Plan cancellation didn't work, no refund + still being billed

[Suzanne0D4C]

Hi there. I purchased Adobe Illustrator on 28 October 2020 and then cancelled at round about the 3rd or 4th of November, but instead of receiving my money back like the site said (see attached screenshot), the plan is still continuing and the next payment was already deducted from my account for the next month. Can somebody please assist me with cancelling my Adobe Illustrator plan and also refunding me?

[John T Smith · Accepted solution]

This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html for chat or https://helpx.adobe.com/contact/phone.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[Nancy OShea]

You had to cancel before Nov 11th.   Did you get confirmation you actually cancelled it?  Maybe you have more than one account?

https://helpx.adobe.com/manage-account/using/cancel-subscription.html