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1. Re: Why was I charged tax on Creative Cloud mid-subscription?
David__B Oct 5, 2013 10:19 AM (in response to Boulder Cloud)Hi Boulder Cloud, In looking at your account I see the see what you mean, I'm not sure why. I'll see what I can find out. -Dave
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2. Re: Why was I charged tax on Creative Cloud mid-subscription?
David__B Oct 9, 2013 5:21 PM (in response to Boulder Cloud)Just an update, I did recieve word that this is still being investigated but haven't received word on the cause yet.
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3. Re: Why was I charged tax on Creative Cloud mid-subscription?
Boulder Cloud Oct 9, 2013 5:38 PM (in response to David__B)Thanks for following up, David. I'll be patient.
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4. Re: Why was I charged tax on Creative Cloud mid-subscription?
JAJONES88 Oct 10, 2013 7:50 AM (in response to Boulder Cloud)This also happen to me. Please let me know what I need to do to correct this, as soon as we know what is going on.
Thanks
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5. Re: Why was I charged tax on Creative Cloud mid-subscription?
David__B Oct 10, 2013 9:31 AM (in response to JAJONES88)Hi Jajones88,
Thanks for posting I'll include you as being affected as well.
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6. Re: Why was I charged tax on Creative Cloud mid-subscription?
ADeAlvis Oct 14, 2013 8:40 PM (in response to David__B)David,
This also happend to me. Please update with a solution to the issue. Thanks.
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7. Re: Why was I charged tax on Creative Cloud mid-subscription?
David__B Oct 15, 2013 9:28 AM (in response to ADeAlvis)I've followed up internally with reporting that all of you have been affected. The issue is still being investigated.
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8. Re: Why was I charged tax on Creative Cloud mid-subscription?
UCantSeeMe Oct 16, 2013 11:39 AM (in response to David__B)We also were hit with tax in mid subscription with no explanation.We are in Colorado Springs, CO if that affects anything. We changed our passwords due to Adobe's security breach. Is this being investigated quickly? What is the priority? Looks like going on ten days without an answer now. If a possible 2.9 million accounts might have been compromised and as a result changed passwords then it adds up to a lot of money if this is widespread and unjustified.
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9. Re: Why was I charged tax on Creative Cloud mid-subscription?
Boulder Cloud Oct 17, 2013 6:55 AM (in response to Boulder Cloud)Hi David (and everyone else affected by this issue),
I received an email from Adobe Customer Service regarding my case that was opened after my phone call with Adobe Support. It repeated the same mantra that the customer service rep did when I called initially. Fill out the tax exempt form. Here is the main body of that email:
"Christopher, we are sorry for not being able to answer your query in a timely manner. We checked your case and understand that you have been charged tax for the october month. In order to help you with the tax exempt we would request you to submit us the scanned copy of the tax exempt certificate to this case. We will validate the tax exempt certificate and convert your account into a tax exempted one and process refund for the tax exempt.
We apologize for any inconvenience this issue may cause."
Unfortunately, this STILL does not answer why my status switched, mid-subscription, from exempt to tax exempt. David, can you continue to look into this? This is becoming very frustrating.
chris
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10. Re: Why was I charged tax on Creative Cloud mid-subscription?
DMartin Oct 18, 2013 2:51 PM (in response to Boulder Cloud)I also noticed a $2 charge for tax/VAT on my October CC membership, normally $49.99. Why am I all of a sudden being charged an additional $2? This was not mentioned with I signed up for a subscription. Is there a section of the Adobe ToS that says you can arbitrarily raise our costs without notification? What is this tax exempt certificate you speak of? How am I supposed to get one of those if I'm not a church or teacher or something?
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11. Re: Why was I charged tax on Creative Cloud mid-subscription?
Cavemandude Oct 21, 2013 8:16 AM (in response to DMartin)$2 sales tax on my $49.95 bill today on 10-21-13. I guess that works out to 4%. I'm located in Louisiana.
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12. Re: Why was I charged tax on Creative Cloud mid-subscription?
its_betty Oct 21, 2013 10:15 AM (in response to Boulder Cloud)I was also just charged tax, first time after being on Creative Cloud for more than a year. I'm in Colorado: did a tax law change? How can I find out?
I don't mind paying tax if I owe it, but it seems odd that it's just come up now.
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13. Re: Why was I charged tax on Creative Cloud mid-subscription?
