Participant

Question

Cancellation charges - surely this isn't legal?!

Forum|Forum|1 year ago
September 8, 2024
4 replies
13983 views

I signed up to the adobe pro trial and forgot to cancel it. I literally never use it. I saw the charge today and was reminded to cancel it. I come on to the site to attempt to cancel and am told I'll be charged almost 60 quid for an 'early cancellation' even though it's a monthly subscription!! How is this legal? It's a monthly subscription and it's really not clear that there will be extortionate charges if you want to then cancel the product (that you've never even used).

I'm completely appalled and will never use this product again. Has anyone else experienced this?! Is there any way to stop the money coming out of my account? I really can't affort it...

Billing

Shivangi_Gupta

Community Manager

Hi Kristy,

We appreciate you writing in sharing your experience. I checked your account details and found that you subscribed to Adobe Acrobat in 2022 and then in 2024.
As per the Adobe policies, the free trial can only be used only once. If you subscribe to the app again, you will be charged with the subscription charges. Perhaps this is the reason you are seeing those charges in your bank account.

I hope it clarifies the query.

Let me know if you have any questions.

Thanks,

Shivangi

John T Smith

Community Expert

When you 'click to agree' to the subscription terms while starting a subscription, that means that you really do need to read BEFORE you enter your credit card number to buy a subscription
-LONG discussion here, with link to Nancy O'Shea 'arrows' in subscription information
-And the difference between an actual Monthly subscription and Annual paid Monthly

-If you are a student, all student subscriptions are annual, there is no 'once a month' purchase

My Oct 4 2023 reply here discusses the different payment plans
https://community.adobe.com/t5/account-payment-plan-discussions/adobe-scam-1-year-subscription-payment/td-p/14133040
AND
https://community.adobe.com/t5/account-payment-plan-discussions/adobe-s-subscription-amp-cancellation-terms/td-p/12648724
https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

K

kirsty_7500

Participant

Thanks everyone. Nancy - to cut a long story short it was something I thought I needed then realised I didn't. Then forgot to cancel. I'm a human juggling working mum. Sometimes these things happen. Maybe they don't to you (your tone sounded quite cross), but they do to me!

It also turned out I had a subscription to a graphic design package which was def fraud of some kind. I would never get this as it's not my line of work. Charges were all over the place- some months one was charged, other months the other was charged, some months both were charged. Adobe are looking into why that happened.
They have also cancelled for me. So my top tip to anyone reading this would be: go to adobe direct, not community support.

kglad

Community Expert

@kirsty_7500

thanks for that. and for others, as posted above, there are 2 ways to contact adobe support; chat and twitter (now x):

chat:
if you have or want to purchase a subscription, 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.

twitter/x:
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.

kglad

Community Expert

there's no penalty for canceling a monthly subscription. however, if you Agreed to an annual subscription (paid monthly) there is a penalty for breaking that commitment.

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 2 ways to contact adobe; chat and twitter (now x):

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.

twitter/x:
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.

K

Kirsty362860955k14Author

Participant

I had NO idea I'd committed to an anual subscription. I would never do this, as I've never used the product. It seems like a bit of a con to me. Where is it clear that this is annual, and that there's a cancellation fee? Also why was it 9.99 a month and jumping suddenly to 19.99 a month?

kglad

Community Expert

repeat your original steps(stopping short of entering payment info and actually subscribing, of course).

K

Kirsty362860955k14Author

Participant

Plus, just to add, the thing I signed up for was supposed to be £9.99 a month, so suddenly seeing 19 on the site PLUS the cancellation fee makes me wonder if something sneaky is happening with this company and its subscription policies...

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