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Unauthorised charges

Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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I tried a free trial on 18th December 2022, but was of no use for my use case and cancelled the subscription on the same day. I also checked in Google Play Store my subscription was showing cancelled. But still I was charged the full amount on 20th December, even when subscription was cancelled on Google Play Store 2 days before that. Can i get my refund please? Thanks!

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Android , Cancel subscription

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2 ACCEPTED SOLUTIONS
Adobe Employee ,
Jan 31, 2023 Jan 31, 2023

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Hi @Sonali27899220pnwx,

 

We are looking into the issue. I checked your account and saw the activation date and the canceled date do not fall within the refund eligibility period. 

 

As cancelled, you might have received an email from your store that the subscription is cancelled. Would you mind sharing a screenshot of the email stating that your subscription is cancelled where the date is also mentioned.

 

We can then check further if we can provide an exception on the case.

 

-Souvik.

 

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Adobe Employee ,
Jan 31, 2023 Jan 31, 2023

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Hi @Sonali27899220pnwx,

 

We have initiated the refund for your subscription charges for the entire amount. This has been raised as an exception. 

 

Hope I was able to help.

 

-Souvik/

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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I also want to highlight, even though i cancelled subscription from Google playstore, Adobe app is still showing Premium, and whenever I try to cancel from the app it redirects me to Google playstore which is already showing cancelled. Seems like some issue is with the app itself.

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Community Beginner ,
Jan 11, 2023 Jan 11, 2023

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Really disgusting that I am being charged for free trial. I just want refund of INR 6000 back to my credit card which was charged to me unethically!

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Community Beginner ,
Jan 15, 2023 Jan 15, 2023

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  1. Still waiting for response from you team regarding my refund. No uodate. You guys just want to bug us with unnecessary charges. With this behaviour you are just making sure that people no more should just download or use your app again ever!!

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Adobe Employee ,
Jan 31, 2023 Jan 31, 2023

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HI @Sonali27899220pnwx,

 

Hope you are doing well. Sorry for your experience with Acrobat Reader Mobile.

 

There are certain criteria which determines the way refund is handled and with mobile-based subscription, we do not manage the billing as the transaction is done through the store itself.

 

You may refer to the link to learn more about if you are eligible for the refund: Want to cancel your subscription? Check if you are

 

Hope this helps.

 

-Souvik.

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Community Beginner ,
Jan 31, 2023 Jan 31, 2023

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Sorry I am not doing well! This was the worst experience i ever had with any subscription. You are mentioning cancelling with 48 hours or 14days, etc, my subscription for free trial was cancelled on the same day it was purchased within 1 hour if buying the free trial..Even then i am charged for the subscription and even other countless follow ups with customer support team, no support was provided to me. What a disgusting service this is!

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Adobe Employee ,
Jan 31, 2023 Jan 31, 2023

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Hi @Sonali27899220pnwx,

 

We are looking into the issue. I checked your account and saw the activation date and the canceled date do not fall within the refund eligibility period. 

 

As cancelled, you might have received an email from your store that the subscription is cancelled. Would you mind sharing a screenshot of the email stating that your subscription is cancelled where the date is also mentioned.

 

We can then check further if we can provide an exception on the case.

 

-Souvik.

 

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Adobe Employee ,
Jan 31, 2023 Jan 31, 2023

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Hi @Sonali27899220pnwx,

 

We have initiated the refund for your subscription charges for the entire amount. This has been raised as an exception. 

 

Hope I was able to help.

 

-Souvik/

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Community Beginner ,
Feb 02, 2023 Feb 02, 2023

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Thanks, this is resolved now, after multiple follow-ups.

I have received the refund. Thanks for exception raised.

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Adobe Employee ,
Feb 02, 2023 Feb 02, 2023

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Hi @Sonali27899220pnwx,

 

Thank you for letting us know that it is resolved.

 

-Souvik

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