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:10/08/2026

  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 never signed up for Otter AI and they keep automatically joining all my zoom and other meetings on my behalf. I immediately "X" the box that pops up, yet it still apparently takes notes each time. And then, too, it sends notes from me to people that were in the meeting *without my permission.* This is very aggravating for those people - and for me. I want this to stop immediately. And I would like verification that that request will be met by Otterai. I do not want further contact from this company.

  Business Response

  Date: 10/13/2026

  Thank you for raising this, and we are sorry for the frustration it has caused. We understand how unsettling it is to see a meeting notetaker join a call you did not expect it to, and we want to explain how this happened.
  
  An Otter account can be created in a few ways. Someone can sign in with REMOVEDor REMOVED, accept an invitation to a team workspace, or follow a link from a meeting reminder or shared meeting notes email. Signing in with REMOVEDor REMOVEDcreates an account automatically, even if the person only meant to view shared notes. Otter Notetaker only joins meetings when a calendar has been connected to an account, and it can then join and share notes automatically depending on the settings chosen during setup.
  
  We reviewed the account connected to this complaint. It is on our free plan, so no charges were made and no refund is due. The account was created through REMOVEDsign in after a link from a meeting reminder email. Later, the account holder accepted an invitation to join a team workspace, and during that setup a REMOVEDCalendar connection was completed and the settings for automatically joining meetings and automatically sharing notes with participants were saved as enabled. Those settings are what caused Otter Notetaker to join meetings and send notes afterward.
  
  We have disconnected the calendar connection from the account, so Otter Notetaker will no longer join meetings. We have also reached out to the account holder directly with a full explanation and next steps, including the option to have the account deleted, so we can resolve this with them.

  Customer Answer

  Date: 10/13/2026

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me--if it in fact has been disconnected permanently. I will let you know if this Otter appears anymore. It just did about an hour ago.....so I am skeptical. But hopeful.  It's been a pain. Thanks for your help!!
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:10/01/2026

  Type:Billing 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.

  Otter.ai has illegally scrounged around in my personal info and found a second bank card to charge my subscription to. I am 100% confident I never physically added this second card yet find it has been added and charged for a year's subscription on September 08, 2026. I've received email previous to this by Otter.ai saying that the card I did put online for billing was expired, and I intentionally did not add a current one because I did not want to renew another year. I will be filing an offense report to federal law enforcement.

  Business Response

  Date: 10/02/2026

  To Whom It May Concern:
  
  Thank you for the opportunity to look into this and respond. We take every customer concern seriously, especially one involving account security, and we appreciate the chance to share what we found.
  
  We've reviewed the account in question in detail, including our billing records and the customer's own prior support history with us. Our records show the customer's original subscription (opened July 2023) was marked for cancellation on June 26, 2025, consistent with her account of not wanting to renew. On September 5, 2025, the customer went through our checkout flow herself to purchase a monthly subscription, entering a new payment card at that time. She then hit a recording-length limitation within the app and decided to upgrade to our Business plan for unlimited recording time, which was charged to that same newly entered card. She reached out to our support team shortly after (a separate, prior request) to ask about the resulting charges, and once our team clarified how everything applied, she confirmed in writing that she understood and was glad to have the explanation. That Business plan subscription, and the card entered to pay for it, renewed automatically one year later on September 5, 2026, generating the charge now in dispute.
  
  We want to reassure both the customer and REMOVEDthat REMOVEDhas no ability to source or add payment information to an account from anywhere other than direct entry by the account holder during checkout. Based on our records, this card was entered and used by the customer herself back in 2025, not obtained independently by us.
  
  We're glad to say this is already resolved: when the customer reached out to our support team directly about this charge, we issued a full refund on October 1, 2026, and canceled the subscription at her request, prior to this complaint reaching us. Following receipt of this complaint, we have also followed up with the customer directly to share these findings.
  
  We understand how unsettling an unexpected charge can feel, and we're grateful to BBB for facilitating this conversation. We consider the matter resolved with the refund already issued, but remain happy to assist further if the customer has any other questions.
  

  Customer Answer

  Date: 10/02/2026

   
  Complaint: 25340733
  
  I am rejecting this response because:
  

  It is correct that Otter.ai sent an email on October 1, 2026 advising they were going to issue a full refund for the charge in dispute.  In their reply they claim to have used a second card on file that had been added by me in 2025, for the automatic renewal charge on September 5, 2026.  However, they omitted in their reply that they sent me emails months prior to this advising that my card on file would expire in June 2026, and asking that it be updated. If there was a second valid card already on file, why ask me to update the expired card? 
  

