I finally got a response from customercare-support@adobe.com though it's hardly a resolution - more of a dodge!
Adobe Locked Me Out, Then Blamed Me
Complaint: I was 8 months into a 12-month Adobe subscription when I was suddenly locked out of my account. This was on a weekend, November 8. They said I cancelled. I had not canceled. My payment method was valid, and Adobe had charged me on October 15, on time and the correct amount as negotiated last year, which was already 150% more than the previous year!
Now, after being locked out (November 8), I contacted chat support and had to negotiate agressively, insisting I had paid and should retain my current rate. I also explained that I'm a senior on a very tight budget, only use 4 of the apps for a cognitive hobby now, and don't even make money with this any longer. Instead of restoring access, Adobe pressured me to re-subscribe at an amount more than double my current rate!! I said 'absolutely not!', he tried a lower number, still higher than my current rate, and I said no to that also. I let him know that I was aware of the FTC issue. Then the chat person said they 'had to go talk to someone'. To continue my sub, I had to stand my ground. They finally conceded to keep me at the current rate. They took payment, the current amount, which I had to authorize via my bank's text, and charged me again on November 9, a full week early. I did not authorize any change to pricing, terms, or timing.
I found a phone number in a forum, called on Monday Nov. 10, spoke to first a woman, Sheetha R. It was a horrible connection and on top of that, she of course had an Indian accent, a bit difficult to understand. No apology, no resolution.
Two days later, I received a vague email claiming I had initiated a chargeback through my bank—something I absolutely did not do. Here's what they wrote: 'As per the investigation we found that you have requested for a charge back through your bank for the adobe charge. Once we receive the charge back request through the bank the plan will be automatically canceled. ' WHY WOULD THEY DO THAT? This appears to be a fabricated excuse to justify their cancellation and avoid accountability.
I’ve now spent a week trying to get a straight answer. Adobe has offered no answer, no resolution, no refund, as I've seen that others have received in similar situations, and no explanation for the early charge or the account disruption. Their billing practices are deceptive, their support evasive, and their silence deliberate. From search: The Federal Trade Commission (FTC) is suing Adobe, alleging the company uses illegal "dark patterns" to trap consumers in subscriptions. The FTC's complaint, filed in June 2024, claims Adobe failed to clearly disclose the early termination fee (ETF) for its annual plans and made the cancellation process excessively difficult.This action is part of a broader government effort to combat hidden fees and protect consumers from deceptive automatic renewal practices.
From my most recent email to them:
If Adobe spent half as much energy on customer support as it does on obfuscation, this wouldn’t be necessary.
At this point, I’m not sure if I’m dealing with a tech company or a subscription trap with a logo.
WHY ARE THEY NOT ACCOUNTABLE? IT'S NO WONDER THE STOCK IS TANKING.
Stand your ground, creative people.
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