Marketing Automation SMS Costs Are Confusing and Not Accurate

Marketing Automation SMS Costs Are Confusing and Not Accurate

I am a Zoho One user, and I am incredibly confused by the projected Marketing Automation costs. I have opened up several tickets and even had a virtual meeting with a representative, and no one can explain to me the cost of a credit. I am redirected to articles and screenshots that contradict one another. 



Upon logging into MA and going to SMS settings, you're told that a MA campaign costs approximately 15,000 SMS credits. After much back and forth via a ticket (because you can't purchase these yourself), it was explained that I would need to purchase the 15,000 credit add-on. See screenshot below. 


The link referenced in the email is this article. 

I am then directed by support to purchase the add-on for the prices in the screenshot below. 



These prices contradict one another, as the article says that 1664 credits are equal to $4, meaning that one credit = $0.0024. However, the screenshot above provided by support puts the cost of one credit at $0.0288. This is more than 10x the cost quoted in the article. I brought this up in the support ticket, but continued to receive the same responses linking me to the article and also sending me the screenshot of the cost table. Eventually, I was able to have a support call with a representative, but while I thought I received clarification, it's evident that I did not. I purchased 15,000 credits just to move things along. 

I registered my brand and was charged 1664 credits as stated. (Registration took 14 days, instead of the quoted 7 and I had to email every day for an update past the deadline.) 

Today, I've moved forward to register my campaign and am met with a quote of 18720 credits to submit my campaign. 

I am directed to buy MORE credits, but remember, I can't even add these credits myself.... so now I've had to submit yet another ticket to request to purchase more credits. 

For some reason, despite being quoted at $0.0288 per credit in the screenshot (which would have made 15,000 credits $432), I was only charged 203.82, which I imagine is some sort of pro-rating, as there are less than 6 months left on my annual subscription. However, if the credits are one time use and not renewable by month, why is there pro-rating involved? 


At this point, I've spent $203, and have submitted a ticket for another 15,000 credits (which I do not know how much they will cost me).... and I've yet to send a single text message despite working through this for more than a month. I feel scammed by this product and support team while I'm being peppered for updates from my team and boss and have nothing to show them from the last months. 



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