Cancelling products and accounts

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61 Comments

  • Xiryll Matthew De Guzman

    All we wanted to do was to cancel our Zendesk account as we are not using it. We paid $3,780.00 in total for the first year and we barely utilized it as it is not meant for our business. I canceled the account on April 14, 2022, to avoid getting charged. But today April 16, 2022, Zendesk charged the card on file without our consent. All I want is to get out of Zendesk and get our money back which is $3,780.00. The customer service team is hard to reach and no one is responding to our tickets. Please we just want to get rid of Zendesk.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Xiryll,
     
    Thanks for bringing this to our attention! I'm going to create a ticket on your behalf so we can take a look at your account and confirm why exactly you were charged.
     
    You'll receive an email shortly stating your ticket has been created. 
     
    Cheers!
    -1
  • Steff

    I've been trying to cancel one of our Zendesk accounts for over a month now, and all that's happened is a game of hot potato: Account Executive telling me to contact Support and Support referring me to Account Executive. Nothing has been done and it's time for renewal. I've also tried sending a separate Support request in and today I got the satisfaction survey for it even though it has not been responded to.

    Are you doing this on purpose to cause maximum hassle for us? It's such a shame to be treated this way after we chose your service around four years ago. Back then, you seem to have cared a lot more about helping us out. 

    By the way, this article is obsolete, there is no Cancel button anywhere.


    7.7.22 UPDATE: After I posted this comment, Zendesk lost no time in contacting me and even phoned me, which I appreciate, so thank you Brett and Rosa. The whole thing was resolved in a few hours. What I do not appreciate is that I had to kick up a fuss publicly before this was handled. Please do better, Zendesk. Thanks again.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Steff,

    Thanks so much for bringing this to our attention and I do apologize for the delay.

    I reached out to your account manager and they will follow up with you asap.
     
    Let me know if there's anything else I can help with in the meantime. 
    0
  • Aurélie Orthographiq

    Au moment de souscrire, j'ai demandé s'il y avait un préavis si je souhaitais supprimer mon compte et on m'a assuré qu'il n'y en avait pas et que je pouvais résilier mon abonnement au cours d'un cycle. 

    Je veux supprimer mon compte, mais je n'ai pas les boutons indiqués dans cet article 

    Par ailleurs, lorsque je contacte le chat, on m'indique à chaque fois que je serai à nouveau prélevée à la fin du mois, car il y a un préavis de 30 jours. 
    J'ai contacté le Support plusieurs fois ces 10 derniers jours et personne ne me répond concernant ce préavis dont j'apprends l'existence alors qu'on m'avait assuré qu'il n'y en aurait pas. Je souhaite supprimer mon compte immédiatement, sans payer un mois supplémentaire.

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  • Andre Olmos

    I am having a similar issue to post above with not being able to cancel my subscription services . I have sent numerous tickets to the support team with no response! This is very frustrating that this big of an organization does not have an easy way to cancel my subscriptions.

    Please help with cancelling my subscriptions as I do not use the services anymore and my account does not show the option to cancel my services in any admin center.

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  • help me

     

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  • Amelia valecillos

    Tengo un mes con este problema hay que formalizar una denuncia 

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  • Sam

    It's extremely frustrating to have to reach out on a help doc to actually get someone to notice. As others have mentioned above, I've been trying to cancel our Zendesk account and can not get anyone to respond. The "chat team" won't cancel it, my "Account Manager" has been MIA since we signed up. Now to top it all, we've been charged for another month when I've been trying to cancel for the last two weeks. Can someone please just cancel our account and refund us? 

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  • Tuyen Local

    hola buenos dias, queremos cancelar una cuenta de zopim chat y no nos deja, no podemos ni ingresar, hace mas de 1 año que no lo usamos y nos siguen cobrando.  Preciso ayuda, es una estafa esto

     

    gracias

     

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  • Anita hintz

    I am running into issues, trying to cancel my account but am not getting a response from anyone. No one seems able or willing to help. 

    I followed the instructions but there is no option to cancel within my account. Please reach out ASAP.


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  • Brett Bowser
    Zendesk Community Manager
    Hey Anita,
     
    I was able to track down and bump the priority of your ticket you have open with our Sales team. They will follow up with you as soon as possible.
     
