issues with contacting support

[bella_0514]

Sorry if this is the wrong place to post this, I haven't used the community forums before.

I recently received a bank statement saying that i was charged for an adobe subscription, however i have no active subscriptions on either of my accounts (I have two with different emails). The statement didn't specify the email or account, and I've tried using the chat function but to no avail. I also can't find any customer support email or phone number. 

Has anyone else had this issue? Does anyone have a potential soultion?
Thanks

[pixxxelschubser]

Photoshop Ecosystem is not the appropriate forum for invoice questions. You will probably have to go via the chat.

You may find similar questions or advice in this Adobe community: https://community.adobe.com/t5/account-payment-plan/ct-p/ct-account-payment-and-plan?page=1&sort=lat...

Note : Please do not respond to anyone that contacts you via this forum's Private Message system and asks for account details. Scammers are known to do that posing as employees.

[bella_0514]

Thank you for the reply and heads up about the scammers, and apologies for using the wrong forum. It seems that this is a widespread issue among adobe users who cancel their subscriptions/have free accounts.

[jane-e]

I've tried using the chat function but to no avail. I also can't find any customer support email or phone number. 

By @bella_0514

Adobe does not have email or phone support. They have Chat and X (Twitter).

What happens when you try to use Chat?

• If you get in, type "agent" to get a human and not the bot. Ask for a case number.
  Try the link to auto-open the Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen 

• If nothing happens, then your browser is blocking Chat. Try these steps:
  https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703  

You can also send a post through X (formerly Twitter) to @AdobeCare.

As Pixxel said, PMs are likely to be from scammers.

Jane

[bella_0514]

Thank you for replying, I'm currently trying to contact an agent over X, but is that fails I will try the chat again.

[bella_0514]

After reaching out on twitter I was told by a human agent that my card was linked to my school adobe account, and that none of my personal emails have or had an active plan/were not linked to my card in anyway. 

However after checking my school account I realised this could not be true, as my school pays for an enterprise plan, and there was no history of billing/invoicing in the invoicing history. There was also no card or bank details attached to this account. Other people from my school with the same school accounts aren't having this issue.

The agent stated that this is the only account with my card linked. It seems like something sketchy is going on with adobe to be honest. If they dont resolve this, I will just contact my bank and either have them deal with it or cancel my card.

[jane-e]

@bella_0514 

Did you get a case number? Only Adobe Customer Care can assist with billing so the are the only ones who can sort this out. You may need to contact them again since you are still being billed.

Jane

[bella_0514]

no i did not receive a case number and adobe make it almost impossible to reach customer care.

quite frankly with how widespread this issue it, it just seems like theft at this point.

[kglad]

@bella_0514 

with an enterprise plan, you must access support via your admin.

[AxelMatt]

Moved to the appropriate Account, Paymant & Plan forum

[kglad]

if you suspect fraudulent use of your credit card, contact the card issuer.

[bella_0514]

This doesn't seem to be the case, but in the unlikely situation it is then I will do so.

[kglad]

what trouble are you having with chat?  

[bella_0514]

I have been unable to bypass the ai filter. I did reach out to someone on their X account but they haven't been as helpful as I hoped.

[bella_0514]

The Adobe admins lied. They said they couldn't cancel my subscription because I couldn't get into my account without verification. Then they told me they could cancel my subscription without getting into my account, but I would have to pay a 50% cancellation fee. Then after I mentioned cancelling my card, they said they could waive the fee for me.

I ended up cancelling my card. Adobe is a criminal company and they're being sued by the FTC for being a scummy behaviour. The community forums and contact support networks are just as useless as their products. 

To anyone having the same problem who might see this thread; the correct sollution is cancelling your card. Hope this helps ♡

[kglad]

caution, that does not eliminate the problem.

[AxelMatt]

@bella_0514 I understand that you're be angry, but be respectful and do not post insinuations or insults towards others.

Otherwise I will be forced to lock this thread.

Thanks

Axel

Moderator