Complaints

This profile includes complaints for Adobe Systems, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Adobe Systems, Inc.

  345 Park Ave San Jose, CA 95110-2704

• 

  Adobe

  10490 Little Patuxent Pkwy Ste 200 Columbia, MD 21044-4960

• 

  Adobe Systems, Inc.

  10 Barretts Road Hudson, MA 01749-2883

• 

  Adobe Systems Inc

  7930 Jones Branch Dr Fl 5 Mclean, VA 22102-3396

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  Adobe Systems

  2750 Barrett Lakes Blvd NW Kennesaw, GA 30144-4915

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/29/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ADOBE CASE ADB-********-M7K8 On August 28, 2025, I signed up for Adobe Acrobat under the clear understanding that I was enrolling in a free trial. Adobes offer specifically stated that I would be charged nothing at the time of sign-up, and that the first charge of $24.99 would occur on September 5, 2025 should I choose not to cancel before that date.However, my bank records show that Adobe attempted to process a $24.99 charge on August 28, 2025, right when I signed up for the service and the trial period began. The charge did not go through due to insufficient funds, but this attempt was unauthorized, misleading, and appears to violate consumer protection standards.When I contacted Adobe support, I was told this was a pre-authorization. This explanation is inaccurate. By definition, a pre-authorization hold is a temporary hold (often for $1 or another small verification amount) that is not processed as an actual charge. What occurred here was an attempted charge for the full subscription price of $24.99the same amount I was told would not be billed until September 5. This was not a pre-authorization; it was a premature billing attempt.I believe Adobes actions raise concerns under:Federal **************** Act (15 U.S.C. 45), which prohibits unfair or deceptive acts or practices in or affecting commerce. Advertising a free trial with no immediate charges, then attempting to bill before the agreed billing date, is deceptive.Restore Online Shoppers Confidence Act (ROSCA, 15 U.S.C. *********), which requires companies offering free trials to clearly disclose all material terms, obtain express informed consent, and refrain from charging before the disclosed billing date.I am requesting a full investigation into why Adobe attempted to bill me before the free trial began. I also ask Adobe to provide a written explanation for this premature charge attempt and assurances that no further unauthorized billing will occur.

  Business Response

  Date: 09/04/2025

  Hi Team,

  We have taken the feedback as shared by the customer. It has been observed that the charge triggered on the date of purchase is due to a technical issue. We are currently investigating the issue internally. If the customer needs an update then we can share the same with the customer.

  Case# *****************
  (NIKHSHAR)

• Initial Complaint

  Date:08/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an additional subscription going on in the background that I was completely unaware of for over a year. When I went to cancel it, they were going to charge me an extra 60 dollars for "cancelling early". When I finally bit the bullet and cancelled the subscription I called them in an attempt to get a refund. Over the past year I have been charged 390 dollars. They said that they would refund me for the last 3 months meaning only 90 dollars. I would like a total and complete refund.

  Business Response

  Date: 09/04/2025

  Apologies for the poor experience. The customer purchased an ********************** Stock 10 assets/month plan on August 27, 2024. In the second month, he used 8 out of 10 images. Since this is an annual subscription billed monthly (not a pay-per-use plan), cancellations made within the annual term are subject to a cancellation fee, as outlined in the Terms & Conditions. However, once the annual term ended, the customer cancelled his plan, and it happened without any fee.
  
  When the customer reached out to support, the advisor went beyond the standard 14-day refund policy and offered a 3-month refund, which the customer accepted. Additionally, as a gesture of goodwill, we have terminated the Stock plan and processed a refund for 3 more months.
  
  A total refund of $89.97 ($29.99 3 months) has been issued and will be credited back to the payment method registered with Adobe within 57 business days.
  
  Adobe Case: ADB-********-P0V2
  LASHARMA

• Initial Complaint

  Date:08/28/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When attempting to download Adobe's free Reader software - it presents the user with the option to either include or exclude the unrelated software McAfee. Even when someone unchecks this box to not include McAfee in the software installation the McAfee software will still install itself on the user's machine without their consent and expressly against their clearly stated wishes they do not want McAfee. The user then has to uninstall and run McAfee software scrubbing tools to ensure the software they never wanted to begin with is completely removed from their system. This is against the Computer Fraud and Abuse Act and should constitute penalties for any company engaging in these practices.

  Business Response

  Date: 09/03/2025

  Hi Team,

  We will reach out to the customer.

