Charged for an account I did not make.

New Here ,
Mar 31, 2021 Mar 31, 2021

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Hello!

 

Long Post, but please, please help. I am being charged for an adobe stock prescription for an account I never even made (I was being charged for an account I did not even have awareness of or access to). I do not have the money or need for this service. Please help me. somebody. 

 

I have been charged for an account I did not make. I made an account with my student email, did the trial, canceled, but I was being charged! I spoke with support and they told me that I had canceled my trial and should not have been charged. They told me there was another account.  I have spoken to support repeatedly and at first, they did not have any solutions for me. They said they could see which card, but I wasn't giving them the right email. I went through all of my old emails, gave them all of them, to no avail. 

 

FINALLY. I found which email I supposedly made an account with and did a trial and put in my credit card. I went to "log in" with that email (I was VERY confused, as I was 100% sure I did not do that. I don't use that email for these kinds of things) and its turns out the account didn't even exist and that I had never set a password. I have screenshots of this message to prove this.  I was being charged for an account I wasn't even able to access and 1. Know I even had 2. Be able to cancel 3. be able to use the images I supposedly signed up to use. 

 

I contacted support AGAIN and they said sorry, it's a contract and there is nothing we can do. 

 

I contacted them again (on the phone), explained the situation and the person just kept asking me the same question over and over (word for word). She then transferred me to billing, where I was on hold for over an hour. There was occasional elevator music that would last for about 1 minute (3 times total), and then the rest of the time it was this frustrating static sound. I gave up after an hour as there was no indication of wait times or if I was even on hold with the right people. 

 

This feels like actual fraud. 

 

I am at my wit's end trying to figure this out. I am a student who is in a hard sciences program and I have no need for stock images. I also cannot afford the 29.99 a month. 

 

I thought I had successfully canceled it, only to find out it was just a 3-month reprieve followed up by being charged again. 

 

Any suggestions on how to proceed? I am frustrated and I am out of ideas on how to proceed. I have been frustrated and disappointed with customer service and I feel manipulated and tricked. 

TOPICS
Account management, General, Plans and purchase, Terms of use

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Most Valuable Participant ,
Apr 01, 2021 Apr 01, 2021

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It does feel like actual fraud. Since you say you never set up this Adobe ID, then someone else must have - someone with access to your card. Check around, and see if you can find who's done it. If sure it's nobody near, report it as card fraud and have the card cancelled.

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Adobe Employee ,
Apr 01, 2021 Apr 01, 2021

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@MewStudent20,

Please contact customer care, https://helpx.adobe.com/contact.html, for assistance with your issue. Click on the chat icon in the lower right portion of the page. If you are unable to see this feature you may need to scroll down before it will appear or set your browser to private or incognito mode.


EBQ

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New Here ,
Apr 01, 2021 Apr 01, 2021

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I have already done this. Twice. to no avail. I have talked to support
multiple times


--
Thank you,
-Megan


________________
Megan Wright, SPT
Doctor of Physical Therapy Student
University of Southern California
Class of 2022

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Adobe Employee ,
Apr 05, 2021 Apr 05, 2021

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I'm sorry but customer care is who can help you with this issue. If this a fraudulent charge against your credit card then you would need to contact your financial institution.

EBQ

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