Inspiring

Answered

Adobe Creative Cloud Account Suspended

Forum|Forum|1 year ago
April 16, 2024
5 replies
8693 views

Hello,

Last Friday, I received an email from Adobe informing me that my Adobe Creative Cloud Account is suspended due to fraudulent behavior. They provided a phone number to call, and I have been trying to reach them for the last two days. However, they are not answering the phone. I have been waiting on the line for hours each time, but they are not picking up at all. I also tried to contact Twitter Support, and they advised me to call the number. I informed them that no one is responding to my calls. Yesterday and today, I called the support number more than 10 times each day and held the call for more than an hour, but still got no response. At one point, the voicemail instructed me to use the live support on the website, but I cannot access the live support because the support section does not allow me to reach an agent since I don't have an active plan on my account.

I am currently working on a project with a deadline, and this situation is directly affecting my work and the delivery time of my project. I have not engaged in any fraudulent behavior. Therefore, if they continue to keep me waiting on the phone line without providing a proper solution, I am planning to take this case to Consumer Rights since I still have the receipt of my purchase.

Account management

This topic has been closed for replies.

Correct answer Wimox

As can be seen in the comments from different customers who have the same problem, we got our subscription back. I always believe that defending your rights is the best option to fight against unacceptable and unethical behaviors if you did nothing wrong.

However, there are a couple of things I still don't understand:

Why did this problem occur for Adobe customers?
Why did Adobe employees and customer agents refuse to help us?
How can we get our subscriptions back when Adobe employees and Adobe's customer agents accused us of not purchasing the subscription from Adobe's website?
While Adobe employees and Adobe's customer agents keep telling us that there is nothing can be done about this problem, how did we get our subscription back?

And many more questions...

As you can see, even these questions prove our point and show that Adobe was constantly refusing to help us until now. It was a very shameful move from Adobe. I hope things can be better for them, but it won't be better for us since they treated us this way and accused us of a bunch of nonsense.

W

WimoxAuthorCorrect answer

Inspiring

As can be seen in the comments from different customers who have the same problem, we got our subscription back. I always believe that defending your rights is the best option to fight against unacceptable and unethical behaviors if you did nothing wrong.

However, there are a couple of things I still don't understand:

Why did this problem occur for Adobe customers?
Why did Adobe employees and customer agents refuse to help us?
How can we get our subscriptions back when Adobe employees and Adobe's customer agents accused us of not purchasing the subscription from Adobe's website?
While Adobe employees and Adobe's customer agents keep telling us that there is nothing can be done about this problem, how did we get our subscription back?

And many more questions...

As you can see, even these questions prove our point and show that Adobe was constantly refusing to help us until now. It was a very shameful move from Adobe. I hope things can be better for them, but it won't be better for us since they treated us this way and accused us of a bunch of nonsense.

kglad

Community Expert

locking.

K

KarelBBB

Participating Frequently

Stejný problém, můj účet byl zablokován na 6 dní a nemám žádnou podporu od společnosti Adobe ani mě nikdo nekontaktoval. Nechci platit nové předplatné, aby se to neopakovalo...
Potřebuji pracovat a chtěl bych zjistit, zda bude poskytnuta nějaká kompenzace za služby, které jsou hrazeny a nejsou poskytovány.

Kontaktoval jsem společnost Adobe, ale zatím mi nikdo nepomohl.

K

KarelBBB

Participating Frequently

Same problem, my account has been blocked for 6 days and I have no support from Adobe nor has anyone contacted me. I don't want to pay a new subscription to avoid the same thing happening again...
I need to work and would like to see if any compensation will be provided for services that are paid for and not provided.

I have contacted Adobe but no one has helped me yet.

kglad

Community Expert

@KarelBBB

many people have recently reported the same issue. to resolve, contact adobe support*. they will reply to you in a few days after getting your information.

you can start a trial subscription (with a different adobe id/email). BUT if your problematic subscription is restored, you must remember to cancel that trial (preferably) within 7 days, or you'll have have two subscriptions when that trial becomes a paid subscription.

if the problematic subscription is cancelled permenently, you'll have a different subscription (if you don't cancel). purchasing directly from adobe.com (https://creative.adobe.com/plans), assures a legal vendor.

*

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

W

WimoxAuthor

Inspiring

@Jeffrey_A_Wright @kglad

With the steps "Kglad" told me, I finally reached the customer service on the Adobe website about this problem. However, customer service didn't want to help me.

First, I spoke with a person named Mohit, who confirmed that I am eligible for this purchase. However, they wanted to charge me for another annual subscription plan. I didn't accept this since I already paid for it and made a purchase on the Adobe website, and I still have the receipt for this action.

