Hello,
I've been trying to cancel my one year Creative Cloud plan for almost 5 days with no proper help from Customer Care.
my case number is 0221757774
I have received an order confirmation as well as payment being withdrawn from my account. I keep getting the same agent telling me that the payment is still pending when it isn't.
I have 14 days to cancel, I don't understand why it is so difficult to do so.
Could someone please help me.
Also this is a copy of the chat transcript ( I know I got frustrated after a while hence the tone)
Thank you for contacting Adobe membership services. You will be attended to shortly.
You are now chatting with 'Sageesh'
‎8‎:‎18‎:‎22‎ ‎AM
Sageesh:
Thank you for contacting Adobe Membership Services. My name is Shageesh. How may I help you? ‎8‎:‎19‎:‎42‎ ‎AM
Arwa Al Balushi:
I want to cancel my creative cloud one year plan.
‎8‎:‎20‎:‎07‎ ‎AM
Arwa Al Balushi:
There is no available option for me to cancel in the " manage plan" section
‎8‎:‎21‎:‎53‎ ‎AM
Sageesh:
Allow me 1-2 minutes to pullup your account details. ‎8‎:‎22‎:‎12‎ ‎AM
Arwa Al Balushi:
I have already received my confirmation email and had payment withdrawn. This was around 5 days ago so there is no way the subscription would still be pending.
‎8‎:‎26‎:‎46‎ ‎AM
Arwa Al Balushi:
‎8‎:‎27‎:‎15‎ ‎AM
Arwa Al Balushi:
Sorry but I really just want this sorted out as soon as possible it shouldn't be this difficult
‎8‎:‎28‎:‎46‎ ‎AM
Sageesh:
Well, as I can see here your subscription is pending with the payment due so in order to make any changes you will have to let the payment go through then you can contact for making changes. ‎8‎:‎29‎:‎31‎ ‎AM
Arwa Al Balushi:
The payment has gone through, money was withdrawn from my account. It should not be pending that long.
‎8‎:‎30‎:‎51‎ ‎AM
Sageesh:
But the payment is not updated yet so please wait for 24 hours once the payment is cleared. ‎8‎:‎31‎:‎17‎ ‎AM
Arwa Al Balushi:
The refund is provided after 14 days, what if the system still keeps saying the payment is not updated until then?
‎8‎:‎31‎:‎39‎ ‎AM
Arwa Al Balushi:
Could I please speak to another person
‎8‎:‎31‎:‎49‎ ‎AM
Arwa Al Balushi:
Please put me through to someone else.
‎8‎:‎32‎:‎25‎ ‎AM
Sageesh:
Well Arwa, when you purchase the subscription you will have to pay ‎8‎:‎32‎:‎51‎ ‎AM
Sageesh:
And if you cancel the subscription within 14 days then you will get the refund. ‎8‎:‎33‎:‎26‎ ‎AM
Arwa Al Balushi:
I have already told you money has been withdrawn
‎8‎:‎33‎:‎59‎ ‎AM
Arwa Al Balushi:
Hi Arwa Al Balushi , Your order has been confirmed, congratulations! Please keep this confirmation as your proof of purchase. If you paid by credit card, the charge for your order will appear on your credit card statement as "DRI Adobe Sales". (E-commerce services are provided by Digital River Ireland Ltd. , an Adobe approved e-commerce reseller)
‎8‎:‎34‎:‎03‎ ‎AM
Arwa Al Balushi:
‎8‎:‎34‎:‎22‎ ‎AM
Arwa Al Balushi:
If I want a cancellation it also tells me to contact adobe not digital river
‎8‎:‎34‎:‎29‎ ‎AM
Arwa Al Balushi:
please put me through to someone else
‎8‎:‎35‎:‎14‎ ‎AM
Arwa Al Balushi:
Can you please transfer me to another agent
‎8‎:‎36‎:‎46‎ ‎AM
Sageesh:
It is not possible to transfer to the previous agent and I am giving the resolution what I can see here now ‎8‎:‎37‎:‎16‎ ‎AM
Sageesh:
You will have to wait for 24 hours for the payment to get updated ‎8‎:‎37‎:‎41‎ ‎AM
Arwa Al Balushi:
I have waited for 4 days.
‎8‎:‎37‎:‎54‎ ‎AM
Arwa Al Balushi:
It is possible cause I was transferred previously
Your chat transcript will be sent to Arwa.Albalushi@omanair.com at the end of your chat. ‎8‎:‎39‎:‎12‎ ‎AM
Sageesh:
I apologize, it is not possible to make any changes until or unless the payment is not updated here. ‎8‎:‎39‎:‎30‎ ‎AM
Sageesh:
I would request you to kindly contact us after 24 hours. ‎8‎:‎40‎:‎01‎ ‎AM
Arwa Al Balushi:
I keep getting told that over and over and nothing happens. I always get the same answers.
‎8‎:‎40‎:‎10‎ ‎AM
Arwa Al Balushi:
Please transfer me to someone else
‎8‎:‎42‎:‎11‎ ‎AM
Sageesh:
Alright I will transfer this chat to the billing department who will help you better in this issue. ‎8‎:‎42‎:‎53‎ ‎AM
Arwa Al Balushi:
Please wait while I transfer the chat to the best suited site operator.
You are now chatting with Akash Dwivedi.
Please don’t close the chat window or browser tab since it will end our chat session.
‎8‎:‎46‎:‎02‎ ‎AM
Arwa Al Balushi:
‎8‎:‎46‎:‎59‎ ‎AM
Arwa Al Balushi:
I would like to cancel my subscription
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