Still paying subscription

[Dave C58]

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?

[Ged_Traynor]

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

[Manan Joshi]

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

[Dave C58]

Thanks Manan,

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

[Manan Joshi]

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

[Dave C58]

Thanks Manan, will try and find that

[Kanikas]

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 

[Dave C58]

I am being charged £12.64 per month Acropro subs on the id <email removed>

I am being charged a further £49.94 per month Creative Cloud. This is either with the ID <email removed> or  <email removed>

In both cases I cancelled the trials within 7 days (probably less than that, maybe three days?)

When I rang to complain that payments were being taken from my account they were stopped (June), but they started up again and were taken in July and August.

[LinSims]

I'm removing your email addresses as Adobe prefers that personally identifying information not be posted in public. Send @Kanikas a direct message with them. You can do that by clicking the little envelope at the top right.

[Dave C58]

Hi Kanika,

I notice you have an Adobe icon by your name. Are you investigating this
issue for me?
Thanks
Dave

[Test Screen Name]

Things don't get resolved in the forum. In case you have been charged please get in touch with support using the link shared above. 

[Dave C58]

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]

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

[Dave C58]

Apologies,

I've tried that route three or four times and not had a reply. Came back here by mistake.

[LinSims]

That's okay. I would suggest trying to use the Phone contact information I gave you, since Chat doesn't seem to be working too well. 🙂

[Kanikas]

Please check your private message.

[Dave C58]

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]

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.

[Jeffrey_A_Wright]

Dave, I am very sorry that you continue to encounter problems with your membership. I reviewed the account you used to post to these public discussions forums. Still, there continues to be no activity, including memberships assigned to the e-mail address you are using to post to this public discussion forum.

As suggested by LinSims and Manan, your best option is to begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen while signed in under the account associated with the membership you are trying to take action on.  If you find the chat window is unavailable, then please use a different device.

If you continue to encounter problems, please update this public forum discussion with a recent case number. In addition, you can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to locate and update any recent support cases.

[Dave C58]

Thanks,

I have tried to have a "chat" but each time I am told there is no
subscription linked to my email. I have tried logging in from other email
addresses but still no joy.
D

[Jeffrey_A_Wright]

Do you have a case number from one of these interactions, Dave?

[Dave C58]

This was the number I had from the other email:
Your Subscription Has Been Canceled - Adobe Case Number ADB-19868443-Y6W6
CRM:03635000018774
they never respond to any messages from that email which is why I tried the
other one.

[Jeffrey_A_Wright]

Thanks, Dave.  You may want to decide which e-mail you want to use to access Adobe software and services, so you don't continue to encounter so much confusion.

I reviewed case ADB-19868443-Y6W6, and it was closed on June 16th, 2021, and there are no active memberships under that account.  If you are still being billed, please begin a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen and be prepared with alternate e-mail addresses or phone numbers that could have been used to purchase the membership.   To reduce any additional confusion, I would encourage you to log in under the same account as case ADB-19868443-Y6W6.

[Dave C58]

Thanks Jeff

I tried logging in using the other email and was signed out of it then
unable to get back into it by Google. I still have it on my phone though so
could try here

[LinSims]

Since the account is tied to an email, you really need to find out which email you used to subscribe if it isn't the one you used here. Once you know that, the CSRs will be able to find it, cancel the subscription, and refund your money.

The only other possibility I can think of is that someone has managed to get your credit card information and used it to purchase a subscription for themselves. At that point, your only recourse is to dispute the charge with the credit card issuer. You may have to cancel the card to prevent further charges.

I'm sorry that I can't help you more.