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Raymond Moayeri
Raymond Moayeri
Participating Frequently
October 7, 2025
Question

Major complication with billing - refund incomplete

  • October 7, 2025
  • 1 reply
  • 342 views

Hello all.  I have had a major billing issue, which support was very helpful with.  They agreed to two separate refunds, one to PayPal, which I received, and another to my credit card, which I did not receive.  Currently I am subscribed to Adobe for Enterprise, through my community college.  Therefore I cannot access Adobe Chat again directly, to ask for help with this promised refund.

I will describe what happened as quickly as I can.  Close to a year ago I ordered the Full Suite through College Buys.  At that time I was very unclear about how to sign into specific accounts correctly, and how to make payments and set up College Buys.  So as I tried to navigate signing in and transactions, I ended up signing up for two full priced subscritions on different emails and different payment methods (paypal and credit card, as I stated) instead of the College Buys subscription.  So for a year, I paid about $1,560 instead of $100.  I understand this was due to my own error.  So I entered chat separately for each of the two fully paid accounts.  In each case, I was offered a refund of half, which I consider fair enough, so that essentially I would've paid the standard private full price for a year.  However, I have only received one of these refunds, to my paypal, and not the one to my credit card.

Again, I have literally no option to contact Adobe directly.  I hope that with the situation I've described, that the two refunds of half for each of two accounts seems reasonable, even if I had not meant to go through College Buys.

I am a student who is very enthusiastic to work further with Adobe.  And finances are quite tight for me right now.  Respectfully, I have been counting on both refunds to be honored.  Any answers from someone from Adobe, and/or someone who might point me in the right direction would be greatly, greatly appreciated. Thanks all...

1 reply

kglad
Community Expert
kgladCommunity Expert
Community Expert
October 7, 2025

unfortunately, no one here can fix that for you.

    S
    Community Manager
    Shivangi_GuptaCommunity Manager
    Community Manager
    October 7, 2025

    Hi default8ta9us39gfc5,

    Thanks for reaching out!

    I’ve reviewed your account details and found that the most recent refund issued by Adobe was approximately three years ago.

    Could you please confirm if you're referring to that same refund? If so, I’m afraid we may not be able to re-issue a refund that old, as it falls outside our eligible refund window.

    Let me know if you're referring to a different transaction. I’d be happy to take another look.

     

    ^Shivangi

      Raymond Moayeri
      Raymond MoayeriAuthor
      Participating Frequently
      October 8, 2025

      Hi Ms. Gupta,

      Thank you so much for your response, and for taking the time to check into the situation.  It is very kind of you.  

      So, a refund was issued September 25th this year, I believe to an account with a different email associated with it, than this one.  I presume that is why you do not see a refund, as it is not to this account.

      Again, the situation is complicated.  I unknowingly was paying for two separate accounts.  The refund, I believe, was issued to paypal for the account on a different email, so I'm guessing not the email associated with this account, which must be why it doesn't show up to you.

      So shall I perhaps direct message you the two email addresses of the two accounts I was paying for?  Then you might see what was refunded, and what was not.  

      Once again, thank you so very much!

      Best wishes,

      Ray

       

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