Trying to get understanding around being charged for Adobe Stock (was ShutterStock)

[Megs1305]

First let me highlight my exasperation, the customer service from Adobe is non existant, they make it very difficult to solve problems, particulary around billing!! Instead relying on their customers to provide the customer service to other customers (eye roll) I have disovered I am being charge for Adobe Stock Shutterstock, on a yearly plan. Adobe Stock Shutterstock is a program I rarely use and when I do, I have an on demand subscription.  

I have already been charged for two months. When I attempted to cancel I was told I would be charged almost $400 to cancel because apparently I have a 1 year subscription.  So if I cancel I subscription I don't believe I sighed up for I will be charged.  If I don't want to pay the $400 I get to continue paying for a subsription I don't want for another 10 months!!  WT!! Then of course it is actually impossible to communicate with anyone at Adobe (see above) so here I am between a rock and a hard place and really annoyed.  Has anyone had a similar experieced and found a way to resolve it,  short of posting all over social media I am at a loss to find anyway to communicate with Adobe.  Any advice would be appreciated, I'm feelign very scammed right now.

[moderator edited post to say Adobe Stock instead of Shutter Stock]

[Amal.]

Hi @Megs1305

Hope you are doing well and thanks for reaching out.  Shutterstock is a non Adobe service, please try to reach out Shutterstock support for more information.

Regards

Amal

[Megs1305]

Sorry I Adobe Stock, its being charged by Adobe, so must be Adobe. Sorry for the name confusion

[Megs1305]

No it doesn't work another run around the mulberry bush and a waste of my time.  It would be so nice if you acutally, Please provide me via return email a proper contact for the accounts department.  Not another automated system that doesn't cater a understand when you are being charged for something didn't sign up for and most certainly don't want. I hope this makes it easy to understand, that I have looked at every option on your automated system and none of them are satisfactory.  Just a little bit of real customer service would be appreciated, its not like Adobe isn't charging for it

[Amal.]

Hi there

This is something, that can be better handled by our billing team here https://adobe.ly/3SjkGog and see if that works.

Regards

Amal

[jane-e · Accepted solution]

@Megs1305 

You posted to the Adobe Acrobat forum and I've moved your post to the Adobe Stock forum to see if they can assist or explain.

Adobe Customer Care are the only ones who can assist with billing. You didn't say how you reached "Adobe" before.

Try the link to auto-open the Chat:
https://helpx.adobe.com/contact.html?rghtup=autoOpen  
Type "agent" to get a human

If your browser blocks the Chat window, try these steps:
https://community.adobe.com/t5/creative-cloud-services/how-to-contact-adobe-support/td-p/11875703  

You can also send a post through X (formerly Twitter) to @AdobeCare.

Do not reply to PMs, which are likely to be scammers.

~ Jane

[Abambo]

You have probably taken a 30-day free test subscription for Adobe stock, and did not cancel in time (before the end of those 30 days) and did not cancel in the first 14 days of your paid subscription. So when you cancel now, Adobe asks you to pay an early termination fee of half of the remaining due. 

As for reaching Adobe customer care, you should not to be too verbose with the bot. Give initial information, "cancel Adobe Stock plan" and then type "agent" to get connected to an agent. That agent will be someone who takes care of account issues, as you have given the preliminary information, which is the aim of the bot: gather enough info to guide you to the correct agent. 

Stay friendly, that helps. You can hope for a good resolution of your issue, if you did not use the stock plan.