Remboursement

[Nina_MV]

Bonjour,

Il y a peut-être 4 mois de ça, je voulais annuler mon abonnement Adobe mais ne trouvais pas où le faire. J'ai donc changé de moyen de paiement sur Paypal, en entrant une carte bancaire désactivée à la place de ma carte fonctionnelle, ainsi que désactivé le paiement sur Paypal.

Tout allait bien mais en regardant mes relevés tout à l'heure, j'ai découvert que je continuais à être débitée sur mon compte via Paypal, alors que je ne j'avais bel et bien sélectionné une autre carte, désactivé le paiement, et que je n'utilise plus Adobe depuis au moins janvier 2022.

J'aimerais donc être remboursée de quatre paiements de 29.99€, puisque je n'aurais pas du être débitée.

Bonne journée,

Nina.

[KanikaS · Accepted solution]

Hi Nina, 

I understand that you have billing issues related to your account, however, we will not be able to resolve it here on the user community. 

Kindly get in touch with our support for help: https://helpx.adobe.com/in/contact.html

Hope this helps! 

Thanks 

Kanika

[John T Smith]

Refusing to pay does NOT cancel your account

To Cancel https://helpx.adobe.com/manage-account/using/cancel-creative-cloud-subscription.html
-READ THIS https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html#cancel
-and this https://prodesigntools.com/guide-to-change-cancel-creative-cloud.html
-do be aware that cancelling early means paying 1/2 of the remaining subscription time as a fee
--this is cancelling AFTER the trial converts to paid and BEFORE the end of the subscription
-or have Adobe support cancel your subscription using the "autoOpen" Chat link below

This space is provided by Adobe, but it is not Adobe support
Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-you MUST make sure that your browser does NOT block ads, scripts, or pop-ups
-you MUST also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
- or by telephone https://helpx.adobe.com/contact/phone.html
.
Adobe does NOT do support by email, so beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

[Nina_MV]

Hello,

Thanks for your answers, but even with all of your links I cannot find where to write a ticket support. The links just send me to a help home page, suggesting this forum and several pointless pages on how to do x and y. 

I've finally been able to cancel my subscription thanks to your help, but this huge fee is simply disgusting. Why do they do that?? It's literaly a hostage taking situation.
As a student, losing almost 200€ because of this lack of transparency in subscription cancelling is just appalling. The only reason I do that is because my computers are too old and now unable to launch any Adobe software without crashing.

So I'm forced to stop a subscription because I can't buy a good PC; forced to spend a whole day searching where to do it in vain; forced to come up with my own way of stopping it (by cutting the payment source, which in the end did nothing); and now this... I'm forced to pay my way out of this plan that I didn't want to leave in the first place.

This is my first time truly meaning these words but I'd rather d!e than get another plan here. This is genuine madness. I know you people have nothing to do with this but this whole situation is very distressing to me. I just don't have the words.

Regards,

Nina.

[Abambo]

Hi @Nina_MV,

FYI: the subscription plan is for a year. So, you promised to pay for a year subscription fees for being able to use the program. Adobe lets you cancel early, but this will trigger an early termination fee of half of the remaining due. There is also a subscription on the month, that can be cancelled anytime without a fee, but that one is more expensive. So, what people do is taking the cheap subscription and complaining when they cancel early.

Also, it is critical before buying a plan to check if the computers you have support that plan. If they don't, do not buy.

Thanks for your answers, but even with all of your links I cannot find where to write a ticket support. The links just send me to a help home page, suggesting this forum and several pointless pages on how to do x and y. 

I've finally been able to cancel my subscription thanks to your help, but this huge fee is simply disgusting. Why do they do that?? It's literaly a hostage taking situation.
As a student, losing almost 200€ because of this lack of transparency in subscription cancelling is just appalling. The only reason I do that is because my computers are too old and now unable to launch any Adobe software without crashing.

By @Nina_MV

Contact Adobe customer support on this and look if there is an option to get a refund.

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction. (See also what @John T Smith wrote. His link is the same as mine and it opens IMMEDIATLY the chat).
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

[Nina_MV]

Hello Abambo,

First I want to repeat that I'm not aiming anything at any of you personally because I know you guys have nothing to do with any of this, you're just here to help. Most of my message aren't directed to you but to the people who actually wrote the website and stuff. To make things clear, I'm not complaining because I haven't read something. I'm reporting something that's not normal. I'm losing so much money and time over things that should not happen on the first place.

I had made a student plan for my 2 years as a student. No precisions on yearly or monthly. I'm being taken money from each month, not each year. I highly doubt having ever saw or clicked on anything mentioned "yearly", as most of the times it shows three-digit numbers, while my mother had the control on my bank account. So there would've been no way that she'd agree on that.

The student plan does mention being cheaper for the first year, and that the second one will be more expensive. I thought my plan had stopped one year ago, as I had to write in the dates of the start of my studies and their end (sept. 2019 - june 2021) to get the plan.

When I recently launched one of the apps by mistake, and realized I could still use them, my first thought was not "oh, it's because it's a yearly plan", it was "why hasn't it already stopped? I don't study there anymore".

To the people who make plans, if the student plan is a yearly plan that does not stop on its own, please do not ask for the dates of start and end of studies. It serves no purpose apart from being confusing. I had so many issues getting the plan too, so, the less steps the better. Never saw any warning about cancellation fees before buying it either, so maybe there's a reason if we're not happy after having to pay one. 

Also, as I said, my computers have only recently been struggling with the Adobe suite. That's why I had to stop the plan; not that it never worked. It USED to work, but doesnt anymore. It's not the suite issue. It's my comp. The suite is not made to be used with mid-to-low comps. And those are evolving each day. So it's normal that my average comps from 3 years ealier is now obsolete for those apps.

So, to the people who write in compatibilities, 8Go of RAM is simply not enough anymore to run Adobe apps. It's not a minimum. 12Go should be the minimum. With 8, you can't render anything longer than 2 minutes without crashing (Premiere & AE). You can't edit or shape without freezing or having to wait to switch brushes, to change the font and so on (AI, InDesign & PS). It's as if you were saying that, to drive a car, the minimum required would be to have 1/10 on both eyes. Yes, one could see a bit of movement, but not where they are going.

Thanks for the additional links, I will keep them in case I come back to Adobe softwares because of any of my future jobs/studies.

My cookies were on, and popups allowed. It just doesn't seem to display the chatbox on Opera, because it works on Edge (no pun intended), so I will try and contact them whenever I have another day off... thank you.

You guys have always been a good support and I'm genuinely glad that you answer this quickly and on point most of the time.

Best regards,

Nina.