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pP
psych P

1 reviews | Active since Feb 2017

10 Jul 2020, 10:39

FNB fails to protect from unauthorised Adobe withdrawals

In 2019 I subscribed for an upgraded Adobe package with Adobe. From that date on I was billed once a month by Adobe for this subscription until April 2020, when Adobe started billing me twice a month. However, their record shows they only billed me once a month. On 1 June 2020 I emailed them to ask them to check this, and I also cancelled my subscription on that day. Adobe did not reply to my email, but Adobe duly changed my profile. Immediately after this, on 1 June they billed me again despite my cancellation. The stop order is taken from my FNB credit card. On 1 June 2020 I also contacted FNB, who asked me to fill in a report which I did and sent it back on the same day. On 17 June I received a reply from FNB stating: “½ FNB:-) Ref no *** We are unable to process your dispute. Please resubmit together with the required communication with Merchant/Service”. This was unacceptable as I had submitted to FNB all I had: an account report by Adobe, notification of all amounts taken off my account, and a copy of my email with adobe. On 12 June another amount was taken off my account by Adobe. I contacted my personal banker, Lynette Hendricks (telephone number: *** or ***) directly on 24 June 2020 and wrote her an email confirming all that had transpired, and attached all the documents. She agreed it was unacceptable and would look into it further. Yet, on 9 July 2020 a further amount of R305-14 was taken off my account by Adobe.

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pP
psych P's update10 Jul 2020, 13:41
Reviewer Update
Adobe says they billed me double on different email addresses - so beware if you change your email address... FNB said "
The dispute is still being handled by our card division, however, this does not mean that the debits from Adobe will stop, it is not a debit order, which can a stop payment can be placed on.
Our card division policy is quite stringent, where they require proof of your communication with Adobe to cancel your subscriptions with them. It is difficult , as this is done online.
These type of transactions(online purchases) are purely dealt with directly with the relevant company- as soon as you have given them your card details and “authority “ to debit your account , using your card details, only they can stop the transactions from their side.
I can only suggest that you liaise with Adobe via your online profile with them- I notice that they have a support team online.
Lastly, when we escalated this, the only alternative we are able to offer is to cancel the card and order a new card- this will not affect your account, just the card details will change" Clearly this would affect other transactions currently on the card and is an administrative difficulty of some magnitude. I have no contacted Adobe again and managed to speak to a 'person' on-line (can't be copied) and stressed I would like to stop ALL subscriptions to any email.