Participating Frequently

Question

Refund Request and Complaint About Customer Service

Forum|Forum|6 years ago
March 20, 2020
3 replies
2054 views

Hello,

I'm using Photography plan (20GB).

While I was paying 34.52 TRY for the product, you’ve started charging me 62.68 TRY.

I’ve contacted customer support and they told me that I’ll pay 29.25 TRY from now on.

Screenshots of the conversation are below;

Although I should pay 29.25 TRY, you kept charging me 62.68 TRY.

Screenshots of the transactions are below;

I would like to have a refund for the extra amount and be charged for 29.25 TRY for the rest of the subscription.

Also, I've contacted customer support on 23.03.2020 at 12:37 and they kept me busy by always saying “Please wait, give me a minute so that I can check.” for 1,5 hours. After that, they’ve ended the conversation without saying anything. So, I am complaining about customer service too. Is this how Adobe help their customers? By shutting live chat into their faces?

----

Edit #1:

----

I've contacted customer support again.

Another representative keeps repeating the same things. They seem to insist on not understanding. It must be a joke or sth.

This is the one hour conversation;

- Puneet
Hello. I’ll be happy to assist you. What can I help you with today?

+ Me
can you read above?
everything is written there

- Puneet
Could you please re-write because there is no information available?

+ Me
one of the representives told me that i'll pay 29.25 TRY but you're still charging me 62.68 TRY.
they actually said; "Yes under the account the next billing amount is TRY 29.25 and you will be charged for the 29 amount from the next month."
20.03.2020 74844757800 Yenilenmiş 62.68 TRY
20.02.2020 73576452600 Yenilenmiş 62.68 TRY
20.01.2020 72164919400 Yenilenmiş 62.68 TRY
20.12.2019 70764038300 Yenilenmiş 62.68 TRY
20.11.2019 69436150800 Yenilenmiş 62.68 TRY
you're charging me 62.68 TRY as its above

- Puneet
Give me a moment while I find a solution for you. Thanks for your patience.
Just a moment... it's taking longer than I expected. I appreciate your patience.
The subscription purchased for 1 year discounted pricing and that is why the price got changed.

+ Me
they told me that there will be a discount
wait, i'll find the message for you;

"Sandeep
Yes under the account the next billing amount is TRY 29.25 and you will be charged for the 29 amount from the next month.

Sandeep
As Adobe value you as a customer and you are with Adobe from past two years and you tried to cancel the subscription online you got the discounted price for the subscription"

we've talked on 06.02.2020

and they've promised for the lower price

- Puneet
Let me check with my resources what best I can do for you.
Yes, I can see that your next billing amount TRY 29.25.

+ Me
they already told me the same on 6th February
you have charged me for more in February and March
also I want a refund for the extra amount you've charged me

- Puneet
Sorry you are not eligible for refund as the plan was used.

+ Me

"Sandeep
It must be because that is discounted price for the subscription and your next billing amount is TRY 29.25 for the subscription."

in this message your colleuge Sandeep told me the same
it was on 6th of February
why did you charge me more?

- Puneet
Because your discounted time only for 1 year and they have done some changes now and now it is showing TRY 29.25

+ Me
look
after one year
the price went high
i saw that and contacted customer support
i told them i want to cancel the plan
they told me i will get a discount
THIS WAS ON 6TH FEBRUARY
on 20.02.2020 and 20.03.2020
(AFTER THE CONVERSATION WITH CUSTOMER SERVICE)
adobe still charged me from 56 TRY + VAT
is this really that hard to understand
I HAVE DONE SAME CONVERSATION BEFORE
THEY TOLD ME I WILL BE CHARGED 29 TRY
MESSAGE ON 6TH FEBRUARY:

"It must be because that is discounted price for the subscription and your next billing amount is TRY 29.25 for the subscription."
this was two month ago
so why am I still paying more

- Puneet
Let me transfer you to an agent who can assist you better.

----

Edit #2:

----

On 6th of February, the representative told me that; there will be a discount next month.

The conversation I've posted is on 06.02.2020.

Adobe told me that there will be a discount in the conversation on 06.02.2020.

On 06.02.2020, the representative told me that there will be a discount next month.

