Highlighted

Question about cancelling and billing charges

New Here ,
Mar 14, 2020

Copy link to clipboard

Copied

Hi there! I've been trying to get a hold of customer service for a while now, via chat or call, but no one gets back to me. My main issue is that a few months ago I bought the creative suites app for $22.30 and also illustrator alone for like $21. I purchased these using the monthly plan. So, I cancelled the illustrator package and got refunded for that. However when I tried cancelling the creative suites (2 different times) before it was supposed to renew, I keep getting charged weeks later, despite my account saying I have no plans at all and just the free membership, and I have email confirmation that both plans were canceled. Help?

Topics

Account management, Billing, Creative Cloud

Views

68

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more

Question about cancelling and billing charges

New Here ,
Mar 14, 2020

Copy link to clipboard

Copied

Hi there! I've been trying to get a hold of customer service for a while now, via chat or call, but no one gets back to me. My main issue is that a few months ago I bought the creative suites app for $22.30 and also illustrator alone for like $21. I purchased these using the monthly plan. So, I cancelled the illustrator package and got refunded for that. However when I tried cancelling the creative suites (2 different times) before it was supposed to renew, I keep getting charged weeks later, despite my account saying I have no plans at all and just the free membership, and I have email confirmation that both plans were canceled. Help?

Topics

Account management, Billing, Creative Cloud

Views

69

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Most Valuable Participant ,
Mar 14, 2020

Copy link to clipboard

Copied

This is a public forum, not the link to Adobe support
-other users here can't help with an account problem
Be sure to remain signed in with your Adobe ID before accessing the link below
-you must also allow 'cookies' in your web browser for this to work
https://helpx.adobe.com/contact/support.html
-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
.
Also - beware of answering anyone who sends you a private message
https://community.adobe.com/t5/community-help/avoid-phishing-3-easy-ways-to-identify-adobe-staff/td-...

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...
Adobe Community Professional ,
Mar 14, 2020

Copy link to clipboard

Copied

Maybe you have a 2nd account under a different e-mail address?

 

Covid-19 might be affecting the number of available agents.  I don't know.  I have always received immediate response from online chat agents.

 

  1. Sign-in. 
  2. Click the chat bot icon. 
  3. Type "agent" followed by enter key. 
  4. If nobody joins in, try with a different device or browser that does not have script blockers.

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

 

Nancy O'Shea, ACP
Alt-Web.com

Likes

Translate

Translate

Report

Report
Community Guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
Reply
Loading...