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Worst customer experience

New Here ,
Dec 02, 2022 Dec 02, 2022

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In 2021 my card was charged for Adobe stock unbeknownst to me. Didn't realize it until I was looking at my account to switch my card for auton renewal for Photoshop this September. When I contacted Adobe through Chat I told them that the original payment method had been closed and no longer existed. I was given a link to provide a new card in which they could process the refund. I thought nothing of it until I never received the refund. 

 

 

 

I have been going around in circles trying to get my money refunded to the correct card. I have contacted the bank that the original card was through and confirmed that they never received the payment because my account was closed. I have talked to about 5 supervisors who say they'll call back and resolve it. I have barely received calls. I have talked to numerous individuals and one even offered me $130 less than entitled and told me he was sorry that was all he could do. I've been told over and over (including in an email this morning) that they've already refunded it and to check my bank. I have told them over and over that they did it to the wrong card and I have provided the new card details over and over. 

 

 

 

No one gets it. I've provided proof that my bank has not  received the payment and that my account had been closed. 

 

 

 

I am tired if this merry-go-round. I just want my refund for something I never wanted nor used. I want someone to understand and do the right thing. 

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Community Expert ,
Dec 02, 2022 Dec 02, 2022

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these are user forums.  you need to contact adobe support.

 

use a browser that allows popups and cookies and contact adobe support by clicking here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human

p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

p.p.s. you can also use twitter to tweet @AdobeCare

p.p.p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

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Adobe Employee ,
Dec 02, 2022 Dec 02, 2022

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I apologize for the experience you've had with our customer care team. I can see that your case is still open and I've asked our customer care leads to follow up you.

 

To avoid this issue in the future do ensure that your contact information/email address is up to date for your account. You can manage this via https://account.adobe.com. Adobe sends confirmation emails for purchases and will send notices if there is any problem with your payments or billing. If you are not receiving these you may want to confirm that these messages are not landing in your junk mail folder.

EBQ

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Adobe Employee ,
Dec 02, 2022 Dec 02, 2022

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LATEST

HoleyColey, to add to EvilBugQueen's response, you can use the process listed in https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html to review and make any updates to your active support case ADB-26732041-V5Y2. Your case is currently pending our response, so there is no action for you to take at this time, HoleyColey.

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