Stock Credits do not renew anymore

Our Adobe Stock plan renews on the 20ths of a month. We pay via direct debiting. We did that for years, but since june of this year on the 20ths all remaining credits will be deleted and it takes several days until we can use our monthly contingent again.

We contacted support several times already, resulting in us being told there's an issue with payment – again, we do pay via direct debiting, so there's not much wrongdoings from our side. Also it worked perfectly fine for years.

As a communications agency we do have to rely on the accessibility of the stock material and being unable to use it for several days is disturbing to our workflows, as it has already caused us missing deadlines and forces us to spend hours trying to resolve this – so far without success. This situation has become unacceptable and I (on behalf of my company) would be very happy to have these issues finally resolved. Thank you!