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!

I have been trying for 2 days to find out how to contact Zoom about charging me $246.90 for a subscription I believed had been cancelled over 18 months ago.  I used my Pro Plan subscriptions once only, maybe twice during COVID and have not used it since.  The money taken for this subscription was to pay for my grocery order to feed my family.  I am not earning an income at present and cannot afford to pay for something I have not used in 2+ years.  I cannot get anywhere with the Zoom virtual agent.  Most REPUTABLE companies do not need to rely on unused subscriptions as a revenue stream.  Reputable brands make it relatively easy to get through to an employee, and they usually refund at least the  latest  subscription charged to an account.  Some companies refund more than one year when they can see a subscription has never been used.  Zoom does not need my money nor the goodwill such refunds generate.  I get that.  

In Australia, I think we have consumer credit laws to protect people in my situation. Most companies in Australia have a range of mechanisms to assist people in times of financial hardship.  IF anyone knows how I can get past the virtual agent sending me in endless circles, I would appreciate it

Since months I try to change the name information displayed on the invoice. It just displays my name and lacks the name of the association I created and run this account for. It is a self aid group of patients but where I place the name in my profile it keeps not showing up on the invoice "SHG ME/CFS, LongCovid, PostCovid, PostVac". I also changed my name and include my wives you is the director of the group. But also change is not reflected. 

I am afraid I have to cancel my subscription ans resubscribe or change the service provider completely.

I do not get rembursed by the organization as long as there is a wrong name  information on the invoice. 

Thanks for any advice how you were probably more successful than I am.

My account has been consolidated to another acount with the help of zoom support. But I haven't received a refund of the 18 licenses. Thorugh https://support.zoom.com/hc/en/article?id=zm_kb&sysparm_article=KB0068212 , "Any licenses or add-ons purchased by separate accounts can be refunded during the consolidation process.". I wonder when will I receive my refund.