getting charged despite cancel

[angella348541124mdh]

sure... tell me I'm wrong and declare the thread locked.  LOL

Fact:  You go to help and ask for a real person on chat and the response is that you must log in and have an active account. 

Fact:  I cancelled my plan 34 days ago and received the confirmation email. 

Fact:  Received an email about my payment being unprocessed so Adobe was suspended until I updated my payment plan. 

Fact:  You may not know that I "didn't make a mistake" and chose to close the thread to preclude any response.

[moderator deleted inappropriate language]

[moderator changed the subject for clarity]

[Jill_C]

You replied to a thread that is now nearly 6 years old, and that's why it was closed. If you still have a problem with Adobe that the Community can help with, please post your request here. 

[angella348541124mdh]

You're a "community expert" not an employee or the person who declared the thread closed.  You may wanna not pull your answers out of dark places. 

[Jill_C · Accepted solution]

What? You resurrected a thread that was nearly 6 years old, but were unclear as to what your problem was. As to pulling "answers out of dark places", I didn't give you any answers because I didn't know what the problem was. There are no Adobe employees participating in this thread, so you can either take note of the advice provided above by @Abambo, another Community Expert, or find another way to get the attention of Adobe Customer Service.

[angella348541124mdh]

Actually, what I did in that "resurrected thread" was agree that Adobe had a tendency to bill even after cancellation.   And relayed my story.  And then you stuck your nose into this thread and advised me as to why that thread was closed.  Unless you are the person who closed it  then you are pulling theories out of dark places and probably should not do so. 

[Abambo]

@Jill_C is correct. But you know that.

[angella348541124mdh]

I do not concur with your "correct answer", but you're the moderator and have that power I suppose.

[Abambo]

Fact is that I have a test account with no plan attached:

You answered to a 5 years old thread and the Adobe people in that threat do not work anymore for Adobe or have taken over other responsibilities. You are welcome to post your issues here, but there will be a minimum of civility asked. 

---

@angella348541124mdh wrote:

Fact:  You may not know that I "didn't make a mistake" and chose to close the thread to preclude any response.

---

You made a mistake by assuming that the plan was monthly instead of annual. It is clearly noted, when you take the plan, that you will take an annual subscription. In addition you get those conditions including the cancelation terms send by e-mail, when you took your plan.

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, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.

For support via Twitter:
https://twitter.com/AdobeCare

(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)

Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and check if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.
If in doubt, ask the forum.

[angella348541124mdh]

Except that the "mistake" you claimed I made was that it was not nearly impossible to contact someone about them billing me 34 days after I cancelled my contract.  I wasn't complaining about the yearly contract even though it was not clearly indicated at the time I signed up.  I was complaining because they were still attempting to bill me.   You told me that you knew of people who had received help without an account and that I must be mistaken. 

Also.. not sure what the screen shot is but it is not the result of any conversation I had.  Or if it was it predated my latest issue by years and was not related to it in any way shape or form. 

[Abambo]

That screenshot is my attempt to contact Adobe customer service on a test account I use to check what "ordinary" users see. This account has no plan attached. According to your sayin, it is not possible to contact Adobe support via chat with no plan attached. The screenshot is the proof that it is possible. I did it, because I wanted to check your saying. 

There are all sorts of people issuing different claims, and each time, I try to verify their claim myself if possible.

Nobody said that this was you contacting Adobe customer service. 

[angella348541124mdh]

Also, the "chat" keeps telling me to connect to a person I must log in... and when I did it told me I didn't have an active subscription and needed one for actually connecting to people.  Kinda the point... I don't have one... in spite of you choosing to bill me for it.

[Jill_C]

You said, "in spite of you choosing to bill me for it." Again, you are not addressing Adobe directly here in this forum. 

[angella348541124mdh]

Fine.  Adobe.  So then Abambo is even less knowledgeable about the situation at hand as a random software engineer than even a software engineer at adobe. 

That adobe no longer frequents this place is not surprising.  It must have been difficult for their employees to deal with actually seeing the constant customer complaints about their crappy customer service and billing processes. 

[Abambo]

That adobe no longer frequents this place is not surprising.  It must have been difficult for their employees to deal with actually seeing the constant customer complaints about their crappy customer service and billing processes. 

By @angella348541124mdh

The customer service is not crappy! The billing process works. How do I know that? Well, I took a plan and I cancelled it and all went very well. And I did that to see first hand what users experience. 

But we are not here to argue, but to help. Is your problem solved?

[Abambo]

I have no active subscription and I got a real human on the other side. And I would have been able to talk with Ankita all day!

[angella348541124mdh]

"want to" or not, this is actually pretty normal for Adobe... even now in 2024 when the monthly subscription I thought I was was signing up for turned out to be an annual one.  I cancelled 30 days before renewal, received the cancellation confirmation and 34 days later received an email that my subscription was being suspended as they couldn't process my payment.  

I contacted Adobe (not that you make it easy... see you can't use chat without an active subscription and according to the web page I don't have an active subscription... not sure what you're billing me for).  I managed through extensive google searches and a couple of phone numbers to finally find someone who told me that first that it was cancelled and nothing to worry about and when I pointed out that you were still trying to take mone I was told yes my plan had been cancelled but not my contract???? [moderator deleted inappropriate language]?  When asked why I was looking at an email telling me I had successfully cancelled my subscription and would revert to the free plan at the end of the billing period she told me she'd completely removed the contract and would send me a refund for December.  We'll see.  

Some things just never change... and Adobe being a bunch of hacks whose response to poor customer service is to make it harder to reach them to complain about it is just one of those things.

[moderator detached from a very old thread and merged here]

[Abambo]

Looks very annual to me: 

And I know of people who have been able to contact support without an active plan. So I don't know if you have not made an error.

[angella348541124mdh]

While "inappropriate language" is not beyond me, I don't recall of any used in this.  But hey... fill yer boots. 

[ANDREA37617848el78]

Have you got anywhere with this! it's precipitating me off!!

[Jill_C]

Not sure what your question is. Perhaps you should start a new thread rather than resurrecting an old one.

[sokhiba380637692y9j]

I canceled my trial last night and I had confirmation email saying I did and you still took money from my account, I'm so angry and I want my refund

[Jill_C]

Scroll back in this thread and read about how to contact Adobe customer care directly. Customer Care personnel do not check this forum, so won't take any action based on your complaint here.

[Abambo]

I canceled my trial last night and I had confirmation email saying I did and you still took money from my account, I'm so angry and I want my refund

By @sokhiba380637692y9j

Check at https://account.adobe.com/plans if you do not have an additional plan. If you have cancelled the moment that the charge was issued, you will get charged and need to get a refund. The refund is automatic if you cancel in the first 14 days of your paid subscription. If you cancel after that date, and you have an annual subscription, the charge is half of the remaining due and a refund is not issued.

If you think that you cancelled and got charged by error, you will have to contact Adobe customer care. Only they can help you in that case.

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, you need to accept cookies! If the chat window fails to open, or is non-responsive, use a different device and/or browser to start the interaction.

For support via Twitter:
https://twitter.com/AdobeCare

(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)

Important: Adobe does NOT contact you unsolicited by e-mail or direct message. If you get contacted by direct message from a person, claiming to be an Adobe employee, look at that profile and check if they bear the “Adobe Employee” marking under their name. Adobe support does not use Skype to give you support.
If in doubt, ask the forum.