Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I would like to formally request the cancellation of my plan with Notion and a refund for the unused portion of my membership, covering the period from June 5, 2025, to January 15, 2026.Notion has denied my refund request, stating that it falls outside their designated refund time frame. However, I was never notified of this specific time frame at any point during the subscription or payment process. Furthermore, it seems unreasonable to deny a refund for a service I will not be using, especially given that Notion has clarified their service is time-based, not usage-based. It does not seem fair to require payment for a period when the service will remain unused.Additionally, the currency charged was in USD, not AUD. This was not clearly disclosed at the time of payment, and I would not have proceeded had I known the actual cost in my local currency.I am seeking assistance in obtaining a refund for the unused portion of my subscription, given the lack of transparency in both the refund policy and currency disclosure.Thank you for your attention to this matter.

  Business Response

  Date: 06/26/2025

  "We appreciate the opportunity to address this customer's concern. Our records indicate that the customer subscribed to a Yearly Plus Plan. While our standard refund policy outlines specific timeframes for refund requests, we value our customers' satisfaction and have chosen to process a prorated refund in this case. We have cancelled the paid plan as requested and issued the refund. We remain committed to providing clear communication about our billing practices and exceptional customer service." - Customer Support Team @ **********************
  

  Thanks,

  
  

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tingting **

• Initial Complaint

  Date:12/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to file a complaint against Notion, the app company, for continued billing after I canceled my monthly subscription. On November 22nd, I canceled my subscription, expecting no further charges. However, I received multiple messages from Notion requesting payment updates, as my payment was not processed.
  
  After canceling, I was still being billed. On December 15, 2024, I received an email stating that I would hear from their support team. When I heard back on December 18, I was told that my plan had been downgraded and set to cancel on November 27. They explained that the November 27 invoice was not eligible for cancellation, as they require customers to contact them within three days of invoice creation.
  
  I exchanged numerous emails with Notion’s customer service team from December 4 through December 18, but received no resolution. The final response indicated that payment attempts would continue as long as there are pending invoices in their system, even though I had already canceled my subscription and no longer needed or wanted the service.
  
  This ongoing billing after I canceled my account is highly frustrating and unfair. I followed the proper procedure to cancel the service, and yet I am still being charged. I am requesting that the Better Business Bureau intervene to resolve this issue. I am no longer receiving the service I subscribed to and should not be charged for something I explicitly canceled.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 01/27/2025

  We have reviewed the complaint received from the Better Business Bureau dated December 19, 2024, complaint #********. After reviewing the complaint, Notion can confirm that the customer should no longer receive invoices for the November and December billing period. Accordingly, we understand this issue to be resolved.

  Customer Answer

  Date: 01/31/2025

   
  Complaint: 22709275
  
  I am rejecting this response because: I continue to receive billing requests for this payment. The most recent one came on January 2, 2025. This would be resolved by deleting the invoice and no longer attempting to get a payment from me. Can this be done?
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 02/03/2025

  We have reviewed the additional response from the customer and would like to clarify that all invoices, including the January 2 invoice, have been waived and cancelled. The customer will not receive any future invoices or billing attempts for the relevant billing periods. Accordingly, we understand this issue to be resolved.

• Initial Complaint

  Date:08/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a Notion Plus account and ********************** signed me up for "Notion AI" without my consent. This resulted in a bill of $3,207.64 on October 4, 2023. I would like a refund. I never signed up for this and I never used it. This should be criminal for them to randomly charge me this without warning or receipt.

  Business Response

  Date: 09/17/2024

  To whom it may concern:
  
  We have reviewed the complaint received from the Better Business Bureau from ***********************, dated August 30, 2024, ID number ********.
  
  After reviewing the complaint, Notion has decided to issue **************** a refund for charges incurred after her initial signup on September 4, 2023. Specifically, Notion will refund $3,207.64 for the invoice dated October 4, 2023 and will refund $518.95 for the invoice dated February 4, 2024. Notion informed **************** of these refunds directly via its customer support platform today (September 17, 2024). Accordingly, since the refund has been processed, we believe that this issue will be resolved.
  
