- I have been using Creative Cloud since 2013.
- For the first year I had the introductory student discount (approx £15/month). Thereafter it switched to the approx £25/month standard student rate which I have been paying since 2014.
- In early 2019 I re-verified my student status and received an email from Adobe that my subscription would not change in anyway (screenshot from February 2019 below).
- I recently realised Adobe had erroneously increased my subscription to approx £50/month this year and have been facing unbelievable responses from customer services when trying to resolve this issue.
The first customer support individual kept trying to tell me that the £25/month student rate is only valid for one year; despite how much I kept trying to explain that the first year brings an introductory rate of approx £15/month which I paid in 2013-2014 and that I've been paying the standard student rate of approx £25/month which should continue as long as student status is verified according to the terms and conditions on the Adobe website.
The second customer support agent seemed to understand a mistake had occurred and offered to switch my subscription back to the standard student rate (£25/month) but refused to organise a repayment for the four months where I had been over-charged (billed £50/month instead of £25/month) and that I would have to submit an online case ticket with screenshots of my email from Adobe in early 2019 (which stated my subscription would not change).
However a week after I first opened my ticket with these screenshots, I now received a response from customer service that the student discount only applies for "three years"; I have requested a copy of the terms which state this, as I've looked through the terms which do not say this anywhere; there is no mention of a limit of three years for the student rate, only that the lower 'introductory student rate' only applies for the first year. Furthermore, I've been paying the standard student rate since 2014, so for over four years, so it makes no sense that I've now come to an end of this imaginary three-year period.
The responses so far have been entirely incongruous with one another, representing fraudulent behaviour on behalf of Adobe, with completely false claims regarding their terms. I have been emailed clear terms as well as explicit details that my subscription would continue unchanged in early 2019 and now three separate attempts to resolve the issue have been met with astonishingly ignorant and utterly disingenuous responses and I am now wondering how to escalate such behaviour.
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