Participant

Answered

Cancelled Subscription - still being charged, Help!

Forum|Forum|8 years ago
December 31, 2017
4 replies
2774 views

Adobe sent me an email notice in November that my Teacher/educator subscription was going to double from $17 a month to $34 a month on December 2nd. Adobe says this was part of the contract I signed when I first agreed to the subscription. I'm sure somewhere in the fine print there was a reference to this, but it must have been very well hidden. I'm a teacher in a parochial school and can't afford $400 a year for this software subscription. So I was surprised to see a bill on my credit card in December for $34.

I searched my sent emails only to find that the Adobe Mailbox rejected my email; reason: mailbox full. So when I went to the Adobe site to cancel my account I was told I would have to pay $175 dollars as a penalty.

If there's anyone out there from Adobe please help. I'm perfectly willing to continue paying $17 a month, but can't afford the $34 nor the $175 cancellation charge. I'm happy to send you the bounced email if you require it.

Delivery has failed to these recipients or groups:

The recipient's mailbox is full and can't accept messages now. Please try resending your message later, or contact the recipient directly.

Creative Cloud

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Correct answer kglad

Manage your Creative Cloud membership

if that doesn't help you, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html or contact @adobecare via twitter.

J

Jason Andrew

Participant

Please let me know if you have tried removing your credit card from the subscription page. If not, then remove your credit card from the subscription page. Hopefully, you will never face this issue again

K

Kevin25729039xqq0

Participant

doing the same thing to me, i cancelled my card and today i find they somehow charged my new card without me even giving it to them, I am investigating this all the way through mastercard and the banking system because it is blattant fraud, and whoever gave them my card, mastercard or any other 3rd party is going down.

kglad

Community Expert

you won't be able to remove your card (unless it's replaced by another).

using a browser that allows popups and cookies, contact adobe support by clicking 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

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.

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

C

Capturleat815

Participant

Similar problem here, at least in part. I have been trying to reply to an email adobe sent to me for several days now. Their mailbox is STILL full. Of course it is. It's just all part of the pattern with them. My browser btw, allows pop ups and cookies. My cache is also clear. The website doesn't work for cancellation or management of account. I tried dozens of times back in mid-December, and have been trying enough times since. They assume you can afford the several hours of time they will have you tied to your pc/device being left on hold in 'live chat'. I can't, and I can't use the telephone. So you need a twitter account to contact customer service care are you being serious @kglad ??? You're not are you, you're being funny, or at least I sincerely hope so...

gregf33409973 you shouldn't have to explain yourself and it shouldn't be made so difficult. You might have to get your credit card company to step in. I was forced down the paypal route, now Adobe are (of course) emailing me for a response but won't empty their own inbox to receive it! Really unethical, no emails being allowed to customer service (wth!), near-impossible to either cancel or change anything with regard subscriptions (I've been trying in vain to manage two different ones) but if they don't get their money, yes they're straight on it, whilst remaining unavailable. Shocking.

ADOBE EMPTY YOUR DAMN INBOX!!!

kglad

Community Expert

emails aren't monitored.

use chat.

G

gregf33409973Author

Participant

Chat works technically, but has no authority to correct the situation. When contacting chat about my issue all the fellow from the other side of the world told me was that the contract was specific and the new price would have to stick, despite all my please that I did notify them to cancel my account before the deadline when I responded to their original email.

kglad

Correct answer

Community Expert

Manage your Creative Cloud membership

if that doesn't help you, using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html or contact @adobecare via twitter.

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