I am a student and my university pay for my subscription. I have a major issue with InDesign as it keeps crashing when I open it. Even uninstalling it and reinstalling does nothing so I need to contact them but the site keeps telling me to contact my university's support team. Why can't I just use Adobe?
"Why can't I just use Adobe?" Presumably, because the University has a contract with Adobe. The University agree they will do support. Adobe agree they won't talk to the students, so the University keeps control. This is a very common arrangement, and trying to make a different deal just won't work.
I suggest you post here. Adobe Customer Service aren't well well equipped to deal with crashes.