Adobe Is Under Investigation In The US For Complex Cancellation Procedures
Photo 100052720 © J P | Dreamstime.com
Adobe, a titan in the digital software landscape, finds itself under the magnifying glass of the Federal Trade Commission (FTC) over its subscription cancellation policies.
Since June 2022, Adobe has been in the FTC’s crosshairs, following a subpoena delving into the company’s practices around disclosure and subscription cancellations. Overseeing fair business practices, the FTC wants Adobe’s approach to subscription cancellations to be as user-friendly as its signup process.
More than just a routine check, the probe is part of a broader effort to enforce the Restore Online Shoppers’ Confidence Act, which mandates clear and straightforward online commercial transactions. The Act is designed to protect consumers from being hooked into complicated online subscription models that are easy to enter but difficult to exit.
Adobe’s subscription model for apps like Photoshop isn’t one-size-fits-all, and therein lies the complexity, as AppleInsider points out. The first option, where members pay monthly to retain their usage for an undetermined time, offers flexibility but at a higher cost, albeit with the perk of penalty-free cancellations.
As for full annual subscriptions paid monthly, they’re more economical than the former but come with a catch: cancel, and you’re billed for half the remaining contract.
@Adobe are you really going to charge me €120.94 just to cancel my monthly subscription??? pic.twitter.com/1v7u0cN3kV
— Ika 🇺🇦 (@itsikap) December 12, 2023
And if you’ve paid upfront for the year? There’s no turning back after the first 14 days. For individuals, this can mean shelling out more than US$700 annually.
This is your annual reminder not to pay full price for Adobe’s products. Sail the high seas if you like, but when it comes to a legit subscription, the price can ALWAYS be negotiated if you threaten to cancel. Got mine cut in less than half! pic.twitter.com/b97NIhuFMc
— Jordan Holberg (@eviljordan) December 14, 2023
Some customers have experienced difficulties when trying to cancel through the online chat tool.
As always, @Adobe taking dark cancellation patterns to the next level - not only you can cancel your subscriptions only by talking to support, now the chat will fail three times and keep ignoring you before they let you cancel, too pic.twitter.com/qKDZK2ImBL
— Wojtek Szkutnik (@wojtekszkutnik) December 17, 2023
i tried to cancel my adobe account and the support rep disconnected from the chat pic.twitter.com/hsHhmDKStI
— cowboy bibimpap (@tofuslayer) January 5, 2023
The company, however, stands its ground, asserting that its practices are lawful and currently in dialogue with the FTC. All in all, if found non-compliant, Adobe could face significant financial repercussions, including hefty fines.
[via Fortune, AppleInsider, Bloomberg, cover photo 100052720 © J P | Dreamstime.com]
