Changing billing country for payment

[bernie2468]

Been using the same credit card for years for my Adobe subscripton without an issue but now they are saying the billing is failed and when I log into my account it is showing Country/Region which is different to that of my card which is obvioulsy the reason why it has failed.

When I try to edit the country it is locked so does not allow me to change.

Chatting to Adobe support for an hour going around in cirlces they are useless. They just said create a new email address then open a new account?

Any suggestions to fix this and also what is an email address for Adobe support/complaint because the agent on chat is refusing to provide.

[Kanikas]

Hi bernie248, 

We hear you! 

The issue that you are facing with the wrong country saved in your Adobe account can only be resolved by our support team. I would suggest you to start a chat again, hereand get it resolved. 

Thanks 
^KS

[bernie2468]

Ah no sorry you are not hearing me as I have spent over an hour on Adobe chat and your people are not listening to and not being helpful just cut and paste answers. How to find and email to put a complaint in and talk with real people?

[Kanikas]

Unfortunately, there is no email that you can write to. The only option you have is to get in touch with support team. I would suggest you to give it another try, I'm sure you will get a resolution. 

^KS

[bernie2468]

so this is the response from Adobe support-

I understand your concern.

However, to change the country we will have to terminate the current plan, and place it under the new plan under a new contract.

Let me know how you wish to proceed.

I understand.

However, this option was available earlier. Whereas, no Adobe has changed the policy, and the card that you use has to be under the same country.

So my card has been working with no problem for many years to pay for my subcriptions now Adobe has changed my country and to fix the issue they are telling me that I need to concel my account and make a new one with a new email address how incompentant is this?

[bernie2468]

so ask for an email contact to put a comlaint in and their response-

Apologies, we do not have an email address for complaint.

We do have chat and call support.

Please let me know how you wish to proceed.

so Adobe support is not interested or serious to help their customers if all they provide is bots to chat with online 

[bernie2468]

so you spend thousands of dollars using their product over many years and this is sopport (or lack of) that they give you..........

[Kanikas]

We understand your situation, however, if the support team has given this option to you, I'm sure this is the only option they have. 

^KS

[bernie2468]

well not much of an option to close my account is it? also cannot progress a complaint with Adobe because as a customer I am blocked by a wall that is an Indian call center who will not allow me to go any further

[kglad]

@bernie2468 

you can write to the ceo. 

no one here has the power to change adobe policy.

[bernie2468]

thanks kglad that might be an option. Just to be clear my Credit Card the same one has worked without an issue for many years with the auto payments then I get an alert stating that there is a payment issue for the annual renewal which is strange. When I look at my payment details Adobe has changed the Country/Region of the card without letting me know and now they say they cannot change it back, as I said before their solution to me is to close my account...... hopeless support

[kglad]

can you change your credit card ?

[bernie2468]

working on that but proving difficult at the moment 

[kglad]

what difficulty?

[kglad]

@bernie2468 

also, this probably won't help you because adobe support (and yourself) may have already gone through this, but just in case:

The country associated with your adobe id must match the store you purchase from and must match the payment address. otherwise, change what's necessary:

change your country on adobe.com, https://www.adobe.com/international/selector/

change country associated with adobe id - https://helpx.adobe.com/x-productkb/policy-pricing/change-country-associated-with-adobe-id.html

change credit card and/or billing address, https://helpx.adobe.com/manage-account/using/update-billing-information.html

change currency - https://forums.adobe.com/thread/1999694

change store - http://www.adobe.com/store_selector/storeselector.html

change adobe.com website language - https://forums.adobe.com/thread/1999693

change age - https://helpx.adobe.com/nz/creative-cloud/kb/you-eligible-cc.html