$100M Account cannot get help from Customer Service / NEED CANCEL on 2 old accounts set to renew

[Clay Wager]

I called just 20 minutes ago and got hung up on when I was trying to explain something. This rep did not ask me for a call back number, give me her name or attempt to ask me of account information relevant to the issue.

I have worked in IT for 22 years, worked in various call centers and we always strived to help the customer through whatever problem they faced... But this.. I have called Adobe CS several times, 10+ and it's always Do we have an account rep? We pay you guys $8k a month can we get special help? I'm not trying to cut in front, I'm saying WE HAVE A LARGE ACCOUNT AND IT'S COMPLICATED. They never give me a proactive solution, I have to pull it out like their not used to Enterprise accounts OR they don't have a L2 OR L3 Techs/Engineers. Don't get me started on Account reps. I love you guys, every one I talk to is nice, that doesn't hang up or put me in Hold Hell, but We have a random new one every time I call.

Issue:

We switched from Annual account > Monthly and since then we have these 2 old stale accounts. I have called into Customer Service like 2 months ago, 3 months ago, 6 months ago and it's always confusing. You can't just cancel an account. The rep told me that once we remove our users from the products, then at the very end of the period it would "Dissapear the account". WHAT? Like magic? Listen, I do know about expiration of accounts due to idle or non use and that is a server function that auto deletes based upon EXPIRY date or last logged on date but that's more for FREE Forums not a $191B dollar company. 

Could I please in the nicest way possible get some help? We have 3 accounts 

1 GOOD - Monthly

2 BAD - ANNUAL - set to renew in september

3? BAD - ANNUAL - set to renew in september -  possibly the same account as 2.

There is no way to cancel or set to AUTO RENEW - OFF 

If there is, I cannot see it. If someone could tell me where that is, I will EAT MY WORDS and say sorry and shutup.

Please help, I do not want to be fired for an Adobe mistake. I will definetely press charges for my wrongful firing on Adobe per the above information.

[Test Screen Name]

Not sure why you call - why aren't you raising support cases in the Admin Console? 

[Peru Bob]

Moved to the Enterprise and Teams forum.

[Clay Wager · Accepted solution]

I just opened a Chat from the Admin Console, they wanted to delete my Production account, I had to correct them.