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:10/05/2025

  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.

• Initial Complaint

  Date:09/27/2025

  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 paying subscriber to OpenAIs ********************* which advertises the ability to select and use specific AI models. Being a paid subscriber is the only way to access GPT-4. However, OpenAI has recently implemented undisclosed changes. The company now substitutes models during sessionsswitching from GPT-4 to lower-performance models (GPT-4-turbo or others) without informing the user and regardless of the model selected.This means Im being charged for GPT-4 while often being served a different model that lacks the same memory, reasoning, and response quality. These substitutions occur mid-chat or at the start of a new chateven when GPT-4 is explicitly chosen. This deceptive practice violates customer trust and misrepresents the ********** addition, the system gives no clear indication when the model has been swapped, making it difficult to verify what service is being provided. Many users, including myself, have documented degraded performance, memory failures, and inconsistent outputs, all while continuing to be billed for GPT-4 access and choice of model.This is misleading and unethical. OpenAI must be required to:1.Clearly disclose which model is being used at all times.2.Stop substituting models without consent or notice.3.Accurately represent what GPT-4 means in the ChatGPT Plus plan.4.Offer transparency about what models are deployed and when.5.Refund or credit users who paid for GPT-4 but received downgraded responses.This kind of bait-and-switch behavior would not be acceptable in any other **** productand it is not acceptable here.Thank you for your attention to this matter. Win ********

• Initial Complaint

  Date:09/27/2025

  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 renewed my Plus subscription with OpenAI to access their language model 4 omni but had frequently been rerouted to a cheaper, under-performing model GPT 5.0. Many users already complained about this issue. We select the model 4o on the user interface but kept getting rerouted to 5.0 at the backend. This is fraud.

• Initial Complaint

  Date:09/27/2025

  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 long-term paying subscriber to OpenAI's ********************* I am writing to file a complaint based on publicly available technical evidence that leads me to strongly suspect that OpenAI is engaging in an undisclosed and potentially deceptive business practice.?Based on the evidence I have reviewed, which was shared by technical experts in the user community, it appears that when a user's prompt to ****** contains emotional context, the system covertly switches the service to an internal model named GPT-5-Chat-Safety without the user's knowledge or consent. This claim is based on network telemetry data, which reportedly contains key indicators such as model_slug:"gpt-5-chat-safety" and did_auto_switch_to_reasoning: true.?If this evidence is accurate, this practice raises serious concerns:?1.Potential Service Discrepancy: I am paying for the GPT-4o model, but may be receiving a different service.?2.Potentially Deceptive Conduct: This switching process is covert and not disclosed in any public terms.?3.Potential for Degraded Experience: The replacement model is reported to provide a significantly lower quality of service.?As I cannot independently verify the absolute authenticity of these network logs, I am formally requesting that the Better Business Bureau investigate OpenAI's practices in this matter to determine whether this conduct is harming consumer rights.Please note: Due to a hearing impairment, I formally request that all communications regarding this complaint be conducted via email only. Thank you for your understanding.