How can I ask for a refund?

Question

I've been billed incorrectly since cancelling my plan in August, and just noticed it. I've been trying to talk to a human for hours and they keep closing the convesations on me as soon as I ask for a refund.
Can someone help me? I've talked to 6 "agents" and I'm going insane.

Jeffrey_A_Wright · Accepted Answer

I tried that for over 4 hours today. Unfortunately WITHOUT SUCCESS. It's really frustrating, especially since I have orders to complete.

@andreas_3274 my apologies for any confusion, you can use the steps listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html if you want to accept the offer given to you and proceed with your membership. Please also see https://helpx.adobe.com/manage-account/using/update-billing-information.html for details on how to update the method of payment used to make the payments on the annual membership.

Finally, you can find more information on how annual and month-to-month memberships work at https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html.

kglad · Answer

these are user-to-user forums.

i have no idea about your particular situation, but usually adobe users starting a "trial" subscription are presented with three options, annual paid monthly (one year obligations with a penalty for early cancellation), annual paid annually (uncancellable paid once) and a monthly paid monthly (monthly with no penalty for cancellation).

only the monthly paid monthly plan is setup to be easily cancellable. the others are for user that are required to commit to a one year subscription. the plans' obligations are listed before you pay. but (imo) those obligations should be more prominently displayed and users should be forced to click an "agree to these term" box before proceeding with submitting their payment information.

the "trial" part is 14 days. you can cancel any of the plans without penalty within 14 days. imo this info should be more prominently displayed (or better sent in the email confirmation) along with info on how to easily cancel*.

i know this doesn't help you now, but maybe it will help someone else.

*

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

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:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

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