Cannot get ahold of account manager

[Katrina5D19]

Have been trying to get ahold of our Enterprise account manager for over 3 weeks and nobody calling or emailing back. The system will not allow us to add licenses or update our billing information. Part of having a VIP Enterprise account is having customer service access. When I try to use the chat, they tell me they cannot access anything and I need to speak to my account manager. How am I supposed to do that when they do not respond to any e-mails?! They opened up a case and a minute later closed it citing "resolution irrelevant". All I want is to update our billing and add a user! That is it! 

[kglad]

@SuJoshi can you help @Katrina5D19 ?

[SuJoshi · Accepted solution]

@Katrina5D19 I have shared your details with the concerned team, who will assist you with your concern. Please feel free to contact me if you still need assistance.

[Joost Overbeek account]

Same here. Our account manager in Netherlands set up our accounts and made a complete mess (bij creating 2 different acoounts for our company) - Now it is a total mess and I have been calling, apping, chatting, mailing to almost anyone at Adobe... nothing. So many promisses about getting called back etc etc. Our products are also not matching up and the products are about to 'expire'. We get popups that we should extend with our account manager, but he gone awol (not responding to anything). - We are now looking for other software to use in our company (and school everybody in this). This will cost us so much money and time... We are a non-profit, and doing great, but Adobe is almost drowning is. We are pretty desperate... I hope an Adobe-employee is reading this and can help us!!!!!!

[kglad]

@Joost Overbeek account we can try to flag an adobe employee, @SuJoshi ...

[Joost Overbeek account]

It is hopeless. tried everything.. unbelievable that a company like this is totally broken up into pieces and completely unreachable for it's own clients. Worst service I ever encountered with my company.
Please Adobe, pull the plug on the whole VIP-account thing. You are luring comapnies into a complete chaos...

[SuJoshi]

Hi @Joost Overbeek account As per our record, your contract is active till 2/23/2024. You can switch the profile/organization from the top right corner once logged in to the Adobe admin console.

If the users are still facing licensing issue, please contact the Support team so that the engineers can check the license status in the backend.