Predatory and unethical practices - wondering about class action

We are dealing with this issue right now. We have been trying to downgrade from 9 to 3 users since August 2024. When I call, they say we have a "special contract" which requires us to speak with the sales team. Apparently we are not able to make changes on the online portal, despite the changes showing on the online portal and that we can easily add users! I am waiting for the sales team to get back to me but I am not hopeful this will work. I may proceed with contesting the charge with our credit card company. 

We too have fallen prey to this despite eschewing any discounts.  We are trying to get it rectified without much success.

Has anyone made progress on this matter?

I'm currently dealing with unethical behavior on the part of zoom. Prior to my annual renewal on a business plus plan, I had asked for the plan to be downgraded some seats (they wouldn't), but I then slated it for cancellation at renewal time. Right before the plan ended, I asked if I would be able to continue the contract for just a couple more months on a month-to-month basis, because I was dissolving my group practice and knew that my employees could use another couple months of access to wrap everything up. I very specifically asked about term length implications, knowing that I didn't need a year long plan - I needed a couple of months. See below exchange of crucial info.

Per support convo GR0385941:

On 7/24/25 I asked: "If I do month-to-month, I can cancel in a couple of months, correct? $269 the annual price, what is the monthly price?"

Still on 7/24/25, I was told: "Yes, if you choose a month-to-month subscription, you can cancel at any time, giving you the flexibility to use the service for only as long as needed."

At the end of September, I opened a new support case to ask if it was possible to continue the plan with just one user (me), because my employees have wrapped up, but I will still need video and phone so I'd rather keep the same plan if I can. I was shocked when I was told that my contract was on a 12-month term, and would only be able to alter my plan upon renewal (July 2026). I clarified the history of my support cases and what I was told, with the above info as well. In response, I have now twice had the support person 'clarify' and 'clear up confusion' about my contract, blatantly neglecting the obvious fact that that was not what I had signed up for. I feel exploited, and I am more than anything disappointed in Zoom's business practices being so grossly irresponsible, and their support and sales teams being disorganized, disjointed, and predatory. I need this fixed now, and absolutely would love to join a class action lawsuit if it comes up. I will be sharing this more widely and making others in healthcare around me aware that they are not safe doing business with Zoom.

This seem to be the case with many others as well. Just total bad business practices. Don't care, we want your money so we will just take it attitude!

YES! In addition, we have documentation from our side and Zoom employees (three) confirming done correctly. Then they say you have to talk to someone on the Subscription Team; however, they do not have contact information (email or phone number) for their customers. Nobody can seem to read the chain of calls/emails, and I was told twice that I would get a direct call from the Subscription Team, and no call. 

Здравствуйте!! В сентябре  2025 года перешла на базовый тариф, сняли незаконно 40 долларов за октябрь и ноябрь. Пыталась вернуть через обращения и всё безрезультатно. До сих пор пытаются с карты снимать деньги, хотя я ее отвязала. Какой то беспредел. Как можно работать с таким непорядочным сервисом? Поэтому вишу на базовом сама и друзьям не рекомендую больше их.