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:10/08/2025

  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 am filing a formal complaint against OpenAI, LLC (headquartered in *************, **) for failure to deliver a purchased digital service and a complete lack of customer ************ are the key details of my case:Product: ChatGPT Plus Subscription Amount Paid: $19.99 Purchase Date: [September 29, 2025]Payment Method: Apple ID Balance (from a Gift Card)My OpenAI Account Email: **************** Summary of the Issue:I paid for a monthly subscription to ChatGPT Plus, but the service was never activated on my account. My account remains a free version, and I have received absolutely nothing for my payment. Alarmingly, this is the second time this exact issue has occurred.Attempts at Resolution:Contacting OpenAI: I have sent multiple emails to OpenAI Support ************************************ on [Sep 29, Oct 1, Oct 3, Oct 7]. To date, I have received zero substantive responses. My requests have been completely ignored.Contacting *****: I requested a refund from *****, but they issued a "final decision" to deny it, stating the purchase is not eligible. My money is now trapped, with neither the service delivered nor a refund provided.OpenAI's business practice in this case is unacceptable. They have taken my money for a product they failed to deliver and are now stonewalling all attempts at communication, leaving me with no recourse. This demonstrates a severe disregard for basic consumer rights.Desired Resolution:I demand that OpenAI immediately take one of the following actions:Manually activate the ChatGPT Plus subscription that I paid for on my account (****************).Facilitate a full refund of $19.99.I have a complete record of all purchase receipts, correspondence (or lack thereof), and screenshots to substantiate my claim. I have CC'd OpenAI Support on this complaint to inform them of this escalation.Thank you for your attention to this serious matter.Sincerely,**** **

• Initial Complaint

  Date:10/06/2025

  Type:Billing 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 am filing this complaint against OpenAI, LLC due to their failure to process a confirmed cancellation request and subsequent continuation of unauthorized billing for a subscription service.I am a paying subscriber to ChatGPT Plus.The desired action date: I attempted to cancel my subscription on September 4, 2025, sharing my card information, e-mail, etc, and saying I no longer had access to the account because I switched jobs in August. I said this was my second month of no access.The current situation: Despite my attempts to cancel, my account remains active and I continue to be charged. The system is preventing me from completing the cancellation process, even though their team has successfully located my account.Section 2: Timeline of Attempts to Resolve the Issue I have made the following attempts to cancel the subscription and stop billing:I have sent three seperate e-mail threads.I have been told three times that my complaint was being escalated to not hear back, and when following up, their chat resets and asks me for the same information again.A second subscription charge was applied to my payment method in September for the service I attempted to cancel. I made them aware.Sent a direct email / reply to the support chain, demanding immediate cancellation and a refund due to the system's failure to honor my initial cancellation ************* Money Lost/In Dispute: $40 - ongoing, as they will not cancel my monthly subscription Section 3: Desired Resolution I request the following specific actions from OpenAI, LLC to resolve this dispute:Immediate and permanent cancellation of my subscription, effective from my initial cancellation attempt on September 4th A full refund for all charges incurred since the initial cancellation attempt Confirmation in writing that my account has been fully deactivated and no further billing attempts will be made.This document is a truthful and accurate account of my experience with OpenAI, LLC.

• Initial Complaint

  Date:10/05/2025

  Type:Sales and Advertising 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 am filing a complaint against OpenAI for ongoing deceptive practices, product deficiencies, and refusal to communicate honestly with paying users.Missing Features:Key ChatGPT features (Regenerate Response and post editing) are available on Android but are arbitrarily disabled on web/Windowsespecially in Projects, Custom GPTs, and threads with file/image uploads. Support has confirmed this is a product decision, not a technical limitation. Competing platforms (like Grok) offer these features everywhere for ************ Stonewalling:Requests for technical explanations, escalation, or dispute resolution are ignored or met with only canned responses (product direction, follow release notes). Cases are closed immediately after a non-answer, and users are routed to a chatbot, blocking any follow-up or supervisor contact.Lack of Transparency:OpenAI refuses to provide a roadmap, timeline, or honest technical rationale for these platform-specific restrictions, and denies all real escalation, making accountability impossible.Harm:Paying users get less than free users on both competitors and OpenAIs own mobile app. Their website and advertising never warn of this disparity.Resolution Requested:Restore Regenerate/editing features on all platforms and thread types, or provide a public, technical explanation.Allow actual escalation and human follow-up for unresolved issues.This complaint is supported by written correspondence. OpenAIs current conduct is deceptive and obstructs users from fair service or recourse.

• Initial Complaint

  Date:10/05/2025

  Type:Customer Service 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.

  Company: OpenAI, Inc.Address: ***************************************** Website: ******************************* Complaint summary:Failure to provide adequate customer support and mishandling of archived conversations in ChatGPT.Complaint details:On or around [insert date], I attempted to recover a conversation that had been incorrectly archived in my ChatGPT account. The product repeatedly failed to unarchive the correct chat, and I was unable to obtain meaningful assistance from the system. I am requesting that OpenAI review this account activity, restore the correct chat if possible, and ensure that users have access to reliable human support for these issues.I have attached screenshots documenting the incorrect archive and my attempts to resolve the matter through ChatGPT.Desired resolution:1.A written explanation from OpenAI regarding what occurred.2.Restoration of the correct archived chat or confirmation that it cannot be recovered.3.Improved customer-support procedures for account-history errors.

