Participant

Answered

Chat abruptly discontinued by Adobe agent without question answered re. CC cancellation

Forum|Forum|8 years ago
August 6, 2017
3 replies
1019 views

The Adobe chat agent a few minutes ago informed me he would cancel my Creative Cloud subscription and that my access would end immediately. As I only needed access for a month and was unwittingly charged for a second month (entirely unclear that the student subscription was for a year -- very misleading), and also didn't use CC during the second month (and am now only 4 days into the second month), I wanted to clarify that the $19.99 fee for the second month would be refunded. The agent simply ended the chat; if I attempt to restart it, there's no option for me to enter additional text. Terrible service -- this kind of service takes customers for granted because the company believes they have a monopoly on the services provided.

I need Adobe to confirm via email to me that the $19.99 for this unused month will be refunded and my "annual subscription" cancelled without penalty. I've now spent 40 minutes on an issue that should've been resolved in 5. Ridiculous.

Creative Cloud

Correct answer Beverley Gray

Hi JP

I've sent you a message with further details.

Thanks

Bev

Nancy OShea

Community Expert

Next time, read the Terms before you agree to them.

Legal subscription terms | Adobe

Month-to-month pricing costs more per month and the rate is subject to increase at anytime. But you can cancel at anytime without penalty.

Annual contact paid monthly costs less per month and your rate is guaranteed for the full year. But if you cancel early, you pay a penalty fee. That's how contracts work.

You've learned a valuable life lesson. So chalk it up to experience and move on.

Nancy

Nancy O'Shea— Product User & Community Expert

jenp18368128Author

Participant

He already agreed to cancel the annual subscription and waive the penalty, but I'd like that in email form. The outstanding question concerns refunding the second month. I marvel at those who expend time and energy responding to things that don't concern them at all, in ways that are entirely unhelpful; I'm sorry they're burdened with the kind of petty judgmentalism that's desperate to relieve itself via an Internet forum.

Beverley GrayCorrect answer

Inspiring

Hi JP

I've sent you a message with further details.

Thanks

Bev

Ned Murphy

Legend

If you missed the part about an annual subscription lasting for a year there is not much anyone can do - the information is readily available - you had to have seen it to make the purchase.

These forums are not how you make contact with Adobe. Your only option is to continue to try to contact support thru chat or by phone and try to get them to forgive you for trying to break the agreement you made and cancel a subscription before it ended.

Contact support - For the link below click the Still Need Help? option in the blue area at the bottom and choose the chat or phone option...

Make sure you are logged in to the Adobe site, have cookies enabled, clear your cookie cache. If it fails to connect try using a different browser.

Creative Cloud support (all Creative Cloud customer service issues)

https://helpx.adobe.com/contact.html?step=CCSN_membership-account-payment_change-or-upgrade-your-membership

kglad

Community Expert

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here and, when available, click 'still need help', http://helpx.adobe.com/x-productkb/global/service-ccm.html

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