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Louise5E35
Participant
June 24, 2022
Question

I cancelled my account last November, but Adobe has re-subscribed me!

  • June 24, 2022
  • 1 reply
  • 228 views

I took out a 3 month trial on the UK site in Nov 2020 which it seems I forgot to cancel. I phoned last November, 2021 to cancel, almost a year on and was told the account was stopped but that I could have 3 free months to use up the credit I had amassed. It now seems that they then re-started the account when the 3 months had ended without my permission & having expressly contacted them to cancel everything! I have just cancelled the plan on my account but see a warning that I will be charged for cancelling early! I can't find any way to contact them direct. This company is an absolute nightmare! NEVER again!! Please, does anyone have a number/email address where I can reach customer support?

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1 reply

WendellaBee
Adobe Employee
WendellaBee
Adobe Employee
June 24, 2022

Hi @Louise5E35,

Using the Adobe ID you are using here on the forums I can see that yes you did contact customer care asking to cancel and you accepted an offer for three free months. You would have needed to cancel before the extension ended. It doesn't appear that this was done. When you cancel Adobe does send a confirmation email with the date of cancelation in the message.
I can also see that you haven't used any of your Adobe Stock quota for the past year. Customer care would be able to assist you with your cancellation.

Please contact them here: https://helpx.adobe.com/contact.html

Click on the chat icon in the lower right portion of the page. If you are unable to see this feature you may need to scroll down before it will appear or set your browser to private or incognito mode. Declining any Adobe Cookies may affect the presence of the chat feature.


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Louise5E35Author
Participant
June 24, 2022

Thanks for your reply. I somehow managed to contact Customer Services to say that I was surprised to see that I was still paying a monthly fee & that I wanted to cancel the account immediately & was also hoping for a refund. I recall the person I spoke to saying that she couldn't refund the money because I hadn't cancelled the initial trial offer which was why I was still paying the monthly fee. She said that she would cancel the subscription there & then, but that as I hadn't used any of the credits I had accrued, (unsurprisingly as I didn't know I was still subscribed) she said that she would leave my account open for 3 months so that I would have an opportunity to use them up if I wished to.  She clearly did cancel the direct debit because the payments stopped. I most definitely didn't accept a new offer for 3 months - why would I do that when the very reason for my call in the first place was to cancel a subscription which I wasn't using & didn't want! So I am mystified as to how, somehow the account has been renewed again. 
Anyway, thanks for the link, tho I have to say why one has to resort to joining a forum chat to get access to Customer Care is beyond me - if you look at my Total Page Views & Messages Read,  there's quite a few - just trying, in vain, to find somewhere I could contact someone - all hugely frustrating!

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Louise5E35Author
Participant
June 24, 2022

Further to my last message, I have clicked on the link but can't see any Chat feature. I have tried turning off the Enhanced Tracking Protection for the site but still can't see it. Please could you forward an email address or telephone number?

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