Repetitive Abusive payments

Community Beginner ,
Sep 29, 2020

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Hello,

I purchased 1 month the 18th of August for 35.99 euros for Premiere, the payment is cashed by Adobe, I have the proof on my bank account. 

Then, the 27/08, another bank debit from Adobe for 35.99. Two debits in the same month, do you find it normal?  When I saw it, I cancelled my account and Adobe gave me 1 free month, until 18/10/2020.

And today, again, the 27/09, another bank debit from Adobe Ireland. 

That means 2 bank debits are abusive, I have all the proofs, and I demand to get my money back : 71.98 euros.

Premiere is g**bage (I censor myself to stay polite towards other people on this forum) and you allow yourself to take money from customers as you want. 

Give me my money back, quick. 

I can prove all these abusive debits.

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Adobe Community Professional ,
Sep 29, 2020

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Community Beginner ,
Oct 28, 2020

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There is no "Chat" button on the link you provided. I allowed cookies and reloaded the page, still no button.

Today is the third unauthorized debit from Adobe, even though I cancelled my account and received the confirmation mail.

Adobe needs to STOP TAKING MONEY FROM ME first, AND GIVE ME MY MONEY BACK

I'm tired of this

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Most Valuable Participant ,
Sep 29, 2020

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This is a public forum, you need the link to Adobe support, not other users
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 for chat or https://helpx.adobe.com/contact/phone.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
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
.
Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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Adobe Community Professional ,
Oct 28, 2020

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You are incorrect about a few things.  Maybe I can clarify. 

 

#1 This is not Adobe support.  This is a user-to-user forum.  Nobody except Adobe can help with matters concerning your account.

 

#2 You were offered free months to keep you from cancelling your annual subscription.  It's called customer retention.  You did NOT have to accept the offer.  That was your choice.  After the free months ended, you are expected to keep paying as before until the end of your service.  If you don't keep paying, you will incur a 50% early termination fee.  To avoid early termination fees, wait until your 12th month of service to cancel.  Or don't buy an Annual subscription plan. 

 

#3 You can't cancel if there is a problem with payment. You must resolve that first.

 

1. With a browser that accepts cookies and does not have script blockers, please log-in to your account portal below. https://account.adobe.com/plans
2. Scroll down to Contact Adobe on the same page.
3. Click the chat icon. Online chat is available in English 24/7.
4. In the chat box, type AGENT followed by enter key and wait for a human.
5. Alternately, phone customer service M-F during normal business hours in your region.
https://www.adobe.com/about-adobe/contact.html

 

Good luck!

 

Nancy O'Shea, ACP
Alt-Web Design & Publishing

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Community Beginner ,
Oct 28, 2020

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There are few things YOU did not understand:

 

1-  It is impossible to reach Adobe to cancel their debits. I did not even used this free month, since I dont want it anymore. I kept my account cancelled and I have the cancellation mail from Adobe telling it is cancelled, and yesterday, guess what? The third unauthorized debit from Adobe 

 

2- Since it is not possible to reach them, they keep taking money

 

3- What other possibility do I have to make someone hear my voice? 

 

Tell your people to do their job, it is better than coming here and talk as we, the customers, are nite smart enough to understand what is happening 

Im not the only one concerned with this matter, other customers are concerned too

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Adobe Community Professional ,
Oct 28, 2020

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I have no trouble reaching Adobe support via online chat.

Which county do you reside in?

Try using a different device or browser.

 

 

Nancy O'Shea, ACP
Alt-Web Design & Publishing

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Adobe Community Professional ,
Oct 29, 2020

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You could try running a web search for Adobe customer support. That will normally return a regionally appropriate phone number.

 

You could also contact your bank or credit card issuer and dispute the charges.

 

Good luck. And, while I realize you are frustrated and upset by this (and I don't blame you), please try to keep your interactions with customer support polite. They're not responsible for this, and like all of us, they're under a great deal of stress.

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LEGEND ,
Oct 29, 2020

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Simple question.

Did you actually Cancel the subscription near the end of the First month?

You have to do that for the payments to end.

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