Hi everyone,
TLDR: I wanted to cancel the yearly renewal, which would have started in November, but instead my subscription was completely cancelled immediately after the chat ended today, 28 August, and we did not reach any conclusion regarding my refund request.
I want to share what happened because it feels completely unacceptable and potentially unethical. My yearly Creative Cloud subscription was automatically renewed, even though I had previously contacted Adobe about affordability issues. Initially, they offered to move me to the student plan, but I still had to continue paying monthly even when I couldn’t afford it.
Months later, knowing that Adobe has faced legal scrutiny in both the UK and the US over misleading subscription practices, I contacted them again to dispute the automatic renewal and request a full-year refund.
Instead of addressing my request, the support agent cancelled my subscription immediately, starting from today, without my consent and against my explicit wishes, while I was still actively disputing Adobe’s unethical renewal and cancellation systems. To make matters worse, the agent disconnected the chat before I could even respond or finalize my refund request, leaving the situation completely unresolved.
I have been a loyal Adobe customer for several years, and I find it outrageous that my subscription was cancelled in this manner, without my consent, while I was trying to dispute a renewal I did not authorize. The whole experience feels like unauthorized action and unfair treatment, especially given the lack of transparency in their renewal communications.
Summary of Misconduct with My Adobe Subscription:
Charged for automatic renewal without clear notice: My yearly Creative Cloud subscription was automatically renewed without clear or prominent communication, in breach of UK consumer law (Consumer Rights Act 2015 & CMA guidance).
Agent acted without my consent: When I contacted Adobe to dispute the renewal and request a full-year refund, the agent cancelled my subscription immediately without my consent or agreement.
Agent disconnected the chat prematurely: The support agent ended the conversation before I could respond or finalize my refund request, leaving the matter unresolved.
Subscription cancelled instead of just the renewal: I intended to cancel the yearly renewal starting in November, but Adobe completely cancelled my subscription immediately after the chat on 28 August.
Long-term customer affected by unethical practices: I have been a loyal Adobe customer for several years, and this treatment feels outrageous and unfair.
Legal context & pressure: Adobe has faced legal scrutiny in both the UK and US for misleading subscription practices and complex cancellation processes, highlighting the seriousness of this issue.
Has anyone else experienced similar misconduct or aggressive auto-renewal practices from Adobe? I’m trying to understand the best way to escalate this formally, because this handling is completely unacceptable. I have tried to find who I can email, but seems Adobe has no real customer support services apart from the chat - which I no longer want to use for the reasons stated above. I have documented the chats and emails.
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