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Adobe reagiert nicht auf Verbraucherschutz - Abo-Falle

New Here ,
May 22, 2023 May 22, 2023

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Hallo liebe Community,

 

ich benötige euer Herdenwissen. Ich habe versucht mich mit dem Support von Adobe in verbindung zu setzen, es geht um das Abo-Model nach ablauf der 7 Tage Testphase. Das einzige wie ich erfahren habe, das die Testphase abgelaufen war, war das ich auf meiner Kreditkarte die Abbuchung von über 61€ gesehen habe. Ich wurde auf den Ablauf wie auch auf den übergang in dieses AboModel nicht informiert. 

Im Chat habe ich das dem Support mitarbeiter dargestellt, er meinte er kann das Abo Kündigen muss aber mehr als 300€ dafür bezahlen. Ich habe die Adobe Produkte einmal im Testzeitraum genutzt. Weiter habe ich den Support direkt angeschrieben, bekomme aber keinerlei Antworten. Aufgrund das dass hier tatsächlich eine AboFalle ist, habe ich den Verbraucherschutz eingeschalten, welcher auch nach mehrmaliger Fristsetzung keine Antwort bekommt. Hier würde ich jetzt wenn Adobe bis zur heutigen Fristverstreichung nicht reagiert über eine Sammelklage nachdenken. Meine Kreditkarte musste ich nun Sperren lassen, da ich keine Handhabe habe, aus dem System meine Zahlungsdaten zu entfernen. 

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Account management , Billing

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Adobe Employee ,
May 22, 2023 May 22, 2023

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Hi there,

 

Happy to help!

 

We have checked your account and we see that you have an active subscription under the email address associated with the community which has a billing issue. Hence, the subscription cannot be cancelled until the issue is resolved.

 

Also, please read the article to learn about cancellation terms for your subscription.

https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html#cancel

 

Please contact us via chat so that our support team can help you.

https://helpx.adobe.com/contact.html?rghtup=autoOpen

 

If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

 

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

 

Hope the information was helpful to you. Please let me know if you have any further questions.

 

Sincerely,

Rashmi Swain

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Community Expert ,
May 22, 2023 May 22, 2023

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@Smurfyblue 

 

you should check your trial agreement which automatically turned into a subscription (in your case an annual one) after your 14 day trial.  part of your annual agreement was that you would pay 1/2 the amount remaining on your one your commitment if you cancelled early.

 

you can check those terms here, https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html

 

btw, part of your agreement was a clause to forego class-action lawsuits.

 

anyway, 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 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...

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Guest
Aug 14, 2023 Aug 14, 2023

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Hallo liebe Community,

 

vorab meine Frage, hat sich hier bei dir @Smurfyblue bereits irgendetwas ergeben?

Mir ist genau dasselbe passiert, ich habe auch ein Probeabo gemacht und komme da jetzt nicht raus.

Es wurden mir auch bereits 61€ eingezogen. Es war für mich nie ersichtlich, dass ich irgendetwas unterschrieben habe, daß das Abo nun automatisch in einen Jahresvertrag umwandelt.

 

Über eine Rückmeldung oder weitere Informationen würde ich mich freuen.

 

 

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Community Expert ,
Aug 14, 2023 Aug 14, 2023

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@Deleted User 

 

you also need to contact adobe support if you're unable to cancel reading the info in my previous post.

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New Here ,
Nov 03, 2023 Nov 03, 2023

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99% aller Kunden können nicht irren... https://de.trustpilot.com/review/www.adobe.com
Wir wollten einem Angebot folgen und Adobe Stock von 40 auf 750 aufrüsten, stattdessen haben wir nun 2 Lizenzen, die monatlich abgerechnet, aber natürlich ein ganzes Jahr unkündbar sind. Und möchte man sicherheitshalber schon mal kündigen. Nene - das ist nicht möglich. Selbst das rechtzeitige Kündigen geht scheinbar nur innerhalb eines kleinen Zeitfensters, da muss man sich aber ordentlich hin- und hernavigieren und ich habe bis Dato keine ehrlichen Informationen finden können. Die Deutsche Telekom hat ein Vergleichbares Backend für seine Kunden erstellt, in welchem man von überall aus bestellen und hinzufügen kann. Lizenzen entfernen oder Abos beenden ist leider nicht vorgesehen. Großes "Sorry", oder wie muss ich mir das vorstellen.
Wir Zahlen ca. 1000 EUR pro Monat an Adobe für Lizenzen. Kundensupport ist leider nicht erreichbar.

