ComplaintsforZoom Video Communications, Inc.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I set this up in order to receive and send text messages. I've now paid for this service for 2 months and I am still unable to send and receive messages. I would like to receive a refund or at least a partial credit given the fact that I'm not able to use the service that I'm paying for.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  ZOOM Claim May 29, 2024 Zoom whacked my AMEX card for $169.49 to renew my service. I did not authorize this service renewal charge; in fact, I hadnt used Zoom for more than two years. There was no pre-notification of their intent to renew my contract. I attempted to dispute this charge on their website, but there is no portal to file such a dispute. I filed a protest with AMEX but havent had a response from them. Subsequently, I sent a letter ****** to ZOOM but received no reply. I attempted to contact ZOOM again via their website. They responded that my account would be successfully canceled in February of 2025! There was NO mention of refunding the $169.49 they stole from my AMEX account in February. I will try to retrieve the stolen funds with any agency I identify as having jurisdiction over Zoom. I will gratefully accept any suggestions the BBB may have.

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 4/26/2024 my business purchased 2 numbers through Zoom Phone. My business partner and I followed the zoom phone wizard instructions for setup and have had nothing but problems since. My partner, a single mom with 2 kids, had her phone completely lock up and was unable to receive calls, texts or call out. This not only affected her livelihood of being able to do her job, but also put her kids at risk if there was an emergency. My phone allowed calling out, but texting and calling in was locked up. It also affected my livelihood and necessity. I have sent numerous emails explaining the situation to support and anyone who will respond. I was given one zoom call with a tech who made it so that I could receive calls in, but it never corrected the entire issue and he said that he didn't know why this was happening, but wouldn't cancel my service. My partner was forced to go to her cell carrier and get a whole new phone number to remove zoom. I have sent numerous emails demanding Zoom Phone to be removed and my number ported back to me. They will ONLY communicate via email. I have followed their endless support links, and direction to the letter and have included my current cell carrier, per Zoom's instruction, in the process. The owner of Selectel, my carrier, has been on the phone with the ******* Owner to help un-port Zoom as zoom instructed. Zoom says they ported my #. My carrier says they didn't and can't request my number back from Zoom when their system still shows they control the #. (See image showing ACTIVE) There is a digital gap happening. My carrier is willing to speak to a Zoom phone tech to explain what they are seeing on their end, but zoom refuses. I want a refund for the $251.63 plus they are now charging me zoom phone overage fees on a phone I can't fully use. I want my number back and zoom phone removed!!! I couldn't be more disappointed with their service and unwillingness to work with another to resolve this issue. Terrible customer service!!!

• Initial Complaint

  05/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We requested cancellation of account under our business One US Financial with Zoom 1,5 years ago, original set-up was not to be auto renew. They however auto-renewed us this month and double charge of $1,299.40, where Zoom verified there was no activity for last year and credited last year, but is not giving us credit for this year $1,299.40. We have had numerous calls and correspondence with Zoom last week and this week with **************** Representative in ***** with continous call-interruptions, refusal to cancel our service and refusal to acknowledge account was never in auto-renewal eventhough they verified they could see no activity from last year. Therefore, we demand this complaint to serve as request of refund of $1,299.40 to our Credit Card which was charged unapproved!

