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M
Margaret29086758qv4u
Participant
July 11, 2023
Answered

I've been signed up for a service without my permission, expensive cancellation fee

  • July 11, 2023
  • 2 replies
  • 872 views

Hi there,

I'm posting here because I haven't had luck with the virtual chat.

Earlier this year I accessed Illustrator through a link in LinkedIn Learning for an online course. I had never used Adobe products aside from the boxed version of Photoshop CS6 and just followed the prompts from Linkedin. It prompted me to start a free trial which I did.

After the course, I didn't need it, and did not want clutter in my inbox so I set promotions to spam. I cancelled my trial and got a confirmation of it.

 

Months later (my fault I admit) I noticed that I've been getting recurring charges for Adobe Stock. I have never used it and did not know I had been signed up for it. I do not want the service but the cancellation is quite expensive.

It was an honest mistake and I was hoping I could get the cancellation fee waived as at that point I considered the three months of payment as a stupidity tax on my part.

I explained to a team member, Priyanka, my situation and she just kept repeating to me

that they sent me a confirmation, refusing to acknowledge my problem or offer any options to help before ending the conversation with no notice. I tried twice, and both times I was routed to the same person before being cut off.

 

Is there any way to dispute or cancel a subscription that I do not recall signing up for without penalty?

 

 

 

    This topic has been closed for replies.
    Correct answer kglad

    contact adobe support. there are 2 ways to contact adobe; chat and twitter:

    chat:
    use a browser that allows popups and cookies
    and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
    in the chat field (lower right), type AGENT
    be patient, it can take quite a while to reach a human.

    twitter:
    tweet @AdobeCare

    p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

     

    -----------------------------

    in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

    p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.



    <"moved from using the community">

    2 replies

    M
    Community Expert
    Manan JoshiCommunity Expert
    Community Expert
    July 11, 2023

    Hi @Margaret29086758qv4u,

    It looks from your chat screenshot that you successfully cancelled the Creative Cloud All Apps plan and the email confirmation was for that, however, you were charged for the stock subscription. This is unfortunate I know but only Adobe can help in this, try connecting again and explain your situation, maybe you get hold of some empathetic person who does something to give you some relief.

    -Manan

    -Manan
      M
      Margaret29086758qv4uAuthor
      Participant
      July 11, 2023

      I do get that part now, but whenever I've tried to initiate a conversation about the mistaken stock subscription I usually get promptly ejected as seen in the screenshot. I've tried to call on another occasion and explain but the rep hung up on me.

       

      Yep, I do plan on trying again and hope that I get connected with someone else who may be able to help.

      kglad
      Community Expert
      kgladCommunity ExpertCorrect answer
      Community Expert
      July 11, 2023

      contact adobe support. there are 2 ways to contact adobe; chat and twitter:

      chat:
      use a browser that allows popups and cookies
      and click here, https://helpx.adobe.com/contact.html?rghtup=autoOpen
      in the chat field (lower right), type AGENT
      be patient, it can take quite a while to reach a human.

      twitter:
      tweet @AdobeCare

      p.s. if you're contacted by anyone (via email or private message), it's much more likely to be a scammer than an adobe representative. ie, double check for an employee badge if contacted in the forums and look for an adobe.com domain in the email address if you click reply to an email. then check again and be very suspicious. any other method of contacting (or offering to contact you) is almost certainly a scam, https://community.adobe.com/t5/using-the-community-discussions/staying-safe-in-the-adobe-support-community/td-p/12919684/redirect_from_archived_page/true

       

      -----------------------------

      in the future, to find the best place to post your message, use the list here, https://community.adobe.com/

      p.s. i don't think the adobe website, and forums in particular, are easy to navigate, so don't spend a lot of time searching that forum list. do your best and we'll move the post if it helps you get responses.



      <"moved from using the community">
        M
        Margaret29086758qv4uAuthor
        Participant
        July 11, 2023

        The screenshot above was from the chat option, and I accessed it through the same link.

        I'll try making a Twitter account to try the second option.

         

        And thanks for the advice on navigating the forums.

         

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