Steps that Adobe allegedly took to make it hard to cancel online subscriptions weren’t just annoying — they were illegal, according to the U.S. government.
The U.S. Justice Department and the FTC filed a lawsuit Monday against Adobe and two of its execs, alleging that they imposed a hidden early termination fee on millions of online subscribers and that Adobe forced subscribers to navigate “a complex and challenging cancellation process designed to deter them from cancelling subscriptions they no longer wanted.” A redacted copy of the complaint is at this link.
Adobe said it will fight the lawsuit. “Subscription services are convenient, flexible and cost effective to allow users to choose the plan that best fits their needs, timeline and budget. Our priority is to always ensure our customers have a positive experience,” Dana Rao, Adobe’s general counsel and chief trust officer, said in a statement Monday. “We are transparent with the terms and conditions of our subscription agreements and have a simple cancellation process. We will refute the FTC’s claims in court.”
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