Poor communication and questions regarding plan change and license decrease

[zgoldberg1]

My company (a nonprofit) has been using Zoom for our video conferencing and phones. Per the "Plan Management" page in our account portal, we are set to renew our plan on April 24th, 2024. We were planning to decrease our licenses (16 Workplace Business + 20 Workplace Business Plus), which I was partially able to do in March in our account portal on the "Plan Management" page, decreasing our Workplace Business licenses to 1 (we couldn't go to 0). I also requested an opportunity to discuss our phone licenses with an account manager.

We were contacted by a Zoom Renewals Manager along with our Account Manager to discuss renewal plans. I met with the Renewals Manager and expressed that we were interested in decreasing our number of licenses and phone lines. Afterwards, he sent me a quote which was significantly higher than the current rate displayed in our Zoom billing portal, despite the fact that we were actually decreasing our licenses. I responded that we were a nonprofit and wanted to make sure we were getting discounted rates in the quote. He asked to set up another meeting.

In the meantime, I met with our Account Manager, who, to his credit, seemed to understand our needs just fine and even sent a message to the Renewals team outlining them, including the request for a discounted rate.  I then met with the Renewals Manager again. He appeared confused as to which licenses we wanted and which we didn't, despite the fact that this was now well documented in multiple places. Once that was worked out, he showed me a price breakdown that included a nonprofit discount (though still more expensive than our current plan for fewer licenses) and told me he would send me the quote. Afterwards, he sent me a quote without any of the discounts he had shows me. I sent an email to both the Renewals Manager and our Account Manager asking for clarification and reiterating our need for a nonprofit rate. That email has yet to receive a response.

At this point, I have no confidence that our needs have been addressed, let alone heard and understood. The communication between teams at Zoom and to our company has been abysmal. If Zoom is unable to meet our needs, I need to know ASAP so I can start looking for alternative tools for video conferencing and/or phone systems. My biggest question is: What will happen if I do nothing and wait until April 24th? Will the amount displayed in our Zoom portal be charged? Will we retain the licenses displayed there for the next year? 

I would love an opportunity to discuss with someone who has the authority and knowledge to help us out. Thanks very much!

[Mandel]

Hi @zgoldberg1 ,

I am sorry to hear that your experience with our Renewals Team has not been ideal. To avoid any further miscommunication, I have escalated your ticket and also sent you an email confirming your current subscription and renewal price. If you do nothing, your subscription will renew at the price outlined in the renewal email that was sent to your email address on 02/23/2025 and you will retain the licenses currently shown under Plans and Billing.

Let us know if you need further assistance. 

Cheers,

Zoom Community Team

[zgoldberg1]

Thank you @Mandel .

The rate quoted in that email from 2/23/2025 includes a number of licenses that are no longer listed on our account. I am unclear as to what we are being charged for and how much we will be charged.

[Mandel]

Hi @zgoldberg1 ,

You should have received a reply from our subscriptions team yesterday. Please continue to work with my colleagues through the ticket in order to adjust your subscription. 

Let me know if there's anything else.

Cheers,
Zoom Community Team