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:03/06/2025

  Type:Service or Repair 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.

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  Business Response

  Date: 03/10/2025

  Customer was found to be in violation of Terms of Service. 

  The following message was sent to user 03-05-25

  You have been blocked from Midjourney due to accessing our services via automation, scripting, or third party tools. If you believe this is incorrect, please submit an appeal at *********************************** Ban ID: ********. MJ ID: ************************************

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair 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.

  The business keeps enacting internal moderations that are retroactively nulling my ability to work on the images that I am paying to create with the service effectively stealing my money.

  Business Response

  Date: 01/24/2025

  Our records indicate that this user does not have an active subscription. The last monthly payment received was September 2024. Therefore, there is no further action at this time. 

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22851524
  
  I am rejecting this response because:
  

  The information that was given about me is false. I anm a current paying customer and have been for several years. All of my prompts and workflow have been retroactively ruined without reason. I would like these issues addressed. Theres no reason for why my prompts and images are being denied. 

  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/28/2025

  We were able to find the user's active subscription. User is currently subscribed to the monthly Pro plan at $60/mo. We can immediately cancel the user's subscription but user is ineligible for a refund based on the user's active and ongoing use of the service.

  Terms of service are available here: ********************************************************* which includes information about the service's moderation and billing practices.

   

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22851524
  

  We appreciate your response to our complaint. However, your suggestion to delete the account does not address our primary concerns. Our issue is not just with the account itself but with the ** moderation system that has negatively impacted our work, purchases, and use of  the paid service and creations. The ** moderation has not only disrupted our ability to engage with the platform effectively, but it has also caused irreversible damage to our ability to effectively use the service and continue working on the materials created through the use of the service; this raises serious questions about the fairness and transparency of your moderation policies.
  

  We request a direct and thorough response regarding the **'s role in moderating content and its impact on creators like us. Additionally, we would like to clarify that a refund is not the driving force behind this request but we would like the moderation on our account to be reviewed, as it is unreasonable that many of the images we have used are being denied retroactively and without reason. We would like to understand what measures, if any, are in place to prevent similar occurrences in the future.
  
  We look forward to your clarification and a more appropriate resolution.
  Thank you for your attention and cooperation on the matter,

  ****** *******

  user: xinosia

  email: *******************************************

  ************

  Jan 28, 2025

  Business Response

  Date: 01/30/2025

  We appreciate your concerns around moderation.

  We are aware that recent changes may have adversely affected some users' ability to generate certain images. We are actively working to resolve this issue.

  Moderation is an important part of offering a safe and enjoyable platform for all users. We are continually working toward a moderation system that allows for all users to express their creativity.

  For additional info on Service Availability and Quality, refer to section 1 in the *** **************************************************************;
  
  

  Customer Answer

  Date: 02/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:01/14/2025

  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.

  Subject: Unauthorized Charges by MidJourney for 20 Months Details:I discovered that MidJourney has been charging my credit card for 20 consecutive months without my authorization. I never used their services during this period. Upon contacting their customer service, they agreed to refund only 3 months' worth of charges, which I find unacceptable.I am requesting a full refund for all 20 months of charges, as I did not authorize these transactions and have no usage records for their services.Evidence Provided:Credit card statements showing the charges.Correspondence with MidJourney customer service regarding the refund request.I seek BBB's assistance in resolving this issue with the company and obtaining a full refund.

  Business Response

  Date: 01/14/2025

  As mentioned in billing support ticket (******) with the user, as a one-time courtesy, weve refunded US $30 for your three most recent renewal months in October 2024, November 2024, and December 2024.
   
  Unfortunately, were unable to refund payments older than these. For more information on the Midjourney Terms of Service, subscription plans and renewal terms, refer to the links and resources shared below:

  *********************************************************

  **********************************************

  Customer Answer

  Date: 01/15/2025

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• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair 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.

