Problem with a Refund, after Cancelling a Plan

[DomiR29910401deg6]

Hello,

On October 12, 2024, I made an order, that was canceled on the same day, like 20 minutes after the payment, that I realized, that an amount of €780.74 was deducted from my bank account, even though I couldn't get past a screen, that didn't let me cancel or modify my plan in any way. In other words, I wasn't able to cancel my plan (annual, prepaid), because My Account site was telling me I needed to update my card details, so I needed to buy it, and then cancel it right away.

With that said, I waited for 7 business days, and no money came back. I'm perfectly sure, that the applicable refund (cancel in the first 14 days, get money back) applies to my situation, but still nothing from Adobe's side. No money came back to my bank account. This is a lot of money, and it is very sad to see this stuff happening.

I would also like to mention, that the date of the purchase got for some, to me unknown reason, changed to a wrong date of purchase (18th of September 2024), so on the My Account page, it is telling me, that next year, on the same wrong date, will be the next payment of this, now cancelled plan. It's also wrong in the PDF that I can click on in my payment history on My Account here on Adobe site.

Additionally, even after the cancellation of the previous plan (annual, prepaid), I am unable to select any other subscription (plan). On My Account, it keeps saying ,,You canceled this plan'' in a grey text. I am now interested in the monthly plan, because it is cheaper and better for me at the moment. But - I can't buy it, because of this whole problematic situation.

So - money wasn't refunded yet, and I can't go with any other subscription. Also, if the refund doesn't apply to me - for any reason - can someone tell me why? Why can't it work? It is truly a big amount and I can't just lose it, because I had no other choice, than buying it, and then cancelling it right away.

Also, I am from Czech Republic, so the text in the photo is in Czech, but in translation it means ,,You cancelled this plan''.

Thanks for anyone's assistance.

Thank you all for any help in advance,
Dominik Robenek

[Jeffrey_A_Wright]

Thanks for your question, Domi. I reviewed the account you used to post to this public discussion forum and can confirm that you successfully canceled your second CC All App plan and that there are no active plans or memberships under your account. Please see https://adobe.ly/4hgQvZ0 for information on any charges that may be applied when canceling an annual plan. ^JW

[DomiR29910401deg6]

Hello, thank you for your reply.

However, at this moment, I need more information regarding my situation.

As you mentioned in your reply, there is no active plan under my account, which is good, because the plan was cancelled on the 12th of October 2024, and since then, the money didn't come back, even though I cancelled it during the first 14 days (it was basically like 20 minutes after buying it), so the refund is applicable.

Also, like you informed me, the plan is cancelled and there is no active plan on my account, however, I am still not able to select any new plan, because it keeps telling me, that I already have one active. And of course, even after 7 business days, money still didn't come.

But still, thank you for your reply and I hope this gets resolved as soon as possible, because I urgently need the Creative Cloud for work related things, and I'm time-limited, so the Monthly plan is best for me at the moment.

Thank you,
Dominik Robenek

[kglad]

@DomiR29910401deg6 

contact support to rectify.

[John T Smith · Accepted solution]

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