Adobe’s hidden cancellation fee is unlawful, FTC suit says

Adobe knowingly "trapped" customers into annual subscriptions, the FTC alleged.

Jun 18, 2024 - 11:50
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Adobe’s hidden cancellation fee is unlawful, FTC suit says
Adobe’s hidden cancellation fee is unlawful, FTC suit says

Enlarge (credit: Bloomberg / Contributor | Bloomberg)

Adobe prioritized profits while spending years ignoring numerous complaints from users struggling to cancel costly subscriptions without incurring hefty hidden fees, the US Federal Trade Commission (FTC) alleged in a lawsuit Monday.

According to the FTC, Adobe knew that canceling subscriptions was hard but determined that it would hurt revenue to make canceling any easier, so Adobe never changed the "convoluted" process. Even when the FTC launched a probe in 2022 specifically indicating that Adobe's practices may be illegal, Adobe did nothing to address the alleged harm to consumers, the FTC complaint noted. Adobe also "provides no refunds or only partial refunds to some subscribers who incur charges after an attempted, unsuccessful cancellation."

Adobe "repeatedly decided against rectifying some of Adobe’s unlawful practices because of the revenue implications," the FTC alleged, asking a jury to permanently block Adobe from continuing the seemingly deceptive practices.

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