Help with Billing Issue

[zoom_cust]

I am not sure if anyone can assist me but I don't know where else to go. I have Zoom Business for my organization and have been using it for many years. This year I called in to get 2 licenses removed as we were no longer going to need them. Apparently, the management portal does not allow me to change the licenses on my own because it is a business account. The rep said they would not be able to help me so they escalated it to a manager. I met with the manager and they gave me a new quote which I signed. Then, three weeks later when our renewal date arrived, I was not billed what I signed up for but instead over-billed what the advertised rate was on the site. (The website shows $18.33 per month per license and I am being charged $19.00).

I reached out to the support people and they said I had to talk to my account rep, who I never met before until now. I met with my account rep who had me sign another agreement with the same pricing as the manager. I noticed that there was a credit applied, however it did not match the pricing I signed up for. When I asked the accounting person about the discrepancy, they told me that I had signed the agreement after my renewal date so I am unable to get the price adjusted. I don't understand why the first time when I called in, this was not taken care of. Now they want me to pay for the difference when it was not my fault to begin with. I put in the request weeks before the renewal date and signed the new agreement with the new license count before the renewal date as well. It seems like everyone I talk to says something different. Does anyone have any suggestions or can offer any advise on how to handle this situation?

[Ray_Harwood]

Welcome to the Zoom Community, @zoom_cust.

I don’t have any substantive guidance for you at the moment, but I’ve reached out to one of my contacts in Billing to get some info, if I can. 

[S_K]

Hi @zoom_cust 

I'm happy to look into this internally. Do you have a ticket number or invoice number I can refer to? With this, I should be able to review your case history and determine the best next steps to resolve this.

Cheers!
~S

[S_K]

Hello again, @zoom_cust 

I located your account and correspondence with your Account Executive. I left a direct message with him letting him know that you initially requested the reduction from 14 to 12 licenses on 10/8/2025. I was able to apply the credit to your invoice in the meantime. You can view the updated version under Invoice History in your Zoom account portal.

I hope this was helpful.

Kind regards,
~S

[avalynn1133]

I’m sorry you’re going through that, it definitely sounds frustrating, especially after you made the request before renewal. At this point, I’d suggest asking for a written escalation or opening a formal billing dispute through Zoom support. Make sure you provide the date you first requested the change and the signed agreement copy.

Sometimes billing cases only move when it’s officially logged and assigned to a higher-level team. If you don’t get resolution, you could also ask for a supervisor callback or submit through their sales/billing complaints channel. Hopefully someone can review the timeline and correct the charge for you. If you need any further help im available.