According to the FTC, even when customers did attempt to cancel, Adobe forced them to navigate a bureaucratic maze of web pages, unhelpful customer service reps, dropped calls, and transfers. Some customers who thought they had successfully canceled continued to be charged. Samuel Levine, Director of the FTC’s Bureau of Consumer Protection, noted, “Adobe trapped customers into year-long subscriptions through hidden early termination fees and numerous cancellation hurdles.” The complaint charges that these deceptive “dark patterns” violate the Restore Online Shoppers’ Confidence Act. It names Adobe’s President of Digital Media, David Wadhwani, and Vice President Maninder Sawhney as co-defendants for their oversight roles in these shady business practices.
US Government Sues Adobe Over Shady Business Practices: Hidden Fees and Subscriptions Too Hard to Cancel
The United States Federal Trade Commission (FTC) has taken legal action against software giant Adobe and two of its top executives for allegedly deceiving consumers about the actual costs of its popular subscription services and deliberately obstructing cancellations. In a federal court complaint filed by the Department of Justice at the FTC’s request, the commission accuses Adobe of obscuring hefty early termination fees and making it excessively difficult for customers to cancel their subscriptions. The complaint alleges that when signing up for subscriptions on Adobe’s website, the company steers consumers toward the “annual paid monthly” option, pre-selecting it as the default while burying details about the 50% early termination fee for canceling within the first year. Customers have lodged numerous complaints, saying they were unaware the plan committed them for a full year.