Adobe Stock fraudulent charge - account fraud

Community Beginner ,
Jan 09, 2018 Jan 09, 2018

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My problem started recently when I wanted to cancel my Adobe Stock Subscription. Firstly person on the support chat informed me that there is cancelation fee. Ok, probably I didn't noticed that... my fault, I was ready to stay with them for few more moths especially when I was offered 3 months free. So pretty much good deal (even if I thought that Its quite not fair that they're not informing clients strictly when we sign in). But suddenly I went to my bank account and noticed that adobe stock charged me 2 times in december 2017 for 29.99EUR. I asked support why... and then it all started. Here's part of chat transcription:

Ewa B: Last Charge was today

  Ewa B: all of them was for 29.99 EUR

  Ewa B: There were 3 of them (9.12.2017, 18.12.2017 and 08.01.2018)

  Naveen: Thank you for the infroamtion.

  Ewa B: Why I was charged even if I signed up for 30 days free trial?

  Ewa B: Is it also something hidden in you terms?

  Naveen: No .

  Ewa B: I noticed I dont see this charge (from 18.12) in my adobe account

  Naveen: Yes I have checked with my resources you were charged for adobe stock and creative cloud student teacher plan

  Ewa B: What?

  Ewa B: I didn't ordered any cc student teacher plan!

  Ewa B: can you explain this to me?

  Naveen: It is under this email address.

  Ewa B: I dont know whose adress is it?

  Ewa B: Its a fraud?

  Ewa B: How come I dont see this in my account?

  Ewa B: My email adress asociated with my account is

  Naveen: you have the subscription of student teacher plan with this name.

  Ewa B: No I dont

  Ewa B: I don't know who  is

  Ewa B: And I don't see any subscription of this plan

  Ewa B: in my account

  Ewa B: Im not owner of this email adress

  Ewa B: that you gave me

  Ewa B: please solve this out because im really concerned right now

  Ewa B: Im afraid that somebody broke into my account

  Naveen: Ok sure I will go head and cancel your subscription for you and you have stock under

  Naveen: 

  Ewa B: WHAT?

  Ewa B: Its unbelievable

  Naveen: so as per the best resolution I will go head and cancel your subscription for you

  Naveen: I hope I am able to resolve your issue and you have only subscription under

  Ewa B: please delete all my subscriptions

  Ewa B: and give me money back

  Ewa B: You are taking fraudulent charges from my card

  Ewa B: And explain to me how did those people managed to do this?

  Ewa B: And how come I do not see this in my Adobe Account?

  Naveen: What best I can do for you is that I will go head and cancel your subscription and for you money please dispute the charges from your respective bank.

Ewa B: I must call my bank

  Naveen: so shall I go head and apply 3 free months in your subscription under

  Ewa B: Are you kidding me?

  Ewa B: Somebody is taking charges from my card

  Ewa B: And plans from my account

  Ewa B: and is paying by my card

  Naveen: Ok sure , please consult your bank

  Naveen: As per the best resolution to your concern I will go head and cancel your subscription for you and you will get the cancellation email at your end.

  Ewa B: Yes do this

It is pretty obvious that somebody broke into Your system and stole my card details - then bought subscriptions - the best thing is that I didn't even saw these plans in my Adobe Account - they were associated with different account & email adresses.

I had to call my bank and block my credit card, also I made complaint for 2 transactions taken by Adobe.

Now Ive got my card blocked, Im waiting for response from my bank about my complaint for these fraudulent charges ... sweet!

Also I've got full transcription of chat if someone would be interested...

One request for Adobe - just please for god sake secure your system better - it is unbelievable! It happened for me for the first time - Im always very careful when it comes to online payments. But this is nuts!

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correct answers 1 Correct Answer

Adobe Employee , Jan 09, 2018 Jan 09, 2018
It appears that you used another Adobe ID/email to sign up for a 2nd subscription.  The support team are working to cancel and refund the charges associated with your subscriptions and will contact you with further information when completed.Kind regardsBev

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Adobe Employee ,
Jan 09, 2018 Jan 09, 2018

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Hi Ewa

Please accept my apologies for the misinformation provided by the agent.  The charges are related to accounts in your name, and not those of other users.

I will have someone contact you to explain further.

Kind regards

Bev

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Community Beginner ,
Jan 09, 2018 Jan 09, 2018

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So You're telling me that I blocked my card for nothing?

If it wasn't fraudulent charge why I haven't seen this payment in my account, just like others? Now your support worker deleted my card info from my account and I don't see any payment history, is it normal?

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Adobe Employee ,
Jan 09, 2018 Jan 09, 2018

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It appears that you used another Adobe ID/email to sign up for a 2nd subscription.  The support team are working to cancel and refund the charges associated with your subscriptions and will contact you with further information when completed.

Kind regards

Bev

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Community Beginner ,
Jan 09, 2018 Jan 09, 2018

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Can you please stop trying to convince someone that I used another Adobe ID to buy different subscription.

SOMEBODY has used different ID/email and my card details. Not me. That's the case!

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Adobe Employee ,
Jan 09, 2018 Jan 09, 2018

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Hi Ewa,

I apologize for the terrible support experience you had and for the issues you had to face with your Adobe account.

I have all the information here for your case and I'm working on it.

Please provide me sometime here to get the issues sorted for you.

Appreciate your patience.

Regards,

Sheena

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New Here ,
Jun 08, 2018 Jun 08, 2018

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I was overcharged as well, and they keep telling they did not.  Yet my account clearly says abode charges.  I sent the a screenshot and they still denied it, I am cancelling my membership.  I do not trust these guys as far as I throw them.  They blatantly ripped me off and just left it at that.  Customer service is a JOKE. 

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Adobe Employee ,
Jun 08, 2018 Jun 08, 2018

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Hi Robert

This is being looked into - see Blatantly overcharged by adobe

Thanks

Bev

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New Here ,
Jan 08, 2019 Jan 08, 2019

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This is happening to me as well. What can be done? Those at the call center cannot see the charges and tell me to dispute the charges with my bank. Second month in a row. At this point cancelling my membership and changing my credit card seems like the only option. Thanks,

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Adobe Community Professional ,
Jan 08, 2019 Jan 08, 2019

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Contact Customer Care is the only possibility. But when those do not see the charge, it may well be that the charge comes from a different account. And that will not stop when you cancel your subscription.

Regards, Abambo
Hard- and Software Engineer and Photographer.

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New Here ,
Mar 13, 2019 Mar 13, 2019

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Hi, Adding to this post for future forum visitors. Adobe has been no help. I've cancelled my card. Disputed charges with my bank as asked by Adobe. Keep being charged, even after cancelling credit card. Adobe cannot "see" the charge on their end or at least will not tell me why they are charging me. Every time we dispute with bank, adobe provides documentation to bank for charges- will not share that documentation with my company.

Poor service. Fraudulent service.

I've spent hours trying to get this straightened out.

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Adobe Employee ,
Mar 13, 2019 Mar 13, 2019

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Hi Kim,

We apologize for the inconvenience caused to you. Have you tried contacting our support team? If yes, could you please share the case reference number so that we can look into the interaction and can further assist you?

Regards,

Twarita

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New Here ,
Mar 18, 2019 Mar 18, 2019

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Yes, I have tried contacting your support team – via call center, online chat, facebook and this forum. Here is one of the case numbers for reference.

ADB-5753276-Z2Y6

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Adobe Employee ,
Mar 18, 2019 Mar 18, 2019

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Hi Kim,

Please check your private message.

Regards,

Twarita

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