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EL VERKTØY
Inspiring
December 11, 2023
Answered

Losing Credits after downgrading ...

  • December 11, 2023
  • 4 replies
  • 1915 views

So I wil post this here , since my customer service client closed my chat, and made us not be able to chat.

We have been paying customers for a long time... and I am not happy that Adobe just removes your credits if you downgrade from 40 to 10 , we had saved up over 300 credits, and on friday we lost them all.

[abuse removed by moderator], and money is been taken out of our accounts. 
We decided to downgrade since my company wanted to pay less due to ressesion and struggle with todays economy.
And as a customer, we feel violated, since we wanted to spend the rest of our credits and use it when we needed it.

This is extremly bad customer service. and as a user of adobe for a long time,  this is everything wrong with the industry today, we use this everyday at work and we " was " happy with it until now.
This is just not how to treat a customer for this long, and then we from what I know did not get any noticed when we downgraded saying " HEY! BTW IF YOU DO THIS YOU WILL LOSE YOUR CREDITS YOU HAVE BEEN SAVING UP " this is missleading and imo [abuse removed by moderator]..

I will talk to manager and ceo and we 100% will not be using adobe anymore, and I hope forward you will learn from your faults  ( adobe )  and treat and notify your customer that you tok 300$ worth of credits of our account, [abuse removed by moderator].

And your customer service just closed my chat for being frank annoyed and trying to explain our situation and in stead of being humble and appologetic spamming automated answer just honestly " [abuse removed by moderator] "

Thank you for nothing I hope others get not the same treatment . over and out .

    This topic has been closed for replies.
    Correct answer EL VERKTØY

    After talking to the customer service we are both happy now and I will take this learning experience and I will from now on be more calm while talking to them they are very helpfull I just was blinding by rage, so I sincerely appologize and I wish you all a great Christmas and a happy new year 😄 

    4 replies

    E
    EL VERKTØYAuthor
    Inspiring
    December 12, 2023

    Can admin please delete this thread 🙂 it is resolved .

      Jill_C
      Community Expert
      Jill_CCommunity Expert
      Community Expert
      December 12, 2023

      I'm glad to hear that you've reached some resolution and closure in this matter. The post won't be deleted because it can be useful input for other Stock customers, but an admin can possibly lock it to prevent further comments.

      Jill C., Forum Volunteer
        E
        EL VERKTØYAuthor
        Inspiring
        December 13, 2023

        HI ok That is fair 🙂 .
        Yes I kept my calm and we resolved it, I was just very heated and angry and I did the one thing you dont do, you talk angry on internett haha .
        But I have learned my lesson.
        Have a great Christmas 😄

        E
        EL VERKTØYAuthorCorrect answer
        Inspiring
        December 12, 2023

        After talking to the customer service we are both happy now and I will take this learning experience and I will from now on be more calm while talking to them they are very helpfull I just was blinding by rage, so I sincerely appologize and I wish you all a great Christmas and a happy new year 😄 

          Jill_C
          Community Expert
          Jill_CCommunity Expert
          Community Expert
          December 11, 2023

          The Adobe terms regarding cancellation of a subscription clearly state that unused credits are lost upon cancellation; however, since you were converting to a lower subscription level, I don't think your credits should have been zeroed out. I think they should have gone from the 300 you had accrued to 120, which is the total amount you can accrue on a 10-per-month subscription. 

          https://helpx.adobe.com/stock/kb/cancel-membership-subscription-stock.html

           

          You might have reached an agent who isn't experienced enough with cancellation terms. It's worth another try with Adobe support before deciding that you need to quit Adobe altogether. You can also ask to chat with a supervisor. Remaining calm and polite is ALWAYS more productive in such situations.

          Jill C., Forum Volunteer
          Abambo
          Community Expert
          AbamboCommunity Expert
          Community Expert
          December 11, 2023

          If one has negotiation skills, they can reach an agreement. Customer support agents have some leverage to keep customers happy. They just can't do more than they are allowed to do.

           

          The credit-loss is documented; however, you can argue that it is not clearly documented. I don't know, however, if it gets also messaged during the plan change, like with a cancellation. Whatever, I think there is enough leverage to reach an agreement. You just need to stay friendly.

           

          My guess would be that OP could easily settle for 75 credits, which is proportionally the amount that was attributed with the old subscription (25% of 300). I would start the negotiations at 120 assets, which is the maximum a 10-credits/month account can hold.

           

          But these are my personal thoughts.

          ABAMBO | Hard- and Software Engineer | Photographer
            E
            EL VERKTØYAuthor
            Inspiring
            December 12, 2023

            Sadly I am not very good at this, its my 2nd language, and I struggle with talking or typing formally., So it all becomes a blur and just rushed. 
            I wanted to hope they would let us keep some credits, but its seems they wont currently, so we have to close the account since my work wont have this account anymore since it has no credits.

             

            I contacted support again and said I was sorry but thats all I do for now. 

              Abambo
              Community Expert
              AbamboCommunity Expert
              Community Expert
              December 11, 2023

              I'm sorry about that, but that is documented. Downgrading a plan does not keep the credits. You should have downgraded much earlier before having piled up those 300 credits. A 10-assets/month plan can carry over a maximum of 120 credits.

              https://stock.adobe.com/ae/plans#plans-faq.

               

              Reading your rant, I can imagine why the connection with customer support got cut off. They are customer support, but that does not mean that they need to support abuse. When you have a claim to make, you need to stay friendly and correct. That will give you a maximal result.

               

              Some reasoning behind this downgrade-you lose credits-thing:

              You have a plan that allows you to licence assets at a certain price. For having a plan and paying a monthly fee, you get in exchange a certain number of free credits each month. The fee covers the costs that Adobe has to run the service:

              • maintaining a database of assets
              • checking assets when they are added
              • giving customer support when they are in trouble
              • paying the contributors their share.

              It's like a cell phone plan. You pay a certain amount, and you get in exchange a number of free minutes/data. We customers are paying to get the free data, but the company uses our money to keep the system up and running.

               

              Others will also lose their credits when downgrading a plan. But hopefully, they will read about the consequences, before doing so.

              ABAMBO | Hard- and Software Engineer | Photographer
                E
                EL VERKTØYAuthor
                Inspiring
                December 12, 2023

                Yes  I agree, I was heated and annoyed as I had a lot of pressure on me to finish some work and I can not do it now due to not being able to download any assets so I did the wrong thing and took it out on a customer supportm it was imoral and wrong I just felt so lost and helpless..
                I do appologize for my behaviour, and English is not my first language, I also suffer from ADHD so i speak and type before I think

                I just felt that having so much credit stolen from me, / taken , it felt like a hit in the gut, and As a artist I was really frustrated and sad due to this, and my boss being on me trying to get things done does not help either, so things got out of hand.

                again sorry for my mistake I was hoping I would be able to have some credits kept, but It seems to my work want to close this account now, and merge me with someone else .


                If mods want to delete this post they can do so.

                 

                Have a great day and soon merry X mas 

                  Abambo
                  Community Expert
                  AbamboCommunity Expert
                  Community Expert
                  December 13, 2023

                  You're welcome.

                  ABAMBO | Hard- and Software Engineer | Photographer
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