What does it take to fix a billing error that was not my fault?

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  • Updated 1 year ago
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So, what does it take to get a billing issue fixed with this company? My card was hacked and when I called and explained what happened and put a new (different bank) card on file so no payments would be missed, I got an email stating I was cancelled. 3 days of phone calls and chats and I still can't repurchase my simple $10 a month plan.
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Sonja McClung

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Posted 1 year ago

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Sonja McClung

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We surely cannot be the only people who have ever had a card hacked... I did the right thing and notified them right away. Everyone keeps telling me it will be fine, we will help you yet I am still can't access my work. And since no one is there on the weekend for billing I am out a whole weekends worth of work.
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Pete Green, Customer Advocate

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Hi Sonja,

Sorry for the frustration with the credit cards and billing. 
I've asked our customer service team to give you a call and get it all straightened out before the weekend.

Hope that works out so you're not stuck.
Let us know how it goes.
Regards
Pete
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Sonja McClung

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Thank you. I think because my debit card was compromised and Adobe mistakenly got added to the fraudulent charges list - ( I have already called the fraud department at my bank to let them know that those were NOT fraudulent and to take Adobe off the list) - Its causing my account to be blocked from purchasing again. I already added a new card so there wouldn't be any payment issues but I guess I wasn't fast enough...
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Pete Green, Customer Advocate

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Ok, that very well may have been the case, let us know if you don't get the call from Customer Service today. 
Regards
PG
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Sonja McClung

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Will do thanks again
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Sonja McClung

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Well its 11:25pm here and no has called.....
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Sonja McClung

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So I guess I am stuck for the weekend... thanks. 
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Sonja McClung

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Honestly, this is why I hesitated so long to do a web based subscription.  I would rather just pay once and be done with.  I now have paid six months and can't access any of my stuff.  The people on the phone and the chat while nice and trying really hard to help, seem to be completely clueless when I tell them what's going on.  I need to talk to someone who can understand what I am saying and fix it, not pass me around to eight different people who still can't resolve my problem.  At this point, I'm not sure I even want to continue with the subscription, I think I might just go back to my Elements and the free Gimp program.  I am now out 5 days of work because I have no access.  Totally unacceptable.
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Sonja McClung

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Well, its 2pm on Monday.  No phone call, no access, no attempt to reach out and fix this.  I will make sure to let everyone know what a great customer service experience I am having.  And I will also make sure to NOT recommend your subscription program.  I'm sure the people on Deviant Art and Daz Studio will be interested in my experience. There are far to many alternate programs out there to have to go through this type of frustration.  I have already written off my art that I can no longer access as a lost cause.
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Pete Green, Customer Advocate

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Sonja,

My sincerest apologies that a call never came on Friday, and also that I didn't check this thread over the weekend to see that you didn't get help and lost the time to work on your images.

I've followed up again with our support department to reach out to you and fix this. 

We have a phone number in our records, but perhaps it is not current.
Would you email me the correct phone number to call you at?

petgreen at adobe dot com

Again, really sorry for the inability to work with your account. 

Regards
Pete
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Sonja McClung

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I've emailed you
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Sonja McClung

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So Pete, I finally got a response.  this is what it says.

Hi Sonja,

 

Hope you are doing well.

 

I am writing to you to follow up on your query about cancellation of the photography plan . We tried calling you on 3306189857 but reached voicemail.

 

We would like to inform you that the cancellation was actually done by our back-end team since you reported the monthly charges from Adobe as fraud.

Your email has also been black listed by Adobe for further purchase.

 

Please let us know if you have any other concern.


Once again, a canned response and absolutely no help whatsoever.  No effort to resolve the problem in any way shape or form, just a basic tough s*** sorry for your luck.  And, I am pretty sure that this person STILL does not understand that I expect the actual back office to contact me and fix this!!! I don't want a pre made canned response, I want someone to help me get my account back since none of this was my fault.  I did NOT report the monthly charge as part of the fraudulent charges on my card, the bank did that in error and I corrected it as soon as I found out.  The payment happened to fall in the middle of  long list of fraudulent chargers and my guess is the guy working on it just missed removing Adobe while going through the list.  I TRIED to change my chard and have them re charge me for the month the bank took back and explained what happened in the very first chat! The day BEFORE they cancelled me. I don't want to speak to another person from India, no offense but this is the 6th time and they are clearly not competent enough to do anything and are simply reading off  a cue card.    

And for the record, I told them several times that I suspected that I was blocked from their end due the bank's error and they kept insisting that it was my bank card that was not valid.  Despite the fact that I was not trying to pay with that bank card but a completely different credit card from a different bank. Which most certainly is valid.

And yes, maybe they did call but I don't answer my phone that late at night when its not a recognizable number and in fact, does not even look like a phone number. 

Past frustrated and moving very quickly toward sincerely pissed off.


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Sonja McClung

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Quick update, I was finally connected with someone who was able to help and I was able to repurchase what I needed.  I wanted to say thank you to Pete who was able to get me in touch with the right people.  I do hope that in the future Adobe makes it a bit easier to reach out to the right department when something like this happens.