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:04/18/2024

  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 was charged 288 dollars for a renewal, there is no way to cancel the subscription and get a prorated refunded. There is also no way to contact support. Circumstances change and I cant afford this service anymore. Making it difficult to get help is a scam to keep me subscribed.

  Business Response

  Date: 04/18/2024

  Thanks for reaching out to Midjourney Billing Support. We do offer customer support, and our billing support team can be reached at ******************************* In line with our terms of service, your payment method on file with our third party payment processor will be automatically charged at the end of each monthly or annual billing period.
  
  Weve canceled your subscription, effective immediately, and refunded US $288.00 for your most recent renewal. It may take up to 10 days for that to reach you, but you'll get a separate email confirmation shortly.

  Customer Answer

  Date: 04/19/2024

  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:04/16/2024

  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 Officer I hope this message finds you well. As a loyal user of **********************, I regularly subscribe to the membership at a rate of 30 per month.Due to my professional needs recently,I have found it necessary to upgrade to the 60 membership plan. I had reached out to midjourney support channel for assistance with the upgrade, and was informed that my payment method could not accommodate this change,and that I should send an email for further assistance.Following the instructions, I sent an email as requested. However, to my surprise, Midjourney officially banned my account the very next day. I had only subscribed to the $30 monthly membership few days ago and had barely utilized the service when I was abruptly removed from Midjourney's servers. This left me without the opportunity to inquire about the reasons behind this action, as there was no email explanation or refund provided. My account simply displayed a violation of the Terms of Service (ToS).I want to make it clear that Midjourney is a tool that makes images with the help of AI. All these images are kept and seen on the servers. I didn't make any pictures that break the rules of the community, like ones with violence or blood.I am very surprised and can't accept the sudden action by Midjourney. A big company like this in America should act responsibly and honestly with its customers. But it looks like they didn't follow these rules.I want my money back and I won't use this service again. I hope to stand up for my rights as a customer with your help.Thank you a lot.best regards.

  Business Response

  Date: 04/16/2024

  User'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. Your subscription has been canceled and you will not be charged again. This decision is permanent, and any attempt to evade it will not be tolerated.

  Customer Answer

  Date: 04/17/2024

   
  Complaint: 21580644
  
  I am rejecting this response because:

  The official only uses one reason to fob me off, and it's very overbearing. They don't give me a chance to appeal at all and just kick me out of the Midjourney server on Discord. Their reasons have no data to back them up, and all the reasons are just their own words. I insist that I have not violated any rules during the use process. I demand a refund of my fees.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 04/18/2024

  User's subscription has been canceled and will not be charged again.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21580644
  
  I am rejecting this response because:

  I refuse to disable and deduct money from my account for no reason, and I ask for a refund
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/23/2024

  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 purchase a subscription with Midjourney.com for a few months and I'm not longer using their services. I've canceled my subscription since. I live in **********, and I requested for my personal information and data to be deleted from their systems and databases. They have an online request form that I submitted back in November of 2023. It's been over 90 days, and the company has not responded or removed my personal data. I'm not asking for something they don't provide. The information on how to request for personal data to be deleted is outlined on their privacy-policy and Data Deletion FAQ: ********************************************************************** I'm asking for the company to respect my privacy and comply with removing all my personal information and data from their site as I no longer use their services. I'm attaching a copy of the email I received after I submitted my request.

  Business Response

  Date: 04/03/2024

  Dear valued customer,

  We have successfully added your deletion request to the queue. Please allow for up to 30 days for processing. 

  Unfortunately, some requests had been caught in a backlog queue, and we are working through these presently. Thank you for your understanding. If you require further support, do not hesitate to reach us here or at ****************************** for direct assistance. 

  Customer Answer

  Date: 04/04/2024

   
  Complaint: 21476322
  
  I am asking to put this case on hold for 30 days: The vendor says they need 30 days to complete my request. I've already been waiting about 5 months, and this is the first time I've had any response from them. I'm glad to hear they are willing to comply. I'd like to wait until my request has been completed on their end with a confirmation. They said I can email ****************************** which I've done in the past and there was no response. That's the main reason I want to put this case on hold and be sure they will delete all my data from their systems and databases as requested.  
  
