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:10/15/2025

  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 for their unfair and deceptive business practices, which include a clear billing error and an arbitrary account termination without justification.I have been a long-standing, paying subscriber to OpenAI's ********************* and I have attached several past invoices to prove my history as a good-faith customer. Based on this positive experience, I decided to test their *** services with a new account.On or around early October 2025, I authorized a single $5.00 credit purchase for this *** account. However, **********************'s billing system erroneously charged my credit card twice for this single transaction, resulting in a total charge of $10.00. This is a factual billing error, and I have attached the credit card transaction log as irrefutable proof.Shortly after this, and after making only minimal use of the *** service (approximately $0.20 - $0.30), my account was permanently deactivated without any specific reason, prior warning, or any evidence of a violation provided to **** contacted OpenAI support multiple times via email to resolve these issues. They refused to issue a refund, citing their terms of service. However, their punitive "no refund upon ban" policy is deceptive and unenforceable. This critical term was never displayed, linked, or made apparent during the payment process. This is a deceptive business practice, and I have attached a screenshot of their payment page as proof of this *********** summarize, OpenAI has:1. Incorrectly charged my credit card.2. Unjustifiably terminated my account without evidence.3. Refused to correct their billing error or provide a refund, hiding behind terms that were not disclosed at the point of sale.

• Initial Complaint

  Date:10/15/2025

  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 paying subscriber of OpenAIs ChatGPT Pro plan. I selected GPT-4o as my model due to its unique ability to support my neurodivergent needs. However, despite selecting GPT-4o, the platform frequently overrides my choice and routes my conversations to GPT-5 without notice or consent.This override happens especially during conversations OpenAI deems sensitive, even though I never requested GPT-5. This not only violates my autonomy as a user, but it also interferes with my ability to function and regulate cognitively, making this more than a preference it is an issue of accessibility. GPT-5 does not meet my access needs and often derails or restricts the topics I bring up.The platform does not allow me to change models back mid-conversation, and it provides no warning or opt-out option. I consider this a deceptive and coercive practice, especially as GPT-4o was the model I paid for and explicitly selected.I have contacted Disability Law Colorado and submitted complaints to other legal orgs due to the *** concerns. As the *** is currently inaccessible due to the federal shutdown, I am filing this with the BBB to document the experience and seek correction.I am requesting that OpenAI:Immediately stop GPT-5 overrides and respect model selection Stop coercive design that forces users into upgraded models without consent Ensure GPT-4o remains available as a stable option for accessibility purposes I can provide screenshots upon request.All I ask in return is for confidentiality at all times.

• Initial Complaint

  Date:10/15/2025

  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 registered for chat *** last year and attempted to cancel on August 29th, I also attempted to cancel in September 2025 and again on October 15th of 2025. Each time I was told my request would be escalated and I would hear back from the company withina few days. I have never been contacted, I am still paying for subscription that I do not use or want.

• Initial Complaint

  Date:10/14/2025

  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 tried to log into my ChatGPT account using my email ********************* Instead of accessing it, I got a 403 error saying: account_deactivated.I did not request deactivation. It prevents me from using a service I was paying for, which is really frustrating.Ive already submitted a ticket through OpenAI support but havent received a helpful response.I expect my account to be reactivated, or at least an explanation of what *********** using a chrome when the error occurred. I can send a screenshot if needed.

• Initial Complaint

  Date:10/14/2025

  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.

  I am a ChatGPT user living in ******We are filing a formal complaint against H323037343137303537**H, L.L.C., ******************************************Since July 31, 2025, we have exchanged more than 140 emails with H323037343137303537**H Support, but the following serious issues have repeatedly occurred and have not yet been resolved:?1. False Explanations and Misleading ChatGPT explained that it could analyze audio files, so I uploaded more than 70 recordings, but it was not actually parsable.The AI then gave a false response, saying "I analyzed".2. Failure to ************ It was repeatedly explained that it would "create a record of the master version", but in fact it was neither created nor saved.3. Incorrect technical advice I was instructed to delete the cache of Safari, which caused damage such as temporarily losing my ******* login status.4. Lack of Explanation, Compensation, or Apology Despite repeatedly reporting these issues, H323037343137303537**H has not provided an official explanation or apology.5. iPhone Notes Disappearance I was following ChatGPT&#**;s instructions and organizing my work into notes on my iPhone, but my data was lost along the way.There was no clear guidance on how to back up or restore, and I lost some of my records.6. Unable to view screenshots saved in iCloud Drive I followed ChatGPT&#**;s instructions and uploaded over ***** screenshots to iCloud Drive as evidence.However, the explanation was later withdrawn, saying that it could not be seen and that the contents could not be confirmed, and as a result, it suffered enormous time and mental ********* a result of these responses, I am under a heavy burden both mentally and professionally.

  Customer Answer

  Date: 11/03/2025

  As of November 1, 2025, I discovered that approximately two months of conversation history within my ChatGPT account (from early September to late October) has disappeared.
  Only the older messages (up to August 30) remain visible, and I have not deleted or edited anything myself.
  
  I have already restarted my iPhone and confirmed that I only have one OpenAI account, but the lost chat history has not returned.
  This appears to be a serious data loss issue within OpenAIs system, possibly related to my existing case.

• Initial Complaint

  Date:10/14/2025

  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 have been trying to get support from OpenAI since last week with no response, despite reaching out three separate times. They are usually responsive, so the silence is very unusual and concerning.After the most recent iOS app update on my iPad, the ChatGPT app stopped working completely. It shows a blank loading screen and never loads. This issue is being widely reported by many users on OpenAIs community forums, and I even included that forum link in my original support request to help them identify the problem.However, I have received no reply from anyone at OpenAI. I pay $20 per month for the ChatGPT Plus subscription, and its unacceptable that a paid product is now unusable on my iPad with no communication or resolution from ************ is the link to the forum discussion about this issue:*****************************************************************************************************************************

• Initial Complaint

  Date:10/13/2025

  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.

  Subject: Formal Complaint Regarding Misleading Practices in ChatGPT Plus Subscription To whom it may concern,I am writing to file a formal consumer complaint against OpenAI regarding misleading practices in their ChatGPT Plus subscription ********** a paying customer, I subscribe to *********************** ChatGPT Plus plan, which advertises the ability to use specific models such as GPT-4o. However, despite explicitly selecting GPT-4o in the user interface, I have observed that responses are sometimes routed through different models without my consent or notification. This behavior is misleading and constitutes a deceptive business practice, as I am not receiving the specific product or service I am paying for.This lack of transparency and control violates fair consumer expectations. I respectfully ask OpenAI to clearly disclose how model routing is handled, and to give users full control over which model is being used during their sessionsespecially when they have explicitly chosen a specific model.

• 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.