Major complication with billing - refund incomplete

[Raymond Moayeri]

Hello all.  I have had a major billing issue, which support was very helpful with.  They agreed to two separate refunds, one to PayPal, which I received, and another to my credit card, which I did not receive.  Currently I am subscribed to Adobe for Enterprise, through my community college.  Therefore I cannot access Adobe Chat again directly, to ask for help with this promised refund.

I will describe what happened as quickly as I can.  Close to a year ago I ordered the Full Suite through College Buys.  At that time I was very unclear about how to sign into specific accounts correctly, and how to make payments and set up College Buys.  So as I tried to navigate signing in and transactions, I ended up signing up for two full priced subscritions on different emails and different payment methods (paypal and credit card, as I stated) instead of the College Buys subscription.  So for a year, I paid about $1,560 instead of $100.  I understand this was due to my own error.  So I entered chat separately for each of the two fully paid accounts.  In each case, I was offered a refund of half, which I consider fair enough, so that essentially I would've paid the standard private full price for a year.  However, I have only received one of these refunds, to my paypal, and not the one to my credit card.

Again, I have literally no option to contact Adobe directly.  I hope that with the situation I've described, that the two refunds of half for each of two accounts seems reasonable, even if I had not meant to go through College Buys.

I am a student who is very enthusiastic to work further with Adobe.  And finances are quite tight for me right now.  Respectfully, I have been counting on both refunds to be honored.  Any answers from someone from Adobe, and/or someone who might point me in the right direction would be greatly, greatly appreciated. Thanks all...

[kglad]

unfortunately, no one here can fix that for you.

[Shivangi_Gupta]

Hi default8ta9us39gfc5,

Thanks for reaching out!

I’ve reviewed your account details and found that the most recent refund issued by Adobe was approximately three years ago.

Could you please confirm if you're referring to that same refund? If so, I’m afraid we may not be able to re-issue a refund that old, as it falls outside our eligible refund window.

Let me know if you're referring to a different transaction. I’d be happy to take another look.

^Shivangi

[Raymond Moayeri]

Hi Ms. Gupta,

Thank you so much for your response, and for taking the time to check into the situation.  It is very kind of you.  

So, a refund was issued September 25th this year, I believe to an account with a different email associated with it, than this one.  I presume that is why you do not see a refund, as it is not to this account.

Again, the situation is complicated.  I unknowingly was paying for two separate accounts.  The refund, I believe, was issued to paypal for the account on a different email, so I'm guessing not the email associated with this account, which must be why it doesn't show up to you.

So shall I perhaps direct message you the two email addresses of the two accounts I was paying for?  Then you might see what was refunded, and what was not.  

Once again, thank you so very much!

Best wishes,

Ray

[Kanikas]

Hi Raymond Moayeri, 

Thanks for getting back to us. Could you please login with the other email address and message us? Only then we will be able to check your account details and provide you the information. 

Thanks 
^KS

[Raymond Moayeri]

Hello Kanikas,

I will do so as soon as possible.  Again, thank you all so much.  

Best regards,

Ray

[Kanikas]

You're welcome. 

Happy to help. 

^KS

[Raymond_Moayeri5080]

Hello again @Kanikas , and @Shivangi_Gupta ,

Once again, I do appreciate your time.  This would be my other account.  The refund should be here, I believe.  I have created an account with one other email, but I don't believe that will have any such history.  Thank you again!

Cheers,

Ray

[Kanikas]

Hi Raymond_Moayeri5080 , 

Thank you for contacting us. I see that under this account, Creative Cloud pro subscription was cancelled. Also, 6 different refunds were issued with following reference numbers: 0268051463, 0268026358, 0268033484, 0267998726, 0267985860, 0268049564. The amount for each of them was $59.99. Other than these refunds we don't see any other refund for your account. 

If you were promised refunds more than this, kindly get in touch with support here. 

Hope this helps! 

Thanks 
^KS

[Raymond Moayeri]

Hi Kanikas,

Please bear with me, for one more message. I cannot access chat support for this account as it is on Adobe for Enterprise.

Again, thank you so very much. I think I can clarify my issue now. So as you just stated, on the account you just replied to, I paid full price for a year, and was refunded half.

Now, with the account I am posting from now, you can see that I was also paying full price for a year.

So I was paying for two accounts at once, for a year. So an additional refund of half was also promised on the account I am posting this reply from.  Therefore in total two refunds of half on each account would even out. However I did not receive the refund promised on this account.

So importantly; if you look at the record for this account, you will see that I have been paying the full rate on this account, at the same time I was paying the full rate on the account you just replied to. So for 11 to 12 months I was paying double the rate, by having two separate subscriptions being charged at the same time, to the same name, by 2 different payment methods. 

So respectfully, I ask that you kindly honor what support told me, and please provide a refund of half of the last 11-12 months of this particular account, just as you have on the other account. That way, in total, after both refunds of half each, I will have paid the full rate for that year in total, as in half each of the two accounts, which seems fair to me. I truly hope you see it that way. Please check my payment record on this account, and you'll see I have paid fully on this account, at the same time as the other one on this thread, which was already refunded half.

I hope I have presented my case as clearly as possible. Please bear with me, as I can't access chat support.

Best regards,

Ray

[Shivangi_Gupta]

I reviewed your account details and looked for the support case from September this year and found that our support team offered/issued a refund for the account with single individual subscription. I could not find any support case where you were promised a refund for the other account where you have your team's plan?
Could you share any reference case number with me?

^Shivangi

[Raymond Moayeri]

Hello Ms. Gupta,

Thank you so much for your continued attention, and your valuable time. 

So I had a private account on this email, starting October 2024, until late September this year. It was not for Enterprise, it was a personal account for full price. This was simultaneous with paying the other account for a year, of which half was successfully refunded. Support on this account also told me they would refund half, but they did not. Maybe they assumed it was just one account.

I only started to have this account for Enterprise within the last couple weeks. Before that, for a year, I had a full price account, at the same time as the other account.

I have just these two case numbers:

ADB-41822023-T6V0  

ADB-41821950-V2B4 

You are really so kind for your patience in working with me. Thank you again!

Best wishes,

Ray