Participating Frequently

Question

I have been double billed on two different adobe subscriptions since 2015.

Forum|Forum|8 years ago
February 12, 2018
9 replies
5692 views

Good Day,

I have two separate subscriptions with adobe. One subscription is "Creative Cloud Photography Plan" and the "Creative Cloud Single-App membership for Adobe premiere Pro".

I signed up for adobe premiere in 2015 through my paypal account while it appears the creative cloud photography plan was signed up for in 2016 ( I did not sign up for this plan to begin with ).

Initially I thought the amount that was being withdrawn from my account every month was for the adobe premiere pro service, so I went in to cancel my account and found that in order to cancel the account I would have to pay an ADDITIONAL amount. After further investigation, I realized that not only have I been double charged for the creative cloud services for the past few months, I had been double charged SINCE 2016. I could not believe it. I rushed into my paypal account to discover that DOUBLE CHARGES HAVE BEEN GOING ON SINCE 2015!

I have tried pulling up a chat window on their website but, it seems like a maze in fact once I finally got into the chat window, my browser crashed. I have no idea what is really going on here but, I would like a complete refund on every single double charged I have received since 2015/2016 on both accounts. And I would like to cancel my creative cloud photography plan!. I don't even have all those apps installed on my computer except for photoshop.

Is there a customer support team that actively monitor's billing??? What is going on here???

daleb93978594

Participant

Same has happened to me and I see it is happening to many people. This is fraud. They said I made a typo on my email. How is it possible to make an account with an email account that does not exist?

Abambo

Community Expert

daleb93978594 wrote
Same has happened to me and I see it is happening to many people. This is fraud. They said I made a typo on my email. How is it possible to make an account with an email account that does not exist?

Could it be that you did not read previous post?

OP had a Photography plan and a Premiere Pro plan (that he said he took). He said that he did not take the Photography plan, but that he had Photoshop installed on his system.

OP is contradicting himself as a Premiere Pro CC plan does not come with Photoshop, but the Photography plan comes with Photoshop. So the impression is clearly given that OP took 2 plans.

This also is a logical deduction as it makes sense to take those 2 plans when you need Photoshop and Premiere.

So you are saying that your situation is the same?

ABAMBO | Hard- and Software Engineer | Photographer

stellam57562718Author

Participating Frequently

I checked my account this evening to discover I was billed yet again for the month of feburary!!!

stellam57562718Author

Participating Frequently

I apologize I am not authorized to provide you incorrect email address as you did not verified it due to data protection policy.

Because it does not exist and you are blatantly lying instead of issuing a refund to my card.

I need my refund issued.

Stella, I am just trying to help you I am bound with the policies I can not provide you information of account which you do not verify

That's fine but, you can charge my account fraudulently?

I need my refund issued.

I am basically being denied a refund after you have been cheating me for years

Let me check what I can do best for you.

Please allow me 2 minutes.

We appreciate your patience and apologize for the wait.

Stella, I am going to escalate your case for full refund of 2 years from your incorrect email address.

I was charged since 2015.

When can I expect this so called "refund".

You will get refund in your account within 5-7 working days.

From 2015?

as well?

Yes, you are right.

I need proof and confirmation of this.

I would also like both subscriptions ( except adobe premiere ) cancelled without a fee.

Hello?

I need proof and confirmation of this. I would also like both subscriptions ( except adobe premiere ) cancelled without a fee. Hello?

???

Can i receive an email confirming these claims?

Hello?

stellam57562718Author

Participating Frequently

The customer representative via chat has now stopped responding and I have been swindled out of hundreds by a company that I would have never suspected in the slightest bit.

stellam57562718Author

Participating Frequently

Please wait while I transfer the chat to the best suited site operator.

You are now chatting with Darakhshan.
Please don’t close the chat window or browser tab since it will end our chat session.

Hello! Welcome to Adobe support.

How are you doing today?

Great

You are getting 2 charges on your pay pal from Adobe am I correct?

Technically four charges.

Do not worry I will help you to find all charges.

Since 2015 and 2016.

Please help me with all your possible email addresses.

.........

The only one I have used since joining adobe.

Please allow me 2-3 minutes to check your account so that I can assist you in better way.

Thank you.

We appreciate your patience and apologize for the wait.

I can see only one charge from pay pal in your account, could you please help me with BL number of both pay pal transactions?

Let's work on the 21.76 first

21.76 is charge on your card.

