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 Canada

  343 Preston Street Ottawa, ON K1S 1N4

• 

  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:12/16/2024

  Type:Order 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 initially signed up for Adobe After Effects intending to use the free trial. After the trial ended, I decided to extend my usage for an additional month or two. I was under the impression that I could cancel the subscription afterward without penalty.When I attempted to cancel, I was unexpectedly prompted with cancellation fees totaling over $200 (each fee being $114). These fees were not clearly disclosed when I signed up, nor was it apparent that I was entering into a long-term contract with early termination penalties. Had this information been readily visible or transparent, I would not have proceeded.This experience feels like a deceptive gotcha tactic. I believe the lack of clear disclosure is unfair, and I request that Adobe waive these cancellation fees or provide a refund.

  Business Response

  Date: 12/20/2024

  Apologies for the poor experience. We have checked the account and see that the cancellation fee was billed upon cancelling the plans. However, we have raised the refund for the billed cancellation fee for both the plans. The refund will be credited within 5-7 business days.
  
  Adobe Case : ADB-********-D8R8
  (********)

• Initial Complaint

  Date:12/16/2024

  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 signed up for a free trial to use adobe acrobat July 27, 2024. The free trial ended Aug 3, 2024, I did not use the service after the trial period because I found out that I had no need for the product after trying it. I was charged monthly starting Sep 5, 2024 at $20.93. The last automatice payment was Dec 5, 2024. I have paid a total of $83.72 for a product I do not use or have any use for. I called to cancel today and they threatened to charge me $73 cancellation fee or extend my subscription for free for the next 3 months. They want me to call back and try to cancel at 10 months, hoping that I overlook the cancellation time frame to keep collecting automatic payments.I believe that this is a scam and has probably affected alot of people. This company is betting that people will overlook cancellation to collect auto payments and puts a cancellation fee to cancel so they collect money no matter what.

  Business Response

  Date: 12/22/2024

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 28 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. Adobe has also notified the customer to cancel before the trial ends via email stating," After the free trial ends on August 3, 2024, you will be charged US$19.99 (plus tax) monthly. At the end of your one-year term, your subscription will automatically renew monthly until you cancel (price subject to change). Cancel before your free trial ends and you wont be charged. No annual commitment required after the first year. Cancel anytime via Adobe Account or Customer Support. However, the customer never cancelled during the trial period. These subscriptions are not based on pay-per-usage, due to which, after the trial, the monthly billing started, and as per the T&C ( ******************************************************************** ), if the plan is cancelled within the commitment period there is a fee. However, as a gesture of goodwill, we have cancelled his plan without any fee and initiated a full refund. The credit of $104.65 ($20.93*5 months) will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-K2M3
  LASHARMA 

• Initial Complaint

  Date:12/12/2024

  Type:Product 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 do not have an Adobe account. I never had an Adobe account.EVERY DAY at 8:15am, I get an automated email with a "verification code" that I did not ask for.I have contacted the company and they assured me that it is not happening, even though I sent them the emails.All I want is for them to stop sending the emails and delete me from whatever mailing lists they have.

  Business Response

  Date: 12/17/2024

  Apologies for the poor experience. We have confirmed that your email has been flagged as opted-out of marketing emails. Please allow up to ten (10) business days for it to take effect. If you receive another marketing email after, please forward a copy of the email to us so that we may escalate as necessary.
  
  Adobe Case: ADB-********-D7N5
  LASHARMA

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22679347
  
  I am rejecting this response because: your response about removing me from marketing emails is inadequate. This has nothing to do with marketing emails. I continue to get (every day at 8:15am sharp) an automated email with my "verification code."  I never asked for a verification code. I do not have an account with you. I have never, to the best of my knowledge, ever had an account with **********************. I did not ask for an account with you.

  To be clear, this is NOT about unsolicited marketing emails. This is about your auto-mailer sending incessant spam to my email address.

  On three separate occasions, I have been assured that the situation has been resolved, or it will be resolved in 48 hours, yet it persists for months.  If you are a tech company, perhaps you have some tech employees. Please have one of them find my email address and purge it from your systems. Please completely remove my email from your automated process, machine, or whatever it is that keeps sending me emails. Pretend my email is a virus, or do whatever you have to do. Just stop the emails.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 12/20/2024

  Apologies for the poor experience. Your account deletion request is already being processed, and it may take some time to complete. I understand that you are continuously receiving emails, and I want to assure you that I am in contact with the relevant team to expedite the process as a priority. In the meantime, I recommend blocking or marking as spam any emails from Adobe that you do not wish to receive. This will help manage your inbox while the team works on your account deletion and stops the verification emails from being sent.
  
  Adobe Case: ADB-********-D7N5
  LASHARMA

  Customer Answer

  Date: 01/09/2025

   
  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:12/11/2024

  Type:Product 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.

