Dear all,
I would like to share a great experience in losing money with an Adobe Pro subscription of 3 months free subscription.
I took PDF Pro when it was a 3-month trial in June 2022 for PDF edit feature for filling a form. I forgot to cancel the subscription. Then it subscribed automatically to an annual plan and started charging ₹1,596.54 monthly. I didn't notice the charges. I tried cancelling the plan, but it showed that I needed to pay 50% of the annual fee as an early cancellation.
I discussed this with the Adobe customer care agent in chat, and then they understood the situation and received info from them, they cannot help to cancel the subscription without any charges. Rather they give the option to reduce the plan to ₹797.68/month for one year. After that, on any time when I check the subscription to cancel it will show early cancellation charges 50% and that month the subscription will end. So waited for the end of one year to cancel the subscription.
At the end of the year plan, I saw that in the bank statement, there is a charge of Adobe Pro ₹1,596.54. There is no communication email or message for the upcoming payment. Moreover, there is no monthly statement email of charges. Adobe has the invoices only on login and see in the Adobe account.
I tried to cancel the subscription from the account login, It was another shocking that, In order to cancel the plan, I needed to pay around INR 8780 for an early cancellation fee for the second year.
As usual, I tried to contact Adobe again in chat customer care agent, and received the below message from the agent reply:
"Thanks for sharing me your concern, I will surely help you with that, as I can check you have an Active subscription of “Adobe Acrobat Pro” and you are paying “INR 797.68”
May I know how can I assist you?"
After explaining the situation got the below reply:
"I can completely understand and I have checked that you have purchased a paid plan with an annual commitment and monthly billing mode of payment that is why you have got it at discounted price where in If you see the price for month to month subscription there is a huge price difference, we do have 14 days of refund policy after the purchase where there is no termination fee applies within the period. Now you are in the midterm of the tenure, that is why if you would cancel it now then there will be a cancellation fee applicable on your account and in your case your cancellation fee will be INR 8,780.97.
May I know how you would wish to proceed?"
Later explained the complete situation that I am not using the Adobe product and simply paying the monthly changes, and received a reply
"In that case I'll go ahead and cancel your subscription and I would also informed you that we only have 14 days refund policy. In this we provide a refund if you cancel the plan within 14 days of your initial purchase date. As a goodwill gesture I will be waiving off your cancellation as a one-time exception since you have been a valuable customer of Adobe, we appreciate you as a member and hope you use our products again in the future."
With this conversation, it has ended up giving waive of the cancellation fee on the second year starting. INR 8,780.97, with the note that supposed to pay adobe is helping because of valuable customers.
but the monthly charge of ₹1,596.54 cannot be given refunded.
This is completely insane and puts customers into trouble and the trap of taking money. I am waiting to get the waiver of the charges, God only will answer to Adobe for doing like this without being transparent and with no communication.
To be honest, I have all the billing invoices, chat communication and my request and responses for reference incase of anyother changes will adobe put to check. Please be aware of taking any free subscription before you take it
Regards,
Unhappy customer
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