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M
M-Kain
Participant
May 18, 2020
Question

Advice for billing correction

  • May 18, 2020
  • 1 reply
  • 391 views

I need advice on how to break through the front-line customer service regarding billing.

 

I am really upset about the fact that I needed Illustrator for a project in December. Because I was in a rush, I didn't see that the (misleading) purchase options pulled me into an annual subscription paid monthly, instead of the month-to-month subscription I inteded to buy. This is an honest mistake.

 

I have now lost an additional $70 into a product I used twice LAST YEAR. If Asobe is doing things right, they collect usage statistics and can confirm I have not even launched their product in 2020. I tried talking to customer service, and gave up because it was going nowhere. Instead of cancellation, I was tossed into a 4-month no-charge bin and my previous charged went un-reversed, until I could get a huge block of time to dedicate to the issue. Of course, I keep forgetting, and am being slowly bled by the vampire of SAAS.

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1 reply

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
May 18, 2020

I'm afraid that's not how things work, sorry.  I have a cell phone data plan that I pay monthly for regardless of whether or not I use it.  It's the same with your Creative Cloud plan.

 

Please log-in to your paid plan below. Click on Manage Plans.  Find out when your plan expires.  There is a 50% early termination fee for cancelling before your 12th month of service unless you can persuade a Customer Care agent to waive it for you.   No guarantees.  Scroll down to Support, click on Contact Adobe.
https://account.adobe.com/plans

 

Good luck!

 

Nancy O'Shea— Product User & Community Expert
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