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1

"pending payment" and one very frustrated customer

Community Beginner ,
Nov 17, 2023 Nov 17, 2023

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This is very out of character for me. I never post in any forums, do not leave reviews and do not complaing. However, the level of my frustratios in unprecedented.

My Firm's account has been having major issues with Adobe. Our employees keep receiving notifications that the licenses are about to expire. And now after purchasing a new product I can not even assign it because it keeps giving me an error. After several attempts to have the issues resolved, I was told that there are payments that are pending and that causes the issues I am still not sure as to why am I responsible for Adobe not posting a payment. I paid and the money left my account. I expect to use the product  I paid for. We have over 30 licenses and I am frustrated at the incompetence of the employees who keep saying the same thing to me - we are escalating the issue. It's been over a week and nothing is resolved. Here is the copy of my most recent chat with an agent. The writings in bold are my messages. I can not believe that such big company as Adobe is leaving the faith of their valued customers in hands of such incompetent CSRs. We are running a Law Firm and do not have time for such nonsense. 

 

Rahul

Thanks for the information, As I can see there is a pending payment for a few of the Acrobat Licenses out of which 30 Acrobat licenses were paid and active, and for the rest there is a pending payment.

 

I need to pay. why are they pending? I do not see any pending payments on my account. I will pay right now but I do not see anything pending

I am confused about this. all i keep hearing is pending payments. what does that even mean. I made the payment and it can not be my responsibility that you system won't pot the payment. Am i missing something?

post*

where can i find this pending payment

Screenshot 2023-11-17 at 10.27.17 AM.png

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Rahul

Vicky, I understand your concern. You made the payment but the payment is not settled yet for only one of the Acrobat licenses, I would request you to wait 3- 6 hours, and at max, it will take 24 hours to get settled.

 

This won't resolved on 3-6 hours as I contacted Adobe a week ago about another issue which they told me was because of pending payment. so clearly it is not resolving. I need to assign the license now please. i can not wait. i do not have the time to contact adobe every day and spend hours to get answers. please assign now and confirm . thank so much

 

Rahul

I really apologize for the cause, I understand your concern you made multiple payments for the license at different points in time and there is no one go payment for all the licenses that you have of Acrobat Pro, so the reason there is a pending payment as we received from yours end but, it is not settled yet for that we have to wait for 3 - 6 hours and after that you can assign the license to your user.

 

I am sorry but I am having trouble understanding what you are saying. I am not trying to be difficult, I am just trying to use the service which we pay a lot of money for. this should not be this difficult.

I am not clear as to what the issue was. what we did wrong and how to avoid this in the future. i purchase, I pay, I expect to be able to use the product. Simple as that. Please explain the reason again and please assign the license now. I am not waiting again, so sorry. tbut if we end the chat now, I know I will be contact you again this weekend because the issue will not resolve in 3-6 hours. so there is not chance I am hanging up without having the license assigned. thanks.

 

Rahul

Vicky, let me explain to you that you made the payment for a license in a different period of time as you made 25 Acrobat payments at one time, and for the rest of the licenses the payment was made on a different date so, then for that, there is no single payment for all of the licenses so, that's the reason there is a pending settlement for one of your acrobat licenses for that we have to wait for 3-6 hours.

 

this is ridiculous. I pay as I need licenses, so I expect them to be available to me as I purchase them. If there is another option or anther plan that makes this easier, I was certainly not told that. so please, again, the other three licenses that they told me last week were not cleared and pending, those are still pending from what you are telling me, which means that 3-6. hour time line is not accurate.

and I purchased this last license yesterday, so there has been many hours between yesterday and today

?

Delivered 10:50 AM

2605965089.PDF

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this invoice which shows my purchase yesterday says service term November 16th. today is November 17th and I am not able to use the service. Please speak to your supervisor and assign the license now please. much appreciated.

 

Rahul

I really apologize for the cause, I understand your concern. Please allow me a moment to chek the issue with the backend team will get this issue resolved for you.

thank you,

TOPICS
Acrobat , Admin console , Licensing , Manage account , Users and groups

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Community Expert ,
Nov 17, 2023 Nov 17, 2023

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are yoy the administrator of your company's team or enterprise subscription?

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Community Beginner ,
Nov 17, 2023 Nov 17, 2023

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Yes

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Community Expert ,
Nov 17, 2023 Nov 17, 2023

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ok.

 

i'm doubtful anything useful will happen tonight (it's the weekend in the usa) via this forum.  by monday, either your payment problem/adobe's posting payment problem will have resolved, or i can flag another adobe employee.

 

i can't think of anything else to do sooner.

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Community Beginner ,
Nov 20, 2023 Nov 20, 2023

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Still having the issues. I have three users and three products which I paid for and I am unable to assign those products to the said users. They need to either get assigned right away or I need reimbursement ASAP. 

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Community Expert ,
Nov 20, 2023 Nov 20, 2023

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i flagged an adobe employee.

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