ComplaintsforZoho

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a subscription to Zoho several years ago for a small project and ended up cancelling after about a year. A couple months ago, I was surprised by a $400 charge from Zoho. Not only did they decide to charge me, but they didn't even take the time to reinstate my subscription. When I go to log in, it says my account has been terminated. So clearly I was successful in cancelling, but they decided to charge me anyways.To make matters worse, I contacted their support team and after numerous emails and weeks of delays, they have informed me that I need to cancel my account and I am not due a refund.

  Business response

  09/12/2024

  Thank you for bringing this matter to our attention. We apologize for any confusion or inconvenience you experienced regarding your account.
  Upon investigating your case (Ticket Ref :*********), we found that the username (in**ore) you used does not correspond to any active account associated with your subscription. However, our records confirm that your subscription was indeed active at the time of the charges.

  To address your concerns, we have taken the following steps:
  Account Access: We have instructed you to log in using your primary email address (e***y.c****y@in***st***s.com )associated with the subscription to manage and cancel your account if needed.
  Subscription Cancellation and Refund: As per your request, we have successfully canceled your subscription and processed a full refund.
  We value your feedback and are committed to ensuring that such issues are resolved promptly. If you have any further questions or need additional assistance, please do not hesitate to contact us directly. We are here to help and ensure your complete satisfaction.
  Thank you for your understanding and patience.

  Best Regards,

  Ms.**********

  Senior Manager - Zoho Payments

  Zoho Corp

• Initial Complaint

  08/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Zoho's mass-email service, ZohoCreator, allows users to send promotional emails that are not compliant with Section 5(3)a of the CAN-SPAM Act of 2003, which reads as follows:COMMERCIAL ELECTRONIC MAIL.--(A) IN GENERAL.--It is unlawful for any person to initiate the transmission to a protected computer of a commercial electronic mail message that does not contain a functioning return electronic mail address or other Internet-based mechanism, clearly and conspicuously displayed, that-(i) a recipient may use to submit, in a manner specified in the message, a reply electronic mail message or other form of Internet-based communication requesting not to receive future commercial electronic mail messages from that sender at the electronic mail address where the message was received; and (ii) remains capable of receiving such messages or communications for no less than 30 days after the transmission of the original message.I have received multiple emails from what appear to be AI-generated email addresses sent via Zohocreator advertising senior discounts on a daily basis, these emails do not contain any form of unsubscribe link or any other method of contacting the sender, and the email addresses do not appear to be monitored.

  Business response

  08/29/2024

  Greetings from Zoho Creator Support!
  
  In regards to the email from Zoho Creator to check this further kindly share the below details. We will check and help you further.

  1. Snapshot the email with sender details.

  2. Message ID. To get the message ID kindly check in Original message.

  Have a great day!
  
  Regards,

  Zoho Creator Support.

   

  Customer response

  08/29/2024

  Complaint: 22208659
  
  Not a rejection, this is a response to provide more info.

  Attached is a screenshot of the messages I've been receiving. The email address is different each time but the message body is the same.

  The message ID is: <********************************************************************************************************************************************************************************************>

  Since I filed this complaint I have received two more identical mailings, except it seems as though the sender has gotten the message and added an unsubscribe link. That being said, unsolicited email campaigns like this often use their unsubscribe links as a way to catalog active addresses and often don't actually follow through with them, so I'd like to keep this complaint open until I can confirm whether or not it actually works.

  Regards,
  
  *************************

  Business response

  08/30/2024

  Hope you are doing well!

  Thank you for sharing details.

  We would like to inform you that we have checked at the back-end and blocked the user. 

  Regads,

  ********************** Creator Support.

  Customer response

  08/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you for helping with this. This helps not only me but also everyone else who's constantly assaulted by unending tides of spam.

