Photoshop: Billing issues with Photoshop CS6 yearly subscription

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  • Updated 5 years ago
  • (Edited)
PLEASE HELP! I'm having the hardest time with billing for my Photoshop CS6 subscription! I am getting billed 2x a month, my subscription orders keep doubling automatically and tripling. Not to mention that I was actually charged for 11 months for the Cloud subscription to a closed account with an incorrect email.I really need someone to look at my account and help me out. Its's basically fraudulent and I am not getting proper assistance from chats and calls to India. Please help!
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KristineS

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Posted 5 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Kristine,

I can assist you with this. I either need your order # or your email address. You can make your email address visible to us by click on your name on this post and adjusting your privacy settings to share your email with "Photoshop Family" (this shares with Adobe employees but not the general public).
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KristineS

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OK I think this worked.
My email is kstrom86@gmail.com
Here is the last thread from open case but on MyAdobe it shows I have NO open cases. And I have not received refund and I called December 31st so that November refund would be possible. It took 4 hours on the phone and still not fixed or refunded...
Saturday, September 29, 2012 12:34:34 PM PDT
Hello Kristine,

Thank you for contacting Adobe.

Kristine, currently you have only one active subscription, Photoshop
Subscription Edition (month-to-month) and the order number is A
D005819941. You didn't place any order for Creative Cloud Membership (CCM) but for all those customer who had Photoshop Extended or
suite Subscription has been migrated to CCM. We have processed your
return request for the latest renewal transaction ID DSSY003509030DT
under the case number 209129771.

We regret to inform you that we are unable to process your full refund
request because you didn't contact us on time.

We have withdrawn this case because it is a duplicate of case number
209129771. Please refer to this case number for updates regarding your
case.

Your Customer Identification number is 269553385.

Notes from Customer
Wednesday, September 26, 2012 8:10:39 AM PDT
In all the attempts to resolve my case, I've been told that I was being charged for the Cloud, which I NEVER signed up for or wanted
to an email account that was CLOSED. When I originally spoke with Yovan on December 17th, I was to get a refund and have the accou
nt completely closed. How is it that a product can be charged to a closed account?!?!
Also when I spoke with Aesha on September 12, 2012, she indicated that I would receive a COMPLETE refund for past 12 months as I did
not order Cloud and account should have been closed AND I NEVER received the original refund either. Now I'm getting an email that
Siddhertha doesn't believe I should receive a refund because I should have noticed the charge being applied monthly. Why would I l
ook for a charge when I did NOT order anything.
And recently I ordered CS6Photoshop subscription and was charged TWICE for this. According to Siddhertha, I ordered the Cloud again
and I DID NOT!!!! I clearly stated to Aesha to please confirm that the ONLY PRODUCT I SHOULD HAVE IS PHOTOSHOP, and she did confir
m this.
I expect a full refund of $525.82. I have copies of my monthly statements. I do not have a credit card, only a debit card that all
ows Visa transactions.
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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Kristine, I've escalated your issue and someone will contact you directly.
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KristineS

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Well that is fine but I am always told someone will contact me within 48 hours and a week goes by and nothing happens. At this point, if I can't get some fair resolution, with at least the last 3 months of erroneous billing then I'll take advice of legal counsel. Someone reached out to me in that capacity to help but I'd like to just get some resolution. Thanks.
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KristineS

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OH...I just received an email that I cancelled a subscription...
Dear Kristine Strom,

This message confirms your decision not to renew your subscription to Photoshop Subscription Edition (one-year).

You can continue to use your product until the end of your subscription on 01/24/2013.

We are sorry to see you go. If you change your mind, you can always restart your subscription (or start a new subscription).*