Got charged for a test plan despite canceling it on time and getting a confirmation.

Community Beginner ,
Jul 26, 2022 Jul 26, 2022

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Probe-Abo von Adobe Acrobat Pro. I cancelled it 4 days after ordering and trying it, got a confirmation email that the Abo was canceled but got charged nevertheless.

 

I can't find a way to dispute the payment, there is no way to contact Adobe (no email address, contact form, chat, phone nr. nothing) I'm utterly frustrated.

 

First, and most deffinitly last, time I've tried an Adobe Poduct (which was great, just not what I needed). The customer service, or lack thereof, is infuriating and makes the whole company untrustworthy in my eyes.

 

If any human Admin reads this, please get in touch with me.

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Account management , Billing

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correct answers 3 Correct answers

Adobe Community Professional , Jul 26, 2022 Jul 26, 2022

Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

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Community Beginner , Jul 26, 2022 Jul 26, 2022

Hi @Peru Bob, first of all, thanks a ton for your answer!

 

I've followed the link you provided after having disabled all the pop-ups blockers and having logged in to my account, and sadly still don't get a pop-up for chatting. I've tried the same both in Chrome and Edge and still no pop-up.

 

I've also tried under "Help & Support" from the top menu > "contact us" and nothing happens there. I tried open the link for "contact us" in a different tab and got redirected to the same https://helpx.adobe.com/contact.html?rghtup=autoOpen#


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Community Beginner , Jul 27, 2022 Jul 27, 2022

SOLVED

 

Quite dumm from my side, the telefon number and an email can be found under "Impressum" at the very bottom ob the webseit

 

https://www.adobe.com/de/about-adobe/impressum.html

 

After 5 minutes call, the whole issue got solved. The customer service representative was very competent and friendly and found the problem within seconds.

 

Also a big thanks to @Peru Bob for the help and the phone nr. list, that led to solving the issue to begin with.

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Adobe Community Professional ,
Jul 26, 2022 Jul 26, 2022

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Please go to Adobe Customer Service (make sure to sign in to your Adobe account first and allow popups on your browser):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You may also be able to contact Adobe by phone:
https://helpx.adobe.com/contact/phone.html

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Community Beginner ,
Jul 26, 2022 Jul 26, 2022

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Hi @Peru Bob, first of all, thanks a ton for your answer!

 

I've followed the link you provided after having disabled all the pop-ups blockers and having logged in to my account, and sadly still don't get a pop-up for chatting. I've tried the same both in Chrome and Edge and still no pop-up.

 

I've also tried under "Help & Support" from the top menu > "contact us" and nothing happens there. I tried open the link for "contact us" in a different tab and got redirected to the same https://helpx.adobe.com/contact.html?rghtup=autoOpen#


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Adobe Community Professional ,
Jul 26, 2022 Jul 26, 2022

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When I click on the "Contact us" at  https://helpx.adobe.com/contact.html?rghtup=autoOpen# , after a few seconds delay, I get the Chat popup.

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Community Beginner ,
Jul 27, 2022 Jul 27, 2022

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Sadly nothing happens when I click on "Contact us". I've tried from the US webseit and form the German one (I'm in Germany), in both case the same, no pop up appears when entereing the websiet nor when clicking on "Contact us".

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Community Beginner ,
Jul 27, 2022 Jul 27, 2022

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SOLVED

 

Quite dumm from my side, the telefon number and an email can be found under "Impressum" at the very bottom ob the webseit

 

https://www.adobe.com/de/about-adobe/impressum.html

 

After 5 minutes call, the whole issue got solved. The customer service representative was very competent and friendly and found the problem within seconds.

 

Also a big thanks to @Peru Bob for the help and the phone nr. list, that led to solving the issue to begin with.

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Adobe Community Professional ,
Jul 27, 2022 Jul 27, 2022

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thanks for the follow-up.  (and that's good to hear because we usually see complaints.)

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