While I sort out paypal. I reported your double transactions to them last month and I would like to ensure that they have rectified it and stopped adobe's double charges first. Last I checked there were double charges there.

Yes, I have that window open now and I am working on taking those screenshots.

of 21.76 billed twice on a monthly bases since 2015.

Did you get any BL number on the transaction history of pay pal.

Looking

Can we address the double charges on my bank account?

As I can see you get charge one time the amount 21.76 since Sep 06 2017.

I have double charges here

and it goes back

to 2015

Are you getting double charge on card or on pay pal?

Feb so far has received one charge. because it is the first week, I know you guys will implement another charge next month.

On my card.

is what I am looking at right now

Let's handle one issue at a time

The bigger one first

21.76

Ok sure.

I am also working on the screenshots on my end

So Let me understand the situation first, you are getting double charges on your card and the charge is 21.76 am I correct?

Since I am drafting up a letter to the better business bureau as well.

Yes.

Thank you for information, please help me with the recent charge date.

Feb 7, 2018 ADOBE SYSTEMS, INC. 800-833-6687 CA 02/07 Debit card transaction −$21.76 Jan 12, 2018 ADOBE SYSTEMS, INC. 800-833-6687 CA 01/12 Debit card transaction −$21.76 Jan 8, 2018 ADOBE *PR CREATIVE CL 800-833-6687 CA 01/06 Debit card transaction −$21.76 Dec 12, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 12/11 Debit card transaction −$21.76 Dec 7, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 12/06 Debit card transaction −$21.76 Nov 13, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 11/11 Debit card transaction −$21.76 Nov 7, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 11/06 Debit card transaction −$21.76 Oct 12, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 10/11 Debit card transaction −$21.76 Oct 10, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 10/06 Debit card transaction −$21.76 Sep 12, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 09/11 Debit card transaction −$21.76 Sep 7, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 09/06 Debit card transaction −$21.76 Aug 14, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 08/11 Debit card transaction −$21.76 Aug 7, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 08/06 Debit card transaction −$21.76 Jul 12, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 07/11 Debit card transaction −$21.76 Jul 7, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 07/06 Debit card transaction −$21.76 Jun 12, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 06/11 Debit card transaction −$21.76 Jun 7, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 06/06 Debit card transaction −$21.76 May 12, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 05/11 Debit card transaction −$21.76 May 8, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 05/06 Debit card transaction −$21.76 Apr 12, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 04/11 Debit card transaction −$21.76 Apr 7, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 04/06 Debit card transaction −$21.76 Mar 13, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 03/11 Debit card transaction −$21.76 Mar 7, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 03/06 Debit card transaction −$21.76 Feb 13, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 02/11 Debit card transaction −$21.76 Feb 7, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 02/06 Debit card transaction −$21.76 Jan 12, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 01/11 Debit card transaction −$21.76 Jan 9, 2017 ADOBE *PR CREATIVE CL 800-833-6687 CA 01/06 Debit card transaction −$21.76 Dec 12, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 12/11 Debit card transaction −$21.76 Dec 7, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 12/06 Debit card transaction −$21.76 Nov 14, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 11/11 Debit card transaction −$21.76 Nov 7, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 11/06 Debit card transaction −$21.76 Oct 12, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 10/11 Debit card transaction −$21.76 Oct 7, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 10/06 Debit card transaction −$21.76 Sep 12, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 09/11 Debit card transaction −$21.76 Sep 7, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 09/06 Debit card transaction −$21.76 Aug 12, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 08/11 Debit card transaction −$21.76 Aug 8, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 08/06 Debit card transaction −$21.76 Jul 12, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 07/11 Debit card transaction −$21.76 Jul 7, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 07/06 Debit card transaction −$21.76 Jun 13, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 06/11 Debit card transaction −$21.76 Jun 7, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 06/06 Debit card transaction −$21.76 May 13, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 05/11 Debit card transaction −$21.76 May 9, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 05/06 Debit card transaction −$21.76 Apr 12, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 04/11 Debit card transaction −$21.76 Apr 7, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 04/06 Debit card transaction −$21.76 Mar 14, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 03/11 Debit card transaction −$21.76 Mar 7, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 03/06 Debit card transaction −$21.76 Feb 29, 2016 ADOBE *PR CREATIVE CL 800-833-6687 CA 02/26 Debit card transaction −$21.76 ADOBE *PR CREATIVE CL 800-833-6687 CA 02/26 Debit card transaction

For the past year

The ones from 2015 are on my statements.

