Zoom Continues to Bill Customers After They Cancel Their Subs, Says Class Action

Zoom fails to cancel the subscription plans of customers who cancel their paid monthly accounts, said a Tuesday class action (docket 5:23-mc-80271) in U.S. District Court for Northern California in San Jose.

The videoconferencing company continues to charge consumers “unwanted monthly fees even after they attempt to cancel their membership,” in violation of state automatic renewal laws, alleged the complaint. Zoom engages in “a pattern and practice of exploiting its members by continuing to charge them monthly fees, without consumers’ consent, after they have canceled their memberships,” the complaint alleges.

Jupiter, Florida, resident Fernanda Warren bought Standard Pro Monthly and Whiteboard subscriptions from Zoom in May 2022, said the complaint. She cancelled both the next month via Zoom’s online web portal. She was then billed for another month of service, despite having canceled the subscriptions, it said.

Zoom is aware its membership cancellation scheme “deceives consumers,” alleged the complaint, saying “hundreds” of Zoom paid subscribers have complained of the company’s failure to honor subscription cancellations. Warren documented reports from an online Zoom community board describing customers’ attempts to cancel subscriptions using Zoom's instructions for cancellation, only to find they had been billed again. Several users described canceling a subscription twice but still being charged. One user said Zoom refused to provide a refund “for the 5 months’ subscription they illegally took from my account.” Another user had to go through their bank to cancel a payment after repeated, unsuccessful attempts to cancel via the Zoom website.

Warren’s class action asserts violations of California’s Unfair Competition Law, Consumer Legal Remedies Act, Florida’s Automatic Renewal Law and Deceptive and Unfair Trade Practices Act, plus false and misleading advertising and unjust enrichment. She seeks restitution of all amounts “improperly paid” to Zoom by plaintiffs and class members; actual and statutory damages; pre- and post-judgment interest; declaratory and injunctive relief; and attorneys’ fees and costs. Zoom didn't comment.