Question about cancelling and billing charges

[liliana1]

Hi there! I've been trying to get a hold of customer service for a while now, via chat or call, but no one gets back to me. My main issue is that a few months ago I bought the creative suites app for $22.30 and also illustrator alone for like $21. I purchased these using the monthly plan. So, I cancelled the illustrator package and got refunded for that. However when I tried cancelling the creative suites (2 different times) before it was supposed to renew, I keep getting charged weeks later, despite my account saying I have no plans at all and just the free membership, and I have email confirmation that both plans were canceled. Help?

[John T Smith]

This is a public forum, not the link to Adobe support
-other users here can't help with an account problem
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
-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
.
Also - beware of answering anyone who sends you a private message
https://community.adobe.com/t5/community-help/avoid-phishing-3-easy-ways-to-identify-adobe-staff/td-...

[Nancy OShea]

Maybe you have a 2nd account under a different e-mail address?

Covid-19 might be affecting the number of available agents.  I don't know.  I have always received immediate response from online chat agents.

1. Sign-in. 
2. Click the chat bot icon. 
3. Type "agent" followed by enter key. 
4. If nobody joins in, try with a different device or browser that does not have script blockers.

https://helpx.adobe.com/contact.html