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The worst customer service on the planet

New Here ,
Sep 30, 2020 Sep 30, 2020

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After a 90 minute odyssey through the labrynth of Adobe's so-called customer service support system, I am now arguably wasting more time by posting this complaint, but I am so disgusted by my experience that I want to share it.  It started with a charge to my credit card for a duplicate account that was supposed to have been cancelled over a year ago when I established a new account billed through my business.  Because I know how worthless the customer service support chat function is based on prior experience, I called the customer service number.  The menu of options kept repeating and would not accept any of my selections.  After several unsuccessful attempts to redial and make a selection, I decided to go back to the chat option, where I engaged in over an hour and twenty minutes of chat dialogue with three different agents and was still unsuccessful in my attempt to confirm cancellation of the duplicate account and obtain a refund.  My favorite part of the chat - after over an hour into it - was when the second chat agent (to whom my complaint had been escalated after numerous expressions of frustration) responded) "Let me transfer you to a specialist who can help.  They can also offer you exclusive deals to help you save big, if you choose to stay."   After repeatedly insisting on speaking to someone by phone, I was told that I would receive a call back in 24 to 48 hours.

 

Adobe obviously has a business strategy to make it as difficult as possible to cancel a subscription.  This is apparently true even if you are a continuing customer who is trying to rectify a duplicate account error.  Adobe should be ashamed of itself - if these practices are not illegal, they should be.  At a minimum, this is no way to run a business.  This post is just a first step, and I also intend to file complaints with the Better Business Bureau and state and local consumer protection agencies.  If anyone has recommendations as to other actions I can take, I would be interested in hearing them.

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correct answers 1 Correct answer

Community Expert , Oct 01, 2020 Oct 01, 2020

contact your credit card company/bank to dispute the inapprorpriate charge.

 

you can also check your account to verify your subscription cancelled (using the adobe id with the cancelled subscription), https://accounts.adobe.com

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Community Expert ,
Oct 01, 2020 Oct 01, 2020

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contact your credit card company/bank to dispute the inapprorpriate charge.

 

you can also check your account to verify your subscription cancelled (using the adobe id with the cancelled subscription), https://accounts.adobe.com

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Community Beginner ,
Aug 18, 2024 Aug 18, 2024

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I had the same experience, adobe has the worst customer support of all the companies, they should be ashamed of it, most disgusting non responsive support team on this planet

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Community Expert ,
Aug 18, 2024 Aug 18, 2024

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@sai_kiran_9323 

 

with what do you need help?

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Community Expert ,
Aug 18, 2024 Aug 18, 2024

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My experience has always been good.

Did you use online Chat or Twitter/X?


Online Chat: https://helpx.adobe.com/contact.html?rghtup=autoOpen
Twitter: https://twitter.com/adobecare

Nancy O'Shea— Product User, Community Expert & Moderator

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New Here ,
Jan 22, 2025 Jan 22, 2025

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I wholeheartedly agree. The first time I tried to cancel my account they said the absolute only way for me to do that was thw pay off the remainder of the service. Mind you it was 3 months into a 1 year plan and I was a broke college kid who was forced to get the application by my professor for a class. The second time I tried to cancel the account, the respresentative told me the account was canceled only for me to find out a year laster that it in fact was not canceled and i had been charged for the last 10 months (over $200). Finally they canceled my account completely out of the kindness of their hearts and as a "gesture of good will" they refunded me the last charge. But hey 1/10 is good enough for your beloved customers right? I repeatedly told them that I did not authorize or consent to my account being reopened and my subscription and that I must have been hacked or someone on their end messed up and gave not one care because Hey! They got paid! You would think a multimillion dollar company could spare a couple hundred bucks here and there to resilve their customers issues (that are typically their own fault) to keep them happy and maybe spread the word about what a great company this is but they refuse. I caution anyone from purchasing a subacription with them and urge you to go with quite literally anyone else unless you want to be shackled to them for the next few year, unable to stop handing them money. 

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Community Expert ,
Jan 22, 2025 Jan 22, 2025

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for others, if you want a plan that you can cancel without an early cancellation fee, don't select an annual plan. select a monthly plan.

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Community Expert ,
Jan 22, 2025 Jan 22, 2025

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LATEST

Monthly plans cost slightly more per month, and the price is subject to change. But there's no fee to cancel.

Use the app for as long as you need it, then cancel.

 

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Nancy O'Shea— Product User, Community Expert & Moderator

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