Participant

Question

Non-refundable auto purchase of YEARLY premium membership without reminder

Forum|Forum|3 years ago
July 27, 2022
3 replies
342 views

I have a premium account via my workplace, which for some reason didn't work for that task. Hence, I used my private account and upgraded to premium using the free one-week trial. I just needed this to sign one document and forgot about it. After a week I checked my bank account and now noticed a 80 eur charge. Then, understood that Adobe automatically purchased one year premium membership for me. No reminder. Nothing. The purchase was via iphone, and Apple's standard refund proceedure failed. They refuse to refund this. Adobe so aggressively charging absent minded people who forget to stop free trials is just nutts. Do people know that this happens?

This topic has been closed for replies.

Nancy OShea

Community Expert

It's a shame you didn't read the TERMS you agreed to BEFORE you gave up your credit card details. 😉

Adobe handles billing matters on a case-by-case basis. If you're nice and make a convincing enough case for not cancelling within the 14 day grace period, the agent may decide to waive the early cancellation fee for you. But they're not required to so be very nice. More flies are caught with honey than vinegar.

Good luck.

CONTACT ADOBE SUPPORT:
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Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

Nancy O'Shea— Product User & Community Expert

H

Henrikas25412159rydzAuthor

Participant

Who reads these terms? You saw the length of the text? I have bought many apps that I didn't like or bought other soft which I understood I didn't need eventually. In all cases I could stop using them and get refunded. Actually, I have never had a virtual or real item I could not return and get refunded. It would never appear to me that what just happened happen with Adobe. So, yes, I do buy things liberally, and, yes, I don't read these terms, because I know there are some customer rights, protected by EU agencies. There's also general decency on the part of sellers who also care about their face/reputation.

True. But I have used honey twice already. Two of my (nice) requests to refund were rejected without a single word of explanation. Do you think honey would work the third time?

Nancy OShea

Community Expert

Nothing ventured, nothing gained. 😄

Nancy O'Shea— Product User & Community Expert

kglad

Community Expert

there are lots of complaints about people failing to realize they've made a one year commitment when they sign up, but i'm not sure that's your issue.

it seems your issue may be there was no reminder that you'd subscribed, but adobe does send an email confirmation of your subscription. of course, like all emails that could have been blocked or routed to a spam folder, but it's an automated process so it's not something adobe would "forget" to do.

or you may be complaining that adobe failed to email you with a warning you that your free trial was about to end. that's a legimate (imo) issue, but not a common complaint. in fact, i don't recall hearing it previously. in any case, if that's your issue, while it won't help you, you can make a suggestion to adobe to help others here, https://www.adobe.com/products/wishform.html

H

Henrikas25412159rydzAuthor

Participant

What about CDR and the 14 day return right? Whatever I buy in EU/EEA, I can return for whatever reason. Jesus, I'm buffled I have to deal with this kind of aggressive marketing with Adobe. Do you understand that I don't need this f membership. I already have a premium account via my university/research institute and this extra membership was bought by accident. Why do you have to stuff products to people?

kglad

Community Expert

i'm not an adobe rep. if you want to contact adobe,

using a browser that allows popups and cookies, contact adobe support by clicking 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

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.

p.p.s you can also use phone (but chat is usually quicker), https://helpx.adobe.com/contact/phone.html

LinSims

Community Expert

You mean this bit here, where it tells you that billing starts automatically if you don't cancel before a certain date? That lack of warning?

Meantime, I'm moving this to the Account, Payment, & Plan forum, which is the appropriate forum for your question.

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