  Regards,
  
  *************************

  Customer response

  09/05/2024

  Complaint: ********
  
  I am rejecting this response because:

  I'd like to reopen complaint ******** on the grounds that Zoho was dishonest. They did not resolve the issue as stated, I have been receiving an INCREASING amount of unwanted email from their servers and I'm considering escalating the issue to the *************************
  
  Regards,
  
  **** ********

  Business response

  10/02/2024

  Hello,
  
  Thank you for raising this concern here.
  
  Zoho Creator strictly upholds an Abuse Policy (****************************************************) and Anti-Spam Policy (**************************************************). It is exclusively designed for sending transactional emails and should not be utilized for marketing campaigns or promotional emails. Due to the absence of features like unsubscribe links or double opt-in, some users have attempted to misuse this. To tackle this issue, we actively monitor and block such activities. We have already taken steps to block the use of public domains for sending emails and will soon implement stringent regulations for authorized email addresses to further combat misuse.
  
  In the near future, sending emails will require domain authentication. Currently, we allow sending emails with ownership verified through an OTP. However, going forward, users must also authenticate their domain via DKIM and SPF, requiring access to their DNS. This change is aimed at preventing spammers from using public domains (Gmail, Yahoo, ********** etc.) or temporary email addresses, ensuring that only legitimate business domains can send emails.
  
  This update will effectively block bot- or AI-generated emails, primarily sent from public or temporary email addresses without proper domain authentication.
  
  Regards,
  ****** *******
  Zoho Customer Relations
  ***************************************************************

  Customer response

  10/03/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** ********

• Initial Complaint

  08/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am Zoho Mail subscriber for the past 3 or 4 years and was delighted to hear that they have opened a data center in ****** and that could transfer all my Zoho data in ******, as my business is in *******I asked for the migration from the US data center to the Canada data center on this week and it is still not finished. The migration was a mess, with almost no communication at all.The real problem began when my automation tools, notably Zapier, got disconnected. This is normal and was warned about it. However, I could not reconnect it my business is now at a standstill because of this. I reached out multiple times to Zoho asking about this connexion problem, the only thing I was told is to check with ******. My biggest concern is that nowhere in the migration process or in the whole website do they say that Zoho Mail does not work with Zapier with a ************* center.So I really hope this gets escalated and fixed. I cannot believe this is happening, I do not think I am the only Canadian with Zoho. I do not care about getting my money back or compensation, even though I stopped taking orders because of this, since almost everything is my business is automated so I can focus on my other ventures. I just want either that they fix the connexion problem between Zoho Mail or Zapier, or that they provide me with a custom solution that I could apply.

  Business response

  08/15/2024

  Greetings from Zoho Mail team.
  
  We are extremely sorry for the inconvenience caused. 
  
  Regarding the Zapier integration, the feature is currently in testing phase for CA DC and is expected to be live within 3 days. We will update you once the feature is live. Thank you for your understanding. 
  
  
  Feel free to write back to us for further assistance. 
  
  
  Regards,
  
  
  *********************

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of 2023, I transferred my domain name (ourbeancounter.com) and purchased 2 annual email subscriptions from Zoho. In May of 2024, I have an accounting client that switched to Zoho from QuickBooks Online. Afterwards, I inquired about a Zoho accountant partnership account and met with **** the accountant's group CSR with intentions of switching over two other QBO clients to Zoho. However, since my primary email account, ******************************** was already a user on my client's account, there was problems setting up a partnership account under that email address, even though after it was removed from my clients Zoho Books account. It was advised that I use another email address under the same domain. So I used my secondary email address ************************************* That resulted in the successful creation of a partnership Zoho One account. But to my dismay, my primary email address ******************************* was added to that account as a user, then deactivated because partnership accounts can have only one user..... which one is all that I needed. That caused a devistating affect of also deactivating my: *************************** email address which houses all of my important client communications. I contacted Zoho support concerning the deactivation of my main email account, which should be seperate from my Zoho one account as it was purchased seperately and not a user on any active ********************** One account. I was told that I had to purchase an additional Zoho One account for $1048 in order to get assess to my primary email account. This is dishonest business practices and thievery. I wish for Zoho to give back access to my primary email address (***************************), even if that means to delete the Zoho *************** account under my secondary email address. I will simply stay with QuickBooks Online and transfer my domain name and email addresses off of their servers.

