Complaint Review: Adobe - Internet

I am so upset!!! 

 

 

This is ridiculous. I signed up for a free trial for Adobe, photoshop and FREE TRIAL ONLY!

I cancelled myself online, as well as called them to make sure the account was completely cancelled. Of course I had to put my card information in so that I could start the free trial. However, I requested and cancelled BEFORE the trial period ran it's course/was done.

This is the conversation I've had today, 2 weeks after multiple calls and chats with many different employees...

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You are now connected to Tamanna, 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.

Tamanna

Hello, I'll be happy to assist you. Could you please verify your Adobe email address along with your first and last name?

 

Myself:

I have called numerous times and talked to many different people. Most hung up on me. Only one got me so far then we were disconnected. I really need some help,  I shouldn't have been charged what I have. there is apparently two emails connected with my name and debit card

please help me

my name is ______________

email is ________________________

 

Tamanna

Thank you for the details. Can you tell me the date and amount of charge?

I can see there is an active plan of Premiere Pro in your account for which you were charged $ 22.99 on 7th June 2024.

If you want I can refund you $ 22.99 and cancel the plan without charging you any cancelation fee.

May I know how would you like to proceed?

 

Myself:

please that would be very helpful

can you find the other account if i give my first 4 or last 4 digits

 

Tamanna

Thank you. Do you want the refund in the same payment method?

 

Myself:

yes that works i guess and i need to find email of other account that is also charging my card please

 

Tamanna

Thank you. I have processed the refund of $ 22.99 which will be credited to your account within the next 5-7 business days and canceled the plan under [email protected] account within charging you any cancelation fee.

For the other charge I'm happy to help with that. Please share the first 8 and last 4 numbers of the card which has been charged along with the amount charged and the date of the transaction.

 

Myself:

---- ----

turesday 10:32 am

19.99

and monday at 1015

same amount

 

Tamanna

Thank you. Kindly tell me the first and last name of the card holder.

 

Myself:

Mine,_____ ________

 

Tamanna

Thank you. Kindly allow me 2 minutes to look into your account.

Thank you for staying connected. I can see there is an active plan of Lightroom mobi;e in a different account for which you were charged 19.99 once.

That email has the word "bribri_1503@hot" in it.

 

Can you verify this email?

 

 

Myself:

[email protected]?

that's the only hotmail email i own

and yes i need it canceled and refunded if possible not sure how that even happened

 

Delivered 11:02 AM

Tamanna

No, its not [email protected] account. Its a different account.

As you couldn't verify this email so I request you to contact the bank and get more information about this $ 19.99 charge.

 

However, I have processed the refund of $ 22.99 which will be credited to your account within the next 5-7 business days and canceled the plan under [email protected] account within charging you any cancelation fee.

Is there anything else I may assist you with?

 

Myself:

I gave you the card number there shouldn't be an issue

i dont own an account with bri bri anything

so now you have all of my info and can pretty much do whatever with it thats great

 

Tamanna

I understand your concern . I can see there is an active teams plan in your account for which you are charged in this account [email protected].

 

Myself:

i have never signed up for any teams thing or anything else please fix this i dont want anything adobe connected to my emails or debit cards period i want everything cancelled plase

please

im a single mother of two i cant afford any adobe products im not employed im in college at the moment and these charges are keeping us from me providing for my children

 

Tamanna

I will be happy to help you. As this is a teams plan so I can't refund you or cancel this plan,  Let me transfer you to a specialist who can help.

 

Connecting you with a specialist as soon as possible.

Tamanna has left the conversation

You are now connected to Vasudev, 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.

Vasudev

Hi, you've been transferred to me, let me first pull up your account information and access your details.

 

Myself:

thanks. idk what teams is i just need everything cancelled id appreciate a refund on any charges because ive been trying to get things cancelled for two weeks now i cant provide for my kids as a single mom when i keep getting charges that i have no clue about

 

Vasudev

As we can check, you have a trial plan of Adobe Sign. Do you want to cancel that plan?

 

Myself:

yes please i dont need any of it please

 

Vasudev

Let me transfer you to an agent who can assist you better.

 

Myself:

whats this with a teams account

 

 

Connecting you with a specialist as soon as possible.

Vasudev has left the conversation

 

Myself:

and why do i keep getting transferred

this is ridiculous

 

You are now connected to Pratik, 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.

Pratik

Hi, you've been transferred to me, let me first pull up your account information and access your details.

I understand that you have a billing concern. Please contact your designated account manager, as they have the expertise to assist with billing-related issues. Your connection is currently with the Adobe Enterprise technical queue, and your account manager can provide the guidance you need for the licensing process.

 

Myself:

idk what youre talking about

i dont have an accout manager

and dont need a license for anything

what i want is for you to cancel anything i have with adobe now!!!

i dont need to keep being transferred and definitely dont appreciate the confusion or procrastination of this situation what so ever

the next steps im going to take will be with my lawyer because this is unreal to me how people can continue to take my money and put me in this type of position

 

Pratik

Sorry for the inconvenience caused to you.

