Ordered my product onlinen through Adobe's website, paid for it via Paypal and then Adobe sends me an order cancellation an hour after Paypal submits payment. I did not authorize an order cancellation and no reason was offered as to why my order was cancelled. Called Paypal and they did not receive an order cancellation so they cannot request a refund for my payment. Called Adobe customer service, sales, and billing....no one there seems to be able to locate my order even though I have a copy of my order number. Billing has accused Paypal of submitting an unauthorized payment and says Adobe cannot keep the payment or apply it to a non-existent order and that Adobe cannot send back the payment because Paypal made the mistake. Sales cannot find that an order was ever made. Customer service cannot find my previous Adobe purchases (I have made several over the past decade) in order to back trace my order and see if there was a mistake in the system. Please just refund my money or give me my product IDs. Your Office of the President can contact me if no one is able to resolve this issue.
oh, and I've been hung up on by your customer service and billing department while in the process of trying to resolve this issue.
Unfortunately, you are not addressing Adobe here, just fellow users who cannot do anything to help you with this. And this thread is only for discussions on the forums themselves.
I'm sorry to hear you're having trouble. What product were you purchasing? Did you receive an order number with your confirmation?
Acrobat XI Pro. The order number is AD001893533.
Could you check that order # again? When I pull up AD001893533, it's for a Lightroom 2 order from 2008. When I looked up the @greenmba.com Adobe ID you used to post on the forums, I don't show any orders at all. I tried searching our database using your first and last name and only returned the same Adobe ID with no orders.
That is the order number on my email confirmation and on the order cancellation sent an hour later. It appears your system is reusing order numbers from years ago. Your customer service ran into the same problem and said that order was for someone named "Mark". My order was placed on 2/14 at 11:32 PM PST.
I am not posting my Adobe ID on here since it is my email address.
Also, the fifth customer service rep I spoke to said Adobe has been having issues with old order numbers being reused accidentally, but he did not know what the fix was. He attempted to transfer me to his supervisor, but hung up on me instead.
Can you send me a private forum message with your Adobe ID?
Here's what I believe has happened with your order so far:
Did you receive an order confirmation email for AD001895288EDU?
I have not received anything, and I certainly did not place a 2nd order. I just checked my Paypal account and there are indeed multiple payments sent to Adobe. Both were completed, so now I am out $119 twice with no software delivered. What is going on????
I'm really sorry for this. I've got my team working on this trying to get it sorted out ASAP.