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How to complain subscription

New Here ,
Aug 02, 2021 Aug 02, 2021

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A8492086-9B46-4BC5-A64B-C5F125FA2C48.png

Hi,

 

I had a year long sub on photography plan. Received an email to notify of auto renewal on 29th July 21.  I cancelled on 13th July 21 . (see screenshot) Subsequently I have been charged and auto renewal proceeded. I have tried live chat, spoke to three representatives and told that if I want to cancel (I am within 14 days of new auto renewal) I will have to pay 50% of sub fees. I was told to provide cancellation email which I did not receive but I DID take a screenshot for exactly these kind of errors.  A glitch on their end has obviously occurred. I do not use the service and I don't need it. I was told a manager would call back within 24 hours and I did not hear back. I am in the Uk and the financial ombudsman has advised me to put something in writing as first approach.

However, I cannot find an email address or otherwise. Can someone help. I need a cancellation and refund of payment already taken. I have already had to spent too long on something that I have taken all the steps to cancel. Does anyone have a uk email/address  for written communications?

 

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correct answers 1 Correct answer

Adobe Community Professional , Aug 02, 2021 Aug 02, 2021
If you did indeed cancel, there is a record of it in your support history along with a case # for reference.  You can find it by logging-in to your online account and scrolling down to VIEW SUPPORT HISTORY (see screenshot). https://account.adobe.com/plans =============== How do I Cancel my Subscription? https://helpx.adobe.com/manage-account/using/cancel-subscription.html =============== Subscription & Cancellation Terms: https://www.adobe.com/legal/subscription-terms.html CONTACT ADOBE SU...

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Adobe Community Professional ,
Aug 02, 2021 Aug 02, 2021

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This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Adobe provides support through the Chat function on the contact page or through a phone call. There is no email support.

 

Since you are having so much trouble with the Live Chat feature, I suggest you try phone support.


PHONE: You can also search this page for a regionally appropriate phone number for customer support.

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

 

Good luck.

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Adobe Community Professional ,
Aug 02, 2021 Aug 02, 2021

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If you did indeed cancel, there is a record of it in your support history along with a case # for reference.  You can find it by logging-in to your online account and scrolling down to VIEW SUPPORT HISTORY (see screenshot).

https://account.adobe.com/plans

 

image.png

 

===============
How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html
===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Aug 02, 2021 Aug 02, 2021

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yes I did cancel and they have now seen the evidence so I've been refunded. Thanks for your reply. 

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Adobe Community Professional ,
Aug 02, 2021 Aug 02, 2021

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Great!  Glad it's all sorted. 🙂

 

Nancy O'Shea, Adobe Product User & Community Professional
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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