Welcome Dialog

Welcome to the Community!

We have a brand new look! Take a tour with us and explore the latest updates on Adobe Support Community.


Locked

Can't cancel subscription on Adobe website [edited by moderator]

New Here ,
May 01, 2020 May 01, 2020

Copy link to clipboard

Copied

Hi users,
Just want to let you know that BEFORE MAKING SUBCRIBPTION on Adobe website. 
They will charge you illeggally after you request cancelation of the plan.  So you will need to change you bank card or something. Or use Paypal and  request cancelation of agreement with Adobe via Paypal - because they never cancel from their side and continue charging you.  

I have opened case on PayPal and they urgently canceled agreement. Now are dealing with Adobe.

Bellow is my chat with the support today.  It was my secont conversation. First time, I contacted them 40 days ago and asked to cancel all paid plans.  Their website does not allow cancelation from user side. 
they also dont send chat-conversation automaticly to your email.
 
Be carefull,  adobe softs are OK but their customer service os total ... 🙂 

P.S>  I just receive their message saying : 

"I have sent you the email and as an exception refunded you the amount.
You will get the refund with in 5 to 7 business days".


***********

Today  1:20 PM
Adobe Customer Care Virtual Assistant
Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you.
Hello, I wrote you month ago that I want to cancel my plan. But today I was charged again. Please refund
Adobe Customer Care Virtual Assistant

Ok. Connecting you to an agent who can help.

Connecting you with a specialist as soon as possible.

You are now connected to Nishu, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.
Nishu

Hello Zviad , I'll be happy to assist you. May I know why you wish to cancel your subscription?
You website does not allow toi cancel account, it suggested to "Contact support to make changes to your plan." So I wrote here in chat , month ago that I want to cancel
due to pandemic
But I was charged today again
Can you explain why
Nishu

which plan you wish to cancel?
Indesign of photography?
I did not use adobe last month
I requested to cancel paid plans for some time
If there are free they can be left
I believe you have access to conversation associated with this account - there is the request to cancel
Nishu

Which plan?
hello
Can you read
OPlans associated with my account
All paid plans - subscriptions
paid subscriptions for all adobe products associated with my account
Can you confirm that you understand?
I mean english?
1:27 PM
Nishu

I have cancelled both of the plans and no further charges.
You can use all the plans till this paid cycle.
my friend
You made unauthorized transaction - charged me
So refund it
I requested cancelation more that 40 days ago
Can you properly understand what I'm telling?
Nishu

How did you make a request of cancellation, which source?
The same way as I'm doing it now
by this chat on adobe website
because your website has NO cancelation option. It says "Contact support to make changes to your plan".
Nishu

That time you left the chat ion between and we did not get the confirmation.
I am reading the chat.
Refund is not possible but now no further charges.
Do you see that I'm saying cancel my subscription???
In that chat
Nishu

Sir, we need confirmation and one line can not give us confirmation.
I repeated many times, dont continue my plan
cancel
What kind of coinfirmation you need
Nishu

Sir, now i have cancelled the plan and no further charges.
Are you scamming me?
can you give me the email of your financial support?
I believe you are not in charge of accounts

TOPICS
Account management, Billing, Creative Cloud

Views

994

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines

correct answers 1 Correct answer

Adobe Community Professional , May 01, 2020 May 01, 2020
For anyone else reading this... To Cancel https://helpx.adobe.com/manage-account/using/cancel-creative-cloud-subscription.html -or Chat link https://helpx.adobe.com/contact/support.html -click the chat icon at the bottom right of the page to open a chat session -the chat icon looks like '3 dots inside a circle' at the lower right -type AGENT into the chat window to connect directly to a person rather than the AI Do be aware that Adobe's staffing is impacted by the virus, so wait times are long

Likes

Translate

Translate
LEGEND ,
May 01, 2020 May 01, 2020

Copy link to clipboard

Copied

I think you are saying that you did not read the terms you accepted, the normal industry terms that "annual, paid monthly" prices, which are a bargain compared to the "monthly" prices, will have a penalty because of early cancellation. Adobe generously charge only 50% of the remaining fee in this case. I am concerned that you suggest something illegal: if you have a debt, then changing or cancelling a card does not make the debt go away, not in law and not in life. Adobe would be entirely within their rights to use debt recovery if you try to escape from your obligations this way.

