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jadaa44994789
jadaa44994789
Participant
March 31, 2020
Answered

Adobe Complaint escalation UK

  • March 31, 2020
  • 2 replies
  • 3358 views

Hi,

Could anyone please advise on the complaints process or contact for Adobe UK. I have been on chat with support with adobe since 6:30am and they have refused to give me any escalation process or contact regardless of several direct requests by myself!

 

Adobe has taken almost £600 from my account without prior notice. When requested, they sent me an email which they state was sent to me at the start of March, however the amount also differs from that which was taken out of my account. I have also requested a copy of the chat history, but the represetative has failed to provide me with this.

 

I'm based in the UK and am having to hold with the US call centre. But would prefer to speak to a UK representative. 

      Correct answer Jeffrey_A_Wright

      Jadaa44994789, I am sorry that you encountered problems while attempting to cancel your membership.  I am showing that a credit was issued yesterday.  As discussed in case ADB-12211665-P9N7, you may need to wait up to three to 5 days for the credit to show up.  The delay depends on which financial institution you are using and how quickly they can complete the process.

       

      If you need to provide any additional updates you can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update support case ADB-12211665-P9N7.

      2 replies

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity ManagerCorrect answer
      Community Manager
      March 31, 2020

      Jadaa44994789, I am sorry that you encountered problems while attempting to cancel your membership.  I am showing that a credit was issued yesterday.  As discussed in case ADB-12211665-P9N7, you may need to wait up to three to 5 days for the credit to show up.  The delay depends on which financial institution you are using and how quickly they can complete the process.

       

      If you need to provide any additional updates you can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to update support case ADB-12211665-P9N7.

      jadaa44994789
      jadaa44994789Author
      Participant
      March 31, 2020

      Hello Jeff,

       

      Thank you for your response, however, the refund was issued today after it came to my attention that the money had been taken out of my account.

       

      Could someone please contact me to discuss this. 3-5 days is not acceptable! Speaking to an agent via the chat is of no use to me, as unfortunately their responses are script read.

       

      Although £595 may not be a significant amount of money to Adobe, this money was set aside for my mortgage. Due to the Covid-19 crisis, I have not worked for 3 weeks (no sob story, just facts), and I require this money in my account.

       

      Thank you 

      Jeffrey_A_Wright
      Community Manager
      Jeffrey_A_WrightCommunity Manager
      Community Manager
      March 31, 2020

      Jadaa44994789, I am sorry, but there is no way for us to speed up the process beyond requesting that you are credited.

       

      You can try contacting your banking institution to help verify there are no delays.

      jadaa44994789
      jadaa44994789Author
      Participant
      March 31, 2020

      I am on the telephone with Adobe now and they are refusing to assist me.

      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      March 31, 2020

      There is nothing more that we can do for you here on this user to user forum. You can only escalate with Adobe in written form and if you really think that there is a juristic problem with the help of a lawyer.

       

      All other counsels that we could issue are contacting Adobe customer care what you are doing. But for any other reading this and not knowing how to contact Adobe customer care: Adobe customer care can be contacted here: https://helpx.adobe.com/contact.html - click the small callout at the lower right of the screen and type "agent".

      ABAMBO | Hard- and Software Engineer | Photographer
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