How to complain subscription

Question

Hi,

I had a year long sub on photography plan. Received an email to notify of auto renewal on 29th July 21. I cancelled on 13th July 21 . (see screenshot) Subsequently I have been charged and auto renewal proceeded. I have tried live chat, spoke to three representatives and told that if I want to cancel (I am within 14 days of new auto renewal) I will have to pay 50% of sub fees. I was told to provide cancellation email which I did not receive but I DID take a screenshot for exactly these kind of errors. A glitch on their end has obviously occurred. I do not use the service and I don't need it. I was told a manager would call back within 24 hours and I did not hear back. I am in the Uk and the financial ombudsman has advised me to put something in writing as first approach.

However, I cannot find an email address or otherwise. Can someone help. I need a cancellation and refund of payment already taken. I have already had to spent too long on something that I have taken all the steps to cancel. Does anyone have a uk email/address for written communications?

Nancy OShea · Accepted Answer

If you did indeed cancel, there is a record of it in your support history along with a case # for reference. You can find it by logging-in to your online account and scrolling down to VIEW SUPPORT HISTORY (see screenshot).

https://account.adobe.com/plans

===============
How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html
===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

LinSims · Answer

This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Adobe provides support through the Chat function on the contact page or through a phone call. There is no email support.

Since you are having so much trouble with the Live Chat feature, I suggest you try phone support.

PHONE: You can also search this page for a regionally appropriate phone number for customer support.

https://helpx.adobe.com/contact/phone.html

Good luck.

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