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Refund of a plan that I didn't want to activate

New Here ,
Mar 30, 2020 Mar 30, 2020

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Good morning, for several years I have regularly paid an Adobe Creative Cloud Photography plan (20 GB).
Some time ago I received a free code for Lightroom 1 TB, which I naively activated. When I tried to cancel this second plan, the option did not appear.
So I forgot about it. I hadn't entered my credit card. So yesterday I got an email saying that the plan had expired and, since I hadn't put my credit card in, it was turned off.
There was still no option to cancel the plan in the user account. The only solution was to insert the credit card. And immediately I was billed for the new plan, which I then deactivated (now the option was visible). So I was also billed for the cancellation fee.
The absurd thing is that I already pay for another plan that contains Lightroom, even if with less space available on the cloud.
The system doesn't seem very transparent to me.
Now the question: is there the possibility to ask for a refund for a plan that I never wanted, that I couldn't deactivate because the system didn't allow me and that I was billed even though I never used it?
The other plan, of course, is always on and I want to keep it.

Thank you all for an eventual answer.
Best regards
bubeli78

TOPICS
Account management , Billing

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Community Expert ,
Mar 30, 2020 Mar 30, 2020

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This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Click the following to contact Adobe customer support staff for help: 

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

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.

You can also search for Adobe customer support using your favorite search engine. This will normally provide you with a regionally appropriate phone number that you can use.

Be aware that because of the pandemic, wait times are far longer than usual. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.

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