I signed up for Adobe Stock on August 29, 2021. Like many people, I just signed up, because I just needed a quick pattern for my freelance job. I downloaded a few patterns and forgot about it. Next month, unbeknownst to me at the time, I had been charged on my credit card. The reason I did not know, was because I am in Korea, and Korea uses a third-party payment service to make online payments. So under my credit card statement, it said some company of which I had no idea. This complicated things, and I had caught on and found out that a few months later that the payment was for Adobe Stock. I had no idea I had signed up for an annual plan. You can say it was my fault, for not carefully reading the agreement, but you really can't blame the customer for this. This policy really doesn't make sense, because Adobe is tricking people and trapping them into a plan that they will barely use. After this realization, I had then spoken to a representative online about my query. She had offered me the option of getting 3 months for free, to which I agreed. I then got busy and forgot about it until today, when I saw my credit card being charged again. I chatted with a representative again today, and he really tried to keep me on the plan by offering me a discounted price, when I asked him that I just want to cancel and not have to pay the cancellation fee. He finally caved in when I said, "since you can't help me, I'm just going to leave, thank you and goodbye," and told me that he will do me a goodwill gesture and go ahead and cancel the subscription free of charge. And that really made me think, "wow, you're telling me he could have done that this whole time, and I went through all that trouble to persuade him?" This has got to stop.
This kind of agreement is very deviously intentional. It just gives me the impression that whoever came up with this idea was probably like, "we can force people to pay for a service even if they don't use it! We can just keep telling them that was the agreement." Look, I understand Adobe is a business and businesses need to make a profit, but you cannot do this to your own customers. This will just create negative reviews, which will lead to distrust and just be bad for the company. In my opinion - and I am sure many people, as I have seen in the community forum, will agree with me - this is not the way Adobe should go about business with their customers.
Adobe needs to wake up and abolish this policy because it is not ethical to their customers and nothing of this sort should ever be implemented in the future. I wasn't successful at getting a full refund and that is why I am writing this long, but very necessary, post on this forum. I would like to request a full refund. And please, let Adobe know that this has to stop immediately! There are so many better ways to go about this.
There are two types of subscription: one annual, paid per month, the other monthly, paid per month. If you want to reproach something to Adobe, you can do by not prominently promoting the other, more expensive option.
You got a waiver for the early termination fee, which is a great concession of Adobe. As the service provided is neither deceptive and is usable as advertised and simply the fact to provide the service is involving costs, I suppose that the Adobe offer here was fair. The three-month free extension is not deceptive neither, as it gives you what it says: an extension to an existing contract. If that is not acceptable to you, you need to refuse. For some customers, it's of great help to overcome paying difficulties.
As for the rest of your rant, I have a huge esteem for you for admitting your failures, that can't exactly be attributed to Adobe.
Note: I'm not an Adobe employee.
ABAMBO | Hard- and Software Engineer | Photographer