Charged for subscription even though I cancelled trial early

[Cassidy35116087nwrs]

Greetings,

I recently signed up for a free trial of Adobe Illustrator and made sure to cancel the day before the trial period ended. I was still billed $22.99 for a subscription that Adobe marks as "inactive". When I tried to sort this out with their "Customer Service AI", it told me that it cannot assist me without an active subscription. Apparently Adobe does not have a customer service phone line, so here I am. Does anyone know how to get a refund for wrongful billing around here?

Thanks

[kglad]

you'll have to wait for an employee to check if you canceled within the refund period, then.

and i'm not adobe support.

[L.gps]

The refund isn't really the issue - the issue is that I'm being charged and there's no way on their end to cancel it. That's a MAJOR technical issue, adding on that there's no transparency of state or time when a trial was activated/canceled. 

[kglad]

is there a payment problem shown on your account?  if so, that prevents cancellation until corrected.

[Shivangi_Gupta]

We appreciate you reaching out, @Levi_Schmidt2398. I could not find any active subscription linked with this email address. Did you purchase the subscription with a different email address? Have you lost access to the email address? Please share more details. We are here to help.

^Shivangi

[L.gps · Accepted solution]

Thanks for the response. Was able to get it resolved - apparently it was a technical issue on Adobes side due to "mismatched email address". I'd read between the lines and guess there was a sentence casing difference between billing and account which caused an error when cleaning up the subscription when trial was cancelled.

Realistically, email should be used to connect the two as a change in one could break the connection and result in this issue. There used be some from of UUID which links the two - perhaps someone should log a bug and get on that.

[kglad]

thanks for the update.

[Rylee366364559wf6]

I have the same problem I canceled my plan or, whatever and they have still charged me after it was canceled and they took like $149 and more.

[kglad]

@Rylee366364559wf6 

contact adobe support.

[ADMIRE38652644xbo6]

I need a refund for money taken out of my account after I canceled 

[kglad]

@ADMIRE38652644xbo6 

contact adobe support.

[tiffany_7246]

I'm reporting you guys as a scam for not cancelling people's subscription when they want and still taking people's money

[kglad]

@tiffany_7246 

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