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Payment Plan Issues and terrible Adobe Customer Service

Forum|Forum|8 years ago
March 19, 2018
9 replies
5708 views

I have had a membership plan with Adobe for a year now and updated to a higher plan last year to include most of the CC package applications. These plans are expensive to say the least. Out of no where there appears to be an issue with my Paypal payment details when there never has been. Adobe then took out multiple payments out of my account... it was getting ridiculous where there was a $43.99 payment being taken out every hour. I had 4 transactions removed from my debit account associated with my Paypal in the one day. Adobe support was completely unhelpful, so I was bound to do seek unauthorised payment assistance through Paypal, who then took it upon themselves to terminate the automatic payment plan without my authorisation. Now Paypal has blocked all Adobe payments and I can't seem to reinstate them and Adobe is taking no responsibility for this issue. All through this, my payment plan details in my Account profile still highlight that there is an issue with my Paypal, however it seems that the issue is between the Membership Accounts department of Adobe and the receiving of funds. The updating Payment Methods section with the Account Profile is poorly done, given no updating issues other than directly through Paypal. Details that are already correct.

Now I am in a situation whereby my membership is going to get cancelled at no fault of my own because Adobe's system sucks and it can not communicate effectively with Paypal. Nor are Adobe's customer service team in India helpful, with language barrier being an issue and they keep running to a script that this is Paypal's issue. I am seriously at my wits end and this has been almost a month of back and forth fighting and I need my Creative Cloud membership to undertake my work seeing though Adobe no longer provides effective software licences that can be purchased outright. I keep responding by return email to the Adobe emails as they specifically ask and still I keep getting the automated messages saying the same thing... "Cancellation Warning"... Arrrrgggghhhhh!!!! If this is the issues that are had with Paypal there is no way I am going to place my actual credit card details against my account.

Can someone who has had a similar experience please let me know if you were able to get a successful resolution. I'm about done with this whole experience.

This topic has been closed for replies.

Correct answer ProDesignTools

Obviously if there is a payment error, then you can dispute any incorrect charges with your credit card provider.

But the simpler way might be to contact Adobe Customer Service (via chat or phone) and let them know + ask them to fix the error.

Contact Customer Care

D

dom1438

Participant

I'm having the exact same problem. I've had a yearly subscription since 2015. This year suddenly I get a "problem with charge" email from adobe. Even though the AmEx card I am using is the same for the last 4 years. Plus, I even added a license after the fact (bringing my total to 3, full CC mind you) and that payment went through fine. Well, I start getting alerted that my subscription is expired and I have 30 days to resolve the issue or my programs will stop working. I call customer support. The customer care team in india told me they had to cancel the license and add two new ones. They promptly charged my card and the charge went through. They then told me I could use the apps just fine. So while on the phone with them I tried. THIS time the program said my license is expired and I could only use the trial version for 7 days. When I explained this to the customer care team they said it would be fine in "24-48 hours".... here I am now 4 days later and it still doesn't work. Every time I call they tell me it's been escalated and they will call me back in 24 hours. By the way the trial only works on premier pro and after effects. Audition won't work at all. So now, I have projects in limbo I can't complete because the apps I've been paying for no longer work. Adobe, you're customer service is the worst of all time. These guys read straight from scripts and no one can ever tell me how they can fix my problem. Can someone tell me a number I can call and get a tech in the U.S. who can actually help???

chanders59074988

Participating Frequently

Hi dom1438,

Sorry for the frustration. I have sent you a private message, please check and send me the details there so that I can help.

Thanks,

Chandni

J

johnm85832337

Participant

I was talking about how Adobe should have responded. But if you want the specific details, here they are.

My Adobe cc account has been linked to PayPal for several months with no issues.

This month, I got an email from Adobe stating that there was a problem with my billing. I checked my Adobe account and made sure PayPal was linked. It was. Then checked my PayPal account to see if there was any issue. My PayPal account had a pending transaction for Adobe with a message to the effect that the amount would be charged when Adobe completed the transaction.

To make sure things were ok I contacted Adobe customer support. They looked at the account details and told me the problem was "technical" and that I needed to contact PayPal.

I contacted PayPal and they informed me that the transaction was stalled because Adobe had refused or rejected the transfer, and to resolve it, Adobe would need to cancel the original transaction and run a new one.

I informed Adobe customer support of the information from PayPal and they told me that I was wrong, the issue was "technical" and I needed to resolve it with PayPal.

At this point I was fed up and I needed to get to work, so I told the rep they needed to figure it out and signed off.

Late in the evening I saw another payment problem email from Adobe and contacted customer service again. This time they told me there are no issues and closed the ticket.

As of this afternoon there are now 2 pending transactions in my PayPal account from Adobe.

I fully expect to be online with tech support on Monday for either a double billing or more issues with the payment not going through.

J

johnm85832337

Participant

First, Adobe should be able to offer an explanation of the issue beyond "it's technical" and "there was an error". Without knowing the cause of the error it cannot be resolved.

Second, Adobe should offer clear steps to resolve the situation. "Contact PatPal" is not a helpful or productive response. I would expect Adobe to have people who are able to troubleshoot payment issues. Even if I do need to contact PayPal, I should be able to go to them with a list of specific details and actions to take.

Third (and most frustrating) after I did contact PayPal and received details on the issue including steps that need to be taken by Adobe. My rep insisted that I was wrong and that I needed to contact PayPal. So BELIEVE YOUR CUSTOMERS. If you can't fix or diagnose or resolve an issue don't tell the people who are trying that they don't know what they are doing.

