Shocking service

Forum|Forum|3 years ago
January 11, 2023
3 replies
388 views

So, I signed up for a free trial about a month and a bit ago. I used PhotoShop and Illustrator literally once. I deleted it and have never used it again since.

A month or so goes by and a payment comes out of my bank, I'd forgotten entirely that I'd even signed up for this and then had to recover my account as I wasn't sure of the password.

I find on my account that I am tied into an "annual plan" which is "billed monthly" which is not what I'd originally agreed to.

I try to cancel the plan to be told I would incurr a charge of the COMPLETE package cost.

Support agents aren't helpful, they try and upsell you or offer you a cheaper option when in reality, I don't even want to use Adobe.

It's no wonder so many people pirate this software, the company and the support are abysmal.

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John T Smith

Community Expert

When you 'click to agree' to the subscription terms while buying a subscription, that means that you really do need to read BEFORE you enter your credit card number to buy a subscription
-You also need to know that a subscription renews AUTOMATICALLY if you do not cancel during your 12th month
-see the Nancy O'Shea message dated 8-11-2022 (with a yellow highlited picture) in this message
-https://community.adobe.com/t5/account-payment-plan-discussions/adobe-hidden-contract-is-disgusting/td-p/13129213

LinSims

Community Expert

Deleting the programs off your system isn't enough. You have to cancel the subscription from your account page. There's no other way for them to find out. If you don't tell them you're canceling, the trial is automatically rolled over. This is explicitly stated on the subscription page.

The support agents probably have a "retain the customer" mandate. I suspect they probably get dinged on their employee reviews if they don't follow their scripts in this respect.

kglad

Community Expert

you can check whether you agreed to the annual plan paid monthly or the monthly plan by checking the monthly cost you thought you were going to pay: https://creative.adobe.com/plans

monthly plan costs significantly more per month than the annual plan paid monthly. if that's what you signed up for, there is non cancellation charge.

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