@Nancy they are not handling my case though I keep getting the run-around.
They want me to disable my account and open a new one, but I have a paid account through February 2023 for a professional subscription with e-sign, and it seems like everyone is passing the buck. I have been trying to get this rectified since September 15th. I have been a customer since for as long as I can remember; if you look at my account, I have over 40,000 files or so. I have never encountered a problem like this and had to deal with support, and thank God because it’s horrible. I tried a free trial for a team account while having a professional + e-sign account paid in full for the year. I do not know why my account is stuck in a team account, and I can not delete the team/group account, but some brain sergeant from your advanced tech support advised me to disable/delete my existing paid account with 40,000 + files and open a new one. Really?! That is your best solution after wasting my time since the 15th. Oh, and FYI, she never responded, so no one is doing anything about this but pretending to help!!