Participating Frequently

Question

Still paying subscription

Forum|Forum|4 years ago
August 19, 2021
4 replies
1355 views

I cancelled my subscription before the 7 day trial finished. However, Adobe started to take payment. I rang through to the Help Centre and was assured that my cancellation was accepted and I would be refunded the money I was owed. Two months later, Adobe are still taking monthly payments. Clearly doing this through the help centre is not the answer. Suggestions please?

This topic has been closed for replies.

D

Dave C58Author

Participating Frequently

Hello I've come back to the community because I really have no idea where else to go. I cancelled my subscription before the 7 day trial finished. However, Adobe started to take payment. I rang the Help Centre and was assured that my cancellation was accepted and I would be refunded the money I was owed. Two months later, Adobe were still taking monthly payments.

I was helpfully sent to the account payment & plan thread where I was put in touch with an individual. They sent me one private mesaage but never responded again despite several attempts. And now I have been charged again! They know I am no longer subscribed because I am regularly sent an email from creative cloud asking me to reconsider and sign up to their subscription.

So far Adobe have overcharged me by $500.

Any ideas? Thanks D

LinSims

Community Expert

I wish I had better news for you, but the truth is that there's little anyone here can do. We're users like you and do not have any access to Adobe's backend systems.

What you need is an Adobe employee, so I'm afraid you're back to talking to a CSR either on the phone or via chat. In both cases, tell the automated response (phone) or the AI (chat) "Billing". That will cut out some of the steps.

Kanikas

Community Manager

Hi there,

I dont see any subscription under the email ID that your are using with the forums. Are you using a different email address?

In case you have been charged please get in touch with support using the link shared above.

Thanks

Kanika

D

Dave C58Author

Participating Frequently

Hi Kanika,

Just checking if you have managed to find out any more about why I am still paying monthly subscriptions for items I cancelled in May. The ID is <email removed> and also possibly <email removed>.

Thanks

Dave Cohen

LinSims

Community Expert

Once more, Adobe do NOT want you to post your contact information in a public forum.

Send the information to @Kanikas in a direct message. Or you can try using the contact options below:

Adobe provides support through the Chat function on the contact page or through a phone call. There is no email support.

CHAT: Click the following to contact Adobe customer support staff for help:

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

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work. Disable any ad, pop-up, or script blockers.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session.

If that doesn't work, try this link, which opens a chat window directly:

https://helpx.adobe.com/contact.html?rghtup=autoOpen

As you are having an account/subscription issue, try typing "BILLING" without quotation marks into the chat window to be connected to a live CSR who handles account matters.

PHONE: You can also search this page for a regionally appropriate phone number for customer support.

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

M

Manan Joshi

Community Expert

Hello @Dave C58,

I am afraid this can only be resolved by the Adobe employees and they don't hang out on these forums quite often. You will have to try the chat option to move ahead. To contact support, login to your account and navigate to the URL below. Make sure that the browser has cookies enabled, and all script blockers are disabled.
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type AGENT to avoid bots and talk to a human.
Also, be mindful of answering anyone who sends you a private message. See the following for more information about scammers
https://tinyurl.com/y7cfrr7y
-Manan

-Manan

D

Dave C58Author

Participating Frequently

Thanks Manan,

I don't have an account to log into! I cancelled my subscription before the
7 days free trial was over.

M

Manan Joshi

Community Expert

Cancellation does not delete your account. By account I mean the AdobeID on which you had used the trial of the application. It will have the purchase and cancellation history of all the transactions.

-Manan

Ged_Traynor

Community Expert

Moving thread to the Account, Payment, & Plan forum from Using the Community

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.

Scanning file for viruses.

This file cannot be downloaded