Recently Adobe cancelled my account due to no payments, this is because I lost my credit card linked to my membership. I have spent plenty of time trying to update my account payment settings online but it is not working. I tried contacting someone through the support portal to help me update my payment method using my new card. They sent me a link to update my card details which I did. When my next payment was due I was still charged to my old card and sent an invoice via email (this is not usual). Then I receive another email telling me my account has been cancelled. When I check my bank account I have been charged $76.13 by adobe (a strange amount). I contacted someone again through the support portal and asked them why I had been charged this total and why my membership had been cancelled. After providing all the payment information to him I had he said there was no record of it in his system. He then tells me that "In this case I will have to escalate the case to next level, they will get back to you in 2-3 days via email". I did not receive any email for over a week. When I did receive an email in is from "support no-reply" who said " I have requested the relevant team to investigate in regards to $76.13 charged and will revert to you once we hear from the team." I have replied twice and supplied for information from my bank confirming the money taken from my account by adobe and have had no response in 3 days.
I believe this level of support is completely unsatisfactory and that an issue such as mine should be treated with a higher level of care by the support team. It should not take more than a week to send me an email telling me they had somebody looking into it. I have requested my membership be reactivated with no response.
Does anybody know of a direct contact number or email so that i may reach out to somebody that may be able to fix my issue at a faster pace? and also to make a formal complaint about the poor treatment issue by support.
Unfortunately there is no hotline for formal complaints. If you can find an Adobe staff member here in the forums and send them a private message they might be willing to go the extra mile and help push your issue thru the resolution.