ComplaintsforAdobe Systems, Inc.
Computer Services
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/17/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was billed for a free trial. I clicked link for a free trial and then immediately got billed. Under email address ******************Business response
05/25/2024
Apologies for the poor experience. It's evident that the customer opted for the monthly plan instead of the free trial, resulting in immediate billing. After canceling the subscription online, per our policy, if cancellation occurs within 14 days, the system automatically initiates a refund. Additionally, we've escalated the refund request to the relevant team to ensure resolution, particularly if the customer hasn't received the refund from ******* Please note, we lack access to verify billing or refund statuses for purchases made through third-party apps.
Adobe Case: ADB-********-R1B5
LASHARMACustomer response
05/28/2024
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
05/13/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I cancelled this Adobe account in May of 2023 and as understood it my credit card was removed. I have not used this account since May of ***** May 6, 2024, Adobe reinstated the monthly fee and charged my **** ending 9764. I closed the account May 2023. I tried to contact Adobe but they make it difficult. I want my **** credit card they have on file ending 9764 removed from their access, a refund for $25.96 and a confirmation this account is closed.Business response
05/23/2024
Apologies for the poor experience. We can see the customer cancelled **************** in 2023; however, Adobe Acrobat Export PDF was cancelled on 05/09/2024, and the bill date was on 05/03/2024, due to which the customer was billed. However, we have issued a refund of $25.96. This amount will be credited within 5-7 business days to the payment method registered with Adobe.
Adobe Case: ADB-********-J1N3
LASHARMACustomer response
05/23/2024
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
05/08/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Good day. The Adobe Acrobat application was temporarily requested for trial purposes around April 1, 2024. The website indicated that there was a 7-or-10 day trial period. Within or by the end of the trial period an attempt was made to cancel the service, it appeared to have been processed online, but later it was found that the trial subscription had not been cancelled by Adobe and billing messages had been received. Additionally, when the trial service had been requested using my personal e-mail. Within days thereafter, all of a sudden messages were received from Adobe at an employer e-mail address which "had not be authorized for neither billing, contact, or any correspondence". Given that the unauthorized e-mails for either billing or other correspondence had been received from Adobe System, the e-mails were blocked. After the initial cancellation attempt made during the trial period had been made, multiple attempts were made after the trial period to cancel the trial subscription as well. However, the "Manage Your Plan" option would not allow for cancellation. During the week of April 29, 2024, contact was made with the financial institution that had reported that Adobe had made more than 20 plus attempts to bill the credit card for the amount of $19.99 respectively after the service cancellation requests had been made. The financial institution reported that such charges were questioned but to date it appeared that two had cleared. They were informed that such charges would be disputed given the previous initial request and subsequent requests for service cancellation. Notification has been received regarding a May 11, 2024 billing which would be disputed as well given the cancellation requests.Your assistance with resolving these matters would be appreciated. Thank you.Business response
05/17/2024
Hi Team,
We have canceled the membership with immediate effect and without the cancellation charges. The customer was charged for one month only, hence, a refund has been processed which will be processed within the next 5-7 business days.
Refund# USD 19.99
Case# ADB-34575632-F4K8
(NIKHSHAR)Initial Complaint
05/08/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
all the transactions that were not approved by me happened in order feb 5th 2024 mar 5th 2024 apr 5th 2024 may 5th 2024 and they will not let me cancel my payments till i pay them and so in total i have payed ***** assuming i cancel right now they have not helped at all because even if i were to contact them they would not change the cancel thing just so one person can because they will not change it for just one person.Business response
05/17/2024
Hi Team,
We have canceled the membership with immediate effect and processed the refund of last four months which will be processed within 5-7 business days.
Refund# USD 147.6
Case# ADB-34575225-N2L1
(NIKHSHAR)Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had an Adobe service plan and did not wish to renew it this year. I cancelled the service before the due date, I received a cancellation confirmation and stopped the automatic payment in Paypal, but the payment went through anyway. I tried using the support chat on the Adobe website but was told if I don't have an active plan, I cannot get support (I had cancelled the plan...) I reached out to Adobe by replying to their email cancellation confirmation, but the email bounced. I requested a charge overturn with ******, but the case was denied saying the transaction was done correctly. For reference, the email attached to the Adobe account is *************************************Business response
05/17/2024
Hi Team,
Our records indicate that a refund is already processed to the account and there would be no further charges as there is no active plan on the account.
