8 Replies Latest reply on Dec 22, 2014 3:38 PM by Rajashree Bhattacharya

Double membership - Double Charges

Mario Busch Dec 16, 2014 10:58 PM

Hi!

My Creative Cloud plan missed 1 monthly payment because my credit card was blocked. I get my credit card re-activated just the same day which was the last day to process the missed payment. I went to manage my account and just found my membership disabled and converted to a free membership, so I go ahead and sign in again for a full membership.

Now, I received an e-mail about re-activating my cancelled membership which now let me to have 2 full active memberships. I don't need two subscriptions so I have been trying contact customer support chat, as phone support is not an option to me. I always getting a message that support chat is unavailable at the moment. Seems chat support will not return soon and after somedays I am here trying to fix this issue.

So how can we fix this situation? I much prefer keep the new yearly plan, but is up to you choose which one will be.

1. Re: Double membership - Double Charges

Rajashree Bhattacharya Dec 17, 2014 2:38 AM (in response to Mario Busch)

I shall get it checked for & update you soon, if it turns out to be a case of duplicate subscription in the same Adobe ID, I shall get one of the orders cancelled & refunded from the date of duplicate subscription purchased.

Regards
Rajshree
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2. Re: Double membership - Double Charges

Rajashree Bhattacharya Dec 17, 2014 11:47 AM (in response to Mario Busch)

You have the following active CC.

Creative Cloud membership (one-year) the account was activated: Jun 3, 2014
Creative Cloud membership (one-year) the account was activated: Dec 3, 2014

It is recommended to cancel & refund the order placed on December 3rd 2014 as you can use only one CC per Adobe ID.

Please let me know your opinion.

Regards
Rajshree
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3. Re: Double membership - Double Charges

Mario Busch Dec 17, 2014 12:38 PM (in response to Rajashree Bhattacharya)

Hi Rajshree!

As I said above, was not my intention have two CC subscriptions, so I would like you cancel and refund me the old subscription from Jun 3, 2014 and keep active the order placed on December 3, 2014. Is it posible?

TIA.
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4. Re: Double membership - Double Charges

Mario Busch Dec 22, 2014 7:17 AM (in response to Rajashree Bhattacharya)

Hi Rajshree!

Any news about my issue?

Regards!
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5. Re: Double membership - Double Charges

Rajashree Bhattacharya Dec 22, 2014 9:48 AM (in response to Mario Busch)

I have initiated the refunded for all the renewals for the CC purchased in June 2014 that have been paid till now. The refunds will be in multiples of 29.99$, total of 7 refunds.

The CC has also been cancelled. You shall not be billed.

Case Number 214390486, it will take about 6 to 7 working days for the money to reflect in your account.

Regards
Rajshree
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6. Re: Double membership - Double Charges

Mario Busch Dec 22, 2014 10:18 AM (in response to Rajashree Bhattacharya)

Hi Rajshree!

I are making a mistake. It is just the December payment which is in duplicate state. If you refund me for all renewals for the CC purchased in June 2014 this will be unfair with Adobe, as I am effectively have been using my membership. Please, read again my first e-mail and you will understand that the CC purchased in June 2014 was cancelled automatically at beginning of December 2014 and re-started automatically at same day when I make a new membership. That is the reason to have a duplicate CC membership.

While your mistake will be favorable to me, it will be unfair with Adobe.
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7. Re: Double membership - Double Charges

Mario Busch Dec 22, 2014 10:20 AM (in response to Mario Busch)

Sorry, I want say: You are making a mistake.
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8. Re: Double membership - Double Charges

Rajashree Bhattacharya Dec 22, 2014 3:38 PM (in response to Mario Busch)

I had checked all the details, the only charge that failed was of November 2014, rest all were paid. The approval of refund will be finalized after scrutinizing the billing details.

Regards
Rajshree
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