GDPR article 17 (deletion) complaint

[Guest]

I want to delete my Adobe account/profile. I requested this through Adobe Privacy Center . I received a promising e-mail explaining that all my data would disappear, and I should download everything I wanted to keep, and then respond to the e-mail stating "I AGREE". I did all of that, and then I received an e-mail explaining that Adobe had now processed my request to cancel subscription, and that my account was therefore turned into a free account with basic functionality only.

However, that is not what I requested. I asked for the deletion of all my personal data according to GDPR article 17.

I am chatting with Adobe Support now, but I am doubtful that I am getting anywhere. And the support guy said it was now taken care of and that I would receive an e-mail conformation. However, that e-mail just stated that Adobe had received my request, but that they needed more information. However, the e-mail does not state WHAT information they need.

I would like to know, do other people have problems getting their account deleted according to GDPR? If so, I would like to get in touch, and maybe we can coordinate a common complaint to the relevant Data Privacy Authorities.

[Guest]

I am still working pretty hard to get Adobe to delete my account in accordance with GDPR. It seems every time I ask for DELETION of the account, I received an e-mail stating that my subscriptions has been cancelled, and then support case closed. I explain again and again that I ask for deletion, and I have probably spent two hours with the support people on chat.

I am thinking, this must also be quite expensive for Adobe, to have support people chatting with me >2 hours to accomplish something that should have been solved by a button in the "My account" page.

[Monika Gause]

Your request has been forwarded to staff. But please don't expect something to happen on the weekend. It might happen, but please don't expect it.

On the forums we are at least 95% not staff and we can't do anything about your account.

[Guest]

Hi Monika,

Thanks for looking into this.

I had yet another session with chat support yesterday. This culminated in the following e-mail confirmation:

Your case is now closed. Your closed case details are as follows:

• Case number: ADB-6209207-K9N8
• Issue: Perpetual License Inquiry

So yet again Adobe responds to my deletion requests by confirming that my subscriptions are cancelled, and then closes the support request. The first time Adobe confirmed this was e-mail of 26. feb., 00:03. Therefore I have no idea why Adobe continues to confirm that my deletion request has caused them to now cancel subscriptions.

This is starting to become somewhat frustrating.

[Abambo]

www435456  wrote

Therefore I have no idea why Adobe continues to confirm that my deletion request has caused them to now cancel subscriptions.

Because basically the support agent does not understand your legitim request. We have escalated the case and an Adobe staff member will contact you soon. FYI: Adobe staff bears the STAFF banner and has an Adobe logo appended to their name.

[Rajashree Bhattacharya]

Hi Lucien,

I will escalate this to the concerned team & update you as soon as they respond. It might take some time, please excuse the delay.

Thanks

Rajashree