Paying a 90 USD fee to cancel my subscription?

New Here ,
Jun 02, 2021 Jun 02, 2021

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Hi,

 

Does anyone know why I have to pay 90 USD to cancel my Creative Cloud subscription? And why it is impossible to contact this company? I've searched the website and there is no way to get in touch with a real person, I keep ending up in a loop on the website and it keeps recommending me to post in the community instead.

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Cloud storage web assets, Collaboration, File sync, Libraries

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Adobe Community Professional ,
Jun 02, 2021 Jun 02, 2021

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The cancellation fee is charged when you cancel a year-long subscription before the year has finished. It is equal to 50% of the remaining payments. For example, if you cancel after 6 months and have 6 months left on the subscription, you will be charged a fee equal to 3 months of payments. This is covered in the Terms & Subscriptions you agreed to when you clicked "I Accept". 

 

This is a public forum, not Adobe support. Users, including the ACPs and MVPs, can't provide support for account, subscription, billing, download, or product activation issues. Support for those issues requires an Adobe employee.

Adobe provides support through the Chat function on the contact page or through a phone call. There is no email support.

CHAT: Click the following to contact Adobe customer support staff for help: 

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

You must be signed in with your Adobe ID and allow cookies in your web browser for this to work. Disable any ad, pop-up, or script blockers.

This is the link to the US website. If you are not in the US, the site should redirect to the page appropriate to the region associated with your ID.

Click the chat icon at the bottom right of the page to open a chat session. Typing AGENT into the chat window should connect you directly to a CSR rather than the AI.

If the CSR refers you to the forums, insist on speaking with a supervisor and keep moving up the chain until you get someone who knows what they are talking about.

PHONE: You can also search this page for a regionally appropriate phone number for customer support.

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

Be aware that because of the pandemic, wait times are far longer than usual due to reduced staff and higher demand. Please be patient with the people to whom you speak. Like you, they are feeling a great deal of stress. A little patience and understanding will go a long way to helping you in your particular situation.

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Adobe Community Professional ,
Jun 02, 2021 Jun 02, 2021

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when you subscribe you have 2 main payment options, the annual plan (with a lower average monthly fee, but a one year commitment) and the monthly plan (with a higher monthly fee, but no commitment).

 

if you subscribe to the annual plan and cancel before your 1 year commitment expires, you are charged for 1/2 the remaining months on your 1 year contract.  that's analogous to an apartment or auto lease (though i'm not aware any of those allow you to break the lease without paying the full fee for the months remaining on the lease).

 

using a browser that allows popups and cookies, contact adobe support during pst business hours by clicking here, https://helpx.adobe.com/contact.html

click contact us (= cryptic icon in the lower right)

kglad_0-1622636600022.png

in the chat field, type AGENT
be patient, it can take quite a while to reach a human

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