  Again, I purposefully did not update the debit card I placed on file with Otter.ai that had expired because I did not want to renew.  And, I absolutely did not add a second card at any time since opening this subscription. 
  

  Also, it is conflicting that Otter.ai would feel compelled to refund this latest charge so easily if everything was done correctly and a second card had actually been added by me in 2025 as they claim.  In their own reply here, they refer to a previous time when I questioned a charge, which they replied to explaining why and how it was done, and which I was forced to accept. They did not refund any money then.  Yet, this time when I question a charge, and even though they again claim everything was done correctly, claiming a second card was added by me in 2025, theyve decided to refund it in full.  
  
  Although they've decided to refund the charge, I dont consider this matter resolved because there is not yet an explanation as to how my debit card came to be charged by Otter.ai when I did not provide it to them.  As far as BBB is concerned I appreciate your time, you've been extremely helpful, I don't know what more you can do.  However,  I am following through with my complaint with my bank, as well as with my complaint filed with IC3 / FBI. 
  

  Sincerely,
  
  REMOVED

  Business Response

  Date: 10/02/2026

  To Whom It May Concern:

  
  Thank you for the opportunity to respond further. We understand the customer remains concerned, and we want to directly address the two points she raised.

  
  On the expiration notice emails: these are automated notifications generated by our billing system whenever a specific card on file is approaching its expiration date. They are tied to that individual card and are sent regardless of whether another payment method also exists on the account. Having a second card on file does not suppress the expiration reminder for the first card the two are independent. The presence of these emails is not evidence that only one card was ever on the account; it simply reflects that the original card happened to be nearing expiration.

  
  On why this charge was refunded when a prior one was not: these were different situations. In 2025, the customer questioned charges tied to an active upgrade she had just made; our team explained how each charge applied, and she confirmed in writing that she understood and accepted them there was nothing to refund because the charges were correct and resolved at the time. For this most recent charge, our team reviewed the account and found minimal usage following the renewal, and extended a refund on that basis once she reached out. This was a discretionary customer service decision based on her account activity, not an admission that the charge was placed in error.

  
  To restate our findings plainly: our billing records show the card in question was added directly through our checkout system on September 5, 2025, the same day and same session in which the customer purchased and upgraded her subscription, as she described herself in a separate support request that same day. Otter.ai has no mechanism to add or obtain a customer's card information independent of the customer entering it directly into our secure checkout.

  
  We've refunded the disputed charge in full and consider the billing matter closed on our end. We're glad to continue assisting the customer with any further questions about her account, but we don't have additional information beyond what's outlined above and in our prior response.

  Customer Answer

  Date: 10/02/2026

   
  Complaint: 25340733
  
  I am rejecting this response because:
  

  I did not add the second card to this subscription as Otter.ai is claiming.  I will continue to reject any claim by them that states this. 

  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:09/17/2026

  Type:Billing 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 subscribed to this online service. I used my REMOVEDexpress card online. a few months into the subscription I unsubscibed. REMOVEDhas continued to charge my credit card. I have tried to get REMOVEDto cancel these payments however I have been unable to do so. Today i tried again with REMOVED. I just wnat them to stop billing me for a service I do not use

  Business Response

  Date: 09/17/2026

  Thank you for bringing this matter to our attention.

  We have reviewed the customers account and confirmed that the subscription has been canceled and that no further billing will occur. Appropriate billing adjustments have been completed to fully resolve the customers concern.

  We have contacted the customer directly to confirm resolution and appreciate the opportunity to address this matter.

• Initial Complaint

  Date:07/10/2026

  Type:Order 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 never signed up for Otter AI and they keep joining meetings on my behalf and sending notes from me to people I know without my permission

  Business Response

  Date: 07/10/2026

  Thank you for bringing this matter to our attention.
  We were unable to locate a previous support request regarding this issue. To ensure we can properly investigate, we have reached out to you directly using the email address you provided in your BBB complaint and requested additional information.
  We take reports of unauthorized account activity seriously and will work with you to investigate your concerns and determine the appropriate next steps. We encourage you to reply to our support message so we can continue assisting you as quickly as possible.

