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Adobe won't allow auto renew cancellations on business accounts

New Here ,
Jun 09, 2020

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Here's the convo I had with support claiming they don't have the option to cancel my auto renew on my business account. Do I have any recourse?

 

Today  12:24 PM

Adobe Customer Care Virtual Assistant

Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you.

I need to cancel the auto renew on for my subscriptions. How do I do that?

Adobe Customer Care Virtual Assistant

Ok. Connecting you to an agent who can help.

Connecting you with a specialist as soon as possible.

You are now connected to Brijesh, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

Brijesh

Hello, I'll be happy to assist you. I am afraid that we do not have the option to stop the auto renewal well in advance. You can always cancel the renewal close the renewal date.

That's very convenient for Adobe and makes no sense at all.

Brijesh

Apologies for the inconvenience , as the account has business based licences so once the cancellation is performed there is a possibility that the access to the licence is lost instantly. That Is the reason we request to cancel close the renewal date.

Still makes no sense. I'm still making payments so how could my licence be lost? I'm requesting theat the auto renew be cancelled. If it somehow causes my licenses to be lost then cancel my payments as well.

Brijesh

Thanks for your patience. Give me a few more minutes .

Paul I do understand and would be happy to help. You have been a long time customer with us. We have an offer on the account with which you if you are okay keeping the licences and not cancelling the payments for then we can waive billing for 2 months on the plan for you and provide the services free to you. You would be able to us all the licences but would not be billed for the 2 months that have been offered.

But is the auto renew cancelled?

Brijesh

As mentioned Paul, We would not be able to turn off the auto renewal as we do not have the option to do that.

Of course you have the option to do that. Do you think that by making it difficult to cancel this plan it's going to somehow create a loyal customer? You're guaranteeing that I switch to another platform at the end of my subscription.

Brijesh

we would never want to lose out on a customer like you. It is just that I would not want to share the wrong understanding with you.

And yet you did share the wrong understanding with me and I will cancel all my adobe subscriptions.

Brijesh

If you are not okay with the 2 free months that I have offered i can raise the request to have the billing for 3 months waived off on the account. That would be the maximum period that I would be able to waive.

I've made a screen shot of this exchange and send it to my credit card company to dispute any charges after the subscription ends.

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Adobe won't allow auto renew cancellations on business accounts

New Here ,
Jun 09, 2020

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Here's the convo I had with support claiming they don't have the option to cancel my auto renew on my business account. Do I have any recourse?

 

Today  12:24 PM

Adobe Customer Care Virtual Assistant

Hi. I am the Adobe Customer Care Virtual Assistant. Tell me what you need help with. I'll do my best to understand and find the right person to assist you.

I need to cancel the auto renew on for my subscriptions. How do I do that?

Adobe Customer Care Virtual Assistant

Ok. Connecting you to an agent who can help.

Connecting you with a specialist as soon as possible.

You are now connected to Brijesh, who is reviewing your account. If you need to share sensitive information, such as credit card number, please wait for your agent to give you steps to share it securely.

Brijesh

Hello, I'll be happy to assist you. I am afraid that we do not have the option to stop the auto renewal well in advance. You can always cancel the renewal close the renewal date.

That's very convenient for Adobe and makes no sense at all.

Brijesh

Apologies for the inconvenience , as the account has business based licences so once the cancellation is performed there is a possibility that the access to the licence is lost instantly. That Is the reason we request to cancel close the renewal date.

Still makes no sense. I'm still making payments so how could my licence be lost? I'm requesting theat the auto renew be cancelled. If it somehow causes my licenses to be lost then cancel my payments as well.

Brijesh

Thanks for your patience. Give me a few more minutes .

Paul I do understand and would be happy to help. You have been a long time customer with us. We have an offer on the account with which you if you are okay keeping the licences and not cancelling the payments for then we can waive billing for 2 months on the plan for you and provide the services free to you. You would be able to us all the licences but would not be billed for the 2 months that have been offered.

But is the auto renew cancelled?

Brijesh

As mentioned Paul, We would not be able to turn off the auto renewal as we do not have the option to do that.

Of course you have the option to do that. Do you think that by making it difficult to cancel this plan it's going to somehow create a loyal customer? You're guaranteeing that I switch to another platform at the end of my subscription.

Brijesh

we would never want to lose out on a customer like you. It is just that I would not want to share the wrong understanding with you.

And yet you did share the wrong understanding with me and I will cancel all my adobe subscriptions.

Brijesh

If you are not okay with the 2 free months that I have offered i can raise the request to have the billing for 3 months waived off on the account. That would be the maximum period that I would be able to waive.

I've made a screen shot of this exchange and send it to my credit card company to dispute any charges after the subscription ends.

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Adobe Community Professional ,
Jun 09, 2020

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I've moved this from the poorly named Community Help forum (which is the forum for issues using the forums) to the Get Started forum.

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Adobe Community Professional ,
Jun 10, 2020

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Most Valuable Participant ,
Jun 10, 2020

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Support do seem to have accurately reported Adobe's Policy. Same for retail licenses. 

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