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EnergyPhotos
Known Participant
November 3, 2018
Answered

Cannot complete my subscription Payment. Very Angry

  • November 3, 2018
  • 2 replies
  • 1647 views

And adobes support chat is really, i mean really really bad.

Please read carefully, because they are driving me crazy.

For the past month i receive a message to update my payment info, because previous credit card had expired.
This is ok, and expected up to now.

However when i try to update my card details after a while a receive a billing error.

I contacted support 5 times. Yes 5 times. All times they told me, they assured me again and again, that since the 1euro was succesfully charged, in the next 24h my card will be fully charged and the error warning will be gone. That's all they told me. It was like talking to bots, and even after the 3rd - 4rth time i explained the problem, i got answers like... " dont worry about the 1euro charge, it will go away" . They were not even reading what i was writing, as i never said that the problem was the 1euro charge, but it wouldn't complete the payment.

None of the 5 times they assured me that in the next 24h my payment will be completed, this happened.

I waited again and again 24h, after support assured me that all would go away, but error still occurs, and my payment is about to permanantly end.

I tried 3 different cards, cards that are 100% valid and i use them for a lot of other purchaces/subscriptions. Again, all the cards were succesfully charged the 1euro, but they were never charged the full subscription. No attempt was made.

You may blame this to my bank/credit card provider, and say that payment was rejected. But this is not the case for the following reasons.


1) 1euro was succesfully charged initially, to see if card is active. So card details are ok, and card is valid.

2) I contacted my 2 different banks about my 3 cards. They see the 1euro charge, but they have never received a charge attempt for the 118euros, or any amount of money. Again, i say that there was NO FURTHER charging attempt that was either accepted or refused. On their end they see no more requests to my card. Seems adobe, never tries to attempt a further charge. I cannot believe that 3 different cards from 2 banks, all that have been succesfully charged 1 euro, are wrong and the payment was really rejected but they cannot see that. My banks assure me, that no transaction was rejected by my cards. 2 banks for 3 different cards.


I am sure the charging attempt, for some reason, never happens, i just get an error.

3) As i said my cards are fine, have big limit left, and used constantly in a lot of other internet like subscriptions/purchases/online shops etc.

Support always says i should wait 24h...
It doesnt matter what i am saying to them, it's like speaking to a wall.

What i am supposed to do?

In the next few days i will be locked out of my Apps.

This topic has been closed for replies.
Correct answer Abambo

This is a user to user forum with some Adobe staff participation. You need to contact Adobe on this subject directly:

Contact Customer Care .

Last time I tried contacting Adobe, I got an Agent immediately after validating the final question.

If you have a case number (from your multiple requests), I may try to ask Adobe staff to look up your case.

2 replies

Abambo
Community Expert
AbamboCommunity ExpertCorrect answer
Community Expert
November 6, 2018

This is a user to user forum with some Adobe staff participation. You need to contact Adobe on this subject directly:

Contact Customer Care .

Last time I tried contacting Adobe, I got an Agent immediately after validating the final question.

If you have a case number (from your multiple requests), I may try to ask Adobe staff to look up your case.

ABAMBO | Hard- and Software Engineer | Photographer
Participant
November 3, 2018

Yes understand, don’t know why there is even a help forum, it seems to just be dead space. I get better service from the phone company, which your ability to contact is a maze of crap too.

they are enjoying their Monopoly, to crap on customers, it seems.

very sad, use to be a wonderful great company to work with,

Abambo
Community Expert
Community Expert
November 6, 2018

wallisp  wrote

Yes understand, don’t know why there is even a help forum,

The help forum is a user to user forum for technical problems. Account issues and/or payment issues cannot be solved by participation users.

wallisp  wrote

they are enjoying their Monopoly, to crap on customers, it seems.

very sad, use to be a wonderful great company to work with,

There is no monopoly situation as there are competitors out and there are even new competitors entering the market.

ABAMBO | Hard- and Software Engineer | Photographer