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Cerberus25
Cerberus25
Participant
February 8, 2019
Question

Just want my plan to switch when it's up in 2 weeks.

  • February 8, 2019
  • 1 reply
  • 734 views

I was sent an email telling me that my monthly subscription will go up $20 per month with the annual renewal.  Okay, fine, I don't use all of the products so I just want to stop the auto-renewal and change over to the photography plan.  For some reason, it's not working on the website.  When I click "submit", there's bit of a wait and it says "Error, try again later".

So, I waited a day and tried again.  Same error.  Got on the chat with "Rahul" in customer service where he tells me that I have to cancel my current plan and as a "gesture of good faith" he will waive the cancellation fees.  I am in the 12th month of my contract and I've paid for that last month.  I owe $0 on this account, so why would there be cancellation fees?  So I explain that the subscription is up in 2 weeks and I just want to stop the auto-renewal and switch over to another plan.  Rahul told me that the only way to stop auto-renewal is to contact customer service again within "2-3" days of it charging my account and cancelling my plan.  I told him that's not right, everything on the terms and conditions contradicts everything he said.  Why would anyone in their right mind sign up for an annual subscription in which the only way to stop the auto-renewal is to wait 363 days and call customer service?

Get your customer service house in order, Adobe!

This topic has been closed for replies.

1 reply

David__B
Adobe Employee
David__B
Adobe Employee
February 9, 2019

Hi Cerberus25,

Sorry for the poor experience and confusion. I read through the chat interaction you had with Rahul. To me it seemed like some miscommunication, him not reading all of the details of your account, and him offering solutions which were easier for him but not for you. Normally you should have been able to simply change plans yourself. I'm not sure why you were receiving the "Error, try again later" message. Typically when you change plans yourself, it cancels your current subscription and gives you a refund for any time you had remaining on your old subscription, and you pay in advance for the first month of your new subscription. Rahul should have been able to do the same thing for you. I'm not sure why he was saying you would need to wait 2-3 days before your current subscription expired. That is definitely not the case. Maybe he offered this because he didn't want to go through the process of getting you a refund for the time remaining on your old subscription, I'm not sure. There would be no cancellation fees like you pointed out. Sorry for your poor experience. Thanks for posting about it to let us know.

- Dave

Cerberus25
Cerberus25Author
Participant
February 9, 2019

Thanks Dave,

I still can't do anything with my plan online. I've tried different

browsers, different computers, and I tried to change my card information,

which it's giving me an error message for that too! What really bothers me

is that there is no information on the different errors. Did the web

developers miss class the day they were supposed to learn error

checking/reporting?

At this point, my main concern is getting my account fixed so I can make

changes myself without having to rely on a customer service rep like Rahul

who has no idea what he's doing. You mention miscommunication? That tends

to happen when you farm your customer service out to other countries. I

was very clear on what I was asking him and he so blatantly copied and

pasted my question into his (false) response, that he pasted the question

mark too.

I thought the issue may have been caused by a problem with my payment

method (again, if this is the case, it should have said so in the error

message), so I tried updating my payment method and I got an error trying

to do THAT too! So, basically, at this point, I have no way to manage my

account on my own.

Nancy OShea
Community Expert
Nancy OSheaCommunity Expert
Community Expert
February 9, 2019

Go back to Online Chat and ask for a supervisor.

Contact Customer Care

Nancy O'Shea— Product User & Community Expert
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