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leo248754770ojg
Participant
July 11, 2022
Answered

Signed on for a 7 day trial but was immediately charged the subscription fee.

  • July 11, 2022
  • 1 reply
  • 4494 views

Signed on for a 7day trial a couple of weeks ago (~Monday 13th June) of Adobe Acrobat Premium (Monthly). Was immediately billed the subscription fee.

 

The LiveChat that I had with Adobe Customer Support let me know that I needed to contact Google for a refund of the subscription fee.

 

I contacted Google however unfortunately, they are not providing a refund, regardless of the screenshot I provided with subtext showing that I wouldn't be charged until the 7day trial period ends. They contacted me before the trial period was meant to end.

 

In response to my review, I was recommend to contact the Adobe Support Community.

 

Please let me know if further information or screenshots are required.

 

Many thanks

 

 

    Correct answer S_S

    @sophie25487059dq5y Hi,

     

    Sorry for the trouble. 

     

    Getting charged on the first day of subscribing can be due to two reasons:

    1. You have availed the free trial any time prior;

    2. You chose to go with the monthly model of subscription. [7-day free trial is only available on a yearly subscription].

     

    I suggest you contact your store operator to start the refund process.

     

    Please refer to the below link to learn more about cancellation, refund and start the refund process:

    Manage subscriptions — Acrobat for iOS Help (adobe.com)

    Request a refund for apps or content that you bought from Apple - Apple Support

     

    I hope this helps.

     

    Thanks,

    Souvik.

    1 reply

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    July 29, 2022

    Hello Leo,

     

    I hope you are doing well. I am sorry for your experience with Acrobat Reader Mobile subscription charges.

     

    Acrobat Premium is a mobile-based subscription, and any issues related to cancellation and payments should be generally done through the store from where the subscription was purchased. 

     

    You were charged because the 7-day free trial you are referring to is only available if you opt-in for the yearly membership and not with monthly.

     

    As you mentioned that you contacted our support, you might have a case ID with you for it. Can you please share the details over a private message so I can check further?

    [To send a private message, click on my profile name-> the next page that shows up, click on the blue box that says send a message]

     

    Thanks,

    Souvik.

    L
    leo248754770ojgAuthor
    Participant
    August 1, 2022

    Hello,

    Thankyou for replying.

    After signing up on Monday 13 June 2022, I used the LiveChat service on the Adobe website to speak with a service agent, who suggested that I needed to instead contact Google. This was on the next day, Tuesday 14 June 2022.

    Subsequent correspondence from Adobe that was received mentioned case numbers:


    As well as a response from Google, denying a refund of Transaction ID 

    [PI removed by the moderator. Please refrain from sharing information over a public platform that might contain sensitive information.]

    Many thanks,

    Leo

    S_S
    Community Manager
    S_SCommunity Manager
    Community Manager
    August 1, 2022

    @leo248754770ojg Hello,

     

    I have shared some information over private messages. Please check it once and revert so that we can proceed accordingly.

     

    Thanks,

    Souvik.

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