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Claire26261945cdij
Participant
September 24, 2022
Answered

Agent confirmed I would receive a refund and got charged again

  • September 24, 2022
  • 2 replies
  • 901 views

I have had 5 charges taken from my bank account for a subscription that I couldn't cancel.  I have spent many hours on the phone to customer services and during the last call on Thursday 22 Sept the agent confirmed the refund had been submitted and that he had cancelled the subscription.  I log on yesterday as another paymentwas taken from my bank account and my account and plan are still live.  I managed to be able to cancel the plan.  Phew! But now cannot speak to an agent for my refund as I no longer have an active product.  I have emailed and tried several times on chat.  The agent each time doesn't respond.  Customer service experience has been terrible.  I looked  up my case history on my account today and everything is blank.  I will not stop until I get my money back for a product I never used as it wouldn't download and I couldn't cancel. 

This topic has been closed for replies.
Correct answer Claire26261945cdij

we I have used chat several times.  Each time the agent asks me the question and then I  am ledt online with thwm responding  - literally.  Your phone service isn't working as it is the weekend only chat is.  Which I have explained no one has been able to help.  Your response is absolutely the issue.  No one deals with my issue just repeats a response that isn't specific to the issue I am experiencing.  Thank you 

2 replies

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Melissa3300454440qj
Participant
October 18, 2023

I am having the same issues. I have spoke to an agent for the last 3 months. I didn't even sign up for this in the first place. I was looking into products and signed up for the "FREE Trial" after 30mins of going through it I didn't like it. I canceled the subscription and even got a confirmation and I still have been getting charged for the last 4 months. First charge was July/2023 and every month since. I have contacted the company several time who tell me that they can't even find my information but still keep charging me for no reason. I DID NOT AUTHORIZE this. I did what I was suppose to do after just going over to for 30mins and now I am stuck. I don't know what to do anymore and I'm at a loss. The agent on the phone refused to refund the money even tho I didn't authorize the transactions. Said that they can't refund me money if they can't even find an account but they have no problem taking money out of my account every month. I have contacted a lawyer and they are going to disput this for me. This company is a joke and I have told everyone abut my experience. The Power of Voice is stronger then anything. So I hope this helps anyone who thinks this company is a way to go.... 

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    October 18, 2023

    when you started your trial to agreed to subscribe unless you canceled.  you say you did cancel and you received email confirmation.  that email address is the adobe id for the account that you should furnish to adobe and offer the email confirmation as proof.  ie, re-contact adobe.

    M
    Melissa3300454440qj
    Participant
    October 18, 2023

    Yep. Already tried that and they tell you what you want to hear and then they charge you again the next month. I've been dealing with this horrific company for now 4 months. 

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    September 24, 2022

    use the phone if you can't use chat.  email will fail.

     

    using a browser that allows popups and cookies, contact adobe support by clicking 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

    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-community/td-p/12919684/redirect_from_archived_page/true.

    p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

    p.p.p.s. you can also use twitter to tweet @AdobeCare.

    C
    Claire26261945cdijAuthorCorrect answer
    Participant
    September 25, 2022

    we I have used chat several times.  Each time the agent asks me the question and then I  am ledt online with thwm responding  - literally.  Your phone service isn't working as it is the weekend only chat is.  Which I have explained no one has been able to help.  Your response is absolutely the issue.  No one deals with my issue just repeats a response that isn't specific to the issue I am experiencing.  Thank you 

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    September 25, 2022

    you're welcome 

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