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Adobe kept charging me after I cancelled [Topic edited by moderator]

New Here ,
Oct 03, 2021 Oct 03, 2021

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I installed a free trial of an upgraded version of Adobe on May 11, 2021.  The free trial was supposed to give me several benefits, including the one I was mainly interested in, making a PDF a fillable document.  However, the features of the free trial did not work.  So, I cancelled within 30 minutes of signing up for the 7 day free trial.  I even got the e-mail confirmation.  I think nothing more of it until I noticed in July that my card was being charged $14.99 each month!  I contacted my bank and disputed the charges.  They were able to refund the July payment.  They charged again in August and so on.  Each month, I disputed.  Each month the money was refunded.  Finally, getting tired of having to deal with it every month, I went into Adobe to contact them directly and I see that they have me listed as having an active account!  After waiting for an agent for almost an hour on chat, I finally just went through the cancellation process again at which time they tell me that they are charging me another $30 to cancel!  I cancelled DURING the free trial initially!  It clearly stated that if I chose to cancel during the free trial, I would owe nothing.  When I finally got to speak with someone, they said that since I had cancelled within the first 24 hours, the system would have kicked it out, so I never fully cancelled!  No where did it say that!  The confirmation email I got of the cancellation gave no warning.  Long story short, they will charge you even if you cancel during the free trial with no notice and then they will charge you more for getting it straightened out.  And their product does not even work, at least it didn't for me.  So, I will once again disute the charges with my bank and I am having my card replaced.  So, plan to pay for the free trial whether the product works or not.

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correct answers 3 Correct answers

Community Expert , Oct 03, 2021 Oct 03, 2021

Sorry to hear about your experience. As you surly have the case number, contact Adobe again an insist on a cancel without fee. As you still have the e-mail the cancellation is effective. There is nothing more to say about that. That the cancellation has been "kicked out" is nonsense.

 

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-res

...

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Community Expert , Jan 26, 2023 Jan 26, 2023

@Craig28124114ugff 

 

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 3

...

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Community Expert , Jan 26, 2023 Jan 26, 2023

If you cancelled as you say you did, the Adobe system sent you a confirmation email. Check your inbox/spam folder for it.

 

Likewise, the support history panel in your online account shows recent account activity.

https://account.adobe.com/support#

 

If neither shows you cancelled, then perhaps you didn't cancel this plan.  Maybe it was another plan that you cancelled instead.

 

In any case, we're not Adobe employees, you'll need to work this out with Adobe support.


CONTACT ADOBE SUPPORT:
=======

...

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Community Expert ,
Oct 03, 2021 Oct 03, 2021

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Sorry to hear about your experience. As you surly have the case number, contact Adobe again an insist on a cancel without fee. As you still have the e-mail the cancellation is effective. There is nothing more to say about that. That the cancellation has been "kicked out" is nonsense.

 

Adobe customer care can be contacted by beginning a secure chat session at https://helpx.adobe.com/contact.html?rghtup=autoOpen. Pop-up blockers need to be disabled! If the chat window fails to open, or is non-responsive, use a different device to start the interaction.
Support phone numbers may be found here: https://helpx.adobe.com/contact/phone.html. Please note that phone charges may apply.

(see also here: https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703 or here
https://community.adobe.com/t5/account-payment-plan/how-to-contact-adobe-support/td-p/11843852)

 

Let us know how your second experience went on.

ABAMBO | Hard- and Software Engineer | Photographer

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Community Expert ,
Oct 03, 2021 Oct 03, 2021

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Without more information, I'm guessing you had more than one subscription possibly under different email addresses.

 

FREE Acrobat Reader -- view, comment & sign PDF.
https://acrobat.adobe.com/us/en/acrobat/pdf-reader.html

Paid Acrobat Pro DC -- the complete solution for creating and saving PDF.
https://acrobat.adobe.com/us/en/acrobat/acrobat-pro.html
Minimum system requirements: https://helpx.adobe.com/acrobat/system-requirements.html

===========

How do I Cancel my Subscription?
https://helpx.adobe.com/manage-account/using/cancel-subscription.html
===============
Subscription & Cancellation Terms:
https://www.adobe.com/legal/subscription-terms.html

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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New Here ,
Jun 22, 2022 Jun 22, 2022

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Same thing happened to me. I cancelled DAYS before the end of trial and they charged me anyway. I complained but the chat agent would not answer me as to the issue.  He said he would cancel it for me, which was further maddening.

