Unauthorised Billing

Report · Mar 04, 2023

could somebody from adobe contact me regarding a payment you've taken for a TRIAL that is supposed to be free. I HAVE NOT authorised this payment and in fact I am STILL on a trial. your customer support is APPALLING. There is NO PHONE NUMBER, NO EMAIL, NO CHAT for anything, particularly billing which I think is probably against UK trading laws - I will be investigating this. I've seen many other posts about this - not something I expect from Adobe. Disgusting.

I will be making it known that you are taking money from people without their permission and during what are supposed to be free trial periods and to steer clear of you!!!

Report · Mar 04, 2023

TAKE NOTE ADOBE OF NO THREE - IN THE UK THIS IS THE LAW AND YOU ARE BREAKING IT. Sort it out.

WEBSITES

Item #3 below answers your query. It’s required under statutes listed 2–5.

Since 2007, businesses in the UK are required to display the following information on their websites — perhaps in the “About us” or “Legal info” or “Data Policy” webpage:—

All of the letterhead information (above).
The name of the organisation that the customer is contracting with must be given. If the trading name differs from the registered name, this has to be explained — e.g. “XYZ [and domain name] is the trading name of XYZ Holdings Limited.”
Direct contact information (e.g. email address and phone numbers) are clearly displayed on your website

Report · Mar 04, 2023

This just keeps getting better and better. NOW when I try to cancel my FREE trial plan - which was FREE with NO OBLIGATION I get told you're going to charge me for a full year. I DON'T BLOODY THINK SO. I'm reporting you to the FSA!!!!!

Report · Mar 04, 2023

@Mina28710644buod

Adobe Reader (where you posted) is free.

Could you possibly mean that you got a trial subscription to the Premium features of Acrobat Reader for Mobile? If so, you purchased either from Google Play or the App Store (not Adobe) and need to contact them directly. You didn't say if you are on Android or iOS or Windows or macOS.

Details here:

https://community.adobe.com/t5/acrobat-reader-mobile-discussions/want-to-cancel-your-subscription-ch...

Please let us know your device and OS so we can better point you in the right direction.

Jane

Forum volunteer

Report · Mar 04, 2023

@Mina28710644buod

Your screenshots look like they are from a phone, not a computer, but I can't tell if they are from Android or Apple. Since you are using Acrobat Reader for Mobile, I'll move your post to that forum for you.

Android

https://www.adobe.com/devnet-docs/acrobat/android/en/managingsubscriptions.html#cancel-a-subscriptio...

IOS

https://www.adobe.com/devnet-docs/acrobat/ios/en/managingsubscriptions.html

Read the sections on Cancel a subscription and Cancellation fee and refunds

We do not have access to billing on this user forum. You have to contact Apple or Android, depending on where you purchased the Premium features.

If someone PMs you, it's a scammer, so don't reply.

Jane

Forum volunteer

Report · Mar 04, 2023

Hi. Its actually from my computer using a screensnip app.

Report · Mar 04, 2023

Hi Jane - I just selected new post - it didn't give me an option for acrobat - I had to select general discussions. Its actual acrobat pro

Report · Mar 04, 2023

Hi Jane - I just selected new post - it didn't give me an option for acrobat - I had to select general discussions. Its actual acrobat pro

By @Mina28710644buod

Hi Mina,

I'll move your post again, then, to Acrobat from Acorbat for Mobile (and Acrobat Reader where you originally posted). They are all separate forums.

Since you subscribed to Acrobat Pro, that actually is Adobe and not Google Play or the App Store. Only Adobe Customer Care can help with billing. We can't do that here on this forum. You can used Chat, Phone, or Twitter.

Try the link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen

Type "agent" to get a human and get a case number.

If your browser blocks the Chat window, try the troubleshooting tips here:
https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703

If you can't find out why your browser is blocking Chat, you can also send a tweet to @AdobeCare.

Again — don't respond to spammer who pretend to be Adobe. Real employees have an Adobe badge and "Adobe Employee" on their avatar.

