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J
Jacobus32964927pi94
Participant
October 16, 2023
Question

I am being charged long after cancellation

  • October 16, 2023
  • 3 replies
  • 327 views

I cancelled my subscription well over a year ago and I am still being charged. Because I have cancelled my subsription I am not eligible for in-person assistance and my quiries have been lost in an endless loop with a virtual assistant.

 

Please help, every month this happens, I am billed as follows: 'You placed a €11,89 EUR order with Adobe Systems Software Ireland LTD <Removed by Moderator>

 

Please, help. Is there an email address I can use to get help? 

    This topic has been closed for replies.

    3 replies

    Shivangi_Gupta
    Community Manager
    Shivangi_GuptaCommunity Manager
    Community Manager
    October 17, 2023

    Hi @Jacobus32964927pi94,

    We're sorry for the experience you had. We'll make sure the issue gets addressed ASAP. We checked and found there is no active or cancelled Adobe subscriptions under this email address.

    Could you create a community post using the email addressed you used Adobe subscription for?

    We're here to help.

    Regards,

    Shivangi 

    J
    Jacobus32964927pi94Author
    Participant
    October 17, 2023

    Thanks so much for your help, Shivangi, so much appreciated.

    The email account is <Removed by Moderator>. This is also my PayPal
    account from which funds have been subtracted monthly.

    Yours sincerely,

    Jeffrey_A_Wright
    Community Manager
    Jeffrey_A_WrightCommunity Manager
    Community Manager
    October 17, 2023

    Thanks, Jacobus, but this is the same e-mail address which you used to post to this public discussion forum.

     

    Please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to begin a secure chat session with a member of our support team for help with locating the account that is being charged. If the chat continues to be unresponsive, Jacobus, then use a different device. 

     

    You can also use the steps in  https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update your active support case ADB-31441817-J9H7, but an interactive and secure chat will be much faster, Jacobus, so it would be worthwhile to try using a smartphone or tablet, if you cannot contact us on your computer.

    Kanikas
    Community Manager
    KanikasCommunity Manager
    Community Manager
    October 17, 2023

    Hi there,

     

    Were you able to contact support and get your issue resolved?

     

    -Kanika

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    October 16, 2023

    contact adobe support.  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.

      J
      Jacobus32964927pi94Author
      Participant
      October 16, 2023
      Thanks for the reply, I will try your AGENT suggestion and will report on
      my progress...
      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      October 16, 2023

      good 

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