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Agent confirmed I would receive a refund and got charged again

Community Beginner ,
Sep 24, 2022 Sep 24, 2022

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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. 

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correct answers 1 Correct answer

Community Beginner , Sep 24, 2022 Sep 24, 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 

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Community Expert ,
Sep 24, 2022 Sep 24, 2022

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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-com....

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.

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Community Beginner ,
Sep 24, 2022 Sep 24, 2022

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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 

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Community Expert ,
Sep 24, 2022 Sep 24, 2022

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you're welcome 

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Community Beginner ,
Sep 25, 2022 Sep 25, 2022

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I would like someone to answer the question if my refund is coming to me.  I keep getting a response that doesn't confirm that my refund is comings  to me.
 I have emailed NO RESPONSE.

 I have called GIVEN INCORRECT INFORMATION.  

I have done chat x 6.  NO RESPONSE TO MY QUESTION. 

 I join chat TOLD TO.CALL, CHAT OR EMAIL

 

Please can customer support contact me with an update.

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Community Expert ,
Sep 25, 2022 Sep 25, 2022

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Hi @Claire26261945cdij,

Support will not contact you, but scammers might. What I suggest is to reconnect to chat and ask to be connected to a senior unless you get to someone who can explain the situation so far and answer your queries. Also, do keep a copy of your chat as a proof

-Manan

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Community Expert ,
Sep 25, 2022 Sep 25, 2022

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1. these are user-to-user forums.  we can't do what you want for you. ie, we have no access to your account information. the best we can do is help you understand how the "adobe system" works and how to accomplish what you want. 

 

2. again, adobe reps do not respond to email.

 

3. again, if you can't use chat, use the phone to call the old fashioned way.

 

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