Unjust cancellation & loss of prepaid month due to support error (Case ADB-47556397-M2S6)

Hi all,

I need to report an issue regarding customer support and account management.

My annual prepaid Creative Cloud Pro plan was scheduled to expire on November 17th. Today (Oct 15), while requesting to remove my stored credit card to prevent auto-renewal, a support agent accidentally canceled my active plan early, immediately cutting off my access—32 days before the actual end date.

The supervisor confirmed this was an administrative error from Adobe's side and provided Case ID ADB-47556397-M2S6. However, both chat and phone support insist that the ONLY way to restore my prepaid days or issue a refund is if I re-enter my credit card into the system.

I have explicitly refused to store my credit card again to protect my privacy and financial security. It is unacceptable that a customer must re-submit payment details to recover 32 days of prepaid service lost due to a company mistake.

Has anyone faced a similar issue where support holds prepaid time hostage unless payment details are kept on file? Is there any Staff member here who can escalate this properly without demanding financial data?

Thank you.