I cancelled plan in June' 24, received the confirmation, and still being charged to Jan'25

[fandi_3573]

Hello, 

I have cancelled my Adobe Pro since Jun 2024 before the billing cycle. I received the confirmation of the cancelled plan, but I just found out that I am still charged till now (January 2025). I tried to email the company, but I received no reply after a month. I tried its virtual assistant, but they could not help because they were faking it saying that "a real human is behind the virtual assistant" on their web page while it is only a chatbot there. This chatbot cannot help my specific request for a refund for something I did not buy. I have all records of my transactions and cancellations, but I am frustrated on how to contact Adobe for giving back my money. Please someone help me on how to pursue this!

[kglad]

in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post (like this one has already been moved) if it helps you get responses.

<"moved from using the community">

[kglad]

there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, 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.

twitter/x:
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.

[fandi_3573]

I have followed your suggestion. It does not work. After 30 minutes they still send me back questions even though I have typed "AGENT". Are you also a chatbot? you seems copy paste your answer to all people in this forum who have the same problem. I need a real solution. 

[kglad]

no, i'm not a chat bot, and "agent" bypasses the bot, if you meet the other conditions i posted.

[fandi_3573]

What other conditions you mean?

[fandi_3573]

Anyway, what do you think about A LOT of customers having the same experience that Adobe actually takes the money even though we have cancelled it according to their rule? There are too many reports of the similar case in this forum

[kglad]

if you have or want to purchase a subscription, use a browser that allows popups and cookies

if you can't use chat, use twitter/x.

[Nancy OShea]

It's possible you have another plan from Google Play, Apple iStore or Amazon.  Contact the appropriate vendor about that one, Adobe can't help with 3rd party purchases.