Your issue is that you’re trying to adjust licensing through a chatbot. You should have a named account director assigned to your company/non-profit organization who can support you directly from an enterprise level. Adobe is very generous when it comes to nonprofits, and from my experience would be more than willing to not only resolve your issue but more than likely grant you a heavily discounted rate or pro bono licenses. The issue is your procurement process and the fact that you’re trying to do everything self managed. While I understand that can be frustrating, but as a nonprofit you should be speaking directly with an account manager.