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I canceled my zoom subscription on 4/8/24. I canceled after realizing I had been charged for several months for a second subscription that I never authorized. I received confirmation that my subscription was canceled and would end on 5/5/24. I was charged on 5/5/24 after my cancellation. I have called and emailed their customer support and even after providing them the email verifying my cancellation. They have refused to issue a refund. They sent another cancellation email stating my subscription was canceled and will end 6/5/24.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  LONG-TERM ISSUES WITH ZOOM - I own businesses that must rely on video communications to function. I lead many seminars and sessions online. I have been a Zoom customer for many years. Since 7/2023, I've had issues with getting Zoom to correct my acct status from free to paid (Pro) account. I've tried speaking to a spambot, tried contacting them directly, tried emailing (after I had to do deep dive searches on the internet given their contact info is pretty hidden from paying customers). None of this worked to resolve this issue .I received 1 response (last year) regarding my acct and was told that the payment did not go through, which was incorrect. That was in 7/2023 and the account I paid from had over 50K in it; therefore, the "didn't go through" didn't make sense. After searching my accounts and sending in pics, the issue was not resolved. Zoom stated they refunded the acct even though my Zoom acct screen showed "paid" in 7/2023. None of it made sense. I went ahead and submitted another payment months later given the portal is where I had all of my sessions housed and I didn't want to change all of the information on social media and Event Brite sites. I paid the additional fee (which I should not have done) and the system began allowing me to use my paid features. This morning, 5/14/2024, I was in a session with participants and 1/2 way through the session, the "you have 10 mins before the meeting ends) verbiage populated again! WHAT??? I had another 25 mins of content to present. I couldn't take questions and had to rush participants because the software was threatening to shut my session down in less than 10 mins. HOW EMBARASSING is this for a facilitator to continue to encounter??!!?? Ridiculous comes to mind.I want Zoom's CORPORATE OFFICERS to contact me today. They need to give me a free year of service given I've had this issue for nearly 11 mos now and have paid the same fees twice in one year for this Pro acct. This is unacceptable and embarrassing

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  May 1, 2024. I tried to renew my yearly **** subscription online. Subscription would expire on the 3rd of may **** website had the subscription for $149.00 if you paid in full. I added my new credit card online and could not click Pay Now. It would not let me Pay Now. May 3rd I got an email that my credit card was charged $160. May 6th I called **** and spoke with *********. He asked if I got the email with the price increase. I said Yes but told him about the incorrect website. This is Christians email to me today. **** is misleading customers and I should get a refund Hello *********,Thank you for contacting **** Billing!My sincerest apology for the delayed reply. We are currently experiencing a heavier-than-expected workload.Upon in deep review regarding concerning with your request. I apologize because we are unable to process refund. However We will make sure that getting this wrong price on our website will be updated. Rest assured that this won't happen again.Thank you for your patience.Best regards,Christian **** Billing Team 2024-05-07 00:07:23 PDT - ***************************** (C) Additional comments Hello *********,

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We are a small business. We were Zoom subscribers for few years. In March of 2023 Zoom increased number of user accounts without our authorization, which increased our annual subscription fee from $400 to $959.40. We disputed, **** refused to change it, so we paid full amount and requested cancelation at the end of subscription period in March 2024. In March 2024, though we requested cancelation previously, we were billed again $959. We disputed, removed the charges from credit card, Zoom agreed and sent us email advising us that issue is closed (excerpt from email attached). Since the charges were removed by credit card company, **** said no further actions are needed. Yes, they immediately re-billed our credit card $959.40 again.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased the Pro account for a long time but no longer needed to use it and wanted to stop paying for the service. In October 2023 I cancelled the Pro account and switched to a free version. In February ***************************** $2.49 for a ******************* I called to cancel this on April 22, 2024. It was very difficult to reach support (both phone and web chat). I spent over 1 hour trying to resolve the issue. The agent on the phone could only refund me the current month (April). The person on web chat said I was charged because it was an auto renew from last February (?) *********** and billing is incredibly deceitful. I believe the company is betting most people won't notice this add on charge and make money on the months they dont refund. If a customer wants to cancel their account new charges shouldn't show back up automatically. It makes me so angry that I spent almost 2 hours fighting for $7.49. It is a matter of principle and good business practices!

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We have attempting to cancel our monthly subscription service multiple times through multiple approaches, including the company's website, customer service, and now the Renewals Team and have faced nothing but roadblocks. When finally we were able to cancel the subscription, it was dated 6 months into the future after stating several times we wanted it ended prior to the next billing cycle. We have now been ignored for 7 days since pointing this out. We have notified our bank that any charges moving forward are fraudulent and will pursue action with the Massachusetts State ************************* of ******** Protection if further attempts are made to bill us.

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