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:08/21/2025

  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.

  On March 31, 2025, I purchased what I intended to be a one-month subscription at $10/month. However, I mistakenly selected the annual plan, which charged me $96 upfront ($8/month for 12 months). Two days later, I noticed the charge and immediately contacted TwainGPT to request help, explaining that I had meant to purchase the monthly plan and asking if they could correct it. They refused and stated they do not offer refunds.After this, I asked my bank to help. They opened a dispute, and on April 22, 2025, I temporarily received the $96 back. However, the dispute was later denied on July 7, 2025, and the $96 was taken back from my ********** the same time, I discovered that my TwainGPT account had been deleted on April 22, 2025, only 22 days after I purchased the service. Since then, I have had no access to the service at all, yet I was charged for a full year (March 31, 2025 March 31, 2026).This means I am now paying for 12 months of service, but I only had access for 22 days. I am fine with being charged for one month, since I did use the service briefly, but I should not have to pay for the remaining 11 months when my account has been deleted and I have no access.I contacted the business multiple times (both after the charge and again after the dispute was denied) and explained my situation, but they refused to offer any help or refund.Resolution requested: I am requesting a refund of at least 11 months of the subscription ($88) for the period when I had no access. Ideally, I am requesting a full refund of $96, since my account was deleted just 22 days after purchase and I never received the annual service I paid for.This complaint does not involve advertising.

  Business Response

  Date: 08/21/2025

  The customer, ****** *****, purchased an annual subscription on March 31, 2025. Shortly thereafter, they filed a dispute with their bank. It is standard industry practice, and part of our safeguarding measures, to terminate accounts once a chargeback is filed. Chargebacks present significant issues for merchants as they carry unavoidable fees, costs, and risks. In accordance with our Terms of Use (Section 7: Termination), accounts are subject to suspension or termination at our discretion in these situations.
  
  Additionally, our Terms of Use (Section 8: Pricing and Refund Policy) state that we do not offer refunds. The customer agreed to these Terms at signup. While our policies place us in the right to deny a refund in this case, as a gesture of goodwill and to fully resolve the matter, we have issued a refund of $96.

  Customer Answer

  Date: 08/22/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *****