TERRIBLE SERVICE AFTER YEARS OF BEING A LOYAL CUSTOMER

This is the second time I've had issues with Adobe. Once with a previous plan for all the apps and most recently I signed up for a 1 year photography plan which should have expired in July 1st 2022. I received an email on 01 June 2022 stating that after the first year of the subscription there is NO ANNUAL COMMITMENT (Meaning I'm not forced to commit to another year). It also stated that my subscription would be renewed monthly. I then went onto my account and tried to cancel my plan where adobe then tried to charge me USD$126 for the remaining months of my "subscription". I then proceeded to seek help on their chatbot system where I was transfered from one agent to another. They didn't believe me that I received an email stating the above-mentioned information and I had to then forward the email I received. Then they responded by saying they don't know why I would have received such strange information from them and then recommended that I downgrade my plan. I said unacceptable and proceeded to tell them to cancel my plan with the policies stated in the email that I received (no annual commitment & monthly renewal) so my plan is now canceled and I didn't have to pay a cancelation fee and I will now, hopefully, never have to deal with Adobe customer service again! I spent almost 2 hours trying to sort this out. Absolutely terrible service. The agents on the chats don't know all the details about emails sent and received. It almost feels like adobe is constantly trying to **** you so that you can't leave. The auto renewal of contracts is also absolute nonsense. Overall I was disgusted by how the agents tried to retain me by saying that what I received in emails was not possible. I then had to send them proof that I received emails stating certain things. TERRIBLE CUSTOMER SERVICE. There was no direct contact number that I could call to resolve my issue and speak to someone who actually knew what was going on. Each time the chat line sent me to a new representative and I would have to explain over again, almost as if the representative before the last was dodging having to give me a straight answer.

The advice I gave to Adobe via their survey. Actually call your customers to resolve issues. Using a chatbot service can be helpful if you speak to an agent that is qualified to assist you through every aspect of your account so that you don't have to explain everything over when dealing with a new agent for every issue. Actually communicate clearly with customers about renewals and subscriptions because your agents say 1 thing however your emails say another. It feels like a ****. So maybe try to practice consistency.