  On November 21, 2024, I signed up for the Adobe Stock 14-day free trial to see if it was worth requesting that the company I work for purchase a subscription. In order to assure I terminated my trial in the allotted time I asked my ****** phone to remind me to do so in 14 days. Over the next two weeks I perused the available content as time permitted, but only downloaded two images as examples to provide my employer. On December 5th my phone alerted me that my 14 days were at an end, so I went online to cancel the trial, only to discover that I was going to be charged $174.02 as an early cancellation fee. When I inquired as to why I was informed it had been 15 days since I began the trial, and I was now obligated to pay the cancellation fee. When I questioned the assertion, my session was promptly terminated. The following day a charge appeared on my credit card in the amount of $174.02 which I have since disputed. Any assistance you can provide with this matter would be greatly appreciated.

  Business Response

  Date: 12/23/2024

  Hi Team,

  We have processed the cancellation charges which will be credited within the next 5-7 business days.

  Refund# USD 174.02

  Case# ADB-37810627-S0G6
  (NIKHSHAR)

  Customer Answer

  Date: 12/31/2024

   
  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

  Date:12/10/2024

  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.

  I am having an issue with Adobe canceling their services for which they continue to debit my account for an annual subscription. I called them at the beginning of this year requesting a cancellation of any existing accounts. I was just charged an amount of $47.88 on 11/20/24 yet again.They state this is for a previous subscription under a different email account and state they cannot cancel unless I tell them the previous email address. This may have been from several years ago and I do not remember the previous email addresses I may have used. I ask them to provide a date that this so called previous account was set up to try and recall if it was an old work email etc.Was told I needed to give them the prior email address in order to confirm that date. Who cares what email address it was under. I have not used Adobe in years and I do not want their services no matter what email address it is under. I find their practices as borderline fraud. My calling them to tell them I do not wish to renew an annual subscription should be a done deal. I am retired for the last 7 years and now battling breast cancer and do not need this added stress and upset not to mention I need every ***** for my medical treatment. This whole situation is ridiculous

  Business Response

  Date: 12/17/2024

  Apologies for the poor experience. We have checked the account; it shows that the plan was subscribed under L****b********7@********* and was never cancelled in the past. However, the plan was cancelled as per the customer's request, and a refund of USD ***** was also raised with the cancellation.
  
  Adobe Case : ADB-********-V5L2
  (********)
  
  

  Customer Answer

  Date: 12/19/2024

   
  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

  Date:12/09/2024

  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.

  Signed up for a free trial of Adobe Acrobat Pro. When I went to cancel before the free trial ended, Adobe said that I could extend my trial without any penalty for another few months. There was no indication that I would be charged for the extension. When I went to cancel before the "extension" ended, I was charged a fee of $97.16 on 12/8/2024 for "cancelling early" for the annual plan billed at $19.99 a month. I never signed up for the annual plan. Adobe did not make it clear that by extending my trial instead of cancelling the original free trial that I would be signing up for an annual plan that would result in any early cancellation fees if I cancelled before the extension was over. Extremely deceptive practices and hidden pricing.

  Business Response

  Date: 12/16/2024

  Apologies for the poor experience. We found that the customer subscribed to a ***** trial for Acrobat Pro DC on 24 Sep 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 understand that the customer could not cancel within the trial period, as he chose to continue the subscription with a two free month offer, which he got when he attempted to cancel online due to which his free trial converted into an annual plan and later when he cancelled his annual plan online within the annual term the system processed the cancellation with the cancellation fee. However, we have terminated his plan and initiated a refund as a goodwill gesture. The credit of $118.75 ($21.59 + $97.16) will be processed within 5-7 business days using the same payment method.
  
  Adobe Case: ADB-********-P7J5
  LASHARMA

• Initial Complaint

  Date:12/09/2024

  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 canceled my plan with Adobe but found a new subscription charge on my bank statement on December 5, 2024.

  Business Response

  Date: 12/23/2024

  Hi Team,

  Our records indicate that there was another membership on a different email address which is now canceled and a refund has also been processed.

  Case# ADB-37810791-T2P8
  (NIKHSHAR)

• Initial Complaint

  Date:12/06/2024

  Type:Order 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.

  Signed up for a monthly subscription in Sept of 2024 and it was supposed to be a monthly subscription. I went to cancel it tonight and they want to charge me $89.96 to cancel. It was saying I had a annual plan. Annual plans are yearly. I would never buy an annual plan. They need to clarify it is a CONTRACT not a subscription.

  Business Response

  Date: 12/12/2024

  Apologies for the poor experience. We observed that the plan was subscribed to under a 7-day trial, after which the account fell under an annual paid monthly billing plan due which the cancellation fee showed upon attempt to cancel. However, we have cancelled the plan with a refund of the last charge billed and waived the cancellation fee. The refund of USD ***** will be credited within 5-7 business days.
  
