Our US 501(c)3, tax-exempt, nonprofit is currently using Zoho CRM (Enterprise), Projects (Enterprise), and Analytics (Premium). 

We began communicating with an agent from payments[at]zoho.com in June 2022 and that individual has been unable to help us with our tax exemption for the overall Zoho account. Every time we want to add users or add Zoho products, we end up having to pay sales tax. We have uploaded our US IRS Determination letter and CERT-119 multiple times. However, it is not applied upon new transactions. When I check our subscription information on store.zoho.com, it shows the below image. Again, we have already uploaded this information multiple times. We also have multiple emails from Zoho payments support confirming the upload.

If we attempt to upload again, it brings us to the billing page, where the previous uploads have been removed. 

We have requested a customer service escalation multiple times. Each time, the customer service rep (the same person since June 2022) stops responding to emails and we get no more help. This person is completely unable to help us and appears to be vindictively removing our valid tax exemption paperwork. 

No other software vendor has these issues. At this point, we have our email trail, documenting the repeated failures by Zoho payments support, and we have been charged hundreds of dollars in sales taxes that we are not legally required to be paying. We have repeatedly provided the appropriate Connecticut documentation of our exemption. 

Given how poorly customer support has responded and how many times we've uploaded the documentation of our tax-exemption, as well as how it has been accepted by 100% of other vendors, we're creating this post to see if others have experienced this challenge.