I can only see the charge of 6 months on your card with my resources so it will be really helpful if you will please help me with the most recent charge.

But I can pull those too, print them out and start going through them

There are two charges

You don't see that?

Double charges

Jan 12, 2018 ADOBE SYSTEMS, INC. 800-833-6687 CA 01/12 Debit card transaction −$21.76 Jan 8, 2018 ADOBE *PR CREATIVE CL 800-833-6687 CA 01/06 Debit card transaction

This was just last month.

I am only able to pull up your date from Aug 17 2017.

I have been double charges since 2015.

Please help me with the last 4 digit of card, name on card.

......

It's even on my account

Please provide first and last name on card too.

Stella Moore

It's on my account too.

Thank you.

Sure.

Please allow me 2-3 minutes to find your second charge on card.

We appreciate your patience and apologize for the wait.

I found your second charge of 21.76, you have done a typo error when purchasing subscription that is why the subscription is placed in wrong email address.

Oh really? Since 2015?

Yes, you are right.

Interesting.

Now the best resolution is to cancel your plan from incorrect email address without cancelation fee and then you can ask charge back from your bank as fraudulent charge.

No, the best thing is that I get a refund on the double charges I have received and then cancel my account without a fee attached to it. I did not insert a "wrong email" address. That is on your end, this billing issue was coming from your end.

What is the "mistaken" email address?

I apologize I am not authorized to provide you incorrect email address as you did not verified it due to data protection policy.

Because it does not exist and you are blatantly lying instead of issuing a refund to my card.

I need my refund issued.

Stella, I am just trying to help you I am bound with the policies I can not provide you information of account which you do not verify

That's fine but, you can charge my account fraudulently?

I need my refund issued.

I am basically being denied a refund after you have been cheating me for years

Let me check what I can do best for you.

Please allow me 2 minutes.

stellam57562718Author

Participating Frequently

I took screenshots to show the double charges since I have to sit in the charge and basically argue with the representative about this and now they are telling me that I inserted the wrong email address that's why I was being billed twice and I need to report that these were fraudulent charges to my bank in order to get a refund.

stellam57562718Author

Participating Frequently

I will be including screenshots from both of my accounts shortly. Since it's a lot of transactions it might take a while.

stellam57562718Author

Participating Frequently

The representative I spoke to via chat tried to claim that i am being billed twice because I have two different subscriptions, then later on he says its because of a mistake and I have probably signed up on two different emails ( complete bull because I only use one email ).

defaultv0ojhf8phhdc

Participant

I just now went through the same thing. Said I signed up on 2 accounts when I only made one. It's like they made a second account and charged me for it as well. Wtf. I'm contacting my bank in the morning and getting a refund.

defaultv0ojhf8phhdc

Participant

To clarify, this is what happened. I noticed I was being double charged each month for the 3 months I've been signed up with adobe. The support rep found out there was a second acount under my secondary email. Now I know I didn't sign up for anything under Adobe for that secondary email, as it is used for videogame accounts only. That second account was apparently signed up via Google, which means instant sign up. The only possible way this account could exist is if I signed in via Google and accidentally clicked the wrong email. As per common sense, I'd try and use photoshop and see I don't have a subscription, which would tell me that's the wrong account. Afterwards, adobe would have decided to sign me up for a subscription plan against my will, which they have done to others in the past.

However, when I was talking to the support rep, they had me send an email containing my bank statements as proof of the double charge. I don't check my statements regularly, and when I was reading over them in full after sending them, I found a charge from Hong Kong, and from a restaurant with an international fee, which means that purchase was made within the city of Hong Kong, and I've never been outside the US in my life. So my other, and more realistic guess is someone in Hong Kong who has access to my debit card/bank info also has access to my identity, and used my secondary email to sign up for an adobe account for who knows. If this is the case, I apologise to the rep for being so harsh and threatening a block payment order from my bank. I know every single purchase I make because I have to since I only make 19k a year and budgeting is the only way I can afford anything nice for myself, and I know for a fact I didn't by two adobe subcriptions, even by accident. Either way, my bank is pretty good with spotting fraud and refunding. Unfortunately for them, my info has likely been out on the internet for a long time, since I've had over 2 dozen fraud incidents in the 5 years I've been with my bank.

stellam57562718Author

Participating Frequently

Engagement Window

You're chatting with Debasis

Thank you for contacting Adobe membership services. You will be attended to shortly.

You are now chatting with 'Debasis'

Thank you for contacting Adobe Membership Services Stella. I’ll look into your account right away to view exclusive offers for your membership.

