Technical glitch preventing cancellation

[johnr37676455]

Trying to cancel an annual plan (thought I was on month-to-month). Only way to do this is through customer service contact. Chat is apparently closed (3pm weekday). Change my query from 'Cancel plan' to 'Upgrade account' and chat is apparently online and open.

Customer service team then tells me that firstly, I have to pay a cancellation fee to leave the contract.

And secondly, that due to a technical glitch, I am unable to cancel.

As a paying customer for a subscription based contract, there should NEVER be a situation I cannot leave the contract. And I expected better from a company like Adobe. I am also told this is the case for every account right now. So every account is currently locked in, with no power to leave.

This is in breach of the contract terms, as the contract clearly states: “Cancellations can be made any time by visiting your Manage Account* page or by contacting Customer Support in your region."

The technical glitch mentioned by the customer service team, is not a problem that should be pushed onto paying customers. The customer has the right to cancel his/her contract at any time. This is an absolute failure on Adobe’s part and completely unacceptable.

[Ned Murphy]

Except for the relief you might get from venting your frustration here, these forums are not Adobe Customer Support - just user to user forums.  You will need to get back to the folks in support to work out the cancellation matters - if they temporarily have a glitch, there is not much you/they can do but wait for the glitch to be remedied.  If you are taking exception to being charged a penalty for early termination of your subscription, the terms and conditions around that were agreed to when you signed on for the subscription.

Chances are, if you are not currently able to cancel the subscription yourself thru your account online, you likely will be able to when they remedy the glitch.

[Abambo]

Looks like the technical glitch is solved: