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Sabina26070260d9fd
Participant
September 12, 2022
Answered

I am being charged for already cancelled free trial - no plan to cancell??

  • September 12, 2022
  • 3 replies
  • 554 views

Hi, I found out I am being charged monthly from my credit card with no active plans, no billing details included, nothing. I am just seeing my money fleeing from my account and when I log in, my account tells me: no active plan, nothing to manage.

 

What to do? I cant even find a proper customer support to discuss the issue.

 

    This topic has been closed for replies.
    Correct answer Volker280674428da8

    Hi, the same thing happened to me. However, I got a hold of a person to have a chat exchange with. The reference in the credit card transaction indicates what the user account the payment is associated with. So, I found out, that the reference was hinting towards another account other than mine. That means, somebody else stole the cc-data involved when initially setting up the account. Upon finding out, I blocked the card calling the CC-hotline and Adobe blocked the fraudulent account. The CC-company will send me some documentation to fill out and return to them, so they will reclaim the money from Adobe for fraud. Hopefully, that will put an end to it....

    3 replies

    A
    Anonymous
    July 17, 2023

    I have the exact same issue. On both of my accounts this current one and my other one i am being charged with no active plan. If this doesnt get resolved soon i will have to delete both of my accounts.

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      July 17, 2023

      @29961781 

       

      contact adobe support. there are 2 ways to contact adobe; chat and twitter:

      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:
      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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

      V
      Volker280674428da8Correct answer
      Participant
      January 26, 2023

      Hi, the same thing happened to me. However, I got a hold of a person to have a chat exchange with. The reference in the credit card transaction indicates what the user account the payment is associated with. So, I found out, that the reference was hinting towards another account other than mine. That means, somebody else stole the cc-data involved when initially setting up the account. Upon finding out, I blocked the card calling the CC-hotline and Adobe blocked the fraudulent account. The CC-company will send me some documentation to fill out and return to them, so they will reclaim the money from Adobe for fraud. Hopefully, that will put an end to it....

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        January 26, 2023

        @Volker280674428da8 

         

        thank you.

          Abambo
          Community Expert
          AbamboCommunity Expert
          Community Expert
          September 12, 2022

          You need to contact Adobe customer care for this. Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
          Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

          (see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
          https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

          ABAMBO | Hard- and Software Engineer | Photographer
            S
            Sabina26070260d9fdAuthor
            Participant
            September 19, 2022

            Hello, I already did and it was solved quite quickly. Apparently, there was a typo in my order (or credit card number - not sure). The lady was very helpful and my money have been refunded.

            So eveyrthing worked. Thank you for your reply anyway!

              Abambo
              Community Expert
              AbamboCommunity Expert
              Community Expert
              September 19, 2022

              You're welcome. And thanks for the update with your pleasant experience with Adobe support. 🙂

              ABAMBO | Hard- and Software Engineer | Photographer
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