  Midjourney does not recognize payments to use the service. I have been unable to create images at least since Thanksgiving. I was charged. I attached screenshot showing Midjourney forcing a payment for service already paid. I attached the receipt, the email correspondence were you can see Midjourney not solving the issue. (And the continually stated I did not send screenshots when you can see them in the attached emails.) Requesting $10 for December to January. And a resolution on how to continue to use the service and have my payments recognized.

  Business Response

  Date: 01/06/2025

  Based on the screenshots provided, customer has subscribed to an unauthorized and unaffiliated third party, *****************************. This seems to explain why the payments are not recognized by Midjourney.

  When the customer contacted our billing support team, they refunded through November 2024, which is the date the customer last used the service. Our billing support team already refunded the December 2024 payment in full for USD $10.00.

  Since the customer is subscribed to and paying another service unaffiliated with Midjourney, we are unable to take further action. The customer should contact ***************************** directly for assistance with their request. 

• Initial Complaint

  Date:11/26/2024

  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.

  Dear BBB Staff,I hope this message finds you well.On November 17, 2024, I purchased a Midjourney membership service for $60, which promised me 15 hours of fast drawing service and one month of standard drawing ********** the early hours of November 21, 2024, while I was drawing, Midjourney suddenly notified me that my account had been banned for violating their Terms of Service (TOS). I had been working on drawing tasks continuously throughout the day and night, and I had even passed Midjourney's human verification during this time. I did not use any TOS-violating tools; all my drawings were created manually by me.Following this incident, Midjourney removed me from their server and refused to provide me with drawing services, nor did they issue a refund. On November 21, I submitted a complaint form to Midjourney, but I have yet to receive a response or a refund. My account remains banned to this day.I kindly request a refund and the lifting of my account ban. I truly enjoy Midjourney's drawing model and wish to continue supporting the service in the future.Thank you for your attention to this matter.Sincerely,[***** ****][**********************]

  Business Response

  Date: 11/27/2024

  We take these matters seriously and have thoroughly reviewed the customer's account activity.

  Our review confirmed violations of our Terms of Service that led to this action. While the customer suggests otherwise, our systems detected activity that falls outside our acceptable use guidelines as outlined in our Terms of Service: *********************************************************
  

  After careful review, this decision is final and the account will remain suspended.

  Customer Answer

  Date: 11/27/2024

   
  Complaint: 22607735
  
  I am rejecting this response because:

  1.I would like to clarify that I have not used any automated scripts; all keywords were sent by me personally.
  2.All manual verifications have also been conducted by myself.
  3.The images created in the morning and evening were solely generated by my efforts.
  4.I kindly request that you either lift the suspension on my account or process a refund. I truly appreciate Midjourney and wish to continue supporting your platform.
  **** financial situation is quite difficult at the moment, making the $60 very important to me.
  6.I assure you that I have not used any automated software; please believe me. Thank you very much for your understanding.

  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:10/30/2024

  Type:Service or Repair 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.

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  Business Response

  Date: 10/30/2024

  Customer's account has been banned by **********************, and access to our service is permanently revoked.
   
  Bans can occur for several reasons, including but not limited to:
  Severe or repeated violations of the Terms of Service or Community Guidelines
  Automation, scripting, or using other prohibited means of interacting with Midjourney
  Reselling or subscription purchases made through third parties
  Fraudulent billing activity
  Account sharing or compromised accounts
  
  Please note that, per the Terms of Service, refunds are not issued for banned accounts. The subscription has been canceled and customer will not be charged again.
  
  This decision is permanent and any attempts to bypass this ban by creating additional accounts will result in the immediate termination of those accounts without refunds, per our Terms of Service.

  Customer Answer

  Date: 10/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ? ?

• Initial Complaint

  Date:10/28/2024

  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.

