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Adobe Creative Cloud Refund not Received

New Here ,
Feb 12, 2017 Feb 12, 2017

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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.

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correct answers 1 Correct answer

Adobe Employee , Feb 14, 2017 Feb 14, 2017

Hi marisat39252033,

The issue has been escalated to the next level of experts for investigation, you will be communicated about the probe in 3 to 4 working days.

Case # 0221154160.

Regards

Rajashree

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New Here ,
Dec 05, 2018 Dec 05, 2018

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Hi, i’m having the same issue too. I was told that it will take 5-7 days but 7 days passed and still haven’t got my refund yet. So i contacted help center and this agent Nishtha Soni got my case and told me to wait for few minutes while research for my issue and then she/he ended my case even though the issue wasn’t solved ???? Please I need my refund i‘m just a college student.

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Community Expert ,
Dec 05, 2018 Dec 05, 2018

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Sorry to hear that. Please re-contact Adobe. The line was probably interrupted by an intermittent problem.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Dec 05, 2018 Dec 05, 2018

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Sadly i cant seem to contact the help support I HAVE BEEN REJECTED TO CHAT 4 times and i can’t call because i don’t have enough money to call overseas. Just contact me or let me contact your help center please

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New Here ,
Jan 04, 2019 Jan 04, 2019

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Hello, I also have the same problem. I ordered the subscription on 14th december and cancelled on 22th december 2018. As written on the website I should get a refund if I cancell within 14 days. But I still haven't got my refund...

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Community Expert ,
Jan 04, 2019 Jan 04, 2019

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I suppose that Christmas and New Year slowed down the processing.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Jan 04, 2019 Jan 04, 2019

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Hi Nico

Please contact our support team who can check this - Contact Customer Care

Thanks

Bev

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New Here ,
Feb 06, 2019 Feb 06, 2019

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Hello Mrs. Beverly,

I am writing this in regards towards my account for a Student Photography plan I did not intend to purchase. Adobe has charged me $20.99 for the monthly fee when I first signed up for the free trial, but I don't know why. Recently, I was charged again for 10.99 even though I cancelled the plan. I'm a poor college student who is already spending $500.00 a month on paper for my Visual Arts major in Printmaking and I'm only utitlizing this company for four montha due to my Photography class. I really need my $30.00 dollars back and it's been about two weeks since the issue began. For some odd reason one of the representatives could not track my transaction even with the use of my credit card and that's extremely frustrating. Please, no bot answera, I need the truth. When will my refund of $30.00 honestly come back to my account, because Chase Bank has already informed me that the matter relies solely on the Adobe company's shoulders.

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Adobe Employee ,
Feb 07, 2019 Feb 07, 2019

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Hi Jaylisca

A refund of $10.43 for the Photography Plan has been processed.

There are no other subscriptions associated with this account.  Please contact our support team again to investigate the other charge.

Kind regards

Bev

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New Here ,
Feb 20, 2019 Feb 20, 2019

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Hi - Like so many others, I have also not received my refund yet. I needed to change my Adobe-connected email address (to combine two accounts) and was told I would have to re-purchase one of my items under the email I wanted to use, and a refund would be received for the payment on the other account within 5-7 days. That was January 22. I contacted help again on Feb 5 to see where my refund was, and was told it was resubmitted and should receive w/in 3 days. It has STILL not been refunded. Since I am unable to get any resolution via Support chat, trying here. Attaching the initial confirmation email from Adobe

Screen Shot 2019-02-20 at 7.30.36 AM.png

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Adobe Employee ,
Feb 20, 2019 Feb 20, 2019

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Hi Candace

Sorry for the delay with your refund.  I have forwarded your details to our senior support team who will investigate & follow up with you.

Kind regards

Beverley

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New Here ,
Feb 20, 2019 Feb 20, 2019

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É bem criativo ficou massa

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New Here ,
Apr 21, 2019 Apr 21, 2019

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I canceled a few months ago and I just found 2 months of charges. They told me via online text that I still had Apps .  I don't have any apps I've used. 

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Community Expert ,
Apr 22, 2019 Apr 22, 2019

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What does your account state (my plans): https://account.adobe.com

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Jun 18, 2019 Jun 18, 2019

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I cancelled my adobe service and it said I was going to be refunded 30 dollars. I have heard nothing from adobe and have not been refunded. Very disappointed.

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Adobe Employee ,
Jun 18, 2019 Jun 18, 2019

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Hi Nadia

Looks like you cancelled on 18th June.  Please allow 5-7 business days for the refund to process.

Thanks

Bev

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New Here ,
Apr 17, 2020 Apr 17, 2020

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I also haven't received my refund. I ordered their $76.99/mo to use for a big project for uni but due to the current Covid situation, there have been some changes and I no longer needed it.

I cancelled a week (April 5) after purchasing but still haven't received a refund. 

I've been thinking perhaps the delay had been due to Covid but I hope mine gets resolved soon.

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New Here ,
May 22, 2023 May 22, 2023

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I still haven't received my refund, can someone please help me 

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Community Expert ,
May 22, 2023 May 22, 2023

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@Bilaal29927322v4jo 

 

check your account to make sure a refund is being processed, https://account.adobe.com

 

then, if it's been more than 14 days since your cancellation, contact adobe support. there are 2 ways to contact adobe; chat and twitter:

chat:
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:
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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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New Here ,
May 27, 2023 May 27, 2023

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Thank you, this is helpful! I am due a refund, but I can't contact the agent on the app because I don't have a current plan. 

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Community Expert ,
May 27, 2023 May 27, 2023

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when was the refund issued?

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New Here ,
Mar 29, 2024 Mar 29, 2024

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Please help me i also refund within 1 day but i didnt receive my money

 

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Community Expert ,
Mar 29, 2024 Mar 29, 2024

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@Maxx364040502bfe 

 

check your account to see if a refund is pending, https://account.adobe.com

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Community Expert ,
Mar 29, 2024 Mar 29, 2024

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@Maxx364040502bfe 

We are not Adobe employees and don't have access to your account.

Please contact Adobe support as posted by kglad .

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New Here ,
Jul 27, 2024 Jul 27, 2024

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I have the same issue its been more 14 days i havent received my refund please initiate adobe support 

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Community Expert ,
Jul 27, 2024 Jul 27, 2024

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@Nikhar3884378010yv 

We don't have access to your account here. 

Please contact Adobe support as is posted earlier.

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