Overbilling on new contract

[pinal-exicure]

How do we get refund from Zoom for being overbilled? We just renewed our contract for an annual term starting on May 1, 2024. The new contract removed a lot of services that we don't need. The first invoice under the supposed new contract still charged for all the services we dropped as part of the renewal. Of course, our zoom account manager is completely useless, as is the renewal specialist. 

Do people have any luck getting refund from this company? It seems like there are quite a few here looking for a refund for months of excess charges, which could be seen as deliberate and fraudulent by the company.

[Ivana7]

I am facing a similar situation. I requested changes to our subscription one month before it was set to renew. I finally managed to get in touch with someone through the support ticket system, but after six weeks, no changes were made to our plan, and we were automatically charged for our old/incorrect subscription. The support team stopped replying to me in the ticket system, and I am still trying to receive a response from someone in the Zoom team. This is especially frustrating because we're forced to contact Zoom to make any changes to our plan (the options to edit the plan from our admin account are all greyed out). I'm keeping an eye out on all similar discussion threads in this community portal in case anyone manages to get these kinds of resolved. 

[pinal-exicure]

It is quite aweful and I am still learning new depths to which Zoom's customer service reps will go to deny customer's legitimate grievances. I have only been trying to rectify the errors in my account renewal for about three weeks now. Most recently, the renewal specialist invited me and my account manager to a Zoom meeting but I was the only one in that meeting. Neither the renewal specialist, who was out of office that day, nor my "account manager" were on the meeting. It's among the worst customer service I have ever encountered.

All I can say is stay vigilante and keep trying. My next step will be to file a complaint with my state's attorney general and cancel my company credit card so that Zoom cannot charge us anymore.

[Ivana7]

Just to share in case it is of help to anyone, we finally received attention from the Zoom Support team and they effectively handled all of our requests. I was finally able to get in contact with the Zoom Support team through their ticket system: https://support.zoom.com/hc/en/new-request?id=new_request&sys_id=cb06ab4b8702255089a37408dabb3555

[pinal-exicure]

That's good to hear. I was able to get partial resolution. Zoom gave us a prorated refund for the services we didn't order, i.e. about $3 less than complete refund for 1 day of "use". Our June invoice was also for just the services we ordered, which is a relief. Our "Current Plans" still shows all the services to which we didn't subscribe, including the pending charge for those services in July. I suspect this will be an ongoing headache for us, i.e. Zoom will start to bill us for all the services we didn't order because they are on our "Current Plans" section. 

I am still working to get this fixed so that it's truly solved. My ticket has been escalated but the customer service is so bad that I have little hope.