ComplaintsforZoom Video Communications, Inc.
Video Conferences
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Complaint Details
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Initial Complaint
12/27/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I'm unable to go into my paid Zoom account using my USER ID and Password. Attempts to reset have not worked. Now I'm paying monthly for nothing. There doesn't seem to be anyway to talk to one of the Zoom representatives.Business response
01/24/2022
Consumer Response /* (2000, 8, 2022/01/24) */ This complaint has been resolved. Thanks for your help.Initial Complaint
12/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I do not know why Zoom hates my computer and camera. I am constantly having problems with the video or audio that I have to get a technician to look at to fix. This problems are the the typically problems that the videos on the internet fix. I can not just go into settings and fix this problems. This is impacting my ability to find work and conduct meetings.Initial Complaint
12/17/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I just realized I have been being overcharged for my Zoom account. I have needed the 1 account since Covid started. When looking over my credit card recently I see Zoom for some reason raised my account to 10 users! It went from ****** to ****** a month in July. We can not get thru on the phone number provided for Zoom, on hold for 2 hours. So I have emailed and asked for a refund, nothing. This is fraudulent behavior, clearly they can see my usage as 1 user. We never signed up for this. I just want a refund of unused account charges, 9 to be exact for 6 months totaling ********** I will be filing fraud paperwork with my bank as well if they can not fix this. account #XXXXXXXXX Under email *************************Initial Complaint
11/24/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
10/14 card purchase over phone Zoom Trip # 1 ************ $18.01 Same day 10/14 Zoom Trip to*************a $15.00 I've never used this never authorized charges, I'm 67 years old disabled and have been extremely sick in hospital- I didn't have use of cell even. I have never given out my info nor ever authorized anyone to use my info. I have reason to believe they have charged more than this. I'm waiting on bank statements now. Please help me. This is elderly abuse stealing what little SS I get.Initial Complaint
11/23/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On 11/16/2021 my bank account was debited $******** for a Zoom account that I never opened or authorized. Zoom was made aware of the issue since 11/17/2021 but still refuses to process a refund to my account due to an ongoing investigation. Initially they told me I would be refunded within 48-72 hours and it is now 11/23/2021 and I have yet to receive a refund after multiple phone calls and e-mails. As a result I have been hit with negative fees from my bank due to the charge causing me to go negative.Initial Complaint
11/17/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
The mute button on zoom.us does not work. On my end it shows that the sound is muted by demonstrating a slah on the mic icon and it says "mute". However, the other people who are present on the zoom conference can still hear me speak if I am discussing something privately I do not want them to hear. This happened twice. I want zoom to make the public aware of this glitch because many parents like me utilize zoom for their children education and educational related services and we may place the device on mute to discuss something privately or to take a private phone call. Meanwhile everyone else present on the zoom meeting can hear this information. Also Zoom needs to inform others when the host has complete control of the participants mic and it should be our choice to continue to participate or not. Otherwise it is an evasion of privacy and provides zoom users a false sense of security and privacy. This occurred before. At first I was surprised and thought it was a random glitch. I contacted zoom and was instructed to reinstall the app. I did. The problem happened again then I was unable to reach a live representative so I am reaching out to BBB for assistance. Both times there was no disclaimer or notice that appeared to inform me that the host can unmute me anytime or still have access to hear what I am saying while on my side it shows I am muted. I want a written apology and acknowledgment that they will repair this glitch in their system or provide public notification for all participates to view informing them when the host has the option to unmute another users mic. And clear symbols showing when the participant's actual mis is unmuted. Also this leads me to ask if someone has access to listen to someone else's mic even while they are not actuarially utilizing the zoom app at that moment? Please assist. Thank you.Initial Complaint
