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Mihnt26666104mn60
Participant
October 18, 2022
Question

Free trial cancellation - still getting charged

  • October 18, 2022
  • 2 replies
  • 158 views

I signed up for a free trial of adobe Stock in August and cancelled the trial right after I got it because I found a better alternative. 

I found out today that for 2 months I've been getting charged for it, and that the plan is actually still active. I tried to cancel myself today but I get an error message when I try to cancel. I reached out to an agent for help and The first agent I spoke to today told me they would cancel it for me. When I asked for a refund since I cancelled this subscription 2 months ago, I was transferred to someone else. This new agent kept trying to offer me Adobe deals in lieu of a refund. I told them I don't want any deals, I want a refund of my money since I cancelled the plan immediately after I got it and I was still being charged. 

It has now been about 30 min since my agent has said anything to me. I asked if they were still there, nothing. To top all of this off, the plan is still showing as active on my end. I'm not sure what's going on with Adobe but this is my final straw. I cancelled a plan the hour after I bought it and I've not only been charged for 2 months, but the plan is still active. I talked to 2 agents, one that transferred me and the other has just up and stopped responding. And the plan is still active. Adobe please just cancel this subscription and give me my money back. I have screenshots of my interactions today and it's absolutely ridiculous how much work it is to get a simple thing done with you all. 

This topic has been closed for replies.

2 replies

Jill_C
Community Expert
Jill_CCommunity Expert
Community Expert
October 18, 2022

I don't believe it is possible to get help for this issue from this forum, since it is not regularly visited by Adobe employees; however, it seems that you have finally reached a satisfactory conclusion. I agree that this seems to be a frequent complaint here in the forum, and Adobe seems to make it unecessarily opaque and difficult to get a refund. 

Jill C., Forum Volunteer
    M
    Mihnt26666104mn60Author
    Participant
    October 18, 2022

    Update: After 2 hours and speaking with a 4th agent, I finally got assistance and I am grateful to Adnand for helping me with little trouble. 

     

    I will say that it sucks that you all don't have something in place for when this kind of thing happens. There should be a team for fraudulent or erroneous purchases because constantly being told that all I could get were discounted products for something, that I'm REPEATEDLY telling you I cancelled, was infuriating. Especially when it seems like this is a common issue. Anyways thanks.

      Abambo
      Community Expert
      AbamboCommunity Expert
      Community Expert
      October 19, 2022

      I booked a plan and cancelled and cancellation went through like butter. I got an e-mail when taking the plan, I got an e-mail when cancelling the plan. The interface was nice and working without a problem.  When the plan continued to run, it means that you made an error with cancellation (which can happen).

       

      Just because many people are complaining here, that they have difficulties to cancel, does not mean, that a majority of people have trouble cancelling. Those who happily cancelled are not complaining here.

       

      This does not say, that you can't have trouble with this or that, it just means that it is possible, without a big issue to book the plan and to cancel the plan. 

      ABAMBO | Hard- and Software Engineer | Photographer
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