Waiting for refund for Adobe Acrobat Connect Pro

In July, I accidentally purchased Adobe Acrobat Connect Pro, instead of Acrobat Connect. A customer service representative told me I could get a refund only by going through the online customer support portal. I have opened 3 separate tickets, our account has still not been canceled, and they continue to charge our account monthly. (They've charged us 3 times now.) When I call customer service, I get passed from department to department and today I was on hold for more than an hour. If you could please help me figure out how to cancel our account and get a refund, I'd appreciate it.