AI assistant scam

[kseniya_9602]

I was somehow subscribed for AI assistant (I am not even sure what is that feature as I never used it) and I cannot even cancel it without paying huge cancellation fee!! it is outrageous! 30 min on the support chat and the solution they recommended me to pay monthly subscription for longer so i can cancell for a bit smaller fee! which summing up will be practically as much as to cancel today. It is so upsetting, such a great way of making money from so many people for nothing. Did not expect such fraud from Adobe. All other companies were happy to cancel if i did not use that service, because mistakes do happen and people should not be panished for that, especially if mistake is pressing wrong button on your screen (who knows maybe it is my cat who "subscribed")

[Shivangi_Gupta]

Hi @kseniya_9602,

Thanks for reaching out. I checked your account details and found that you subscribed for Adobe Acrobat and Adobe AI assistant for Acrobat on November 29, 2024.
The subscription for Adobe Acrobat is cancelled but AI assistant is still active. 
I would recommend you to contact our support team and start a private chat session here: https://adobe.ly/3W6wLyq

They may need some confidential account related information to proceed with the cancellation. They will provide you the best possible solution in this case. We assure you.
Let us know if you have any questions for us. 

Regards,

Shivangi

[kseniya_9602]

Hi Shivangi,

I have spoken to the agents for quite some time. They told me that it is the rule and subscription cannot be cancelled without a fee. I finally understood though how did it get there, I used Adobe Pro and paid for that lisence which i cancelled after 8 days because did not work out for my task. However, as part of the package for some reason AI assistance was there (which i never needed in the first place) and that one i cannot simply cancel without a fee! So my Adobe Pro was cancelled no problem, but assistant I now have to either pay for a year! or pay basically same price to cancel it.

The only solution agent suggested, that they give me free couple of month so I cancel a bit later and my cancellation fee will be lover, about 60% of original cost. I still find it extremely customer unfriendly and dishonest. If annual subscription is impossible to cancel it should be written in big letters before people press sign for "free trial" . I got that package without even knowing and now have to pay for it.

[kglad]

...type "agent" to bypass the chat bot and reach a human.

[kseniya_9602]

I did that. Not much they can do.

[kglad]

that doesn't make sense.  they know you could not use acrobat ai without acrobat and they know you cancelled acrobat.

you should ask them how it makes sense to pay for something that's impossible to use.

[kseniya_9602]

I googled, looks like AI assistant can work with basic free version of Acrobat which I have. I was upgrading it to Pro because needed to change pdf (was one off job and did not work because turned out i did not have font from that doc anyway). I thought worse case I pay one month of Pro and cancel later, but as "bonus" i got that assistant which i cannot now get rid off. That is especially interesting because Pro was cancelled no questions asked and they were in same bundle. Until today when i was charge for yet another month of Assistant i was sure i cancelled Adobe subscription.

[Jeffrey_A_Wright]

Kseniya, you are correct. The AI assistant does not require a paid version of Acrobat to use. I am sorry for any confusion and discomfort you have encountered during this experience. Please use the steps listed in https://adobe.ly/3W3vCb2 if you have any additional questions or feedback about support case ADB-37966334-R9R2.

Please also bookmark https://adobe.ly/3W82wqG for information on how you to cancel the AI Assistant for Acrobat plan if you decide to cancel in the future. You can find more information on any fees or charges that are typically applied at https://adobe.ly/3W6UjTZ.

For more information on AI Assistant for Acrobat with Acrobat and Reader, see https://adobe.ly/3W63e85. ^JW

[kglad]

oh, i stand corrected.

[Joolsey1973]

This happend to me I don't know why it happend.  I was simply looking at a PDF and trying to find the comments from a client which where hidden for some reason. I saw a ai tool which I thought might be a search. I didn't realise it was that amazing that we had to pay for it. I wasn't really sure what it was for. 

They wanted to continue charging me as if it was a contract. Luckerly the serive advisor was co-operative and they have stopped it and won't be charging me. After being with the adobe subcription for 5 years or so, I lost confidence in Adobe. Which was odd is that it was billed to a card I do not use for Adobe products. 

This has got to stop adobe!

[kglad]

you have to give your card information for it to be used.  and whenever you leave credit card info you should be reading the (not so) fine print and the fine print.

[Impressive_student2691]

I had a similar experience and finally succeeded. On the chatbot, I asked for an agent. After some non-sense responses to my request to cancel without paying the $14.97 early cancellation fee, I told the agent that if he would not tell me he would do so in 60 seconds, I would just cancel it myself, pay the fee, and think poorly of Adobe. That worked - the agent cancelled the subscription and waived the cancellation fee.