Fraudulent Activity Detected My Account. HOW?

[GungorMe]

I living in Turkey and purchased an annual subscription (from adobe.com) Creative Cloud ALL APPS 100 GB on 03.04.2024... I was using that original apps on my iMac and Macbook Air. AND I did not share my password with anyone.

Yesterday i just received an e-mail stating that my account has been canceled due to fraudulent activity. When I check my account, I see that it has been converted to a free membership.

I don't see any reason for my account to be closed. In rare cases, VPN may be turned on on my computer, but I live in Turkey and had been using it authentically for a long time before this annual subscription.

I occasionally (once or twice a month)  go to the Turkish Republic of Northern Cyprus and used the IP there, but this country is only recognized by Turkey and the same currency is used there.

I can't see any other reason for my account to be closed. During my conversation with the customer representative yesterday, she said that this review would take between 5-7 business days. They advise me to create a trial account during this process! An account that I have been paying for for years and purchased annually last month was cancelled. 

Attached you can see the conversation and invoice. Has anyone experienced this ridiculous situation? Or is there any solution to this ridiculous situation?

[John T Smith]

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
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
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

[kglad]

you have to wait for adobe's response to your contact while they investigate.

https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[Ramonchito27723680m8iq]

I have similar case. I took to chat support and even arranged call back from agents. It was a verfy disappointing experience with the agents. One even hang up on my call while I was talking - and I received email stating that the case # attached to the fraudulent activity link to my account is already closed. When I escalated same concern further, an investigation was conducted for 3 days, and they said that they can no longer assist further due to fraudulent activity. No further reason was provided. Everytime I brought issue to chat support - they would leave support and refer to a fraud team, and same loop happens.

When I requested for refund since I already paid plans, they refused to refund again providing same reason that my account is link to fraud.

I am no longer raising the cancellation subscription, but at least return my payment. Adobe continuously denied assisting me. This is unfair and not the way I was expecting to be treated from a giant Adobe enterprise. I am extremely dissatisfied. They cancel subscriptionn and did not return my payment.

Any similar experience please share.

[kglad]

... you're appealing to fraudsters?

[Ramonchito27723680m8iq]

They act and show similar attitude of a fraudster. I want to raise this to Adobe escalation team, but noone wants to assist further.

[kglad]

sounds like adobe's concluded you're guilty.

[Ramonchito27723680m8iq]

What's the basis for this claim? Adobe should provide clear evidence of how my account became fraudulent. In what world can someone be accused of fraud without any proof or evidence? This feels like a scam to me!

[kglad]

i don't know what you did or what adobe thinks you did.  but if they're done communicating you, the obvious conclusion is ...(see above).

[Ramonchito27723680m8iq]

I will further exhaust any means available to reach Adobe, even if this is the end of the line for you. Thanks for reading.

[Nancy OShea]

From whom did you purchase the plan?

If it was purchased from a 3rd party vendor who fraudulently sold volume licenses to individuals, you need to take that up with the vendor who scammed you. 

Adobe is protecting its products from theft & exploitation.

[Ramonchito27723680m8iq]

Plan was purchased from Adobe. I have proof of purchase, invoice, order # and statement of account from my bank that it was charged 

[kglad]

fraudulent activity isn't related to vendor. it's related to user activity.

[Ramonchito27723680m8iq]

As I said  I have not done anything, I just bought the Plan. I'm using Adobe for my work. And suddenly it was linked to fraud, and they couldn't provide specific violation that was committed. I've requested support but they just turned away. All the time 

[kglad]

what kind if work?

any stock (attempted) contributions 

[Ramonchito27723680m8iq]

Using acrobat pro in managing personal documents, that's the work I do. This is purely for personal consumption. 

[kglad]

could anyone have complained about those documents?

were any so personal they would have been embarrassing had they been public?

[Ramonchito27723680m8iq]

The document is not a published document. It's a private document, it's not even a documentary that infringe plagiarism. It's a simple office form converted to pdf.

[kglad]

what are the answers to the questions?

[dave_2306]

could anyone have complained about those documents? No one has accessed on these documents. It's saved on my PC.

were any so personal they would have been embarrassing had they been public? It's not a public document. It wasnt published.

[kglad]

your avoidance is suspicious.

[Ramonchito27723680m8iq]

I don't understand. Please be specific. And hopefully avoid conclusive statement if you don't have facts. I'm stating what happened and you seemed to suspect I've committed violations. The reason I posted this experience is to gain information how to escalate the issue if it wasn't resolve. 

[kglad]

eg, if any acrobat files were known to adobe, could that have been problematic?

[Nancy OShea]

I'm using Adobe for my work. And suddenly it was linked to fraud...

By @Ramonchito27723680m8iq

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Did you share your Adobe log-in ID and password with other users?

[Ramonchito27723680m8iq]

No. It's just me using this account of course.