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Software giant Adobe accused of 'trapping customers'

Regulators allege Adobe failed to properly disclose subscription terms and made it too onerous to cancel.

But the company's sign-up process is unclear, according to the complaint, in some cases failing to disclose that customers are making a commitment to pay for a year and not stating the cost of cancelling early, even though the fee can amount to hundreds of dollars. If customers try to cancel, the company also allegedly takes them through a "convoluted process", requesting re-entry of their password and navigation past multiple pop-up screens, the complaint suggests. "Adobe trapped customers into year-long subscriptions through hidden early termination fees and numerous cancellation hurdles," Samuel Levine, director of the FTC’s Bureau of Consumer Protection, said in a press announcement.

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