I downloaded the 10 free images and did NOT sign up for the continued use, I cancelled right away. I was still charged the $29.99 for the past two months and it over drew my bank account BOTH times. I contacted customer service and they VERY reluctantly cancelled my membership, yet refused to refund my money for something I am not even using! He only cancelled my member ship because I was able to show him that it does not show up on my creative cloud history. This doesn't make sense at all and I feel like I have been scammed. I am appalled. I have been a creative cloud member for quite a while and I have never experienced such rude customer service. I wish there were other programs as great as photoshop because I would be cancelling that subscription as well because of this experience.
Here is a transcript from the customer service conversation...
Santhosh: Hello! Welcome to Adobe Customer Service.
Santhosh: Hi Jonelle
Jonelle F: Hi, What happened to the note I just wrote out?
Jonelle F: I am being billed for Adobe Stock...This is the second time it has over-drawn my bank account and now I see they want me to pay over $130 to cancel?? This is not what I signed up for! I was offered a free trial and I cancelled as soon as I initially downloaded the first images.
Jonelle Fo: I pay every month for my creative cloud membership and I am not being overcharged for something I did not order, can you please help me... I have a baby to feed this is just not OKAY
Santhosh: I am reviewing your issue. Please stay online and do not close the chat window or browser in order to ensure our chat session is not interrupted.
Jonelle F: ok
Santhosh: I have checked and see that under j***account you have
Santhosh: Adobe Stock - 10 images a month (one-year) and
Santhosh: Creative Cloud Photography plan (one-year).
Santhosh: Just to confirm, are you looking to cancel the plan?
Jonelle : I do not want to cancel my creative cloud photography plan. I use it for work.
Jonelle : I did not sign up to be billed for the Stock images
Jonelle : I was offered a supposedly free trial and i cancelled within the time frame
Jonelle : but now i have been billed two months in a row and both times it has overdrawn my bank account.
Santhosh: Let me transfer the chat to the cancellation team so that they can help you.
info: Please wait while we connect you to a representative.
info: You are now chatting with Singpianliu Singpianliu.
Please don’t close the chat window or browser tab since it will end our chat session.
Jonelle : Will they see this chat or will I have to restate all of it
Singpianliu Singpianliu: Hi there.
Singpianliu Singpianliu: Thank you for contacting Adobe membership services,my name is Singpianliu.
Singpianliu Singpianliu: How are you?
Jonelle : Hi, Can you see the chat from above?
Jonelle : I am not happy about what is happening with my account
Singpianliu Singpianliu: Yes I can see all of it.
Jonelle : Okay thanks. I just wanted to make sure I didn't have to keep typing the same thing...
Singpianliu Singpianliu: I'm sorry to know that.
Singpianliu Singpianliu: Please allow me 1-2 minute(s) to review your account details.
Jonelle : Okay, you will see that I have not used the Stock since the initial free trial
Jonelle : I have not downloaded any of the images because I was unaware that I was signed up after I cancelled.
Singpianliu Singpianliu: Jonelle, I will check with my tools and will do my best to help you.
Jonelle : I appreciate it.
Singpianliu Singpianliu: Thanks for your patience.
Singpianliu Singpianliu: I just went through your membership details under JONELLELYNFORBES@GMAIL.COM.
Singpianliu Singpianliu: Jonelle I sincerely apologize, as this is an annual commitment if you cancel in between there will be early termination fee.
Singpianliu Singpianliu: It was not cancel within the first 30 days so as per the policy cancelation fee will be there if you do it right now.
Jonelle : I did cancelled the same day I downloaded the photos
Jonelle: If it did not go through it isn't my issue, something must have gone wrong on that end.
Jonelle : Not only did I not agree to it, I haven't even used it and it has overdrawn my bank account twice
Jonelle: I have a 17 month old child to feed I can not afford to keep having this overdraw my account
Jonelle : I am being scammed
Jonelle : I pay 9.99 single month for my creative cloud membership, how could this possibly cost 30.00 a month? this is just insane.
Jonelle : What is the number I can call to speak to a manager?
Jonelle : Or someone who can help me settle this
Jonelle: I would like to be refunded my money not only to cancel
Singpianliu Singpianliu: Sorry there is no direct number to talk to the manager.
Singpianliu Singpianliu: 1-800-833-6687
Jonelle: Of course not
Singpianliu Singpianliu: Jonelle, I have check with my resources but I could not find any cancelation request/attempt made by you, so if you have any sort of case number or references number then please provide me so that I can go and check for you.
Jonelle : it doesn't even show up on my history
Jonelle : Your file was successfully uploaded: Screen Shot 2016-10-03 at 5.04.54 PM.png.
Jonelle : I'm not sure if you can see the screen shot but that is all of my adobe history and it doesn't even show up on there
Singpianliu Singpianliu: Sure I will check it for you, thanks.
Singpianliu Singpianliu: I'm sorry I could not find it either.
Jonelle : Okay so is there something you can do ? Because if i can't even see it how would i even know I have it ?
Singpianliu Singpianliu: Jonelle the best thing I can do for you here is I will cancel the subscription and as a one time exception I will waive off the cancelation charges.
Jonelle : Thank you I appreciate that
Singpianliu Singpianliu: You are welcome.
Singpianliu Singpianliu: Is there anything else I can help you with?
Jonelle : It would be nice to be refunded but I will file that dispute with the bank, Thanks,
Singpianliu Singpianliu: Jonelle, we have given you an exception by waiving the cancelation fee, as per the policy of the contract you would have been charge 50% of the remaining months for cancelation, but as a goodwill gesture I have waive off that fee for you.
Singpianliu Singpianliu: I spoke to my supervisor to make that exception.
Jonelle: Okay, I appreciate that.... What is your supervisor's name?
Singpianliu Singpianliu: His name is Abhishek.
Jonelle: Is that all one name? No last name or no first name?
Singpianliu Singpianliu: Abhishek Singh.
Jonelle : Okay, thank Abhishek for me
Singpianliu Singpianliu: Oh sure I will.
Jonelle : Thanks again, I appreciate you helping me out.
Singpianliu Singpianliu: Welcome, you have a good day Jonelle, take care.
Singpianliu Singpianliu: Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!