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
May 01, 2020 May 01, 2020

Copy link to clipboard

Copied

OK. Let's start from saying that I'm not against paying for cancelation of subscription.  Have you read that Adobe charged me for cancelation? Nope. 
So this point is not the case here. 

2) The fact is that they automaticlly chrged for another month and they addmitted that it was because they did not get "final confirmation to cancel".  So your suggestion about "generously charge only 50%" is wronmg at this point.  You understand that it was not fee for cancelatuion.  

And again, yes, I love doing things legally,. And this time Adobe acted illegally.
Hope this clarifies the situation. 


Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
May 01, 2020 May 01, 2020

Copy link to clipboard

Copied

#1 Unless you have a higher priced month-to-month plan, Annual plans are a 12 month committment.  Cancelling before the 12th month incurs a 50% early termination fee.  That's what you agreed to when you joined. 

https://www.adobe.com/legal/subscription-terms.html

 

#2 We need the Adobe Case number from when you allegedly cancelled 40 days ago.

Please log-in to your paid account below.  Scroll down to Support and click on View Support History.
https://account.adobe.com/plans

 

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

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
May 01, 2020 May 01, 2020

Copy link to clipboard

Copied

1 - that was answered already. please read above. (I was charged for next moth, not for cancelation)  
2 - As for your suggestion. Case number ADB-12437352-Y1W5 ,it says resolved.  That I dont know what does it means. Unfortyunatelly there is no chat history. And the agent Nishu, today promised to send it to my email, that still was not done. 
Anyway: This support guy Nishu based on conversation history said that : Yes, we see you have requested cancelation, but then you left the chat. and did not confirmed on our question. cancel or not.  
As I said, at the end, they promised to refund, but not sure it will happen anytime considering experience of other users here.



 

 






Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
May 01, 2020 May 01, 2020

Copy link to clipboard

Copied

For anyone else reading this...

 

To Cancel https://helpx.adobe.com/manage-account/using/cancel-creative-cloud-subscription.html
-or Chat link https://helpx.adobe.com/contact/support.html

-click the chat icon at the bottom right of the page to open a chat session
-the chat icon looks like '3 dots inside a circle' at the lower right
-type AGENT into the chat window to connect directly to a person rather than the AI
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
May 01, 2020 May 01, 2020

Copy link to clipboard

Copied

For anyone else continue reading this...

- Link to How to cancel (provided above) directs you to the same suggestion. "Contact support to change your plan"
I'm not sure what happens when you click on manage plan / cancel button from USA, but from Europoe where I live it gives you responce "contact support" what I did 40 days ago and today..   I talked to them that due to Covid-19 we have to cancel subscription. And asked not to continue charging card automaticly.  But as you see in transcript, plan was not canceled as I did not confirm it:))  So you should understand what does it mean from legal point ?   it's charging illegaly.

- I agree, I also think Adobe support is impacted by the virus, as they hardly anderstand messages.  

[Irrelevant remarks removed by moderator.]

 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
New Here ,
Oct 14, 2020 Oct 14, 2020

Copy link to clipboard

Copied

Good to see the moderators are deleting the only actual solution reply to this issue.

 

I have been charged 4 times by Adobe and I have never signed up to their services. According to the Adobe chat operators the email used to bill my CC card is not my email address, it took 40 min and 3 different chat operators  just to get that response. The email address they claim was used on the account is not my email address period. Dont even bother trying to contact Adobe via the website chat as they wont do anything about subscriptions that are billing your CC. I suspect they dont log tickets or provide feedback surveys to hide the evidence of what is the worst support that I have ever experienced. 

 

The only way to cancel Adobe subscriptions is to cancel your credit card altogther. 

 

Now that I know how badly Adobe billing and support is run I now know to never purchase any of their products (not that I ever bought anything from them..)

 

I will contiune to copy and paste this reponse after the moderators delete to help out everyone with this incredibly annoying and fraudulant activity. 

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines
Adobe Community Professional ,
Oct 14, 2020 Oct 14, 2020

Copy link to clipboard

Copied

LATEST

Sounds like your card was compromised and used without your knowledge.  Notify your bank immediately. 

 

NOTE: A moderator has locked this discussion.

 

=============
Beware of fake Adobe reps who may contact you privately. It's a scam, run away!
=============
3 Easy Ways to Identify Genuine Adobe Staff
https://tinyurl.com/10791730

 

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

Likes

Translate

Translate

Report

Report
Community guidelines
Be kind and respectful, give credit to the original source of content, and search for duplicates before posting. Learn more
community guidelines