payments made to Adobe versus what we have been invoiced. 

We have sent multiple emails to our account manager requesting a refund - they never responded to those emails (in fact, they never respond to any of our email).

Earlier this month, we received a notification that our return order had been processed. However, this was not the refund we were expecting. Instead, all our Adobe licenses were cancelled without notice and we never received a refund. This was, of course, disruptive to our workload. We have since reimplemented our licenses ourselves, and another inquiry to our account manager went unanswered.

Adobe is now asking us to pay for the licenses we reimplemented. However, Adobe now owes us thousands of dollars. Does someone know of a way to contact a person at Adobe who can help with this? We also emailed Adobe VIP-Amer last week, and have not heard back.