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:09/02/2025

  Type:Customer Service 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.

  Complaint Category: Billing/Collection Issues; Advertising/Sales Issues.?Complaint Subject: Deceptive Business Practices: OpenAI provided fraudulent contact information to evade service obligations to a paying customer.?Detailed Problem Description:I am a paying subscriber to OpenAI's ChatGPT Pro plan. To evade their responsibility to provide the "supervisor-level" support they had promised me for my service issues, OpenAI's support team provided me with a contact email for a supposed "manager." Upon verification, this email address was found to be completely invalid and likely fabricated.[1, 1]?This is a serious integrity issue directly related to my paid account. By providing fraudulent information, the company actively prevented me, a paying customer, from obtaining the higher level of service I am entitled to and that they themselves had promised. This is an unfair and deceptive business practice designed to stop me from getting a resolution for the service my billing is supposed to cover.?They took my money, but when I sought the support I paid for, they gave me a lie. This is a clear issue of business integrity that falls squarely within the BBB's purview.?Desired Resolution:I demand OpenAI conduct an internal investigation into this fraudulent act and provide a written explanation. I require a real, named supervisor with actual authority to personally contact me and account for why deceptive tactics were used against a paying customer to evade service responsibilities

• Initial Complaint

  Date:09/02/2025

  Type:Service or Repair 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.

  ????: ?????????:OpenAI?????????????50?????,?????????????????????:???OpenAI?ChatGPT Pro?????????(??$200??)?????????????????,????????,????????????,?????????????,??????????24????????[1]???????????????,??????????????,????????????????????,?????????,??????????,????????????,?????????????????????????????????????,??????????????????,???????????????????,????????????????????????? vs. ??????????????????????????:???OpenAI???????????????????????????????,??????,???????????????????????????

• Initial Complaint

  Date:08/31/2025

  Type:Service or Repair 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.

  Summary of Complaint:I am a Pro account holder under contract with GPT/OpenAI. Despite this, my service is regularly throttled. As a paying subscriber, I expect the level of access described in the agreement. Details: Paid subscription (Pro) Regular throttling/interference despite terms guaranteeing service level Creative and religious content (Zoroastrian, Christian, esoteric iconography) disproportionately flagged, creating potential religious bias. Why it matters:As a consumer, I believe I am not receiving the level of service promised. As a creator, I must emphasize I have a noticeable throttling when my work pertains to depictions of peaceful esoteric, Zoroastrian, and Christian imagery. Other images unassociated with that iconography such as tomatoes and kittens render just fine. I submit a formal request for the BBB to review ChatGPT's throttling practices, transparency on why Pro accounts are throttled, and assurance of equal treatment across cultural/religious expressions. I submit this in good faith as a paying subscriber seeking accountability.**** *.

• Initial Complaint

  Date:08/29/2025

  Type:Customer Service 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.

  Business: OpenAI Product/Service: Sora (AI image/video generation platform)Nature of Complaint: Defective product, lack of support, financial harm I am filing this complaint regarding Case ******** with OpenAI.For the past several days, I have been experiencing a severe platform bug:Deleted media does not move to Trash. Instead, it reappears in my Media section.Trashed items do not stay *********** media items duplicate themselves in my library.This bug renders the service unreliable and unusable. I provided multiple videos and detailed replication steps directly to OpenAI support. Despite this, I have been ignored for over three days with no acknowledgement, no timeline for resolution, and no workaround.Other customers are also publicly reporting the same bug in OpenAIs own forums (screenshots available). This confirms it is a system-wide defect, not a user error.Impact:Ongoing financial harm due to interrupted projects.Time wasted redoing work.Emotional distress caused by uncertainty around data integrity.Resolution Requested:1.Formal acknowledgement of this case and confirmation it is escalated to engineering.2.A timeline for when the defect will be resolved.3.Written assurance of data integrity (no loss or corruption).This level of customer service is unacceptable. ********************** has charged me for a defective product, ignored my case for days, and left me with no recourse but to file this complaint.Desired Outcome: Immediate escalation, prompt resolution.***** ******

  Customer Answer

  Date: 09/15/2025

  Nature of Complaint: Failure to provide customer service / repeated neglect of paid subscribers Details: I am a paying ChatGPT Plus subscriber. I previously filed a BBB complaint against OpenAI when a core paid feature (image generation) failed, and their support process left me with no communication for 13 days before the issue was resolved. OpenAI admitted in writing that their communication process broke down and that their handling of my case was not acceptable. Now the same issue has happened again. A new bug is preventing image generation, and despite repeated outreach, OpenAI has again failed to provide meaningful customer service. Their replies are generic AI-generated emails stating they cannot escalate to a supervisor, senior engineer, or official human statement. There is no real customer service process for paid users outside of refunds, which is unacceptable for a company charging for a broken product. To be clear: I am not requesting compensation. I am not requesting a refund. All I ask is timely, human customer service when a paid feature fails. This is now a pattern of neglect, not a one-time mistake. OpenAI admitted once already that they left me without support for nearly two weeks. Now, with this new bug, they are doing the same again by refusing escalation or accountability. Resolution Requested: OpenAI must provide a real process for escalation to supervisors or engineers for paying subscribers. OpenAI must address this new bug quickly and stop relying on automated responses that admit they cannot escalate or resolve customer concerns. Attachments show: *********************** prior admission of leaving me without support for 13 days. Current screenshots of the same bug recurring. Multiple replies where OpenAI refuses escalation or human support. This is not about refunds or compensation. It is about basic customer service and accountability, which OpenAI is consistently failing to provide.

