Two unauthorised cancellations
Two unauthorised cancellations, four agents, a missed client deadline, and nearly four hours of my day I have been an Adobe customer since 2005 as a student and a paying subscriber since 2009 as a professional. Today was the worst customer service experience of my life. I contacted Adobe to discuss the price increase on my Creative Cloud Pro plan - from £24.97 to £55/month. My intention was to negotiate, not cancel. Instead: Agent 1 (Chandra): Informed me mid-conversation that my plan had already been cancelled - on 19 June - without my authorisation. I had never confirmed cancellation with anyone. When I raised this, I was told it was a "technical issue." Chandra offered CC Pro at £36.93/month and provided case ref ADB-45821664-V9N7 but failed to mention that a reactivation button was already available on my account - something I spotted myself. Agent 2 (Shweta): Offered CC Pro at £34.75/month. I accepted. She then hit a "duplicate error," ended the chat abruptly, and in doing so cancelled my Creative Cloud Pro plan entirely - for a second time, and without my authorisation. I received a cancellation email at 1:28pm stating my service would end that same day. I lost access to Premiere Pro immediately, causing me to miss a client deadline. Agent 3 (Rafaqat): Spent 20 minutes trying to sell me an enterprise admin account for a single-user subscription. Completely ignored my questions. I had to ask to be escalated to a supervisor. Agent 4 (Vanam, Supervisor): Eventually resolved the situation by placing CC Pro on a new account at £34.75/month - case ref ADB-45848720-B3P5. This took a further hour and required me to create a new account entirely. In total: nearly four hours, two unauthorised cancellations, a missed client deadline, and a subscription now split across two accounts as a workaround for Adobe's own system errors. I was told Adobe has no formal complaints process. I was directed to a community forum. A 17-year customer. "Miscommunication" was the word used. It isn't close.