Trial period ended, couldn't end subscription within 14 days due to no money in account

Question

Hey guys I need help with this issue. I spoke online to support however while they've claimed its been cleared up, my Adobe account still claims I will be charged on April 28th.

Details of events here:

I accepted the free trial for premier pro to help edit a video for university. I promptly forgot about the trial. I then noticed a failed charge of £19.97 on my account as clearly it have elapsed. Unfortanlty however due to it being a failed charge, I had no way to manage the account and cancel the membership. No worries I thought, I'll eat the charge as tax for my ADHD and cancel afterwards.

But no. Apparently Adobe has so far withdrawn the £19.97 from my account twice and is now stating I need to pay £109 to cancel. I cannot pay this! I'm working on an extremely limited budget, I can't even afford the initial £20 as evidenced by my literal inability to pay it.

I have since spoken to support, and they have said the subscription has been cancelled free of charge. However my account still states I am subscribed and must pay on April 28th. Additionally, why have I been charged £19.97 twice?

I had no idea using a trial would incurr this sort of problem if it elapsed a couple of days, £150 for a days mistake?

Does anyone have any information on how I can resolve this issue. I am a student and frankly I can barely afford food currently, this bill is beyond my ability to pay.

kglad · Accepted Answer

try can cancel yourself using this info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you are unable to follow the steps described in the "how to cancel page", re-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

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