  Case# *****************
  (NIKHSHAR)

• Initial Complaint

  Date:08/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to cancel my subscription, which ends in two days. As soon as I tried to, though, I was charged for next month and was told Id have to pay. The problem is Im not supposed to be charged for another two days, and I want to cancel the current. As soon as I tried to, though, I was charged for next month and told Id have to pay a penalty of $49.99. I want to cancel my current subscription so I dont have to pay the early cancellation fee. I've attached images that show when I was supposed to be charged and when they actually charged me.

  Business Response

  Date: 09/01/2025

  Apologies for the poor experience. We found that the customer enrolled in an annual plan for ********************** Stock 25 assets per month on 10/27/2024, billed monthly. Since this was an annual commitment, an early cancellation fee applied when the customer ended the plan before its term. The customer cancelled online and was charged a fee of $52.49 ($49.99 + $2.50 tax).
  
  As a goodwill gesture, we have refunded both the ****** charge and the cancellation fee. A total credit of $104.98 will be processed to the customers original payment method within ************************* days.
  
  Adobe Case: ADB-********-F3N5
  LASHARMA 

  Customer Answer

  Date: 09/08/2025

   
  Complaint: 23798228
  
  I am rejecting this response because:

  I was fine with the resolution, only when I checked my bank account instead of being credited the money I was instead charged $36.74
  
  Sincerely,
  
  ** ***** III

  Business Response

  Date: 09/09/2025

  Apologies for the poor experience. The customer raised the complaint from a different email, under which there was no subscription. We found that the customer enrolled in an annual plan for ****************************** assets per month under a different email. Hence, we cancelled that plan and issued a total refund of $104.98 ($52.49+$52.49).
  We couldn't find any other account, so we would request the customer to share any alternate email address if he thinks he made the purchase on any other email address on which he is charged $36.74 so that we can locate those charges and assist. Or the customer can share the first 6 and last 4 numbers of the card on which he is billed $36.74, along with the bill date.
  
  Adobe Case: ADB-********-F3N5
  LASHARMA 

  Customer Answer

  Date: 09/13/2025

   
  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.

  I would also like to address the other question they posed, I still haven't been credited the original amount to my card that I used. Also the $36.74 was charged to the same card September 8th. First 6: ****** Last 4: 5114 this is the info they had asked for. 
  
  Sincerely,
  
  ** ***** III

• Initial Complaint

  Date:08/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have not used adobe in at least a year, however I have continued to be charged $21.24 USD every month. When I first realized that I was still being charged despite my attempts to cancel my subscriptions i decided to call a ***resentative to cancel in November of 2024. I was then told by a customer service agent that my only option to stop adobe from charging me was to get a different bank card since they couldn't find any subscription to cancel. I then got a new bank card. I continued to be charged through my bank account (did not matter that I changed the card attached to that bank account). I then became frustrated and gave up for a while since every time I called the customer support line their wait time was too long. I finally got fed up and called again on July 22nd of 2025 to cancel whatever subscription they could find and they assured me that they canceled the subscription. I was still charged. I called again, they said they found an active subscription, cancelled it and would refund me the last three months within 5-7 business days. The refund never came and I was still charged. I called AGAIN (4th attempt) on august 13th 2025 asking why i haven't received my refund, they said I will see the 3-month refund in 5 days. I waited and then proceeded to see a processing charge in my bank account from ********************** on august 24th 2025. I called today to ask what's going on and the customer service *** said that they would cancel my subscription (i was previously told they already cancelled it so now im even more confused) and told me that they will not be giving me ANY refund and if i wanted a refund i would have to call my bank. He then told me that if I get charged again after that then I should call back...... I just want my money back and all my subscriptions with adobe to be cancelled. I NEED to stop being charged.

  Business Response

  Date: 09/03/2025

  Apologies for the poor experience. We will reach out to the customer directly to address her concerns.
  
  Adobe Case# ADB-********-J7N0
  ***** (DIN32578)

• Initial Complaint

  Date:08/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My son signed up for Adobe for 20 a month in 2022. We were unaware. He was not only charged this amount and was not using it but also then they just added two more additional charges that were coming in each month. About 80 total monthly since 2022. We even canceled all our credit cards and some how they were still able to push charges. We called this month 8/2025 and they gave us a refund for 2025 but are giving us the runaround for previous years and we are unable to get resolved. The account is under ***************************** ****** Hegouaburu....Since multiple years this is a LOT of money for US. Thanks!!

  Business Response

  Date: 08/25/2025

  Hi Team,

  We have processed the remaining refund for the previous years as an exception. The customer will receive the credit witihn the next 5-7 business days.

