4 Replies Latest reply on Aug 29, 2018 2:19 AM by Abambo Branched to a new discussion.

    Won't refund me for a service I forgot to cancel and haven't used at all

    whatifprod

      I don't know if this will be seen so I'm posting it everywhere:

       

      Dear Adobe,

       

      I would like to file a complaint with you in regards to the customer service that I received from you and your team of late. I tried get a refund on a subscription to Adobe Stock, which, I had forgotten to cancel and have not used at all. I have been charged  for your adobe stock during the past five months service, a service that I have not used since the initial sign up trial in June!

       

      I was not sent any confirmation of my trial starting or ending so had no hope of remember to cancel if I had no use for the service (which I didn't). Having now spoken to  your team on chat. I was told that I wouldn't be a refund any of the payments taken from my account!

       

      Your customer service has been catastrophic, despite being in tears over this sneaky procedure and degrading myself to grovel to an advisor for my refund explaining that my financial situation is dire and stressful and cannot afford to be out of pocket £120 for a service I haven't used, and I felt ignored with scripted answers and was just pushed with more and more 'special offers' to keep me paying.

       

      It has completely tarnished my opinion of Adobe as a company, and working in a creative design industry, I feel it's my responsibility to go to as many people as possible and make them aware of this disappointing experience.

        • 1. Re: Won't refund me for a service I forgot to cancel and haven't used at all
          Beverley Gray Adobe Employee

          Hi there

           

          I'm sorry to hear that you had a disappointing experience with our support team.

           

          Let me look into this and see what we can do.

           

          Kind regards

           

          Bev

          1 person found this helpful
          • 2. Re: Won't refund me for a service I forgot to cancel and haven't used at all
            Abambo Adobe Community Professional

            whatifprod  wrote

             

            Your customer service has been catastrophic, ... cannot afford to be out of pocket £120 for a service I haven't used, and I felt ignored with scripted answers and was just pushed with more and more 'special offers' to keep me paying.

             

            It has completely tarnished my opinion of Adobe as a company, and working in a creative design industry, I feel it's my responsibility to go to as many people as possible and make them aware of this disappointing experience.

            I'm sorry for you, but if you have accepted the conditions. I can't see a reason for a catastrophic customer service when you forget to cancel in time. Please find below an excerpt of current (as of today copy pasted here) terms and conditions (I did the bold markings):

            Cancellations can be made any time by visiting your Manage Account page or by contacting Customer Support in your region. If you cancel during the first month billing cycle, your credit card will not be charged and your service will continue until the end of that first month’s billing cycle. If you cancel within 14 days after the beginning of the second month’s billing cycle, you’ll be fully refunded. If you cancel the service after the 14th day after the beginning of the second month’s billing cycle, you’ll be charged 50% of your remaining contract obligation and your service will continue until the end of that month’s billing period. After the first year, your contract will renew automatically on your annual renewal date until you cancel and you will be charged the rate stated at the time of purchase every month for the duration of each annual renewal term subject to the cancellation policies above. We’ll always notify you of your renewal, and any change in renewal rates, beforehand.

            Please note: I'm not an Adobe employee and I do not speak on behalf of Adobe. The opinion I express here is my own responsibility.

            2 people found this helpful
            • 3. Re: Won't refund me for a service I forgot to cancel and haven't used at all
              wnix Level 1

              It's standard practice to send out monthly bills for a service that's charged by the month. I cannot think of any other instance where this is not the case. Be it my Google Music, Hostgator or Patreon subscriptions, I always get monthly bills by email. This shameful policy of Adobe to not send out monthly bills I suspect is catching out a lot of forgetful customers. Dare I say it's probably deliberate?

              1 person found this helpful
              • 4. Re: Won't refund me for a service I forgot to cancel and haven't used at all
                Abambo Adobe Community Professional

                My credit card company does not send monthly bills. And there the amount to pay is different each month.

                 

                You dare! I wouldn't see the mails with all the mails I catch each day...