Adobe charged me for 62.68 TRY on 20.02.2020 and 20.03.2020 -> AFTER THE CONVERSATION POSTED. Isn't that simple enough?

One more thing: Puneet is still telling me the same thing in the conversation today.

----

Edit #3:

----

Another representative, yet noone helps;

- Ankit
Hello. I’ll be happy to assist you. What can I help you with today?

+ Me
community.adobe.com/t5/get-started/refund-request-and-complaint-about-customer-service/m-p/10992851
can you read here
everything is written there

- Ankit
As I can see that Photography plan is active and paid under onlytande.cc@gmail.com.

+ Me
yes
can i talk to a supervisor?

- Ankit
Sure! Let me check what best I can do for you.
Your price has changed due to exchange rates.

+ Me

Sandeep on 06.02.2020
and
Puneet on 20.03.2020
both saying;
the price is TRY 29.25.
You're telling me they are lying, am i right?
did you read the conversations?

- Ankit
I am connecting you to supervisor.

This topic has been closed for replies.

O

OnlyECAuthor

Participating Frequently

----

They marked my previous topic as spam, although it had nothing to do. Adobe does not want us to seek our rights and blocks content against itself.

----

Hello,

I'm using Photography plan (20GB).

While I was paying 34.52 TRY for the product, you’ve started charging me 62.68 TRY.

I’ve contacted customer support and they told me that I’ll pay 29.25 TRY from now on.

Screenshots of the conversation are below;

Although I should pay 29.25 TRY, you kept charging me 62.68 TRY.

Screenshots of the transactions are below;

Adobe said; "As Adobe value you as a customer and you are with Adobe from past two years and you tried to cancel the subscription online you got the discounted price for the subscription." I trusted their word and continiued subscription.

I would like to have a refund for the extra amount and be charged for 29.25 TRY for the rest of the subscription.

Also, I've contacted customer support on 20.03.2020 at 12:37 and they kept me busy by always saying “Please wait, give me a minute so that I can check.” for 1,5 hours. After that, they’ve ended the conversation without saying anything. So, I am complaining about customer service too. Is this how Adobe help their customers? By shutting live chat into their faces?

O

OnlyECAuthor

Participating Frequently

I've contacted customer support again.

Another representative keeps repeating the same things. They seem to insist on not understanding. It must be a joke or sth.

This is the one hour conversation;

- Puneet
Hello. I’ll be happy to assist you. What can I help you with today?

+ Me
can you read above?
everything is written there

- Puneet
Could you please re-write because there is no information available?

+ Me
one of the representives told me that i'll pay 29.25 TRY but you're still charging me 62.68 TRY.
they actually said; "Yes under the account the next billing amount is TRY 29.25 and you will be charged for the 29 amount from the next month."
20.03.2020 74844757800 Yenilenmiş 62.68 TRY
20.02.2020 73576452600 Yenilenmiş 62.68 TRY
20.01.2020 72164919400 Yenilenmiş 62.68 TRY
20.12.2019 70764038300 Yenilenmiş 62.68 TRY
20.11.2019 69436150800 Yenilenmiş 62.68 TRY
you're charging me 62.68 TRY as its above

- Puneet
Give me a moment while I find a solution for you. Thanks for your patience.
Just a moment... it's taking longer than I expected. I appreciate your patience.
The subscription purchased for 1 year discounted pricing and that is why the price got changed.

+ Me
they told me that there will be a discount
wait, i'll find the message for you;

"Sandeep
Yes under the account the next billing amount is TRY 29.25 and you will be charged for the 29 amount from the next month.

Sandeep
As Adobe value you as a customer and you are with Adobe from past two years and you tried to cancel the subscription online you got the discounted price for the subscription"

we've talked on 06.02.2020

and they've promised for the lower price

- Puneet
Let me check with my resources what best I can do for you.
Yes, I can see that your next billing amount TRY 29.25.

+ Me
they already told me the same on 6th February
you have charged me for more in February and March
also I want a refund for the extra amount you've charged me

- Puneet
Sorry you are not eligible for refund as the plan was used.

+ Me

"Sandeep
It must be because that is discounted price for the subscription and your next billing amount is TRY 29.25 for the subscription."

in this message your colleuge Sandeep told me the same
it was on 6th of February
why did you charge me more?