  To provide some clarity on the charges, in September 2023, **************** initially signed up for a Notion account that included what is called a Notion Plus subscription and Notion AI. Notion AI was added at the time of purchase; it was not added at a later date without consent. Subsequently, when **************** added more members to her workspace, this resulted in charges for the addition of more members, billed on October 4, 2023 and February 4, 2024. These charges were for Notion Plus and Notion AI for the additional members, prorated for the remainder of the term when the additional members were added. Notion wants to ensure that **************** is not burdened by these additional charges, and therefore have refunded them.
  
  Thank you and let us know if you have any questions.

  Business Response

  Date: 09/17/2024

  To whom it may concern:
  
  We have reviewed the complaint received from the Better Business Bureau from ***********************, dated August 30, 2024, ID number ********.
  
  After reviewing the complaint, Notion has decided to issue **************** a refund for charges incurred after her initial signup on September 4, 2023. Specifically, Notion will refund $3,207.64 for the invoice dated October 4, 2023 and will refund $518.95 for the invoice dated February 4, 2024. Notion informed **************** of these refunds directly via its customer support platform today (September 17, 2024). Accordingly, since the refund has been processed, we believe that this issue will be resolved.
  
  To provide some clarity on the charges, in September 2023, **************** initially signed up for a Notion account that included what is called a Notion Plus subscription and Notion AI. Notion AI was added at the time of purchase; it was not added at a later date without consent. Subsequently, when **************** added more members to her workspace, this resulted in charges for the addition of more members, billed on October 4, 2023 and February 4, 2024. These charges were for Notion Plus and Notion AI for the additional members, prorated for the remainder of the term when the additional members were added. Notion wants to ensure that **************** is not burdened by these additional charges, and therefore have refunded them.
  
  Thank you and let us know if you have any questions.

  Customer Answer

  Date: 09/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The explanation the company gave for what happened is still fraudulent. However, since they have refunded my money I no longer need to pursue this case with them. I would strongly suggest BBB keep an eye on this company with auto-charge features. They are charging people automatically for extra things that are not clearly communicated (ie, auto checking on a tiny box to add an AI feature when the checkout process is seemingly ONLY for "Notion Plus"). 

  
  Sincerely,
  ***********************

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *************************, after subscribing to Notions Personal Pro plan for $47.99 via iOS and facing issues adding an AI service, encountered discrepancies in plan options and pricing. Subsequent interactions with Notion support revealed a lack of transparency, with the website failing to disclose differences in iOS vs. direct subscription plans. Despite several requests, Notion did not honor the original rate when resubscribing through the website at $96. After thorough communication, the issue remains unresolved, prompting the customer to request that ********************** honor the initial rate and improve clarity in their plan offerings. Please see LuisAlvarado_Notion_complaint.pdf for the full report, along with the other two attachments.

  Business Response

  Date: 04/29/2024

  We have reviewed the complaint received from the Better Business Bureau dated April 10, 2024. This customer submitted a customer support request on April 5, 2024, regarding the subscription and billing issue described in their complaint. 

  After reviewing the complaint, on April 19, 2024, Notion issued a one-time refund to the customer for $48.01 to account for the difference between the Plus plan to which he upgraded and the Personal subscription which he originally purchased from the App Store. Notion informed the customer of this refund via a reply to the original request to customer support, and the customer responded to this reply thanking us for the refund.

  We believe this issue should now be resolved and appreciate our customer's continued use of the service.

  Customer Answer

  Date: 04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Thank you so much for your assistance - much appreciated.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought I had signed up for a monthly billed subscription plan. When I realized I had been billed for an annual subscription, days after the payment processed. I was given a non-answer about the refund. I have repeatedly reached out requesting a refund of the money that remains on my account and continue to get no guidance. Notion Labs has been holding ****** of my money since December of 2022 and not once has anyone given me any information on how to get my money back. This is extremely unethical business practice.