  Business response

  06/21/2024

  Hello *********,
  
  Thank you for sharing what went wrong. I agree this could have been handled better. I had arranged for a callback from Deepak from our Partner Relations team, yesterday. I was told that everything has been addressed on calls yesterday and today. I would certainly like you to have a enjoy this relationship of being a Zoho Partner with us.
  
  Feel free to reach me at ********************************* if anything is out of order. 
  
  Regards, 
  ***************************
  Zoho Customer Relations

• Initial Complaint

  04/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello I am trying to dispute a charge with Zoho Corp. On April 7th my subscription was set to be cancelled. But I had realized a paid for a extra user license February 18th.. That had not been activated or used (It hadn't been used, not one single time.) Because my business partner ended up going through life altering changes. I thought when the user account was deactivated, like all my other users that I would be able to call Zoho and get reimbursed, because the circumstances where completely out of my hand and the purchase hadn't been used... Well Zoho first told me to reach out to payments confirming the downgrade and that I wanted my refund to go to my Zoho wallet and not back to my original payment method. Well when I did that on April 11th, the previous agent had actually gave me the wrong email, and I had to ****** the correct email. And every since agents have been telling me there's no way to get a refund and that I should have done this, that and the third... But I literally followed the instructions by Zoho and now my account is deactivated with no refund or assistance like my account rep asked if I needed! I've also attached screenshots of emailed conversations!

  Business response

  05/10/2024

  Hello ******!

  Thank you for reaching out regarding the dispute with your subscription. Upon reviewing your account, we want to clarify that when deactivating a license from your ********************** One bundle, a clear message is displayed stating that the license will not be downgraded upon deactivation of a user.
  
  After checking our logs, it's confirmed that the user in question was active, and unfortunately, our team is unable to process a refund in this case. We understand your frustration and apologize for any inconvenience caused.

  If you require further details, please feel free to email me directly at ************************************* Thank you for your understanding.
  
  Regards
  *****
  Customer Relations Evangelist

  Customer response

  05/12/2024

  Complaint: 21613811
  
  I am rejecting this response because: Zoho has yet to acknowledge my complaint, and the only reason they sent that response is because I made a payment right before, literally I made a payment the same day they responded to this complaint! And when  i call they tell me they will play the call back and never do! They won't even acknowledge the help my account manager offered! And I have 20 users in my account that are deactivated but I wasn't charged for them!

  The only reason I made a payment is because my systems had been down too long and I had customer information I couldn't access without my subscription being live.

  
  Regards,
  
  ***********************

  Business response

  05/20/2024

  Hi ******!
  
  We send multiple reminders before the renewal. If you had reached out to us earlier, we would have helped you downgrade the license. You did not downgrade the user and continued to use the license in the subsequent months. In such cases, a refund cannot be given as per our payment policies. Our team has informed you of this a couple of times.

  We are happy to join a meeting with you to explain the same. Please get in touch with your account manager, **********, for more details.

  Regards
  *****
  Customer Relations Evangelist

  
  

  Customer response

  05/20/2024

  Complaint: 21613811
  
  I'm declining this response because: Zoho had arranged a meeting with me at 1 pm in their time zone, a detail I overlooked until after joining the meeting. I promptly informed them of this oversight but have not received a response. Despite repeatedly reaching out, they have not addressed my needs or concerns, merely acknowledging receipt of my emails without providing substantive replies. The only response received was the initial meeting invitation; however, they have yet to reschedule or tackle the underlying issue. 
  Regards,
  
  ***********************

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We subscribed to a yearly plan with Zoho Campaign for sending emails to contacts who subscribed to our newsletter at our website. We paid nearly 1633 USD for the plan. In the beginning, things were good and there was no problem. But after a couple of weeks, Zoho blocked our account saying that some users filed complaints against our account. They suggested that we remove the existing contacts and re-upload them. We did as they suggested and after a few days, our account was unblocked. Then a few days later, our account was blocked again. They told us that we were filed complaints against once more but we have never received any message about the complaint from the user. ********************** was unwilling to give any details regarding the complaint, and we suspected that there was no complaint at all because as our contacts wouldn't have even known we used Zoho to send emails. Anyways, all the contacts we uploaded were opt-in contacts and they knew they would receive emails from us. If some of them changed their minds, they could just unsubscribe from the emails. We demand that our payment be refunded to us, minus the fee for the period we used Zoho.