  Sincerely,
  
  *********

• Initial Complaint

  Date:03/17/2024

  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 Complaints Division,I hope this email finds you well. I am writing to file a formal complaint against Midjourney for their failure to provide a refund in accordance with consumer protection laws in *****************.I recently subscribed to Midjourney's AI service with the expectation that it would meet my needs as advertised. However, upon using the product, I discovered significant deficiencies, particularly in the generation of character fingers, which were not disclosed during the purchase process. This lack of transparency misled me into believing that the product would perform as advertised.Despite my attempts to request a refund based on the product's failure to meet my expectations and the lack of disclosure regarding its limitations, Midjourney has refused to provide a refund. Their refusal is in direct violation of consumer protection laws, which require companies to offer refunds for products that do not meet consumer expectations or are misrepresented during the sales process.Therefore, I am seeking your assistance in resolving this matter. I request that the BBB investigate Midjourney's practices and take appropriate action to ensure that they comply with consumer protection laws. Additionally, I am requesting a full refund for the unused portion of my subscription in accordance with my rights as a consumer.I have attached relevant documentation, including correspondence with Midjourney, to support my complaint. Please let me know if you require any further information from my end.Thank you for your attention to this matter. I look forward to a prompt and favorable resolution.Sincerely,wangjianfeng

  Business Response

  Date: 03/18/2024

  We have conducted a review of the customer account and noted that the account shows usage in excess of our current refund policy. A refund is not available for this reason.
  You may review our terms here: **************************************************************;
  We confirm that the customer's monthly subscription is set to cancel at the end of the billing cycle on April 8, 2024.
  
  

  Customer Answer

  Date: 03/19/2024

   
  Complaint: 21444704
  
  I am rejecting this response because:

  Thank you for your response. However, I must express my continued dissatisfaction with the resolution provided. While I acknowledge your mention of usage exceeding the refund policy, I must emphasize that this policy limitation does not apply to my situation, which involves a request for a refund due to product quality issues.
  Having reviewed your terms of service through the provided link, I find that they do not explicitly outline the scenario where customers are denied refunds for product quality discrepancies. In fact, your terms fail to address how refund requests arising from such quality concerns are handled.
  I kindly request a thorough reassessment of my case and a reconsideration of the proposed resolution. My request for a full refund, in addition to the cancellation of my subscription, remains unchanged. I believe this is a reasonable request and within my rights as a consumer.
  Please review my case once more and provide a definitive decision on this matter. I am prepared to furnish any further supporting documentation if required.
  Thank you for your understanding and cooperation.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/19/2024

  Hello,

  In regards to Service Availability and Quality, please refer to Section 1. of the Terms of Service here: *********************************************************.

• Initial Complaint

  Date:03/07/2024

  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 have an Midjourney account. For the account, discord username is qrdesign. and billing account is ************************ It is very confusing that my account was locked after I paid a one-year service fee of $576. I am very worried so please give me a refund of $576 or unlock my account.

  Business Response

  Date: 03/07/2024

  This account was determined to be in violation of our Terms of Service, *********************************************************. All customers are required to acknowledge and accept the *** prior to using the service.

  
  We take violations of our ***, and dispute charge fraud seriously and are unable to reinstate the account.
  

  
  

  Customer Answer

  Date: 03/08/2024

   
  Complaint: 21398381
  
  I am rejecting this response because: I can not use the account so I need the refund of $576.
  
  Sincerely,
  
  **** Qrdesign.

  Business Response

  Date: 03/10/2024

  This account was determined to be in violation of our Terms of Service, *********************************************************. All customers are required to acknowledge and accept the *** prior to using the service.
  
  We take violations of our ***, and dispute charge fraud seriously and are unable to reinstate the account.

  Customer Answer

  Date: 03/12/2024

   
  Complaint: 21398381
  
  I am rejecting this response because: I've used less than 20 GPU minutes lifetime. And I paid for a year of service for $576.So I'm eligible for a refund. This is the rules!
  
  Sincerely,
  
  **** Qrdesign.

• Initial Complaint

  Date:02/18/2024

  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.

  At 11: 37 a.m. on November 8, I subscribed to a membership account for $1,152 at the halfway point, Valid for 1 year membership, but simply used less than 2 months time, the account to the abnormal ban, I now ask midjourney company to refund my money, cancel my account membership. We are currently unable to use our Midjourney account, so please agree to my request for a refunds. My transaction ID is ****************, and the business refused to process my request.

  Business Response

  Date: 02/21/2024

  This account was determined to be in violation of our Terms of Service, *********************************************************. All customers are required to acknowledge and accept the *** prior to using the service.

  We take violations of our ***, and dispute charge fraud seriously and are unable to reinstate the account.
  

