When I signed up for Zoom One Pro, it was priced at CAD150. As with most subscriptions, it's expected that the same fee would be applied at renewal. Should the price change for whatever reason, it's reasonable to expect the company to advise me of the price change.Not the case with Zoom. A couple of days ago, I got an alert that ~CAD250 was charged to my credit card by Zoom. I was well-aware that renewal was right around the corner and I was expecting the same fee of CAD150/year to be applied because last I checked on Zoom, the renewal amount of CAD150 hadn't changed, neither did I receive any calls, emails or messages from Zoom informing me of any changes i.e. zero correspondence.Puzzled, I checked my subscription details again on the Zoom account billing and management section and saw that the renewal amount of CAD150 remained unchanged. It also showed that I didn't purchase any add-ons nor did anything that would incur additional charges.So, clearly, there must have been a mistake and I was overcharged. I took a screenshot of the renewal amount and immediately wrote to Zoom Support detailing what I thought was a mistake, attaching the invoice, and the estimate, and requested for a refund for the difference.4 days later and I still haven't heard back. So, I went back to the Zoom support page. I was clicking around to see if i missed any updates when I was navigated back to my Zoom Account page where, to my shock, the subscription renewal amount now shows CAD250/year. Whaaaaat?What company publishes an estimate for one amount, charges another, much higher, amount, and then changes the initial estimate to match what it charged? All this without informing the customer nor seeking consent?This is wrong and unfair on so many levels:1. I didn't receive a renewal notice nor any communications for that matter from Zoom informing me of a renewal, not to mention that I'll be charged price change. On this note, it says on the Federal Trade Commission website that "Before a company can auto-renew your subscription, it has to send you a renewal notice."2. At the same time my credit card was charged ~CAD250, the renewal amount shown on the Zoom account page was also clearly shown as CAD150. However, today the renewal amount had changed to CAD250/year, after I had written in. And we're not talking about a small increase, it increased by almost 70% more than what was quoted by Zoom no less.3. The support in Zoom "support" is almost a punchline. You either never hear back despite all the bla bla about "excellent" customer service. Or you hear back and it's usually never their fault, it's always yours. Regardless, end result = nothing resolved. Plus, I contacted them regarding a billing issue and at the time of this post (5 days later) - I still haven't heard back. The priority level assigned to my concern was "4 - Low", which is disappointing to say the least. In my experience being a customer of so many businesses, billing issues are prioritized as urgent, as it should. This is pretty poor customer experience. I've been a Zoom customer a long time now. Not once have I had a minimal satisfactory experience with their customer service.So, why am I still with Zoom? Well, good question.. Cos despite their abysmal customer service, it's above all, a good teleconferencing service. Is it the best? No. But it's not a distant 2nd or 3rd best. And Zoom works well for my needs. But after this episode (and some other major incidents before) - I don't know how much more of it I can tolerate.