Please help me with your VIP ID/ETLA number.

To find the contract ID, sign in to the Admin Console using the email address associated with the VIP/ETLA agreement, then go to Accounts > Plan Details.

 

Myself:

i want everything cancelled i dont want anything to do with adobe dont need or want to continue getting charged

i dont have anything youre talking about i dont have a contract you know why? because i dont use adobe for anything needing a contract nor a license ive provided my email and my card number now fix the situation i am asking as nice as possible!!

there is no vip agreement or whatever youre talking about i dont even have the login information because this account should have been cancelled two weeks ago when i asked for it to the first time!!!!!!!!!!!!!!!!!!!!!!!

 

Sent 11:23 AM

 

Hi, you've been transferred to me, let me first pull up your account information and access your details.

 

I understand that you have a billing concern. Please contact your designated account manager, as they have the expertise to assist with billing-related issues. Your connection is currently with the Adobe Enterprise technical queue, and your account manager can provide the guidance you need for the licensing process.

 

11:20 AM

 

Delivered 11:22 AM

Pratik

Sorry for the inconvenience caused to you.

Please help me with your VIP ID/ETLA number.

To find the contract ID, sign in to the Admin Console using the email address associated with the VIP/ETLA agreement, then go to Accounts > Plan Details.

 

Myself:

i want everything cancelled i dont want anything to do with adobe dont need or want to continue getting charged

i dont have anything youre talking about i dont have a contract you know why? because i dont use adobe for anything needing a contract nor a license ive provided my email and my card number now fix the situation i am asking as nice as possible!!

there is no vip agreement or whatever youre talking about i dont even have the login information because this account should have been cancelled two weeks ago when i asked for it to the first time!!!!!!!!!!!!!!!!!!!!!!!

 

Pratik

Since I see that you have Adobe for Teams, please contact the teams department for assistance with your issue. You can use the following contact link: Adobe Creative Cloud Team Support Numbers

Alternatively, you can reach them at 1800-443-8158. If the lines are busy, I recommend waiting for a while and trying again later.

 

i was just connected with someone with teams and they transferred me to you!

 

Myself:

im contacting my lawyer i have everything copied and screen shotted as well as the ip addresses for each empoloyee that ive spoken with therefore the higher up will know

this company is a joke!

a single mother of two and cant get you all to cancel anything nor give me a refund as promised! ive never in my life had issues with such a reputable company ever!

 

Delivered 11:27 AM

Pratik

Please understand that we are from Adobe Enterprise Support and do not handle these specific queries. The best I can do is arrange a callback from the dedicated team responsible for Adobe Sign on your account.

 

 

Please provide the following details:

Your contact number:

Email ID:

You will receive a callback from the dedicated team within the next 24 to 48 hours. We are part of the technical department of the Adobe Enterprise queue, and we apologize for any inconvenience caused by the transfers.

 

Myself:

https://fortune.com/2023/12/13/ftc-adobe-investigation-canceling-subscriptions/

i dont have an account to sign in on

ive already told you this and given all the info needed

 

Sent 11:31 AM

Pratik

Please provide the following details:

Your contact number:

Email ID:

 

11:31 AM

Myself:

im reporting this and everyone im done tryihng tiwth you all

 

Pratik

We apologize for the inconvenience, but as we are part of the technical department of Enterprise Support, we have limited resources to address billing-related queries. The best way we can assist you is by arranging a callback from the dedicated team for your issue.

Please provide the following details:

Your contact number:

Email ID:

Thank you for your understanding.

 

Myself:

all you have to do is transfer me to the right person its not difficult

 

Pratik

Okay, please wait as I do that.

 

Myself:

i will not give you my contact info when ive given enough just transfer me to the right person

 

Connecting you with a specialist as soon as possible.

Pratik has left the conversation

You are now connected to Seram, 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.

Seram

Hi, you've been transferred to me, let me first pull up your account information and access your details.

 

Myself:

im sure you can read everything please just fix the issue so i dont have to go to the police or my lawyers with all of this information thanks

 

Seram

Hi! Nice to meet you. I hope you are doing well. I am here to assist you with your concerns. I understand that you require assistance to cancel the trial plan.

Please stay connected. I will send an email to cancel the contract.Please authorised us to cancel the contract over the email.

 

Read Entire Message

Just a moment... it's taking longer than I expected. I appreciate your patience.

This conversation has been ended. Please close your broswer.

 

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So this is after multiple calls and other chats and I'm just beisde myself! I have been promised a refund more than just this go around, and haven't received anything. 

I honestly just don't know what steps to take next or what to do.. I've never been put into a situation like this and I would appreciate some advice Thanks!