Complain About Cloudinary - File a Complaint Today

Best ways to complain to Cloudinary

Getting a hold of a real person at Cloudinary can feel like a quest. They really push you towards their ticket system, so be prepared to document everything.

⏱️ Estimated Response Times from Cloudinary After Complaining

Immediate to 48 hours, but honestly, it can feel a lot longer when you're waiting for a real answer.

🔍 Tips to Get a Quicker Response from a Complaint

• Be Hyper-Specific: Don't just say "it's broken." Provide your cloud name, asset URLs, error messages, and screenshots. The more data you give, the less they have to ask for.
• Use a Clear Subject Line: Start with "Urgent Billing Dispute" or "Technical Issue with Transformations." Get straight to the point.
• Reference Your Ticket Number: If you post on social media, always include your support ticket number to link the complaint.

How to Escalate Your Complaint

If Cloudinary support is giving you the runaround, it's time to escalate. First, reply to your support ticket and explicitly ask to have your issue escalated to a senior support manager. Be direct.

If that goes nowhere, your next step is the Better Business Bureau (BBB). You can file a complaint online at BBB.org. It's a formal process, and companies like Cloudinary usually respond to avoid a negative mark on their public profile. The BBB acts as a mediator, but prepare to wait. Cloudinary will likely respond just to get the case closed, so make sure your desired resolution is crystal clear from the start.

Email Template to Complain to Cloudinary

Subject: Formal Complaint: Unresolved Billing Error on Account [[Your Cloud Name]] - Ticket [[Ticket #]]

I am writing again to resolve a persistent billing issue. Despite contacting support on [[Date of first contact]], my account was incorrectly charged [[$Amount]] on [[Date of charge]].

This charge is for overages that I believe are due to a miscalculation or a lack of clear notification from your system. Frankly, spending hours trying to get this corrected has been incredibly frustrating and has disrupted my workflow.

To resolve this, I require a full refund of the [[$Amount]] charge to be processed immediately. I also need written confirmation that the issue causing this overage has been investigated and fixed.

If I do not receive a satisfactory response and confirmation of the refund within 3 business days, my next step will be to file a formal complaint with the Better Business Bureau and initiate a chargeback with my credit card provider.

Thank you for your prompt attention to this matter.

[[Your Name]]

Additional Helpful Tips to get Your Complaint Resolved

• Ask for a Manager Immediately: In your first reply to a generic support answer, just say, "Please escalate this ticket to a manager." It can cut through the first tier of support.
• Reference Their Own Terms: If your complaint is about a service issue, find the specific clause in their Terms of Service or service level agreement (SLA) and quote it in your ticket.
• Use Social Media with a Timestamp: When you post on X (Twitter), say something like, "Hey @cloudinary, still waiting for a response to ticket #12345 from 72 hours ago. Can anyone help?" The timestamp adds pressure.
• Check Developer Forums: Sometimes a developer on Stack Overflow or Reddit has found a workaround or a direct contact that isn't publicly listed. One user mentioned they only got a real response after detailing their issue in a public developer forum and linking it in their ticket.

Tired of deciphering Cloudinary's credit system or getting a vague, automated reply to your support ticket after waiting two days? Sound familiar? It's exhausting trying to argue with a company that makes it this hard to get a straight answer about your own bill.

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