Auto Renewal - Price Increase with no notice

Question

I am very disappointed as I have been a long time Adobe Creative Cloud customer and I had a renewal coming up the beginning of this month. I had for a year been paying $29.99 for a membership and they renewed me, jacking the rate up to $49.99, I never expected this to increase. I contacted support for the first time about this Tues July 11th. I was try to get the support person online to drop me down to a $9.99 Photoshop plan as I couldn't see any other solution. They worked on this for about 35min without any success. I had to go to a meeting and said I would try again. Friday July 14th I tried again (2nd time), after being on for an hour trying to switch me they were not successful and said that my case was "high priority to our senior level to solve your issue" & "It will be taken care of within 24 hours". I come in today and the issue is still not fixed. Now on the third time working with another guy for over an hour he transfers me to someone that will cancel and recreate my account and this guy STILL cannot fix my account. He says maybe it is my credit card details which I check and see that everything is accurate (they didn't have any problem billing me two weeks ago.). I got frustrated and cancelled my account, which the person tells me I shouldn't have done because I was already charged $49.99+taxes which I am going to have to eat and now they are going to charge me for $300 (50% of a year) even though I don't have any account or ability to use the service any longer. Is this outrageous or what? Why doesn't Adobe know how to manage their own accounts? Why have I been on support 3 times for almost 2.5 hours and they still can't resolve my issue? When I originally contacted support it was within the 14 days of my order so I should not be receiving any penalty, however because of support's issues in assisting me I am now getting stuck with a cancellation fee?

Nexahs1138 · Accepted Answer

Fenja,Sorry what you are stating is incorrect. I found this in the statement about my renewal:"Annual contract, paid monthly Service begins as soon as your initial payment is processed You’ll be charged the rate stated at the time of purchase, plus applicable taxes (such as value added tax when the stated rate doesn’t include Tax/VAT), every month for the duration of your annual contract. If the applicable Tax/VAT rate (or other included tax or duty) changes during your one-year term, the tax-inclusive price will adjust accordingly. Your contract will renew automatically, on your annual renewal date, until you cancel. Renewal rates are subject to change, but we’ll always notify you beforehand. If you cancel within 14 days of your order, you’ll be fully refunded. Should you cancel after 14 days, you’ll be charged 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period. Cancellations can be made any time by visiting your Manage Account page or by contacting Customer Support."As long as you cancel your renewal within 14 days after it is executed you are entitled to a full refund and no 50% penalty.A renewal is an order. If it wasn't that would mean you would never be able to cancel. That doesn't make sense.That's true, I don't know what the other guy is talking about, a renewal IS an order.Adobe offer three types of orders, a per monthly basis which wouldn't incur a few I don't think, and two annual plans, one is to pay once a year and the other is once a month. With both of the annual ones you would have to wait for the year to expire if over the fourteen days but renewing that is an order because you can chose not to renew it at all.

Nexahs1138 · Answer

1) Where are you from, America, Canada, or Australia? If it's Australia then the pricing over there has been increased, from a few months back.

2) What type of subscription did you have, student or professional? Student pricing is discounted in the first year and is then increased in the second, which Adobe does notify you of before it renews.

3) How long did you wait to contact support?

4) there is a grace period of charges, I don't know if it follows over for renewals but if you cancel then you are charged 50% so as not to be cheating them of the service.

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