Missleading Cloud Terms

[sk78147066]

Earlier today I tried to cancel my single user cloud subscription. I have been trying to cancel, and it wouldn't let me on the site. I sent messages that were not returned and my account was not canceled. I finally found a number to call.

The customer service agent said, "Since you are on the month to month no obligation plan if you cancel now you will be required to pay half for the remaining 9 months."

This went on and on, that I was on some kind of contract. YOUR OWN WEBSITE SAYS THERE ARE TWO SINGLE USER OPTIONS, PREPAID AND MONTH TO MONTH. It also says right on the site "NO ANNUAL COMMITMENT, CANCEL ANY TIME."

I posted this on Facebook, and several friends told me they ran into the same issue. WHY IS YOUR SITE MISLEADING!!!!

Here is the screenshot from your site.

[kglad · Accepted solution]

first, check your account to verify your subscription is what you expect, https://accounts.adobe.com

if it's a no contract monthly, cancel yourself: Manage your Creative Cloud membership

if you can't cancel yourself and your sub has no contact, using a browser that allows popups and cookies,  contact adobe support during pst business hours by clicking here and, when available, click 'chat', http://helpx.adobe.com/x-productkb/global/service-ccm.html

if the first agent messed up you still have options.

[sk78147066]

The main question is; why is Adobe saying there is a contract when people try to cancel when their site clearly and to this day says there is no commitment and you can cancel at any time????

[kglad]

adobe's not saying that.  an adobe agent that should know better said that.

[Kanikas]

Hi Sk78147066,

Sorry for a late response.

I understand your frustration with the cancellation policy, however, would request you to kindly refer the legal terms of use for clarification:

Legal subscription terms | Adobe

Hope this helps.

Thanks

Kanika

[sk78147066]

Exactly, per the terms:

"Service begins as soon as your initial payment is processed. Your subscription will continue without renewal notice until you cancel. Because there’s no annual contract, your monthly rate is subject to change, but you will be notified of any change in your monthly rate with the option to cancel in accordance with these terms."

So what is your point? As the terms clearly state I can cancel any time???? But your customer service agent is trying to charge me a HUGE cancellation fee.

As I stated on my post, and per the picture, on a personal account, the only option available on your website is a $19.95 month to month, cancel anytime account.

[sk78147066]

The last response was directed toward Kanika's statement.

[Nancy OShea]

I've reached out to an Adobe Staff member about this.  Hopefully, Rajashree can bring some clarity to this.

Nancy

[Rajashree Bhattacharya]

Hi Nancy,

Working with the required team on this & then will let all know here.

Regards

Rajashree

[Nancy OShea]

The current plan offerings may have changed very recently but only in certain regions.  What's offered today on the website may not be the same terms YOU agreed to when you joined.  Please confirm which subscription plan you have by logging in to your Adobe account.

Nancy