ACROPRO SUBS UNAUTHORIZED CHARGE AFTER CANCELLATION

[Ruth2819982213qt]

I have only noticed now that since November 2022, I have been charged approx $33.15 each month for Adobe Acropro Subs Dublin IRL plus a currency conversion fee of $0.63

I had signed up for a 7 day free trial of Adobe Acrobat Pro on the 6th of November 2022. I have the email that confirms it, and that states the free trial ends on the 13th Nov, and that if cancelled before Nov 27th I would get a full refund.

I cancelled it on the 9th Nov 2022 (NZ time) and also have the email confirming the cancellation, yet have been charged every month.

I spoke to the online help and all they could say was that they have no records of transactions apparently and had no advice or indication that they could help any further. Why is there no email to be able to converse and share files in these circumstances? this seems to be a reoccuring issue with MANY people on this forum.

Im going to my bank to hopefully get these payments stopped at my end, but i want my $101.34 refunded!

[John T Smith · Accepted solution]

This space is provided by Adobe, but this is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the Covid virus, so wait times are long
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This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
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https://helpx.adobe.com/contact.html?rghtup=autoOpen
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[kglad · Accepted solution]

how did you contact the online help? 

did you use the chat option at https://helpx.adobe.com/contact.html?rghtup=autoOpen  and type 'agent' in the input field?

[Ruth2819982213qt]

Yes

[Abambo]

Why is there no email to be able to converse and share files in these circumstances? this seems to be a reoccuring issue with

By @Ruth2819982213qt

Hi Ruth,

What would e-mail change to the chat message that you got?

Check the links as shown in @kglad's and @John T Smith's messages and re-contact Adobe customer care via chat and make sure that you get connected to an agent. You can show the cancel mail and the charges to them and get your refund, as this seems to be an invoicing error, according to the information provided by you here.

[Ruth2819982213qt]

They might actually read what Ive written and look at attachments properly instead of continueing to talk about a $1 authorization fee as being what I was inquiring about. 

[kglad]

i assume you logged into your account (https://account.adobe.com) and that shows the acrobat subscription included in your screenshots.

if so, contact support again and have them check that same account.

[Ruth2819982213qt]

yes, theres no plan or subscription or invoices that show up on my account

[kglad]

oh, then there's a different account using your credit card.  if that's not you or someone authorized by you to use your card, your card is being used fraudulently.  ie, contact your credit card and report the problem.  check for other unrecognized charges.

[Ruth2819982213qt]

How is it that the payments started then at the same time that my plan was meant to start, had I chosen to not cancel?

[kglad]

i don't know.

but if your account shows no subscription and adobe agrees, you have no subscription, going to your credit card company is the next step.  

but just to make double sure, you opened https://account.adobe.com and there's no active subscription, correct?