Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/17/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I buy a HIPAA compliant zoom account. Today the zoom went down or had an outage. I was not able to meet with my client and I lost $150. I am asking for a credit on my account since I was not able to use it and I lost a significant amount of money.

• Initial Complaint

  Date:04/16/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please review PDF letter dated today 4/15 following up to the initial letter met without response. Have overpaid for the past 3 years for services not received. At the very least, $159.90 should be credited to my account renewal due 5/15/25. Should also receive a fair portion of what was paid over 3 years for benefits not received. Only 2 weeks ago was able to get the 720p we have been paying for all along.

• Initial Complaint

  Date:04/15/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zoom auto-renewed my annual subscription without any communication (email or otherwise) to let me know that my renewal date was approaching and that my card would be charged. I did not want to renew for another year. When I received an email from **** with a paid invoice I did not want or expect, I contacted **** support to request that the auto-renewal be cancelled and my money refunded. They refused, stating that their policy is to never issue refunds.Zoom's website is misleading. There is no option to opt out of auto-renew, only an option to "cancel", and when you cancel your account, your account status shows as "Cancellation Pending" with large warning banners that make it seem like your account is in a bad or invalid state -- not that you have an active, paid account that's opted out of auto-renewal. Additionally, you cannot use the website to remove your payment method to prevent Zoom from automatically charging a renewal fee for an "active" account. The only way I was able to get Zoom to remove my payment details was by spending about an hour on the phone with customer support. There is no good faith reason for **** to do this and it is not standard practice with other software as a service companies.I believe these business practices are anti-consumer and are intended to force consumers to pay for subscriptions they do not want.

• Initial Complaint

  Date:04/15/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday, April 4, 2025, I was charged $170.70 for an auto-renewing annual Zoom subscription. I did not intend for this service to renew. I submitted a cancellation and refund request on April 7, 2025, the first business day I was in-office and aware of the charge.Zoom denied my request, citing their terms that all subscription payments are non-refundable and must be canceled one day prior to renewal. They also referenced Section 12 of their Terms of Service.However:I did not receive any reminder from Zoom ahead of the auto-renewal (as would be required in some jurisdictions).The cancellation was requested within 1 business day of the renewal and before any service was used.Zooms cancellation language is buried in fine print and places unreasonable barriers on the user for refunds.There was no clear or prominent warning prior to the renewal.I believe Zooms practices fall under unfair billing and negative option marketing tactics as defined by the **** Negative Option Rule, which requires:Clear disclosure of renewal terms;Affirmative consent;Simple cancellation processes;And a refund process that is fair and not deceptive.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 04/11/2025 I bought a Zoom plan for $15 a month. It promised a US telephone number with unlimited calls and texts to and from the ** and ******. i bought it for my sister, who has taken a job for a charity in *********** and will need it to communicate with work. Since making the purchase, I have not been able to make or receive a single successful phone call, have not been able to establish a US telephone number, and most importantly cannot reach assistance at ****. Upon calling customer service, **** advises that my plan does not qualify for live assistance.

• Initial Complaint

  Date:04/14/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a paid user of Zooms Zoom Phone | *********** Unlimited Calling plan. Although my subscription is active and fully paid through May 5, 2025, I am unable to use the Zoom Phone feature. It shows as "Inactive" when I try to access it.I have contacted Zoom Support more than 10 times via email, but my tickets are closed repeatedly without explanation, and I only receive generic responses. I also attempted to submit an appeal through their official form, but I was blocked with a message saying Youve Already Confirmed Your Report even though I havent submitted anything before.Ive attached a screenshot that clearly shows the Account is inactive message. Despite having a valid, paid plan, Im completely locked out of the phone service, and **** has failed to provide any support or fix the issue.This is now disrupting my business operations, and I have no option but to file this complaint.Requested Resolution:Immediate restoration of ****************** or A full refund for the unused subscription period.Please assist with resolving this matter, as Zoom has not responded despite over a dozen documented support attempts.

• Initial Complaint

  Date:04/04/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Goods or Services Never Received. Paid for ************* and despite daily calls then chats and daily emails Zoom was unable to resolve the issue yet closed each case as "Resolved". Have retained all the emails if needed.

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I clicked on a link to purchase zoom pro for $15.99/month. A day later it posted to my credit card and they had charged me 100 times that! ($1599.00+tax to equal a charge of $1694.94). I immediately contacted my credit card company because zoom was closed. ***** told me that I need to send documents by mail to start an investigation. I called zoom the following morning and spoke to *******. She wasn't authorized to give a refund. She said she escalated it. The following day I still had not heard anything, I called again. I spoke to Jade and she told me that it is already escalated so she wouldn't do anything for me!

• Initial Complaint

  Date:04/02/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received an email from zoom to cancel the subscription by the last day of your current subscription period which was March 9 2025. I cancelled ON March 9 2025 which was the last day. See pics for email showing it says I can cancel by the last day. They still charged me the annual fee for the next year and after disputing the charge they are now stating that they will not refund the annual fee of $169.49 as it needed to be cancelled 30 days prior. This was not in the email sent to me about the auto renewal as you can see from the pictures it states to cancel by the LAST day of the subscription period which in fact was March 9 2025 as it is an annual contract. I would love to see this resolved with a full refund as their communication was inaccurate along with a discrepancy in the time it did need to be canceled by.

• Initial Complaint

  Date:04/01/2025

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I held a personal account through Zoom. When elected to a role in a non profit organization I was sent an invite to join the organizations account. At no time was I made aware that accepting the invitation would invalidate my personal account. I accepted and somehow my account balance was supposedly credited to the invitor account. However, the credit has not shown up either on my personal credit card or in the invitors account. Multiple calls and emails with Zoom have resulted in the same incorrect response that the money has been credited to the invitor account and applied to new licenses. The ticket number with Zoom is ********** (also noted below). While the dollar amount is not huge, this has now become a principal issue, with the company insisting a credit has been issued and no sign of a credit has been received by the invitor party.