Problem with Adobe Stock Subscription. Need Help :(

[lidia__8641]

Hello, has anyone experienced a similar issue with an Adobe Stock subscription and managed to resolve it? 

I wanted to buy the Adobe Creative Cloud + Adobe Stock subscription and pay upfront without the free month trial. Since there was no such option on the website, I contacted a support agent via chat. He told me it’s possible and asked for my card details. I gave him, and he charged me €885.17. Everything worked fine for a few hours – I had access to both subscriptions.

A few hours later, I got a notification from my bank about an attempt to charge an additional €442.65. I was surprised and contacted support again to ask why they were trying to charge my card again. That’s when I found out that they couldn’t see the €885.17 payment on their end – they only saw a payment of €442.52 for Adobe Creative Cloud 😞 So what happened to the rest of the money? Nobody knows. The bank has already processed the payment, I have the confirmation, and the amount of €885.17 has definitely been charged.

On my Adobe account, under the Adobe Stock subscription, it says “billing issue” and access to Adobe Stock is blocked. On the chat, they told me the issue is being handled by the backend team, but I haven’t received any updates and the customer service keep postponing the resolution date every day. There have also been 6 more attempts to charge my card.

I don’t know what to do anymore. Has anyone experienced a similar issue and knows how to solve it? I’ve been chatting with Adobe support every day for a week now, and I’m completely exhausted and stressed out by this absurd situation :(... Maybe someone here can help, because I’m out of ideas. I’m afraid to cancel the subscription via agent because they might only refund half of the amount.

[kglad]

you have to work with adobe support and your bank.  there's no other route.

you could try a different card with adobe support.

[Shivangi_Gupta]

Hi @lidia__8641,

We appreciate you reaching out. I can see that you have subscribed to Adobe CC all apps and Adobe Stock(prepaid annual subscription).

The situation that I can see is that Adobe has received the payment for Adobe CC all apps, however the payment for Adobe Stock is still pending. This is the reason you are getting these transaction requests.

Since this is a public forum, we may not be able to talk about the money related details here. I can only advise you to speak with your bank and request for the transactional details from them so that the money can be traced somehow.
I hope the issue gets resolved as soon as possible.

Please do not share any confidential information here. This community is open to public.

^Shivangi

[lidia__8641]

I have already discussed this with my bank and I have a transaction confirmation, which I have also sent to you. The bank has also confirmed that the transaction was successful and that you received €885.17. The problem is that no one from Adobe is willing to help me verify and resolve this. The Adobe Stock subscription should not be marked as ‘Pending’, because I have paid for the entire year.

If the provided confirmation is not sufficient, you are welcome to contact the bank directly.

[Shivangi_Gupta]

I understand. I checked it further and found that you are already in conversation with our support team who have shared the details with our back-end team for the payment review.
They'll respond as soon as they'll get an update from the backend team.

Please stand by!
^Shivangi

[lidia__8641]

Yes, I did contact a consultant, but after a week, today, I was told that the backend team is not handling this case, and I won’t receive a response unless I cancel the subscription. However, I’m afraid that if I cancel the subscription, I’ll end up with neither the money nor the subscription.

This entire conversation is available on my chat. You can check at any time to see what has been happening and that no one has been willing to help me for a week.

I am told every day that I will receive a response to my email within 24 hours, but it never happens. And today, the chat agent told me that no one is handling this until I cancel the subscription.

[kglad]

do you have an open ticket, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

[lidia__8641]

Yes, i have an open ticket. Thanks for the link, I added my comment there and maybe it helps or something. Btw.. still no answer though 😞

[kglad]

give it a day or two after updating your ticket.  can continue to recheck it every 24 hrs or so.

[Shivangi_Gupta]

Thanks for your patience. I looked into the details for you. Since your account shows pending payment, you will not be able to cancel the subscription. I would advise you to follow up with the support team again. They'll help you with the complete process.

^Shivangi