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Got billed after cancelling trial

New Here ,
Apr 15, 2023 Apr 15, 2023

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I used a trial version of Illustrator for one week and cancelled within the week.  This was confirmed in an email from Adobe on March 3rd.  However on March 28th, they charged me around £30 for no reason.  I looked online for support but there seems to be no place you can chat to someone / email someone / raise a ticket.    How do I get a refund and stop these payments ?!!!

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Account management , Billing

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Community Expert ,
Apr 15, 2023 Apr 15, 2023

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contact adobe support and ask them to correct the error.  there are 3 ways to contact adobe; chat, phone and twitter:

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.

phone:
(REMOVED BY MODERATOR)

twitter:
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. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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Community Expert ,
Apr 16, 2023 Apr 16, 2023

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Maybe the bill & cancel request crossed paths.

 

Or perhaps you have an additional service under a different ID (email) you weren't aware of like Adobe Stock or Acrobat?  Log-in below with a browser that accepts cookies and doesn't have script blockers or VPN enabled. 

https://account.adobe.com/plans

 

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Twitter: https://twitter.com/adobecare
Phone M-F, during normal business hours: (REMOVED BY MODERATOR)


Hope that helps.

 

Nancy O'Shea— Product User, Community Expert & Moderator
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Apr 25, 2023 Apr 25, 2023

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sorry all for the delay.  I have contacted Adobe by chat.

After explaining the situation today, I was transferred to another agent, I explained again, saying there were no active plans under my name or my husband's.   I originally downloaded the trial version on his laptop as my imac is too old to support the current cc.  

 

Next, they all asked 'why do you wish to cancel'.  I reiterated that I had already cancelled the trial why are they asking me this (one of them wanted to charged me a fee as well for the year!).  They left the chat.

THREE TIMES, they all left the chat.   

What is going on Adobe?????  this is unacceptable, I can't believe how rude and unprofessional this is.

I want a refund and I don't want to be charged again.  What can I do???????

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Community Expert ,
Apr 25, 2023 Apr 25, 2023

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update your support tickets.

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Adobe Employee ,
Apr 25, 2023 Apr 25, 2023

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LATEST

Swoosh777, sorry for your frustrations while canceling your Adobe membership or service. I don't see any active subscriptions or recent support cases under the e-mail address you used to post to this public discussion forum.

 

This is a public discussion forum, so please continue working directly with our support team to resolve any questions about unknown charges, as encouraged by Kglad and Nancy OShea. Please review and bookmark https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html for details on how you can review and update your recent support cases. 

 

I would encourage you to verify which account you are signing into, and if you cannot find your recent support case, please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to begin a new secure chat session, Swoosh777.

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