I apologize for the trouble and the terrible support experience.
Thought the case notes say that the agent tried contacting you but was not able to reach you, I have escalated the case# provided by you to the relevant team so that they can arrange a callback for you on priority.
I called the agent back last week (Friday) and was informed that I would be contacted on Monday. It's Wednesday and still no response.
You also marked my other thread as a duplicate of this one, which is not correct as they are two separate transactions.
I accidently purchased the wrong video AND I was double charged. This means I was charged for 5 video licenses when I only wanted 3 of them.
By my accounting Adobe owes me 2x$79.99 or $159.98 USD.
I will need to issue a chargeback dispute if I do not receive resolution soon.
Pranav from Adobe Support got in touch with me this evening and straightened out my issue. I was mistaking my Adobe Cloud charge for a video license and he straightened me out on that. He also handled my accidental purchase issue as well.
I am glad Patrick that your issue got fixed!
P.S. when using Adobe forums, please mark helpful/correct responses of Staff/helper, if there are any.