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markgreenwood
Participating Frequently
March 21, 2023
Answered

Unexpected charges on Adobe Stock subscription cancellation

  • March 21, 2023
  • 4 replies
  • 1340 views

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

This topic has been closed for replies.
Correct answer Rashmi27002770wxve

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

4 replies

J
Jeff22748060h0cz
Participant
March 28, 2024

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
Community Expert
AbamboCommunity Expert
Community Expert
March 29, 2024
quote

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.

quote

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.

quote

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


By @Jeff22748060h0cz

That's what I would expect.

ABAMBO | Hard- and Software Engineer | Photographer
J
Javiera297830192a1a
Participant
May 8, 2023

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 

    kglad
    Community Expert
    kgladCommunity Expert
    Community Expert
    March 21, 2023

    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

      R
      Community Manager
      Rashmi27002770wxveCommunity Manager
      Community Manager
      March 21, 2023

      @kglad The customer has individual subscription only.

      kglad
      Community Expert
      kgladCommunity Expert
      Community Expert
      March 21, 2023

      @Rashmi27002770wxve 

       

      thank you. previous post edited.

      R
      Community Manager
      Rashmi27002770wxveCommunity ManagerCorrect answer
      Community Manager
      March 21, 2023

      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

      M
      markgreenwoodAuthor
      Participating Frequently
      March 22, 2023

      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?

      M
      markgreenwoodAuthor
      Participating Frequently
      March 22, 2023

      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-community/td-p/12919684/redirect_from_archived_page/true


      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.

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