Participating Frequently

Question

Still paying subscription

Forum|Forum|4 years ago
August 19, 2021
4 replies
1357 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

Jeffrey_A_Wright

Community Manager

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.

Jeffrey_A_Wright

Community Manager

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

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

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

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

Community Expert

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.

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