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Double Billing Issue

Adobe Community Professional ,
Sep 12, 2019

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I am working with a customer that is being double billed.

Here  is August.

clipboard_image_0.png

Here is September.

clipboard_image_1.png

 

Yes - hours of time with Customer Service has been painful.

Yes - account purchase history only shows one purchase.

Yes - there is only one Adobe ID/email for this account.

Thanks in  advance for help to resolve this double billing issue.

I reached out to customer and have resolved the issue. Thanks!

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Double Billing Issue

Adobe Community Professional ,
Sep 12, 2019

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I am working with a customer that is being double billed.

Here  is August.

clipboard_image_0.png

Here is September.

clipboard_image_1.png

 

Yes - hours of time with Customer Service has been painful.

Yes - account purchase history only shows one purchase.

Yes - there is only one Adobe ID/email for this account.

Thanks in  advance for help to resolve this double billing issue.

I reached out to customer and have resolved the issue. Thanks!

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Sep 12, 2019 0
Adobe Employee ,
Sep 12, 2019

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Hi there,

 

I will reach out to customer and assist regarding the issue.

 

^Ani

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Sep 12, 2019 0
Adobe Community Professional ,
Sep 12, 2019

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Hi Ani - Thank you. Do you need the customer's contact info.

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Sep 12, 2019 0
Adobe Employee ,
Sep 12, 2019

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I have it already. Thank you.

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Sep 12, 2019 0
Adobe Employee ,
Sep 16, 2019

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I reached out to customer and have resolved the issue. Thanks!

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Sep 16, 2019 0
New Here ,
Oct 22, 2019

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Ani,

 

Can you reach out to me also to verify if i am being double billed.

 

Thanks

 

 

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Oct 22, 2019 0
Adobe Employee ,
Oct 22, 2019

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Hi there,

 

I could locate two accounts in our system. One of the account is with gmail and other with [at]mindsprin***.com

 

Please contact our customer care https://helpx.adobe.com/contact.html for help with cancellation.

 

^Ani

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Oct 22, 2019 0
New Here ,
Oct 27, 2019

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I also had a double billing issue here in Taiwan on 2019/10/23. I had contacted the customer service but they said the company is still processing the issue......till today.....I feel helpless. 

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Oct 27, 2019 0
Adobe Employee ,
Oct 28, 2019

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Hi there,

 

There is no double billing, your renewal of creative cloud was due on 15th of this month and the payment was completed on 23rd.

Apologies for the confusion. Please contact your credit card issuer for any questions regarding credit card.

 

^Ani

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Oct 28, 2019 0
New Here ,
Oct 30, 2019

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Hi Ani,

 

Got it with thanks. However, I am still confused about it. Your online support member through chatbox said that Adobe had already stopped collaborating with Digital River in Taiwan (your agent in Taiwan) and he said the new contract will sign with Adobe company directly. I subscribed to Adobe CC since November, 2018. Therefore, as your support member said I should pay to Digital River in Taiwan from November 2018 to October 2019.  The truth is I paid to Digital River in Taiwan, your agent, from November 2018 to September 2019.  What confused me is that the last billing of the old contract should be ended in October 2019 (the 12th month of billing). But the one who charged me for Oct. 2019 is not Digital River in Taiwan anymore, it turned out to be"DRI ADOBE SYSTEMS ORDEORDERF/IE" I have no idea what was going on....Although I contacted Adobe on 10/25, I didn't get a formal reply till now...thank you again in advance. Thank you!

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Oct 30, 2019 0
Adobe Employee ,
Oct 30, 2019

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Hi there,

 

That's right. Starting June 2019 we have we are able to serve directly to Taiwan without Digital River. We would need to cancel current subscription to switch from DR.

Hope it helps.

 

^Ani

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Oct 30, 2019 0
New Here ,
Oct 30, 2019

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Hi Ani,

 

Thank you very much for your help. 🙂 One more question, would Adobe give us e-invoice for the current subscription?

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Oct 30, 2019 0
Adobe Employee ,
Oct 30, 2019

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Hi,

 

Please see the steps here to download the PDF copy of invoice from your account - https://helpx.adobe.com/in/manage-account/using/print-creative-cloud-invoice.html#canceled-subscript...

 

^Ani

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Oct 30, 2019 0
New Here ,
Nov 05, 2019

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Hi,

 

I agree that Adobe is difficult to reach out. For the past eleventh month, I just paid NT$960 to Adobe without any "foreign transaction fee 國外交易服務費." However, Oct. 2019, I paid NT$960 to Adobe with a foreign transaction fee $15. ......I have no idea what happened. I've sent the screenshot of the credit card statement to the customer center but no one replied..........

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Nov 05, 2019 0
New Here ,
Nov 05, 2019

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Hi, 

 

I am also being double billed for Sept 2019 & Oct 2019. Below is the screenshot:Adobe Double Deductions_1.pngAdobe Double Deductions_2.png

 

Hope someone can contact me soon to rectify this and no more double billing in the future. Adobe is so difficult to reach out to for help and assistance. Wish there's a direct email that one can direct any queries to. 

 

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Nov 05, 2019 0
Adobe Employee ,
Nov 05, 2019

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Hi there,

 

Apologies for poor experience. There is a duplicate account in system with a typo in your email address.

 

Request you to please contact our customer support via chat https://helpx.adobe.com/contact.html by clicking on this link and quote order#ADB076724003SG for cancellation and refund of duplicate order.

 

^Ani

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Nov 05, 2019 0
New Here ,
Mar 13, 2020

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When I deactivated my monthly student subscription for 195 SEK a month, you double billed me now 777,50 x 2.  Is this something you have set in the system? You have to fix this because this is a scam.  And charge med 4,5 months x 2 as a student,, thank you never Adobe again, I will wait for a disruptor to challenge your monopoly, someone who can offer a fair deal to students and pros. Embarrassing

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Mar 13, 2020 0