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Participant
May 30, 2022
Answered

Billed for Adobe Stock Trial and I don't (until just now) even have an account with you

  • May 30, 2022
  • 2 replies
  • 1330 views

Going through my credit card for last month, I've found an item on 21 May:

21 May Adobe Stock Trial, 4085366000 £24.84
29.99 U.S. Dollar, USA, Exch Rate 0.8283
Incl Non Sterling Trans Fee of £0.72

 

I've literally only just created an account with you to query this. I have no subscription to Adobe and don't want one. I have two email addresses and neither were registered with you until this evening. I know this, as I attempted the "reset password" option and for both it indicated there was no account.

 

Why are you debiting my credit card and how can I find out which email address it is registered with?

This topic has been closed for replies.
Correct answer Abambo

Your credit card has probably been used in some illicit trafficing. I however doubt that this is coming from Adobe, as Adobe DOES NOT bill trials. If in UK you would get a £ charge. In addition, it is not possible to take a US subscription with a British credit card. 

 

I would contact your bank to refund the charge. 

 

If the bank confirms that the charge comes from Adobe you can contact Adobe customer care. Type "agent" to bypass the chat bot. Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

2 replies

Participant
June 2, 2022

So I've checked my credit card account and this appears to be the only fraudulent transaction that has gone through. Everything else since is valid. I'm keeping a daily check on the account to see what else happens.

I contacted Adobe to indicate that my card was being used fraudulently and the payments were effectively theft. The anonymised chat is below. In summary, Adobe refunded the amount taken and have indicated that I will not get charged further, which is the right course of action to take.

 

I would love to know who created the account and where they got my card details from. Chat is below.

 


Zarqa: Hello, I'd be happy to help you today, let me first pull up your account information and access your details.

 

Me: Ok.

 

Zarqa: I see you need help with charges.
As I have checked there is no active subscription under your account.
Can you help me with all the email addresses you have, be it work/personal or old/new other than a@b.c so that I can check the charges?

 

Me: I only have two email addresses. This is one. The other is d@e.f. 
There is no account associated with d@e.f. I checked last night. I've only created this account so I can get it touch with someone at Adobe.

 

Zarqa: d@e.f is not registered with Adobe. I'm happy to help with that. Please share the first 6 and last 4 numbers of the card which has been charged along with the amount charged and the date of the transaction.

 

Me: The first 6 are: 123456. The last 4 are: 1234
Details of the transaction are: 21 May Adobe Stock Trial, 4085366000 £24.84
29.99 U.S. Dollar, USA, Exch Rate 0.8283
Incl Non Sterling Trans Fee of £0.72
When you trace the transaction, could you tell me which email address it is associated with, please.

Zarqa: Can you confirm the expiration date of the card charged?


Me: Yes, it's 12/34

 

Zarqa: I have located the charges and checked you have been charged for an active subscription of Adobe Stock – 10 assets a month under a different account
Since the account is registered with your card , please check if any of your family members has used the payment details and provide me with all the email addresses they have. I can verify it for you if you provide the email.

 

Me: No one else has had access to my card. Which email address was it done with? My parents live in the isle of man. My brother lives in Canada.

 

Zarqa: Due to the Adobe Data Protection Policy, I cannot share the email address. However, I can verify it for you if you provide the email.

 

Me: I've given you all the emails I have.

Zarqa: I do understand. I’m here to help you. Alternatively, if you do not recognize the charge, and would prefer to cancel the subscription, I am happy to cancel the subscription for you today. Can you confirm if you’d prefer to cancel the subscription?

 

Me: Specifically, I want you to stop any further payments taken and to refund the one that shouldn't have been taken. I'm guessing that someone has obtained the card details and it's a fraudulent transaction. I don't mind administratively how you handle that at your end, whether you call it refund, or cancel or whatever. It's theft.

 

Zarqa: I have initiated the refund that will be credited to the payment medium registered within 5-7 business days. I confirm I have cancelled the plan successfully and you won’t get charged further.

 

Me: Ok, thank you. Am going to contact Barclaycard and get a stop put on the card.

 

Zarqa: Happy to help. You may receive an email with a survey link. Please take a moment to rate your experience and help us improve. Thanks!

 

 

Abambo
Community Expert
Community Expert
June 3, 2022

Thanks for the feeback. You still could do a complaint with your local police. 

ABAMBO | Hard- and Software Engineer | Photographer
Abambo
Community Expert
AbamboCommunity ExpertCorrect answer
Community Expert
May 31, 2022

Your credit card has probably been used in some illicit trafficing. I however doubt that this is coming from Adobe, as Adobe DOES NOT bill trials. If in UK you would get a £ charge. In addition, it is not possible to take a US subscription with a British credit card. 

 

I would contact your bank to refund the charge. 

 

If the bank confirms that the charge comes from Adobe you can contact Adobe customer care. Type "agent" to bypass the chat bot. Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

ABAMBO | Hard- and Software Engineer | Photographer