My complaint:
I have contacted Zoom twice today 5th February. Prior to that, I had contacted Zoom the previous week before to enquire about the 1 month add on (large meeting – 500 participants) and when does it end. On the first occasion (before the 5th February), I was told that it will end on 11th February at midnight!. Based on this information, given TWICE, I then arranged a large meeting on Zoom to take place on 11th February at 8.00pm (UK Time). I called on 5th February to check the previous information given, I was then told by someone called (Fatima) that my account expires on 10th February. Then I called again on the same day (5th February) and was told by another customer service person (Ella), that my account expires at midnight on 11th February. During my first call on 5th February, I waited approx 15 minutes if not longer on hold. The customer service offered was very disappointing, not taking into consideration that 3-4 individuals have given different information regarding the above. Equally, the invoice and the billing information say two different things i.e. the invoice says the service period is to the 10th February, but the billing information on my zoom account says the large meeting purchased on 11th January expires on 11th February 2021.
Suggested solution:
I want Zoom to ensure that they honor my service for a large meeting until midnight 11th February as they stated on so many occasions as above. If they do not agree to this, then I wish to escalate this further, as their service description differs from what I as the customer see. If I cannot get any agreement in resolving this complaint, I do plan to raise this with the Communication Internet Services Adjudication Scheme
