$536 Acrobat Product Key Doesn't Give License to Acrobat

I work at the helpdesk for a small company. Our new CFO wants to use Adobe Acrobat Pro 2020, so we got him an Acrobat product key. I forwarded him the receipt email from our department manager, which included the product redemtion key. He signed into his Adobe account, and redeemed the code. All well and good. 

When he logs into his Adobe account in Acrobat, he basically can not do anything. Create PDF, Combine Files, etc. (all the main options) are effectively disabled and it returns "This feature is not included in your license", when I go to check on his account in his web browser, despite having just redeemed the product key, has basically no products available to him at all. They only advertise "Start a trial" for each of their products. 

What's more frustrating is that there is no customer support. None. Not even a chat bot.

When I navigate to https://helpx.adobe.com/support.html and look at the options, all I want to do is contact a rep. I scroll down and thankfully see "Contact Us: real help from real people", but when I click "Start now", this joke of a support portal sends me to https://helpx.adobe.com/contact.html, which of course is just another portal for community-curated help topics. No real support whatsoever. 

Is there any possible way to get in touch with a representative at Adobe to fix my license and give us what we paid for?