After that, I spoke with Kumari, who didn't even spend any time on my problem and redirected me to another person.

Finally, I spoke with a person named Dhiraj. This person told me that I paid 1526.40 Turkish Lira for the annual subscription. However, this person also claimed that Adobe never had a plan with this fee and recommended me to talk with my bank to get a refund. I refused it since I still have the receipt and I can still see the old Adobe subscription plans with the Wayback Machine. I stated that I know my rights, how to defend them, and the obligations of customer service. Still, this person refused to help me due to legal and privacy concerns and left the chat immediately.

So, this means Adobe is trying to scam people by canceling their subscription after making a price change in my country, which can be labeled as fraudulent behavior. Tomorrow, I am going to the customer rights court to file a complaint about Adobe and Adobe's customer service. I have the receipt, the phone call records, and also the chat history with customer service. Based on the information I have, I am in the right position and could easily win any lawsuit against Adobe due to this action. I am going to inform Twitter support about this and also share this information on Twitter and LinkedIn to inform my friends and people who are using Adobe globally.

What a shame for Adobe!

Jeffrey_A_Wright

Community Manager

@Wimox please use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you have any additional questions about the information provided to you in case ADB-34132349-T3G1.

This is a public discussion forum, but I can confirm that the code you purchased for one of your memberships was invalidated. I would recommend that you contact whomever you purchased the code from and ask for a refund. Additional information on how to utilize redemption codes can be found at https://helpx.adobe.com/download-install/kb/redemption-code-help.html.

I am sorry if Adobe's price is not the same as what you were offered through the reseller. I would still encourage you to contact your educational institution to see what plans they offer for their students and faculty.

W

WimoxAuthor

Inspiring

I'm really fed up with explaining myself over and over again, but I'm the person who made this purchase on Adobe's official website. I still have access to the receipt on Adobe's website and I also have several physical copies of it.

I recommend that you also get well-informed about this problem, as it is only happening in Turkey after Adobe made a price change. If you want to check the old prices and Adobe's offers, please use the Wayback Machine to see the old prices. It's easy to do and will just take a couple of clicks to see the truth.

Have a nice day, and thank you. You are the only person who has tried their best to help me with this problem.

Jeffrey_A_Wright

Community Manager

Thanks for the update, Wimox. I recommend using a different device and clicking on https://adobe.ly/43ZSyue to begin a secure chat session. You appear to be blocked from even starting a chat session on the current computer Wimox.

I do see that you have two different memberships under the account. One of those memberships was invalidated, but you will need to speak further with a member of our support team directly to resolve any problems with the other membership.

Did you check with your University to see what they offered, Wimox? If you are using their network or devices, then they may be blocking you from contacting us on purpose. Many organizations block people from accessing our apps and services with individual accounts so that they will use the manage-approved methods for their network.^JW

W

WimoxAuthor

Inspiring

Okay, I will use another device to contact support, as you mentioned.

However, I don't think I have two different memberships under my account. I had a monthly subscription, and since there was no option to change it to an annual subscription, I had to cancel it to get an annual subscription. And now my annual subscription plan is suspended.

Also, I don't think my university has a page to check what they offer to their students. But when I searched for Adobe and my university, I found that they did a social media collaboration on March 1st, 2024.

And finally, I checked to see if I am still eligible based on this document, and it looks like I am still eligible for it.

kglad

Community Expert

@Wimox

you can also use twitter/x, there are 2 ways to contact adobe; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

Jeffrey_A_Wright

Community Manager

Wimox, I am sorry, but I don't see any recent interactions with our support team under the account you used to post to this public discussion forum. I reviewed your account and recommend contacting whoever you purchased the Creative Cloud for Education plan through to request a refund.

Have you contacted your educational institution to see if they offer plans for their students or faculty members? Alternatively, please see https://adobe.ly/4cXbYUO for information on how to purchase a membership directly from Adobe at a discounted price. ^JW

W

WimoxAuthor

Inspiring

Hello Jeff,

As you mentioned, there have been no recent interactions with Adobe support since they are not answering my calls, and the only support option on the Adobe website does not allow me to talk with a live support agent since I don't have an active plan on my account.

The email address connected to my account is my university email. I was the person who made the purchase. When I made this purchase, I was able to get a discount for my educational account as soon as I checked the price list with my educational email that my university gave me. Even right now, I am eligible to get an Adobe Creative Cloud membership with a discount. Based on this scenario, even if I were to repurchase it, Adobe could easily suspend my account once again, which is quite unfortunate. The real question is, if I am not eligible to make this purchase, why am I still able to see the discounted price on my screen?

I don't want to believe this, but it seems like this was done because of the latest price change in my region.

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded