Participant

Question

Is there a complaints forum [billing payment problem]

Forum|Forum|8 years ago
December 20, 2017
3 replies
1115 views

Is there a complaints forum

Creative Cloud

This topic has been closed for replies.

itd83733949Author

Participant

My final entry...

I emailed a lot of people that I have had correspondence with recently from adobe. I put them all in the email so one would assume that it may get a quick reply. I got a call from a Australian sales person yesterday who was traveling and would call me in the morning when in a taxi. Well this never happened as expected.

I once again rang the Australian head office and spoke again to the girl and she stated that a local Australians person would call me. Still waiting.

I did eventually get a call from a overseas call centre and they fixed the issue. Apparently our credit card will be full of debits and credits which is not what I wanted.

TomekPSE12

Participating Frequently

I don't know, what to say. It's like copy of my situation. The story is surrealistic. My "case" was 3 times closed by support, because was solved. "Solved" means only we finished the chat. "Happy Christmas" and "Have a nice day" - that's all what was solved. Not a small step forwards. I can't pay for the 4th year of subscription, 3 different credit cards I tried, my ask to remove Tax number stays my ask only. I used chats and phone calls - always call centre in India probably. Without any results... So sad we pay and couldn't expect simple professionalism.

jaredr5722063

Participant

My chat experience thus far:

You're chatting with Ngamminjum

Can you please waive my cancelation fee

Thank you for contacting Adobe Membership Services Jared. I’ll look into your account right away to view exclusive offers for your membership.

I will surely look into your account and help you with that, may I please have your phone number?

*******-9759

Thank you!

Please stay connected while I check your records.

ok

I appreciate your patience.

ok do i need to cancel first before you can waive the fee?

Your are currently under an annual Commitment / monthly Billing.

Ok I canceled now

Well,I see that you have already completed more than 4 months now, so I would like to suggest you to continue with your subscription and we will help you complete your tenure by offering you 2 free months. That means basically waiving off 2 months from the total 12 months of the contract.

We have an exclusive offer for you so I wanted to check if it interests you.

can you please refund the US$75.75 cancellation fee

not interested

please refund US$75.75 cancellation fee

I see you have cancelled it but you will not receive the refund.

Can you please refund my fee or transfer me to someone who can?

*silence*

Please refund US$75.75 cancellation fee

itd83733949Author

Participant

Ok Friday now - no call

Yesterday had 2 chat and a conversation with a support person. All 3 stated I would get a call back.

Nothing happened so I rang Adobe Australia. A lady stated she will contact the escalation department. She would personally monitor the case so I would get a call back. Nothing happened so I rang back and got another lady who stated she would do the same. No call.

Great service. Well done.

TomekPSE12

Participating Frequently

I have exactly the same problem. No calls back, always answer "problem is solved now", "I will personally care of the case". It seems Adobe doesn't monitor its support. They are nice and always positive, but don't do anything finally. I wish I had a way to contact someone, who will do something. It's a waste of time till now.

Szalam

Community Expert

There are a number of possible avenues for you, but it really depends on what you want to complain about.

What software are you having an issue with and what is the nature of your complaint?

Or is your issue with a subscription of some kind?

itd83733949Author

Participant

This is about your subscription billing system and the staff who are employed in this area. At times, it is quite dysfunctional. Today I am trying to get a billing error corrected as Adobe once again did not do as they advised me when fixing up a previous billing issue a few weeks ago. Got the assurances but then got let down. Rang Adobe Australia but they were not much help as well. Tried chat sessions, what a waste of time that was.

Emailed a sales person and got a "out of office" bounce, it stated contact my manager. Did that, she was on leave (good communication here)

Szalam

Community Expert

Not my system! I am not employed by Adobe! I just help out my fellow users in the forums. I'll have a moderator move this to the best forum spot I can think of.

Please refund US$75.75 cancellation fee

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