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A.3423360320wp
Participant
December 13, 2023
Answered

Adobe is stealing my money!!!

  • December 13, 2023
  • 5 replies
  • 3350 views

Hello!
I have a Adobe Acrobat Plan for which I pay 24,19 € per month.

However, since September, I am being charged another amount of € 18,14 on the same credit card.

I have reported this in September and according to Adobe there was a double account, and they informed me they will remove the double account. I paid € 18,14 already but I was willing to neglect that.

However, In October I was being charged the € 18,14 again. 

As explained to Adobe I dont have any other accounts with other email addresses at Adobe. this is a mistake at their side.

their answer: we cannot cancel the plan because you need to provide us the email addres linked to the account. 

as account holder of the credit card I should be able to cancel this plan at any time, without question.

this is absurd and I am looking for other PDF programms as a result.

thanks Adobe, you lost another customer. (after researching the issue, it appears there are many more people with the same issue)

    This topic has been closed for replies.
    Correct answer A.3423360320wp

    Update:

    Adobe support cancelled the unknown PLan (hope this time it really is cancelled) 

    and asked me to arrange dispute for the money via my own bank.

    So far so good, but it shouldnt have taken so long to resolve this issue.

    5 replies

    Abambo
    Community Expert
    AbamboCommunity Expert
    Community Expert
    February 16, 2024

    For at least 3 years? I would have solved this by now. If Adobe is charging your card at some point they got that information or they would not charge. You should contact Adobe customer care on this. They can help you solving the issue.

     

    Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.

    For support via Twitter:
    https://twitter.com/AdobeCare

    (see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
    https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

    Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and check if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.
    If in doubt, ask the forum.

    ABAMBO | Hard- and Software Engineer | Photographer
    A
    A.3423360320wpAuthorCorrect answer
    Participant
    December 13, 2023

    Update:

    Adobe support cancelled the unknown PLan (hope this time it really is cancelled) 

    and asked me to arrange dispute for the money via my own bank.

    So far so good, but it shouldnt have taken so long to resolve this issue.

      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      December 13, 2023
      quote

      So far so good, but it shouldnt have taken so long to resolve this issue.


      By @A.3423360320wp

      Correct. Thanks for the update.

       

      And I don't know what the issue is, but I think that you should get refunded, without taking action. But OK, if you can call the bank and dispute the money, that's as good for you.

      ABAMBO | Hard- and Software Engineer | Photographer
      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      December 13, 2023

      Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.

      For support via Twitter:
      https://twitter.com/AdobeCare

      (see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
      https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

      Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and check if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.
      If in doubt, ask the forum.

      ABAMBO | Hard- and Software Engineer | Photographer
      JR Boulay
      Community Expert
      JR BoulayCommunity Expert
      Community Expert
      December 13, 2023

      This is a public forum, not Adobe support. Users, including the Community Experts, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.
      Adobe provides support through the Chat function on the contact page, through a phone call, or through Twitter.
      There is no email support, so beware of scammers.

      Acrobate du PDF, InDesigner et Photoshopographe
      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      December 13, 2023

      Re-contact Adobe support with the case number, so that this will be a follow-up call. The one with the credit card is the one that controls the money. Adobe support can find back the user-ID used for that. Ask Adobe to refund you for the illicit charge and ask them to cancel the plan you are not aware of. (Check that it is not a plan that you took by chance by trying out something: https://account.adobe.com/plans).

       

      You may also talk to your bank for options if Adobe does not cooperate. Options will be like charging back the amount or changing the card.

      ABAMBO | Hard- and Software Engineer | Photographer
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