Participant

Question

Subscription problem Continues [Title edited by moderator]

Forum|Forum|6 years ago
September 19, 2019
3 replies
298 views

Today I tried to cancel my monthly subscription. Adobe wants two months fee to initiate the cancellation. My bank said that since Adobe is using a reoccurring atm debit transaction that they could not cancel either. I was further told that getting a new debit card or re-opening an entirely new account would not help. The reoccurring Adobe charge will likely follow and reoccurr - like a computer virus.

From other threads on this forum, I see the same issue has remained unresolved since at least 2017, which raises a host of additional questions regarding the Adobe's business practices.

This topic has been closed for replies.

C

CEO-MathSlay3rsLtdAuthor

Participant

The terms and conditions were changed after I made the purchase. In the screen shot above it says "institutional affiliation required" but no other "requirements." The cancellation fee if any should be listed here - not in fine print. Having a very abiguous cancellation policy in fine print followed by a draconion policy - also in fine print - smacks of a mid-century used-car sales business model. Certainly, you may obtain these fees, but over time the cost will be a market segment that will gladly exchange Adobe for a less well developed product that has a more-up-to-date customer service model.

This entire thread has been about 'the fine print.' Not unlike the used-car sales model, the fine-print customer service strategy takes advantage of people's good nature or perceptions about Adobe. Not being able to cancell though my bank because of the type of debit Adobe uses and then being told by Adobe reps that its all in the fine print doesn't just smack of old-timey crookedness - It's out and out bullying customers to pay. The Adobe corporate culture does not see value in developing customer-loyality, and does not have a model that ascertains the customers needs and employ creative methodolgies to help them.

Abambo

Community Expert

The terms and conditions were changed after I made the purchase.

When did you make your purchase?

The cancellation terms are like that since a while...

And when you press BUY, you agree that you have read the subscription and cancellation terms.

ABAMBO | Hard- and Software Engineer | Photographer

Abambo

Community Expert

For annual plans paid monthly (not to confound with monthly plans paid monthly!!!), if you cancel early, you have to pay an early termination fee of half of the reamaining due. Accoring to your sayings, I suppose that there are still 4 month left.

The early termination fee is clearly stated in your subscription terms you agreed upon, when you took your subscription. The problem with this is that may people click through the terms without reading or forget about that or simply think that they have an monthly subscription as they pay monthly.

ABAMBO | Hard- and Software Engineer | Photographer

C

CEO-MathSlay3rsLtdAuthor

Participant

No where in the terms does it state that a termination fee equal to "half the remaining" subscription term is due. The terms merely infer the possibility of a cancellation fee by stating: "12-month commitment required." The term "commitment" in the phrase "12-month commitment" is too ambiguous for contractual language and strongly implies that how much is charged varies from person to person. This leaves it open to fees being charged in a manner that, intentionally or not, is at best arbitrary and at worse discriminatory.

Abambo

Community Expert

Excerpt from the Subscription and cancellation terms:

Cancellation Terms:

You can cancel your subscription anytime via your Adobe Account page or by contacting Customer Support*. If you cancel within 14 days of your initial order, you’ll be fully refunded. Should you cancel after 14 days, you’ll be charged a lump sum amount of 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period.

ABAMBO | Hard- and Software Engineer | Photographer

jane-e

Community Expert

Do you have an annual plan, paid monthly or a monthly plan? The monthly plan costs more and can be cancelled without penalty. The annual plan is an annual plan and has a cancellation fee if cancelled early. Here are the plans:

https://www.adobe.com/creativecloud/plans.html

~ Jane

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