Adobe Systems, Inc.

I've been a member of Adobe's Creative Cloud Suite from the beginning, right after CSCSwas a collection of design and development applications purchased for one lump sumThey changed their system so users must pay a monthly feeInitially I paid $25/monthThen without notice, it rose to $50/monthI recently discovered, without notice, I was locked into a year contractIt will now cost me $to stop my Adobe Creative Cloud membershipI was not emailed or contacted in any way about this updateI did not verbally agree to the year contract and it's never been disclosed on their website

I purchased Adobe Acrobat standard onlineAfter I paid for it and went to download it I noticed it was a Windows product which will not run on my MacBook ProI do not remember being told at any point that it was a Windows only productI did not download itI eventually got to someone who told me that only Adobe Acrobat Pro will run on a MacI was told the order would be cancelled and I would receive a refund in 5-daysdays later I still have not receive a refund to my credit cardI called to find out what was wrongThe only line where anyone answered was the sales lineThey transferred me to the accounting departmentThey said this had to be handled by another departmentThey transferred me to another lineI was kept on hold for 1/hour before I hung upThis happened three timesI called my bank and told them to refuse paymentI have tried using the free trial of Adobe Acrobat ProI had a question and called to see if I could get customer supportThey said that it would cost 150/per year for customer support once I purchase the productThe product is usefulI would like to buy itBut I will not pay for it twiceI don't see why they feel they need to try to cheat people

Very Deceptive practice , I requested cancel my membership ,a new deal was made .I was given a few extra months ,and under the impression that my membership would end .I have not used it and they automatically renewed my subscription ( informed of fine print )
Now I tried to end my membership again and they would not let me go .they said an early termination fee would be charged ,I said end it .Still my membership continues ..NOW with my education I thought that once any contract is amended and it was not disclosed per conversation that the first contract was null in void ,,meaning they had no right to renew my subscription with out permission

Adobe has been double charging my credit card for over a year and they won't stop nor will they issue a refund. Their customer service people are unhelpful and repeatedly lie.

Adobe did not honor my intention to cancel a trial account, instead trying to charge me. Their customer service representatives did not help in the dispute.

I've loved the Adobe product for years. I subscribed to Adobe Creative Cloud over one year ago. Unfortunately, I called in October of 2014 to let them know I wanted to cancel my membership. I was informed that my commitment was an annual one (although I was uninformed of this when I signed up).

I was then "given" two months free membership for staying with the plan through the end of the year i.e. free January and February of this year.

I contacted Adobe today to cancel my membership and was informed that I would have to pay a $250.00 cancellation fee since the annual membership automatically renews.

Again I was not informed of this.

I told them that they could cancel my membership without a fee or they would hear from my attorney. I was then told that my membership was cancelled without a fee.

I believe that the way this was handled in all instances was meant to keep me "on the hook" and that I was deliberately deceived by Adobe.

I will never buy another Adobe product again as a result of the way that I was treated.

I strongly suggest that you be very careful with these people. They aren't to be trusted.

I've attached the chat exchange that I had with Adobe below. You can make up your own mind once you've read that.

[redacted]

Adobe Chat Conversation Dated 2/22/2015

Hi, we are currently helping other customers in line ahead of you. We'll be with you as soon as possible.

While you wait, you can try our community forums where experts are online 24/7.

You are now chatting with [redacted] Hello! Welcome to Adobe Customer Service.
[redacted] Hi [redacted].
[redacted] Hello
[redacted] I understand that you want to cancel your subscription.
[redacted] that's correct
[redacted] I'll definitely help you with your request.
[redacted] May I please know the reason for the cancellation?
[redacted] I just no longer have a need for the account.
[redacted] Are you still there?
[redacted] Yes.
Your chat transcript will be sent to [redacted]@cox.net at the end of your chat.
[redacted] Sorry for the delay.
[redacted] I was checking your account for the information.
[redacted] Please allow me a minute more.
[redacted] Okay.
[redacted] I checked and see that you have purchased Creative Cloud membership (one-year) on Jan 13, 2013 with order number ADXXXXXXXXX.
[redacted] Okay.
[redacted] I see that you have been credited 2 months of free subscription as you wanted to continue with the subscription for rest of the annual commitment.
[redacted] Can we get to the part where you tell me that my account has been canceled as requested?
[redacted] Sure.
[redacted] Thanks.
[redacted] One moment please.
[redacted] Thank you for your patience.
[redacted] An annual subscription requires a commitment for the full year and monthly payments. If you decide to end a one-year membership before the 12-month period is over, you are charged 50% of the remaining amount left on your contract which amounts $250.
[redacted] I've already fulfilled my 12 month commitment. There is no cancellation fee.
[redacted] Yes but since the subscription was auto renewal subscription the subscription was renewed on Jan 13, 2015.
[redacted] That isn't what I was told when I was given two months free. This was not what I signed up for and I'll be reporting this to the Revdex.com as well as contacting my attorney.
[redacted] I was told that I could call and cancel anytime after my initial twelve months were up without a cancellation fee.
[redacted] You can either cancel my membership without a fee or you'll be hearing from my attorney.
[redacted] I'm sorry that if that was not informed to you.
[redacted] I know, this experience can be disappointing and I apologize for putting you in a situation like this.
[redacted] Please stay online while I check and see if I can waive off the cancellation fee.
[redacted] Then don't put me into this situation. Cancel my membership like I requested and you'll never hear from me again.
[redacted] Thank you for your patience.
[redacted] I checked and see that I can waive off the cancellation fee as an exception for you only.
[redacted] Please stay online while I cancel the subscription and confirm you with that.
[redacted] Okay.
[redacted] Thank you for your patience.
[redacted] I've successfully canceled the subscription without cancellation fee and however, you can use the subscription till Mar 13, 2015.
[redacted] Thank you.
[redacted] You are welcome.
[redacted] Is there anything else I can help you with?
[redacted] No I'm good. Thanks.
[redacted] You're most welcome. It is great pleasure to assist you.
[redacted] Thank you for contacting Adobe. We are available 7 days a week, 24 hours a day. Goodbye!
This chat session has ended.
Thank you for contacting Adobe.

