Question
Problems caused by the Customer Care
I wanted to send this message to Adobe as an email, so that I would have a document on my hand, but I couldn't find any email address.
My individual plan subscription was ending and I would get an automatic renewal of the same individual subscription for 3766.56 TRY on 17.11.2019
As I decided to change my plan to a team plan for non profit organizations, I had contacted the customer care via chat. They redirected me to Schools and Universities Plan. So, I purchased the team plan from the link myself on 15.11.2019 for 2232 TRY and my credit card was charged for that amount.
But I was not informed that I should cancel my ongoing individual plan as well in order to avoid automatic renewal charges, by the customer care.
As this Monday morning on 18 November, I realized that the automatic renewal amount, 3766.56 TRY was charged from my previous credit card too, which was a surprise for me.
The minute I realized I have prepaid yearly amount for two licenses, while I only want one license in team plan, I contacted custamer care via chat again.
I asked the customer care, named Subrata, to cancel my last auto-renewal individual subscription and help me get a refund for the amount (3766.56 TRY). I am told that the plan purchased on 15 November will be canceled. I declined and said that the plan I want to cancel is individual plan, which was purchased on 17 November and also gave the order ID, so that there won't be any mistake.
Unfortunately, Subrata made a mistake and didn't cancel the plan I asked him/her to, but canceled the team plan I just purchased on 15 November.
Now that the team plan is cancelled, the refund will reach in 5 days. I still want to cancel individual plan, which was my purpose in the first place.
But if I cancel the individual plan as well, I will have no license left to sign in. So I cannot cancel the unwanted license as well.
Now, I am suggested to cancel the individual plan and purchase the team plan again before the refunds reach us. But then our credit cards would be charged for a full amount for the third time, which is a problem for a non profit organization.
I am told by the customer care that "in prepaid payment method you can cancel the individual subscription anytime and there will be no early termination fee." But I couldn't be sure how binding the words of the customer care are.
So I would like to be assured that I will not pay any fee for the cancellation of the individual plan, while I wait for the refund of 2232 TRY.
So I would like to be assured that I will not pay any fee for the cancellation of the individual plan, while I wait for the refund of 2232 TRY.
Since it is the fault of the customer care, I am not happy with the situation I came accross.
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