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Charged for Adobe Stock after canceling the trial

New Here ,
Apr 15, 2019 Apr 15, 2019

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Hello,

I'm subscribed to the photography plan since March (Photoshop + Lightroom + 20Gb Cloud), costing 12,29€/month. It was offered me a free month of Adobe Stock, which I used (as it was an offer) and canceled it two days before the payment day.

Still, I paid a 49,18€ bill this month, which includes my main plan plus the Adobe Stock, which was supposed to be an offer and was properly cancelled.

As I cancelled it and won't be using it anymore, I would like to ask for a refund.

Thanks in advance!

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Adobe Community Professional ,
Apr 15, 2019 Apr 15, 2019

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Please just check if you got the cancel message?

Contact Customer Care to handle any open problem. If you got the cancel message (per e-mail), you will be refunded. Allow 5 to 7 days for this to happen. If not contact customer care. If than the problem is still current, post back here.

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
Apr 15, 2019 Apr 15, 2019

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Hi Abambo,

Thank you for the quick answer. I did receive a cancel message - 10 days ago - confirming that my Adobe Stock would be canceled also 10 days ago (5 April). Still I have been charged the extra 36,89€ three days after that confirmation message (8 April). I thought that I wouldn't be charged that extra money in the first place.

I couldn't successfully contact Adobe by phone. The Portuguese phone number apparently can't be reached by personal phones (??), as I have been told when trying to proceed with the call. I can't find any other way to reach customer care.

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Adobe Community Professional ,
Apr 16, 2019 Apr 16, 2019

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Didn't you try chat?

I asked an Adobe staff member to look at this thread. If contacted, be sure they bear the STAFF badge and an Adobe logo with their name.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
Apr 16, 2019 Apr 16, 2019

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Hi Gui,

I will escalate this to the concerned team & update you as soon as they respond. It might take some time, please excuse the delay.

Thanks

Rajashree

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New Here ,
Apr 17, 2019 Apr 17, 2019

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Thank you, Abambo and Rajashree. Will wait for an update.

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New Here ,
Apr 29, 2019 Apr 29, 2019

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As it's been almost two weeks without any further update given on my situation, I'm opening a new thread soon.

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Adobe Employee ,
Apr 29, 2019 Apr 29, 2019

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Sheena Kaul

Can you assist here please? I don't see any support record for this issue.

EBQ

EBQ

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Adobe Employee ,
Apr 30, 2019 Apr 30, 2019

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Sure Wendy!

I am checking with Rajashree Bhattacharya​ for updates.

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New Here ,
May 03, 2019 May 03, 2019

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Hello everyone,

Any updates? If possible, I'd like to see my situation solved before the next payment day (8 April), as it's been half a month since I opened this thread.

Thank you in advance.

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Adobe Community Professional ,
May 03, 2019 May 03, 2019

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gui.c  wrote

(...) before the next payment day (8 April)

I suppose 8th of May?

ABAMBO | Hard- and Software Engineer | Photographer

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New Here ,
May 03, 2019 May 03, 2019

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Yes Abambo, 8th of May. My bad.

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Adobe Community Professional ,
May 04, 2019 May 04, 2019

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Let's see what Sheena Kaul​ has to say.

ABAMBO | Hard- and Software Engineer | Photographer

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Adobe Employee ,
May 06, 2019 May 06, 2019

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rajshreeb82790471​ is already working on the request.

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Adobe Employee ,
May 06, 2019 May 06, 2019

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Hi Gui,

The order# ADB054485002PT purchased on 08 Mar 2019 consisted the bundle of the Creative Cloud & the Stock plan. The Stock plan has been cancelled but the Creative Cloud plan is still active & that is being charged.

Thanks

Rajashree

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New Here ,
May 07, 2019 May 07, 2019

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LATEST

Hello Rajashree,

I confirm that on March 2019, I purchased the Creative Cloud plan, which was the plan I wanted in the first place. While purchasing that plan, I accepted what was supposed to be a 30-day Adobe Stock offer and canceled it two or three days before it would end. Still, I was charged for the Stock - the 30-day offer - in the following month, April.

I have paid 49,18€ on 08 April, instead of paying 12,29€, for a service (which was supposed to be an offer) that had been canceled. That is the reason I opened this thread asking for a refund of those 36,89€ of the Stock offer that I canceled before the payment day.

Thank you,

Gui

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