David__B Oct 28, 2013 4:51 PM (in response to its_betty)Hi everyone,
I heard back from Adobe's billing department why this occurred. Adobe registered to start collecting sales tax in the following eight US states where we had not previously. This change went into effect in the September or October of this year. These are the states where Adobe started collecting tax where it wasn't previously:
· AL (Alabama)
· AR (Arkansas)
· LA (Louisiana)
· MS (Mississippi)
· ND (North Dakota)
· SD (South Dakota)
· WY (Wyoming)
· WV (West Virginia)
The change was also mistakenly applied to AK (Alaska) and CO (Colorado). Customers in these two states which were charged in error are being credited back the amount of the incorrect tax charges. I will post back once this is completed.
Sorry for the inconvenience,
-Dave
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14. Re: Why was I charged tax on Creative Cloud mid-subscription?
John Waller Oct 28, 2013 6:48 PM (in response to David__B)David,
Does Adobe not inform customers of these changes when they happen?
Seems like people must come to the forums to be informed.
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15. Re: Why was I charged tax on Creative Cloud mid-subscription?
David__B Oct 28, 2013 6:54 PM (in response to John Waller)John,
I'm still collecting details myself. I agree though, informing customers beforehand would be the best approach.
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16. Re: Why was I charged tax on Creative Cloud mid-subscription?
John Waller Oct 28, 2013 7:03 PM (in response to David__B)Fair enough, David. I know it's not your fault. You can only gather the info internally and pass it on.
However, Adobe does seem to commit basic customer service faux pas like this more often than would be expected of a company of its size and stature.
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17. Re: Why was I charged tax on Creative Cloud mid-subscription?
31415926535897 Nov 12, 2013 10:44 AM (in response to John Waller)We are also having a problem with taxes apparently being charged when our invoice clearly says that all taxes are included. Our credit card is being charged at a higher rate than our invoice. Customer support (currently on the phone with them) seems to be clueless about this issue.
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18. Re: Why was I charged tax on Creative Cloud mid-subscription?
Boulder Cloud Nov 12, 2013 12:31 PM (in response to David__B)Hi David,
Thank you for following up and providing an explanation and resolution. For my November invoice, I was charged the correct amount without the added tax/VAT. SO glad that is finally cleared up. I now have a problem with the Customer Support department. I am continuing to receive emails from CS stating that my case is not closed. And that I still need to provide documentation for tax exemption. I am not sure why one department within Adobe is not communicating with the other. I have a resolution from Adobe. I think the problem resides in the fact that I received the solution via this forum from an Adobe Forum staff member. I have yet to receive that same explanation from anyone else at Adobe. Perhaps this information has not been disseminated to all Customer Service related departments within Adobe. In either event, continued request from CS will be ignored until it becomes too bothersome.
chris
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19. Re: Why was I charged tax on Creative Cloud mid-subscription?
LucaDiana Nov 30, 2013 11:34 AM (in response to Boulder Cloud)Had the same thing happening to me (I live in WY). I called customer service and someone in Asia told me I had to file for tax exemption and get a refund at the end of the year. It was useless trying to explain that WY doesn't charge sales tax to online purchases if the business doesn't have a physical presence. I contacted Adobe in the States a month ago, they asked for all my info, they saif they'd investigate but I never heard from them since.
I know Wyoming hasn't changed the salex tax law, I still purchase from Amazon, NewEgg and other online retailers without paying sales tax, so did Adobe open an office in Wyoming? I seriously doubt that.
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20. Re: Why was I charged tax on Creative Cloud mid-subscription?
Colin M Nov 30, 2013 12:28 PM (in response to LucaDiana)With the rise of Software as a Service, states are shoving through new legislation or (where tax code permits it) simply re-interpreting existing tax law. Odds are what happened in Wyoming is what's happened all over the country—a company the size of Adobe doesn't often get a tax license and begin collecting and remitting taxes just for the fun of it.
Over the course of the 2012 and 2013, it's basically reached a point where only states with a very strong software lobby (like California) consider products like Creative Cloud to be non-taxable, regardless of a physical business presence in the state. States are getting very creative with how they're classifying SaaS offerings to establish nexus and rake in that sweet, sweet tax money.
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21. Re: Why was I charged tax on Creative Cloud mid-subscription?
its_betty Dec 11, 2013 7:48 AM (in response to Boulder Cloud)Just adding an update: months later, I just received an email from Adobe:
We are contacting you to let you know that there was a billing error with your Creative Cloud account, where you were incorrectly charged for sales tax. We are in the process of refunding the tax amount to your credit card, and have addressed the issue so it does not occur again in the future.
