Complaint: Deceiving information at time of subscription
- February 15, 2024
- 6 replies
- 1872 views
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
AdChoices