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Cancelled my plan, but Adobe has sent me an email saying they're trying to charge me

Community Beginner ,
Mar 05, 2024 Mar 05, 2024

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I cancelled my yearly pre-paid plan in advance on the 16th of February, and it was supposed to end on the 4th of March.

Last night (the 6th) I got this email from Adobe:

adobe suspension.png

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

I have checked my online account and there is no evidence of a still active plan of any kind.

I tried calling the help line but due to being in Australia the call does not connect and the AI chatbot lied and said I'd recieve a call within a minute and I never did.

I just want to know whether this is a normal bug with cancellations or whether I should be worried about a ghost renewal charge coming through at some point for a plan I cancelled almost a month ago.

 

Please help.

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Community Expert ,
Mar 05, 2024 Mar 05, 2024

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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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Community Beginner ,
Mar 05, 2024 Mar 05, 2024

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so what you're telling me is there is no gauranteed way to contact adobe anymore. got it.

(I already tried the AI chat bot you linked, it did not link me to an agent at any point. i asked for a call multiple times and nothing has happened.)

twitter i may as well attach a flier to a local lamppost

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Community Expert ,
Mar 05, 2024 Mar 05, 2024

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if you have no subscription, use twitter/x.

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Community Expert ,
Mar 05, 2024 Mar 05, 2024

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in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.



<"moved from using the community">

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Adobe Employee ,
Mar 06, 2024 Mar 06, 2024

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Hi @Elizabeth23451238a0rg,

We appreciate you reaching out. We see that there is a payment issue with your account. Please contact our support team as suggested by @kglad and they'll be able to help you with it.

Let us know if you have any questions.

Regards,

Shivangi 

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Community Beginner ,
Mar 06, 2024 Mar 06, 2024

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Is no one here listening? I have been unable to contact any human support members. That is the crux of my problem. I outlined this in my post. Can someone please just put me in touch with a (HUMAN!) support member. Twitter is useless and the AI chatbot isn't helping. I have requested a phone call about 6 times now and no one has called.

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Community Expert ,
Mar 06, 2024 Mar 06, 2024

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@Elizabeth23451238a0rg 

 

why can't you use twitter/x?

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Community Beginner ,
Mar 07, 2024 Mar 07, 2024

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I have, and it took a threateningly long time for something as serious as being potentially charged 850+ DOLLARS FOR NO REASON. My issue is the fact, and bear with me, this might be too much for you, that Adobe relies on a collapsing third party website for something as basic as customer contact. I, personally, believe a tech giant like Adobe should have a dedicated internal team. Like a real company. Is that so hard to understand?

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Community Beginner ,
Mar 07, 2024 Mar 07, 2024

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What if I was part of the significant proportion of the population who doesn't have twitter? What then? Clearly from your bemusement you have no concept of this possibility

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Community Expert ,
Mar 07, 2024 Mar 07, 2024

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if you don't have a twitter/x, sign up. it doesn't take much. and that doesn't require paying attention to (or even seeing) the nonsense on twitter/x

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Community Beginner ,
Mar 07, 2024 Mar 07, 2024

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like talking to a brick wall

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Community Expert ,
Mar 07, 2024 Mar 07, 2024

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LATEST

would you find it helpful if we jumped up and and screamed irrelevancies?

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Community Expert ,
Mar 07, 2024 Mar 07, 2024

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ie, you have to use twitter/x and fix your payment issue.

 

https://helpx.adobe.com/manage-account/using/update-billing-information.html

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Adobe Employee ,
Mar 06, 2024 Mar 06, 2024

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Hi there,

We hear you!

I thoroughly checked your account. Adobe was trying to charge your account; however, there was a payment issue on your account for which Adobe was sending your emails to update the payment method.

Since the payment method was not updated, your account has been suspended. By suspended, we mean

that the subscription is now inactive. You will not be able to use Creative cloud now.

 

Let us now if there any other help you need from us.

 

Thanks

Kanika

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Community Beginner ,
Mar 07, 2024 Mar 07, 2024

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the "payment issue" was me having CANCELLED MY SUBSCRIPTION a month ago. I know what suspended means. I'm just shocked Adobe still tried to charge me, and still is, after a clean CANCELLATION

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New Here ,
Mar 07, 2024 Mar 07, 2024

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Just tried cancelling my plan and these guys made this thing as hard as damned possible. This is not incompetence it's designed to frustrate people into giving up. They even try to sell you more crap it's like a used car dealership.

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Community Expert ,
Mar 07, 2024 Mar 07, 2024

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it's embarrassing to hear that, but stick with your goal.

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Community Beginner ,
Mar 07, 2024 Mar 07, 2024

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Agreed. I actually cancelled my plan, properly, a month ago. Seemed fine and a done deal, then I find out Adobe is trying to charge me the 850+ bucks anyway and there's basically no way to contact them. I don't trust that the person I eventually got in touch with on Twitter wasn't yet another ChatGPT process telling me what I want to hear. I've had to block them from charging by blocking them from my paypal - I shouldn't have to do that!

And then I come here and seemingly the only sane person is you. Everyone else who is being "helpful" told me what I'd already ruled out in my original post and can't seem to understand why I might be upset with the situation.

 

Hope you manage to cancel your plan without a charge. Maybe try what I did and block them from charging you if all else fails?

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