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Refund was REFUSED

New Here ,
May 25, 2022 May 25, 2022

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I reached out to costumer service about my free trail that ended back in March. But I was recently charged last week for the services. The agent refused my refund and said I'll have to pay a cancelation fee. The kept offering a free 3 months after I said I don't use the services. I tried the free trail for my classroom and didn't like it. I would like it canceled and the one payment refunded. I seen others on here get help , could anyone offering assistance?

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correct answers 1 Correct answer

Community Expert , May 25, 2022 May 25, 2022

This space is provided by Adobe, but it is not Adobe support
Sorry, nobody here can help with an account or payment problem
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
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-you MUST make sure that your browser does NOT block ads, scripts, or pop-ups
-you MUST also allow 'cookies' in your web browser for the link to work
T

...

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Community Expert ,
May 25, 2022 May 25, 2022

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This space is provided by Adobe, but it is not Adobe support
Sorry, nobody here can help with an account or payment problem
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
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-you MUST make sure that your browser does NOT block ads, scripts, or pop-ups
-you MUST also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
- or by telephone https://helpx.adobe.com/contact/phone.html
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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LEGEND ,
May 26, 2022 May 26, 2022

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You are wise not to take the free offer - you will start a new year after the trial. Cheaper to just pay the penalty fee. However, you may have to be insistent. Be VERY polite, because it is entirely the agent's choice whether they waive any of your contracted charges. 


Warning: scammers may contact you offering "help" with email or Skype contact. THEY ARE FAKE ADOBE REPS. Your problems could get MUCH worse if you reply.

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Adobe Employee ,
May 26, 2022 May 26, 2022

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Hi Ashley,

We appreciate you writing in. We checked your account details and found that you have an active subscription from last 2months and 12days. This is the reason you're being asked to pay the cancellation fee if you wish to proceed with it.

For more info you can check out this article: https://www.adobe.com/legal/subscription-terms.html

Let us know if you have any questions.

 

Note: Please do not share any personal/confidential info (bank details, email ID, etc) here. This is a public forum.

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New Here ,
May 26, 2022 May 26, 2022

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I haven't paid for the subscription. I was just charged last week. So how could it be active for 2 months. 

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Adobe Employee ,
May 26, 2022 May 26, 2022

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Ashley, the Creative Cloud All Apps subscription was started on March 13th, 2022. If you have any additional questions, then please begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen and a member of our support team will be happy to help.  

 

I do see that you tried to contact us, but disconnected during the chat session, Ashley. Please use a different device to begin the chat session if the current computer is blocked or unable to maintain an active chat window.

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New Here ,
Jul 10, 2022 Jul 10, 2022

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Not sure if you still have this issue, but I had the exact same problem. What I did was I switched my plan to a new one, and I was refunded for this month, not the others sadly, but then I immediately cancelled my new plan which you can cancel for free because it is within the cancellation time and then they refund you for this month. It's the best solution I found seeing as the person I was in contact with was just trying to sell me more even

though I said repeatedly I didn't need the subscription. Hope this helps some people. Good luck 😉 

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Community Expert ,
Jul 10, 2022 Jul 10, 2022

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LATEST

March was 4 months ago.  Did you cancel within 14 days of joining?  If not, you're not entitled to any refund, sorry.  You committed to 1 year of service whether or not you use it.

 

Option 1:  Cancel early and pay a 50% early termination fee.  If 8 months of service are remaining, you pay for 4 months with no further obligation.

 

Option 2: Wait until your 12th month of service to cancel without penalty.

 

===============
How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html
===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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