  Dear official, thank you for handling my problem!I subscribed to Midjourney's service on October 18, 2024, and when I received the bill, I found that the amount was $288, which did not match the service I subscribed to. I immediately applied for a refund at that time, but the official website could no longer apply for a refund, only cancel the subscription. I then immediately sent an email to the official of Midjourney, requesting a refund and canceling the subscription. The official replied that they would handle it manually within 1-2 days. However, the fourth day, I received an email informing me that my account had been locked. During this time, I have been in contact with the official of Midjourney hoping to resolve the issue, but have not received a response. After the account was locked, the official informed me that locking the account would not allow for a refund or any other actions. This means that I purchased Midjourney's service but could not enjoy the rights of their service, which made us users very sad. Now I hope that the BBB official can help handle this, thank you BBB, have a nice day!

  Business Response

  Date: 10/29/2024

  Customer's account has been banned by **********************, and access to our service is permanently revoked.
   
  Bans can occur for several reasons, including but not limited to:
  Severe or repeated violations of the Terms of Service or Community Guidelines
  Automation, scripting, or using other prohibited means of interacting with Midjourney
  Reselling or subscription purchases made through third parties
  Fraudulent billing activity
  Account sharing or compromised accounts
  
  Please note that, per the Terms of Service, refunds are not issued for banned accounts. The subscription has been canceled and customer will not be charged again.
  

  This decision is permanent and any attempts to bypass this ban by creating additional accounts will result in the immediate termination of those accounts without refunds, per our Terms of Service.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22478549
  
  I am rejecting this response because:I am extremely dissatisfied with your handling. First, I have been in contact with your company to resolve the issue before you banned me, but you did not respond within the time limit. Second, I have been checking on the official website to see if I have violated your community guidelines, but your website shows that my account is in good standing. I agree to have my payment refunded or have the relevant fees deducted, but I do not agree to your company's behavior of taking and not giving back. You refused to handle my request for a refund, and only banned me directly. This behavior makes me wonder if you did it intentionally.I hope that the authorities will hear our concerns and address the issue properly, rather than leaving us feeling disheartened. Thank you for your response.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:09/24/2024

  Type:Billing 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 subscribed to the monthly subscription in the amount of $10 plus taxes. Once I entered the credit card information and clicked submit. I receive this error."Midjourney has stopped responding....An error has prevented Midjourney from working properly. Please refresh the page to try again." I have tried many times, read the *** and still have not been able to access my account to request a refund. I demand a full refund. I cannot access the website to make use of my subscription.

  Business Response

  Date: 09/26/2024

  Hello, 

  Our records show that this payment was refunded in full on September 24, 2024. Please allow for up to 5-10 days for the funds to appear in your account depending on your financial institution. 

  We apologize for the difficulties you had in accessing the service and hope you give us another try. You can always connect with our billing support via ****************************** or on the website: ***************************************

   

   

  Customer Answer

  Date: 09/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:08/15/2024

  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 subscribed to a monthly subscription as an annual subscription by mistake.Immediately after the subscription error, I sent an email requesting a refund.But Midjourney not only blocked my account and didn't refund me!This is a violation of consumer rights!Please refund my money!

  Business Response

  Date: 08/22/2024

  We have investigated the user's complaint and have issued a full refund in the amount of USD $288.00.

  User was found to be in violation of our Terms of Service, but the renewal amount of USD $288.00 was received after the user was blocked from our service. The user will remain blocked and unable to access the service due to these violations of our TOS.

• Initial Complaint

  Date:06/08/2024

  Type:Service or Repair 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 usually purchase a monthly subscription. Their interface update the one month is mixed with the annual. But it shows the monthly price although its an annual. They have a notice that if you cancel within 20 mins you get your refund automatically. I cancelled immediately and requested a refund it had been days since contacting customer support and not one response was given. This business has no live chat, no phone number, no active responding custom support yet they charge and take honest dollars.

  Business Response

  Date: 06/10/2024

  Thank you for your message. In order to investigate your concern, please provide the billing email address used or a recent invoice number. 

  
  There has been no attempt from customer *********************** to contact our billing support at ****************************** to resolve the issue.