Cargo no reconocido después de cancelación

[ximena_6656]

Hola,

Realicé una suscripción a Adobe Acrobat Pro el día 15 de septiembre de 2024 y cancelé el plan el 19 de septiembre de 2024. Incluso recibí el correo de confirmación de cancelación. Según la información proporcionada, mencionaron que podía cancelar SIN COSTO y SIN COBRO dentro de los primeros 14 días.

Sin embargo, he notado que me han estado realizando cargos durante tres meses consecutivos. He intentado contactar al soporte técnico, pero no he obtenido respuesta ni se me ha realizado ningún reembolso.

Además, al verificar en mi cuenta, aparece que no tengo ninguna suscripción activa. Tampoco recibo correos o notificaciones sobre estos cobros, aunque mi banco confirma que los cargos provienen de Adobe.

Cuento con pruebas de todos los movimientos y relacionados. Por favor, solicito su apoyo para resolver este inconveniente y que me reembolsen los cargos indebidos. Agradezco de antemano su atención y espero una pronta solución.

Gracias.

ADJUNTO PRUEBAS: 

Compra realizada el 15 de septiembre de 2024. 

Cancelación de la suscripción.

NOTA: el cobro de todos los supuestos pagos vienen del mismo lugar... ADOBE...MX...

[John T Smith · Accepted solution]

Nobody here in a public forum can see your account information
Help Center https://helpx.adobe.com/support.html is a good place to start
What do you see for your account at https://account.adobe.com/
This space is provided by Adobe, but this is not Adobe support
This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that wait times are sometimes long before an agent responds
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
This will NOT work if you are using a VPN... also, chat is for individual subscriptions, if you have a Teams or Enterprise subscription contact your subscription administrator
.
This link will go directly to the chat option
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "Agent" in the chat box to bypass the chatbot and be connected to a person-Meaning
type in the word Agent in the lower right, without the quote " " marks
or
X (aka Twitter) tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message-click
for more information about scammers https://tinyurl.com/10791730

[Kanikas]

Hi there,

We're sorry for the inconvenience. As shared above, kindly get in touch with our support team for help and support.

Hope that helps!

Thanks
^KS

[Guest]

Me acaba de pasar lo mismo, ¿has podido solucionar el problema?

[kglad]

@Deleted User 

what's your trial start email's date?

what's your cancellation email confirmation date?

[Guest]

I started the free trial on 21 april, and cancelled it on 27th april.

[Shivangi_Gupta]

Hi @Deleted User,

Thanks for reaching out. Upon checking your account details, I found that you have been charged for Adobe Stock subscription. The plan for Adobe Audition has been cancelled.

Let us know if you have any questions.

^Shivangi

[Guest]

I'm still seeing my account with the subscription active. I don't want any plan. Cancel It all and give me a refund of the two payments please.

[kglad]

no one can cancel for you.  you must cancel all subscriptions if you want none.

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html



and for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

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.



if you're unable to follow the steps described, you'll need to await help from an adobe employee for the next step.  (if you don't get a reply here from a badged employee within 24 hours, repost.)

[Guest]

But I have already cancelled It the 27th of may. I've got the email confirmation of It. By mistake adobe still telling me I'm with the subscription active, and that's no fair, i'm not paying for the cancellation. 

[kglad]

@Deleted User 

does your adobe account show a subscription for the same thing that you cancelled?

[Shivangi_Gupta]

Could you share the confirmation email with me through direct message? We'll make sure the issue gets rectified.

^SG

[Shivangi_Gupta]

Thank you for sharing the screenshots. As clearly mentioned at the botton of both the screenshots you shared , the membership is cancelled for Adobe Audition.
Adobe Stock is still active. It is not a bundle plan. You need to cancel them separately.
Did you check for your plans and products here? https://account.adobe.com/
Let me know if it does not show Adobe Stock listed.

[Guest]

So basically I gotta pay for the cancellation? Ain't there another way? Because this is so unfair, you could've at least warned me a day before the subscription started. 

[kglad]

you're warned when starting your trial/subscription.

[John T Smith]

For anyone else reading this
.
Please read everything so you know what you are doing BEFORE you buy a subscription or start a trial... the link below has the information you need
.
If you buy a HIGHER COST Monthly subscription you may cancel at any time without a fee... when you buy an Annual subscription with Monthly payments, and you do not cancel in NO MORE than 14 days from the start of your subscription, you pay 1/2 of the remaining time if you cancel early... you also need to keep track of your annual renewal date, so you may cancel after your 12th payment, before your subscription renews and you start a new one year subscription... RENEWAL IS AUTOMATIC UNTIL YOU CANCEL
.
https://community.adobe.com/t5/account-payment-plan-discussions/cancellation-charges-surely-this-isn...