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Complaint - money taken out with no authority and advice

New Here ,
Dec 21, 2018 Dec 21, 2018

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I've just done by christmas food shopping.  I came to pay.  No funds.  Why? Because Adobe just took $178.16 out of my account.  With no advice at all.  $178.16! What for?

I contacted your office earlier to cancel this subscription. Which I cancelled in the previous month.  I realised, however, the cancellation was only from October 2019. 

Having already taken $39.59 yesterday, I was expecting a refund.  The customer rep I spoke with alluded that a refund would be due.

At no point was an extra charge of $178.16 mentioned in the discussion.

Please respond.

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Adobe Employee , Jan 01, 2019 Jan 01, 2019
Simon,As per our records, the amount of 178.16 AUD has already been credited to your account.Please check and confirm the same.Regards,Twarita

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Adobe Employee ,
Dec 24, 2018 Dec 24, 2018

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Hi Simon,

Sorry to hear that you are facing issues with Adobe Stock services.

I have checked your account details and noticed that you had signed up for Adobe Stock 10 images per month(one-year) plan on 19 Oct 2018.

The subscription was cancelled after the 18th of December and that is the reason you were being charged 178.16 AUD(i.e the early termination fee). If you cancel within 14 days after the beginning of the second month’s billing cycle, you’ll be fully refunded. If you cancel the service after the 14th day after the beginning of the second month’s billing cycle, you’ll be charged 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period.

For more information, please refer to Adobe Subscription and Cancellation Terms | Adobe

You may also reach out to our support team Support FAQ: How can I contact Adobe for support?  for further assistance.

In case you are unable to reach our support through the above-mentioned link, please see Contact Support FAQ: Unable to reach support through the "Contact US" link

Feel free to update this thread in case of any additional questions.

Regards,

Twarita

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New Here ,
Dec 27, 2018 Dec 27, 2018

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Hi Twarita

Thanks for your message. I exchanged messages with Parnika at Chat support on Saturday 22/12 at 9:59am. I wanted to cancel my stock photo subscription after an additional monthly charge was taken from my account, with no apparent notification.

I previously cancelled this subscription online when I received the first deduction in November 2018.  So that would have been within the 14 days that you talk about.

Parnika arranged for the cancellation and said she would try to stop charges hitting my account and if that wasn't possible, she would initiate a refund.

I was completely shocked then to find rather than a refund occurring, that $178.16 was taken out of my account.

At no point in my conversation with Parnika did she say that Adobe would be deducting any further money from my account.  Parnika stated the opposite.

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Adobe Employee ,
Dec 28, 2018 Dec 28, 2018

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Simon,

I apologize for the trouble that you have faced.

The credit memo has already been created but there seems to be a concern at our end and hence the amount hasn't reflected in your account. Please allow me some time, I am getting this escalated to the concerned team who will help you with the refund.

Appreciate your patience.

Regards,

Twarita

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Adobe Employee ,
Jan 01, 2019 Jan 01, 2019

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Simon,

As per our records, the amount of 178.16 AUD has already been credited to your account.

Please check and confirm the same.

Regards,

Twarita

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