Participating Frequently

Question

credit card payment problems

Forum|Forum|12 years ago
November 19, 2013
54 replies
66520 views

I've tried contacting Adobe over chat to try and resolve this, but the chat applet just hangs each time I've tried it (tested in Safari and Chrome browsers on a 2013 Macbook pro running Mavericks) I've got a couple of messages from Adobe indicating that they couldn't take payment from my credit card. Same credit card that they've been using for over a year. I spoke to the credit card company, they say there is no problem with the card and that Adobe has not tried to take payment. I got them to check twice, so they are 100% sure that this is the case.

There doesn't seem to be any point in re-entering the credit card details, it's a corporate credit card and nothing has changed.

I can't find a telephone number to speak to Adobe about this and the emails sent to me are from a "noreply" email address.

Help! How do I speak to someone to find out what the problem is and fix it?

Creative Cloud

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barbo345

New Participant

Hi. I am also having the same problem. In fact, there is not place to enter any credit card information on my account at all. This is how I came across this forum. I have phoned, I have contacted via the chat line. Everyone says they are looking into the problem. The last time I talked to someone was last week Thursday. The was by chat and I was told that my problem was going to be passed on to someone with more experience. The week before I phoned and was put through to customer care and the fellow saw what was happening - my credit card information was just dropping off the account leaving it in the 'air'. He was going to get his supervisor to deal with it - who was supposed to phone me back within the hour.

I still have not had even a confirmation that my case is being looked into. I have not had any email. I don't have a ticket # to quote. My LR Mobile has just run out, next it will the Photoshop CC.

This has been going on since October when I tried to pay for a LR upgrade that I had downloaded. My credit card info would not 'stay'. I phoned and was told everything was ok - but it wasn't. I went through all the customer care, etc. who told me that everything was ok now - but it wasn't. I ended up going to a local shop to purchase the upgrade disc.

I would like to be able to go to a local dealer and purchase the CC license there instead of the difficulty to trying to pay for something online with Adobe.

My card is good, I also called to find out if there was a problem, etc.

Will this ever end I wonder.

Beverley Gray

Community Manager

Hi barbo345

Sorry for the frustration caused.

Your case is currently being worked on and as soon as it's resolved we'll let you know.

Kind regards

Bev

V

verseti

New Participant

Hi,

Within 23 days my license stops because my creative cloud wasn't paid for the month february. The balance on my credit card is enough to pay, but it didn't. What can I do now?

Fabienne

Arnaud_Mélon

Adobe Employee

Hi Verseti,

I checked your account and saw the payment is unauthorized. Could you please check with you card issuer that they are not blocking payment requests from Adobe, especially from their Electronic Banking Service?

In the meantime you will still have access to the software.

Please let me know when you will have more information.

Thank you.

Arnaud

F

Felix_B_

Participating Frequently

Hi.

Guys, I am tired of having the same problem, over and over again. Payment error.

Also, in january I had to chat, then make international phone calls at Adobe and nothing was solved. Only when I got here and complained, I got it done. (see the full history in this thread)

A month ago, it all started again. I had the money in my account, but I got the error message. I let the money there, waiting for your server to do the thing it was supposed to do. Now, I am on my last day (1 day remaining), I still have the money in my account and you still can't take it. Really, am I suppose to deliver it personally? No matter how much I try, I can't pay you.

This time I am not calling to Adobe Bulgaria on my money. Neither spend any time on chat with someone that, after 10 minutes, decided that can't help me and suggest to phone call.

Long story short, I am trying to pay for a service and I can't pay, so my service becomes inactive.

No matter how this ends (you can take the money during the time I have left and I keep using the software until my contract is over OR not take the money and the license expires, I don't care), I will quite Adobe's payment via CC. I will buy the software, just to get rid of this payment method joke.

D

David Mines

New Participant

Hi,

I am having the same problem. Since changing my credit card details no payments have been taken out of my account. How can this be fixed??

I've tried calling, live chat, but nobodies home. Can this be fixed before my subscription is cancelled?

Thank you

David

Beverley Gray

Community Manager

Hi David

I'll look into this and get it resolved.

Regards

Bev

L

lars64Author

Participating Frequently

So to recap: asking questions via chat doesn't work (as the chat doesn't work, or there is constantly no-one there), there's no telephone number to call and no email address to contact Adobe about billing issues.

My last resort was to try via this forum and guess what - still no answer from Adobe!

Please, please, won't you fix YOUR problem so that you can take MY money?

I guess that these problems stem back to where Adobe lost all of that sensitive customer credit card information to hackers, so I can understand you being busy sorting out the aftermath of that disaster, but please - give me some way of sorting this out with you?

Beverley Gray

Community Manager

Hi lars64

Could you please confirm the last 2 digits of the card that should be used for payment. I can see that a different card was used for the November payment which wasn't successful.

We can then investigate further.

Kind regards

Bev

S

Skeet_McPeet_III

Participating Frequently

Wow, you guys really are in a mess aren't you. I feel bad for you, but really you need to be more proactive with your customers over the problems that you are experiencing. Not let them find out when you send them a "sorry to see you leave" message!

I've checked my account. Your "Payment Info" shows xxxx-xxxx-xxxx-1234 where '1234' is really the CORRECT numbers of my corporate Visa card (to be clear 1234 is a made up number, my card ends in a different 4 numbers). However, in "Edit Payment Info" the last 4 digits are from a COMPLETELY DIFFERENT CARD.

It looks like you've scrambled up some of your credit card records.

I've taken a screen shot of this that you are welcome to, but I guess that you already know all about this issue.

Do you want me to leave the Payment Info as-is so that you can see your problem, or do you want me to re-enter the correct (unchanged) credit card details?

Also, I know that you've stated publicly that you've informed all of the credit card companies that your records were compromised, but you should know that HSBC do not appear to have been informed. At least when I spoke to their on-line fraud prevention department they were completely unaware of the issue.

this exact situation is happening to me at the moment. it's very frustrating.

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