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:07/10/2026

  Type:Order 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 never signed up for Otter AI and they keep joining meetings on my behalf and sending notes from me to people I know without my permission

  Business Response

  Date: 07/10/2026

  Thank you for bringing this matter to our attention.
  We were unable to locate a previous support request regarding this issue. To ensure we can properly investigate, we have reached out to you directly using the email address you provided in your BBB complaint and requested additional information.
  We take reports of unauthorized account activity seriously and will work with you to investigate your concerns and determine the appropriate next steps. We encourage you to reply to our support message so we can continue assisting you as quickly as possible.

• Initial Complaint

  Date:07/08/2026

  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.

  I am a single individual user of REMOVED. My workspace (billing owner REMOVEDhas been billed on the Business plan for three seats at $90.00 per month. This REMOVEDhas never had three distinct human users. The only human operator is me. The other accounts listed as workspace members are my own duplicate Otter accounts, not separate people, and never required separate paid seats. Workspace usage is near zero; the current billing cycle shows 3 transcription minutes used.Billing history shows eleven consecutive monthly charges of $90.00 from September 19, 2025 through July 7, 2026, and possibly earlier periods under full billing history. Throughout this period I was billed for two seats beyond the single seat my actual use required, an overcharge of about $60.00 per month.I contacted Otter support (request number REMOVED) to reduce the plan to one seat and refund the overcharge. Frontline support does not resolve retroactive billing adjustments, which is why I am bringing this to BBB.I request a retroactive refund of the two excess seats (about $60.00 of each $90.00 monthly charge) for the full period the three-seat plan has been billed, at least September 2025 through July 2026 (about $660.00), plus any earlier charges in full billing history; reduction of the subscription to one seat; and written confirmation that no further billing will occur for the removed seats.

  Business Response

  Date: 07/09/2026

  Thank you for bringing this matter to our attention.
  REMOVEDhave reviewed the customers account and confirmed that the subscription has been canceled and that no further billing will occur. Appropriate billing adjustments have been completed to fully resolve the customers concern.
  REMOVEDhave contacted the customer directly to confirm resolution and appreciate the opportunity to address this matter.

  Customer Answer

  Date: 07/09/2026

   
  Complaint: 25026984
  
  I am rejecting this response because: the documented overcharge has not reached me, and the business's statement that billing adjustments were completed does not resolve it.
  
  The facts are from the business's own records and its July 8, 2026 emails:
  
  1. From April 19, 2025 the account was billed for three Business seats at REMOVEDper seat per month, a total of REMOVEDper month, when one seat met the need. That is two duplicate seats billed for approximately fifteen months, an overcharge of approximately REMOVED.
  
  2. On July 8, 2026 the business issued partial refunds of approximately REMOVEDfor one seat and declined to refund the second seat, citing usage. Usage on one seat does not justify billing a single account holder for two additional duplicate seats that carried no separate value.
  
  3. Of the approximately REMOVEDissued, approximately 3REMOVEDwas sent by the business to cards that are closed, including a card tied to a bank account that was closed by the bank. Those funds have not reached me. I cannot retrieve funds the business sent to closed accounts, and the business selected the destination.
  
  4. The amount that has actually reached me is approximately REMOVED, of an overcharge of approximately REMOVED.
  
  A refund that does not reach the consumer does not resolve the overcharge. The direction to contact my bank does not apply where the business chose a closed destination.
  
  I request two things. First, for each refund the business states it issued, the Acquirer Reference Number or Trace ID for the transaction, so the disposition of each refund can be verified. Second, that the business make me whole for the full documented overcharge of approximately REMOVED, less the approximately REMOVEDalready received, by paper check or ACH transfer to a current account I will provide. I am not requesting a redirect to a card. A check or ACH transfer resolves the delivery problem the business has identified.
  
  I provided the refund receipt numbers and their card destinations to the business on July 8, 2026 and can provide them to BBB on request.
  
  Sincerely,
  
  REMOVED
  

  Business Response

  Date: 07/10/2026

  Thank you for the consumer's additional comments.

  Otter.ai has confirmed that the approved refunds were successfully processed to the original payment methods used for the applicable transactions. Refunds can only be issued back to the original payment method, and we are unable to redirect completed refunds to another card, issue payment by paper check, or send funds via ACH.

