Complaint: Deceiving information at time of subscription

[Ana354848405puw]

To whom it may concern,

I am writing to express my dissatisfaction with the subscription service of Adobe. I subscribed to Adobe Creative Cloud on November 15, 2023, under the impression that I could cancel at any time without any penalty. However, when I tried to cancel my subscription on February 15, 2024, I was informed that I had to pay a cancellation fee equivalent to 50% of the remaining contract obligation.

I was never made aware of this cancellation fee when I subscribed. There was no clear and visible information about the terms and conditions of the subscription, or any indication that it was a loyalty contract. The only links that were provided were the privacy policy and a text asking me if I wanted to receive more information from Adobe. In between that text, there was another hyperlink that was disguised and out of context, which apparently had the contact information and the cancellation policy.

I believe this is a clear violation of the consumer rights to have crucial information like this very clear and visible, and not disguised. It shows a lack of ethics and integrity on your part.

Moreover, the monthly value that I would pay for the subscription was also deceiving, making me believe i was getting a discount, that would have me pay 26€ once and the remaining period only 1,86€, when in fact that value was only charged once the next month and it came back to the 26€.

I request that you cancel my subscription without any fees, as I did not agree to any loyalty contract or cancellation fee when I subscribed. I also request that you change your subscription process to make it more transparent and honest, and to respect the rights of your customers. If you do not comply with my request, I will have no choice but to escalate this matter to the appropriate authorities and seek legal action.

I also find it very inconvenient (or convinient to you) that you do not provide a direct email contact to present such formal complaints, making the whole process a lot harder.

Please reply me within 10 business days with a confirmation of the cancellation and a refund of any charges that may have been applied. Thank you for your attention and cooperation.

Sincerely,
Sofia

[Ana354848405puw]

I subscribed to Photoshp only*

[davescm]

First you are addressing other users here. This is a community forum answered mainly by volunteer users. We are not employees of Adobe.

Next - look at your screen shot which states annual , monthly billing. So you signed up to an annual plan - not a monthly plan.

No-one here has access to your account. You can contact customer care directly using a browser that does not block pop-ups.

https://helpx.adobe.com/contact.html

Please do not respond to PMs requesting account information. Scammers are known to do that.

Dave

[Ana354848405puw]

Well, that's what i mean when i say "I also find it very inconvenient (or convinient to you) that you do not provide a direct email contact to present such formal complaints," the adobe suport directed me to here..

Also, i've made other anual subscription that didn't require any contract, all of tehm in fact, never asked me for  aloyalty contract, so i certainly didn't expect that, and they most certainly didn't care to make it clear..

[Peru Bob]

I've moved this from the Using the Community forum (which is the forum for issues using the forums) to the Account, Payment, & Plan forum so that proper help can be offered.


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

If you have trouble canceling, please go to Adobe Customer Service (Make sure to sign in to your Adobe account first and allow popups and cookies on your browser. You may not be able to see the chat window if using a VPN.):
https://helpx.adobe.com/contact.html?rghtup=autoOpen will automatically open the chat window.
Type "Agent" in the chat box to bypass the chatbot and be connected to a person.

You can also contact Adobe by X (was Twitter):
https://twitter.com/AdobeCare

[Peru Bob]

I've moved this from the Photoshop forum to the Account, Payment, & Plan forum.

[jane-e]

@Ana354848405puw 

We cannot translate "text" in screenshots. 

https://www.adobe.com/creativecloud/plans.html > Filter to Individuals on the top and Photo on the left

There are three plans for Photoshop without the full Creative Cloud. Two are called "Photography". Both are annual commitments. The price difference is for cloud space, and these are deeply discounted.

One is called "Photoshop". You can then select Monthly, Annual, paid monthly, or Annual, prepaid. Only the monthly plan for $34.49/mo can be cancelled with no fee. The other two are annual plans and have a fee if you cancel before the year is up.

Which plan did you subscribe to?

Jane

Forum volunteer

[Ana354848405puw]

i would love to have seen that kind screen at the time, it was not the case, no such thing. I was taking on a promotion and believe me, there was no information regarding fees whatsoever. 

[Ana354848405puw]

The screenshot says:

By clicking "continue", i agree that the Adobe family can keep me informed by sending personilized emais about products and services. Consult our Privacy policy to get more details or cancel these mesages at any moment.

So as you can see, how am i suppose to expect that a loyalty contract is behing the first hyperlink..

[Ana354848405puw]

About the price i saw something like this. t the time it was black friday and it was suppose to be 1,86€/month

[kglad]

bottom line:

it doesn't matter what anyone says here. you need to contact adobe support to make your case.

[Ana354848405puw]

i did, they sent me here

[jane-e]

Volunteers cannot assist with billing; only Adobe Customer Care can do that.

When you contact them again:

• type "agent" to make sure you are not talking to a bot
• get a case number at the start of the call
• ask for Tier 2 support

Jane

[Ana354848405puw]

I was talking to an agent... 2 agents in fact, both directed me to the same place. Ok, i will try to get the case number, thank you.

[kglad]

@Ana354848405puw 

black friday deals usually have stipulations (eg, first time subscribers only etc.)

https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html