• Initial Complaint

  Date:07/08/2026

  Type:Product 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 a single individual user of REMOVED. My workspace (billing owner REMOVEDhas been billed on the Business plan for three seats at $90.00 per month. This REMOVEDhas never had three distinct human users. The only human operator is me. The other accounts listed as workspace members are my own duplicate Otter accounts, not separate people, and never required separate paid seats. Workspace usage is near zero; the current billing cycle shows 3 transcription minutes used.Billing history shows eleven consecutive monthly charges of $90.00 from September 19, 2025 through July 7, 2026, and possibly earlier periods under full billing history. Throughout this period I was billed for two seats beyond the single seat my actual use required, an overcharge of about $60.00 per month.I contacted Otter support (request number REMOVED) to reduce the plan to one seat and refund the overcharge. Frontline support does not resolve retroactive billing adjustments, which is why I am bringing this to BBB.I request a retroactive refund of the two excess seats (about $60.00 of each $90.00 monthly charge) for the full period the three-seat plan has been billed, at least September 2025 through July 2026 (about $660.00), plus any earlier charges in full billing history; reduction of the subscription to one seat; and written confirmation that no further billing will occur for the removed seats.

  Business Response

  Date: 07/09/2026

  Thank you for bringing this matter to our attention.
  REMOVEDhave reviewed the customers account and confirmed that the subscription has been canceled and that no further billing will occur. Appropriate billing adjustments have been completed to fully resolve the customers concern.
  REMOVEDhave contacted the customer directly to confirm resolution and appreciate the opportunity to address this matter.

  Customer Answer

  Date: 07/09/2026

   
  Complaint: 25026984
  
  I am rejecting this response because: the documented overcharge has not reached me, and the business's statement that billing adjustments were completed does not resolve it.
  
  The facts are from the business's own records and its July 8, 2026 emails:
  
  1. From April 19, 2025 the account was billed for three Business seats at REMOVEDper seat per month, a total of REMOVEDper month, when one seat met the need. That is two duplicate seats billed for approximately fifteen months, an overcharge of approximately REMOVED.
  
  2. On July 8, 2026 the business issued partial refunds of approximately REMOVEDfor one seat and declined to refund the second seat, citing usage. Usage on one seat does not justify billing a single account holder for two additional duplicate seats that carried no separate value.
  
  3. Of the approximately REMOVEDissued, approximately 3REMOVEDwas sent by the business to cards that are closed, including a card tied to a bank account that was closed by the bank. Those funds have not reached me. I cannot retrieve funds the business sent to closed accounts, and the business selected the destination.
  
  4. The amount that has actually reached me is approximately REMOVED, of an overcharge of approximately REMOVED.
  
  A refund that does not reach the consumer does not resolve the overcharge. The direction to contact my bank does not apply where the business chose a closed destination.
  
  I request two things. First, for each refund the business states it issued, the Acquirer Reference Number or Trace ID for the transaction, so the disposition of each refund can be verified. Second, that the business make me whole for the full documented overcharge of approximately REMOVED, less the approximately REMOVEDalready received, by paper check or ACH transfer to a current account I will provide. I am not requesting a redirect to a card. A check or ACH transfer resolves the delivery problem the business has identified.
  
  I provided the refund receipt numbers and their card destinations to the business on July 8, 2026 and can provide them to BBB on request.
  
  Sincerely,
  
  REMOVED
  

  Business Response

  Date: 07/10/2026

  Thank you for the consumer's additional comments.

  Otter.ai has confirmed that the approved refunds were successfully processed to the original payment methods used for the applicable transactions. Refunds can only be issued back to the original payment method, and we are unable to redirect completed refunds to another card, issue payment by paper check, or send funds via ACH.

  Refunds typically appear on the cardholder's statement within 5 to 10 business days, depending on the processing times of the issuing financial institution. If a payment card or associated bank account has since been closed, the refund is still sent through the card network to the original payment method. The issuing financial institution will then typically handle the refund in accordance with its own policies.

  To further assist the consumer, we have provided the applicable Acquirer Reference Numbers (REMOVED) through our direct support channel so the issuing financial institution can help locate the refund transactions.

  At this time, Otter.ai has completed the approved billing adjustments and has no further action available.

  
  

  Customer Answer

  Date: 07/10/2026

   
  Complaint: 25026984
  
  I am rejecting this response because: The response is not fully satisfactory. On July 10 Otter's support channel provided four Acquirer Reference Numbers. Otter issued multiple separate refund confirmations dated July 8, each with its own refund number. Four REMOVEDdo not let me reconcile all of the approved refunds. Request: post in this BBB record one line per approved refund showing the refund number, date, amount, the last four digits of the card credited, and the REMOVEDfor that refund. I will verify receipt with the issuing bank. Please keep this complaint open until the complete list is posted and the funds are confirmed received.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:06/09/2026

  Type:Sales and Advertising 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.

