Why Is It So Hard to Get Actual Support From the Adobe Support Team?

I am an admin of our VIP tenant and I've been working with our lead graphic designer to share out libraries to our userbase.  The behavior on sharing is not what the documentation states.  It seems that not only are there two "everyone" groups (everyone and everyone - tenant ID), but free accounts can't see the libraries shared with them.

We spent our first day going around with chat support and being botted and transferred no less than 4 times on that day.  No one even took the time to understand our question, much less provided any useful answers.

Come back from the holiday and I call Adobe support at the number provided in our tenant.  Not only was my call disconnected on 3 out of 4 occasions, but the only answer we got was that they had to be a licensed user (Creative Cloud App or Suite) even though Adobe documentation explicitly states both free and licensed accounts will work fine.  During our internal testing, they don't.

The vendor that manages our VIP program's own internal team stated that we must schedule an "expert session" to get our problem and questions resolved.  I've been reloading that site all day and getting "Adobe Expert Services - This Calendar is currently unavailable.  FINALLY it loaded after hours of waiting to only provide 1 30 minute slot a week from now.

I've got company executives asking about this issue and I still don't have an answer for them because of the lack of support I've received so far.  I would like to speak to someone in domestic support who understands how Adobe cloud works and can provide answers please.