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Swoosh777
Participant
April 15, 2023
Question

Got billed after cancelling trial

  • April 15, 2023
  • 2 replies
  • 475 views

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 ?!!!

    This topic has been closed for replies.

    2 replies

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    April 17, 2023

    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
      S
      Swoosh777Author
      Participant
      April 25, 2023

      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???????

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      April 25, 2023

      update your support tickets.

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        April 15, 2023

        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-community/td-p/12919684/redirect_from_archived_page/true

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