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 Systems, Inc.

  10 Barretts Road Hudson, MA 01749-2883

• 

  Adobe Systems

  2750 Barrett Lakes Blvd NW Kennesaw, GA 30144-4915

• 

  Adobe Systems

  3585 Jones Ln Gainesville, GA 30507-8818

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  TubeMogul

  1250 53rd St. Suite 1 Emeryville, CA 94608

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:03/13/2025

  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 am filing a complaint against Adobe Systems ******************** / Adobe **** regarding a failed refund of PHP ****** (USD equivalent).Key Issue:Adobe processed a refund on March 2, 2025, to my BDO **** Debit Card (***********, last 4 digits: 0714).BDO confirmed they NEVER received the refund because they do not accept refunds via card number remittance. I also attached my bank statement as Adobe **************** instructed me to ****************************** refuses to provide an *** (Acquirer Reference Number), which is necessary for my bank to trace the funds.Adobe refuses to reprocess the refund via an alternative method ******* or bank transfer).**************** has been unresponsive and unhelpful.Attempts to Resolve:I contacted Adobe multiple times via chat, email, and phone, but they refuse to assist.BDO confirmed in person that there is NO record of the refund.Adobe refuses to escalate the issue or reprocess the refund.Resolution I Am Seeking:Provide the *** so my bank can trace the refund OR Reprocess the refund using ******* direct bank transfer, or another valid method.I request BBBs assistance in holding Adobe accountable for mishandling my refund and failing to provide a ************* regards,****** *** ******************* *************

  Business Response

  Date: 03/18/2025

  Apologies for the poor experience. We will directly contact the customer to help, as the support representatives have already shared the refund receipts and invoices with the customer.
  
  ********************** Case: *****************
  LASHARMA

• Initial Complaint

  Date:03/13/2025

  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 have no active subscriptions with Adobe Systems. They have confirmed this three ways:- phone customer servce - chat customer service (screenshot attached)- on the Adobe customer login (screenshot attached)I have been billed every months since December 2023 in the amount of $22.99. The first month was a trial subscription, which I canceled. Hence the status showing I have no active plans. And yet I have been charged every month, starting January 2024 through the most recent month, on February 24, 2025. When I call or email, they say I have no plans active so they can't cancel anything. This is a frustrating, irrational and almost incomprehensible system--they can't help me because they say I'm not a customer and yet they are taking my money every month. I would like a refund and an explanation. But most importantly, I think someone should know about this practice of Adobe, because from what I can see from message boards and other sites, I'm not the only one who has had this experience with Adobe.******* ** ************

  Business Response

  Date: 03/21/2025

  Hi Team,

  Our records indicate that the membership is canceled and a refund of USD ****** has been processed as well.

  Case# ADB-39155855-P8R4
  (NIKHSHAR)

• Initial Complaint

  Date:03/10/2025

  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.

  My account has been charged monthly by Adobe for the last 22 months. I did not notice until recently and upon researching to see what the charge was for I could not find that my Adobe account should have been charged. I then called the 800 number associated with the charge and was able to speak to a representative who let me know that he found the charge but it was not connected to any account I have with them or any email I have. I let him know these charges were fraudulent and I would like everything to be cancelled and issued a refund. He let me know he would cancel but he could not give me a refund. I let him know that was not acceptable and asked to speak to someone who could help me. He then placed me on hold and came back to tell me he could cancel and give me my money back for the last charge. I told him thank you but I would like to be reimbursed for every fraudulent purchase. I was placed on hold again for him to come back and tell me that he could reimburse me for 6 payments and cancel. I thanked him again and let him know that I needed all fraudulent charges reversed and asked why this is not being done and how long their records showed my card being charged. He let me know 22 charges have occurred and agreed the charges were fraudulent but he could not give me my money back because of policy. I don't understand how the policy states this when he initially told me he could only cancel and I would have to take this up with my bank. I let him know his policy seemed to change on me twice and I did not believe him. He said he would have a supervisor help me but he would have to place me on hold. I requested a call back because I was at work and could not hold for a 3rd time. They were scheduled to call me back at 1:30 and no one has called back. I do not know if this fraudulent charge is even cancelled.

