I love Adobe. They just keep f*king people over and over again and people still use their products. This is like Microsoft a few decades ago. The only Adobe product that I still use is Figma. Everything else I refuse to use when being asked to.
The first support person to answer the phone should have been able to deliver this url https://helpx.adobe.com/fonts/using/font-licensing.html#web-... and told them that their client needs to buy a creative suite license to solve the problem.
I get that OP didn't manage to find the answer to their question in the FAQ, but tier 1 support basically exists to direct people to the FAQ answer they are looking for. Instead Adobe paid for at least 13 support calls of labor. Which from the employee standpoint seems to suggest that head count can be justified just by providing a worse service.