Misleading the user, system interface deception

Question

Adobe Acrobat had offered me a free trial, but when I accepted it, 478.80 TL was charged from my card. It is very unpleasant that the user interface misleads customers in this way. Even so, I let it go this time and did not reach out to you. Now I want to cancel so that it won’t renew again, but it says that an early cancellation fee of 2,633.40 TL will be charged for the annual commitment. When I go to the “Manage Commitment” section, it says Annual Plan, Prepaid. I did not select any of these myself; all I wanted was to accept the free trial offer, and even then, the money was withdrawn immediately. Because the system misleads the user, I should not be forced to pay this money or be obliged to use this application for a year. Please resolve this grievance. I request that the subscription on my account, be terminated free of charge.

ShivangiGupta · Accepted Answer

Hi ​@N,We’re really sorry to hear about your experience.The free trial lasts for 7 days. If it isn’t cancelled within this period, it automatically converts into a paid subscription.Upon reviewing your account, I can see that:Adobe Acrobat Pro was subscribed to 18 days agoAI Assistant for Acrobat was subscribed to 11 days agoAdobe offers a full refund if a subscription is cancelled within the first 14 days. As a result, the Acrobat Pro subscription is outside the eligible refund window. However, the AI Assistant subscription is still eligible. You can cancel it by following the steps shared by ​@kglad.Once cancelled, the refund will be initiated automatically and should be processed within 12–14 days.I hope this helps.^Shivangi

kglad · Answer

you must cancel your subscription within the refund period to avoid penalties and receive a refund, if you commit to an annual subscription. for mor info about the cancellation terms by select 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", you probably have a payment error that you need to repair before cancellation is allowed, https://helpx.adobe.com/manage-account/kb/fix-failed-missed-payment.html

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