  Adobe Case : ADB-********-T1Z4
  (********)
  
  

  Customer Answer

  Date: 12/17/2024

   
  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,
  
  ******* *******

• Initial Complaint

  Date:12/05/2024

  Type:Customer Service 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 the Adobe Acrobat Pack. I've had Adobe for a couple years. I have two credit cards listed that I need to remove because those accounts are closed. The system doesn't permit you to remove cards, only add them. When you try to speak to a person, you have to go through the ** chat. When I tell it I need to remove cards, it tells me how to add cards instead of sending me to a human. The ** is stuck in some loop where it wants to resolve the problem and won't let me speak to a human. There are no phone numbers listed for customer service. Every time ********************** hits those cancelled cards, I get hit with a fee. I can't image what they are doing is legal as you should have a means to remove old cards. Please help me get to a human who can get rid of those cards.

  Business Response

  Date: 12/13/2024

  Hi Team,

  We have removed all the secondary payment instruments from the system. Now there is only one card linked with the account which ends with 9473.

  Case# ADB-37680677-R6S3
  (NIKHSHAR)

• Initial Complaint

  Date:12/05/2024

  Type:Product 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.

  Subject: Formal Complaint and Request for Refund Due to Billing Discrepancies Dear Adobe Customer Support,I am writing to address significant billing discrepancies and request an immediate refund of $425.04 for overcharges and duplicate charges on my Adobe subscription, which was supposed to reflect the advertised student rate of $19.99/month.Disputed transactions include:$49.98 and $29.99 on 9/28/24 $19.99 on 9/22/24 $29.99 on multiple dates (8/28/24, 7/28/24, 6/28/24, etc.)These errors reflect billing at the non-student rate, duplicate charges, and an overcharged total. Despite my attempts to resolve this with Adobe and ******, my concerns remain unaddressed.I also wish to highlight that Adobe is under scrutiny by the ************************ (FTC) for deceptive billing practices, including hidden fees, obstructive cancellation processes, and steering consumers to higher-cost plans. My experience aligns with these findings and underscores systemic ********* resolve this matter, I request:A full refund of $425.04.Immediate correction of my account to reflect the $19.99/month student rate.Clear communication regarding subscription policies.If unresolved, I will escalate this matter to the *** and other consumer protection bodies. Please confirm receipt of this letter and provide an update at your earliest convenience.

  Business Response

  Date: 12/10/2024

  Apologies for the poor experience. Upon investigation, we found that the customer purchased multiple subscriptions under 2 separate emails and under one email where the customer was paying $19.99 for ******************************************* All apps he cancelled that annual subscription online within his annual term due to which as per the T&C the system processed the cancellation fee of $49.98 on 28 September 2024.
  The customer also has a monthly subscription for Behance Pro under the same email address for which he paid $14.99 for 3 months which was cancelled.
  He also had an Acrobat PDF Pack, which was also cancelled with the pro-rated refund of $20.61 on 22 March 2024.
  We also found that the customer tried to cancel ******************************************* All apps online but accepted 2 free months offer due to which he was not billed in July and August and on 20 September 2024 he was only billed a pro-rated amount of $1.33 and on his bill date which was 22 September 2024 for his regular price of $19.99.
  Additionally, the customer had a ******************************************* All Apps subscription under a different email address. This subscription was initially billed at the first-year discounted rate of $19.99 and transitioned to the second-year rate of $29.99. Payments of $29.99 were made on the 28th of each month, with the most recent payment on September 28, 2024.
  As per Adobe, if the customer has purchased two similar subscriptions under different emails, then they are not duplicates, as both subscriptions under different email addresses can be used by different users at the same time. However, as a gesture of goodwill, we have processed the full refund for all the charges on the account from which the customer raised the complaint, which was created on 22 March 2024. The refund of $342.51 ( $19.99*5 months + $1.33 + $49.98 cancellation fee).  The refund will be credited within 5-7 business days to the payment method registered with Adobe.
  Behance Pro was a monthly subscription and was purchased by the customer; hence, there will be no refund as it was cancelled by the customer once the usage was over in 3 months.
  If the customer is still a student, he can either purchase an Edu plan of Creative Cloud All apps online or by contacting support.
  The customer gets a discounted price$19.99 for the first year and $29.99 for the second yearwhich is again a discounted price compared to the standard price. All these details and the Terms and Conditions are already mentioned on our website.
  
  Adobe Case: ADB-********-T6C5
  LASHARMA

  Customer Answer

  Date: 12/11/2024

   
  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. I will wait for the refund to post and if it is not received withing 5-7 days, will reopen this case.
  
  Sincerely,
  
  ***** *****