Open Letter to Mr. Shantanu Narayen, Chairman, President and CEO Adobe

[chesta]

Hello Sir,

I would like to bring in your kind notice about issue in your payment system.

I purchased “Adobe Premiere Elements 2018” costing US$69.99, i did payment on 12th Nov 2017, using my ICICI bank debit card.

Amount deducted and order placed, i received email from Adobe that your purchase is under review, after 6 hour I received mail of cancellation. But i never received my amount back.

3 times I contacted  your support chat, but they refused to accept that i did payment, and every time they closed the case by saying general enquiry.

I’m not only person who is suffering due to issues in your payment process, if you will search on internet it is filled with bad customer support and payment fraud by your company.

Adobe Order Information:

Order Number: ADB016781464

Order Date: November 12, 2017

Issues raised on Adobe Chat support:

case number

#0223614476

ADB-156900-R4C9

ADB-149253-C9V4

ADB-149206-Y5T3

I have also raised issue on Adobe Twitter.

--------------------------

I have also communicated with ICICI bank following is chat history:

Dheeraj:  [10:32:09 AM]

Good Morning, welcome to ICICI Bank chat. I am Dheeraj, your online assistant. How may I assist you?

ARUN:  [10:32:36 AM]

please check status of this reocrd

ARUN:  [10:32:47 AM]

2 13/11/2017 VIN/ADOBE SYSTE/20171112115549/0 Dr. 4,751.90

ARUN:  [10:33:15 AM]

has they charged this amount or only authorized and i will get it back

Dheeraj:  [10:33:36 AM]

Is this the transaction 13/11/17 Offus VIN/ADOBE SYSTE/20171112115549/0 DEBIT 4751.90

ARUN:  [10:33:55 AM]

yes

Dheeraj:  [10:35:23 AM]

This is an successful transaction from our end the amount has been sent to Adobe merchant .

ARUN:  [10:35:43 AM]

has they only Auth debit card?

ARUN:  [10:35:48 AM]

but not charged?

Dheeraj:  [10:37:07 AM]

Mr.Arun, as per our records the amount has been sent to merchant .

Dheeraj:  [10:37:23 AM]

We request you to please check once with merchant for status

ARUN:  [10:37:30 AM]

is there any way to reject this transaction and get amount back.

Dheeraj:  [10:38:24 AM]

Once the payment is done it cannot be stop Mr.Arun.

Dheeraj:  [10:38:40 AM]

We request you to please check once with merchant for status

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Looking forward for your corrective decision.

Adobe support person just looking in your software to check payment, which may not showing , some time it happens due to any software issue, but Bank statement provide all transactions,

I'm a Solution Architect and implemented various payment application, and we have faced similar issues. but we verify it with bank statement of that day, and handle these issue.

[Bill Sprague]

This is a user to user forum primarily intended to help with tools and techniques.   Unfortunately, no one here has the ability to help you.   I urge you to continue through the "chat" system. 

Good luck and I'm sorry you are having trouble.

Bill

[KJerryK]

This is being moved to the more general Adobe Creative Cloud forum, and Adobe staff has been alerted.

[Bani Verma]

Moving to Downloading, Installing, Setting Up​

Hi Chesta,

Sorry that you are having trouble getting your order processed, I would recommend you to continue working with our support team directly through Chat:Contact Customer Care so that your can be completed.

[Rajashree Bhattacharya]

Hi Chesta,

I have asked the concerned person from Social to follow up.

Regards

Rajashree

[Rajashree Bhattacharya · Accepted solution]

Hi Chesta,

The issue has been raised & is being handled by the escalation team. The case # is 0223623381 .

Regards

Rajashree