Adobe Acrobat XI Pro Issue with deactivation/activation

Hi,

I purchased the Acrobat XI Pro outright and have been using it for years without any issue.  I now had to update to a new computer and my old computer was taken to professionals to factory reset it before donating it to a charity.  I've been sucessful in uploading the program to my new laptop but it seems to be still thinking the old laptop is still active as it keeps giving me a message to deactivate another device before my new one can be registered.  I've contacted the professionals and they confirmed that the old device was cleared and factory settings reset and that no program/app will still be active on it.  Yet I cant activate it on my curren new machine.  Finding a human to speak to is impossible and I feel totally deflated that Adobe sold a product to me with no intention to honour their sale no matter how long I use it.  It feels like I'm being pressured to purchase a new one after I've already paid for a product which I should still be using.  Any help will be appreciated.