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Why is Adobe accused of cheating its customers ?

© Unsplash/Emily Bernal

This is a real stone in Adobe's shoe. The American company has just been sued by the Federal Trade Commission (FTC) in the United States. The federal agency pulls no punches and accuses it of violating consumer protection laws by imposing hidden cancellation fees and a complex unsubscribe procedure.

The accusations against Adobe

In the details of this complaint, we learn that the registration process is not clear enough for customers and that it does not indicate that the latter undertake to pay for one year. It also does not detail that fees apply in the event of early withdrawal.

If subscribers try to cancel their subscription, they are also required to enter their password and navigate through numerous screens where they can get lost, according to the FTC. Quoted by the BBC, Samuel Levine, director of the consumer protection bureau, thus underlines:

Americans are fed up with companies that hide the truth when signing up for a subscription and then throw obstacles in the way of customers when they try to cancel.

Adobe's response

Indicted, Adobe has responded through Dana Rao, general counsel and director of trust: “We are transparent about the terms of our subscription contracts and have a simple cancellation procedure. We will refute the FTC's allegations in court”.

A case which is therefore only just beginning and it will be interesting to follow over time. As a reminder, Adobe made a change in its business model in 2012, moving from the sale of its software with lifetime use to a monthly or annual subscription system for its Photoshop, Illustrator, InDesign and other tools essential to creatives. .

Since then, many of them have been complaining because they have no real choice but to stay subscribed and pay monthly. The problem has not improved, because Adobe recently changed its terms of use and these have been criticized. Some observers have indeed believed that they would be used to authorize the company to train its AI models on users’ work.

What to remember:

  • A lawsuit has been filed against Adobe in the United States
  • The company is accused of violating consumer protection laws, in particular through hidden cancellation fees
  • An accusation refuted by the company

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Teilor Stone

By Teilor Stone

Teilor Stone has been a reporter on the news desk since 2013. Before that she wrote about young adolescence and family dynamics for Styles and was the legal affairs correspondent for the Metro desk. Before joining Thesaxon , Teilor Stone worked as a staff writer at the Village Voice and a freelancer for Newsday, The Wall Street Journal, GQ and Mirabella. To get in touch, contact me through my teilor@nizhtimes.com 1-800-268-7116