Adobe Creative Cloud Refund not Received

[marisat39252033]

Hi, I am a student with a massive customer service complaint as I am a huge fan of adobe.

On the 3rd of January 2017, my adobe student account was set to autorenewal but because I had an enterprise account with SCAD, where I am studying, I cancelled the autopay no later than the 6th the moment I found out. This also set my bank account into overdraft as I did not leave much money in this bank account and was travelling overseas. The confirmation of cancellation was emailed to me as well as on the instruction, it said I would receive my money back within a week. Two weeks passed and I didn't not receive my refund so I contacted adobe services through chat. The representative confirmed my case and information and said I would be receiving a refund a week from our chat date. After 2.5 more weeks and still no refund, I contacted adobe services through chat again. I stated my case as well as mentioned the previous chat.This time the representative named Paumei said I had not purchased anything with Adobe. I assured them that I did as I had an invoice from Adobe. Then they said I did not cancel and only cancelled on the day I was chatting with them as that was what was showing in the system. I then again provided proof in form of an email cancellation from Adobe, which I also mentioned I could send right back from the email I received it from. Then they said to process the cancellation again. This would not be possible as it is already listed as cancelled in my account. I asked to escalate the situation to management as at no point whatsoever when I provided proof was there any apologies but a passive denial that it did not show that in their system. This is very upsetting as if I did not have proof, I would assume that this would be a case of customer fraud. Then the agent said they will have someone contact me back in 24-48 hours. I have already explained the situation without swearing and as well as I think a person in my position could have. I would like Adobe to evaluate their relationship with the customer service agency they are currently with as I am hoping this may be an isolated case incident. Good day.

[Beverley Gray]

Hi Jayson

The refund was processed on 10th July and should show on your account within the next couple of days.

What extra amount were you charged? You may see a $1 pre-authorization amount on your credit card but this is not charged and will drop off your statement.

Kind regards

Bev

[victoriah24436457]

Absolutely disgusted with Adobe and their customer service. Attempted to cancel my subscription twice. Have still been being charges $10/month for almost 18 months. I have not logged in or utilized the services and Adobe refunded me a whopping $10. Unacceptable. I even changed my credit card number and they were still somehow charging my bank account.

[sarahh48407509]

I have not received my refund as well it’s nearly a month now.

[Beverley Gray]

Hi Sarah

Sorry for the delay.  There was an issue with the refund transaction which has now been fixed.  You will receive the refund within 3-5 days.

Kind regards

Bev

[defaultyf43m3aw8flk]

Hi Sarah

Sorry for the delay.  There was an issue with the refund transaction which has now been fixed.  You will receive the refund within 3-5 days.

Kind regards

Bev

By @Beverley Gray

Im going through the exact same, refund processed on 18th september, bank says that there is nothjng their end. Adobe says to contact my bank! I still havent received it.

[kglad]

@defaultyf43m3aw8flk 

check your account, https://account.adobe.com .  what's it say about the refund?

[heerp88013858]

I am having the same issue. Despite cancelling within 14 days of buying the product, I have yet to recieve a refund.

[Beverley Gray]

Hi Heer

Refunds are processed within 5-7 days of cancelling so you'll see this on your credit card statement within the next couple of days.

Kind regards

Bev

[Reham222596097i3j]

I have the same problem I did not recieved my refund; it has been more then 10 days working. 

[Peru Bob]

Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.htmlrs/

[Reham222596097i3j]

I already did that and the aget didn't gave me clear answer.

[arnoldn87676823]

Bev,

If Adobe want to avoid reputational damage especially here in Australia ask our big four banks! I have called twice to be told the same thing about my refund. The very fact you have a dialogue and group of people complaining over the same thing screams to me unscrupulous and dodgy. Can you please urgently look into my refund before I escalate this outside of Adobe we have multiple channels to escalate complaints here in Australia

Days of b ig multinationals that take their customers for a ride and pillages under Ts and C's is over

[Beverley Gray]

Hi Arnold

I can see that your case was escalated and the refund was processed on 5th November.  You will receive the funds within 5-7 days.

Kind regards

Bev

[claybas]

Hi Bev,

I've cancelled my subscription for Creative Cloud All Apps and am yet to receive an email confirming this. No refund either. Please urgently advise.

Plan was changed from All Apps to Photography. I've been charged for both.

[Beverley Gray]

Hi claybas

Your subscription was cancelled yesterday and refunds usually take 5-7 working days to process, so you'll see this on your credit card account next week.

Kind regards

Bev

[jihenee85059666]

I cancelled my plan 3 days after subscription. I got the email of unsubscription, however there will be a month , no money back!!!! I want my money back or i will make a process againt you.

[Beverley Gray]

Hi Jihene

The refund was processed on 27th October so should have reached your account within 5-7 days.  Please contact your credit card issuer if you are not seeing this on your credit card account.

Kind regards

Bev

[ganeshkumar1]

I'm having the same issue. My refund was issued on 21 Nov, was told 5-7 business days. But I have yet to receive the refund.

[Beverley Gray]

Hi Ganesh

Please contact our support team who can check the refund status for you: Contact Customer Care

Thanks

Bev

[ganeshkumar1]

Thank you for the response, Beverley. I did contact customer care. They keep telling me to check with my bank. I paid with a debit card, so my bank says if a refund was issued by Adobe, it should reflect in my account. It doesn't help that I have no details to give to my bank - no transaction number, issuing bank name etc.

I actually didn't even want to cancel my subscription. I asked a tech support executive via chat why there was a discrepancy between the amount I was invoiced and the amount I was actually billed (turns out it's sales tax). The executive couldn't explain that it was sales tax and instead issued a refund telling me to re-purchase the product.

Now I really need CC apps for my work and I'm stuck waiting for the refund so I can buy a subscription again.

[Beverley Gray]

Hi Ganesh

Looking at the case notes, it appears the refund was approved today so will process within 5-7 days.

Apologies for the delay.

Kind regards

Bev

[ganeshkumar1]

https://forums.adobe.com/people/Beverley+Gray  wrote

Hi Ganesh

Looking at the case notes, it appears the refund was approved today so will process within 5-7 days.

Apologies for the delay.

Kind regards

Bev

I finally got my refund today and re-purchased the subscription. Thanks for the help.

[Beverley Gray]

Glad to hear the matter is resolved Ganesh.

Regards

Bev

[aleydist38083277]

Hello! I tried to purchase a monthly subscription for illustrator on the 11th with my credit card, however since it was gonna take a day to process and I needed it at the moment I decided to cancel it and got my confirmation on the 12th. I got charged on the 13th even tho I was told it was cancelIed and I have yet to receive a refund. It only lets me ask here on forums or call someone (which I can't considering I can't afford calls right now). Please I need help.

[Beverley Gray]

Hi Aleydis

Refunds are processed within 5-7 working days so you should see it on your credit card account now.

Thanks

Bev