ComplaintsforZoom Video Communications, Inc.
Video Conferences
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Complaint Details
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Initial Complaint
05/07/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
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
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
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.Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We were charged by Zoom $175.99 for a service we don't use. **** charged us for a subscription through my wife's phone through her ****** Play store on her phone. We don't need or use this service and have been in contact with Zoom via phone and email. The original rep I contacted was supposed to have a supervisor contact me, but that has not happened. I uploaded the requested information to them showing where it came out of our bank account. We don't need or want this service or "subscription" and have been asking for a refund for almost 3 weeks now. I will also be filing a complaint against ******. We are just trying to have this amount refunded back to our account.Initial Complaint
04/16/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
To whom it may concern,I am writing to request assistance in a pressing matter related to **** video communication. Our company has been a subscriber to **** services for quite some time, but we attempted to reduce the number of licenses we had with them in January 2024. This attempt was not honored, so we proceeded to request service cancellation in February 2024. We are presently still attempting to cancel. We have already implemented other alternatives to **** within our organization. However, we have encountered several issues while trying to cancel our subscription. As we attempt to cancel our services, the company continues to bill us for them. Currently, **** is billing our company $346.50 per month, and considering that they have been doing so for the past three months, they have billed us for $1039.50 worth of invoices that we, as a customer, should not have paid for. This is a significant financial burden for our company. I want to reiterate my request for your urgent assistance in dealing with a company that refuses to honor a customer's request to cancel their services. The company's practice of retaining customers against their will is malicious and exposes them to unwanted billing. If a customer has requested to cancel their services, it should be implicit that the company providing them no longer has consent to continue billing them. While I understand that they have a specific process for cancellation, this process is designed to create monetary gains for their company at the customer's expense. Please look into this matter and help us resolve it immediately. If further information is required I have a detailed timeline of the exchanges and events that have taken place between **** and the company.Initial Complaint
04/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We have been attempting to cancel our service with Zoom since October of 2023. We have sent emails and we have spoken with various representatives from Zoom, however we have not our service cancelled, and we continued to be billed monthly. We would like for our service to be stopped and for our payments to be returned ASAP.Initial Complaint
04/02/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
People in the meeting can't see the zoom chat. It's enabled on our end.Initial Complaint
03/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Company was zoom *********** charged my debit card without my consent do know how they got it $44.58 want it refunded tried to deal with them first no luck so called my bank and you people thanksInitial Complaint
03/28/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On or about February 8, 2024, I upgraded my Zoom account from basic free to monthly at a cost of $16.70 month. I was not able to locate or access the upgraded account at the time of the upgrade, and not since then. Consequently, I have not used it. At the time of my upgrade, I did not receive anything from Zoom telling me how to download/access the new account and was left to my own to figure it out. Initially, I thought it would be an upgrade of my existing account, but not so. Then I thought it would be as easy as downloading the basic Zoom account. Not so.A few days after the initial upgrade, I began contacting Zoom about this issue through its online "contact us" form. When I did not receive a response, I began an email dialogue with Zoom on February 27. The email communication has been ongoing since then and as of today, the issue is not resolved. Yet despite my informing Zoom that I could not access my account, and in the middle on the email back and forth, Zoom billed me for a second month of upgrade that I cannot use.On March 24 (yesterday), I received an email informing that I would receive a call today. I did not receive a call. The entire customer service experience with Zoom has been an incredible waste of time. And, to say the least, very frustrating.
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Customer Complaints Summary
174 total complaints in the last 3 years.
80 complaints closed in the last 12 months.