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Despite cancelling my CC subscription you keep taking payment!

New Here ,
May 08, 2019 May 08, 2019

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Hello,

On the 4th March 2019 I payed £54.91 to cancel my CC subscription, was not happy, but contacts are contracts apparently. I noticed two days ago that you have taken a further two payments from me on the 18th March and 18th April!

Not only am I paid up (without the service or software) until next February but you've also stolen two further payments from me!

I opened a live chat conversation (reference number can be supplied) two days ago and the guy said "they'd look into it". I've heard nothing since.

Who can I actually talk to for a refund?

Regards,

Paul

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correct answers 1 Correct answer

Adobe Employee , May 09, 2019 May 09, 2019

Hi Paul,

The refund of 9.98 GBP has been initiated. You have another account which has an active Acrobat Pro subscription.

Thanks

Rajashree

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Community Expert ,
May 08, 2019 May 08, 2019

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You need to Contact Customer Care for this, what you have done.


There are now 3 possibilities:

a) you still have a different adobe id with an active subscription.

b) you still have a different plan independent from the one you cancelled.

c) Adobe made an error.

Let's assume c). I will ask Adobe staff to look into your case. In the meantime, however, you could look into your account (https://account.adobe.com/plans) to see if there isn't still an independent plan and look your credit card statement to see if there is a difference in the date or the amount to what was before.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
May 08, 2019 May 08, 2019

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Thank you for your response.

a) I have two adobe IDs both are inactive with no current plans. The first one was for a free trial over 10 years ago.

b) That was the only active plan at the time

c) The amount taken is the same as before I cancelled my subscription therefore I assume Adobe have not stopped taking the money, even after paying a cancellation fee.

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Adobe Employee ,
May 09, 2019 May 09, 2019

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Hi Paul,

The refund of 9.98 GBP has been initiated. You have another account which has an active Acrobat Pro subscription.

Thanks

Rajashree

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New Here ,
May 10, 2019 May 10, 2019

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Hi Rajashree,

Thank you for sorting this out for me.

Kind regards,

Paul

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New Here ,
Jun 28, 2023 Jun 28, 2023

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I have the same problem. I thik this is a scam to be honest. why is mt account still beug charged after cancelation?

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Community Expert ,
Jun 28, 2023 Jun 28, 2023

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This space is provided by Adobe, but this is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Help Center https://helpx.adobe.com/support.html is a good place to start
Be sure to remain signed in with your Adobe ID before accessing the link below
Do be aware that wait times are sometimes long before an agent responds
.
You MUST make sure that your browser does NOT block ads, scripts, or pop-ups
You MUST also allow 'cookies' in your web browser for the link to work
This will NOT work if you are using a VPN
.
This link will go directly to the chat option
https://helpx.adobe.com/contact.html?rghtup=autoOpen
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent in the lower right, without the quote " " marks
or
Twitter tweet @AdobeCare
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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