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Elizabeth23451238a0rg
Participating Frequently
March 5, 2024
Question

Cancelled my plan, but Adobe has sent me an email saying they're trying to charge me

  • March 5, 2024
  • 5 replies
  • 1193 views

I cancelled my yearly pre-paid plan in advance on the 16th of February, and it was supposed to end on the 4th of March.

Last night (the 6th) I got this email from Adobe:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

I have checked my online account and there is no evidence of a still active plan of any kind.

I tried calling the help line but due to being in Australia the call does not connect and the AI chatbot lied and said I'd recieve a call within a minute and I never did.

I just want to know whether this is a normal bug with cancellations or whether I should be worried about a ghost renewal charge coming through at some point for a plan I cancelled almost a month ago.

 

Please help.

    This topic has been closed for replies.

    5 replies

    A
    Alexei35930847hs5g
    Participant
    March 7, 2024

    Just tried cancelling my plan and these guys made this thing as hard as damned possible. This is not incompetence it's designed to frustrate people into giving up. They even try to sell you more crap it's like a used car dealership.

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    March 7, 2024

    it's embarrassing to hear that, but stick with your goal.

    Kanikas
    Community Manager
    KanikasCommunity Manager
    Community Manager
    March 7, 2024

    Hi there,

    We hear you!

    I thoroughly checked your account. Adobe was trying to charge your account; however, there was a payment issue on your account for which Adobe was sending your emails to update the payment method.

    Since the payment method was not updated, your account has been suspended. By suspended, we mean

    that the subscription is now inactive. You will not be able to use Creative cloud now.

     

    Let us now if there any other help you need from us.

     

    Thanks

    Kanika

    E
    Elizabeth23451238a0rgAuthor
    Participating Frequently
    March 7, 2024

    the "payment issue" was me having CANCELLED MY SUBSCRIPTION a month ago. I know what suspended means. I'm just shocked Adobe still tried to charge me, and still is, after a clean CANCELLATION

    Shivangi_Gupta
    Community Manager
    Shivangi_GuptaCommunity Manager
    Community Manager
    March 6, 2024

    Hi @Elizabeth23451238a0rg,

    We appreciate you reaching out. We see that there is a payment issue with your account. Please contact our support team as suggested by @kglad and they'll be able to help you with it.

    Let us know if you have any questions.

    Regards,

    Shivangi 

    E
    Elizabeth23451238a0rgAuthor
    Participating Frequently
    March 6, 2024

    Is no one here listening? I have been unable to contact any human support members. That is the crux of my problem. I outlined this in my post. Can someone please just put me in touch with a (HUMAN!) support member. Twitter is useless and the AI chatbot isn't helping. I have requested a phone call about 6 times now and no one has called.

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      March 6, 2024

      @Elizabeth23451238a0rg 

       

      why can't you use twitter/x?

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      March 5, 2024

      in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

      p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



      <"moved from using the community">
      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      March 5, 2024

      there are 2 ways to contact adobe; chat and twitter (now x):

      chat:
      use a browser that allows popups and cookies
      and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
      in the chat field (lower right), type AGENT
      be patient, it can take quite a while to reach a human.

      twitter/x:
      tweet @AdobeCare

      p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

      E
      Elizabeth23451238a0rgAuthor
      Participating Frequently
      March 6, 2024

      so what you're telling me is there is no gauranteed way to contact adobe anymore. got it.

      (I already tried the AI chat bot you linked, it did not link me to an agent at any point. i asked for a call multiple times and nothing has happened.)

      twitter i may as well attach a flier to a local lamppost

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        March 6, 2024

        if you have no subscription, use twitter/x.

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