Still no refund after one month: endless runaround from Adobe support

Hi,

I’m writing here out of pure frustration after dealing with Adobe support for over a month with absolutely no resolution.

On August 18, I received an email from Adobe Genuine Team (mail@email.adobe.com) claiming that my subscription was not genuine which makes no sense, since I purchased my subscription directly through an official Adobe representative.

When I contacted Adobe support via chat, they told me:

“After checking on our end, I can confirm that no such email was sent by Adobe. Also, the email address you shared is not an official Adobe ID. We kindly advise you to ignore any messages received from that address, as it is not affiliated with Adobe.”

Two weeks later, I received another email from Adobe stating that my subscription had been cancelled because it was not genuine.

From that moment on, everything has been a complete mess. I started a chat conversation with Adobe Customer Support on their chat. Without me requesting it Adobe refunded the amount of my active subscription, even though I clearly stated that I wanted to continue using the service. That same day (September 5), they set up a new subscription for me and assured me that I would receive a refund for the cancelled one (the one they wrongly identified as “non-genuine”).

I was told that a refund of €194.03 had been issued on September 5, but today is October 5 (exactly one month later) and I still haven’t received the money.

Since then, I’ve contacted Adobe support via chat five separate times. Every single time, I’ve received a different promise and timeline, none of which have been fulfilled:

• September 5 “Somana” told me I would receive the refund within 5–7 business days. I didn’t.

• September 9 “T R” said it would arrive within 24–48 hours. It didn’t.

• September 15 “Syeda” said I would receive it in 3–5 business days, then changed that to 6–7 days in the same chat. She even gave me a ticket number, saying it was “proof that your refund request has been logged and is being actively worked on.” I never received the refund.

• September 19 “Kushal” said it would be credited in 5–7 business days. It wasn’t.

• September 29 “Vignesh” said to “wait a little longer” and that he would “escalate it to the backend team with top priority.” (again, since I already had a ticket ID from September 15th). Still nothing. He/she also even lied to me saying that the refund invoice was sent to my e-mail. 30 minutes later what I received was THE ORIGINAL invoice. I mean, the one I paid when I originally subscribed to the now cancelled account. 
  
  

It’s now October 5, one full month since the refund was supposedly issued and I still haven’t received my money.

Honestly, this whole situation is completely unacceptable. I’ve spent MANY hours in chat with multiple Adobe representatives, specially considering how robotic they are with their repeat scripted answers without actually reading or understanding what I’m saying. Meanwhile, I’m paying for one of the most expensive subscription services in the creative software industry, a service that doesn’t even provide ownership of the product.

For comparison: a licence for the "A" suite costs around €70 for a perpetual license, while one or two months of an Adobe subscription cost the same and yet "A"'s customer support is far more responsive and respectful than what I’ve experienced here.

I sincerely hope someone from Adobe can finally take responsibility for this situation and help me receive the refund I’ve been waiting for since September 5. This is EXTREMELY annoying and I'm considering swithching to any other software that respects their customers.