Overall my experience with Adobe customer support has shown me that it's there to deflect blame rather than fix problems.

ProDesignTools

Community Expert

Hey John, it seems you still haven't given any details on what the actual issue is – and how you think Adobe could possibly fix it, and why you believe it's not on PayPal's end?

BBQ Pope

Participant

Hey, Tool

New to the community here and I've been reading old issue comments and seeing the types of problems and assistance Adobe customers get. Should I go back and count how many people have said they're having the exact same problem? Better yet, let's count how many times a helpful, polite and informative answer was given. Because counting to 0 is much faster than counting to 100.

There is a GLARINGLY OBVIOUS trend I am noticing with Adobe and that is 1) horrible products, 2) horrible plans and 3) horrible support. But instead of trying to turn any of that around, you and other Adobe "community" (*ahem* employees(?)) just continue with the blame shifting, misdirecting, and all round poor community support. It's really sad to see such an industry leader fall flat on their face. Good ol capitalism at it's best, right?

J

johnm85832337

Participant

I just ran into a similar issue today. Adobe's payment failed to go through and while PayPal is very precise about what the issue is and how to resolve it, Adobe help desk insists that the issue is entirely the fault of PaypPal and will take no action to address the issue. I told them the steps they needed to take and they told me it was not an issue on their end.

Really terrible customer service by Adobe.

ProDesignTools

Community Expert

Hi John,

Can you give more details? What steps do you think Adobe needs to take? Why do you think the issue is on Adobe's end and not on PayPal's?

Just curious, as to what specifically you think the problem might be. Thanks.

I

IF_de_Chine

Participant

Hello,

we asked Adobe to remove any record of my bank card, they said they cannot make any payment wihtout my autorisation and that they do not have access to my credit card information.

We insisted and demand my credit card information to not be stored in their system. They pretend they had removed them.

And then we got debited for a licence we didn't want and for which we never provided any credit card information !

and even the credit card information stored on the account the name is incorrect.

Not being able to remove the bank card information that's totally unprofessional.

The only way is to ask a new credit card from the bank after each payment.

Abambo

Community Expert

https://forums.adobe.com/people/IF+de+Chine wrote
And then we got debited for a licence we didn't want and for which we never provided any credit card information !
and even the credit card information stored on the account the name is incorrect.

If you didn’t provide CC information, how can you be charged?

ABAMBO | Hard- and Software Engineer | Photographer

I

IF_de_Chine

Participant

We gave the credit card information by phone, for the payment of a first licence, then we asked adobe to not Keep those information.

I checked my account online and Saw the credit card information that I only provided by phone appearing. The credit card holder name was incorrect though.

I was unhappy about finding credit card number and expiration date appearing SO i called adobe and after a misundersting they charge us for a New licence. The misunderstanding was cleared few minutes later. This New licence was thus cancelled right away and since I did not provided creditcard information during that Call nor the correct holder name, i thought they won't be able to debit the credit card.

I went on holiday. When i came back i realised the credit card was debited. The New licence has been cancelled but not the paiement. SO somehow they kept the right Holder name and were able to go through with the payment.

They are refunding us after i called them.

But they will not remove the credit card information even and There is no Way to remove Bank information From your online account either. The only way is to cancel or renew your credit card at your bank.

A

Anonymous

Just had my account debited for $43.99 AUD as well. Cancelled through PayPal but can't seem to contact a person to chat with. If someone could please post the best phone number to discuss this issue for customers in Aust. would appreciate.

ProDesignTools

Community Expert

Hi Lucas,

The best/only channel is via the link posted in the previous comment, just above your message... That should work to contact Adobe Customer Service no matter where in the world you are.

Is A$43.99 more than what you had previously been paying? If so, are you a student? Then it may be that either: (a) your first-year promotional student/teacher pricing is up, and the subscription price would revert to the regular Educational rate, or (b) you haven't yet reconfirmed your student/teacher status with Adobe for the next year, in which case the quoted rate would jump up to the standard commercial price (but this can be fixed).

O

Orion28

Participant

Same here! Adobe billed me twice in a week. Done with this crowd.

Prazzle

Known Participant

I’m ready to just cancel the entire account. Looking into other software I can use. None are as good and are more expensive but worth it if I don’t have the headaches. Would rather deal with that than have unexpected charges to my Visa account every month.

ProDesignTools

Correct answer

Community Expert

Obviously if there is a payment error, then you can dispute any incorrect charges with your credit card provider.

But the simpler way might be to contact Adobe Customer Service (via chat or phone) and let them know + ask them to fix the error.

Contact Customer Care

P

philippee28324308

Participant

@prodesigntool...."
Obviously if there is a payment error, then you can dispute any incorrect charges with your credit card provider.

But the simpler way might be to contact Adobe Customer Service (via chat or phone) and let them know + ask them to fix the error.

Contact Customer Care

I do can NOT agree with these recommendation... due I reached out 2 times and contacted the Customer Care, due I have no possibility to change my payment plan to paypal.... due to my relocation to Indonesia/ SEA... it doesn't accept it???? All my cards get rejected and the only "tip" I get was to cancel my plan and reregister, then paypal will work.. but it doesn't... so I spend already hours to try to solve this issue... and adobe seams not be interested in any flexibility to help that I can pay my plan.... just very frustrating... and it made me sadly checking for other solutions ... after using adobe for 20years... and payed a lot of money.... not really the way to deal with customer as I think...

bbss2000

Participant

The same thing happens to my Visa card. Every month I have problems with payment. Adobe's payment system sucks!

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