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Shane21924787srac
Participant
November 24, 2021
Question

Making it hard to cancel

  • November 24, 2021
  • 1 reply
  • 583 views

I have been a subsciber to the Adobe Acrobat Pro DC for over a year. (I joined on 10th November 2020.) I rarely use any of the products so want to cancel them and yet I am told that to do so there woule be a cancellation fee of £83.44!!  How can there be any fee when I have been a member for over a year? And if there was to be a fee, the Adobe "help" pages advise that the fee should be 50% of the balance due for the remaining months, but given when I joined, how could it be so high?


Of course I can find no email address or phone number or chat function to contact anyone about this. Just an endless cycle sending me back to the same pages. Can anyone explain why there is a cancellation fee in my case, and how it could be so high?
Can anyone tell me how to contact Adobe to sort this out?

So enraged right now. 

This topic has been closed for replies.

1 reply

try67
Community Expert
try67Community Expert
Community Expert
November 24, 2021

My guess is since a year has passed your contract automatically renewed for another year, and cancelling a yearly contract involves paying a fee to cover for the reduced amount you pay monthly.

However, you should contact Adobe directly to discuss this. Try these methods:

Chat support: https://helpx.adobe.com/contact.html?rghtup=autoOpen
(type "Agent" to chat with a real person)
Phone support: https://helpx.adobe.com/contact/phone.html
There's no email support.

Beware of people contacting you via the forums' messaging system pretending to work for Adobe! Only those with an "Adobe Employee" tag under their name are legit. Also, Adobe will never offer to contact you via Skype, or use an email account that's not under the adobe.com domain...

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Shane21924787sracAuthor
Participant
November 24, 2021

Thank you for your response. I have realised you are absolutely right. I find that shocking. I understood I had signed up for an annual contract but I assumed that, at the end of the year, I would be able to cancel without any penalty. 
This means that, in this 24 month period, there are only 4 weeks when I could have cancelled without incurring a cost. I don't think there can be any doubt this is Adobe holding its customers hostage, and tells us everything we need to now about their attitude to their customers.

Thank you again for responding. I will see what I can do but I suspect they'll only insist on my paying the fee. I'm disgusted. 

    B
    Benjamin30118463lisk
    Participant
    May 28, 2023

    I am quitting all of Adobe projects because of this. No other legit company is doing this...

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