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Your billing department is a mess. REFUND STORY

New Here ,
Oct 24, 2022 Oct 24, 2022

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I was bill for 19 months of the complete suite. I was unaware of this because it was on my secure card. (a provisional credit card with limited funds to build my credit. They said the issue was resolved and I would be refunded.

 

-I am unable to "verify" my account- because it is NOT my account

    (i dont even have a computer, why would i need the full adobe suite?)

 

-On 10/18/22 I called (408) 536-6000 @ 12:01 pm, was transfered around until someone said they could handle billing. I told them I wouldnt be able to recieve a large amount of fund because it is a SECURE CARD WITH A THRESHOLD OF $300. they said they couldnt email me a confirmation about our exchange because I am not the account holder...yeah I know.

 

I was told the entirety of the refund would be issued in 5-7 buisness days.

 

Cool, later that day (10/18/22) I revieve 7 consecutive deductions for $56.30.

-It shows up as -$56.30.

- On 10/19/22 I get 6 charges for $56.30

-On 10/20/22 I get 6 Charges for $56.30

 

I call about the charges because they are not refunds. I dont have an adobe account connected to the card they are attempting to issue refunds for. I dont know what is going on but my bank assures me Adobe caused a negative in my account for $1067.

 

I am told they cannot issue a refund for the original 19 payments because they already sent them, I told them I am unable to recieve that sum in that bank account because of the type of account it is. I dont know why you can't just mail me a check.

 

In turn your actions have caused transactions that exceed the cards intended threshold and are effecting my credit score and wasting my time.

 

 

So for the 100th time, I cannot recieve a refund on that card- your out sourced customer support repeatedly hang up on me. Your supervisors are Zero help. Your twitter person is also not listening to what I am saying.

 

For Adobe to be bragging about it's new foray into AI, you're dropping the ball on pretty much every other sector in customer service by combining them with billing.

 

This whole ordeal has given me alot of grief, and anxiety attacks. I get transfered and wait for calls back all to have to explain this over and over and over. 

 

ADB-26480118-P5D8

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New Here ,
Oct 24, 2022 Oct 24, 2022

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I was bill for 19 months of the complete suite. I was unaware of this because it was on my secure card. (a provisional credit card with limited funds to build my credit. They said the issue was resolved and I would be refunded.

 

-I am unable to "verify" my account- because it is NOT my account

    (i dont even have a computer, why would i need the full adobe suite?)

 

-On 10/18/22 I called (408) 536-6000 @ 12:01 pm, was transfered around until someone said they could handle billing. I told them I wouldnt be able to recieve a large amount of fund because it is a SECURE CARD WITH A THRESHOLD OF $300. they said they couldnt email me a confirmation about our exchange because I am not the account holder...yeah I know.

 

I was told the entirety of the refund would be issued in 5-7 buisness days.

 

Cool, later that day (10/18/22) I revieve 7 consecutive deductions for $56.30.

-It shows up as -$56.30.

- On 10/19/22 I get 6 charges for $56.30

-On 10/20/22 I get 6 Charges for $56.30

 

I call about the charges because they are not refunds. I dont have an adobe account connected to the card they are attempting to issue refunds for. I dont know what is going on but my bank assures me Adobe caused a negative in my account for $1067.

 

I am told they cannot issue a refund for the original 19 payments because they already sent them, I told them I am unable to recieve that sum in that bank account because of the type of account it is. I dont know why you can't just mail me a check.

 

In turn your actions have caused transactions that exceed the cards intended threshold and are effecting my credit score and wasting my time.

 

 

So for the 100th time, I cannot recieve a refund on that card- your out sourced customer support repeatedly hang up on me. Your supervisors are Zero help. Your twitter person is also not listening to what I am saying.

 

For Adobe to be bragging about it's new foray into AI, you're dropping the ball on pretty much every other sector in customer service by combining them with billing.

 

This whole ordeal has given me alot of grief, and anxiety attacks. I get transfered and wait for calls back all to have to explain this over and over and over. 

 

ADB-26480118-P5D8

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Adobe Employee ,
Oct 24, 2022 Oct 24, 2022

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Priscilla, I am sorry you encountered so many problems managing your membership.  Please be careful to log in under the account associated with any charges or services on which you are looking for a refund.  The e-mail address that was used to post to this public discussion forum is not the same as the one associated with case number ADB-26480118-P5D8.  Using the wrong e-mail address can cause additional difficulties with managing your membership.

 

I do show that case ADB-26541893-Z0Q3 is open and pending your response, Priscilla.  You can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review the message from our support team and then provide any additional response that is needed. 

 

Make sure you are logging in under the correct e-mail address; if you see support case ADB-26563482-G3B2, then you have logged in under the incorrect account, Priscilla.   That is the same account that was used to post to this public discussion and is not related to the account that was granted a refund request.

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