The US Federal Trade Commission (FTC) has sued Adobe, accusing the software giant of violating consumer protection laws by making it excessively difficult for customers to cancel their subscriptions. The lawsuit highlights issues with undisclosed fees and complex cancellation processes. The US Federal Trade Commission (FTC) has launched a lawsuit against Adobe, alleging that the company has been violating consumer protection laws by making it difficult for customers to cancel their subscriptions. According to the FTC, Adobe pushed users toward annual subscriptions for its creative software, such as Photoshop, without adequately disclosing that canceling within the first year could result in significant financial penalties.
In a statement issued on Monday, the FTC outlined its concerns, noting that the San Jose-based company designed the cancellation process to be particularly challenging. Consumers attempting to cancel their subscriptions reportedly had to navigate through numerous online pages or deal with multiple transfers between customer service representatives. Samuel Levine, director of the FTC’s Bureau of Consumer Protection, stated, “Adobe trapped customers into yearlong subscriptions through hidden early termination fees and numerous cancellation hurdles.”
The lawsuit, filed by the Justice Department in a California federal court on behalf of the FTC, aims to enforce US consumer protection laws. Adobe, however, has expressed its intention to contest the FTC’s claims. Dana Rao, Adobe’s general counsel, responded in a statement, “Our priority is to always ensure our customers have a positive experience. We are transparent with the terms and conditions of our subscription agreements and have a simple cancellation process.”
Despite Adobe’s stance, users have long complained about the high costs associated with canceling a subscription. Access to Adobe’s suite of applications can exceed $700 annually for individuals. The company’s policy allows subscribers to cancel within two weeks of purchase to receive a full refund; otherwise, they face a prorated penalty.
This practice stands in contrast to other digital services, such as Spotify and Netflix, which do not impose cancellation fees. Regulators have pointed out that Adobe’s subscription-pricing model creates an incentive to lock customers into longer-term contracts and discourage cancellation. The lawsuit alleges that Adobe’s tactics violate a 2010 consumer protection law intended to safeguard online shoppers.
The lawsuit against Adobe is not an isolated incident. Last year, the FTC sued Amazon under the same law for allegedly tricking consumers into signing up for its Prime membership service and making the cancellation process deliberately difficult. Adobe had disclosed in December that it was under investigation by the FTC regarding its subscription practices, with the FTC first requesting information on the matter in June 2022.
As this legal battle unfolds, it highlights the broader issue of transparency and consumer rights in subscription services. The outcome of this case could have significant implications for how subscription-based companies structure their terms and cancellation processes in the future.