  
  

  Customer Answer

  Date: 02/25/2024

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  :21309950
  
  ??????,??:??????????????,???????????????????????????,??????????????????,??????????,?????????????????????????????,????????????????????,?????????????????????????????????????????1152??????????,?????????????????????????????????
  
  ,
  
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  Customer Answer

  Date: 02/27/2024

  As the best AI painting company in *****************, I greatly appreciate this company, so I subscribed to a membership and paid $1152. However, after more than a month, it showed that I was banned. I carefully read the relevant service regulations, but I did not find any mistakes in it. The company stopped the service after I paid $1152, and they did not tell us the specific details. They only said that I violated the agreement, But I have carefully read the content and there are no violations. The number of uses of this account is very small, and it has only been used for less than two months. Secondly, I called the bank, and they also said that the company has received this payment, which is not a problem. I plead with them to carefully investigate the reason for me, and I also hope to receive a refund for the remaining months. In the future, I will continue to support the company if there is an opportunity, I hope you can read my request carefully. Thank you

  Business Response

  Date: 02/27/2024

  You have been blocked from accessing Midjourney for violations of the terms of service. This account was determined to be in violation of our Terms of Service, *********************************************************. All customers are required to acknowledge and accept the *** prior to using the service.
  

  Midjourney reserves the right to suspend or ban Your access to the Services at any time, and for any reason. You may not use the Services for purposes of developing or offering competitive products or services. You may not reverse engineer the Services or the Assets. You may not use automated tools to access, interact with, or generate Assets through the Services. You may not resell or redistribute the Services or access to the Service. Only one user may use the Services per registered account. Each user of the Services may only have one account.

  
  

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21309950
  
  I am rejecting this response because:I feel very regretful. They have been saying that I violated the service regulations, but after carefully reading the relevant service regulations, I am certain that this decision was wrong. I have always followed the service agreement, which is why I subscribed to the highest level of membership and recommended the software to countless friends around me. Now they believe that I violated the service regulations, which is a serious misjudgment. I hope to investigate it carefully, And I can provide consumers with a reasonable explanation, and I will further consult with federal lawyers. I believe the problem can be resolved as soon as possible. Thank you
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/16/2024

  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 submitted a BBB complaint to claim a refund from MidJourney but they didnt respond, This complaint is regarding that MidJourney isn't providing any support for my issue emphasising that this issue is different than the previous one and not duplicate.I have also sent an email to inform MidJourney that if they don't provide any solution for my issue I'll take legal action yet they never responded.I need solution from BBB.

• Initial Complaint

  Date:01/15/2024

  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.

  Transaction Date: 19 Dec 2023 Total payment: USD 288 (Standard plan)The standard plan I purchased includes one year of midjourney access On 16 Jan ****, midjourney suspended my account and did not tell me the detailed reason. It just said that I violated the ToS. I did not violate the ToS, and Midjourney did not inform me which provision of the ToS I violated.I tried to find channels for complaints, including customer service contact information and complaint email addresses, but Midjourney did not provide any of them, which was disappointing.My Midjourney account is [kaka_kakaka], and the screenshot of my order has been uploaded as an attachment.

  Business Response

  Date: 01/18/2024

  Customer account was determined to be in violation of TOS: *********************************************************
  
  Midjourney reserves the right to suspend or ban Your access to the Services at any time, and for any reason. You may not use the Services for purposes of developing or offering competitive products or services. You may not reverse engineer the Services or the Assets. You may not use automated tools to access, interact with, or generate Assets through the Services. You may not resell or redistribute the Services or access to the Service. Only one user may use the Services per registered account. Each user of the Services may only have one account.

  Customer Answer

  Date: 01/19/2024

   
  Complaint: 21149825
  
  I am rejecting this response because:
  

  This does not prove which rule I violated, and if they conclude that I violated a rule, they have no basis to still deduct the remaining fees from me. 

  I still strongly request Midjourney to initiate a refund

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

• Initial Complaint

  Date:01/11/2024

  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 attempted to delete my account with the controls provided by this business. The attempt failed, so I emailed the business in an attempt to have them delete all data and to delete my account and they have failed to send me a reply.

  Business Response

  Date: 01/11/2024

  Hello, as shared by our billing support team on ticket #******, all requests for data deletion must be completed by submitting a Data Deletion Request Form. Our privacy team will review and process your request at the timeline shared on the Form page here: ***************************************************************************************;

• Initial Complaint

  Date:01/02/2024

  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.

