Being charged twice for Illustrator

Report · Oct 20, 2019

Hi.

Initially my Adobe account was for Illustrator only and I signed up to pay 29.95 per month for this product. From January 2018 i upgraded to the full Creative Cloud all apps product and I pay 86.89 per month for this This includes Illustrator.

I am being charged for illustrator twice and Adobe has been charging me 29.95 per month since January 2018 for a product that I already get under the all apps product. I have gone to cancel the Illustrator product to prevent being charged even more again in the future but it says I will need to charge a cancellation fee to do this. This is not fair considering I have already been paying for the product twice anyway.

I've tried using Chat to resolve this but no one ever responds. I've called the 1800 number and no one answers. This is the worst customer service I've ever experienced off the back of being charged more than what I should be charged for this product. Adobe's response or lack thereof is shameful.

Any support would be appreciated.

Report · Oct 20, 2019

You need to contact customer care.

Contact Customer Care

As far as I know back in 2018, or even as recent as Jan 2019, there was no way to Upgrade from one subscription to another. you had to Cancel the current one and Sign up for the other.

I think that is your problem.

Adobe doesn't register that you upgraded. They think you needed one subscription for the full package and another seat for Illustrator only.

Also try this link.

Learn how to change your Adobe plan or subscription.

AFAIK that is something new as I only heard about a month or so ago.