Refund for subsciption I havent purchased

New Here ,
Feb 03, 2020

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Hi.

I just recently noticed that I have been charged for a subscription of Adobe stock which I have not signed up for, and only used when I was taking part of the 1 month trial I was offered. This has been going on for about 3 years, and the reason for me not noticing is that the stock and the creative cloud subscriptions gets charged on different days and in my currency is roughly the same amount and the fact that I am not using it since I did´nt know I had that subscription.
Now when I tried to cancel it I got a warning that I will have to pay a cancellation fee because the subscription runs for another year. 
Can someone please help me out here? I would like some kind of refund, and for the stock subscription to be terminated.


Best regards

Matilda

Hello Matilda,

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

EBQ

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Refund for subsciption I havent purchased

New Here ,
Feb 03, 2020

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Hi.

I just recently noticed that I have been charged for a subscription of Adobe stock which I have not signed up for, and only used when I was taking part of the 1 month trial I was offered. This has been going on for about 3 years, and the reason for me not noticing is that the stock and the creative cloud subscriptions gets charged on different days and in my currency is roughly the same amount and the fact that I am not using it since I did´nt know I had that subscription.
Now when I tried to cancel it I got a warning that I will have to pay a cancellation fee because the subscription runs for another year. 
Can someone please help me out here? I would like some kind of refund, and for the stock subscription to be terminated.


Best regards

Matilda

Hello Matilda,

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

EBQ

TOPICS
Account management, Plans and purchase

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Feb 03, 2020 0
New Here ,
Feb 03, 2020

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Just had a similar issue. I signed up to access 1 template 3 months ago, then they took a monthly fee until I cancelled the payment, they then tried to chase me and charge me a 50% annual commitment fee. I had to challenge them and suggested that this needs looking into by ‘trading standards’. At which point the customer service chat advisor said that she could get the charge removed and cancelled it there and then.

 

complain and see what happens

 

good luck!

 

BB

 

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Feb 03, 2020 0
Adobe Community Professional ,
Feb 10, 2020

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Yes, sometimes it helps to be friendly but determinated to get satisfaction. I just want to point out that even that you didn't probably read the terms that still you agreeded with them when you took the subscription. 

 

Happy that you got satisfaction.

Regards, Abambo
Hard- and Software Engineer and Photographer.

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Feb 10, 2020 0
Adobe Employee ,
Feb 03, 2020

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Hello Matilda,

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

EBQ

EBQ

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Feb 03, 2020 0
New Here ,
Feb 04, 2020

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Thank you for responding. I was in contact with the customer care representative yesterday. However, the rep that I was in contact with did not at all answer my questions or tried to come to any conclusions in the matter. The main thing the rep said in their replys to me was various ways of trying to make me buy the product I said I did´nt want in the first place.
That is mainly the reason for me taking the issue over here.
Is it best to have another try at it with the customer care reps or is there other ways to get someone to look in to the matter?

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Feb 04, 2020 0
Adobe Employee ,
Feb 04, 2020

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Hi Matilda,

I apologize for our over zealous retention attempts. Yes you'll need to talk to someone in customer care to request a refund. When you contact them again provide your case number. If you don't have it I can message it to you.

 

EBQ

EBQ

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Feb 04, 2020 0
New Here ,
Feb 09, 2020

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Hey.

It would be great if you could message me the case number. I don´t have it saved.


Thank you!


Best

Matilda

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Feb 09, 2020 0
Adobe Community Professional ,
Feb 10, 2020

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It happens from time to time to get an overactive support agent. Be persistant, keep the records of your chat, if you use chat and ask to talk to a supervisor if you do not come to a conclusion. I doubt, however, that you can claim a refund for the full 3 years.

 

Post back here if you do not get a solution.

Regards, Abambo
Hard- and Software Engineer and Photographer.

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Feb 10, 2020 0
Adobe Employee ,
Feb 10, 2020

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Hi Matilda,

I've sent it to you in a private message.

EBQ

EBQ

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Feb 10, 2020 1
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