ComplaintsforAdobe Systems, Inc.

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Initial Complaint
10/04/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have cancelled my subscription to adobe three times and they are continuing to charge me ***** a month. Each time they say ir is cancelled and then charge my account
Customer response
10/11/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
09/25/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Roughly 6 months ago I decided to use the free Adobe trial. After the trial was up, I decided to cancel the service through my online account. Despite the cancellation, I was billed for 3 more months without my knowledge. I decided to call Adobe's customer service line in an attempt to confirm the cancellation once I saw the charges, and was quite frustrated about the extra $59.97 I was billed. The person on the line was very hard to understand, and even after I asked three times directly for my subscription to be cancelled, I was recently billed $19.99 again (with a gap of 3 months). This is also after calling my credit card company, because I did not trust Adobe not to bill me again. When the call center employee asked if I wanted 3 free months of Adobe, I had said no, and there was absolutely no mention of continuing my plan. In addition, I checked after I was billed if my account could even access the apps I was being charged for, because I had already cancelled online and had lost the ability to access the apps on my computer on the day of cancellation. After checking, I still did not have access. So, finally, I decided to go back into my account today to see if I could cancel it again. Instead of being able to cancel, I am now getting a fee of $29.99 for early cancellation of an annual plan. I am beyond frustrated, as I never even agreed to an annual plan in the first place. This is by far the worst experience I've ever had with a company.
Business response
10/01/2024
Apologies for the poor experience. The customer purchased a ******************************************* All Apps EDU subscription under a different email on January 15, 2024. On April 6, 2024, he contacted support to cancel but accepted 3 free months, with billing resuming in July. He was advised to cancel online if he didnt want to continue, and when he cancelled in September, a $29.99 cancellation fee was applied as per the terms.
Additionally, on January 19, 2024, the customer opted for a ***** free trial of Acrobat Pro under a different email and cancelled it on the same day. As a goodwill gesture, we've processed a full refund of $149.93 ($19.99 * 6 + $29.99), including the cancellation fee. The refund will be credited within 5-7 business days to the payment method registered with Adobe within 5-7 business days.

Adobe Case: ADB-********-C0W9
LASHARMA
Customer response
10/02/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
09/25/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 9/18/24 I signed up for a free trial of Adobe.I am a teacher and a student wanted to try a feature for a project. I logged into the account several times afterwards to cancel the free trial but I had no invoices or plans on my account so I assumed I had already canceled it. On 8/26/24 my credit card was charged $26.57.I contacted Adobe at 11 pm 9/16 via chat.The chat abruptly ended before I got a resolution.On 9/17 at 12 pm I contacted customer service via telephone.I explained the situation to the *** who also could not find an open account with the info I was giving him. I then gave him the transaction info from the charge on my card. He was then able to locate my account this way. I asked him to please cancel my account. He told me that unfortunately he would not be able to do that because there would be a termination fee now that my free trail had ended.I was appalled! I was never made aware of any cancelation fee during the free trial. I also said that not only that I had thought my free trial was canceled because when I logged there were no active accounts or invoices.He agreed that finding my account was difficult and he would speak to his boss to see what he could do.When he returned he told me that he could downgrade me to another service so that I wouldnt have to pay the termination fee and that he would take my payment that was already charged as payment for the new service.I wouldnt be charged again and I would get a refund of $6.54 (the difference between the two services).He told me that this service was a year long service and that I could then cancel any time without any cancelation fee.On 9/20, I was charged another fee of $25.40 and also credited $4.25.This is not what was discussed.I also received an email from the chat that abruptly ended offering me a completely different deal saying I had 3 months free of a service and should not have been charged anything.I would just like all services canceled and all money returned to my account $47.72.
Business response
10/03/2024
Apologies for the poor experience. We have checked the account and it shows that all plans under the account were cancelled and the refund for the charges billed have also been refunded. The refunded amount will get credited within 5-7 business days.

Adobe Case : ADB-********-R6M5
(********)

Customer response
10/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
09/23/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I signed up for this service through the app, when I realized that I couldnt perform what I needed through the app. I tried to cancel. Unfortunately, they set up the app in a way that makes it impossible to use your mobile device. It doesnt allow you to move forward to cancel. I have charged twice. I just want to cancel the membership and get my money.
Business response
10/02/2024
Hi Team,
We have canceled both the plans from the system along with refund for the last invoice as goodwill. The refund will be processed within the next 5-7 business days.
Refund# USD 24.98
Case# ADB-36588933-T1L6
(NIKHSHAR)
Customer response
10/04/2024

Complaint: 22317411

I am rejecting this response because:
I have now been charged three times. I want a complete refund for all three charges. If you sign up for a plan on your mobile device, you should be able to cancel it on your mobile. Otherwise, thats fraudulent.
Sincerely,

****** ******
Business response
10/07/2024
Hi Team,
Our records indicate that the customer has used the services during the course of the membership. As an exception we have processed waived the cancellation charges and processed the refund for the last charge as goodwill. We would not be able to provide more refund considering the usage of the services.
Case# ADB-36588933-T1L6
(NIKHSHAR)
Customer response
10/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, I accept the resolution, because they refuse to refund all the charges made to my card. So I have no other choice. When you sign up through an app, you should be able to cancel through the appt. Otherwise, thats fraudulent and deceitful. I will never use adobe again.

