Skip to main content
C
Chekspir
Participant
March 21, 2020
Question

URGENT: Licensing Payment Issues (Double Payment) Can't find support!

  • March 21, 2020
  • 2 replies
  • 602 views

Hi, I hope to get an answer and a solution here. I have been trying to find support through regular channels and it has been impossible.

- Adobe Customer Chat is a nightmare, nobody answer there never! Always get these two messages: "Connecting you with a specialist as soon as possible" and "Sorry for the delay. We’re busier than expected. Thank you for your patience."

- Can't find a phone number to call. From "other contact options" I see this message "Your account doesnt support phone assistance". I would like to know what kind of account I have when I pay every month.

 

Anyway, here is problem itself, a bit of background:

- I had some issues trying to update my credit card on my account, the old one expired, so this is what I did, please read carefully:

 
1) I added a new card ending in 4911, and for some reason that card was declined.
2) I tried again adding a new card ending in 1939, and this one works. Which I'm fine with it. Please see this capture.
However it looks like the first try with card ending in 4911, was processed anyway, so I made two payments at the end. Please see the bank balance for that credit card.
 
So, I would like to cancel that extra payment (Credit card 4911), removed from my account (if still there) and just keep the 1939 there. And please, refund that $50.66 to my bank.
 
3)  Yesterday and Today (3/21), I was charged two times again, on my Credit card 4911 with two different amounts and another Adobe company, DRI Adobe Sales. (Previous one were Adobe Creative Cloud).
 
I'm not sure what kind of mistake is this, one, so I have been charged 4 times in total for a single month? and not support at all? If I got to my account page I only see one credit card and one single invoice.
 
Please let me know if you need more information.
 
Looking forward to a resolution on this.
    This topic has been closed for replies.

    2 replies

    T
    Test Screen Name
    Legend
    May 28, 2020

    Warning, scammers may contact you privately pretending to be Adobe staff. Adobe will never send you a private message asking you to email an account that isn't @adobe.com, or use Skype. Adobe never ask you for their password. These scammers want your Adobe info, credit cards, your money and control of your computer, please take care.

    ProDesignTools
    Community Expert
    ProDesignToolsCommunity Expert
    Community Expert
    May 20, 2020

    Hi, this is primarily a user-to-user Forum – so we simply don't have the power to help you here, unfortunately...

    The only folks who have the ability to fix plan billing or account payment issues is Adobe Customer Care themselves. You should be able to reach them via live online chat or possibly phone:

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

     

    If necessary, ask to speak to a supervisor if you are having difficulty getting the issue resolved.

     
    Sorry we can't be of more help to you here!

    Terms & ConditionsAccessibility statement
    Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices