I contacted customer support by chat twice but so far, this issue has not been solved so maybe I'll have more luck here.
First I got an email stating there was a problem with my monthly payment. I went to my PayPal account and couldn't see any problem, the money was transferred at the usual date. I started a chat session, providing them with screenshots from the transaction and they saw the problem. They told me they would put the money back into my account and try again. So they took the monthly fee again and told me it could take up to 7 working days for the amount to be back in my account. Now, 13 days later, the amount is still not back into my account. If I look at my transactions, the amount was taken out twice but no refunds.
Sorry... this is an open forum, and no other user is going to be able to help with a payment problem... you are going to have to try chat again on Monday
-or by telephone http://helpx.adobe.com/x-productkb/global/phone-support-orders.html