Adobe Creative Cloud Refund not Received

New Here ,
Feb 12, 2017 Feb 12, 2017

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Hi, I am a student with a massive customer service complaint as I am a huge fan of adobe.

On the 3rd of January 2017, my adobe student account was set to autorenewal but because I had an enterprise account with SCAD, where I am studying, I cancelled the autopay no later than the 6th the moment I found out. This also set my bank account into overdraft as I did not leave much money in this bank account and was travelling overseas. The confirmation of cancellation was emailed to me as well as on the instruction, it said I would receive my money back within a week. Two weeks passed and I didn't not receive my refund so I contacted adobe services through chat. The representative confirmed my case and information and said I would be receiving a refund a week from our chat date. After 2.5 more weeks and still no refund, I contacted adobe services through chat again. I stated my case as well as mentioned the previous chat.This time the representative named Paumei said I had not purchased anything with Adobe. I assured them that I did as I had an invoice from Adobe. Then they said I did not cancel and only cancelled on the day I was chatting with them as that was what was showing in the system. I then again provided proof in form of an email cancellation from Adobe, which I also mentioned I could send right back from the email I received it from. Then they said to process the cancellation again. This would not be possible as it is already listed as cancelled in my account. I asked to escalate the situation to management as at no point whatsoever when I provided proof was there any apologies but a passive denial that it did not show that in their system. This is very upsetting as if I did not have proof, I would assume that this would be a case of customer fraud. Then the agent said they will have someone contact me back in 24-48 hours. I have already explained the situation without swearing and as well as I think a person in my position could have. I would like Adobe to evaluate their relationship with the customer service agency they are currently with as I am hoping this may be an isolated case incident. Good day.

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correct answers 1 Correct Answer

Adobe Employee , Feb 14, 2017 Feb 14, 2017
Hi marisat39252033, The issue has been escalated to the next level of experts for investigation, you will be communicated about the probe in 3 to 4 working days.Case # 0221154160.RegardsRajashree

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Adobe Employee ,
Feb 14, 2017 Feb 14, 2017

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Hi marisat39252033,

The issue has been escalated to the next level of experts for investigation, you will be communicated about the probe in 3 to 4 working days.

Case # 0221154160.

Regards

Rajashree

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New Here ,
May 31, 2020 May 31, 2020

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Im also a student facing the same problem.I have cancelled my subscription on the 23rd of April for photoshop and applied for a refund till date i havent received my refund. That being said i was charged without any notice

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Adobe Community Professional ,
May 31, 2020 May 31, 2020

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LATEST

This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Click the following to contact Adobe customer support staff for help: 

https://helpx.adobe.com/contact/support.html

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.

You can also search for Adobe customer support using your favorite search engine. This will normally provide you with a regionally appropriate phone number that you can use.

Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.

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New Here ,
Apr 04, 2018 Apr 04, 2018

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I am going through the exact same thing. I contacted support immediately on 14th March, it's now 3rd April and I've still received no contact or refund. I contacted again on 23rd March, was told they forgot and are doing it now and to wait another 5-7 days. Now I'm in the waiting line for support again as it still hasn't been actioned.

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New Here ,
Apr 04, 2018 Apr 04, 2018

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just been told to wait another 3-4 working days

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Adobe Employee ,
Apr 04, 2018 Apr 04, 2018

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Hi Marcus

Apologies for the delay.  I've asked the support team to look into this as a matter of urgency.

Kind regards

Bev

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New Here ,
May 01, 2018 May 01, 2018

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Hi

Am going through this same issue right now.

I have as recently been told that my credit card was refunded which I have confirmed with my bank never happened.

My ordeal has been going on for weeks.

I keep getting the run around.

Not sure what recourse I can take at this point.

I really like Adobe products but after this I will certainly NOT deal with them again.

Very poor customer service.

Darrell

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Adobe Employee ,
May 01, 2018 May 01, 2018

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Hi Darrell

Sorry to hear that you haven't received your refund.  I'll ask the support team to look into this and follow up with you.

