Can't Downgrade or Cancel Contract

[MS2023]

We are a small nonprofit that works with the elderly population. Unfortunately, we are in a difficult financial situation and would like to downgrade our plan so we can keep our organization afloat. But the Zoom Sales Team, who were extremely eager to work with us to create the contract, have now ignored our emails or tersely informed us that we can't do anything until our contract ends in 2025. We have offered to pay a penalty for downgrading during our contract but they have not budged. We feel like we have been trapped into a contract without any warning about the extreme cancellation policy. We are also shocked by the lack of customer service and the cold treatment by the company. Is there any way Zoom could work with us?

[VA]

Hi @MS2023 and welcome to the Zoom Community! I do see that you are currently working with a member of our Renewals team regarding your contract details and they are currently investigating your request based on the latest information that you provided. Please watch out for a reply from them at the account email address.

[DiversityScienc]

We are having the same problem. They charge us for numerous licenses and webinar subscriptions we are not using and refuse to talk with us. There is no way to talk with anyone on the phone, and we have only gotten basically rude and dismissive email responses. There is nothing in the contractlan cannot be do that says the pwngraded, and the eager salespeople certainly did not mention this when encouraging us to sign for these services.  I am amazed these practices have not gotten wider attention but I assume it's only a matter of time. We filed a complaint with the Better Business Bureau so we will see if that makes any difference.