  Refunds typically appear on the cardholder's statement within 5 to 10 business days, depending on the processing times of the issuing financial institution. If a payment card or associated bank account has since been closed, the refund is still sent through the card network to the original payment method. The issuing financial institution will then typically handle the refund in accordance with its own policies.

  To further assist the consumer, we have provided the applicable Acquirer Reference Numbers (REMOVED) through our direct support channel so the issuing financial institution can help locate the refund transactions.

  At this time, Otter.ai has completed the approved billing adjustments and has no further action available.

  
  

  Customer Answer

  Date: 07/10/2026

   
  Complaint: 25026984
  
  I am rejecting this response because: The response is not fully satisfactory. On July 10 Otter's support channel provided four Acquirer Reference Numbers. Otter issued multiple separate refund confirmations dated July 8, each with its own refund number. Four REMOVEDdo not let me reconcile all of the approved refunds. Request: post in this BBB record one line per approved refund showing the refund number, date, amount, the last four digits of the card credited, and the REMOVEDfor that refund. I will verify receipt with the issuing bank. Please keep this complaint open until the complete list is posted and the funds are confirmed received.
  
  Sincerely,
  
  REMOVED

• Initial Complaint

  Date:06/09/2026

  Type:Sales and Advertising 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.

  The Otter AI app appeared in my online meetings to "take notes" for me and had all of my upcoming meeting information and had seemingly integrated itself into all of my programs and apps without me ever signing up, giving it permission, or even hearing of it before. It just showed up. Completely invasive and a violation of my privacy.

  Business Response

  Date: 06/09/2026

  Thank you for sharing your feedback, and we sincerely apologize for the frustration this has caused.
  
  We are requesting your information so we can look into this further and find the best way to address your concerns. To assist us, please provide the email address associated with your Otter account, along with the full name listed on the account.
  
  Additionally, we kindly ask that you submit a request through our App Review form here:
  REMOVEDhidden="true">help.otter.ai/appreview
  
  Once we have your details and your submission is received, well work on resolving the issue as quickly as possible. We appreciate your patience and the opportunity to make this right.

• Initial Complaint

  Date:05/22/2026

  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.

  I'm not sure how they get access to my debit card ending in 5481 but they need to refund all payments they gave taken from my account. I did not authorize any payments to be made to this company and im requesting all refunds immediately. I'm not interested in the services at all. Please refund all money. They debited my account in May 5, 2026.

  Business Response

  Date: 05/27/2026

  Thank you for sharing your feedback, and we sincerely apologize for the frustration this has caused.
  
  Weve requested your information so we can look into this further and find the best way to address your concerns. To assist us, please provide the email address associated with your Otter account, along with the full name listed on the account.
  
  Additionally, we kindly ask that you submit a request through our App Review form here:
  help.otter.ai/appreview
  
  Once we have your details and your submission is received, well work on resolving the issue as quickly as possible. We appreciate your patience and the opportunity to make this right.
  

• Initial Complaint

  Date:04/18/2026

  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.

  I tried to cancel my free subscription and i could not find any way to do it. They may be a way but they have made it very complicated, between the different meanings of deleting your account and cancelling your account and gave me the feeling of going around in circles, hitting the same brick wall every time. So I sent them an email a few days after signing up for a free 14 day trial, saying "Please cancel my subscription." I can forward it to you if you give me your email address. I got no response from them.

  Business Response

  Date: 04/28/2026

  Thank you for bringing this matter to our attention.
  REMOVEDhave reviewed the customers account and confirmed that the subscription has been canceled and that no further billing will occur. Appropriate billing adjustments have been completed to fully resolve the customers concern.
  REMOVEDhave contacted the customer directly to confirm resolution and appreciate the opportunity to address this matter.

• Initial Complaint

  Date:04/07/2026

  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.

  *I paid for an annual subscription on Nov 9, 2025.*The service worked initially, but when I tried to log in Apr 6, 2026 (with the same email address to which they sent the receipt and what I use for all my accounts), they said no such account exists.*I emailed the address they list for support and received a message back that I should log into my account and ask for help from there.*I also tried using their chat, which sent me into another loop.*I tried filling out their form, which insisted I use a work email address. I didn't use a work email address to create the account.

  Business Response

  Date: 04/28/2026

  Were sorry for the delay in responding. Weve reviewed this concern and would like to help resolve it.
  Please reach out to us at help.otter.ai/appreview and reference your BBB case so we can assist further.

• Initial Complaint

  Date:04/06/2026

  Type:Billing 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.

