Complaint

[rebekahm43410091]

Does anyone know where to issue an complaint?

I was told very specifically that I would not be charged a cancellation fee and given a case number. However, the following day I was charged.  I immediately contacted customer service who tried to explain to me ”you were charged because you cancelled”.... I gave the agent my case number and a screenshot of the conversation and after some run around I was told mh request had been “escalated to the next level“ and I would receive my refund in about a week. I’m super frustrated with this. I think this is absolutely unacceptable.

The customer service is frustrating at best. It shouldn’t be this hard.

[John Waller]

What is the case number? An Adobe staffer may b able to follow up the issue and check its current status.

[rebekahm43410091]

This was the case number. ADB-5086151-B5Y1

so far not very helpful, though

[Rajashree Bhattacharya]

Hi Rebekah,

The cancellation fee has been charged on December 24th. I have escalated this to the concerned team & update you as soon as they respond. It might take some time, please excuse the delay.

Thanks

Rajashree

[NJCandy]

Please could you let me know, how I can go about raising a query on my account. I cancelled my subscription, but the charge was still deducted from my credit card. I am now in a position, where I have been charged for the month, but am unable to use the product as the subscription has been cancelled. I am unable to find a contact person on the site.

[Rajashree Bhattacharya · Accepted solution]

An update- The refund has been initiated & the case is being followed up by a supervisor.

Regards

Rajashree

[Marisa27371225d90y]

I have had a similar issue. I was told that there would be no additional fees to my account and was subsequently charged 29.99 on November 28th. The fees associated with using Adobe have been absolutely incredible and getting clear answers from customer service on my account status has been very challenging.

[kglad]

@Marisa27371225d90y 

are you currently in need of help?

[John T Smith]

This space is provided by Adobe, but this is not Adobe support

Sorry, nobody here can help with an account or payment problem

This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-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 link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
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

[pepa334444156tes]

Same case here. I have been charged repetedly for a plan I don't even have, hence, don't use. I have been calling to the number in UK to solve this for months and nobody answers. 

I would never recommend to open an account in Adobe, at all. 

Frustrating!!

[kglad]

@pepa334444156tes 

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.