Skip to main content
bertv38342789
bertv38342789
Participant
November 22, 2017
Answered

How to cancel a Stock subscription which I have not ordered and support chat not responding?

  • November 22, 2017
  • 2 replies
  • 426 views

Since the month of June a monthly charge of 36,29 is billed on my credit card for Adobe Stock. I have never ordered this subscription! It is not visible in my account information. Still the billing continues monthly.

I had a chat with support. The agent promised to cancel the subscription and to refund the last month (only). However, nothing happened and the billing continue. The case number was

0223451621 and got closed without any resolution.

I have tried several new chats, each time without any response.

Who can stop this?

    This topic has been closed for replies.
    Correct answer Beverley Gray

    Hi there

    Thank you for contacting our support team who have resolved your issue.

    Kind regards

    Bev

    2 replies

    Beverley Gray
    Community Manager
    Beverley GrayCommunity ManagerCorrect answer
    Community Manager
    November 23, 2017

    Hi there

    Thank you for contacting our support team who have resolved your issue.

    Kind regards

    Bev

    bertv38342789
    bertv38342789Author
    Participant
    November 23, 2017

    Indeed I finally got a support person on the phone who solved the issue almost (4 months credited of the 5 months billed, so one month still due from your side). You still owe me 35 EUR - will you follow up on that?

    Please note that it is fairly impossible to reach your support teams. The chat function does not respond 9 out of 10 attempts. And that one time an agent responded, he did not solve anything and simply closed the call. And reaching you by phone is as difficult if not worse (try to find a phone number on your website).

    Please note also that your “10 stock images for free” promotion is confusing if not swindling or scam.

    As a customer I have seldom be treated so badly. Please accept the feedback.

    Beverley Gray
    Community Manager
    Beverley GrayCommunity Manager
    Community Manager
    November 27, 2017

    Hi there

    Yes, I'll check that the remaining refund is being processed.

    I am sorry to hear that you had problems contacting our support team.  On the support page, please ensure you sign in with the Adobe ID associated with your product and then you'll be given the appropriate support options.  I see your subscription is under a different ID from the one used to post on this forum, which may have caused an issue.

    Thank you for your feedback.

    Kind regards

    Bev

    Kanikas
    Community Manager
    KanikasCommunity Manager
    Community Manager
    November 22, 2017

    Moving to Adobe Stock​

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices