Photoshop: Need help with billing issue

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  • Updated 3 years ago
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Hello there,

I would like to share my bitter experience with adobe customer care in not solving my problem properly and left me with no choices despite calling them multiple times and there I had to listen to some false promises that are not fulfilled yet. My adobe ID is farukhusain@gmail.com and the reference number given to me stating the problem is escalated to top level is 212175405. I also got another case number which is 185046302.
I take this last stance to describe my problem and looking forward to swift resolution:

I had Adobe Photoshop program cc membership that includes Photoshop CS6, Lightroom and Behance bundle offer subscription for which I paid Rs 499 per month from Dec onwards. I had given my credit card information to auto deduct the subscription fee every month. Currently in India all the credit cards are changed to chip cards due to new RBI rules and hence old credit card was cancelled and I was issued new credit card. Because of this change, my payment for Jan 2014 was not credited and I was notified about this issue and was informed that my membership will be cancelled in 7 days if I do not update right credit card information. I tried to update my new credit card information in my adobe account, but there was some system error which did not allow me to make any changes, so I called up the adobe customer care on 3rd Jan 2014 asked them to update my credit card information. They took my credentials and tried to update manually but they could not even update and they gave me a reason that the payment is tagged to digital river and hence they are not able to update. They gave me a solution that they will manually cancel my membership and I can avail new membership using new credit card information, I believed them and said yes. They went ahead and cancelled my membership and when I tried to create new membership, I got an error message that my adobe ID is not valid any more. I contacted adobe customer care again and I explained the problem once again, the solution given to me was to create new adobe ID and apply for new membership – here is where the new problem started i.e. the photoshop program that I opted for during Dec 2013 was open to all but during jan 2014 it was open only for CS3 customers, hence I could not get the same offer again. In this process I had called support multiple times and no one was able to provide any solution to me.

I again had series of calls on 6th Jan 2014, but no solution arrived. They also tried to reactivate my adobe ID and asked me to try again which failed again in the system. I was later told that they have raised a problem ticket (ticket number 212175405) and that they have escalated to top level for resolution and that I will be contacted by the higher authorities with resolution. It has been more than a week now and still I have not received any communication from adobe and worse that my problem has not been solved yet. I cannot access photoshop anymore and hence I had to delay delivering the photos to my clients and worse the quality had to be compromised as I had to only edit them using my original lightroom version (with no photoshop) which resulted in getting a poor feedback from my customer that my pictures are not up to the mark and they need the money back.

The above situation is a horrible experience for me and this is my earnest request to help me solve this issue finally and once for all. My contact number is +358 458593459. If you can help me in anyways, I would be really greatful, I have not been taking any photography assignments these days and waiting for the issue to be resolved.

Regards
Faruk Husain (still a customer who believes that the problem will be solved by a company of high standard – Adobe)
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Faruk Husain

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Posted 5 years ago

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Jeffrey Tranberry, Sr. Product Manager, Digital Imaging

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Hi Faruk,

I've created an escalation for your case. Someone will be in touch to get you fixed up.
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Faruk Husain

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I got a call from your agent and the problem is solved now. Thanks a lot.
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Delia Mills

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I am still trying to get my new card into the system. The ID I was given a month ago was 820762. I now have only today for membership left. THIS IS probably my final year that I can do photography as I have a very bad tremor in my hands.Sad that after today I won't have photosshop. Perhaps I should just give up and cancel subs at the bank
Delia Mills