Cancellation fee and annual plan after free trial

Question

Hi,

Today, my bank informed me that a credit card payment was not accepted. I was surprised, as I did not do a credit card payment today. When I opened the message, I found out that I have been paying for Adobe Stock since December, but I did not make use of this service for all these months. I simply wanted to use the trial period.

I now cancelled the plan, but Adobe requires me to pay a cancellation fee. I think this unfair and I actually want to request a refund for the previous months that I unknowingly paid for this service, but did not use it.

Can anyone help me how to get in touch with someone from customer support for this? I tried the usual links, but they all take me to the same FAQ's, but no contact with an actual person so far.

Kirsten

kglad · Accepted Answer

you agreed to the terms of the free trial (for 14 days) after which your trial becomes a paid subscription.

and if your trial was for an annual plan, your subscription is a one year commitment that triggers a cancellation penalty for early cancellation.

to discuss with adobe support, there are 3 ways to contact adobe; chat, phone and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

phone:
https://helpx.adobe.com/contact/phone.html

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

Abambo · Answer

Sorry, but I will never understand, why peple do not check their credit card on a daily or weekly basis. Or at least month for month. This is neglect of finances, apart from the fact that conditions got accepted without having read them.

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