Adobe customers hit by charging error: 'Bank account at zero'

Adobe customers hit by charging error: 'Bank account at zero'

Summary: Around 200 Adobe Connect customers were charged multiple times after a glitch in the firm's online order processing system. One customer said their bank account "just went to zero."


Hundreds of Adobe customers may have been affected by an 'overcharging' error that in some cases emptied bank accounts.

Adobe Connect web conferencing software. Credit: Adobe

An Adobe customer told ZDNet that the San Jose, CA.-based firm charged him "a hundred times in the past 48 hours." He noted that because his credit card is linked to the account, the balance on his card "just went to zero," when there should be a mid-to-high four-figure sum in the account. 

The customer, who declined to be named, confirmed the figures with his bank. In calling Adobe, he confirmed that he was "not alone," but that this would "all be corrected." 

The issue appears to be limited to a small number of customers using Adobe Connect, a web conferencing suite, often sold primarily to enterprises directly or through resellers. 

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An Adobe spokesperson said on October 1, around 200 Adobe Connect customers were "charged multiple times for renewals" made through the firm's online order processing system. 

"We’ve identified a fix to our online order processing system for Adobe Connect, and have begun deploying it."

"Customers who were affected are being contacted directly today, and we are in the process of crediting back those customers for incorrect charges. In addition, we are offering affected customers six months of additional Adobe Connect service free of charge."

Adobe said the online order processing system services individuals who purchase an Adobe Connect account online on a pay-per-minute or per-host basis, which the bug was contained to.

The Adobe customer claimed Adobe "offered no help," except to confirm the problem and that the firm was "taking care of it." 

"For a systems company, this is pretty unacceptable," he said.

Topics: Web development, Collaboration, Software Development, Tech Industry

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  • Overcharge fees?

    I wonder if Adobe is going to cover all the overdraft fees that might come in to those customers they've cleaned out. This is pretty messy.
    David Gewirtz
    • They might actually be legally required to do that in this case

      Numerous states have it that when a company does something like this and charges you numerous times for the same thing? It is classed as malfeasance and they have to pay for any negatives that came from this.

      Bottom line is that this should NEVER have happened.
  • Hopefully Adobe will be fined!!

    Hopefully the government will step in and fine the hell out of Adobe for screwing with peoples bank account information. Mistake or not. Adobe should have thought about this when they were promoting their subscription servces, which I personally will never use and think should be BANNED. Never trust Adobe, Apple, or Microsoft with you money!!
    • But trust a government that

      has spent your grandchildren's entire income with financial oversight, eh?
      • look up how much is spent on corporate welfarr

        It's far more than other forms of welfare... have fun digging.
    • given adobe lobbyists buy government,

      Don't expect justice. For we the people, anyway.

      I would love to read a followup to the article...
  • its INsane

    I feel adobe being good company cannot do this to customers , If Adobe is using some third party software they should stop using them , or should fire their developers for doing this