OMG! Customer service train wreck, problem still not resolved...

New Here ,
Jan 07, 2020 Jan 07, 2020

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Connecting you with a specialist as soon as possible.
 
 
You are now connected to Abishek, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
 
Hi Abishek; I reached out on December 1st because my 10 images for November - December were never made available. We're now in a new billing month and my images for December - January aren't available either.
 
Abishek
 
Let me transfer you to an agent who can assist you better.
 
 
Connecting you with a specialist as soon as possible.
 
 
You are now connected to Shivangi, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
 
Me: Hi Shivangi, I reached out on December 1st because my 10 images for November - December were never made available. We're now in a new billing month and my images for December - January aren't available either.
 
Shivangi
 
Hello Laura I will be happy to assist you
 
Me: Awesome, thanks
 
Shivangi
 
As I can check cc all apps is cancelled.
 
Me: I've been paying the subscription, next due date is Jan 17
 
Shivangi
 
Okay
Do you want to place order again?
 
Me: It looks like they've just taken 31.79 from my account?
 
Shivangi
 
Yes that is for cancellation.
 
Me: I'm confused. I'm reaching out about my account for creative cloud all apps and adobe stock. i didn't cancel that plan.
 
Shivangi
 
What is the email that you use?
 
Me: they took their money in november and december but never provided the stock images that i was supposed to get.
 
Shivangi
 
What is the email that you use?
 
(provided my email)
[Moderator deleted e-mail reference]
Me: the 10 assets a month hasn't been active in a while that i know of
i mean the additional 10 assets a month subscription
 
Shivangi
 
As I can check both the plans are active
 
Me: okay, but i have 0 licenses available. when i click on an image and say "buy license" it comes up with plan options.
 
Shivangi
 
As soon as updated payment forn next month will go
 
Me: i don't understand what you're saying... didn't they just take money from my account? they also took money in december, and november.
 
Shivangi
 
If you want I can cancel it
 
Me: can you get me someone else please. i don't think you understand what i'm trying to say.
i have the subscriptions. i've paid for the subscriptions. i haven't been getting the images that are included in my subscriptions.
i'm not authorizing you to charge anything to my account. i just want the images that are owed to me made available.
 
Shivangi
 
Okay
I can cancel the plan
 
Me: Manager please
 
Shivangi
 
As there is no other error
 
Me: cancel what plan? i never asked for any cancellation.
 
Shivangi
 
Yes
As you can see there is no problem with the plan 
Use stock.adobe.com for using it.
 
Me: yes, but when i try to license something i get a popup to purchase a plan. i'm already paying for two plans!
 
Shivangi
 
Yes use the email to login pleaserestart all.
 
 
Conversation ended (he ended it)
 
Today  10:25 AM
same thing... i signed out of stock, signed out of creative cloud, when i log in search and try to license an image, I get plan options.
 
 
We'll connect you with an agent as soon as possible. For a faster resolution, please tell us how we can help you today.
 
 
You are now connected to Shivangi, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
 
Shivangi
 
You can check
1800 833 6687
 
i've signed out and in multiple times. i've rebooted my computer. at this point, just shoot me.
 

[Moderator moved the thread to the correct forum]

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correct answers 1 Correct Answer

Adobe Employee , Jan 10, 2020 Jan 10, 2020
Hi H., Customer care has attempted to contact you via email to help you resolve your issue. Please respond to the message or contact customer care, https://helpx.adobe.com/contact.html. Reference case number: ADB-10776299-K7G2 EBQ

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Adobe Employee ,
Jan 07, 2020 Jan 07, 2020

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Hi H.,

I apologize for the way your case was handled. It appears that your case was closed instead of being escalated to the appropriate team. I will pass this on to our customer care leadership team and they will work to resolve your issue. Please let me know if you do not receive any update in the next 24 hours and I'll follow up.

 

EBQ

EBQ

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Adobe Employee ,
Jan 10, 2020 Jan 10, 2020

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Hi H.,

Customer care has attempted to contact you via email to help you resolve your issue. Please respond to the message or contact customer care, https://helpx.adobe.com/contact.html. Reference case number: ADB-10776299-K7G2

 

EBQ

EBQ

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