There is no need for you to take any action. If there are any issues processing your refund, we will contact you directly. You can expect this refund to be posted to your account within the next three weeks.
So it too some time (and will be more time to actually see a refund) but they did finally acknowledge and fix the problem.
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22. Re: Why was I charged tax on Creative Cloud mid-subscription?
LucaDiana Dec 11, 2013 7:51 AM (in response to its_betty)Thanks for the update. Hope I get mine soon.
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23. Re: Why was I charged tax on Creative Cloud mid-subscription?
Stan Rowin Feb 2, 2014 5:52 PM (in response to David__B)Sorry I'm late to this thread. Just because Adobe can charge tax, it doesn't mean they should be charging tax where no tax is due. In Massachusetts (where I live) there is no sales tax on non-tangible goods delivered via the Internet. I downloaded software from the Creative Cloud Suite. I'm paying a monthly subscription which has sales tax. I contacted your support people. They told me I could upload a tax exemption, but there is no tax exemption form for items that shouldn't be taxed in the first place.
How do we resolve this issue?
Thanks
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24. Re: Why was I charged tax on Creative Cloud mid-subscription?
Varlokkur Feb 13, 2014 10:00 AM (in response to Stan Rowin)I've also experienced this problem -- My student & teacher edition is normally $19.99, but from July through September of last year I was charged $1.40 to $1.45 in tax (not sure why it varied). I also was just charged over $2 in the most recent monthly statement. Chat support has not been helpful at all. David, did you guys ever get to the bottom of this mystery, and did Adobe decide it was only going to refund customers who asked for one?
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25. Re: Why was I charged tax on Creative Cloud mid-subscription?
LucaDiana Feb 13, 2014 10:14 AM (in response to Boulder Cloud)Adobe customer service sucks. If I get to speak to someone it's someone in India who does not understand how state sales tax works and keep asking to send the tax exempt form (which of course has nothing to do with this). Someone on Adobe's facebook page asked me to send them all the information but they never followed up.
I pay for 2 subscription and WY sales tax is taken from both of them. This is ridiculous!
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26. Re: Why was I charged tax on Creative Cloud mid-subscription?
Stan Rowin Feb 13, 2014 10:15 AM (in response to Varlokkur)I contacted them on the phone. I was told to upload a tax form, which is not actually required in my case because Adobe is charging tax where there is no tax due. I uploaded the form and never heard back. I asked for a follow-up. Never heard back.
Maybe soon we'll hear about a class action suit against Adobe for collecting tax when they shouldn't.
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27. Re: Why was I charged tax on Creative Cloud mid-subscription?
LucaDiana Feb 13, 2014 10:20 AM (in response to Stan Rowin)As I said there is no form to upload because state sales tax is contingent to local laws so there is no such a thing as a tax exempt form for people who buy online from a company based in another state which does not have a physical presence in the state of the buyer, and sure as heck Adobe does not have offices in Wyoming.
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28. Re: Why was I charged tax on Creative Cloud mid-subscription?
Varlokkur Feb 13, 2014 10:22 AM (in response to LucaDiana)Honestly, I wouldn't even mind paying the tax if it were required and consistently collected. But when only half of the monthyl payments have included it, it's pretty clear that there is an error in the system. And it has been this way for over a year, apparently.
I think Adobe could use some staff turnover.
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29. Re: Why was I charged tax on Creative Cloud mid-subscription?
KenDoyle Jun 3, 2014 10:08 AM (in response to Varlokkur)I'm experiencing this problem as well. I live in Delaware, which has no sales tax of any kind, yet I'm being charged tax on my CC subscription. I tried online chat support, but the rep was clueless and kept asking me to fill out a tax-exempt form. Who can I talk to to get some real answers?
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30. Re: Why was I charged tax on Creative Cloud mid-subscription?
LucaDiana Oct 16, 2014 3:36 PM (in response to Boulder Cloud)I've been fighting this for a year and a half and still no answer. Adobe started charging me sales tax in mid-subscription as well and refuse to give me a refund. I live in Wyoming and I'm 100% sure they should not be charging me sales tax because they do not have a physical presence in my state. I don't get charged sales tax from Amazon and all the other online retailers I often use. Adobe is pocketing quite a good chunk, maybe it's time for a class action.





