Lost Stock Credits

[Grafxguy]

I just logged into my account today and noticed 100+ photo credits gone. After scratching my head I noticed that our company card expired in September so as of October my account was inactive. I never once received any email or contact that this was in jeopardy. I updated the CC info today thinking the credits would show back up. They did not. I am not happy about this. Pretty sour actually.

Tried to do an online chat today. 3X sat for 45 minutes, 30 minutes and 1.5 hours and not once did any rep interact in a chat.

REALLY ADOBE!!???

-e

[bophet]

I have 50 + credit & can't use it....customer services are Horrible...no one answers

[Grafxguy]

What is even more upsetting is my last download was on November 1. It's not like a had a long dormancy on my account.

[Beverley Gray · Accepted solution]

Hi Grafxguy

As your subscription is active again, the credits should be re-instated.  I'll check why this hasn't happened yet and get it resolved.

Thanks

Bev

[Grafxguy]

Just checked this morning and nothing has been updated. The email used for my company account is [removed personal information].

[Grafxguy]

Thank you Beverley for helping restore the credits.

-e

[Beverley Gray]

You're welcome Grafxguy.

[Beverley Gray]

Hi bopheti

As your plan has been cancelled you will lose access to any unused credits.  What message did you get when you tried to license an image?

Kind regards

Bev

[bophet]

[bophet]

[bophet]

just went back in now I can download balance credit...

thanks

[Beverley Gray]

Hi bopheti

That's good, thanks for letting me know.

Regards

Bev

[Grafxguy]

This issue just happened again. I logged in on Monday and about 113 credits are gone and I wasn't billed for May. I don't even have any access to my billing info. It is as if all has been deleted. I tried doing a chat but I keep getting a message that I need to go through my ADMIN. I am the ADMIN of this stock account.

[WendellaBee]

Hi Grafxguy,

Using the Adobe ID you use here on the forums I see that your subscription was cancelled in April because it was reported as an unknown charge. If you require additional assistance please contact customer care: https://helpx.adobe.com/contact.html.

EBQ

[Grafxguy]

Thanks for getting back. What is an unknown charge? This account was opened in 2015 and has been paid up every month. The original account (sbauman) was actually my co-worker's who retired 3+ years ago. When she retired I contacted Adobe to see if they could transfer our departments current credits to my Adobe account in which Adobe said "NO". This makes no sense to me so I have kept her account open ever since because we had a large amount of paid credits. If that has changed it would actually be great to have the credits transfered to my Adobe account and continue with the membership. But as far as "unknown charge" I do not know what that is. There has never been ANY correspondence through the account. All I am asking is for the credits be restored. Here are images of my billing so my company has never missed payment. I can be reached at [REMOVED BY MODERATOR]

[WendellaBee]

Hi Grafxguy,

Someone contacted customer care about this subscription and reported it as an unknown charge in April. The subscription was canceled at that time.

EBQ

[Grafxguy]

Well, then I think there was a mistake because I did not call nor did my co-worker who has her name on the business credit card. How does this get corrected and restored? Is there documentation on who called? No one here knows of any of this.

Thanks,

-e

[WendellaBee]

I'm sorry you'll have to contact customer care for additional assistance.

https://helpx.adobe.com/contact.html

[Grafxguy]

I woud like to but there is no phone number and no way for me to contact customer service. I am the admin of this account. Why does Adobe make it nearly impossible to get in touch with anyone to actually help?

[Grafxguy]

I am still waiting on a response. If my account was cancelled then who cancelled it? Or can anyone just contact Adobe and have an account cancelled? I'm wondering how someone cancelled my account when it is IMPOSSIBLE for me to find a way to get in touch with anyone to reactivate my Stock account. I am confused why ADOBE is pushing a long-standing customer away. I believe the error is on ADOBE because nobody within my compant has contacted ADOBE about this being an unknown charge.

[WendellaBee]

Apologies Grafxguy, email notifications are not currently working. You already stated that you are using someone else's account which is not transferable. You would need to contact customer care and provide them with the appropriate information to find out what happened to the closed account.

If you have multiple profiles, personal or company, you would need to sign out of the Adobe.com site and sign in under your personal account. It appears that you are currently signed in under your company and that is why you are getting the message above.

EBQ

[Grafxguy]

Correct. The email is not longer valid but I have no way to get to any support. I need a phone number or an email. The link you sent me to too vague to reach anyone because it is not easy to find what contact I need.

[Grafxguy]

Any help would be greatly appreciated to get this account back? I am at the point the I am feeling Adobe doesn't care and I will be forced to go to another stock provider.

[WendellaBee]

Because you are not the actual holder of the account and you do not have access to the email associated with the subscription there is nothing else that can be done.

EBQ

[Grafxguy]

I am the owner. I have access to it. I have been paying on the acount since 2015. Who turned the account off? You can't provide the information nor can you provide a customer service contact. This is such a horrible customer service experience. Basically Adobe then stole over $100 in credits. Should I have my company's legal team do something? Should I file a grievence with our credit card company with a fraud claim for the past several months? Why are you making this so difficult to a paying customer?