Refund# CAD 537.95
Case# ADB-34574969-N3S9
(NIKHSHAR)Customer response
05/21/2024
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
05/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I was charged fraudulently for a product, monthly in the amount of $29.37, since November 2021. I have contacted Adobe and was told that they understand the charges are fraudulent but they are only authorized to refund to January of 2023. My credit card statement only reflects 9 refund payments. I called Adobe to enquire abut the refunds I was told I was to receive and was informed that I am only going to receive 12 payment refunds. I have only received 9 and was told it is not there issue, to take up with my bank. At the end of the day, they should be repaying me for 30 months fraudulent charges totalling $881.11 I was told they will not be refunding any further because I could not provide them with information about the subscription they charged me for. Well...can't find information about a subscription I did not have or authorize payment for.Business response
05/08/2024
Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 10/28/2021 under his email. The customers have a grace ****** of 14 days after the trial ends, during which they can cancel their plan and get their money back. However, we can see that the customer neither cancelled online nor ever contacted Adobe to cancel. However, when the customer contacted support, they explained the plan's Terms and conditions (********************************************************************) and, as a one-time exception, cancelled it with a 12 months refund which is already credited to the payment method registered with Adobe.
Adobe Case: ADB-********-Y8V0
LASHARMACustomer response
05/09/2024
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
05/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I tried a free trial of Adobe Stock a few months ago but had no idea it was billing to my card every month. I have not used Adobe Stock and feel scammed as I never received any confirmation email or text unlike all other Adobe plans I have. I had no idea that for 3 months I was being billed an exorbitant amount for Adobe Stock which I have NEVER used. I am a long-time Adobe customer and this greatly upsets me because previously I have valued Adobe's transparency and customer support, butBusiness response
05/10/2024
Hi Team,
Our records indicate that the membership is canceled with refund and there will be no further charges for Stock subscription.
Refund# USD 169.58
Case#ADB-34472871-V6L0
(NIKHSHAR)Initial Complaint
05/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 18, 2024, I was charged $21.19 twice for something I did not authorize. I have no receipts for these transactions, solely the charge to my card. I claimed these transactions as fraudulent with my bank and followed up with Adobe via the phone number listed within the transaction on April 23, 2024. I gave the first 6 digits and the last four digits of my card number and my name to the representative. They found both transactions and confirmed that the transactions were fraudulent as the email address used "seemed fraudulent." I was then transferred to the ************************ where I was told that I would receive an email within 24 hours detailing the notes of the call. Upon receiving no email, I called back on April 29, 2024 where two representatives were not able to locate the transactions at all (the representative gave me the following reference number for this call: ADB34301624B2H5).Business response
05/07/2024
Apologies for the poor experience. We can see the customer contacted support, who found the account and cancelled it with a refund of $21.19. We have also processed another refund of $21.99, which was found under another email.
Adobe Case: ADB-********-G2B4
LASHARMAInitial Complaint
04/29/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Adobe has been charging me $21.64 for the past 24 months for Adobe Acrobat, which I have never agreed to purchasing. I was not even aware that I had an account with any level of subscription status attached to it. I had only used Adobe Acrobat to sign a contract that was sent to me by another Adobe user. I reached out for support, but was told that they would not refund any of the 24 fraudulently charged payments, nor cancel my existing subscription (that I never wanted). They owe me at least $504 in wrongfully made charges!When I tried to escalate this with Adobe, my first customer support agent promised me assistance, and then disconnected the conversation with me - despite being polite, cordial, and appreciative of their help. The following two agents I spoke with disconnected our chats, too. Incredibly troubling business model.Business response
05/06/2024
Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 07/20/2022. The customers have a grace ****** of 14 days after the trial ends, during which they can cancel their plan and get their money back. However, we can see that the customer neither cancelled online nor ever contacted Adobe in the past 2 years to cancel. However, when the customer contacted support, they explained his plan's Terms and conditions (********************************************************************) and, as a one-time exception, cancelled it with a 3-month refund. As a goodwill gesture, we are also processing the refund for 9 more months. The customer will get the total ******** refund of $248.86 ($21.64*10 months =$216.40 + $16.23*2 months = $32.46) credited within 5-7 business days to the payment method registered with Adobe.
Adobe Case: ADB-********-K9H5
LASHARMAInitial Complaint
04/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Adobe acrobat Pro 17. I was transferring the license from an old computer to the new one. I called for assistance and they told me to deactivate the old one and then I could activate it on the new computer. It turns out that I cannot activate it on the new computer because they retired the product and closed the servers. So now I am without the program anymore. They did not offer to solve the problem, only to give me a discount for three months. Your Adobe Case ADB-********-F4X3Business response
05/10/2024
Hi Team,
We will reach out to the customer.
Case# *****************
(NIKHSHAR)Customer response
05/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint . These people have promised this before and have not done it. I have written them back directly and asked them to send in writing their commitment to contact me along with a date and time and a phone number. This is happened before.
Sincerely,
*************************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
798 total complaints in the last 3 years.
328 complaints closed in the last 12 months.