  Date of Transaction: 12 May 2023 The amount of money: ****** *********** Paid for: ** Image Generator Nature of Dispute: ** is generating images of the same place over and over while it should generate new/other/different/variant images so it has a bug, I tried to move around but the ** stick to generating almost same place for multiple generic queries Did the business tried to solve the problem: No, they told me it is my mistake that I decided to pay for 1 year subscription rather I should have tried 1 month. Then totally stopped responding to me.Account: ************** Receipt number: 2403-2700 Invoice number: 1EA603DD-0009 I have the right on the business to solve this bug for me and refund me for the months I encountered the bug on. But since they are terrible at responding to my customer service queries I want a full refund as they denied me basic right of a proper customer service.

  Business Response

  Date: 01/03/2024

  Customer states they were having an issue with using the service and we have offered multiple resources to guide the user through how to use the service. Customer account is outside of our refund policy. Customer subscribed to an annual ****** plan on May 12, 2023.

  We offer an annual plan at a 20% discount off of the monthly rate. The annual plan comes with a 1 year commitment in order to obtain this discount.

  Further, customer continues to send threatening messages "Final warning if I don't get refund on the remaining months I'll spread videos and content that would make you lose money on advertisements and referrals." 

  "Customer service ****, I faced issues and asked for help they just didn't care they said why did you pay for one year you could have tested 1 month. I would never recommend this **** app."

  As stated previously, your account is ineligible for a refund according to our refund policies *********************************************************

  
  

  Customer Answer

  Date: 01/04/2024

   
  Complaint: 21083788
  
  I am rejecting this response because:
  1. Regardless of the refund period given that the ** is having a bug this means I'm not receiving what I deserve. 

  2. The messages they copied from me because their services are bad and people shouldn't pay them for extremely terribly customer service. And extremely terrible app.

  3. Claiming that they offered multiple resources to solve my problems is totally false barely only 1 person of their team was polite with me but his suggestion didn't work. Other team members were not polite with me and I didn't like their attitude of writing to me.

  4. What the company quoted from me is been tailored to the story they wanted to tell not to the reality. I told the business I'm welling to accept recalculation of the cost to be monthly bases rather than annual bases so that I will lose the 20% discount. But seems like they care about money only. Therefore,  at this time and after spending all efforts I spent I'd like to get a full refund please.

  5. summary since there is a bug in the app then the service isn't appropriately provided and therefore the refund is a right not a favor. And given the bug circumstances refund period shouldn't be taken into consideration and the bug resolution or refund comes at top priority. 

   

  I'd like to thank BBB for the efforts bringing in this platform to resolve issues like this and I appreciate the time spent on this issue.

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

  Business Response

  Date: 01/04/2024

  Please refer to section 1 of the Terms of Service available here: *********************************************************

  1. Service Availability and Quality
  We are constantly improving the Services to make them better. The Services are subject to modification and change, including but not limited to the art style of Assets, the algorithms used to generate the Assets, and features available to the Customer. No guarantees are made with respect to the Services quality, stability, uptime or reliability. Please do not create any dependencies on any attributes of the Services or the Assets. We will not be liable to You or Your downstream customers for any harm caused by Your dependency on the Service.

  Customer Answer

  Date: 01/05/2024

   
  Complaint: 21083788
  
  I am rejecting this response because:
  1. 2 responses from the business and yet they didn't deny the fact that there is a bug. Rather they provided proof they know that the system is buggy. This proof that I didn't get the service I deserve to get.

  2. The statement they shared from terms and conditions talks about making the company liable doesn't talk about my rights and what i deserve of services. 

  3. I didn't ask the company to be liable for any legal matter I initially asked for a refund on the remaining months and accepted recalculation of fees due to issues in the system so I was extremely fare with the company. Now I put so much efforts I want full refund.

  4. Rather than the company fix my issue all they care about to find some terms and condition to allow them to take my money and give me nothing in return and this is exactly why I say the company only cares about money.

  5. 2 responses from the company and they didn't even care to say that they apologize for what I experienced which shows the character of the company dealing with customers and thats why I say the company has terrible customer service.

  6. summary. The company itself didn't deny the existence of the bug rather they provided a proof of their knowledge of their bug in app. The company solely focused on finding a reason to take money with being hold responsible to provide a proper service in return. Therefore, given the app is not properly giving me the expected proper service then I paid money for nothing. Therefore, I'd like to get full refund.

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