Complaint regarding incorrect subscription charge after cancellation

Dear Adobe Support,

I am submitting a formal complaint regarding an incorrect subscription renewal and attempted charge after I canceled my Adobe Firefly trial.

On the renewal date, at 08:50 AM Cyprus time, I received confirmation from your support agent that my subscription had been canceled. I have a screenshot of this conversation as evidence. Based on this confirmation, I understood that the cancellation had been processed before the scheduled renewal.

However, I did not receive any cancellation confirmation email. I contacted support again before the renewal time to clarify the issue. During this second conversation, I was repeatedly transferred and eventually the chat was closed without resolving my request.

At 12:16 PM Cyprus time, I finally received the cancellation confirmation email. This means the cancellation was only processed after the renewal had already taken place, despite my earlier request and your agent’s direct confirmation at 08:50 AM.

After receiving the cancellation confirmation, I deleted my Adobe profile. Later, I noticed that Adobe is still attempting to charge my card for the renewed subscription.

I explicitly requested cancellation before renewal and informed your support team that I was not satisfied with the service and did not wish to continue using Adobe Firefly. The delayed processing was caused by your support handling, not by any action on my side.

Please investigate this issue urgently, cancel this wrongful charge, and confirm that no payment will be collected for this renewal period.

I can provide screenshots of both conversations and the timestamps as supporting evidence.

Sincerely, 

Nadiia Klepas