"Transparent" background not transparent

[jennifera40542144]

I bought two adobe stock vector images today, both of which said they were vector files with transparent background and both are showing the checkerboard background. I tried looking to see if there was a layer I could delete and there was not. Is there a way to solve this? I opened both images in both illustrator and photoshop and couldn't find multiple layers in either program on either image.

Stock ID 329576365

Stock ID 333782899

[jacquelingphoto2017]

Hi Jennifer,

Sorry about the late response to your post. Have your tried the suggestion at https://community.adobe.com/t5/stock/refund/td-p/11241286?page=1 ?

Best wishes

JG