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Reporting a bereavement

Stephen2024
Newcomer
Newcomer

Dear Zoom,

I want to report the death of one of your customers. I have a number of issues:

1. Nowhere on your webpages is there a place to notify you of this.
2. Your chatbot does not understand the request.
3. Billing support requires information I do not possess.
4. Your telephone line requires input of information I do not possess.
5. To find a general email address I had to search the Internet.

6. Your email response was to refer me back to your main pages

This is not only poor customer service, but comes at a time when I am dealing with the death of a relative.

Would you please let me know, by return, how I can report this bereavement to a human being at your offices, bearing in mind that I have only the basic personal information about him, and no specific account details other than a recent payment made to you.

1 ACCEPTED SOLUTION

S_K
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hi  @Stephen2024 

Here is the Italy phone number:

+39 07611811003

SALES EXT. 1 | SUPPORT EXT. 2 | BILLING EXT. 3 /P>

Language availability
Italian: Weekday business hours
English 24/7

View solution in original post

4 REPLIES 4

S_K
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hi @Stephen2024,

 

I'm sorry for your loss and the difficulty you're having trying to cancel his account. Try calling 888-799-9666 (ext 3) and explain the situation. If you have your own Zoom account, you can try submitting a Billing request to explain that you can't access the account in question.

 

Aside from this, disputing the next charge will cause the account to be cancelled for non-payment.

 

Kind regards,

~S

Thanks for the suggestions.

Is that number in USA?  I am based in Italy.
The alternative suggestion is not so good. A payment went out from the deceased bank in December 2023 and appears to be for an annual subscription.   I want to know the situation regarding a refund.


 

S_K
Community Champion | Zoom Employee
Community Champion | Zoom Employee

Hi  @Stephen2024 

Here is the Italy phone number:

+39 07611811003

SALES EXT. 1 | SUPPORT EXT. 2 | BILLING EXT. 3 /P>

Language availability
Italian: Weekday business hours
English 24/7

Stephen2024
Newcomer
Newcomer

Many thanks for that information. I will give them a call.