Hi Stella, How are you doing today?

Meanwhile, may I have your phone number to update your profile?

I have been double billed on both of my adobe subscriptions!!!!!! ONE SINCE 2015 AND ANOTHER SINCE 2016

I NEED A REFUND

CAN YOU PLEASE LOOK INTO WHY I HAVE BEEN CHARGED TWICE FOR THE PAST 3 YEARS???

I can understand your concern but please allow me 1-2 minutes so that I can look into the details for you and provide you with the best resolution.

You mean to tell me your billing advisors and accounts receivable clerks have been receiving double payments ON BOTH ACCOUNTS FOR THE PAST THREE YEARS AND THOUGHT IT WAS A NORMAL REOCCURANCE?

We appreciate your patience and apologize for the wait.

Thank you for confirming your contact details & appreciate your patience. As I can see that you have Creative Cloud Photography plan (one-year) ‎& Creative Cloud single-app membership for Adobe Premiere Pro (one-year) .

My god, and then on top of that, I have tried cancelling my account on several occasions I have being forced to PAY AN ADDITIONAL AMOUNT.

My paypal account and bank account clearly state that I have been double billed

even the invoices shown on both of these apps don't reflect the right thing

I can see that you have 2 subscription that is why you are being double charged every month .

No!

I am being double billed on BOTH subscriptions

BOTH SUBSCRIPTIONS COST DIFFERENT AMOUNTS

and I am being bill TWICE

for each amount

Please allow me 1-2 minutes to review your account details.

Since 2016

and 2015

I had to go into my statements, further back to discover that this has been going on for longer than I thought

We appreciate your patience and apologize for the wait.

Just last month alone. I was charged 21.76 on January 12 and Jauary 06

I can see that you are being charged 10.88 usd / month for photography plan on paypal on 17 of every month.

Same with every other month since 2016

I am being charged 21.76

You are also getting charged 21.76 usd for Adobe Premiere Pro CC on your card on 6th every month .

The single app is 10.88

and I have been double charged on that too

Well either way

I have been double charged

on both

Can you see about getting me a refund?

Please allow me 1-2 minutes to review your account details.

I have been double charged on adobe preimiere since 2015

premiere

What your invoice shows does not reflect what is actually going on

I can see that you also have a subscription on different email adsress .

That is why you are being charged double every month .

Just a moment, I will take screenshots and put it on the forums instead, since I am not getting any type of assistance on this

I am being double charged on the visa card ending in 3140

and my paypal account

but no worries. I will take screenshots, I share instead, since you can't seem to want to help me

Since 2016 I was charged twice

21.76

I am trying to help yuo that is I made you aware of the double charge.

then with the other amount 10

I was charged twice

the double charges are of the same amount

that is FOUR TIMES

21.76 + 21.76

I can see that because you have a subscription under different email adress & there is typo mistake that is why you are being double charged every month for 21.76 .

and 10.88 + 10.88

what about the 10.88?

What kind of type of that?????

Stella, my apologies, I can see that you have been single charged 10.88 every month on paypal .

I need a refund or we can create a class action law suit and involve the better business bureau

My paypal account shows that I have been double charged on that too

Dou you remember any email address where signup for a subscription ?

the one I have using which is skyss112@yahoo.com

Okay.

I can see that you have been double charged for 21.76 every month .

But I can see that you have being single charged for 10.88 every month .

I am looking on my paypal and I see a double charge

on 10.88

No problem, I am writing to the better business bureau in just a moment with these screenshots since I cannot get any assistance via chat

I can understand that .

In that case I will simply transfer the chat to billing so that they can find the charge for 10.88 on paypal .

What about my refunds on the 21.76

May I go ahead & transfer the chat ?

No, I would like my refund processed

For the past 3 years I have been double billed

and noone ever thought for one second that a customer sending money in twice a month every two weeks was odd?

I have to get into my statements and look further back to see that this was going on longer

Stella, I can understand that but you have a subscription under different email address that is why you were double charged .

This is the only email that I have ever used with ADOBE

Stella, I can understand that but without verifying we cannot process the refund .

( removed because it contains sensitive information )

That's just a preview

In order to find the charges on paypal I need to escalate this case to the concerned department .

May I go ahead & transfer the chat ?

What about the charges coming from my personal account also?

I will transfer the chat & they will help you .

May I go ahead & transfer the chat ?

Sure

Engagement Window

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded