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M
Miguel27775443oioh
Participant
January 2, 2023
Question

Still being charged after cancelling, haven't exceeded the refund term.

  • January 2, 2023
  • 3 replies
  • 168 views

I've been charged in November and December for a Pro plan I've cancelled 3 days after the  free trial version.

I don't get why this is happening and I demand a refund. If only you had a contact I could talk to, that would be much easier.

Adobe sent me an email, as you can read in the second picture, confirming the cancellation.

 

"Prezado(a) Miguel,

Este email confirma o cancelamento da assinatura do Adobe Acrobat Pro. Você continuará tendo acesso às ferramentas de assinatura e aos serviços online até o final do ciclo de faturamento em 22-Novembro-2022 (PT). Depois disso, sua conta será convertida em uma associação de nível básico e gratuito.
Se você mudar de ideia ou se fez isso por engano, poderá reativar facilmente sua assinatura."

 

in English:

 

"Dear Miguel,

This email confirms the cancellation of the Adobe Acrobat Pro subscription. You will continue to have access to subscription tools and online services until the end of your billing cycle on 22-November-2022 (PT). After that, your account will be converted to a free and basic tier membership.
If you change your mind or if you did it by mistake, you can easily reactivate your subscription."

 

 

 

 

 

This topic has been closed for replies.

3 replies

kglad
Community Expert
kgladCommunity Expert
Community Expert
January 3, 2023

you need to contact adobe support.  there are 3 ways to contact adobe; chat, phone 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.

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

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

    R
    Community Manager
    Rashmi27002770wxveCommunity Manager
    Community Manager
    January 3, 2023

    Hi there,

     

    We appreciate you writing in.

     

    Firstly, I’d like to sincerely apologize for the inconvenience you had to go through. That should never have happened, and I completely understand how frustrating this must be for you.

     

    We indeed see that you have a cancelled Acrobat Pro plan under the email address associated with the community.

     

    Since, this is a community forum and we will not be able to discuss any billing or refund related issues, I would request you to contact our Customer Support team and you will get all the help you require in order to resolve the issue.

    We are happy to share the link that can help you to connect with the Adobe Customer support via chat.

    https://helpx.adobe.com/contact.html?rghtup=autoOpen

     

    Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

     

    Hope the information was helpful to you. Please let me know if you have any further questions.

     

    Sincerely,

    Rashmi Swain

     

      JR Boulay
      Community Expert
      JR BoulayCommunity Expert
      Community Expert
      January 3, 2023

      [MOVED TO THE ACCOUNT, PAYMENT, & PLAN DISCUSSIONS]

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