~ Jane

Report · Mar 05, 2023

Thanks Jane but as I said in the post, I've posted because the customer
chat doesn't work. There is literally no way to contact them. As has
been said in numerous other posts since 2018!!!!! The customer contact
page does nothing but try and point you in the direction of answers
online there is No way to email, phone or chat with anyone, and with
billing that's just unacceptable.

Report · Mar 05, 2023

Thanks Jane but as I said in the post, I've posted because the customer chat doesn't work.

By @Mina28710644buod

When you say the Adobe Customer Care chat "does not work", do you mean you see it and can't type into it or you don't see the chat window?

If you don't see the chat, then your browser is blocking it and you need to look at the help page for troubleshooting. It could be that you have blocked cookies and pop-ups, or it could be something else. I have four browsers installed: Safari, Chrome, Firefox, and Opera. I have not customized Opera at all and only occasionally have to use it when a site is blocked by the other three.

When you go to the help page for phone numbers, there should be one for your country. What happened when you tried to call?

Sending a tweet to Customer Care on Twitter can be very successful. They will contact you back. I created a separate gmail account that I use for Twitter and other social networking, as I do not want them to have access to my main account. You can always delete the Twitter account when finished if you don't want to keep it.

Again — this forum cannot assist with billing. For purchases from Adobe, only Adobe Customer Care can do that. Purchases from Google Play (Android) and the App Store (iOS) are handled directly with them. There is no getting around this. All we can do is point you in the right direction.

Jane

Forum volunteer

Report · Apr 03, 2023

Hi Jane. As I said, there is nothing that happens with the chat. It's not being blocked because I checked and tried in 3 different browsers. There are also no phone numbers on my side for anything. Nothing. I've reported it to trading standards though as I'm clearly not the only one this is happening to. So let's see what they say. Unclear terms when accepting extended trials, not providing contact info according to UK law, taking unauthorised payments... Its not a good look is it.

Report · Apr 03, 2023

Same as happenened to mysef, i canceled a free trail, and yet for the last 3 months Adobe have taken money from my bank account, im in the process of talking to my bank and claiming these card payments back, because im sick to the back teeth of going round in circles with this website trying to find answers, even on my account page, it states i have no active subrscriptions !!!! Adobe this is so WRONG

Report · Apr 03, 2023

Same as happenened to mysef, i canceled a free trail, and yet for the last 3 months Adobe have taken money from my bank account,
By @darren5C2B

What happened when you contacted Adobe Customer Care using the information and links in this thread? Volunteers on this forum cannot see your account information and only Adobe Customer Care can assist with billing.

Jane

Report · Apr 04, 2023

what are the contact details for customer care because im going round in circles and im now considering legal action

Report · Apr 04, 2023

Just read the discussion Unauthorised Billing - Adobe Support Community - 13626276

A detailed reply from jane-e on March 4 gave details of

- how to open chat

- how to troubleshoot if it doesn't work

- how to use Twitter instead

- where to get phone numbers

I can't work out why people say there are no phone numbers. If you don't see them, following the link jane-e gave, what DO you see instead, please? I see...

Report · Apr 04, 2023

what are the contact details for customer care because im going round in circles
By @darren5C2B

You didn't say if you purchased Acrobat (where you posted) from Adobe or Acrobat Reader Premium from either Apple Play or the Google Store, but directions for all three are in this thread. If you tell us exactly what you purchased, I can copy and paste from the earlier replies if you don't see it by scrolling up.

Jane

Forum volunteer

Report · Apr 04, 2023

it does not matter ow as ive arranged a card refund though my bank going back to april 2021, s i will get my moey back, say to everyone its the best way of doing this

Report · Sep 03, 2024

Hello,

I just saw this post today while searching for the solution for similar problem. I am confused about below post and want someone please guide me. Thanks

https://community.adobe.com/t5/acrobat-reader-mobile-discussions/cancel-subscription-check-if-you-ar...bill

Thanks in advance

Report · Sep 03, 2024

@faraz_2749

Your link goes to a 404 Page Not Found error.

Jane