Unexpected Charge After Cancellation - Need Help Locating Active Subscription

[sherin_7994]

Unexpected Charge After Cancellation - Need Help Locating Active Subscription

Hi everyone,

I'm reaching out to the Adobe Community for help with a persistent billing issue I'm having. I've already tried contacting customer support, but unfortunately, they weren't able to fully resolve it, and I'm still seeing unexpected charges.

Here's a breakdown of my situation:

• Initial Subscription & Cancellation: I subscribed to an Adobe service using the email address sherinalex22@gmail.com on May 6th. I then cancelled this subscription.
• Unexpected Charge: Despite cancelling, a charge of €23.79 was debited from my PayPal account on May 22nd. This charge is from Adobe Systems Software Ireland LTD.
• Probable Cause - Unknown Active Subscription: The customer support agent I spoke with suggested that this charge is likely due to another active subscription under a different email address. However, I'm unable to identify which email this might be linked to.

I'm really struggling to track down this elusive subscription. I've used several email addresses over time, and I'm hoping someone in the community, or an Adobe representative monitoring these discussions, can assist me.

Could you please help me check for any active Adobe subscriptions linked to the following email addresses?

• ( Removed all the email id's by moderator)

I desperately need to identify and cancel any active subscriptions to stop these unexpected charges. Since direct customer support hasn't been able to resolve this for me, I'm hoping for some guidance here.

Could someone please provide a direct email address or a contact number where I can get more personalized assistance to resolve this? It's crucial for me to get this sorted out.

Thanks in advance for any help or advice you can offer!

Best regards,

Sherin Alex

[Anshul_Nautiyal]

Hi @sherin_7994,

Thank you for reaching out. Upon checking, I can confirm that you previously had an Acrobat plan associated with the Adobe ID used to post this query. However, this subscription has since been cancelled.

At this time, I do not see any active subscriptions or transactions associated with the Adobe ID(s) you provided in the thread.

If you have experienced any unexpected charges, I recommend contacting your bank or your payment provider (PayPal, in this case) to dispute the transaction directly.

Let us know if you need any further assistance.

Regards,
^AN

[sherin_7994]

Hello @Anshul_Nautiyal ,

Thank you for your response. However, it wasn’t very helpful. I have already contacted the bank, and they informed me that they can only process a refund. For the cancellation of the subscription, I need to reach out to Adobe Customer Care directly.

I also tried to submit a complaint through PayPal, but I am currently unable to access my PayPal account. It has been suspended, and they are asking for SMS verification. Unfortunately, I no longer use the mobile number linked to that account.

[Kanikas]

Hi sherin_7994,

I have deleted all the email address's shared above as they are your private information. None of the ID's above have a subscription associated. The only subscription you have is with this account as shared by Anshul_Nautiyal above and that too is cancelled. Were you charged for anything? Do you mind sharing the payment receipt? 

Thanks 
^KS

[sherin_7994]

I am sharing the payment receipt below:

[Shivangi_Gupta]

I see! Would you mind contacting our support team here? https://adobe.ly/3FYs3hk

They'll check the issue for you.

^Shivangi

[kglad]

and, if there's no charge identified by adobe, contact your credit card issuer and report fraud.

[sherin_7994]

@Kanikas  @Shivangi_Gupta  @kglad @Anshul_Nautiyal 
Thank you everyone.

[kglad]

@sherin_7994 

you're welcome. is everything resolved?

[sherin_7994]

Hi @kglad,
I haven’t received any official response via email, but I did chat with customer service. They assured me that I don’t have any active subscriptions. I also contacted my bank, and they issued a refund.

However, I’m still concerned about being charged again at the end of the month, especially since I’m confident I didn’t have an active subscription last month either.

[kglad]

you should cancel your card then.  have the issuer send a new one.  that will assure no further charges on your card.

[sherin_7994]

@kglad 

Thank you for the suggestion. I appreciate your advice—I'll consider canceling the card and requesting a new one to prevent any further charges.

Thanks again for your support!

[kglad]

i recently had a fraudulent charge on a credit card and reported the fraud to my card issuer.  it was surprisingly easy.

i thought i'd have a problem with my automated payments like utilities. but everyone of them alerted me i needed to update my payment and there were no interruptions or problems.