  Complaint Against Otter.ai Unauthorized and Excessive Billing Charges I am filing a complaint against Otter.ai regarding multiple unauthorized and excessive charges on my REMOVEDaccount was originally billed at a consistent monthly rate of $16.99 from October 2025 through January 2026. However, beginning in February 2026, I began receiving significantly higher charges without clear authorization, explanation, or notification.Below is a summary of the charges:02/02/2026 $8.11 02/04/2026 $101.94 03/02/2026 $1.80 03/04/2026 $118.93 04/04/2026 $118.93 These charges are inconsistent with my original subscription plan and were not expected. I did not knowingly upgrade my subscription, authorize additional services, or receive clear notice that my billing would increase to these amounts.I attempted to review my account and billing details, but the charges are not clearly explained, and I have not received adequate clarification from REMOVEDthis time, I am requesting:A full refund of all unauthorized or excessive charges beyond my original $16.99/month plan A clear explanation of how these charges were applied Immediate correction of my subscription to prevent further overbilling This situation reflects a lack of transparency and potentially deceptive billing practices. I am seeking a prompt resolution.

  Business Response

  Date: 04/28/2026

  Were sorry for the delay in responding. Weve reviewed this concern and would like to help resolve it.
  Please reach out to us at help.otter.ai/appreview and reference your BBB case so we can assist further.

• Initial Complaint

  Date:02/28/2026

  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.

  Otter.ai charged me twice last year, once on October 28th, and again on October 31st. I reached out to through their website to resolve the issue and no one has responded.I also raised this issue with my bank. They are waiting to hear about the response from Otter.ai.

  Business Response

  Date: 04/28/2026

  Were sorry for the delay in responding. Weve reviewed this concern and would like to help resolve it.
  Please reach out to us at help.otter.ai/appreview and reference your BBB case so we can assist further.

• Initial Complaint

  Date:02/17/2026

  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.

  I reactivated my Otter.ai account on July 23, 2025, specifically to record a high-priority meeting. The software failed to record the meeting entirely. I have not logged into or utilized the service a single time since that failure.Despite zero usage, Otter.ai charged my debit card (ending in 1077) seven consecutive times ($30 each) for a total of $210.00. Crucially, Otter.ai failed to send a single billing receipt, renewal notice, or transaction confirmation to my email REMOVEDduring this entire 7-month period.When I contacted support (Reference: REMOVED.), they refused a refund and admitted that monthly receipts are "opt-in" only. This is a deceptive "dark pattern" billing practice designed to conceal recurring charges from consumers. I cancelled again on Feb 17, 2026, and even then, I received no confirmation email from their system. I am demanding a full refund of $210.00 for services not rendered and deceptive billing.

  Business Response

  Date: 04/28/2026

  Were sorry for the delay in responding. Weve reviewed this concern and would like to help resolve it.
  Please reach out to us at help.otter.ai/appreview and reference your BBB case so we can assist further.

  Customer Answer

  Date: 04/29/2026

   
  Complaint: 24537480
  
  I am rejecting this response because:
  
  I had to work directly with my bank to resolve the matter as their customer service provided no response. Their business practices are unethical. 
  
  Sincerely,
  
  REMOVED

  Business Response

  Date: 04/30/2026

  Thank you for bringing this matter to our attention.
  We have reviewed the customers account and followed up directly to address the concerns raised. While some charges were already disputed through the customers financial institution, we have also issued additional refunds for three billing periods as a gesture of goodwill.
  The customer has been contacted directly regarding this resolution.
  We appreciate the opportunity to address this matter.

• Initial Complaint

  Date:02/01/2026

  Type:Billing 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 be opened a free account through the Apple Store. I went to cancel before the free trial was over and there was no clear way for this to happen. I tried cancelling through the app and it said I created the account online. I did not. I went online and it says I have the free basic account. It tells me to cancel through the app. I have now been charged $89.99. O want this refunded and my subscription cancelled. Also, there is no way to get ahold of anyone through the company. Seems like a money grab:1) no clear way to cancel.2) no customer REMOVEDstates I have free basic but then charge for Pro-Plan.

  Business Response

  Date: 02/02/2026

  Thank you for bringing this matter to our attention.
  We have reviewed the customers account and confirmed that the subscription has been canceled and that no further billing will occur. Appropriate billing adjustments have been completed to fully resolve the customers concern.
  We have contacted the customer directly to confirm resolution and appreciate the opportunity to address this matter.