  Business Response

  Date: 03/17/2025

  Apologies for the poor experience. We can see that the customer reached out to support, unaware of the account associated with the fraudulent charges. As per Adobe's process, customers are advised to contact their bank to dispute unauthorized charges for a refund and to prevent future fraudulent transactions. However, our team located the account and assisted with its cancellation, issuing a full refund of $465.26. The refund will be credited to the payment method registered with Adobe within 5-7 business days.
  
  Refund breakdown:
  $16.23 6 months = $97.38
  $21.64 17 months = $367.88
  
  Adobe Case: ADB-********-Z6L5
  LASHARMA

• Initial Complaint

  Date:03/10/2025

  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.

  03/08/2025 I cancelled my adobe acrobat subscription and they want to charge me an early cancellation fee of ****** usd when I was only paying ***** a month for their subscription. On top of that they did not make it clear or visible that there would be a $****** cancellation fee when I initially signed up with adobe, otherwise I would have never signed up to begin with. This seems to be unfair if not illegal practice of getting people to pay for a cancellation fee that greatly exceeds the monthly subscription price.

  Business Response

  Date: 03/19/2025

  Hi Team,

  As part of the policy cancellation charges are applicable; however, it seems like the terms and conditions were not read. As an exception we have waived the cancellation charges and terminated the membership.

  Case# ADB-39122362-R1M0
  (NIKHSHAR)

  Customer Answer

  Date: 03/22/2025

   
  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:03/10/2025

  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 accepted a trial subscription to Adobe Services on 2/1/2021. I canceled the service before the trial ended. Since 2021 until 3/3/25 my bank account has been billed 3 times monthly for services from Adobe. The total amount monthly is $64.92. The total amount paid to Adobe since 2021 is $1709.56. Repeated attempts to cancel and close my account completely with Adobe have failed. **************** representatives argue with me about my being charged 3 times monthly. They state they only see one charge. They do not close the account or stop the recurring charges. The representatives will try to sell me additional Adobe services. Adobe makes it difficult to cancel services or file complaints with the company. My bank is limited in the support they can provide. I have filed a complaint with the ***, TX State Attorney General, and written a letter to my bank requesting help in stopping the recurring charges. BBB's assistance in obtaining a refund of my money along with stopping the recurring monthly bank charges is requested.

  Business Response

  Date: 03/17/2025

  Apologies for the poor experience. We will directly contact the customer to help.
  
  *********************************************
  LASHARMA

• Initial Complaint

  Date:03/06/2025

  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.

  Jan 2024 - 3 individual Adobe accounts cancelled and transferred to Adobe Teams account by ********************** rep. ***** this change, our credit card has been charged the 16th of each month the amount of $21.39 for 14 months for a total of $299.46. I've provided all required information multiple times to multiple CS **** @ Adobe, to no avail. Calls were on 2/26, 2/28, and twice today, 3/6. I've provided all possible email addresses, credit card information, and answered all questions. I'm being told that we should call our bank, but this will not stop the issue from recurring each month.

  Business Response

  Date: 03/21/2025

  Hi Team,

  We have processed the cancellation of the unknown account along with a refund which will be processed within the next 5-7 business days.

  Refund# USD 299.85

  Case# ADB-39155276-B9V9
  (NIKHSHAR)

• Initial Complaint

  Date:03/05/2025

  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 wife signed up for a 7 day free trial of Adobe.She was charged a signup fee of $26.45 on August 8th. She cancelled the service after realizing she was being charged for it, and we were unexpectedly charged an early cancellation fee of $118.06 (08-29-24). We paid that thinking perhaps we made a mistake and missed something in the contract.A few months later we noticed we had still been getting charged $4.99/month, despite our cancellation, for Adobe Assistant, a service we did not know we had and did not (knowingly) use, and then we were charged a $14.97 cancellation fee when we attempted to cancel that, too.I started a chat with Adobe shortly thereafter, and was told the $4.99 charges would be refunded, and the new $14.97 cancellation fee would be waived. That is the resolution I requested.However, this month, ********* credit card bill shows she was refunded the $4.99 charges we requested, but was still charged the $14.97 cancellation fee (see attached image showing refunds and $14.97 fee). I attempted to resolve this through direct contact via Adobe's website tonight, but could not get past the ** chat assistant to a service agent without an account, and I was not willing to attempt to log into Adobe again for fear of getting signed up and then charged for something else I didn't want or use. It's only $14.97, and I'm willing to absorb the huge initial financial trap we got ourselves into, but my concern is that without this intervention, Adobe will continue to charge us at will as they have to this point.I want the $14.97 cancellation fee refunded. We've already paid $144.51 for essentially nothing. I don't need to pay another $14.97 for something I thought I already cancelled once. And, via Adobe Case ADB-********-S4F7, I was already told I would not have to pay that. I want our credit card removed from Adobe's system. I want our Adobe account completely deleted/removed/expunged from the system - as much as possible, anyway.Thank you