I signed up for the ""month to month plan"" and they expect me to pay for another month before they will cancel my plan. This is like asking someone to pay rent when they are not living in the house, simply put this a big scam on adobes part and and I hope anyone reading this remembers to cancel their plan before stopping the recurring payments and thinks twice before giving their money to them.

I've been using Adobe products for well over 15 years. Back in April I had to purchase a subscription to 3 of their programs for a job. I cancelled each within the 14 days when you can get a full refund. One went through. The other two, however, did not. It has cost me approximately $400 (of which I do not have) and Adobe has refused to cancel these products or give me a refund. All they keep telling me is that they can give me a month free. I've been dealing with this since April. Not only that but they charged both my credit card and bank account somehow. I'm not sure how they even got my bank account information.

This company is horrible to deal with.

The service adobe provides is great, the customer service is horrible. I was charged twice, demanded a refund and when the refund was processed I lost access to my creative cloud plan.

The business has very deceptive practices with their month-to-month plans. My personal experience was with the Adobe Stock product. I signed up to try it. Several months later in March, I attempted to cancel because I wasn't using it. At that time, I was told I'd have to pay out the remainder of the year through November. Very frustrated and angry, I took the 'free' 2 months and then paid out through the remainder of my contract. In November, I attempted to cancel again. I got a notification that I would be charged 50% of my new annual 'contract'... I never opted into a new contract and received no notification of renewal. Customer service tried to tell me I could not cancel and was very rude. Only after threatening to pursue legal action was I granted a cancellation. Essentially, I paid for the service for an entire year, even when I didn't need or want it. Even after that, Adobe's intent was to coerce me I was contractually obligated to continue paying for a service I clearly expressed I did not use. These practices are beneath Adobe and frankly, I may never use their services again. It's sad - I think they make great software.

On Saturday 3/26, I purchased Photoshop Elements 14 from the Adobe site. Presented with the page containing the download link, I noticed that I had mistakenly bought the Windows version (which is selected by default on the order form). Adobe's online customer support told me that there was no way to cancel or revise the order, so I decided to place another order for the Mac version. This time I was not presented with a download link. Also, I did not receive an email confirming either of these purchases and providing an activation code.

I again contacted an online customer support representative, who explained that apparently there was "an issue" with my check card and that it would be 24 to 48 hours until I received my activation code. After repeatedly requesting, and being denied, to speak to a supervisor, I decided to wait for the "problem" to be resolved and to receive the code. After 48 hours I had heard nothing; debits for both purchases, however, had been posted to my bank account.

On Tuesday evening, 72 hours after my original purchase, I again contacted Adobe. (No one on the phone will help; they always point you to online chat, which can only be found by diving deeply into support for Acrobat Reader!) The agent found my records and confirmed that a refund procedure had begun for the Windows software. He noted that my purchase of the Mac software was still held up, but that my case had been transferred to "a higher level, and the relevant team is working on it." I pointed out (a bit testily) that the money had already been paid by my bank. The agent then reported that my card had now been authorized, and I would be receiving my serial number "within 24 to 48 hours." I protested, asking to speak to a supervisor, but again was denied. The agent said that a response would surely be coming within "a few hours," because my case had been "escalated with priority."

This morning (Wednesday), having received no response, I called my bank and requested that both Adobe debits be refused.

I have the transcripts of both conversations with customer service.

One of my employees converted my account into a team account and agreed to a one year commitment without my knowledge. Now my card is being charged $144.96 and the customer service in India is terrible. They told me to contact my bank if I want to cancel my account since I will be charged an early termination fee. Well I was never made aware that there was an early termination fee since my ex employee signed up. Shame on you Adobe