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New Here ,
Jul 14, 2022 Jul 14, 2022

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omg this happened to me in jan 2021 when i was doing contract work and needed acrobat for someone's computer for one day. I did a free trial and canceled before it was over and I used my personal CC because that was all I had on me at the moment when I needed the trial. I got charged on my credit card after canceling the free trial. I called and they said sorry and refunded. The next month, charged again. I called and they said I had an annual subscription now and it would be a $30 cancellation charge. I told them I never wanted a subscription to begin with. So after much back and forth for a few days, I finally sucummbed to the fee just to cancel so I didn't have to keep getting charged and then calling each month. Anyway life got crazy and I stopped monitoring my credit card as close. I just discovered they've been charging me $14.99 for almost year. Each month. For NOTHING.  I reemed them out... apparently my old email address that I used when doing that contract job is linked to the account and my card has been on file and I've been charged monthly for the past 10 months. It's my own fault for not looking closely at my statements, but seriously...  [cursing removed by moderator]  I am about to cancel my entire credit card account due to Adobe. They're apparently refunding me but I'm not going to hold my breath.  This company is seriously creepy and shady.

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New Here ,
Jul 14, 2022 Jul 14, 2022

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and when I say 10 months, I meant 16 months.

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New Here ,
Jan 26, 2023 Jan 26, 2023

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Same thing happened to me. This is crazy, and I would suggest borderline nefarious. I believe adobe is doing this purposely, and making cancellation challenging so as to charge people even when they wish to cancel.

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Community Expert ,
Jan 26, 2023 Jan 26, 2023

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@Craig28124114ugff 

 

make sure you're aware of the cancellation terms by selecting your plan type (at the top of the page here), https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

for info on how to cancel your subscription, this page describes the few steps involved, https://helpx.adobe.com/manage-account/using/cancel-subscription.html

if you want to cancel but are unable to follow the steps described in the "how to cancel page", contact adobe support.

there are 3 ways to contact adobe; chat, phone 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.

phone:
https://helpx.adobe.com/contact/phone.html

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...

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Community Expert ,
Jan 26, 2023 Jan 26, 2023

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If you cancelled as you say you did, the Adobe system sent you a confirmation email. Check your inbox/spam folder for it.

 

Likewise, the support history panel in your online account shows recent account activity.

https://account.adobe.com/support#

 

If neither shows you cancelled, then perhaps you didn't cancel this plan.  Maybe it was another plan that you cancelled instead.

 

In any case, we're not Adobe employees, you'll need to work this out with Adobe support.


CONTACT ADOBE SUPPORT:
================
Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Twitter: https://twitter.com/adobecare
Phone M-F, during normal business hours: https://helpx.adobe.com/contact/phone.html

Hope that helps.

 

Nancy O'Shea, Product User & Community Expert
Alt-Web Design & Publishing ~ Web : Print : Graphics : Media

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Community Expert ,
Jan 26, 2023 Jan 26, 2023

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quote

 I believe adobe is doing this purposely, and making cancellation challenging so as to charge people even when they wish to cancel.


By @Craig28124114ugff

Let me state this: because of all those issues that got reported by users, I took a plan and cancelled it several hours later. Not only got I an e-mail, when I took the plan, with all information on, but after the cancellation, I got an e-mail with the cancelation confirmation. There was no problem whatsoever.

 

I know that sometimes things can go wrong, but please, Adobe does not need to make it hard to cancel. 

ABAMBO | Hard- and Software Engineer | Photographer

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Community Expert ,
Jan 26, 2023 Jan 26, 2023

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<@Abambo, your last sentence could be misleading>

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