This just happened to me as well. I have been paying for for two inDesign licenses for a while. When I noticed the double charge and contacted Adobe in July I discovered I was signed up under two different email addresses. I assumed I signed up for two by mistake under separate emails. My stupid mistake, right? I was assured by the customer service rep that one had been cancelled and was sent a confirmation email of the cancellation.
Upon reviewing my credit card charges online, I discovered I was charged for the "cancelled" account twice - once at the end of July and once at the end of August. I called to have the issue resolved and ask for a refund and was given the run around. First the rep told me I didn't contact them in July, but that I had contacted them in September. I told him that was incorrect and that I had a case number and a timestamped email to show I had cancelled July 3. Then they told me that they would not give me a refund for the two erroneous charges because both accounts had been activated. I told him that I am one person with one computer in my house and I do not use two licenses. He kept insisting they were activated. I asked him what they meant and he said it meant both were being used. I asked him the dates they were last used and he said he can't see that but at one time both accounts had been used. I pushed back on this as I am NOT trying to steal licenses and use one for multiple people and I felt like that was the implication. He put me on hold again and then came back to tell me that I had actually had a third account and that was the one they cancelled. I told him I had been assured by the customer service rep in July that I only had two accounts and one had been cancelled and I should be refunded the $19.99 x 2 for July and August - charges AFTER my cancellation. He told me he wasn't authorized to do that. After an hour on the phone, he says he cancelled the account they told me they cancelled on July 3, but refused a refund.
I have now filed a dispute with the credit card company. I think he kept putting me on hold to come up with the next excuse not to have to refund $40. I have been a customer since 2004 when I started freelancing. Even though I not longer freelance, I maintain the inDesign license for the rare time I need it. I also use Adobe products at my full-time job. I am extremely disappointed in the customer service.
My case number from July is 0219070108 and I worked with Romen S.
My case number from today is 0219684954 and I spoke with Nick Suhu
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