ComplaintsforZoom Video Communications, Inc.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We have a zoom account with 5 too many zoom licenses, 5 too many phone licenses, and a subscription to webinars that we dont need. We could not downgrade this directly in our account, when we tried we were directed to call a number. When we called that number we were told they cant handle it, a different department handles that. We are were also told *************** does not have a phone number (seriously). However, the person in the call center told us they would put in a ticket. We got an email confirming the ticket. Days and days go by. When we clicked the link to check the status of the ticket it goes to a generic webpage. There is no way to identify or check the ticket from within the account. We called again to get a status on the ticket and again were told it was a special account that was created by a salesman so they could not handle it. They will escalate the ticket (same thing they always say last week) but cannot give the status. I cannot call that special department. In the meantime they continue to charge us.

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I signed a 12 month contract with Zoom effective August 19, 2023. The contract will renew for Augist 19, 2024 for at least $3998.Under the Zoom terms of service (********************************* section 14.1) I must cancel the renewal "at least thirty (30) calendar days prior to the commencement of the next Renewal Term". It is at least 30 days before the renewal.8 days ago I filed, using their official process, a request to cancel the renewal. It has not been honored, and the renewal has not been cancelled.Their representative so far refuses to cancel the renewal, claiming things like "the computer won't accept it", and it's "not within the 30 days".Right now, they are claiming they will take my credit card off so that the payment will not be automatic. However, that does not cancel the renewal, and will leave me liable for the renewal and the payments for the forthcoming 12 months.All I want is to have the renewal cancelled. I am doing it within the time I am allowed to do so.Please help by getting them to execute the cancellation of the renewal.I am not seeking a refund or any other compensation, just the cancellation of the renewal of the service.

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On Monday, July 10 around 9:30am I tried to contact Zoom to cancel my Zoom subscription and delete my account. This company makes it nearly impossible to cancel a subscription and to cancel an account if you no longer have access to your email address. Their phone line does not work if you do not have a billing code. Their customer service bot does not connect you with a contact person. It is nearly impossible to find their contact chat support online, and even then they will not help you if you do not have another email address. When I finally did get connected with somebody via chat, they ended the conversation on me without cancelling my account and I could not figure out how to reconnect with another person.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have tried for over 6 months to get Zoom to cancel my subscription, and they have passed tickets back and forth, ignored requests, etc. for months. They have now charged $3,364.32 to my credit card for a renewal of 17 licenses that I requested to cancel as far back as November 2023. I again requested cancellation in early May, prior to the documented renewal date (6/3/2024), and followed up several times for acknowledgment. This is unacceptable and I can't believe that a company like this can be allowed to treat its customers so poorly.

• 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

*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. ↩