Welcome Dialog

Welcome to the Community!

We have a brand new look! Take a tour with us and explore the latest updates on Adobe Support Community.


Locked

[LOCKED-new thread started] Credit card information change

New Here ,
Oct 12, 2012 Oct 12, 2012

Copy link to clipboard

Copied

My Creative Cloud account was suspended after 3 months. I went and checked my account information to see why and discovered that several pieces of my credit card information had been altered. Here is my conversation with the Customer Service person. Either he doesn't understand how the system works or he has been instructed to act dumb. He tries to blame my bank. But the information is stored on the Adobe payment system and my bank would have no reason or way to change my info.

 

Something is fishy and Adobe won't admit it.

 

Amit: Hello! Welcome to Adobe Customer Service.

Amit: Hi Karl.

Amit: May I please have your email address registered with Adobe while I review your request?

Karl Backus: I just entered all that.

Karl Backus: So the information on my credit card was wrong. It has been altered.

Amit: Thank you for the email address.

Amit: Could you please elaborate your issue more clearly?

Karl Backus: Creative cloud has been crashing and popping up a window that says I need to renew.

Amit: Thank you for the confirmation.

Amit: I will be glad to check and help you with this issue.

Amit: Could you please provide me the order number?

Karl Backus: I went to check my account information and the expiration date, the company name, and the address were all wrong. I have had this account since July and the billing has worked. I have not adjusted the credit card information. So someone on your end has been in there changing it.

Karl Backus: XXXXXXXXXXXXX

Amit: Thank you.

Amit: Please allow me 2-3 minutes while I check with the information.

Karl Backus: And I see my phone number is wrong. Sheesh!!!

Amit: Okay.

Amit: I have checked with the account details and see that there is only one order under your account and which is of Creative Cloud membership one-year and placed on Jul. 05, 2012 .

Amit: I have checked with the transaction details and see that there is no wrong charge under your account.

Amit: In this case I kindly request you contact bank on more information on this.

Karl Backus: Why was my subscription suspended?

Karl Backus: Why was my information changed?

Amit: I see that the subscription is active.

Karl Backus: why was my credit card information changed?

Amit: I am sorry in this case please contact bank.\

Karl Backus: No. It was the information on your site.

Amit: Is there anything else I can help you with?

Amit: Are we still connected?

Karl Backus: You havent helped me. Why was my information on your site altered?

Amit: Just to confirm, do you wish to change the credit card info?

Amit: Are we still connected?

Amit: Since we have not heard from you for some time, we will now end this chat.  Please click to chat with us again if we can be of further assistance.

Amit: Thank you for contacting Adobe.  We are available 7 days a week, 24 hours a day. Goodbye!

TOPICS
Billing

Views

1.3K

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 12, 2012 Oct 12, 2012

Copy link to clipboard

Copied

Hello. I've escalated this situation to one of my coworkers in support.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Oct 12, 2012 Oct 12, 2012

Copy link to clipboard

Copied

Thank you Terri. Obviously, it makes me nervous and frustrated.

I appreciate you speedy response.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Employee ,
Oct 12, 2012 Oct 12, 2012

Copy link to clipboard

Copied

I understand. Hopefully we'll get you sorted quickly.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Sep 30, 2021 Sep 30, 2021

Copy link to clipboard

Copied

This has just happened to me but no acknowledgement from the adobe support person as you say, they try to blame the bank but it details held by adobe that have changed

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Sep 30, 2021 Sep 30, 2021

Copy link to clipboard

Copied

LATEST

Closing outdated thread as I see you have started a new one.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines