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D
defaultsdiv7l5tiyzb
Participant
January 9, 2023
Question

Abusibe billing for Adobe Illustrator

  • January 9, 2023
  • 2 replies
  • 333 views

I am really both disappointed and piss off by what happened to me.

 

I started a 7-day trial periof for using Adob Illustrator on January 1st. I disable the use of the application before January 8th, as I did not what to be billed. Today, January 9th, I receveived the bill for a monthly fee of 36,29 VAT incuded. I immediately canceled again AGAIN the use of Adobe Illustrator, and even after being billed that amount, I have been notified that the cancellation is confirmed and that I won't be able to use the application anymore. This would be fine if I would habe been refunded, but this is not the case. So, a 5-days free trial period cost me 36,29 euros. This is a dishonest commercial practice, and everything is done to make your life as hard as possible if you want to cancel a trial period. The Adobe website does not even include an email address to reach he billing services. You just have access to a dumb AI interface. This is disgusting. You are now aware about Adobe policy, and I am not the fist person to complain about such abuse.

    This topic has been closed for replies.

    2 replies

    Nancy OShea
    Community Expert
    Nancy OSheaCommunity Expert
    Community Expert
    January 9, 2023

    You disabled software or cancelled your subscription?  There's a huge difference.  Adobe doesn't know you want to cancel unless you actually cancel the subscription. 

     

    If you cancelled, you should have received a confirmation email.  Check your inbox/spam folder. Likewise, there would be record of it in your online account.

    https://account.adobe.com/support

     

    ===============
    How do I Cancel my Subscription?
    https://helpx.adobe.com/manage-account/using/cancel-subscription.html
    ===============
    Subscription & Cancellation Terms:
    https://www.adobe.com/legal/subscription-terms.html

    CONTACT ADOBE SUPPORT:
    ================
    Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
    Twitter: https://twitter.com/adobecare
    Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html


    Nancy O'Shea— Product User & Community Expert
      D
      defaultsdiv7l5tiyzbAuthor
      Participant
      January 10, 2023

      I have been looking for an hour about a clear way of cancelling that subscription, and I was unable to find it, even after looking for information on the web, so I disableb the software. Curisouly, after being billed, it was possible to find the page where cancellation was possible (and I am pretty sure I could not access that page during the trial period). Finding that page was pretty difficult though, with a lot of steps. So, when you want to subscribe, everything is obvious, but when you want to cancel, everything is difficult.

       

      The fact that Adobe is considering that cancelling and disabling are not the same is entirely an Adobe viewpoint. Adobe knows very well what software is installed and used, obviously.

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      January 9, 2023

      make yout case to adobe.  if you have anything to support your claim that you cancelled during the trial, adobe will refund that charge.  they may refund it even if you can't supply proof.

       

      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

       

      in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

       

      p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.

       

      <moved from using the community>

        D
        defaultsdiv7l5tiyzbAuthor
        Participant
        January 10, 2023

        Thanks for the detailed information.

         

        It is completely abnormal that these are the only ways to contact a company about an obvious and standard billing issue. If Adobe was based in Europe, they would have been constrained to do so by law, as this is just a way to make as difficult as possible the life of people who want to cancel a free trial. I am considering cancelling my whole Adobe Photoshop photography plan. I am not willing to feed a company acting that way.

         

         

        kglad
        Community Expert
        kgladCommunity Expert
        Community Expert
        January 10, 2023

        uninstalling your software or otherwise disabling, unless you cancel your adobe subscription, will result in you continuing to be billed. ie, adobe does not track what you do on you own computers and cannot determine or verify if adobe apps are even installed on your computer.  

         

        again, you need to cancel.  here's how to cancel:

         

        make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

        for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

        if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact 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

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