1 Reply Latest reply on Dec 8, 2016 7:55 PM by John Waller

    Warning: Adobe Systems is committing theft ad FRAUD. [Complaint about auto-renewal]

    joshuav92224164

      I signed up for a "one year" plan to Adobe Systems Photoshop, online based photography editing software. The payment for the one year plan was to be made monthly for 12 months ("one year") and charged to the credit card that I had on file. During this time, I received many emails from Adobe for various products and services. I saved all of them. After the 12 months of service, my credit card was automatically charged again on the 13th month as this was the start of the second year of the Photoshop subscription. At no point was I ever notified that my subscription for the first year was about to expire. At no point was I notified if I wanted to renew for a second year. At no point did I agree to subscribe to a second year of service. My plan did in fact state "one year". I reviewed the terms and conditions and there was nothing stating that unless notified, your subscription will automatically renew for a second year. When I logged into my online account with Adobe, I tried cancelling my subscription for the second year and was charged $50 to cancel my service early. This is extremely misleading, is considered false advertising, is considered theft and is fraudulent in nature. I called their support number to explain the situation and attempted to cancel my subscription without suffering the $50 cancellation fee and was told that they could not waive the fee. Under the terms and conditions, civil cases are to be processed through arbitration and I am definitely considering going through the process.

        • 1. Re: Warning: Adobe Systems is committing theft ad FRAUD.
          John Waller Adobe Community Professional & MVP

          I reviewed the terms and conditions and there was nothing stating that unless notified, your subscription will automatically renew for a second year.

          Which terms and conditions did you read?

           

          Adobe - Subscription Terms

           

          CREATIVE CLOUD FOR INDIVIDUALS

           

          Annual contract, paid monthly

          Service begins as soon as your initial payment is processed. You’ll be charged the rate stated at the time of purchase, plus applicable taxes (such as value added tax when the stated rate doesn’t include VAT), every month for the duration of your annual contract. If the applicable VAT rate (or other included tax or duty) changes during your one-year term, the tax-inclusive price will adjust accordingly. Your contract will renew automatically, on your annual renewal date, until you cancel. Renewal rates are subject to change, but we’ll always notify you beforehand. If you cancel within 14 days of your order, you’ll be fully refunded. Should you cancel after 14 days, you’ll be charged 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period. Cancellations can be made any time by visiting your Manage Account page or by contacting Customer Support.

           

          I do agree though that Adobe need to be much more transparent about this auto-renewal process. As it stands, the system creates lots of unnecessary confusion and angst. Other companies do a much better job of transparency via reminders so that customers are fully aware that auto-renewal is imminent.

           

          Have you had a chance to read through this thread?

          How auto-renewal works