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

[Margaret29086758qv4u]

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?

 

[kglad · Accepted solution]

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-com...

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

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">

[Margaret29086758qv4u]

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.

[Manan Joshi]

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

[Margaret29086758qv4u]

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]

update your open ticket:

https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html#:~:text=In%20the%20S....

[Margaret29086758qv4u]

Thanks again for the extra advice.

I'm trying the Twitter route currently and the agent over there has helped me with my problem.

Have a great day!

[kglad]

oh, good to hear.  and thanks for the update @Margaret29086758qv4u 

[Abambo]

The screenshot you shared tells me that you do not have a stock subscription, but only a Creative Cloud all apps subscription, that you do not want to have cancelled.

You need to do the following: Check at https://account.adobe.com/plans what subscription is shown. If you do not have the stock subscription, check other possible e-mails as Adobe ID. You may well have taken a stock subscription using a different e-mail.

But looking at your chat, you have an CC all apps subscription, that you don't want to cancel. According to what your story is, you did start a free trial of something! The Creative Cloud all apps subscription still appears to be active!

But that does not match with what you tell us.