Adobe Stock not appearing on My Plan, yet still being billed.

New Here ,
Mar 12, 2020 Mar 12, 2020

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Hi there,

I have a problem with the Adobe Stock billing and cancellation. I've already spoken to a live chat agent but it wasn't helpful as I can't show them my screen!

I'm being charged monthly for Adobe Stock, however when I go onto My Account and look at My Plans, it doesn't appear. 

All that shows up is the Adobe Suite which is funded by my University.  Because it hasn’t showed up on My Plans, I had no knowledge of it being active, or no way to even cancel it! When I find the email for my free trial and click on my order number, which I assume should take me to a page with my order on it, it just takes me back to the page above.

I messaged live chat about it and they told me that I did indeed have an annual membership, and to cancel I would have to pay a 50% fee… however since I didn’t even know the membership to Stock was active in the first place,  I feel I should be able to have a refund as this is an error on Adobe’s behalf.

I realise this probably isn’t the best place to ask about this, however live chat wasn’t very helpful as I can’t attach any evidence screenshots.

 

Any help would be greatly appreciated.

 

Joanna

 

 

 
TOPICS
Account management, Plans and purchase, Troubleshooting

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New Here ,
Mar 12, 2020 Mar 12, 2020

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Forgot to add, I've added the screenshot as a jpg! 

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Adobe Employee ,
Mar 12, 2020 Mar 12, 2020

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Hi J.,

 

You have two profiles associated with your email address. One is the enterprise profile which is in your screenshot. The other is under your personal profile. You probably see Personal and Company or School when you sign into Adobe.com.

Please contact customer care, https://helpx.adobe.com/contact.html, for assistance with your issue.

 

EBQ

EBQ

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New Here ,
Mar 20, 2020 Mar 20, 2020

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Hi, sorry for not repyling sooner, I never got a notifcation email.

 

I contacted support before, but they told me I would just have to pay the 50% cancellation fee. I just don't feel it's very fair when I wasn't even aware I was subscribed to Adobe Stock in the first place. It wasn't made clear to me. 

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Adobe Employee ,
Mar 20, 2020 Mar 20, 2020

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Hi J.,

I've reached out to customer care and asked for assistance on your behalf. Someone should be in contact with you soon.

EBQ

EBQ

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New Here ,
Mar 20, 2020 Mar 20, 2020

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Thank you very much 🙂

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