Fran sent a message to Shantanu Narayen President and CEO, Adobe Systems Incorporated – email address that said:
Hi,
I thought I was buying one month trial of Creative Cloud for $19.99. After 4 charges on my debit card I realized that it was not a trial and I am not using it. I called to cancel and the customer service gave me the option of cancelling now with a fee of $69.99, or getting 3 free months without cancelling (but I would have to remember to cancel in May 2017 or I am bound for another year). The customer service was very repetitive, disrespectful and could not cancel my year agreement without the penalty. I have since cancelled and now they want the penalty. I then tried to call Adobe headquarters in San Jose. The number would not go through, so I called the Boston office. The very nice receptionist gave me the customer service number I had already called. He gave me a second number which turned out to be the same customer service center outside of the US. When I told them that they could not help, I ended the call. Seconds later, customer service called me back asking why I didnt stay on the line. Felt a bit abusive. Can you help? This seems like a bait and capture situation. I filed a claim with PayPal but their protection does not cover this type of service. I will report to the Better Business Bureau and the CA State Attorney General if you are unable to help. Thank you in advance for your attention to this matter.
