I am not a fan of Adobe, but this is hardly "Adobe caught lying". It is common practice for the support people dealing with cancellations to have incentives to

I am not a fan of Adobe, but this is hardly "Adobe caught lying". It is common practice for the support people dealing with cancellations to have incentives to try keep the client, and some scope on what they can offer, but this sounds like an employee going too far and lying in order to meet his internal targets.