Unexpected charges on Adobe Stock subscription cancellation

[markgreenwood]

My small business pays hundreds of pounds a year to Adobe, I have used Adobe products for the past fifteen years. Three months ago I decided to trial Adobe Stock, having been persuaded to take out a subscription by an Adobe salesman. 

I have decided to cancel the Stock subscription. Only now do I find my business is suddenly faced with a £90 bill for the privilege of cancelling. The salesman assured me I could cancel the subscription after three months, he never mentioned any cancellation fee. If I’d known, I wouldn't have signed up.

Now I find there is no way to talk about this with any Adobe employee, not even a chat robot. Only a forum, on which my plaintive post may just be ignored. I feel like I have been mugged… 

Please can someone from Adobe contact me to discuss, or post a phone number, or an email address so I can discuss this. Today is 21 March. The next Stock payment is due on 27th March, so I only have a few days to sort this out. 

Regards, Mark Greenwood

[Rashmi27002770wxve · Accepted solution]

Hi there,

Happy to help!

We are happy to share the link that can help you to connect with the Adobe Customer support via chat.

https://helpx.adobe.com/contact.html?rghtup=autoOpen

If you are not able to get to the chat window, then disable your adblockers, firewall, enable cookies/scripts on your browser. If it still fails then change your browser/machine/network.

For future reference, we are sharing a couple of help articles which will help you to understand how to

• cancel a subscription
• the cancellation terms of your subscription.

https://helpx.adobe.com/manage-account/using/cancel-subscription.html

https://helpx.adobe.com/manage-account/using/creative-cloud-subscription-terms.html#cancel

Please do not share any personal/confidential information like email ID, bank details, etc here. This is a public forum.

Hope the information was helpful to you. Please let me know if you have any further questions.

Sincerely,

Rashmi Swain

[markgreenwood]

Hi Rashmi, Kglad

Thanks for getting back to me, much appreciated.

Thank you for the link. Yesterday I spent about 30 mins on this page, which is titled 'Contact Customer Care', and others to which it is linked.  I could not find any way to contact customer care. There appeared to be no phone number, no chat, no email address. I checekd by accessing the same page through a different browser. Still no luck.

Thank you for the suggestion to  'disable your adblockers, firewall, enable cookies/scripts on your browser'. This morning I used a different 'virgin' browser, turned off anything that looked like it might disrupt a web page, including Tracking Protection, Deceptive Content and Dangerous Software Protection, Certificate Validity. I cleared history and cookie data, and unblocked pop-ups. 

Now when I go to the 'Contact Customer Care' page, a chat window appears.

Can I humbly suggest that the 'Contact Customer Care' page should have detailed instructions on how to make the Chat window appear?

[markgreenwood]

Hi Rashmi, Kglad

The link to the chat window worked.

Three times I started a chat, three times the caht was terminated for no apparent reason, almost before it got started.

Eg.

You are now connected to Shantonu, who is reviewing your account.

Shantonu

Hello Mark, I'd be happy to help you today, let me first pull up your account information and access your details.

(Me) Hi Shantonu
Shantonu has left the conversation.
While this conversation has ended, feel free to come back anytime you need help.

So, my advice to anyone with a similar issue is that the Chat window is a waste of time.

By following links from other forum discussions I found a page called 'reach us by phone'.

(REMOVED BY MODERATOR)

I phoned the UK number and resolved the problem in five minutes.

I hope this helps someone else avoid the hours of frustration trying to contact Adobe that I have just been through.

[kglad]

for others, there are 3 ways to contact adobe; chat, phone 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.

if you get disconnected, https://helpx.adobe.com/x-productkb/policy-pricing/customer-support-portal.html

phone:
(REMOVED BY MODERATOR)

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...

[markgreenwood]

Hi Kglad

Thanks for making the effort to clarify things, and thanks for the tip about using AGENT to quickly reach help.

I checked the link you supplied to pick up disconnected chat sessions. None of the three disconnected chat sessions from today were included in my Support History. So I would not have been able to continue any of the conversations and I'm sure you'll understand why my suspicion is that Chat is probably going to be a waste of time.

[kglad]

@markgreenwood 

i understand, and you're not the only one reporting chat disconnects.  but you are the only one, i can recall, reporting disconnects before a support ticket was opened.  

anyway, none of that mitigates/justifies/explains the problems you had.  sorry, but glad you were resourceful enough to find an alternative and get the problem resolved.

[Georgia29365212177h]

Mark, thank you for these details. Wayyyy more helpful than any of the useless and endless pages of "support" provided by Adobe.

It took me two hours to find a way to cancel a subscription and I probably wouldn't have found a way to cancel, unless I found this advice from another user. A 3-minute call with support was all that was needed to get this resolved but Adobe clearly goes to great lengths to hide these numbers so deep in their websites that no one is able to find them.

This practice from Adobe is nothing short from unacceptable and clearly aiming to SCAM people by getting them onto trials and then subscriptions, which they then make incredibly difficult to get out of.

ADOBE YOU SHOULD BE ASHAMED OF YOURSELVES!

[kglad]

for others looking to contact adobe support: again, there are 3 ways to contact adobe; chat, phone 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.

phone:
(REMOVED BY MODERATOR)

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...

[kglad]

this applies to team and enterprise subscriptions (which i understand you do not have, so ignore):

open the support tab on your admin console > start chat or start case or request expert session.

https://helpx.adobe.com/enterprise/using/support-and-expert-services.html

[Rashmi27002770wxve]

@kglad The customer has individual subscription only.

[kglad]

@Rashmi27002770wxve 

thank you. previous post edited.

[Rashmi27002770wxve]

You are welcome!

[Javiera297830192a1a]

Hello Mark, I'm contacting you from Chile with quite the same problem that you had. In my case, I NEVER subscribed to Adobe Stock, and today at 09:37 am I got an email with the receipt of this months payment. I've tried contacting them via phone, but the answers that they gave me were to contact "Support", as if I haven't searched every corner of Adobe's website trying to find another phone number. They also gave me phone numbers which don't exist, so I can't contact them. I also tried the chat, and as you said it doesn't work. The conversation ends abruptly without even talking to someone. I also tweeted @AdobeCare but I really doubt that it'll work. I'm sending you this in hopes of someone from Adobe to help me, since I feel like I've been scammed. 

Regards,

Javiera Martinez 

[Jeff22748060h0cz]

Adobe charged me after I cancelled. Then a year later, I saw charges from them again on my credit card statement. I'm currently on minute 33 of a phone call to cancell again (they will not reimburse me for more than the past month). [moderator deleted inappropriate content.] Stay away. 

[Abambo]

Adobe charged me after I cancelled.

By @Jeff22748060h0cz

When you cancel, you get a confirmation of that cancel. If you do not get that confirmation, you did not cancel.

Then a year later, I saw charges from them again on my credit card statement.

By @Jeff22748060h0cz

Were you on a yearly subscription, paid by the year? If not, you got a charge each month. When I see a charge on my credit card that is not in accordance with my buys, I check that.

(they will not reimburse me for more than the past month). 

By @Jeff22748060h0cz

That's what I would expect.