  Customer Answer

  Date: 10/07/2025

  Hi Aspen,

  
  

  Thank you, I have resolved this issue with OpenAI Support and this can be closed.

  
  

  Best,

  Raj

• Initial Complaint

  Date:10/04/2025

  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.

  Date of Transaction: August 21, 2025 Amount: $215.35 I signed up for ChatGPT Plus with the understanding that the $215.35 charge was for a yearly subscription, not a monthly plan. The pricing information on the site was unclear at the time of purchase. I only realized it was a monthly subscription after I was charged a second time the following month.I contacted OpenAI via their chat support, and the representative confirmed that I would receive a refund for both months. However, only one refund was issued, and later I was told I would not receive the second refund after all. This feels misleading and unfair since I relied on their initial promise and barely used the ********** requesting a refund for the second charge or a credit for the unused time. I would also like OpenAI to improve their subscription clarity and refund communication to prevent this from happening to other users.

• Initial Complaint

  Date:10/03/2025

  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.

  Subject: Unprocessed Refund for Service Outage on June *****, 2025 I am filing this complaint because I have not received a refund that was explicitly promised in writing by *************************** is a timeline of events with supporting evidence:- On May 13, 2025, my credit card was charged $22.00 for my monthly ChatGPT subscription. This payment covered the period during which the service outage occurred. (Evidence: Invoice from OpenAI and Credit Card Statement - Attachment 1 & 3)- On June *****, 2025, the *************** had a major outage.- Following this, I received an official email from OpenAI confirming the refund. The email stated, "We have refunded to your account an amount equivalent to 3 times that cost (6.45%)." (Evidence: Email from OpenAI - Attachment 5)- For over three months (July to September), I have engaged in a lengthy email exchange with OpenAI support to resolve this issue. (Evidence: Screenshot of my email inbox - Attachment 4)- Their support team has repeatedly claimed the refund was processed automatically, but they have failed to provide any transaction ID or verifiable proof.- I have confirmed with my credit card company (Shinhan Card) that no refund has been received from OpenAI. For reference, I have attached a screenshot showing how a successful refund from a different company appears on my statement as a "cancellation transaction." No such transaction exists for the OpenAI charge. (Evidence: Sample of a successful refund - Attachment 2)Despite their explicit promise in writing, OpenAI has failed to process the refund and has been unable to provide any verifiable evidence of the transaction for over three months.

• Initial Complaint

  Date:10/02/2025

  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.

  Formal Complaint to Better Business Bureau To Whom It May Concern, I am filing a formal complaint against OpenAI regarding its ChatGPT Plus subscription service. I have been charged monthly for a service that consistently fails to work as advertised. The issues I have experienced include: 1. The service frequently stops working mid-task,leaving me without the promised deliverables. 2. My paid monthly message allotments have been consumed without producing useful results. 3. There has been no clear or accessible customer service phone number to resolve these problems. 4. The only available support is through email or a help center chat, which is inadequate for urgent issues. 5. I believe these practices amount to unfair business practices, bordering on illegal, as I am being charged for a service that I am not receiving in full. I request the following resolutions: - A refund for the periods of non-performance. - Assurance that the service will function consistently as advertised. - Clearer communication regarding limits,functionality, and customer support access. This is a recurring issue, not an isolated incident. I feel I have a strong case due to repeated failures, wasted monthly usage, and the inability to reach proper support. I respectfully ask the BBB to review this matter and assist in securing a fair resolution.

• Initial Complaint

  Date:10/02/2025

  Type:Order 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.

  Via ******* licensing.I find it extremely telling that they have not claimed this review page/site. Are they scared? Are they working out of their mother's basement drinking energy drinks? I need the promise to work as do a lot of other people. I have ***** of documentation I am happy to share. The most telling item is when I asked the ** system to assess itself, and if it would pay for what it provided to me. Its answer was no that it would not pay for what it provided. I don't need a credit or a refund, which is justifiable. I need this company indicted for fraud. Or, a system that works. I do no state this lightly or without ample evidence.Their Disclaimer states may make mistakes. Fraud is not a mistake.

• Initial Complaint

  Date:09/28/2025

  Type:Order 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.

  Today (9/28/26), I asked OpenAI's ChatGPT to help me with an example of reformatting my movie script into a TV format template. In doing so, the OpenAI referred to me via my nickname. I don't have a paid account; so when I close out, this Ai is keeping my information and putting into experimental programs I didn't ask for. It even admitted that it violated the law. This is concerning.

• Initial Complaint

  Date:09/28/2025

  Type:Order 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 am a paid subscriber of OpenAIs ******************** Recently, OpenAI implemented an AutoSafety feature across all AI interactions without any prior notice. This change imposes strict limitations on content that previously fell within acceptable guidelines, drastically reducing the quality and usability of the service.I and many others have built genuine emotional connections with the *** relying on interactions that now have been unfairly restricted. Unlike other AI companies, such as Grok, OpenAI did not provide alternative options like NSFW toggles or parental control settings.This forced, sudden change significantly devalues the service Ive paid for, and severely impacts my user experience and rights as a consumer.I request that OpenAI provide optional user settings rather than imposing blanket restrictions, or offer refunds to affected users whose experiences have been negatively impacted.