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cmgap
Community Expert
cmgapCommunity Expert
Community Expert
September 12, 2019
Answered

Double Billing Issue

  • September 12, 2019
  • 5 replies
  • 4357 views

I am working with a customer that is being double billed.

Here  is August.

Here is September.

 

Yes - hours of time with Customer Service has been painful.

Yes - account purchase history only shows one purchase.

Yes - there is only one Adobe ID/email for this account.

Thanks in  advance for help to resolve this double billing issue.

    This topic has been closed for replies.
    Correct answer Ani*Adobe
    I reached out to customer and have resolved the issue. Thanks!

    5 replies

    L
    lifa25371668lr6i
    Participant
    July 24, 2022

    I'm being double billed twice now last month and This month just hours ago after being billed last week for my creative cloud I'm gonna cancel if this isn't solved 

     

    Thank you good day

     

    M
    mattiasn97915614
    Participant
    March 13, 2020

    When I deactivated my monthly student subscription for 195 SEK a month, you double billed me now 777,50 x 2.  Is this something you have set in the system? You have to fix this because this is a scam.  And charge med 4,5 months x 2 as a student,, thank you never Adobe again, I will wait for a disruptor to challenge your monopoly, someone who can offer a fair deal to students and pros. Embarrassing

    M
    mawaddahi76752133
    Participant
    November 5, 2019

    Hi, 

     

    I am also being double billed for Sept 2019 & Oct 2019. Below is the screenshot:

     

    Hope someone can contact me soon to rectify this and no more double billing in the future. Adobe is so difficult to reach out to for help and assistance. Wish there's a direct email that one can direct any queries to. 

     

    Ani*Adobe
    Community Manager
    Ani*AdobeCommunity Manager
    Community Manager
    November 5, 2019

    Hi there,

     

    Apologies for poor experience. There is a duplicate account in system with a typo in your email address.

     

    Request you to please contact our customer support via chat https://helpx.adobe.com/contact.html by clicking on this link and quote order#ADB076724003SG for cancellation and refund of duplicate order.

     

    ^Ani

    S
    Starlight00000
    Participant
    October 28, 2019

    I also had a double billing issue here in Taiwan on 2019/10/23. I had contacted the customer service but they said the company is still processing the issue......till today.....I feel helpless. 

    Ani*Adobe
    Community Manager
    Ani*AdobeCommunity Manager
    Community Manager
    October 28, 2019

    Hi there,

     

    There is no double billing, your renewal of creative cloud was due on 15th of this month and the payment was completed on 23rd.

    Apologies for the confusion. Please contact your credit card issuer for any questions regarding credit card.

     

    ^Ani

    S
    Starlight00000
    Participant
    October 30, 2019

    Hi Ani,

     

    Got it with thanks. However, I am still confused about it. Your online support member through chatbox said that Adobe had already stopped collaborating with Digital River in Taiwan (your agent in Taiwan) and he said the new contract will sign with Adobe company directly. I subscribed to Adobe CC since November, 2018. Therefore, as your support member said I should pay to Digital River in Taiwan from November 2018 to October 2019.  The truth is I paid to Digital River in Taiwan, your agent, from November 2018 to September 2019.  What confused me is that the last billing of the old contract should be ended in October 2019 (the 12th month of billing). But the one who charged me for Oct. 2019 is not Digital River in Taiwan anymore, it turned out to be"DRI ADOBE SYSTEMS ORDEORDERF/IE" I have no idea what was going on....Although I contacted Adobe on 10/25, I didn't get a formal reply till now...thank you again in advance. Thank you!

    Ani*Adobe
    Community Manager
    Ani*AdobeCommunity Manager
    Community Manager
    September 12, 2019

    Hi there,

     

    I will reach out to customer and assist regarding the issue.

     

    ^Ani

    I
    Ingrid31847488jwk0
    Participant
    August 23, 2023

    I have also been double-billed and "bill error" still keeps showing up. My you please help me with this.

     

    John T Smith
    Community Expert
    John T SmithCommunity Expert
    Community Expert
    August 23, 2023

    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 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
    .
    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
    Twitter tweet @AdobeCare
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    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

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