Register a complaint with Adobe CC re livechat

[leighh8366828]

I have just wasted an hour and a half of my time on Adobe LiveChat, I also wasted about half an hour last night on the same topic.

I asked a simple question at the very start 'Can we get a statement of all transactions between us and Adobe, including billing and refunds?'. I though it was pretty straightforward. Last nights live chat representative was useless and kept asking questions back that were unrelated, such as 'was I looking to take a break from my contract?'

So I tried again this afternoon, after 45 minutes or so of going backwards and forwards it was clear I was getting nowhere with todays rep so I asked if there was someone more relevant I should talk to, the chat was passed onto a supervisor. Unfortunately this proved useless too. I started with my initial request for a statement but once again this request was ignored and a variety of other questions were sent back my way.

I had another issue in that Adobe had charged VAT on both our accounts for one month, which shouldn't have happened as we're VAT registered so deal with it ourselves. So I attempted to change course and get this issue resolved, this took about 25 minutes to get to a point where the supervisor was able to give me a clear answer, to what I thought was a simple question. 'We have 2 accounts/CC subscriptions, both accounts were charged VAT n November, can get a refund?'

Finally at the end of the conversation I asked again, as I had still hadn't been given an answer to if we could get a statement and if not why not or who should we talk to? Surely as a customer if I request a statement I should be entitled to one? To clarify I checked in our billing area and there was no reference to a previous refund we had, so it's no good to us trying to settle our accounts when we don't have access to all the info. As a business owner if a client of ours asked for a statement of costs I would oblige, I cannot see a reason why this is an issue? I appreciate if I was told 'yes but it may take a few days, or a week or so to generate' then fine, I get it people are busy and it takes time to get to things.

Anyway, a fully frustrating experience where I felt like I was conversing with bots and not human beings.

[John T Smith]

Invoice help https://helpx.adobe.com/creative-cloud/help/print-receipt.html

[leighh8366828]

Hey John, thanks for taking the time to share the link. Unfortunately that doesn't really solve my problem, there was no logging of the refunds in our billing area, only invoices. Plus I had to speak with someone to actually request the VAT refund we'd been incorrectly charged.

Kind regards.

[Abambo]

If you still need help let us know.