Reduce license count - no response from Zoom support

What I initially expected to be a fairly simple process has turned into a complete nightmare.

I am simply trying to reduce our Zoom license count, yet this appears to be out of scope for everyone at Zoom. More concerning is the complete lack of meaningful acknowledgement or action.

I have now logged three separate support tickets regarding this matter. Although the tickets have been acknowledged, I have received no meaningful response or indication that anyone is actually progressing the request.

I have also contacted our Customer Success Manager, who was very active and readily available when we were discussing and renewing our contract. However, since raising this issue, I have received no response and have been unable to get any assistance.

This is extremely disappointing. When it comes to renewing a contract and securing payment, communication from Zoom is very proactive. However, when a customer needs a relatively straightforward change to their licensing, it appears almost impossible to get anyone to take ownership.

Anyone else his this problem?