I could not delete the cards I WANTED to delete

Question

I just want to share a bad experience I have had with Adobe a few minutes ago.
I visited my Account page and wanted to update payment information. I noted there were 3 cards, one of those had expired.
To my utmost dismay, I could not believe that I could not delete the cards I WANTED to delete as Adobe does not allow that option for its customers, unlike companies like Google or Apple.
I had to chat to a totally clueless and useless virtual assistant.
Eventually I was connected to a human, who took nearly 20 minutes to delete 1 card.
The whole experience of trying to delete cards for payment methods took me nearly 30 minutes, a process which should not have taken more than 5 minutes elsewhere.
This is not my first bad experience with Adobe.
I only have 1 app now in my plan, I used to have 20 ! I am trying my best tor leave Adobe and its extremely poor customer service and do business with other more friendly and more in-tune companies.

BernardMR · Accepted Answer

understood, but it's unclear why you couldn't change billing method for the problematic card. that is something that adobe (still) supports (for other users).

understood, but it's unclear why you couldn't change billing method for the problematic card. that is something that adobe (still) supports (for other users).

By @kglad

Here are extracts from one of the emails I received from Customer Care:

understood, but it's unclear why you couldn't change billing method for the problematic card. that is something that adobe (still) supports (for other users).

By @kglad

Here are some extracts from one of the email messages I received from Customer Care:

>>>>> We value you as an customer,
>>>>> Sorry for the issue, you had faced, with our through the chat,
>>>>> we understand that you need to delete your card details, which was ending with the **** [I have edited >>>>> personal. information] , because the card details was been expired,
>>>>> we are here to help you out,

>>>>> under the [email address of my Adobe account - edited] , we don't see your card linked with this account or >>>>> with any other plans,

So @kglad it seems that the link between the problematic card and the email address registered with Adobe was broken (that's my guess). The problematic card had an expiry date in the past month and that is why I wanted it removed; I could not do it on the web; that's why I approached Customer Care via the chat, first the bot then an agent.

I also gave the agent all other email addresses I could have used in the past but none of them had a link with the problematic card.

The other cards that were also expired but were still linked to my address were removed by Customer Care. The problematic card is still there, they cannot remove it but it cannot be used because it is expired.

Usually my bank issues cards valid for 2 to 3 years. The problematic card that expired last month must have been issued by my bank in 2022 or 2023.

I recall an incident in June 2022 when all the cards in my wallet were stolen: I had them blocked immediately by the bank.

Could it be possible that Customer Care was/is unable to link the card because it has been blocked by the bank? I do not know; this is pure conjecture.

I could and still can add a card for a new payment method in my Adobe account but I cannot delete a card because that functionality is simply not available for Adobe subscribers (at this stage according to @Kanikas as it could be an option available to us subscribers in the future).

kglad · Answer

if you have a current subscription, you must have, at least, one card on file. however, more than one isn't needed and there "should" be an option to remove excess cards.

if you have no subscriptions, you can remove your account (including credit cards) by going to https://www.adobe.com/privacy.html, click contact us and request your adobe id be deleted.

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