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Adobe Overcharging Sales Tax in Canada

Guest
Jul 20, 2019 Jul 20, 2019

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Adobe is overcharging me on my Creative Cloud subscription by incorrectly applying the Ontario sales tax rate (13%) rather than Alberta's (5%). My billing address is Alberta based and Adobe's billing page says I should be charged the Alberta rate, however my credit card and the invoices provided by Adobe show a higher charge using the Ontario rate for sales tax.

I've reported this to Adobe Support and been told that I apparently need to talk to the "local tax authorities" and they have closed my support ticket. The support staff will not provide a refund nor will they escalate this to someone who can actually help. They do not seem to understand that this is a problem on their invoicing systems end. Has anyone else experienced incorrect billing and how have you gotten them to fix this?

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Community Expert ,
Jul 20, 2019 Jul 20, 2019

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There is only one solution to this:

Contact Customer Care

ABAMBO | Hard- and Software Engineer | Photographer

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Participant ,
Jul 20, 2019 Jul 20, 2019

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There are serious law about fraudulent overcharge taxes in Canada. The solution is (of course, like always) not Contact Customer care but make a complaint at Canada revenue-agency.

There's a lot of people unhappy with Adobe here, and  some who do intellectual gymnastics to not admit it.

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Community Expert ,
Jul 20, 2019 Jul 20, 2019

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Thanks Pierre for your comment! I think OP should first Contact Customer Care! The complaint to whatever agency can be done later!

ABAMBO | Hard- and Software Engineer | Photographer

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Guest
Jul 20, 2019 Jul 20, 2019

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Thanks Abambo, I appreciate your comments, however as stated in my OP; I have tried to contact Customer Support but got left with a closed ticket to show for it and the response that I needed to talk to my "local tax authorities" to receive a refund. They do not seem to comprehend how sales taxes are handled in Canada and that incorrect charges are the responsibility of the business to refund.

I'm trying to understand if others here have had similar experiences and if so how they were able to get this resolved.

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Community Expert ,
Jul 20, 2019 Jul 20, 2019

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I will escalate this!

ABAMBO | Hard- and Software Engineer | Photographer

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Community Expert ,
Jul 23, 2019 Jul 23, 2019

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The answer I got was to ask you to Contact Customer Care again. If that does not help you will need to deposit a complaint at the correct place in Canada. My good friend and follower, Pierre, talked about the Canada revenue-agency. May be that's the correct address.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Feb 19, 2024 Feb 19, 2024

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I believe I'm having the same issue. I originally set up my Adobe account in 2014 with a New York state billing address. I moved to Hawaiʻi in 2021 and updated my payment method and billing address to a Hawaiʻi state one a couple years ago. I just realized that I'm still being charged an 8.88% tax rate which is reflective of New York's "Sales and Use Tax of 8.875 percent" but NOT Hawaiʻi's which should be 4 - 4.712%. I just talked to Customer Support on the phone and they said that whatever Tax Rate is on the invoice should be correct since the system auto-generates this based on the state in the billing address. I believe this is still incorrect. There also was a glitch when I downloaded a couple of my invoice PDFs and saw that the billing address on the invoices was my Hawaiʻi address but instead of the correct city in Hawaiʻi, it listed "New York, HI". Then, I updated my payment method to a different card (another one with a Hawaiʻi billing address, same as the previous payment method, just different debit card) and then downloaded the same invoice PDFs again, and the billing addresses were all changed to only consist of the Hawaiʻi state abbreviation and Hawaiʻi zip code. This doesn't make sense and seems to be a glitchy that makes me skeptical about the tax rate not being updated by the system correctly. I'm incorrectly being overcharged.

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Community Expert ,
Feb 19, 2024 Feb 19, 2024

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@theotherdepartment 

 

if you think there was a billing error, contact adobe support.  there are 2 ways to contact adobe; chat and twitter (now x):

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/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.

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Explorer ,
Apr 24, 2024 Apr 24, 2024

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I'm having a similar issue. I've had Adobe products for YEARS. I'm located in Manitoba and have never been charged PST, only GST. My renewal email from Adobe stated I'd be paying $82.94 starting Jan 2024 which included the base cost of CC + GST. I was charged correctly for Jan 2024. However for Feb & Mar 2024 invoices I was charged GST + PST. I went in circles on the phone and via support portal and email trying to make them understand what happened. I finally got it resolved and two emails confirmed that I would not be charged PST going forward. However for Apr 2024 invoice, I was charged PST again. Once again I have to re-explain myself and waste more of my time getting it resolved.

Even their own website states the taxes that should be charged to Canadians:

https://helpx.adobe.com/ca/x-productkb/policy-pricing/adobe-stores-online-order-payment-faq.html

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Community Expert ,
Apr 24, 2024 Apr 24, 2024

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@karenc62466730 

 

contact adobe support.

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Explorer ,
Apr 24, 2024 Apr 24, 2024

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Yes I've done that multiple times. Thanks.

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Community Expert ,
Apr 24, 2024 Apr 24, 2024

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LATEST

you're welcome.

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