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Deceptive billing practices after free trial

New Here ,
Oct 17, 2022 Oct 17, 2022

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I signed up for the free trial of Adobe Stock in March.  I'm not a graphic anything; I just wanted to see if it would be helpful for small personal projects, and I was overwhelmed and confused with downloading and how to use items.  I put an appointment on mycalendar to cancel on 4/15 while in the free trial period.  I am fairly certain I came in and canceled my service by 4/15 at the latest.  I was charged $29.99 on April 18th.  I assumed I was late with processing the cancellation & got stuck paying for one month. Shame on me.

 

Fast forward to July 18th, and suddenly I start getting billed $29.99 a month again.  I did not notice it on my statement until today (again, shame on me).  However there is nothing that happened in May or June to cause this to start billing again.  The only thing I can think of is that I asked my help desk team at work to give me Adobe Sign at work.  However, that doesn't make sense as it should be two distinct email addresses used, and should not have triggered a re-bille of Adobe Stock. 

 

I logged into the Adobe portal this morning to cancel AGAIN, and it told me I'd have a $89 cancellation fee.  Is there for real?  You are dealing with people who are individual customers.  This is not an enterprise agreement where legal pours over terms and conditions and highlights early term fees for you.

 

I called customer service today and spent a very frustrating $25 min on the phone with overseas.  I could barely hear the agent over all the noise in her backgroud and a very light microphone.  When she placed me on hold, I was blasted with music 10x the volume of her speaking.  After going back & forth with her and requesting a supervisor 2x, she finally agreed to cancel my service and waive the early cancellation fee.

 

This has been a horrible experience.  I have now paid $120 for a free trial that was cumbersome and useless to me.  Customer Service was a frustrating experience, and I am very turned off by Adobe and their practices.  I make software licensing decisions for my organization, and this has left such a sour taste in my mouth that I will actively seek a different PDF/E-Sign tool for my org.

TOPICS
Account management , Licensing , Terms of use

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Adobe Employee ,
Oct 17, 2022 Oct 17, 2022

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I'm sorry you had a difficult time cancelling your subscription. I've forwarded your concerns to our customer care leads to review to see if there is anything else that can be done.

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