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Trial cancellation not processed. Calls to support so frustrating

New Here ,
Aug 15, 2022 Aug 15, 2022

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I activated a trial in May and cancelled it the very same day. My account is still being billed and shows a signifcant cancellation fee to cancel. Reviews of other postings show that this is not an isolated problem. I called support for assistance and was met with gaslighting and lack of help. The rep continually told me i didn't cancel my account and offered no solutions. I have dealt with my fair share of annoying calls, but this was the WORST support experience I have ever dealt with. It's not the worst because the solution was way more difficult than it needed to be (although that's bad too),  it was the worst because the support rep taunted and seemed to enjoy frustrating me with an endless circular discussion. It's as if Adobe asks their reps to frustrate customers with non-solutions hoping they'll just give up. Only after I reached peak frustration with the circular dicussion did the rep put me on hold for another 5-10 minutes to come back and say he was able to cancel my account and waive any cancellation fee (although not refund the previously billed amounts). If this is indeed processed as he indicated it would, I'll still be out the June and July payments that should never have been billed. Adobe, there is no reason to taunt and purposly frustrate customers. I'll remember how difficult and unpleasant this eperience was the next time I need a service Adobe offers. Someone please confirm that I will no longer be billed for this supposed trial. I have yet to recieve the confirmation email that the rep said I would recieve.

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Account management , Billing

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Community Expert ,
Aug 16, 2022 Aug 16, 2022

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these are user-to-user forums.  you have to contact support (which i know you were not pleased with) to discuss.

 

also, if you did not provide proof you cancelled in may, from the adobe rep's point of view you were cancelling after the trial period and were subject to a cancellation fee (= 1/2 the remaining months of your subscription).

 

IF you have proof you cancelled during the trial period, re-contact adobe support because you are entitled to a complete refund of all charges.

 

using a browser that allows popups and cookies, contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com....

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

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Community Expert ,
Aug 16, 2022 Aug 16, 2022

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This space is provided by Adobe, but this 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
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
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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