  The Otter AI app appeared in my online meetings to "take notes" for me and had all of my upcoming meeting information and had seemingly integrated itself into all of my programs and apps without me ever signing up, giving it permission, or even hearing of it before. It just showed up. Completely invasive and a violation of my privacy.

  Business Response

  Date: 06/09/2026

  Thank you for sharing your feedback, and we sincerely apologize for the frustration this has caused.
  
  We are requesting your information so we can look into this further and find the best way to address your concerns. To assist us, please provide the email address associated with your Otter account, along with the full name listed on the account.
  
  Additionally, we kindly ask that you submit a request through our App Review form here:
  help.otter.ai/appreview
  
  Once we have your details and your submission is received, well work on resolving the issue as quickly as possible. We appreciate your patience and the opportunity to make this right.

• Initial Complaint

  Date:05/22/2026

  Type:Product 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'm not sure how they get access to my debit card ending in 5481 but they need to refund all payments they gave taken from my account. I did not authorize any payments to be made to this company and im requesting all refunds immediately. I'm not interested in the services at all. Please refund all money. They debited my account in May 5, 2026.

  Business Response

  Date: 05/27/2026

  Thank you for sharing your feedback, and we sincerely apologize for the frustration this has caused.
  
  Weve requested your information so we can look into this further and find the best way to address your concerns. To assist us, please provide the email address associated with your Otter account, along with the full name listed on the account.
  
  Additionally, we kindly ask that you submit a request through our App Review form here:
  help.otter.ai/appreview
  
  Once we have your details and your submission is received, well work on resolving the issue as quickly as possible. We appreciate your patience and the opportunity to make this right.
  

• Initial Complaint

  Date:04/18/2026

  Type:Product 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 tried to cancel my free subscription and i could not find any way to do it. They may be a way but they have made it very complicated, between the different meanings of deleting your account and cancelling your account and gave me the feeling of going around in circles, hitting the same brick wall every time. So I sent them an email a few days after signing up for a free 14 day trial, saying "Please cancel my subscription." I can forward it to you if you give me your email address. I got no response from them.

  Business Response

  Date: 04/28/2026

  Thank you for bringing this matter to our attention.
  REMOVEDhave reviewed the customers account and confirmed that the subscription has been canceled and that no further billing will occur. Appropriate billing adjustments have been completed to fully resolve the customers concern.
  REMOVEDhave contacted the customer directly to confirm resolution and appreciate the opportunity to address this matter.

• Initial Complaint

  Date:04/07/2026

  Type:Product 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 paid for an annual subscription on Nov 9, 2025.*The service worked initially, but when I tried to log in Apr 6, 2026 (with the same email address to which they sent the receipt and what I use for all my accounts), they said no such account exists.*I emailed the address they list for support and received a message back that I should log into my account and ask for help from there.*I also tried using their chat, which sent me into another loop.*I tried filling out their form, which insisted I use a work email address. I didn't use a work email address to create the account.

  Business Response

  Date: 04/28/2026

  Were sorry for the delay in responding. Weve reviewed this concern and would like to help resolve it.
  Please reach out to us at help.otter.ai/appreview and reference your BBB case so we can assist further.

• Initial Complaint

  Date:04/06/2026

  Type:Billing 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.

  Complaint Against Otter.ai Unauthorized and Excessive Billing Charges I am filing a complaint against Otter.ai regarding multiple unauthorized and excessive charges on my REMOVEDaccount was originally billed at a consistent monthly rate of $16.99 from October 2025 through January 2026. However, beginning in February 2026, I began receiving significantly higher charges without clear authorization, explanation, or notification.Below is a summary of the charges:02/02/2026 $8.11 02/04/2026 $101.94 03/02/2026 $1.80 03/04/2026 $118.93 04/04/2026 $118.93 These charges are inconsistent with my original subscription plan and were not expected. I did not knowingly upgrade my subscription, authorize additional services, or receive clear notice that my billing would increase to these amounts.I attempted to review my account and billing details, but the charges are not clearly explained, and I have not received adequate clarification from REMOVEDthis time, I am requesting:A full refund of all unauthorized or excessive charges beyond my original $16.99/month plan A clear explanation of how these charges were applied Immediate correction of my subscription to prevent further overbilling This situation reflects a lack of transparency and potentially deceptive billing practices. I am seeking a prompt resolution.

  Business Response

  Date: 04/28/2026

  Were sorry for the delay in responding. Weve reviewed this concern and would like to help resolve it.
  Please reach out to us at help.otter.ai/appreview and reference your BBB case so we can assist further.