Taking over 3 hours to sort issue

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  • Updated 6 months ago
Hi I had a rush account and started creating a behance profile but didn't realise I was signed in with a different email. When I then went to create my adobe portfolio I couldn't because it thought I didn't have a subscription I did just not on the same email. The I think third agent was onto it and started the process of moving my account to the email with my behance profile but when asked to update payment details I accidentally closed the window as it had cached again to the wrong email address. I have been trying for the last 3 hours to sort this. I have asked for phone number, speak to a manager and getting past around to I think the 10th agent?? I asked very specifically that I would need to still access my projects on the new email and now told I can't and have to reactivate the account the agent closed. I am more than despairing atm!!! I have given CRM codes, job numbers and no one can seem to connect me to the prior agent. I have gone to tech, to sales, and back around again.

I've been asked multiple times which product I want. That I have closed my account which I didn't. I am not sure what to do next....I need to access my projects on the new email address. If I was not going to be able to do this then I could not move to the new email address. I was told about backing it up but no one has helped me how to do this, and I have asked multiple times.
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Joanna Brody

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  • very stressed and upset

Posted 6 months ago

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Joanna Brody

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ok 11th agent and counting....again ask what product, again had to explain the situation. Now on hold yet again......
(Edited)
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Joanna Brody

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over 4 hours and counting on my 12th agent? told me I shouldn't have cancelled my subscription but I didn't......
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Joanna Brody

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still going.....
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Joanna Brody

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So got to point my account is back to what it was originally, and i need to re create my behance and portfolio with the email address from my subscription......glad i only started on it today. So basically could have been told this at the start.  Been 5 hours and counting. Now need to cancel the new subscription they setup for me and they want to upsell me transferred to another two people.....i really need a break. Moral dont start your behance or portfolio with a different email address to your subscripton. With autofilling I didn't check this! 

also Adobe, PLEASE have a way that the prior agent has some clue what is going on before I get transferred.  I have had to explain the same things every time to the new person. One agent said I'll pass you onto to cancel the subscription and the new agent has no idea what i want???

Also have a way that if this happens again that you can move subscriptions email to another adobe account? im not sure what would happen if one email address got hacked and then you want to manage from an email address you already have? it seems i can't transfer to another email address which has an adobe account or would take days to sort? also my files are not being synced to creative cloud!!! but syncing between desktop and mobile rush. I worry I will lose my projects. I told the agent this and I can send screen shots and I didn't get a response after mentioning this several times.....

Also please get a way that we can call and talk to someone. This could have been sorted out WAY faster if I could explain or share my screen what I was trying to do.
(Edited)
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Joanna Brody

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ok icing on the cake!!! got transferred to person to cancel then to another person in sales person on hold again....who after i said just cancel the subscription, dont try to upsell me, I already have another subscription.....guess what they did?? they offered me a longer chance to try the app excuse my french but wtf....anyone reading this i hope this is more entertainment than it is for me :D 

So outcome i couldn't link my email address to the rush subscription, will need to redo my behanze and portfolio. Got my email to cancel the subscription they told me to get. Fingers crossed my cloud storage is ACTUALLY storing it somehow, cos damn i can't find it!
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