We are being overbilled by Zoho and they refuse to correct it

We are being overbilled for CRM Ultimate Add-on. Zoho has acknowledged that they know this, but refuses to address and issue billing credits for the amounts we have been overpaying.

Our company has been downsizing (unfortunately) and in the past 3 months we have gone from 12 users to 3. We have reduced the number of users in Zoho One to 3, yet we are still being charged each month for 12 users. Since October, we have been in constant communication with Zoho about this. They have acknowledged that we have been overbilled and have said that we will be refunded and next month we will be billed for the correct amount. Yet each month they are billing us for 12 users. This needs to be resolved. This was the last response they sent us in November. We responded saying we were billed for 12 in December and they have not responded yet.

Hello Joe,

Greetings From Zoho One.

Thank you for writing back.

In regards with your request for refund for the November month charge, we are forwarding the request to our payments team for further assistance.

Additionally in regards with your query on the CRM ultimate showing 12 still in the store, Please be informed that the changes that has been made will show for you once your renewal is done.

We look forward for your response, Feel free to get back to us for further questions or queries.

We have been overbilled for October, November and December now and each time we bring this to their attention we get a response similar to this and then nothing is done, and we are billed the same next month. I did not want to post this publicly, but Zoho seems to be refusing to help, or losing/ignoring our complaint, and posting this publicly seems to be our only option before just outright cancelling the credit card (which is not a good option since we still rely on Zoho).

Here was their response in regard to the November overbilling:

Hello Team,

Greetings From Zoho One.

We are writing this mail in regards with your issue with CRM ultimate add on.

Upon checking during the provided timeframe we have received activation call from service, and hence there is a change in the addon count, upon checking

with our developers the Add on count mismatch has been corrected, from the Backend and for the charges having Only 5 CRM Ultimate Addon will be Reflected from next month.(As of now will be reflected in Zoho One DB).

Hope this helps, We look forward for your response, Feel free to get back to us for further questions or queries.

We have been fighting with them on this for 3 months now. They are clearly aware of the problem and are doing nothing to fix it.