Predatory and unethical practices - wondering about class action

[DiversityScienc]

If you have a Zoom plan and are shocked to find you cannot reduce the number of licenses or cancel and add-on, please respond. This business practice is dubious at best and potentially actionable.

If you were not made aware that Zoom considers you "locked in" until you tried to downgrade or cancel, that experience should be widely publicized before more organizations fall prey to this practice. 

Check your paperwork. Did you even get any paperwork? If you did, does it say anything about being locked in? Many people just upgrade plans without being told they will be unable to cancel or downgrade. 

[SB2024]

We are dealing with this issue right now. We have been trying to downgrade from 9 to 3 users since August 2024. When I call, they say we have a "special contract" which requires us to speak with the sales team. Apparently we are not able to make changes on the online portal, despite the changes showing on the online portal and that we can easily add users! I am waiting for the sales team to get back to me but I am not hopeful this will work. I may proceed with contesting the charge with our credit card company. 

[ababara]

We too have fallen prey to this despite eschewing any discounts.  We are trying to get it rectified without much success.

[Mandel]

Hi @ababara,

Welcome to the Zoom Community! 

Upon review, I can see that the Sales Team corrected your subscription earlier today.
Is there anything else you need help with?

Cheers,

Zoom Community Team

[ababara]

Has anyone made progress on this matter?

[drshayselden]

I'm currently dealing with unethical behavior on the part of zoom. Prior to my annual renewal on a business plus plan, I had asked for the plan to be downgraded some seats (they wouldn't), but I then slated it for cancellation at renewal time. Right before the plan ended, I asked if I would be able to continue the contract for just a couple more months on a month-to-month basis, because I was dissolving my group practice and knew that my employees could use another couple months of access to wrap everything up. I very specifically asked about term length implications, knowing that I didn't need a year long plan - I needed a couple of months. See below exchange of crucial info.

Per support convo GR0385941:

On 7/24/25 I asked: "If I do month-to-month, I can cancel in a couple of months, correct? $269 the annual price, what is the monthly price?"

Still on 7/24/25, I was told: "Yes, if you choose a month-to-month subscription, you can cancel at any time, giving you the flexibility to use the service for only as long as needed."

At the end of September, I opened a new support case to ask if it was possible to continue the plan with just one user (me), because my employees have wrapped up, but I will still need video and phone so I'd rather keep the same plan if I can. I was shocked when I was told that my contract was on a 12-month term, and would only be able to alter my plan upon renewal (July 2026). I clarified the history of my support cases and what I was told, with the above info as well. In response, I have now twice had the support person 'clarify' and 'clear up confusion' about my contract, blatantly neglecting the obvious fact that that was not what I had signed up for. I feel exploited, and I am more than anything disappointed in Zoom's business practices being so grossly irresponsible, and their support and sales teams being disorganized, disjointed, and predatory. I need this fixed now, and absolutely would love to join a class action lawsuit if it comes up. I will be sharing this more widely and making others in healthcare around me aware that they are not safe doing business with Zoom.

[MGSR]

Welcome to the Zoom Community, @drshayselden! We apologize for the inconvenience you experienced. Upon reviewing your case, we can confirm that the new provisioning was approved on 10/01. Please allow up to 3 business days for the credit to be reflected on your account. We appreciate your patience, and our billing team is dedicated to making sure this doesn't happen again.

[dcstewart]

This seem to be the case with many others as well. Just total bad business practices. Don't care, we want your money so we will just take it attitude!