How do I cancel Abobe Stock and request a refund for an unapproved subscription.

Explorer ,
Dec 29, 2017 Dec 29, 2017

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As a CC subscriber for several years, last May I was offered one free Stock photo. Unbeknownst to me, by clicking that led to a recurring monthly subscription at $29.99/month starting in June.

I just discovered this after getting a message to update my Credit Card. I thought this message was about my monthly CC account, but discovered it was for the Stock subscription I didn't know I had.

I have not used any Stock images since the first one in May -- which should prove I have not known I was a subscriber. Unlike the CC subscription, I have not received monthly notices of these charges. This whole Stock subscription issue seems a bit like a bait-and-switch scam. I recall no notices about a recurring subscription kicking in. I have been charged $210 for nothing.

I would like my Stock membership cancelled, and my payments since June refunded.

If I do not get satisfaction, I will file an Adobe Integrity claim.

I attempted to resolve this by phone: I called Support, and got to someone after being on hold for 30 minutes. I told him my issue, and he told me that I needed to speak with someone in Cancellations, and he would connect me. At this moment I have been on hold for OVER 2 HOURS!!!!!!! And also was on hold for Chat for 45 minutes--until I gave up. You Support system needs some serious attention.

Thank you,
Aaron Cohen

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Adobe Employee , Jan 02, 2018 Jan 02, 2018
Hi Aaron,I have escalated it to the concerned team so that they can contact you and help you with the resolution.Appreciate your patience.Feel free to update the thread in case of any updates.RegardsTwarita

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Adobe Employee ,
Dec 29, 2017 Dec 29, 2017

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Hi Aaron,

Sorry to hear that you are facing trouble. I have checked your account details and was unable to find any case reference number.

Can you please share the case number so that I can look up into the interaction and can help you better?

Regards

Twarita

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Explorer ,
Dec 29, 2017 Dec 29, 2017

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I never got a case number. The support person check the records & confirmed I have not used Stock since thar first free photo. He said I needed to speak with the cancellation department, and connected me. But after holding for 2 hours, I hung up.

Sent from Aaron M. Cohen's iPhone

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Adobe Employee ,
Dec 29, 2017 Dec 29, 2017

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Please check your private message.

Regards

Twarita

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Explorer ,
Jan 02, 2018 Jan 02, 2018

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I never got a case number. The support person checked the records & confirmed I

have not used Stock since that first free photo in May. He said I needed to

speak with the cancellation department, and connected me. But after holding for

2 hours, I hung up.

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Adobe Employee ,
Jan 02, 2018 Jan 02, 2018

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Hi Aaron,

I have escalated it to the concerned team so that they can contact you and help you with the resolution.

Appreciate your patience.

Feel free to update the thread in case of any updates.

Regards

Twarita

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Explorer ,
Jan 02, 2018 Jan 02, 2018

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Thank you Twarita,

The solution should be simple. To review, I feel I was tricked into a Stock

subscription I just realized I've been paying since June. The fact that I have

not used it at all should attest to the fact that the subscription was not my

choice.

I'm disappointed that Adobe took a "small print" approach to convert one offer

of one free Stock photo into a recurring subscription that has now cost me over

$200.

I'm glad to continue my CC subscription, but expect that Adobe will justly

credit me for the Stock payments.

Thank you,

Aaron Cohen

310-390-9604

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Explorer ,
Jan 09, 2018 Jan 09, 2018

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No word yet. I’m losing confidence in Adobe. The issue is simple to resolve.

Sent from Aaron M. Cohen's iPhone

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Adobe Employee ,
Jan 10, 2018 Jan 10, 2018

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Hi Aaron,

I apologize for the confusion here and the delay in responding.

I'm working with the concerned team for a resolution here and you will be contacted asap.

Regards,

Sheena

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Explorer ,
Jan 11, 2018 Jan 11, 2018

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I am losing my patience. If I don't hear from someone by tomorrow to resolve

this issue,*I *will escalate and file formal complaints with the state and

federal consumer protection agencies, and the Better Business Bureau.

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Explorer ,
Jan 11, 2018 Jan 11, 2018

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I would like to speak with someone in the US who is able to process a refund.

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Adobe Employee ,
Jan 11, 2018 Jan 11, 2018

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Hi Aaron,

I will ask the agent to drop an email to you.

Regards,

Sheena

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Explorer ,
Jan 11, 2018 Jan 11, 2018

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Someone calls & leaves a message. I could not understand him. Please direct me

to someone in the US.

I tried to call back, and AGAIN are put on hold endlessly.

This issue must be resolved today, or I will file formal complaints.

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Adobe Employee ,
Jan 12, 2018 Jan 12, 2018

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Hi Aaron,

I totally understand the delay had happened in contacting you and getting the issue resolved.

Please accept my apologies for the same.

I hope the issue has been resolved for you now.

Feel free to update the thread in case of any queries.

Regards,

Sheena

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