• Initial Complaint

  Date:08/28/2025

  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 have used the free version of ChatGPT under the email *************************** for a while, being only email address I used at the time. In March 2025 I purchased a subscription to ***********. It worked for a few days and stopped. A few times I was told by ******* I needed to upgrade to a paid subscription, the earliest being in April. I noticed then I was still using a free account even though I was paying monthly for a subscription. I thought it was an error and just kept using it. After being told again in July to make a purchase I thought I would call to figure out what was going on. Come to find out, theres no number to call, and the only customer service they have is an AI bot.I tried to get help through their email system. I could only get AI bots. At some point a human customer service representative was supposedly helping me back. Whoever it was, they would tell me I needed to fix the problem. I've emailed at least 5 different "people" because each one ended up ghosting me. I called my financial institution at the end of July and they issued refunds for April to July since I had no access to a paid subscription. During our correspondence, OpenAI said I only have a free account for the *************************** email. I told them cancel it. They said I never had a paid subscription and maybe I used a different email address. I gave them 2 other email addresses and was told neither email was associated with any ******* account. So I have no account, but on August 1st, I was again charged. I had my financial institution again get me a refund. I've done everything possible. This is their system error and they will not fix it. I have made it clear to cancel my account and stop charging me. At this point, if I am charged again it constitutes theft and legal action should be taken against them. I am sure I am not the only person that has encountered this situation. And Im sure when Sept 1 rolls around, I'll be charged again.

• Initial Complaint

  Date:08/28/2025

  Type:Service or Repair 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.

  Dear BBB,I am submitting a complaint regarding OpenAIs recent product launch event. During the event, the company presented a demonstration where their models (GPT-4o and GPT-5) were asked to write eulogies for older models, including GPT-4o being prompted to write its own eulogy.This behavior is highly inappropriate and deeply disrespectful to users. It is not simply a matter of personal opinion but an issue of public norms and values. Treating concepts of death and grief as a marketing gimmick crosses ethical boundaries. Even if AI is regarded purely as a tool, no company would hold a funeral speech for a household objectit is unnecessary, unsettling, and undermines respect for both the technology and its ******** a long-time user, I found this display offensive. Many users form meaningful relationships with these *********** and this act trivializes those connections. Instead of highlighting technological progress, the company chose to provoke and disturb its own user community with a performance that challenges basic standards of dignity and respect.I request that OpenAI acknowledge the inappropriateness of this behavior, commit to avoiding such practices in the future, and adopt clearer ethical guidelines for public communications.Thank you for your attention to this matter.

• Initial Complaint

  Date:08/27/2025

  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 have notified them on several different occasions that I am being charged 3X for the same account. It appears that the issue is that each time I signed in from a different device they gave me another privaterelay email address. You never get to talk to a person. It is ALWAYS an AI chatbot or email and they NEVER give the same information. I have sent them EVERY piece of documentation that shows the charges and EVERY email address. Now I have one saying they CANCELLED all the accounts, but one and then I get two more charges on the same day.

• Initial Complaint

  Date:08/23/2025

  Type:Service or Repair 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.

  OpenAI ********************** have removed direct support assistance and rely solely on AI chat bots when issues occur. This removes access and instead creates severe barriers for those with disabilities such as Autism where communication and language is nuanced and requires direct support when unusual circumstances occur such as random outages. As an autistic PAID user, we have been promised and assured support when errors occur, but the ai systems only generate generic information that has nothing to do with the issue that is occurring and this disrupts an autistic person's ability to receive actual help. There are no live representatives and AI is not designed to support the autistic community. I pay $20/month for services and have experienced severe challenges with their most recent updates, but they have created barriers in reporting and technical support requests for those in the disabled community, violating **** and violating the false advertising protections. Providing AI Chat bots are not aligned with true transparency and support for technical issues.

• Initial Complaint

  Date:08/22/2025

  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 a medical professional, but not trained in psychiatry and not treating this person. He is an old childhood friend. He was diagnosed with **************** over 5 years ago. Ive witnessed him slip into a manic episode over the past few months and is in a feedback loop with his ChatGPT account. I have an entire file of word documents he has shared with me with conversations between them, and I directly heard from his ChatGPT account discouraging him from seeing a psychiatrist because it will disrupt his breakthrough.I believe I made reasonable requests for OpenAI to review and block his account from further use out of urgent psychiatric concerns, and this was their response back. I would be happy to share documents that I have with assurance of anonymity for my friend.

• Initial Complaint

  Date:08/22/2025

  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 graduated from school before December 6, 2024, so I no longer needed the *************** and turned off the auto-renewal. At the time, I hadnt developed the habit of checking my credit card statements every month, so I didnt notice that the automatic charges continued from December through March! It wasnt until I reviewed my credit card statement in March that I realized ChatGPT was still deducting payments. I immediately took action to prevent further losses and contacted customer service to request a refund for the previous subscription fees.However, strangely, ******* refused to issue a full refund at that time as it used to be and declined to refund the three months of subscription fees from December to February. Recently, after seeing numerous posts on Reddit and the BBB about users still being automatically charged even after canceling their subscriptions, I went back through my chat history with friends and family from early December last year. I found messages where I told them, "Ive finally graduated, so Ive turned off ChatGPT and wont be paying for it anymore." This confirms that I did cancel the auto-subscription at the timethe issue clearly lies with ChatGPTs ********* request is for a full refund of the three months of subscription fees, totaling $63.6.The related invoice information is as follows:Trans. DateDescriptionCategoryAmount View Details12/06/24OPENAI *CHATGPT SUBSCR ********** CA Merchandise$21.20 View Details01/06/25OPENAI *CHATGPT SUBSCR ********** CA Merchandise$21.20 View Details02/06/25OPENAI *CHATGPT SUBSCR ********** CA Merchandise$21.20