Double Billing Issue

[cmgap]

I am working with a customer that is being double billed.

Here  is August.

Here is September.

Yes - hours of time with Customer Service has been painful.

Yes - account purchase history only shows one purchase.

Yes - there is only one Adobe ID/email for this account.

Thanks in  advance for help to resolve this double billing issue.

[Ani*Adobe]

Hi there,

I will reach out to customer and assist regarding the issue.

^Ani

[cmgap]

Hi Ani - Thank you. Do you need the customer's contact info.

[Ani*Adobe]

I have it already. Thank you.

[Ani*Adobe · Accepted solution]

I reached out to customer and have resolved the issue. Thanks!

[Amardeep5FC8]

Hi. I also need assistance with Double-Billing. Can you help? 

[KanikaS]

Hi there, 

Please share more details about the issue you are facing. 

-Kanika 

[JohnmSafetyHarbor]

Ani,

Can you reach out to me also to verify if i am being double billed.

Thanks

[Ani*Adobe]

Hi there,

I could locate two accounts in our system. One of the account is with gmail and other with [at]mindsprin***.com

Please contact our customer care https://helpx.adobe.com/contact.html for help with cancellation.

^Ani

[Starlight365365]

I also had a double billing issue here in Taiwan on 2019/10/23. I had contacted the customer service but they said the company is still processing the issue......till today.....I feel helpless. 

[Ani*Adobe]

Hi there,

There is no double billing, your renewal of creative cloud was due on 15th of this month and the payment was completed on 23rd.

Apologies for the confusion. Please contact your credit card issuer for any questions regarding credit card.

^Ani

[Starlight365365]

Hi Ani,

Got it with thanks. However, I am still confused about it. Your online support member through chatbox said that Adobe had already stopped collaborating with Digital River in Taiwan (your agent in Taiwan) and he said the new contract will sign with Adobe company directly. I subscribed to Adobe CC since November, 2018. Therefore, as your support member said I should pay to Digital River in Taiwan from November 2018 to October 2019.  The truth is I paid to Digital River in Taiwan, your agent, from November 2018 to September 2019.  What confused me is that the last billing of the old contract should be ended in October 2019 (the 12th month of billing). But the one who charged me for Oct. 2019 is not Digital River in Taiwan anymore, it turned out to be"DRI ADOBE SYSTEMS ORDEORDERF/IE" I have no idea what was going on....Although I contacted Adobe on 10/25, I didn't get a formal reply till now...thank you again in advance. Thank you!

[Ani*Adobe]

Hi there,

That's right. Starting June 2019 we have we are able to serve directly to Taiwan without Digital River. We would need to cancel current subscription to switch from DR.

Hope it helps.

^Ani

[Starlight365365]

Hi Ani,

Thank you very much for your help. 🙂 One more question, would Adobe give us e-invoice for the current subscription?

[Ani*Adobe]

Hi,

Please see the steps here to download the PDF copy of invoice from your account - https://helpx.adobe.com/in/manage-account/using/print-creative-cloud-invoice.html#canceled-subscript...

^Ani

[Starlight365365]

Hi,

I agree that Adobe is difficult to reach out. For the past eleventh month, I just paid NT$960 to Adobe without any "foreign transaction fee 國外交易服務費." However, Oct. 2019, I paid NT$960 to Adobe with a foreign transaction fee $15. ......I have no idea what happened. I've sent the screenshot of the credit card statement to the customer center but no one replied..........

[mawaddah_87]

Hi, 

I am also being double billed for Sept 2019 & Oct 2019. Below is the screenshot:

Hope someone can contact me soon to rectify this and no more double billing in the future. Adobe is so difficult to reach out to for help and assistance. Wish there's a direct email that one can direct any queries to. 

[Ani*Adobe]

Hi there,

Apologies for poor experience. There is a duplicate account in system with a typo in your email address.

Request you to please contact our customer support via chat https://helpx.adobe.com/contact.html by clicking on this link and quote order#ADB076724003SG for cancellation and refund of duplicate order.

^Ani

[mattiasn97915614]

When I deactivated my monthly student subscription for 195 SEK a month, you double billed me now 777,50 x 2.  Is this something you have set in the system? You have to fix this because this is a scam.  And charge med 4,5 months x 2 as a student,, thank you never Adobe again, I will wait for a disruptor to challenge your monopoly, someone who can offer a fair deal to students and pros. Embarrassing