Thanks 99jon. Unfortunately that what I have been trying and all it does is take me to a chat option where I get no response other than a case number and a series of automated messages asking me to hold on. The Adobe customer service infrastructure really is worse than awful.
Try direct contact in the UK to see if they can assist with the problem:
Adobe Systems Europe Ltd
34-38 Market Street
Tel: +44 1628 590 000
Fax: +44 1628 590 100
Thanks once more. I have now called there and after going through the initial menu nearly went back through the loop taking me to the 1 hour plus telephone call again! However, the last menu option took me to a very helpful receptionist who has taken my details and promised to escalate my query to a tertiary level. Hopefully, I should receive a response by email or phone.
I'll post here when I am contacted. Such a pity that all our time has to be wasted because of such a complicated and inflexible customer service system.
I'm delighted to say that I have received three(!) emails from Adobe Support confirming that my refund is processing and that one of my case numbers is closed.
I suspect this is due to the intervention of the receptionist at Maidenhead and I will call her tomorrow to thank her. Many thanks to you also, for steering me in the right direction.