  Refund# USD 562.08

  Case# ADB-41361415-N0Q5
  (NIKHSHAR)

• Initial Complaint

  Date:08/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have canceled my monthly subscription multiple times and continue to be billed. When I tried contacting them I get a no responsive chat feature. They will not let me delete my debit card on the account and now states if I cancel now I will have to pay an additional $49.99

  Business Response

  Date: 08/25/2025

  Apologies for the poor experience. Upon reviewing the customer's account, we have identified the active subscriptions and can confirm that customer's subscription of Acrobat Pro has been cancelled successfully without any early termination fee. Additionally, we have processed the refund of the total charges of $21.89 x 7 = $153.23 and a refund of two months charges $7.65 x 2 = $15.30 of AI Assistant subscription has been processed. The refund amount will be credited to customer's original payment method within ************************* days.
  
  Adobe Case# ADB-********-W9X7
  ***** (DIN32578)

• Initial Complaint

  Date:08/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My card was connected to an account and they took funds off my card that was not authorized by me there saying they cannot refund me because of false charges

  Business Response

  Date: 08/29/2025

  Apologize for the poor experience. We will reach out to the customer directly and addressing her concerns.
   
  Adobe Case# ADB-********-D1B6
  ***** (DIN32578)

• Initial Complaint

  Date:08/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: August 18, 2025 Subject: Complaint Against Adobe ******* for Failure to Comply with Account Deletion Request Dear BBB,I am filing a formal complaint against Adobe (***********.) for refusing to delete my account and personal data despite multiple requests and valid identity verification such as providing my valid government issued driver's license. The account is at: ***************************************************** Account details: Name: ******** ******* Account Email: **************************** (permanently closed) Account URL: ***************************************************** The profile contains my full name, photo, and professional info. I have repeatedly requested account deletion but cannot access the account due to the closed email, despite providing a government-issued ID. ********************** ******* has ignored my requests, causing frustration and concerns over unauthorized use of my personal info and potential harm to my reputation. I am unemployed and facing homelessness since the profile and I believe this profile has to do with it. Adobe is keeping it active for nefarious reasons by placing it under my ****** name search results and trying to defame me. This violates FTC Act, GDPR, and CCPA/CPRA laws. I request the BBB investigate and compel Adobe to delete the profile and all associated data immediately, with written confirmation. If unresolved, I will pursue legal action. Thank you BBB.

  Business Response

  Date: 08/25/2025

  Apologies for the poor experience. The concerned team will directly contact the customer and assist.
  
  ********************** Case: *****************
  LASHARMA 

  Customer Answer

  Date: 08/28/2025

  
  Complaint: 23760854
  
  I am rejecting this response because: The account in question was hidden from public view as of August 2025, but I am formally requesting that the account be permanently closed.

  
  

  The email address associated with the account ****************************** has been closed and I no longer have access to it. To verify my identity and ownership, I submitted a valid government-issued ID to your support team, and I am again requesting that the account be completely deleted from your system.

  
  

  I have been asking for this account to be closed since 2021, and it is unacceptable that this has not yet been resolved.

  
  

  Additionally, I was informed by your agents that the account was supposedly canceled. However, when I attempt to remove the account photos and URL from my ****** name search results, ****** states that the content "is not indexed", which means it cannot be removed through their platform.

  
  

  This raises serious concerns. Preventing account content from being indexed by search engines while keeping it visible under someone's name appears to be a way for platforms to make that information linger online indefinitely. This is harmful and is a form of harassment and defamation.

  
  

  I am asking for:

  
  

  1. The permanent closure and deletion of the account and its content.

  2. All associated photos and personal data to be removed from Behance's servers and systems entirely.

  3. Confirmation in writing that this has been done.

  
  

  I expect Adobe Behance to honor this request without further delay. Thank you.

  
  

  Sincerely,

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

  Business Response

  Date: 09/02/2025

  Apologies for the poor experience. The concerned team will directly contact the customer and assist as her ********************** account deletion request is in process.
  
  Adobe Case: ADB-********-J8X6
  LASHARMA 

  Customer Answer

  Date: 09/05/2025

  
  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

  Date:08/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried a service with adobe this and it included a 7 day free trial for this service. I cancelled this because it wasnt needed nor did I want it and I was still charged for this I never used this outside of the 7 day free trial. They charged me and I blocked the company so bank knows not to let anything by that name to charge me again because clearly I cancelled it, the next month when they tried to charge me again my bank declined it as it should and then they changed the name of there charge to something else and charged me anyway! I DO NOT RECOMMEND THIS SERVICE TO ANYONE! They cant take money out of your account under different names Im sure thats illegal.

  Business Response

  Date: 08/25/2025

  Hi Team,

  Our records indicate that there is no active membership on the account. The customer contacted and got the plan canceled with refund. The customer will not get charge for any services under this account unless purchase another plan.

  Case# ADB-41361061-Q6P3
  (NIKHSHAR)