I've been in customer service purgatory. Am feeling desperate so came here for help. My case # is 209864626.
In October I purchased the Adobe Creative Cloud for $19.99 a month (using the educational discount). Shortly after that, my computer broke, and I did not have the opportunity to use the software, until now, when I have a new computer. When I log in to my account, using the email I always use, I do not see the Creative Cloud and I am unable to use any of its features. I am, however, being charged for it.
In my speaking with customer service, I've been told that there is another email associated with my credit card. I don't know how this could be, and can only assume there has been some fraud or hacking - whether on your side or mine, I don't know. But since I don't know what email is now associated with the account (and how would I, since it's not mine?), so far customer service seems to be unable to help.
What I do know is that if I am paying for a monthly service, I ought to have access to it. I know that I have not yet used any of the features of the creative cloud - if somebody else has, then they are not authorized and are accessing it fraudulently.
I would like to be able to log in to my account (or get a new account) that is signed up to my credit card (that I have already been paying) and use this service. The only suggestion that I've been given by customer service is to cancel the current subscription on my credit card and start a new one. But the creative cloud is no longer offered at the price of $19.99, so if this is the only solution, I would like some assistance in signing up a new account at the previous price.
I'm really hoping you can assist. Thanks in advance for looking into this for me.