Participant

Answered

Cancelled subscription is still charged and somehow reactivated without consent

Forum|Forum|7 years ago
September 18, 2018
5 replies
3352 views

Dear Adobe,

You indicated that my subscription was cancelled on 8/16/2018 yet I am still being billed in September and the subscription is still running when i logged into the account. Please explain what the hell is happening here? I want my subscription cancelled and I don’t want to be charged for a subscription that I am no longer using for more than 1 year! This is the 2nd time your guys have told me that they have assisted to cancel my subscription yet money is still being deducted from my account. Do i have to change my credit card just so you guys cannot charge me anymore? I am really enraged about this.

Please solve this issue. I’ve been paying hundreds of dollars for a subscription that was supposedly already cancelled and I don’t want to continue paying for a cancelled subscription!

Regards,

Zawiyah

Creative Cloud

Correct answer John T Smith

This space is provided by Adobe, but this is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the Covid virus, so wait times are long
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
.
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
or
Twitter tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

M

Majestic_experience0207

Participant

I cancelled my service several times and it keeps billing me. Make it stop I am at the end of trying to communicate.

kglad

Community Expert

@Majestic_experience0207

check your account, https://account.adobe.com

what's it show?

A

Alison29628043ropb

Participant

I have had this issue twice now! They waited a year to start charging me again and I never got an email so it has been about 8 months. Originally, I was able to get a partial refund. Now, the chat help assistant is saying there's no record of those charges or the case I had opened. Once he got my account info (incl some of my card number to "locate the issue") he cut the chat. I hopped right back on with another agent who will hopefully be able to help me. I just gave him the same info so if he cuts the chat like the ohter guy then I am going to FLIP and see what action I can take, incl report fraud.

Unbelievably unethical.

Adobe is a great service but this is a S. C. A. M. I will find literally any other alternative than deal with Adobe again.

kglad

Community Expert

@Alison29628043ropb

before you do that, contact adobe support so you can get the erroneous charges rescinded. there are 2 ways to contact adobe; chat 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.

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

A

Alison29628043ropb

Participant

Oh I apologize, the other reply I left was to myself, hadn't seen your response!

I am on the official Adobe virtual assistant. Two agents have closed the chat after I gave them the account info they needed to get more info on the charges and waited 10+ mins each time for them to get back to me. I am on with a third person now who so far has been much more helpful.

They were able to offer me a "good will" refund for 3 mo out of the TEN MONTHS of charges. Not ideal but its at least some sort of result.

After my issue is resolved i am removing all banking connections from my Adobe account. I am taking NO more chances.

F

frederique_joke

Participant

Hi same here I cancelled in May, I had confirmation about it and they suddenly start to charge me again today. What to do about that?

John T Smith

Community Expert

Go back up and read my previous reply

Bani Verma

Community Manager

Moving this query to Adobe Creative Cloud community.

John T Smith

Correct answer

Community Expert

This space is provided by Adobe, but this is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the Covid virus, so wait times are long
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
.
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
or
Twitter tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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