We paid the annual premium and are still being charged for the monthly.

Forum|Forum|11 years ago
January 9, 2015
2 replies
257 views

We started with Adobe by paying $14.99 monthly. Last August, we decided to go with the annual to save money, Since that time, we have continued to be charged monthly since August - December 14.99 monthly, in error. How can I get refunded the overcharge $59.96 and stop this charge?

This topic is closed to new replies. Start a new post to keep the conversation going.

S

Sara_Forsberg

Inspiring

Hi Inavagvup,

I just peeked at your account. I see that you had a FormsCentral basic subscription that was purchased on June 13 2014, which was canceled in November. And then, on Sept 3 2014, you purchased FormsCentral plus (that account is still active). I think the fastest course of action, is to Contact Customer Care. An agent should be able to help you get this sorted out.

Best,

Sara

InavagvupAuthor

Participant

Sara, thank you for your response. I was in touch with customer care before they contacted you to contact me. They said they could not help completely but that you should be able to. I need to cancel the $14.99 monthly charge and be refunded the $14.99 charges since I paid the annual fee. The $14.99 is a duplicate charge as I only have one form. Please advise as to how I can stop the monthly charges and receive a refund for the duplicate charges. My phone number is 931.372.7200 if you would like to speak in person. This is the transcript:

Adobe <no-reply@adobe.com>

Jan 9 (3 days ago)

to Debi

For additional help, reach us at http://helpx.adobe.com/contact.html

General Info
Chat start time	Jan 9, 2015 8:01:45 AM PST
Chat end time	Jan 9, 2015 8:28:01 AM PST
Duration (actual chatting time)	00:26:15
Operator	Sunil Kumar

Chat Transcript

info: Thank you for your patience.

While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week.

info: You are now chatting with Sunil Kumar.
Sunil Kumar: Hello! Welcome to Adobe Customer Service.
Sunil Kumar: Hi Debi.
Sunil Kumar: One moment while look into the issue
info: Your chat transcript will be sent to dsmith@leslietowncentre.com at the end of your chat.
Sunil Kumar: I understand that you want the refund for the subscription which you have purchased by mistake thinking that it is a yearly subscription, right?
Debi Smith: We started with Adobe by paying $14.99 monthly. Last August, we decided to go with the annual to save money, Since that time, we have continued to be charged monthly since August - December 14.99 monthly, in error. How can I get refunded the overcharge $59.96 and stop this charge?
Debi Smith: I want to cancel the monthly $14.99 service because we have paid for the annual service. This charge should have stopped when we started the annual. Are they two different programs?
Sunil Kumar: Thank you for the information.
Sunil Kumar: Please allow me 3-4 minutes while I check your account for information and help you.
Debi Smith: k
Debi Smith: I have to leave you. Can you please email me any other questions? Otherwise, please refund the $59.96 to my credit card, stop the $14.99 charges and keep the annual subscription going, as it. My email is dsmith@leslietowncentre.com and phone 931.372.7200 Thanks!
Sunil Kumar: Okay.
Sunil Kumar: Is there anything else I can help you with?
Sunil Kumar: I'm sorry, did I lose you?
Debi Smith: ARE YOU STILL THERE?
Sunil Kumar: Yes. Sorry for the delay.
Debi Smith: What is the status of the refund and the correction to my account?
Sunil Kumar: I'm sorry that it id not possible to provide the refund for all the charges. As you are contacting now, I can provide you the refund for the last charges.
Sunil Kumar: Will that be helpful for you?
Debi Smith: I have contact Adobe before about this and thought it was taken care of.
Sunil Kumar: Thank you for your patience.
Sunil Kumar: I check and see that I need top forward the case to our relevant team for the for the refund for the subscription.
Sunil Kumar: They'll contact you in 2-3 business days for the refund issue.
Sunil Kumar: Is that okay for you?
Debi Smith: General Info Chat start time Nov 12, 2014 3:07:00 PM EST Chat end time Nov 12, 2014 3:37:31 PM EST Duration (actual chatting time) 00:30:31 Operator Rakesh Chat Transcript info: Thank you for your patience. While you wait, you can try our community forums where experts are available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: We are still assisting other customers, thank you for your patience. You can also try our community forums, available 24 hours a day, 7 days a week. info: You are now chatting with Rakesh. Rakesh: Hello! Welcome to Adobe Customer Service. How are you doing today? Rakesh: Could you please elaborate your issue Rakesh: Are we still connected? Rakesh: Are we still connected? Rakesh: We have not heard from you for some time. Do you wish to continue to chat? Rakesh: Since we have not heard from you for some time, we will now end this chat. Please click to chat with us again if we can be of further assistance. Rakesh: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye! info: Your chat transcript will be sent to dsmith@leslietowncentre.com at the end of your This was an email from 11/12/14 Debi Smith: When I realized that the monthly charge wast $14.99, I paid for the annual subscription and understood that the $14.99 charges would stop and the previous one paid would be refunded. Please advise as to when the refund will be given. I purchased the annual in September and the last $14.99 charge was October 13th. My account shows that both plans are still in play and I am being charged for both. Please help as I only want the annual and the other needs to be credited.
Debi Smith: Will they email or call? I have to go now.
Sunil Kumar: They'll email you.
Sunil Kumar: Is there anything else I can help you with?
Sunil Kumar: Are we still connected?
Sunil Kumar: Since we have not heard from you for some time, we will now end this chat. Please click to chat with us again if we can be of further assistance.
Sunil Kumar: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!

Adobe <no-reply@adobe.com>

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.