  Business response

  04/23/2024

  
  Hello,
  
  This is ********************* from Zoho Campaigns - Email Deliverability Team.
  
  Greetings from Zoho Corporation, hope this email finds you well.
  
  Thanks for notifying this concern.
  
  This account has received multiple spam trap complaints in the past days, auto warning emails were sent to customer multiple times ( 7 emails).
  After 7 warning emails account was blocked for spam trap hit on 14 March 2024. Based on list cleaning activities account was unblocked on 7 April 2024. But there were no changes in email sending practices as promised by customer. Another warning email was triggered on 14 April 2024.?Also we have received direct abuse complaints from few recipients who received emails from this customer, hence the account was blocked on 15 April 2024.
  Reason to block the account:
  There would be direct impact for other good users who are associated in the same IP group, as there are no changes in sending practices so the account has been temporarily blocked. 
  
  To unblock temporary freeze - customer has to make changes in the list of contacts and also change sending practices.
  
  In order to discuss refund related queries, kindly advise customer to reach out ******************************************************************************.
  
  Also get back to me for any clarifications.

  Customer response

  04/23/2024

  Complaint: 21591581
  
  I am rejecting this response because: I asked the person from Zoho CustomerSuccess Team about how much will be refunded, but I haven't received any response from him since I asked the question almost 3 days ago.
  
  Regards,
  
  *************************

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thsi is in regards to my account ************************************* I would like IMAP unlocked for my account. I am a legacy account holder and I used to have it. I refuse to pay for this feature that I used to have for free. Since I did not create my account recently, I am entitled to this feature.

  Business response

  05/01/2024

  Hello *******!
  
  Regarding your recent concern about the lack of IMAP access, we've reviewed your account history. Initially, you signed up for a personal account under *************************************** which would have had POP/IMAP access. Subsequently, it appears that "Email Hosting" was activated, converting it to an organization account under the Forever Free plan.
  
  Please note that IMAP access is not included in the Forever Free plan and is only available with our paid plans.
  
  To address this, you have two options:
  
  1. Revert the organization back to a personal account, which will restore POP/IMAP access.To delete the organization:
  
  *****************************************************************************
  
  2. If you prefer to keep the organization account, you can subscribe to one of our paid plans to access IMAP. You can find more information on this in our help documentation:
  
  **************************************************************************************
  
  Please reply to the email we sent you if you need any further help. 
  
  Regards
  *****
  Customer Relations Evangelist
  
  

  Customer response

  05/01/2024

  Complaint: 21572723
  
  I am rejecting this response because: I followed the instructions in the answer. I closed the organization and reverted my account back to a personal account. I checked the settings and I still DO NOT have the option to use POP/IMAP. It is still behind a paywall. Please fix this.
  
  Regards,
  
  *******************************

  Business response

  05/13/2024

  Hello *******!
  
  We have checked this and made the necessary changes to your email account *************************************** and you should now be able to access it via POP/IMAP. Please feel free to reach out if you have any further concerns.
  
  Regards
  *****
  Customer Relations Evangelist

• Initial Complaint

  04/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I am the owner of an accounting firm and I had a former client who added me to his company's account with this service provider. Since I am no longer working with this client I want my access to his account removed. The software provider is refusing to do so without the permission of my former client who I have not been in contact with for several years. I have explained this situation to them several times and made several attempts to disassociate my username with that client's account and they refuse to assist.