Kind regards

Bev

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New Here ,
May 02, 2018 May 02, 2018

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Do you need my case number?

Darrell

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Adobe Employee ,
May 02, 2018 May 02, 2018

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Hi Darrell

It's fine, we have the information required.

Thanks

Bev

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New Here ,
Jun 05, 2018 Jun 05, 2018

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Hi Bev,

I have been incorrectly charged $20.99 for a product that I did not request. I have tried to use the Adobe help support but have not received a response yet despite being a couple of days now.

Would you be able to assist? Or know of someone else who can?

thanks, Lilian

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Adobe Employee ,
Jun 05, 2018 Jun 05, 2018

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Hi Lilian

I've sent you a private message to get some additional information.

Kind regards

Bev

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New Here ,
Jul 11, 2018 Jul 11, 2018

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Hi Bev

I cancelled my subscription and It said the same, that I'll get a refund but it hasn't been sent to me yet while Adobe has charged me an extra amount for some reason. Can you solve this at all?

Jayson

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Adobe Employee ,
Jul 11, 2018 Jul 11, 2018

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Hi Jayson

The refund was processed on 10th July and should show on your account within the next couple of days.

What extra amount were you charged? You may see a $1 pre-authorization amount on your credit card but this is not charged and will drop off your statement.

Kind regards

Bev

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New Here ,
Jul 15, 2018 Jul 15, 2018

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Absolutely disgusted with Adobe and their customer service. Attempted to cancel my subscription twice. Have still been being charges $10/month for almost 18 months. I have not logged in or utilized the services and Adobe refunded me a whopping $10. Unacceptable. I even changed my credit card number and they were still somehow charging my bank account.

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New Here ,
Sep 04, 2018 Sep 04, 2018

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I have not received my refund as well it’s nearly a month now.

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Adobe Employee ,
Sep 04, 2018 Sep 04, 2018

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Hi Sarah

Sorry for the delay.  There was an issue with the refund transaction which has now been fixed.  You will receive the refund within 3-5 days.

Kind regards

Bev

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New Here ,
Oct 12, 2018 Oct 12, 2018

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I am having the same issue. Despite cancelling within 14 days of buying the product, I have yet to recieve a refund.

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Adobe Employee ,
Oct 14, 2018 Oct 14, 2018

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Hi Heer

Refunds are processed within 5-7 days of cancelling so you'll see this on your credit card statement within the next couple of days.

Kind regards

Bev

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New Here ,
Nov 05, 2018 Nov 05, 2018

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Bev,

If Adobe want to avoid reputational damage especially here in Australia ask our big four banks! I have called twice to be told the same thing about my refund. The very fact you have a dialogue and group of people complaining over the same thing screams to me unscrupulous and dodgy. Can you please urgently look into my refund before I escalate this outside of Adobe we have multiple channels to escalate complaints here in Australia

Days of b ig multinationals that take their customers for a ride and pillages under Ts and C's is over

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Adobe Employee ,
Nov 06, 2018 Nov 06, 2018

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Hi Arnold

I can see that your case was escalated and the refund was processed on 5th November.  You will receive the funds within 5-7 days.

Kind regards

Bev

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New Here ,
Nov 16, 2018 Nov 16, 2018

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Hi Bev,

I've cancelled my subscription for Creative Cloud All Apps and am yet to receive an email confirming this. No refund either. Please urgently advise.

Plan was changed from All Apps to Photography. I've been charged for both.

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Adobe Employee ,
Nov 16, 2018 Nov 16, 2018

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Hi claybas

Your subscription was cancelled yesterday and refunds usually take 5-7 working days to process, so you'll see this on your credit card account next week.

Kind regards

Bev

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New Here ,
Nov 16, 2018 Nov 16, 2018

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I cancelled my plan 3 days after subscription. I got the email of unsubscription, however there will be a month , no money back!!!! I want my money back or i will make a process againt you.

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