Adobe refusing to refund my subscription!

Forum|Forum|3 years ago
October 12, 2022
2 replies
393 views

A £600 subscription was takern out of my account 11 days ago and the customer service are claiming that I am not etitled to a refund as this is a renewel and not a new payment. They were beyond rude and condesending and I am livid. I can not afford this charge and I have been told to wait 24 hours to get a call back to discuss this! Can someone please help me with what to do or where to go for help, thank you!

Creative Cloud

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D

DeanUtian

Community Expert

Was the customer service person you spoke to through the Adob live chat area (https://helpx.adobe.com/contact.html?rghtup=autoOpen)?

I'd suggest you go to the live chat and see if you can get an agent who is able to deal specifically with subscription matters. Maybe you will get someone who is more accomodating.

For anyone wishing to stop their Adobe subscription, it is important to be across the requirements as below:
https://helpx.adobe.com/au/manage-account/using/cancel-subscription.html

If you have done what's expected, but it has not been actioned, document what you have done with all the evidence you have, and you can then present it to an Adobe agent.

G

Grace265537398343Author

Participant

Thank you for the advice! We spoke to an Adobe representative over the phone, so I will try the live chat as well. I thought I was entitled to a refund if it was cancelled within 14 days, as that's what it states on their website. I've seen them respond to someone else's post saying that they have processed a refund after they have a 1 month subscripton. How can they pick and choose who gets their money back?

Abambo

Community Expert

You are entitled for a refund if you cancel during the first 14 days of your subscription, not for a renewal. Renewals need to be cancelled before renewal.

Now, the customer service has some leverage to react to complaints, it helps, when keeping a friendly tone, even if you are upset. I suppose that the final decision needs to be taken by a supervisor. And as I told, it's entirely discretionary.

ABAMBO | Hard- and Software Engineer | Photographer

T

Test Screen Name

Legend

There is nowhere else. There is no complaints department or back door to a different group of customer service reps. You must persist with these same reps. And be quick, it seems they are trying to string you along until 14 days have passed. But be very, very polite; it is entirely their choice whether they waive the fees you are contracted to (and I have no doubt you were contracted to it, even if you didn't read the contract carefully).

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