Auto Renewal Cancellation Refund within 14 Days

This is to highlight a major issue in training with dealing with contract renewal refunds. The initial contract expired 5 days ago and there is a 14 day grace period for this one. The automatic renewal is for a new contract, and the price more than doubled. Obviously it is not the same contract. Read for yourself and see what I mean:

info: Thanks for contacting us. We’ll find a representative for you to chat with and keep you posted on your wait time.  
This chat will become active once a representative responds.

Did you know you can get answers to most of your Adobe-related questions at help.adobe.com? Find helpful video tutorials, tips for troubleshooting, and user guides for all our products. You can even get answers from members of our vibrant forums community. Visit help.adobe.com. Please hold for the next available agent.

info: Thanks for your patience. Representatives are currently helping other customers. Your position in line is 3 and your wait time is approximately 2 minutes.

info: Thanks for your patience. Representatives are currently helping other customers. Your position in line is 1 and your wait time is approximately 1 minutes.

info: You are now chatting with PuranamNaga.
Please don’t close the chat window or browser tab since it will end our chat session.

PuranamNaga: Hello! Welcome to Adobe support.

Customer: Hi

PuranamNaga: How are you doing Today?

Customer: Good, how are you?

PuranamNaga: Thank You. I am doing Good.

Customer: Great!

Customer: I was auto-renewed for a new contract for a prepaid annual creative cloud subscription, which I noticed on my credit card bill. It says in your terms and conditions that "Renewal rates are subject to change, but we’ll always notify you beforehand. If you cancel within 14 days of your order, you’ll be fully refunded." I just want to make sure that I will be fully refunded

PuranamNaga: I apologize for the inconvenience.

PuranamNaga: Sure, I can help you with that.

Customer: That's okay, thank you

PuranamNaga: You are welcome.

PuranamNaga: Since you agreed to be in a commitment, if you cancel the subscription within the commitment period, there is an Early Termination Fee which amounts to 50% of the remaining months.

PuranamNaga: "If you cancel within 14 days of your order, you’ll be fully refunded.". This is only for the first time of Subscription.

Customer: But with this subscription I placed a new order. I am only 5 days within this new contract.

Customer: I have looked at previous chat logs for users who had similar situations and they were fully refunded

PuranamNaga: As i checked that You had a subscription Creative Cloud Student and Teacher Edition (one-year) Purchase Date

Customer: Yes but that contract went until May 31st, 2017. After that a new contract was created

PuranamNaga: Sorry for the inconvenience.

PuranamNaga: Since you agreed to be in a commitment, if you cancel the subscription within the commitment period, there is an Early Termination Fee which amounts to 50% of the remaining months."If you cancel within 14 days of your order, you’ll be fully refunded.". This is only for the first time of Subscription.

PuranamNaga: It was not for the re newel.

Customer: But this is a new contract

Customer: and I cancelled only 5 days after the order

Customer: what is the grace period?

PuranamNaga: The grace period was not applicable for the product re newel.

Customer: My contract obligation for my first year was June 1, 2016, 1y 5d ago. "Should you cancel after 14 days, you’ll be charged 50% of your remaining contract obligation." (emphasis mine) My remaining contract obligation ended 5 days. A NEW contract obligation began 5 days ago. By the wording, the 14 days grace is attached to each contract obligation (obligation = 1 yr)

Customer: I am within the 14 days period

PuranamNaga: As you are valuable customer to me, i will escalated the case to higher authority.So they will check and revert you back in 48 - 72 Hrs.

PuranamNaga: Are we still connected?

Customer: Yes. Thank you for doing that. I will be posting on the forum to make sure that this is looked into very urgently by Adobe administration.

info: Your chat transcript will be sent to bmorin11@ubishops.ca at the end of your chat.

PuranamNaga: Sure, I am escalated to next level.

Customer: Thank you.