Sincerely,

****** ******
Initial Complaint
09/20/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
*Signed up for free trial, canceled free trial when I received the reminder update. The new plan didn't show up on my account, so I thought it had been successfully canceled until the charge for $49.99 showed up on my credit card statement. I reached out and after over an hour of chat they said it actually wasn't canceled and that I was signed up for an annual commitment, but they would give me the next three months for free. I went to verify that they had done so and today it showed another charge for the month of September, so they didn't even apply the free 3 months they offered. I want the two months of charges refunded and this supposed annual commitment canceled.
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased Acrobate XI in 2013. At the time I used it a lot but now I only use it on two annual projects each year. I recently got a new computer and tried to install the program but it said that I had reached my maximum concurrent installs allowed and I needed to deactivate a previous install. I followed the directions and deactivated it on the only computer that I still have it installed but it still will not let me install it on my new computer. Additionally, it now no longer works on my old computer.Talking to customer service, they said my only options was to accept a special offer for a discounted trial period for the subscription model. I do not use the software enough to justify the **************** the software will not work on my old computer. I carefully followed the directions on their website and now have lost access to the software that I paid for.
Business response
09/20/2024
Apologies for the poor experience. We found that the activation count has exceeded its maximum limit. A user can only activate the product on 2 machines; however, the customer has used it on more than 2, so we won't be able to increase the activation count. However, we can offer a discounted price with 6 free months if the customer decides to move to a subscription. The customer can contact ********************** and share the case number, and he can avail the offer.

Adobe Case: ADB-********-Y9C8
LASHARMA
Initial Complaint
09/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contacted Adobe via online to cancel subscription for Adobe lightroom that I was using. I received notification of cancellation, but yet they continued to charge my account. I called ********************** back in August to get reimbursed for the charges and to review why i was billed again. They said i was charged for another service that I signed up for. They cancelled that service and reimbursed my fees. They indicated that all services were cancelled and that I would not be charged anymore. Then on 9/15/24, they charged my account again for a different amount of $65.31. I called to dispute these charges and to ensure they cancelled any services. Initially they indicated that they couldn't refund the funds because the debit card information I provided doesn't match their records, but after urging them to stop charging me, they finally relented. This company's practice of charging clients is unethical and should be fined for bad business practices.
Business response
09/27/2024
Hi Team,
We apologies for the experience received by the customer. Our records indicate that there is no active membership on the email address shared and will be no further charges.
We acknowledge the feedback shared and will share the feedback with the relevant teams.
Case# ADB-36519330-Q9C7
(NIKHSHAR)
Customer response
10/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****
Initial Complaint
09/17/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On September 5th, 2024, I ordered an annually billed plugin from Adobe Excange. I paid, recieved a downloaded file to install the plugin, and used the feature for a full week.On the night of September 12th, The feature was working as it should. I locked my computer at the end of the day, then went home. The next morning, I returned to my office, unlocked the computer. Nothing changed, except for 12 hours had gone by.The feature was gone. The menu it was under was gone.I engaged Adobe support. They were either unwilling, or unable, to assist. The third party vendor of the plug in referred me to adobe. The last Adobe support tech I spoke to wanted me to just buy the plug in again.I spent several hours over the next week on line with adobe support, to no ******** adobe has refused to resolve this issue, I feel that there is no recourse but to open this case with BBB. I have documents, transcripts of chats (that the technicians refused to provide), and the reciept for the plugin. I have proof of a contunually maintained license for the ********************** suite.All I want is to use the product I paid for, Adobe has refused to accommodate.
Business response
09/20/2024
Apologies for the poor experience. We will contact the customer directly and help.

********************** Case : ADB-********-J3V9
(********)
Initial Complaint
09/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
August 16, 2024 I signed up for the free trial and downloaded Adobe. After downloading, my screen was flashing and was no longer working correctly leading me to cancel the trial. I now realize I was charged $24.43 initially.September 15, 2024 I was changed $24.43 again and was upset since I was under the impression this was already canceled. I logged back in and attempted to cancel and was told I would be subject to a $114 early cancellation fee. This was NOT clear and nor was the fact that I would be subject to an initial charge. Because of the issues I had with Adobe, I was unable to use it for even one day.The $114 transaction hasnt hit my account yet but I can provide the documentation for this once it has.
Business response
09/20/2024
Apologies for the inconvenience. We discovered that the customer had never attempted the cancellation in the past due to which she was billed. However, we have cancelled the plan and have raised a refund for the amount of USD ******. The refund will get credited within the next 5-7 business days.

Adobe Case : ADB-********-W3R1
(********)

Customer response
09/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* *******
Initial Complaint
09/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am being charged by Adobe. I have no invoices or plans on my account. I am being charged rogue by Adobe for a canceled trial. **************** stated that I have no invoices or plans so am not being charged. I've provided proof of credit card charges, initial trial confirmation and trial cancellation emails as well as screenshot w/ no invoices.
Business response
09/16/2024
Apologies for the poor experience. We found that the customer purchased the subscription under an incorrect email address with a typo error. When the customer contacted support, the consultant cancelled his subscription with a full refund of $127.44 ($31.86*4) months.

Adobe Case: ADB-********-T6H7
LASHARMA
Customer response
09/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*********************************

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