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B
BrandFormat
Participant
November 23, 2019
Answered

Adobe Stock charged me for 5 credits plan wrongly.

  • November 23, 2019
  • 2 replies
  • 375 views

I have a plan for team and individual account. Recently I tried to purchase a 5 credits plan for team but I received information is an issue with my account and I have to switch to individual account. Then I switched to the individual and purchased the credits and I used them for downloading 5 images.

After 2 days (it has been during weekend) checked my bank account and I was unpleasantly surprised that Adobe charged me twice for 5 credits plan! Once from team account once from individual account. But I received only 5 credits not 2 x 5 credits plan! I informed Adobe about situation via chat. Of course I had been switched many times to anoher specialist in India, but they did not find any problem. Finaly they confirmed that they charged me twice. And that's all. Now they sent me an email, that they are waiting for my rensponse, otherwise they will close my issue completed. I do not know what I should send to them? What the f.. ?

Is anybody had an issue like me? Any help how to get my money back?

This topic has been closed for replies.
Correct answer WendellaBee

Hi O.,

I've reviewed your transactions and I only see one successful transaction for 5 credit packs. All others failed. You will need to check with your bank and if you find that this is not the case you'll need to contact customer care here: https://helpx.adobe.com/contact.html

 

This is not something that the forums can assist you with.

 

EBQ

2 replies

WendellaBee
Adobe Employee
WendellaBeeCorrect answer
Adobe Employee
November 25, 2019

Hi O.,

I've reviewed your transactions and I only see one successful transaction for 5 credit packs. All others failed. You will need to check with your bank and if you find that this is not the case you'll need to contact customer care here: https://helpx.adobe.com/contact.html

 

This is not something that the forums can assist you with.

 

EBQ

B
BrandFormatAuthor
Participant
December 1, 2019

Hi, its OK finally bank did not charged the second transaction.

Tacafy大尉
Tacafy大尉
Legend
November 24, 2019

bartk83035237 Good morning.
The e-mail you sent will probably give you a case number (a string starting with ADB-).
I also received an email after using support.

In this case, Adobe seems to have recognized double billing, so there is no need to send anything, but you will need to contact support again.
In that case, tell the continuation of the case number that will be included in the email sent to the person in charge.

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