I just got billed for Adobe Pro even though I don't see any active plans

[andy_4382]

This is similar problem as https://community.adobe.com/t5/account-payment-plan-discussions/i-am-being-charged-a-monthly-amount-... , last month I tried Adobe Pro and I cancelled it few days after - within the trial period, since I didn't see any acive plans after cancelation I though that's it, but imagine my suprise when today I got billed for monthly subscription of Adobe Pro, I see in my orders a monthly invoice tight to my original order of 0.0 EUR (which was the free trial that I cancelled). 

Now what the hell am I supposed to do, I searched for an email or phone to talk with someone, but all you have is the virtuallassistant which tells me that in order to talk to agent I need to have an active plan - if I don't have any plans then why do you bill me ... see the screenshots, how do I cancel something that I don't have?

To save some time, I don't have any other email tight to account and I did not give anyone else the credit card, it just seems that the cancellation happen in my account but not on Adobe side internally.

Screenshots with the problem attached.

[Jeffrey_A_Wright]

Andy, I am sorry, but there is no active subscription or recent purchases under the account you used to post to this public discussion forum. Please make sure you are signing in under the account you used to make your purchase. You can find information on how to request a password reset at https://adobe.ly/3GPkUji. ^JW

[andy_4382]

How do you explain that I see the invoice in this account with this email <Removed by Moderator> then, I see that it was billed for this account, I see invoice, I see the PDF for invoice but I don't see any plans that I am able to cancel.

[andy_4382]

Thanks for editing the post, my email and the invoice number (which you removed) is really something someone from Adobe billing needs to take a look at to solve this problem since, happy to share it again in support case but since I don't have plans I am not able to create one, this is a dead end .. I just paid for something I don't have

[Jeffrey_A_Wright]

You are welcome, Andy. Please be careful these public discussion forums are visible to anyone with Internet access, so any personal information shared is vulnerable.

Please reach out to us directly at https://adobe.ly/4jBKhnz and use a different device if you are unable to reach anyone. I don't see any support cases, under the account you used to post to this public discussion forum, so the current computer or device you are trying to reach us from may be blocked from contacting us.

I'm sorry you have to deal with this, Andy. I am sure it is frustrating.  Please make sure to contact whoever manages the device and network, and let them know of the problems you had contacting Adobe. You could even refer them to this public community discussion that you started. ^JW

[andy_4382]

well my email is public anyway and the invoice number is information for you, so I don't see a problem with that, anyway, how would you sugest that I should ocntact you, you just sent me a general page to contact Adobe, but I already wrote here, I can't use the chatbot to obtain HUMAN to interact with me because the assistant also doesn't see any plan in my account which is the whole problem.

[Jeffrey_A_Wright]

Yes, that prompt often comes up if the device is unable to be fully entitled and blocked from contacting us. Use a different device to click on https://adobe.ly/4iLO4xc. ^JW

[andy_4382]

but this is not problem of network, I see the assistant chat, it works, I just can't get through to live person, migh be location which is not US (same result from phone and second laptopt), if location would be a problemI would expect Europe number, or email, this is really horrible support experience (not your fault).

[andy_4382]

Well, the virtual assistant is horrible, but for anyone coming here wih similar problem, I got through to human (hopefully) by asking the bot about failed payment, then proceeded to tell him that his advice didn't help and only after that exchange I was offered the button to connect with an agent. Still waiting for the cancellation confirmation and refund (will solve it after that)