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Cancellation

New Here ,
Jun 30, 2021 Jun 30, 2021

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Hello, I'm incredibly suprised that Adobe has a cancellation fee for those unlucky enough to forget to cancel their 14 day free trial. 

I had no idea that this was the case and wouldn't have signed up for the free trial if it was. Very rarely do people read the Ts & Cs, thanks to them being on average several scrolls deep into complicated judicial jargon. 

Although, from what I've read, this is legal (which is very much shouldn't), it - as others have said - is an incredibly unethical practise. 

I would like to cancel my subscription and not pay a penalty fee for not doing so. 

 

Thank you. 

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Adobe Community Professional ,
Jun 30, 2021 Jun 30, 2021

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When you 'click to agree' to the subscription terms while buying a subscription, that means that you really do need to read BEFORE you buy a subscription... https://www.adobe.com/legal/subscription-terms.html

 

Sorry, nobody here can help with an account or payment problem
This is a public forum, you need the link to Adobe support, not other users
Be sure to remain signed in with your Adobe ID before accessing the link
Do be aware that Adobe's staffing is impacted by the virus, so wait times are long
-make sure that your browser does NOT block ads, scripts, or pop-ups
-you must also allow 'cookies' in your web browser for the link to work
This link will go directly to the chat option
Type "Agent" in the chat box to bypass the chatbot and be connected to a person
-Meaning type in the word Agent without the quote " " marks
https://helpx.adobe.com/contact.html?rghtup=autoOpen
- or https://helpx.adobe.com/contact/phone.html
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Also: beware of answering anyone who sends you a private message
-click for more information about scammers https://tinyurl.com/10791730

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Adobe Community Professional ,
Jul 01, 2021 Jul 01, 2021

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Forgive me for asking a really obvious question.  Why did you give Adobe your credit card number without first reading the terms?  


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

CONTACT ADOBE SUPPORT:

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

 

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

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Adobe Community Professional ,
Jul 01, 2021 Jul 01, 2021

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FWIW, I agree that Adobe should make the cancellation fee upfront and clear and not rely on the Ts&Cs.

 

I've never agreed with just relying on every customer reading through the terms. Key terms such as a cancellation fee should be highlighted next to the sign up button. That is mandatory in Australia.

 

Having said that, if you're more than 14 days into your plan, you probably have no choice but to pay the cancellation fee.

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Adobe Community Professional ,
Jul 02, 2021 Jul 02, 2021

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Adobe provided warning of this on the payment page in December last year. If you read the highlighted text, it CLEARLY says that there is a fee to cancel, and even gives you a date by which you have to cancel to avoid the fee.

 

new billing page info.png

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Adobe Community Professional ,
Jul 02, 2021 Jul 02, 2021

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Great post @LinSims . That payment page is much clearer than it used to be and should reduce the number of posts we used to see from people complaining that they did not know about the early cancellation fee.

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Adobe Community Professional ,
Jul 02, 2021 Jul 02, 2021

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You'd think so, but I took that screenshot in December and we're still seeing multiple posts every day from people who say they didn't know there was a cancellation fee. @Jeff A Wright told me in April that they are discussing adding in the actual amount of the cancellation fee to that blurb. Given how long it took them to make the pictured change, I'm not holding my breath!

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Adobe Community Professional ,
Jul 02, 2021 Jul 02, 2021

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Must admit that, in the screenshot, it still looks like boilerplate text which, like it or not, many people will still gloss over or ignore and later claim was not clear. It's one thing to say they should have read it. To build consumer trust, it never hurts to go the extra mile knowing how upset people can get when the reality of the fee dawns on them.

 

Adding a $ amount will only help the cause.

 

If I was designing that screenshot, I would also bulletpoint the text since people scan rather than read on screen. I'd also add a coloured background.

 

By then, I'd say the fee was clearly pointed out by Adobe.

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