‘Adobe literally will not let me cancel my subscription,’ one customer allegedly complained.
Well, maybe not never, but customers who subscribed to San Jose image-editing technology powerhouse Adobe’s software found it very hard, and potentially very costly, to cancel, two U.S. government agencies claim in a newly filed lawsuit.
“For years, Adobe has profited from this hidden fee, misleading consumers about the true costs of a subscription and ambushing them with the fee when they try to cancel, wielding the fee as a powerful retention tool,” the Justice Department claimed. Before Adobe pivoted to monthly and annual subscriptions in 2012, its customers bought software under “perpetual licensing” agreements that let buyers use the products indefinitely, the lawsuit noted. Wadhwani was one of the “chief architects” of the switch to subscriptions, the lawsuit alleged.
“In numerous instances, subscribers who have requested to cancel through Adobe’s customer service believe they have successfully cancelled but continue to be charged,” the lawsuit alleged. “Some of these subscribers do not realize for months that Adobe is continuing to charge them, and only learn about the charges when they review their financial accounts.”
One complaint cited in the lawsuit said, “Adobe literally will not let me cancel my subscription,” and explained that in trying to end their subscription via Adobe’s website they were put through a loop where they had to repeatedly sign in but could never progress to canceling.
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