  Business response

  04/12/2024

  Hello Team,
  
  We have received an email to disassociate the account ******************************* from an existing organization. In such cases, we require validation to proceed. We have shared the below information to proceed with closure.
  
  1. An email from the current super admin a***h.g***ge@bi****nsu*****.n*t.
  
  [or]
  
  2. Login to your domain management page for 'inspiredvision.tax (Name server - GoDaddy.com)' and create a *** record with the following details,Name as 'ZAC1196' (or leave it blank)
  Value points to domain.zoho.com
  Set TTL to 1 hour (refer this link for detailed steps)

  Please provide us the screenshot of the page where you have updated the *** in your DNS zone file page, such that the *** and domain name is visible.
  
  As the user was not ready to share the above, we had a discussion with our legal team and requested user to share domain validation (associated to their email address) and currently awaiting for a response from them.

  Customer response

  04/12/2024

  Complaint: 21505443
  
  I am rejecting this response because: I am no longer in contact with my former client (ended on bad terms) and I am refusing to share any information about my domain with them (not to mention I wouldn't even know where to begin to get this information)
  
  Regards,
  
  ***********************

  Business response

  04/22/2024

  Hello ***,
  
  I understand this is difficult situation. However, I hope the outcome is better. Our Accounts Team has liaised with our Legal team and have disassociated your email address from the older account. Please refer attached screenshot. I would like to welcome you to use our services and hope that we start on a fresh note.
  
  Regards,
  ***************************
  Zoho Customer Reations

  Customer response

  04/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In an attempt to get assistance with my computer an associate from Zoho or someone impersonating the company obtained information and access remotely to my computer. They then obtained access to a Venmo account of mine and without approval/permission they transferred $921.59 into their own online high yield savings account.

  Business response

  04/22/2024

  Dear ****, 
  
  It is truly unfortunate that you had this experience.
  
  We make 50+ apps for different business needs. One of them allows our customers to take access of computers remotely. A lot of IT technicians use this every day for helping customers genuinely. However, the onus lies on the end user to ensure that they are giving access to the right person and not someone pretending to be someone else. We display this as prominent warning on the screen as well at your end before you allow them to gain access. You can report them to our Abuse team at ************************************* However, this act of scam is not directly an action from someone at Zoho and hence does not make us liable to it.
  
  Regards,
  ***************************
  Zoho ****************

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally request a refund in the amount of $30 for the premature cancellation of my two 1-year email accounts, which I had purchased from Zoho. Despite having agreed to a 1-year service term for these accounts, my access was revoked merely two weeks into the service period, effectively denying me the use of the service for the remaining approximately 11.5 months.The reason provided for this suspension was an alleged violation of your Business Usage Policy, specifically pertaining to the sending of what has been determined by Zoho as an excessive number of automated emails. It has come to my attention that this policy, which served as the basis for the suspension of my accounts, is not readily accessible or adequately highlighted during the onboarding process, thereby obscuring its importance and potential implications on the use of your service.Furthermore, I was given no prior warning before my access was terminated, nor was there an opportunity presented to rectify the situation. This abrupt action by Zoho has left me without the services for which I had paid, without just cause or a fair process.In light of these circumstances, and considering that Zoho has chosen not to reinstate my account based on a policy that was not made clear at the time of purchase, I find it only fair to request a full refund of my payment. The denial of a refund under these conditions seems unreasonable, particularly given the lack of transparency and communication from Zoho regarding the policy in question.I kindly ask that Zoho processes a refund of $30 to my debit card as compensation for the unused portion of the service term. I believe this to be a reasonable request given the circumstances leading to the cancellation of my service.Thanks Subscription ID *****************

  Business response

  03/25/2024

  Dear ***,
  
  We heard your concerns and taking the necessary action.
  
  We have provided the refund for your account. This is an exception to our Terms of Service. But, you raised some good points which we will consider about increasing the visibility of the *** and that the scope to take corrective action. We will work on those aspects.
  
  Regards,
  ***************************
  Zoho ****************

*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. ↩