Also ich hätte Interesse an kollektiver rechtlicher Schritte. Wer ist dabei?

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Community Expert ,
Nov 03, 2023 Nov 03, 2023

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@dc-dc-dc 

 

contact adobe support.

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Guest
Feb 29, 2024 Feb 29, 2024

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Ich hab das gleiche Problem und ich sehe gerade ich werde wahrscheinlich um die 130 € bezahlen müssen. Ich hab auch nur ein Probeabo gemacht und anschließend auch beendet. Ich weiß nicht ob der Rechner oder was durch die eingegebene Form Maske wieder eine Verlängerung gemacht hat oder ob das einfach nur wirklich abzocke ist. Ich finde das wirklich ärgerlich, dass man nicht vorher gewarnt wird oder dass nicht eine Nachricht kommt, dass man ein eine Verlängerung macht die um ein Jahr geht. Ich würde doch niemals ein Jahres Abo machen Ich verstehe das nicht dass man jetzt hier so wirklich ohne Wissen abgezockt wird. Das finde ich eine Frechheit und wenn man sich dann an den Service wenden will, dann ist alles auf Englisch und ich werde bestimmt nicht dieses Problem auf Englisch mit irgendwelchen Mitarbeitern versuchen zu klären 

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Community Expert ,
Feb 29, 2024 Feb 29, 2024

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@Deleted User 

 

if you canceled during the trial period (or even 1 week after), contact adobe support.  there's no penalty for cancellation during that time.

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Guest
Feb 29, 2024 Feb 29, 2024

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They have already deducted an amount twice without my notice. Now they state that if I cancel, the entire service would be terminated, but they would still deduct 107 euros. If I decide to continue using the service, acknowledging that I am paying for it, I'd prefer to disable the automatic renewal now. However, this is not possible; I have to wait until December. If I miss the deadline, it seems I will be charged again. This is absolutely outrageous. I find these methods to be unacceptable. As a German speaker, I now have to try to contact Ireland and handle the entire situation in English. This is a complete no-go. Considering the amount being paid, and without my knowledge, two monthly charges have already been deducted. I only used the trial period at most. It seems that I was offered another deal while logging in. Without realizing it, I proceeded, and subsequently, the subscription was activated, and that too for an entire year. This is an absolute disgrace.

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Community Expert ,
Feb 29, 2024 Feb 29, 2024

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set a reminder (eg, on your mobile) to cancel in december.

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Guest
Feb 29, 2024 Feb 29, 2024

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 Honestly, I don't even know which Adobe products I need. I hardly use it, except for the PDF Reader. There are plenty of alternatives for that as well. For me, it doesn't make any sense to use this product. I mean, on the other hand, it's silly to pay for it, and now having to pay this penalty in full. What kind of methods are these? It's truly outrageous. I feel genuinely deceived.

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Community Expert ,
Feb 29, 2024 Feb 29, 2024

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reader is free.  and if you only need one app or the photography plan, you can change to those lower cost plans AND cancel your current plan with no penalty.  a possible downside is the bew plan would start another 12 month obligation.

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Guest
Feb 29, 2024 Feb 29, 2024

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Why should I now try to create any subscriptions more affordably? I was actually misled on a website that is reluctant to offer deals. In the fine print, it probably states that it's an annual subscription, and if you cancel now after realizing this, it somehow leads you to fall into more traps. I will cancel my subscription now because I just realized I have to pay almost 18 € per month, and if I pay that for ten more months, it's 180 €. Cancelling itself would impose a penalty of 107 €. At least now I know what is more cost-effective.

Moreover, I am a medical student. What do I need with a photo app?

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Community Expert ,
Feb 29, 2024 Feb 29, 2024

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i don't know your situation beyond what you post.  if you want to leave things where they are now, do nothing.

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