  Business Response

  Date: 03/10/2025

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro and AI Assistant for Acrobat on 31 Jul 2024. The customers have a ***** period of 14 days after the trial ends, and the customer can cancel their plan and get their money back. We found that the customer cancelled his Acrobat Pro subscription online with the cancellation fee, but AI Assistant for Acrobat remained active, due to which the customer was getting billed, and when she cancelled online, she was again billed for the cancellation fee. Upon reviewing the case, we found that when the customer contacted support, the consultant refunded $24.95 for five months of AI Assistant for Acrobat charges ($4.99 per month). As a goodwill gesture, we have now also refunded both cancellation fees. A total credit of $133.03 ($118.06 for Acrobat Pro and $14.97 for AI Assistant for Acrobat) will be processed within 5-7 business days to the original payment method.
  
  Adobe Case: ADB-********-P2C5
  LASHARMA 

• Initial Complaint

  Date:03/03/2025

  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 signed up for the free trial and used it once. I went in and canceled it immediately. Then some how for the next 6 months I keep getting charged. Then when I try to cancel it tries to charge me a fee. I want my 6 months of $13.77 back and I want it canceled. This is predatory when people don't cancel but I went in and canceled, no cancelation confirmation and still got charged!

  Business Response

  Date: 03/12/2025

  Hi Team,

  Our records indicate that the membership has been used and it was not canceled earlier, hence, the customer was kept getting charged for the services. The membership now stands as canceled and one refund was also processed. As an exception we have processed a refund of three months which will be credited within the next 5-7 business days.

  Refund# USD 41.31

  Case# ADB-39014143-Z9H3
  (NIKHSHAR)

• Initial Complaint

  Date:03/03/2025

  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 mistakenly signed up for a free trial of Adobe photoshop, which I canceled from ****** Play Shop through my mobile phone. I noticed a new charge of $22.99, and was trying to cancel sinxe i do not use this service. I didnt even use it duing the free trial period. however I am being told that I have to pay $309 to cancel or keep paying $22.99 until November 2025. Like everyone else in this Country I am struggling financially, and trying to cancel all unused subscriptions to help keep food on the table. The fact that this company is not even willing to escalate this and allow me to cancel is just another example of how Big Business does not care about the consumer. I live in **********, and from my understanding CA has the click to cancel law. Nothing in what i was signing up for through the ****** pay app led me to believe that I was signing up for a contract of this sort so I feel extremely misled as a consumer, and I use that term lightly because I dint even use this service.

  Business Response

  Date: 03/11/2025

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Photoshop Express from Android and Photoshop directly from Adobe on 16 Nov 2024. The customers have a ***** period of 14 days after the trial ends, and the customer can cancel their plan and get their money back. The customer cancelled her Photoshop Express; however, Photoshop was never cancelled. We understand that the customer could not cancel Photoshop purchased directly through Adobe within the trial period and never contacted support to cancel. The customer was billed $22.99 for 4 months only. Hence, we have terminated her plan and initiated a refund as a goodwill gesture. The credit of $91.96 will be processed within 5-7 business days using the same payment method.
  
  Adobe Case:ADB-38998367-X9J0
  LASHARMA 

  Customer Answer

  Date: 03/20/2025

   
  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:03/03/2025

  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 for 10 months to cancel my account for a service that I did not use and was unable to do so. I was finally able to cancel my account on Feb 28 and was told I would not be charged again by adobe only to be charged again on the same day fraudulently.

  Business Response

  Date: 03/10/2025

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Photoshop on 24 Mar 2024. The customers have a ***** period of 14 days after the trial ends, and the customer can cancel their plan and get their money back. We found that the customer cancelled his subscription on his bill date, which was 28th Feb, due to which the cancellation happened successfully, but at the same time, the payment from the bank was in process at the backend, which reflected after 24 hours. Hence, we have initiated a refund for the last 3 transactions as a goodwill gesture. The credit of $73.11 ($24.37*3 months) will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-V0R2
  LASHARMA