I have been trying to reduce the number of licenses on my account for over three months, but the process has been extremely frustrating. It takes weeks for customer support to respond to my requests, and I still haven’t received the information I need. Today, I spent over an hour on the phone with customer support, only to be transferred from one department to another, and ultimately told that they couldn’t assist me and someone would contact me via email instead.

I have multiple open tickets on this issue and cannot understand why such a straightforward request doesn’t have a simple and efficient process for customers to follow. This seems like a common inquiry that Zoom should be equipped to handle promptly.

We have some accounts are registered by using company email address and they are paying via credit card. The head quarter has joined the enterprise plan and make the SSO authentication. Since the SSO is enabled and we are not able to login those accounts now before transferring them to enterprise plan.

We would like to know whether the credit card payment will be cancelled automatically if we transfer those accounts to the enterprise plan?

Who else has experienced terrible customer service from Zoom when renewing their subscription?

I requested and confirmed with customer service to remove a webinar license from our account well ahead of our renewal date.  I even offered to pay our renewal ahead of time to ensure that it was paid without the webinar license we were discontinuing.

To our surprise, we were auto-renewed, with the webinar license that we were told would be removed from our account.  Since then, I have opened tickets multiple times with customer support, trying to get this license removed and receive our entitled refund.  Zoom support has never responded to our tickets, instead transferring us between their renewal and billing teams.  I have had to call in directly to get any response and escalate our tickets, only to see them closed or transferred a week later.  

It is truly terrible to see this kind of customer service nowadays.  We are planning to cancel our subscription and discontinue any use of Zoom in the future.  I recommend anyone else who has issues with customer service to chime in.

I was associated with another account and now cannot access past recordings. They told me to do this:

Hi,

I need help with a refund. I cancelled my subscription a day after it became due but before money was debited to my card. However, a week later, my card was debited with the annual amount. I want to request for a refund because I no longer need the subscription but all the emails I am sending are returned as not delivered. Sample is below:

I just received a notice from Zoom billing that my credit card refused the automatic payment request. Notice indicated that the card expired 04/21. This is confusing as my current card has been billed by Zoom and has paid invoices for the last 6 months (as shown on card records) or longer. How did Zoom suddenly start billing to an expired card when the invoices have been submitted and paid on the same card which is currently expiring in 2025? Do I update the card info and continue what has already been an automatic process, or let the invoice go past due and lose my access. OR, was this some kind of scam using Zoom content. This is one reason I hate automatic billing, things going on in the bowels of a computer without human oversight. Anyone else have a similar issue with Zoom?

When I signed up for Zoom One Pro Subscription at the beginning of 2023, it was CAD150. As with all subscriptions (or most anyways), I would expect the same fee to be applied during renewal time. Should the price change for whatever reason, the reasonable and right thing to do is for the company to inform me of the price change, well in advance prior to the renewal period.

Not the case with Zoom. A couple of days ago, I got an alert that ~CAD250 was charged to my credit card by Zoom. I was well-aware that auto-renewal was right around the corner and I was expecting the same fee of CAD150/year to be applied because last I checked (on my Zoom account billing and management page), the amount of CAD150 that's also quoted as the auto-renewal amount hadn't changed. Neither did I receive any calls, emails or messages from Zoom informing me of any changes i.e. zero correspondence.

Puzzled and a bit concerned, I immediately checked my subscription details again and saw that the renewal amount of CAD150 remained unchanged. It also showed that I didn't purchase any add-ons nor did anything that would incur additional charges, which was the case.

So, clearly, there must have been a mistake and I was overcharged. I took a screenshot of the renewal amount and immediately wrote to Zoom Support saying that there was a mistake, attaching the invoice, and the estimate, and requested for a refund for the difference.

This was 4 days ago and I haven't heard back. So, I went to the Zoom support page to see if i missed any updates when I was navigated back to my Zoom Account page where, shockingly, the subscription renewal amount was now published at CAD250/year, after the fact. What?

This is just wrong and unfair on so many levels:

1. I didn't receive a renewal notice nor any communications for that matter from Zoom informing me of a renewal, not to mention that I'll be charged price change. On this note, it says on the Federal Trade Commission website that "Before a company can auto-renew your subscription, it has to send you a renewal notice."

2. At the same time my credit card was charged ~CAD250, the renewal amount shown on the Zoom account page was also clearly shown as CAD150. However, today the renewal amount had changed to CAD250/year, after I had written in. What company estimates one amount, charges another, much higher, amount, and then changes the initial estimate to match what it charged? All without the customer's knowledge nor consent?? And it's not an increase of a few dollars, it was by $100, almost 70% more than what was quoted by Zoom no less.

3. it's been 4 days since I contacted Zoom support regarding a billing issue and I still haven't heard back. The priority level was assigned as 4 - Low, which is disappointing to say the least. In my experience being a customer of so many businesses, billing issues are prioritized as urgent, as it should. 

This is pretty poor customer experience.

I look forward to hearing from someone in Zoom who has the authority to action on an agreeable resolution on this matter. The sooner the better.

PS: Adding insult to injury - Zoom just tried to sell me an annual subscription for $200 after a discount of 22%. But I got charged $250. I can only conclude that Zoom is a lot more interested and focused on raking in new customers with scarce regard in retaining existing customers.