Been charged twice this month for creative cloud. Why?

New Here ,
Mar 15, 2018 Mar 15, 2018

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Trying to get through to customer service is proving to be a pain and this month my creative cloud charge has came off twice, once on the 12th (monday) and the second payment today. These payments were £24.96 each so pretty annoyed. How do I go about sorting this?

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Adobe Community Professional ,
Mar 15, 2018 Mar 15, 2018

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This is a public forum, not Adobe support... other users here can't help

-you need to click the link below to contact Adobe staff to help

While the forums are open 24/7 you may not contact Adobe support at all times

Chat help: Mon - Fri  5am - 7pm  (US Pacific Time) <=== NOTE DAYS AND TIME

Be sure to remain signed in with your Adobe ID before accessing the link below

Creative Cloud support (all Creative Cloud customer service issues)

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

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Adobe Employee ,
Mar 15, 2018 Mar 15, 2018

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Hi Ross,

We're sorry for the inconvenience!

Our team is already aware of this issue and is working towards resolving the same. Kindly allow us some time.

Thanks

Kanika

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New Here ,
Mar 16, 2018 Mar 16, 2018

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Interesting, I was also charged twice but support team have consistantly told me that only one payment was taken. My bank statement cleary shows a duplicate payment. I have been cut off from support chats and found it impossible to get a resolution.

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New Here ,
Mar 15, 2018 Mar 15, 2018

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No problem thanks for the quick response

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New Here ,
Mar 16, 2018 Mar 16, 2018

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Me too. More than £50 deducted twice!

Impossible to get through to them. Disgraceful.

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New Here ,
Mar 16, 2018 Mar 16, 2018

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Spoke to a girl in my college and she has had the same happen to her. We're both in the UK. Must be a really big balls up on Adobe's part

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New Here ,
Mar 16, 2018 Mar 16, 2018

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Same problem here. Got double charged this month. No explanation whatsoever why this occurred.

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Adobe Employee ,
Mar 16, 2018 Mar 16, 2018

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Hi All,

Adobe is aware of this issue and we are working diligently to get this resolved. Kindly allow us some time.

Thank you for your patience!

Regards

Kanika

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New Here ,
Mar 16, 2018 Mar 16, 2018

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Same problem here. Have been charged on the 12th and on the 14th again.

Customer Service is no help, told me that only one payment was taken out of my account though my bank statement proofs that this is not true.

They opened a case file and since then heard nothing from them, no answer to my request or at least an update.  I am left in complete limbo for two days now, not knowing what's going on or when the double booking will be refunded. Disgraceful.

Not to mention that because of the double booking my bank account went into overdraft and I have to pay fees for that now.

This company just lost a customer, will cancel my subscription as soon as possible!

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Adobe Employee ,
Mar 16, 2018 Mar 16, 2018

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Hi Bellablöd,

We're sorry for the inconvenience.

There was an issue with the payment processor that resulted in a duplicate charge and they are in the process of arranging for the refund to be issued. Kindly allow some time to get this resolved.

We appreciate your patience.

Thanks

Kanika

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New Here ,
Mar 22, 2018 Mar 22, 2018

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This has also happened to me. I got charged on the 12th and then again on the 14th? Why?

Customer service is hopeless and none of the contact options work?

If the money isn't refunded in the next week. I will be cancelling my subscription. So disappointing!

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