- Puneet
Because your discounted time only for 1 year and they have done some changes now and now it is showing TRY 29.25

+ Me
look
after one year
the price went high
i saw that and contacted customer support
i told them i want to cancel the plan
they told me i will get a discount
THIS WAS ON 6TH FEBRUARY
on 20.02.2020 and 20.03.2020
(AFTER THE CONVERSATION WITH CUSTOMER SERVICE)
adobe still charged me from 56 TRY + VAT
is this really that hard to understand
I HAVE DONE SAME CONVERSATION BEFORE
THEY TOLD ME I WILL BE CHARGED 29 TRY
MESSAGE ON 6TH FEBRUARY:

"It must be because that is discounted price for the subscription and your next billing amount is TRY 29.25 for the subscription."
this was two month ago
so why am I still paying more

- Puneet
Let me transfer you to an agent who can assist you better.

O

OnlyECAuthor

Participating Frequently

I've contacted customer support again.

Another representative keeps repeating the same things. They seem to insist on not understanding. It must be a joke or sth.

This is the one hour conversation;

- Puneet
Hello. I’ll be happy to assist you. What can I help you with today?

+ Me
can you read above?
everything is written there

- Puneet
Could you please re-write because there is no information available?

+ Me
one of the representives told me that i'll pay 29.25 TRY but you're still charging me 62.68 TRY.
they actually said; "Yes under the account the next billing amount is TRY 29.25 and you will be charged for the 29 amount from the next month."
20.03.2020 74844757800 Yenilenmiş 62.68 TRY
20.02.2020 73576452600 Yenilenmiş 62.68 TRY
20.01.2020 72164919400 Yenilenmiş 62.68 TRY
20.12.2019 70764038300 Yenilenmiş 62.68 TRY
20.11.2019 69436150800 Yenilenmiş 62.68 TRY
you're charging me 62.68 TRY as its above

- Puneet
Give me a moment while I find a solution for you. Thanks for your patience.
Just a moment... it's taking longer than I expected. I appreciate your patience.
The subscription purchased for 1 year discounted pricing and that is why the price got changed.

+ Me
they told me that there will be a discount
wait, i'll find the message for you;

"Sandeep
Yes under the account the next billing amount is TRY 29.25 and you will be charged for the 29 amount from the next month.

Sandeep
As Adobe value you as a customer and you are with Adobe from past two years and you tried to cancel the subscription online you got the discounted price for the subscription"

we've talked on 06.02.2020

and they've promised for the lower price

- Puneet
Let me check with my resources what best I can do for you.
Yes, I can see that your next billing amount TRY 29.25.

+ Me
they already told me the same on 6th February
you have charged me for more in February and March
also I want a refund for the extra amount you've charged me

- Puneet
Sorry you are not eligible for refund as the plan was used.

+ Me

"Sandeep
It must be because that is discounted price for the subscription and your next billing amount is TRY 29.25 for the subscription."

in this message your colleuge Sandeep told me the same
it was on 6th of February
why did you charge me more?

- Puneet
Because your discounted time only for 1 year and they have done some changes now and now it is showing TRY 29.25

+ Me
look
after one year
the price went high
i saw that and contacted customer support
i told them i want to cancel the plan
they told me i will get a discount
THIS WAS ON 6TH FEBRUARY
on 20.02.2020 and 20.03.2020
(AFTER THE CONVERSATION WITH CUSTOMER SERVICE)
adobe still charged me from 56 TRY + VAT
is this really that hard to understand
I HAVE DONE SAME CONVERSATION BEFORE
THEY TOLD ME I WILL BE CHARGED 29 TRY
MESSAGE ON 6TH FEBRUARY:

"It must be because that is discounted price for the subscription and your next billing amount is TRY 29.25 for the subscription."
this was two month ago
so why am I still paying more

- Puneet
Let me transfer you to an agent who can assist you better.

O

OnlyECAuthor

Participating Frequently

Hello,

I'm using Photography plan (20GB).

While I was paying 34.52 TRY for the product, you’ve started charging me 62.68 TRY.

I’ve contacted customer support and they told me that I’ll pay 29.25 TRY from now on.

Screenshots of the conversation are below;

Although I should pay 29.25 TRY, you kept charging me 62.68 TRY.

