$89.96 Cancellation Fee?! [False statements & threats removed by moderator]

[KrystalS]

FROM: KRYSTAL S

I am writing to express my deep concern regarding my Adobe Creative Cloud subscription and the cancellation policy associated with it. I recently discovered that I am unable to cancel my monthly subscription, and had I been aware of this restriction, I would not have subscribed in the first place.

As a consumer, I believe that Adobe's current cancellation policy is in violation of consumer protection laws. It is my understanding that there are several laws in place to protect consumers from unfair practices, including those related to subscription services. While I am not a legal expert, I would like to bring to your attention the following laws that may be applicable:

1. Unfair and Deceptive Practices Laws: Many jurisdictions have laws that prohibit businesses from engaging in unfair or deceptive practices. These laws generally aim to prevent businesses from misrepresenting their products or services, including subscription plans. They often require businesses to provide accurate and transparent information to consumers.

1. Consumer Contracts Laws: Consumer contract laws set rules and requirements for contracts between businesses and consumers. These laws often address issues such as contract formation, terms and conditions, and the rights and obligations of both parties. They may include provisions that prohibit unfair contract terms, such as excessively high cancellation fees or hidden charges.
2.  
3. Automatic Renewal Laws: Many countries and states have enacted automatic renewal laws that regulate subscription-based services. These laws often require businesses to provide clear and conspicuous disclosure of automatic renewal terms, including the duration of the renewal period and the cancellation process. They may also require businesses to obtain explicit consent from consumers before enrolling them in automatic renewal programs.

These laws are in place to ensure that consumers are not misled or deceived by service providers and have the right to fair treatment and transparent information regarding their subscriptions.

I understand that cancellation policies are often outlined in the terms and conditions or in the fine print of the agreement. However, it is my belief that Adobe's subscription model is designed in a way that misleads and deceives customers into thinking they have the flexibility to cancel their monthly plan when, in fact, they do not. This practice is highly unethical and potentially illegal, as it takes advantage of customers' lack of awareness.

I would like to emphasize that I am not alone in this concern. There are numerous reports online from customers who have faced similar issues with canceling their Adobe Creative Cloud subscriptions. This widespread dissatisfaction further reinforces the need for Adobe to reevaluate its cancellation policy and ensure compliance with consumer protection laws.

In light of the aforementioned concerns, I kindly request that Adobe reviews and revises its cancellation policy to provide customers with the option to cancel their monthly subscription without undue restrictions or penalties. Transparency and fair treatment of customers should be of utmost importance to a reputable company like Adobe.

If I am billed for another month of service despite my desire to cancel, I will be left with no choice but to take further action. This may include initiating a class-action lawsuit to address the broader issue and filing a fraud claim with my bank to dispute the charges.

I hope that we can resolve this matter amicably and avoid any legal actions. I trust that Adobe values its customers and will take the necessary steps to rectify this situation promptly.

Yours sincerely,

KRYSTAL S

[Jeffrey_A_Wright]

Krystal, thanks for your public post about canceling your Creative Cloud membership. You can use the steps listed in https://helpx.adobe.com/manage-account/using/cancel-subscription.html to cancel your active membership. 

If you have any questions about any fees or charges applied to your annual membership, then please click on https://helpx.adobe.com/contact.html?rghtup=autoOpen to begin a secure chat session so a member of our support team can help you.

[John T Smith]

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
-there are so many people who miss the details that Nancy O'Shea added red arrows
-see the Nancy O'Shea message dated 3-22-2023 (with big red arrows) in this message
https://community.adobe.com/t5/account-payment-plan-discussions/bloated-nonsense/td-p/13669109

[Nancy OShea]

You agreed to the TERMS of Service when you gave Adobe your credit card & expiration date and then downloaded & activated the software. 

No consumer protection laws have been violated. 

That said, each matter is handled on a case-by-case basis.  If you calmy explain your sitution to Adobe Support, they might be inclined to help you find an acceptable solution to your problem.    Honey catches more flies than vinegar.

[Brandt311126794kjw]

I too have been blindsided by these cancellation fees and the lack of easy mechanism to disable auto-renewal.  I would never had signed up for a "subscription" that charges such a ridiculous fee to turn it off.  These are highly deceptive tactics meant to prey upon people who don't have the time to read the entire end user agreement.  And even if we do, it's written by a team of lawyers, and I, a non-lawyer, am supposed to perfectly understand it all?

Adobe is a large and storied compaany that makes world-class products.  What does it say about them that they have to engage in such deceptive and consumer unfriendly practices when it took me one click and a "sorry to see you go" when I cancelled my Discovery+ subscription.  While I concur we are legally responsible, do you think it's right to be decveptive like this?

[John T Smith]

Go up and click the link I provided a month ago on June 15

There is no deception

[kglad]

@Brandt311126794kjw 

i'm not sure about your situation, but adobe support can be very forgiving.  there are 2 ways to contact adobe; chat and twitter:

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-com...

[Chrystelle28512953v46w]

I agree with you Krystal. I signed up as a student to use for a couple of months and now cannot get out!! I never ever use Adobe and they've taken hundreds of dollars from me. It's so difficult to speak to an employee to get help. No clear way of getting into contact. I missed the last renewal date and it's been 2 YEARS now of bills from them. It makes me feel sick. Every time I try, I get a dead end. Absolutely disgraceful. Horrible company. It's deeply upsetting. 

[kglad]

there are 2 ways to contact adobe; chat and twitter (now x):

chat:
use a browser that allows popups and cookies
and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
in the chat field (lower right), type AGENT
be patient, it can take quite a while to reach a human.

twitter/x:
tweet @AdobeCare

p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative.

[Margot33084222a2a4]

I agree these are completely deceptive tactics. Monthly payment, annual plan - totally out of line with how basically every online subscription service works. I have a student account and needed Photoshop for one class, hence the monthly subscription. Then the cancellation fee. Ludicrious and unethical.

[kglad]

@Margot33084222a2a4 

the student plan is annual.  ie, there is no monthly student plan.

in any case, contact adobe support and make your case.