Adobe no longer reactivates Adobe IDs or supports Digital Editions

A couple of years ago I had accidentally used my Adobe ID too many times and Adobe were able to reactivate it for me via chat.

I am now trying to do the same for my customer (he has tried with no success) and they are telling me they no longer offer this service. So in other words, you have to create a new email address as an Adobe ID. Two weeks before this I asked and was told they were working on my customers case and now they are giving me mixed messages. The chat support worker has just told me they no longer offer support for Digital Editions at all even though you can select 'Digital Editions' in the chat support request form.

Has anyone else had any problems with Adobe IDs or chat support?

Thank you.