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Upgrade without my permission - THEFT!!!!

New Here ,
Jan 05, 2023 Jan 05, 2023

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I just discovered Adobe upgraded my package without my permission, without me requesting, and without notifying me! I was doing a recon only to find a huge amount debited this month from Adobe, when I went back to look on my Adobe account, it shows the upgrade happened in September 2022 and has been coming off my account since then! I never gave permission or even requested an upgrade! It's disgusting. It's straight-up theft. If I try to cancel it wants to charge me $245 for something I never signed up for!!!! THEFT THEFT THEFT THEFT! How do I report this? How do I get a refund and cancel? I never want to use this product again in my life, I feel sick to my stomach.

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Community Expert ,
Jan 05, 2023 Jan 05, 2023

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Hi @JessyLeeB,

Please contact Adobe support and they will help you get this resolved. To contact support follow the instructions given below
1. Go to https://helpx.adobe.com/contact.html?rghtup=autoOpen
2. Wait a bit on the page that opens up, it should automatically open a chat popup. If that does not happen then look for a call out/chat icon at the bottom right, click over it and the chat popup should open
3. In order to talk to a human type "AGENT" in the chat box
4. If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

P.S. Be mindful of answering anyone who sends you a private message. See the following for more information about scammers
https://tinyurl.com/y7cfrr7y
-Manan

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New Here ,
Jan 05, 2023 Jan 05, 2023

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There is no chat box option at the bottom right or an automatic chat popup.

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Adobe Employee ,
Jan 06, 2023 Jan 06, 2023

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Hi there,

 

Firstly, I’d like to sincerely apologize for the inconvenience you had to go through. Have you tried as suggested before " If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network."

You must be signed in with your Adobe ID.

 

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

 

Please let me know if you have any further questions.

 

Sincerely,

Rashmi Swain

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New Here ,
Jan 06, 2023 Jan 06, 2023

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I have already done that.

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Community Expert ,
Jan 06, 2023 Jan 06, 2023

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@JessyLeeB 

 

if you tried another browser and failed to see the chat window, use phone or twitter.

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Community Expert ,
Jan 06, 2023 Jan 06, 2023

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@JessyLeeB 

 

if following @Rashmi27002770wxve 's suggestions still fails to help you find the chat field, use one of the other two adobe contact methods. there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies, and click 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.

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

twitter:
tweet @AdobeCare

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...

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Community Expert ,
Jan 06, 2023 Jan 06, 2023

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When you joined, you agreed that your subscription would auto renew until you cancel.  Those are the TERMS you agreed to when you gave Adobe your credit card and downloaded the software.


===============
How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html
===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Twitter: https://twitter.com/adobecare

Phone M-F,
during normal business hours: https://helpx.adobe.com/contact/phone.html

Hope that helps.

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Jan 06, 2023 Jan 06, 2023

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I did not agree to the fee being doubled overnight and nowhere does it
state that they can do so. They are bound to inform customers of fee
increases, which they did not. The reason the subscription was taken was
due to the favourable pricing that was “negotiated” to onboard me. Then
without notice, it doubles. I am not the only person flagging this.
Companies are also bound to inform their clients of subscription renewals
ahead of the renewal period, which they did not.

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Community Expert ,
Jan 06, 2023 Jan 06, 2023

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Special Intro pricing like Black Friday & Cyber Mondays deals are for new customers for 1 year only.  After the first year, you pay the regular rates just like the rest of us, unless you cancel.

https://www.adobe.com/creativecloud/plans.html

 

Check your email inbox/spam folder.

 

Also invoices are available online 24/7 by logging in to your Adobe account.

https://account.adobe.com/plans

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Jan 07, 2023 Jan 07, 2023

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I never signed up to a black friday or cyber monday deal

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Community Expert ,
Jan 07, 2023 Jan 07, 2023

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Hi @JessyLeeB,

What @Nancy OShea meant is that special pricing most often than not hold only for an year and then the price increases. This is generally mentioned in the terms and subscrptions of the plan. Having said that we also are users of Adobe software as you are and can't comment on what was offered to you as per the "negotiation" you refer to, so it would be wise to take this up with Adobe only. Now as you mentioned that you are not able to get through to the support via chat then please try using other options like Twitter and Phone as guided in other responses and get this resolved with Adobe.

Good luck

-Manan

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Community Expert ,
Jan 07, 2023 Jan 07, 2023

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LATEST

I have no way of knowing what you signed-up for.  But special introductory pricing is typically for 3 months, 6 months or 12 months of service only.   Beyond that, you pay regular rates until you cancel.  This would have been explained in the TERMS you agreed to when you gave Adobe your payment card & expiration date and then downloaded/installed the software.

 

 

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Expert ,
Jan 06, 2023 Jan 06, 2023

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@JessyLeeB 

 

did you re-read the terms you agreed to when subscribing?

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