Linda sent a message to Shantanu Narayen President and CEO, Adobe Systems Incorporated – email address that said:
I’ve experienced an egregious interaction with your customer support personnel over the last 5 months. I want to make you aware of the circumstances and I hope to achieve a better resolution.
Background: My son, a student user of Adobe Creative Cloud, has been hospitalized since December. He will not access this $29.99/month subscription service in the foreseeable future as he is quite ill and still in treatment.
Issue: I’ve called numerous times over the last 5 months to try to cancel the subscription. Despite the unusual circumstances, customer service will not provide an exception to stop the billing and refund our payments. Today, we received “3 months free” after requesting to talk to a supervisor (again!) then I was instructed to call again in September to cancel.
I would hope that your customer service policies have the latitude to make exceptions in unusual circumstances. For me, this is a “moment of truth” interaction between Adobe and the customer.
I would like to hear from Adobe with a more satisfactory resolution
Thank you. Kind regards, Linda