1 Reply Latest reply on Jan 21, 2016 4:22 AM by Beverley Gray

    Trial membership cancellation problems

    gnewport32@gmail.com

      I had a "chat" with someone on 1/2/16 about the cancellation of my free trial. I specifically asked if I needed to cancel it on my own. The representative told me it would will expire on it's own... HOWEVER, it did not and now I was charged! I'm so frustrated..... I need to cancel this and be refunded the charges. 

       

      I went ahead and had the chat transcript emailed to me just in case, I'm glad I did!

       

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        • 1. Re: Trial membership cancellation problems
          Beverley Gray Adobe Employee

          Hi there

           

          Sorry for any confusion caused.  It doesn't appear that the agent established which product you were using and has assumed it was a general product trial, rather than a paid subscription.

           

          You started a Stock subscription on 19th November & received a refund for the first month as part of the promotion.  When you contacted us to cancel in December you agreed to continue with your annual subscription and were provided with a month of credit.

           

          As an exception I will arrange for the subscription to be cancelled without fee, and refund the current month.

           

          Thanks

           

          Bev