Skip to main content
A
Anonymous
June 9, 2020
Answered

Adobe refuses to cancel auto renew. Can anything be done?

  • June 9, 2020
  • 3 replies
  • 1868 views

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.

Read 1:22 P

      Correct answer Manan Joshi

      Hi there,

       

      Sorry to hear about the issue that you faced, however this is a user to user forum so there is only so much that we can do to help you in this case. I will try and get this shared ahead if possible to someone in the Adobe but that's about it i won't guarantee a response.

       

      -Manan

      3 replies

      J
      Justin374135051juc
      Participant
      May 15, 2024

      This is a bad policy.   Adobe, I'm assuming you monitor these customer forums.   I plan on leaving Adobe and never coming back because of this Auto-Renew BS, along with you insanely wierd pricing gimic where Annual (paid monthly), is discounted heavily,....but then incurs a 50% cancelation fee.   Utter non-sense.      For those reading this...my best solution was to cancel the credit card where you account was stored.  And simply let your membership lapse.  No Cancelation policy........no fees.  Just quietly slip out the door.    Of course it's a headache to get a new CC....but a headache I will glady undertake to keep Adobe from stealing (more) of my money.   

      [Profanity removed by moderator]

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      May 15, 2024

      posting in the cc desktop ideas forum is the best place to make "suggestions" to adobe, not here.

      S
      Sheryl38806251imd4
      Participant
      July 25, 2024

      send us the link we would do it right away

      D
      davidsegal
      Participant
      January 18, 2021

      Why aren't there like 100000 people screaming about this?  I have the same issue and (@#&*%) greedy adobe won't let me cancel my auto renewal.  I think the solution is to get a one-time credit card and let them try to suck from that after a year... What a shame!

        S
        Sheryl38806251imd4
        Participant
        July 25, 2024

        I too think the same, even I'm been looted from past 7 months

        M
        Community Expert
        Manan JoshiCommunity ExpertCorrect answer
        Community Expert
        June 10, 2020

        Hi there,

         

        Sorry to hear about the issue that you faced, however this is a user to user forum so there is only so much that we can do to help you in this case. I will try and get this shared ahead if possible to someone in the Adobe but that's about it i won't guarantee a response.

         

        -Manan

        -Manan
        Terms & ConditionsAccessibility statement
        Using the community Terms of use Privacy Cookie preferences Do not sell or share my personal information ad choicesAdChoices