How to make a formal complaint about the low level of support?

Recently, Adobe has cancelled my account because of no payment, it's because I've lost my credit card linked to my subscription. I spent a lot of time trying to update my account payment settings online, but it does not work. I tried to contact someone via the support portal to help me update my payment method by using my new card. They sent me a link to update my card details as I did. During my next payment is due I always charged to my old card and receive an invoice by e-mail (this is not usual). Then I get another email telling me that my account was cancelled. When I check my bank account I was accused $76,13 by adobe (a strange amount). I contacted someone through the portal of support and asked why I had been charged this total and why my subscription has been cancelled. After providing all the payment information for him I had, he said that he had no record of it in his system. He said while "in this case I have to escalate the case to the next level, he will get back to you in 2-3 days by e-mail. I have not received email for more than a week. When I received an email in East of "support non-response' who said ' I have asked the team concerned to study in what respect $76,13 billed and will come back to you once we hear from the team." I answered twice and provided for my bank information confirming the money deducted from my account by adobe and have had no response in 3 days.

I think that this level of support is not entirely satisfactory and that a problem like mine should be treated with a higher level of care by the support team. It shouldn't take more than a week to send me an email telling me that they had someone looking into it. I asked my membership be reactivated with no response.

Does anyone know of a number of direct contact or email so that I can reach out to someone who may be able to solve my problem at a faster rate? and also to make a formal complaint about the abuse by management.

Thank you very much

Emily

Unfortunately there is no substantive complaints hotline.  If you can find a member of the staff of Adobe here in the forums and send them a private message, they would be willing to go further and push your question through resolution.

Tags: Adobe

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