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Is this even serious?

New Here ,
Nov 07, 2022 Nov 07, 2022

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I have decided to post this here: 

For many years I have been a happy Photoshop-man, and a loyal customer. I also never had any problems with my monthly charge of 117 NOK pr month. 

But it all took a very odd turn when I decided to try Premiere Pro, for movie productions, such as documentaries etc. So far so good. The offer/price was supposedly 236 NOK a month. I thought it was expensive, but still worth it, after reading the reviews and my plans to have a good production-program with a company I thought I could thrust. 

 

Suddenly I noticed in my bank that I was being charged 353 (!!!) NOK the day after the withdrawl of the amount for the program I actually signed up for, Premiere Pro. And this has been going on every month now. BUT: I do not even know what Adobe Stock is, so why would I sign up for it??! I signed up for Premiere Pro, and the price was supposed to be 236 NOK a month. And this was after strong concideration, because Premiere Pro and Photoshop was already pricy enough. So when I noticed that Adobe is actually charging me an extra 353 NOK for something I don`t know what is, I was shocked. To be presise: I have never signed up for Adobe Stock. 

 

I tried to talk to a person in the chat-service, and I asked to talk to a person. But even after this, I was never really sure if the person was a real person or a robot, because he/she never really answered my questions. They just gave me offers, and never really answered anything about the Stock-program. But I realized it was a person because of some specific answers, but they were still diffuse in terms of the real matter. The staff somehow tried to manipulate the situation to "giving me a good offer in this financial crisis" etc etc. ( I have copied the whole conversation ). It was offer after offer, and I said I wanted to cancel the whole thing, absolutely everything, because I was starting to sense fraud. 

 

After the final offer, I needed extra time to answer, but I didn`t use that long ( I write in touch-method ), but still I was interrupted, when writing my answer, that "It seemed like I had pulled out of the conversation", so they finished the chat. 

 

I have now seen my plans, and Adobe will charge me an extreme amount if I cancel the plans. I have already cancelled my photoshop-plan, and paid the fee. But the amount they want for cancelling the Stock-thing, is just over my head. 

 

And no, I have never signed up for a free trial and let it last for more then 2 weeks. Why should I? I signed up for the videprogram, not something I have never heard of. 

 

If anybody can give me any advice, experiences etc, I would really appretiate it. I am not going to pay a gigantic fee for something I have never signed up for. This is both shocking and dissapointing. And I think I should get a refund for the months charged, instead of paying an extreme fee for cancelling. 

 

Best regards

 

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Plans and purchase , Troubleshooting

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Community Expert ,
Nov 07, 2022 Nov 07, 2022

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Did you ever download any Stock images? I think you'd have a better chance of making your case regarding the "accidental subscription" to Adobe Stock if you had proof that you'd never actually used it. Look at your account in stock.Adobe.com. 

since you did not receive a satisfactory response using the Chat function, perhaps you should call directly:

https://helpx.adobe.com/contact/phone.html

Jill C., Forum Volunteer

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New Here ,
Nov 07, 2022 Nov 07, 2022

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Hello, and thank you for your reply. 

 

No, I have never bought any stock photos, and the problem here is that this is something that somehow appeared in my "plan" when I bought Premiere Pro. 

 

Your comment about "accidental subscription": It is possible that I somehow have purchased this extra, very expensive thing "accidentally", as you call it, but when I google and see a large sum of people with almost the excact type of complaint, in many cases identical, and that this problem has been lasting for years ( many of the complaints go years back ), there must be something that is extremely easy to misunderstand somewhere, during the purchase. 

 

But thank you for your reply. 

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Community Expert ,
Nov 07, 2022 Nov 07, 2022

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Yes, I agree that there are numerous unintended / accidental subscription purchases. There must be something about the process that makes it too easy to click the wrong button; and since Adobe already has your credit card number on file, you're on the hook! It's also apparent that many people do not audit their credit card statements carefully and frequently enough to catch such issues right away!

Jill C., Forum Volunteer

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Adobe Employee ,
Nov 07, 2022 Nov 07, 2022

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You appear to have signed up for the Adobe Stock subscription when you started your Premiere Pro subscription. As with all subscription purchases you received an email confirming your order when you placed it. That email also includes the terms of your purchase and its cancellation. Perhaps you overlooked that email when it was delivered.

 

Please contact customer care for additional assistance.

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