Screenshots of the transactions are below;

Adobe said; "As Adobe value you as a customer and you are with Adobe from past two years and you tried to cancel the subscription online you got the discounted price for the subscription." I trusted their word and continiued subscription.

I would like to have a refund for the extra amount and be charged for 29.25 TRY for the rest of the subscription.

Also, I've contacted customer support on 20.03.2020 at 12:37 and they kept me busy by always saying “Please wait, give me a minute so that I can check.” for 1,5 hours. After that, they’ve ended the conversation without saying anything. So, I am complaining about customer service too. Is this how Adobe help their customers? By shutting live chat into their faces?

----
Edit #1
---

I tried to explain ~5 hours and they're all repeating same stuff.

The fact that no one understands amazed me. Is this really that hard?

Conversation with another representative (Puneet):
https://community.adobe.com/t5/get-started/refund-request-and-complaint-about-customer-service/m-p/10992731#M459210

Conversation with another representative (Ankit):
https://community.adobe.com/t5/get-started/refund-request-and-complaint-about-customer-service/m-p/10992906#M459233

Conversation with supervisor (Vishvamohan):
https://community.adobe.com/t5/get-started/refund-request-and-complaint-about-customer-service/m-p/10993071#M459245

O

OnlyECAuthor

Participating Frequently

I've contacted customer support again.

Another representative keeps repeating the same things. They seem to insist on not understanding. It must be a joke or sth.

This is the one hour conversation;

- Puneet
Hello. I’ll be happy to assist you. What can I help you with today?

+ Me
can you read above?
everything is written there

- Puneet
Could you please re-write because there is no information available?

+ Me
one of the representives told me that i'll pay 29.25 TRY but you're still charging me 62.68 TRY.
they actually said; "Yes under the account the next billing amount is TRY 29.25 and you will be charged for the 29 amount from the next month."
20.03.2020 74844757800 Yenilenmiş 62.68 TRY
20.02.2020 73576452600 Yenilenmiş 62.68 TRY
20.01.2020 72164919400 Yenilenmiş 62.68 TRY
20.12.2019 70764038300 Yenilenmiş 62.68 TRY
20.11.2019 69436150800 Yenilenmiş 62.68 TRY
you're charging me 62.68 TRY as its above

- Puneet
Give me a moment while I find a solution for you. Thanks for your patience.
Just a moment... it's taking longer than I expected. I appreciate your patience.
The subscription purchased for 1 year discounted pricing and that is why the price got changed.

+ Me
they told me that there will be a discount
wait, i'll find the message for you;

"Sandeep
Yes under the account the next billing amount is TRY 29.25 and you will be charged for the 29 amount from the next month.

Sandeep
As Adobe value you as a customer and you are with Adobe from past two years and you tried to cancel the subscription online you got the discounted price for the subscription"

we've talked on 06.02.2020

and they've promised for the lower price

- Puneet
Let me check with my resources what best I can do for you.
Yes, I can see that your next billing amount TRY 29.25.

+ Me
they already told me the same on 6th February
you have charged me for more in February and March
also I want a refund for the extra amount you've charged me

- Puneet
Sorry you are not eligible for refund as the plan was used.

+ Me

"Sandeep
It must be because that is discounted price for the subscription and your next billing amount is TRY 29.25 for the subscription."

in this message your colleuge Sandeep told me the same
it was on 6th of February
why did you charge me more?

- Puneet
Because your discounted time only for 1 year and they have done some changes now and now it is showing TRY 29.25

+ Me
look
after one year
the price went high
i saw that and contacted customer support
i told them i want to cancel the plan
they told me i will get a discount
THIS WAS ON 6TH FEBRUARY
on 20.02.2020 and 20.03.2020
(AFTER THE CONVERSATION WITH CUSTOMER SERVICE)
adobe still charged me from 56 TRY + VAT
is this really that hard to understand
I HAVE DONE SAME CONVERSATION BEFORE
THEY TOLD ME I WILL BE CHARGED 29 TRY
MESSAGE ON 6TH FEBRUARY:

"It must be because that is discounted price for the subscription and your next billing amount is TRY 29.25 for the subscription."
this was two month ago
so why am I still paying more

- Puneet
Let me transfer you to an agent who can assist you better.

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