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Concern about Adobe specialist

New Here ,
Jun 02, 2020

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Hello all! 

 

I'm not sure that this is the right place to post this, however, there are no email addresses that I could find to share my concerns. 

 

I had a strange interaction with an Adobe representative and wanted to raise my concerns.

 

I message the Adobe chat service regarding a random charge on my account this morning.

 

It was a minor charge but I just wanted to check.

 

A representative named Palak spoke to me and was happy to help regarding my query.

 

I know that when it’s an unknown charge representatives can ask for the email address and the 6 first digits and 4 last digits of the card used. However, Palak also asked for the following: ‘the expiration date of the card and the credit card holder’s full name’.

 

I’m not aware that the expiration date of my card was required and was not comfortable sharing this information.

 

When connecting with Palak, I received an automated message saying ‘If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely’. However, Palak didn’t share any steps for me to share it securely.

 

I did share my first 6 digits and last 4 of my card with him when I started getting concerned about all the information he was requesting.

 

Please find below a screenshot of our conversation.

 

adobe.jpg

 

I was wondering if asking these questions is in-line with the guidelines? And a custom to do so? Or should I request a new bank card?

 

Best regards,

Carolina

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Concern about Adobe specialist

New Here ,
Jun 02, 2020

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Hello all! 

 

I'm not sure that this is the right place to post this, however, there are no email addresses that I could find to share my concerns. 

 

I had a strange interaction with an Adobe representative and wanted to raise my concerns.

 

I message the Adobe chat service regarding a random charge on my account this morning.

 

It was a minor charge but I just wanted to check.

 

A representative named Palak spoke to me and was happy to help regarding my query.

 

I know that when it’s an unknown charge representatives can ask for the email address and the 6 first digits and 4 last digits of the card used. However, Palak also asked for the following: ‘the expiration date of the card and the credit card holder’s full name’.

 

I’m not aware that the expiration date of my card was required and was not comfortable sharing this information.

 

When connecting with Palak, I received an automated message saying ‘If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely’. However, Palak didn’t share any steps for me to share it securely.

 

I did share my first 6 digits and last 4 of my card with him when I started getting concerned about all the information he was requesting.

 

Please find below a screenshot of our conversation.

 

adobe.jpg

 

I was wondering if asking these questions is in-line with the guidelines? And a custom to do so? Or should I request a new bank card?

 

Best regards,

Carolina

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Jun 02, 2020 0
Adobe Community Professional ,
Jun 02, 2020

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Good evening, Carolina.
I understand the feeling of discomfort, but it seems that listening to only the first 6 digits and the last 4 digits of the credit card number was one of the ways to protect confidentiality. Also, since this inquiry was about a small billing request for the card, it is probable that another valid period and the name of the card holder were heard. However, even if they are known, it is difficult to abuse them. Isn't it necessary to change the card number just this time?

 

To be on the safe side, I will introduce a site that describes the first 6 digits of the credit card number.

The first 6 digits (BIN) of your credit card number tells you who issued the credit card

Credit Card BIN or IIN Lookup

The last 4 digits contain the check digit.


TkfY(ACP),JAPAN

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Jun 02, 2020 0
Adobe Community Professional ,
Jun 02, 2020

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As a fellow product user, this does not seem unusual to me. 

  • The first 6 digits from a 16 digit card number is not irregular.
  • The expiration date is not irregular.
  • The card holder's name is not irregular.

What exactly are your concerns? 

 

Nancy O'Shea, ACP
Alt-Web.com

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Jun 02, 2020 1
New Here ,
Jun 02, 2020

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I totally understand I just had a terrible experiance as well. Very rude and not helpfull at all, I wish there was a way to escalate this matter.

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Jun 02, 2020 0
Adobe Community Professional ,
Jun 02, 2020

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"I just had a terrible experiance as well. Very rude and not helpfull at all..."

Please tell me your Adobe Case Number where support agent was rude.   I will ask a senior staff member to look into it.

 

Nancy O'Shea, ACP
Alt-Web.com

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