product & customer experience team

Subject: Formal Complaint Regarding Unprofessional Conduct and Misuse of Customer Information

Dear Adobe Support Team,

I am writing to file a formal complaint regarding a highly unprofessional experience I had with one of your sales agents, Pragyan. I have full screenshots of the entire conversation and can provide them upon request.

I initially contacted Adobe because I wanted to purchase the Adobe Creative Cloud student plan. My question was simply about the pricing, as my friend—who is an active Adobe customer—recently received the same plan at a lower price. I shared my friend’s email only to verify the price difference, and made it clear that I was not requesting any action regarding his account.

At the beginning of the conversation, the agent had no issue with the student ID I provided. In fact, he was fully prepared to proceed with activating the plan for me. However, the moment I mentioned that my friend had purchased the same plan for a lower price, the agent’s attitude changed completely. He suddenly claimed that my student ID was “forged,” despite previously accepting it without any concern, and despite not requesting any additional verification.

What is even more alarming is that the agent then escalated my friend’s email address—without permission, without any valid reason, and despite my friend not being involved in the conversation at all. My friend is an actual Adobe customer who already subscribes to your services, and his email was mentioned strictly for price comparison. There was absolutely no justification for the agent to investigate another customer’s information. This behavior appears retaliatory and not based on any legitimate verification procedure.

Throughout the conversation, the agent repeatedly copied and pasted the same responses without reviewing my question. At one point, he responded using “Lol,” which is extremely disrespectful, sarcastic, and completely unacceptable from a representative of a global company like Adobe. The contradiction between his initial acceptance of the ID and his sudden accusation right after I mentioned the price difference further reinforces that his actionsh