11/11/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I had an account with Zoom that provided me with unlimited service and I paid one annual fee, yet on Sept 27, 2001 Zoom charged me $403.23 out of the blue through 4 different charges ($200, $100, $100 and $3.23). My incorrect payments came form ******, and I opened a dispute with ****** as well. - See attached Pics 1-6 Later that same day (Sep 27th) I reached out to Zoom customer service to figure out why I was incorrectly charged these extra amounts and was told my situation was getting escalated. I ended up getting a response from Zoom saying they cancelled the "audio plan" and I shouldn't be billed those extra charges, and ****** will be giving me a refund. - See attached Pic 7 Unfortunately the timing of everything didn't work in my favor because my opened dispute closed at ****** before Zoom could tell ****** to give me the refund. So the situation was Zoom made the mistake and told ****** to refund me, just AFTER ****** closed the dispute and said the Zoom charges were correct....even though Zoom said they were not correct. - See Pic 8 I told Zoom that ****** didn't give me the refund, and Zoom said they would pay me my refund directly, but they needed me to add a credit card to my account on file since they couldn't refund me through ******. - See Pic 9 I did as Zoom said and uploaded a credit card, but Zoom still hasn't paid me back even though I followed their instructions. I reached out to them again to ask why they haven't paid me my refund, even though I did what they asked, and they simply said they're escalating my situation again?!?! In the meantime they're charging me again, and sending me emails saying my situation has been solved....but it hasn't been solved at all! - See Pic 10, 11 & 12 I need Zoom to give me my refund because they incorrectly charged me for services I did not use or request. My Zoom ID is: #********, #******** and #******** if this helps.Initial Complaint
11/07/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On August 15, 2021, I attempted to cancel my paid Zoom account subscription because I no longer needed the features of a paid account. The free version was adequate. I attempted to cancel my paid account in the billing section of my account. It asked my to select from a menu of options to explain why I wished to cancel. I chose the most accurate reason (Features in the Basic Free Plan are sufficient), and clicked Continue. Then an error message came up that said "Something went wrong. Please refresh this page". Refreshing page just took me back to the main billing page. I attempted this process multiple times, to no avail. Each time I would get the same error message. Researching the help section directed me to the same procedure, which was not working. Frustrated, I went to my PayPal account, and cancelled automatic payment to my Zoom account. This worked (on PayPal's end), and my payments to Zoom stopped. However, this did not cancel the account with Zoom, it just resulted in them billing me and sending me past due notices on my account. I fought with them via email for a couple weeks, again, to no avail. I eventually paid the amount owed to Zoom, and resumed my account in good standing. Now I am trying again to cancel my subscription but I am getting the same error message and cannot cancel the subscription. I sent an email to: ****************, explaining the problem, and asked them again to please cancel my paid subscription. I feel they owe me 3-months of payments but I would be happy for just 1-month refund and the subscription finally cancelled.Initial Complaint
11/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I signed up for a higher level of zoom last year beyond the basic package, my employer was to reimburse me. I no longer work for this employer I do not use zoom beyond the basic level. I never ever saw a disclosure anywhere that this was a reoccurring charge. I do not use the zoom service that has the $149.00 charge, I do not host meetings using zoom. I was charged this amount on my credit card, I attempted to contact zoom on several occasions, I attempted to turn off the service, and the best I could do is to stop the charge for next year. I do not want this service, did not know there was a reoccurring charge, tried to email and call zoom, even the email did not go through and I sat on hold forever and finally hung up. I do not want this service, I am financially strapped and zoom refused to reverse the charge with my credit card company even though all of the above was stated to them.Initial Complaint
10/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I had a pro zoom account ($15/mo) that I suddenly couldn't log into. That day I noticed a charge from zoom for more than ***** on my credit card. I immediately disputed the charge and contacted zoom billing/customer service. I exchanged several emails with a zoom representative and was told my claim was being "escalated" but now it's been a month since I've heard from them despite trying to follow up. The charge has not been resolved.Business response
07/14/2022
Consumer Response /* (2000, 9, 2021/11/08) */ RESOLVED
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Customer Complaints Summary
171 total complaints in the last 3 years.
73 complaints closed in the last 12 months.