Double Charge for Annual Subscription in December – Still No Refund After 3 Months

Forum|Forum|1 month ago
March 5, 2026
2 replies
75 views

Hello everyone,

I'm reaching out regarding a billing issue with my Adobe annual subscription.

In December, I was charged twice for the same subscription. I was informed that the duplicate payment would be automatically refunded. However, it's now been almost three months, and I still haven't received the money back.

I've already contacted my bank, and they confirmed that no refund has been issued on their end.

Could anyone advise on the best way to resolve this? Is there a direct contact or escalation path for billing issues like this?

Thank you in advance for your help.

Correct answer Jeffrey_A_Wright

Thanks for posting to this public discussion forum, @Stepanov379120057ax6 . I do see that you have contacted us several times, with the most recent interaction in February.

Please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to speak with a member of our team who can help you further. Please use a different device to reach us if you are unable to contact anyone.

Finally, please bookmark https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html for details on how to review and update your recent support cases.

Jeffrey_A_WrightCorrect answer

Legend

Thanks for posting to this public discussion forum, @Stepanov379120057ax6 . I do see that you have contacted us several times, with the most recent interaction in February.

Please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to speak with a member of our team who can help you further. Please use a different device to reach us if you are unable to contact anyone.

Finally, please bookmark https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html for details on how to review and update your recent support cases.

Stepanov379120057ax6Author

Participant

Thank you for your reply. I understand you're suggesting the standard path, but as I mentioned, I've been through it several times already, and it doesn't work.

My situation has reached a dead end:

Adobe claims the refund has been sent.
My bank claims no refund has been received.

Three months have passed. The money is either stuck somewhere along the way or has genuinely been lost due to a technical error. I'm tired of being the "middleman" between Adobe support and my bank.

I would like to propose two resolution options. Please choose the one that is possible on your end:

Option A (my preference): You escalate my case to Adobe's Finance/Accounting department. They conduct a formal payment trace (provide an ARN code or initiate a search through the acquiring bank) and return my money. This would be fair, as the error occurred on your side.

Option B (if the money is genuinely lost and technically impossible to recover): We acknowledge that the duplicate December charge was made in error, the money hasn't been returned, and I cannot wait forever. In this case, as a goodwill gesture and full closure of this matter, I am willing to accept a 1-year extension of my current subscription (as an equivalent to the lost amount). This would allow me to remain your customer and put this unpleasant experience behind me.

I hope for a constructive dialogue. I don't want to initiate a chargeback through my bank, as that would lock my Adobe account, but three months of waiting is already excessive.

Please let me know which option is feasible, and escalate this to someone who can make a decision.