Billed for Merging two Adobe Accounts

[kenn17225722]

We had two Adobe accounts and wanted to merge them into one account for better management and billing control.  The main account has (2) Photoshop licenses and (1) InDesign license, and the other account had (1)  InDesign license.  I contacted support via the Chat and was told by Akshat Bhaynager that the two accounts could be merged and that there would no cancellation fee.  I thought this was great, no charges.  The accounts got merged and all of sudden I get an email notice that I am being charged for a new license of InDesign.  I questioned this with Akshat and was told that it was because the other account was cancelled.  I was not told that the license of the single account could not be transferred into the main account.  We just renewed this license in January and when I asked about a credit, I was told sorry, I am beyond the 14 day refund.  Now, we have paid for a license that not is not available to us.  Had I known I was going to get charged again, I would not have bothered merging the accounts.  Obviously, I was mislead by Akshat.

This is very poor customer service!  And there is no way to talk to a person who will listen to common sense logic as I have tried calling the 1-800 number and sat on endless hold. I do have a copy of the Chat transcript.

How to I elevate my case to a higher level that will listen?

Thanks

[Moved out of the Forum Comments forum (which is for issues with these forums themselves) and into a Creative Cloud forum - moderator]

[kglad]

using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

[kenn17225722]

The Chat is where I started and it is through Chat that I now have the problem of being billed again for a license that I have already paid for.  Looking to talk to a real person and not sit on endless hold waiting for someone on the other side of world to eventually answer and then read to from a pre-written script.

[kglad]

these are user-to-user forums.  you need to contact adobe

[kenn17225722]

Yes, I understood that from the beginning and that is part of the problem.  I have not been able to get to a higher than the Chat level support employee.  If no one else has attempted that or if  that option does not exist, then I guess it is on to social media to get someone's attention at Adobe because they have all of their doors shut above the Chat level staff.

[kglad]

chat staff should be able to handle billing problems, but you can also try twitter @AdobeCare