Subscription cancellation problem

New Here ,
Nov 20, 2020

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I subscribed to the Adobe Stock free trial in August and went through the online cancellation procedure when I realised I would not be using it. I thought nothing more of it or I would have taken screenshots of the cancellation screens. I just realised that Adobe had taken three monthly payments from my bank account and when I checked my subscription was still showing as active. Going through the cancellation screens I was threatened with a substantial penalty fee for ending the 12-month subscription early, as well as lower priced inducements for me to continue with the service I have no use for at this time. Via live chat, I managed to get the cancellation penalty waived and I was offered a refund for two of the three months I was charged, but only after I expressed how dissatisfied I was with the service. I can't be the only person who has been placed in this position, so I would urge anyone else who finds themself in this situation to do exactly what I have just done.

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Account management, General, Plans and purchase, Terms of use, Troubleshooting

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Subscription cancellation problem

New Here ,
Nov 20, 2020

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I subscribed to the Adobe Stock free trial in August and went through the online cancellation procedure when I realised I would not be using it. I thought nothing more of it or I would have taken screenshots of the cancellation screens. I just realised that Adobe had taken three monthly payments from my bank account and when I checked my subscription was still showing as active. Going through the cancellation screens I was threatened with a substantial penalty fee for ending the 12-month subscription early, as well as lower priced inducements for me to continue with the service I have no use for at this time. Via live chat, I managed to get the cancellation penalty waived and I was offered a refund for two of the three months I was charged, but only after I expressed how dissatisfied I was with the service. I can't be the only person who has been placed in this position, so I would urge anyone else who finds themself in this situation to do exactly what I have just done.

TOPICS
Account management, General, Plans and purchase, Terms of use, Troubleshooting

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37

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Nov 20, 2020 0
Adobe Employee ,
Nov 23, 2020

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It appears you connected with our customer care team and they were able to assist you with your issue.

EBQ

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Nov 23, 2020 0
New Here ,
Nov 23, 2020

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Yes, as I said in my main post. The issue was resolved, but not to my total satisfaction as I am still out of pocket to the tune of one month's subscription, which I didn't sign up for. I feel the way the cancellation system works is a trap for trusting people like myself.

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Nov 23, 2020 0
Adobe Employee ,
Nov 23, 2020

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Please contact customer care, https://helpx.adobe.com/contact.html, for assistance with your issue. Explain to the agent that you have not used more than the first month's quota.

EBQ

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Nov 23, 2020 0
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