    Thanks for bringing this to our attention!
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  • Trystan Snyder

    Similar issue cancelling here, been trying to get a response and have received radio silence until today I was informed about the 30 day window and 'potential fees'

     

    Nothing from our rep and every avenue in the portal redirects to a seemingly non-existent support team. 

     

    Sales is the only department picking up tickets. 

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  • Dave Dyson
    Zendesk Community Manager
    Hi Trystan, I'm sorry to hear you had a difficult time getting this worked out -- it looks like since you posted this, we were able to grant your request.
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  • Support
    We requested to add the chat feature to our account.  After signed the document, Zendesk installed the Chat subscription to the wrong subdomain account.  And we submitted the tickets to request for transferring the chat feature to correct subdomain account for 3 weeks, but it still not happen.
    The Zendesk sent the request to our sales contact, but we still haven't had the solution for the issue.  Please advise asap.
     
    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Support,

    Thanks for bringing this to our attention! I've reached out internally and bumped the priority of your ticket so we can get someone to follow up with you sooner.
     
    You should hear back from someone shortly but do let us know if you still haven't received a response.
     
    Cheers!
    0
  • Support

    Hi, Brett:

    We still haven't received any response.  The chat feature has been assigned to incorrect subdomain account for more than 3 weeks.  Can we have a phone number to call to solve the issue asap?   

    Thank you.
     
    0
  • Brett Bowser
    Zendesk Community Manager
    Hey Support,

    I reached out to your AE and it looks like they followed up with you via email.
     
    Let me know if you have any other questions!
    0
  • Andre Olmos

    Hello,

    I need help cancelling my subscription. I got in contact with your support team and they stated my case would be escalated to AE. However, I have not heard a response from them in the last two weeks. Please help me get in contact with someone, I have been getting billed for like last 6 months for a service my company does not need.

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  • Dave Dyson
    Zendesk Community Manager
    Hi Andre, I'll ping your account exec -- thanks for your patience, and sorry about the wait!
    1
  • Andre Olmos

    Thank you Dave.

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  • Carla Casimiro

    Olá eu não estou a conseguir fazer o cancelamento, . Tá complicado. Please help me to cancel my subscription

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  • Carla Casimiro

    I need help cancelling my subscription. I got in contact with your support team and they stated my case would be escalated to AE. However, I have not heard a response from them in the last two weeks. Please help me get in contact with someone, I have been getting billed for like last 6 months for a service my company does not need.

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  • Brett Bowser
    Zendesk Community Manager
    Hey Carla,

    I was able to track down your ticket and it looks like one of our agents responded with instructions on how to cancel your Chat account. It looks like you're on a self-service account so the owner of your Chat account should be able to cancel on their end. I hope this helps point you in the right direction.
     
    If you do run into any issues please let us know!
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  • Carla Casimiro

    Please help me

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  • Shimadzu Customer Service

    I want to downgrade my plan!

    There was no notification and updates and the renewal of my subscription! Not to mention there was a price increase! I am appalled by this and I have been asking for 2 weeks to downgrade my plan since the day I received the renewal invoice but nobody has resolve this other than your customer support people keep rerouting the ticket and using "copy and paste" templates!

    I will not be paying as I was not notified of the renewal and the price increase!

     

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  • Brett Bowser
    Zendesk Community Manager
    Hey Shimadzu,
     
    Sorry to hear you're experiencing issues with your account. I'll do what I can to help on my end of course but these types of issues typically need to be handled internally by our Finance team.
     
    I was able to take a look at your account and your Finance team currently has your ticket assigned over to them.
     
    They will follow up with you as soon as they can to get you all taken care of.
     
    Thanks for bringing this to our attention!
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  • Shimadzu Customer Service

    Hi Brett,

    As of today 4th Nov, the situation has remained the same as it was 3 weeks ago when I first raised this issue. 

    I need to speak to someone who can do something about it instead of just replying me the standard typical customer service templates.

    This is very frustrating and disappointing.

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  • Shimadzu Customer Service

    It is 8th Nov. No one from Zendesk has contacted me and the issue has been pending since more than 3 weeks ago.

    All is required is to downgrade my plan and update the invoice accordingly.

    By dragging this you are delaying everything else such as the correct payment.

    This is very frustrating and disappointing coming from a company like Zendesk.

     

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  • Lee Wilkinson

    How do we cancel support

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