Complain About Cloudinary - learn how to file a complaint

Trying to get a straight answer can be tough. Here’s where to start, and what to expect from each method.

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

• Be Hyper-Specific: Instead of saying "my bill is wrong," say "My invoice #12345 from October 15th incorrectly charged me for 50,000 transformations when my dashboard shows only 10,000."
• Provide Evidence: Attach screenshots of your dashboard, the invoice, and any relevant error messages. Make it impossible for them to misunderstand.
• Reference Their Docs: If their service isn't working as their own documentation claims, include a link to that documentation in your ticket. It shows you've done your homework.

If your support ticket is going nowhere, it's time to escalate. Don't just keep replying to the same email chain and hoping for a different result.

Internal Escalation

First, reply to your existing ticket and ask for your case to be escalated to a senior support specialist or a manager. Use clear language like, "This issue is not resolved. Please escalate this ticket to a manager for review."

External Escalation Bodies

If they still don't resolve your issue, you can take it to an external body. For a US-based tech company like Cloudinary, your best bet is the Better Business Bureau (BBB).

• Better Business Bureau (BBB): You can file a complaint online at BBB.org. The process is free. You describe your problem and desired outcome (like a refund). The BBB then forwards your complaint to Cloudinary, who is expected to respond. Cloudinary seems to respond to their BBB complaints, but prepare to wait. It's not an instant fix, but it creates a public record and often gets a response from a different department than standard customer service.

Subject: Formal Complaint Regarding Unexplained Charges on Account [[Your Account ID or Email]]

Hi there,

I am writing again to resolve an issue with unexpected billing on my account. Despite trying to understand my usage through the dashboard, my latest invoice, [[Invoice #]], shows a charge of [[$Amount]] that is significantly higher than anticipated.

This charge is for [[briefly describe, e.g., 'image transformations' or 'bandwidth']] that I cannot account for. Frankly, it's been incredibly frustrating trying to get a clear explanation for this, and it has disrupted my project budget.

To resolve this, I require a detailed breakdown of these charges and a credit for the unexpected amount. I also need clear instructions on how to prevent this from happening again.

If I don't receive a satisfactory response within 3 business days, my next step will be to file a formal complaint with the Better Business Bureau.

Thank you for your prompt attention to this matter.

[[Your Name]]

Pro Tips for Making Your Complaint Heard

• Use a Clear Subject Line: Don't just write "Help." Use something like "Billing Dispute - Invoice #12345 - URGENT." It helps them route your ticket correctly.
• Ask for a Read Receipt: When you send an email, request a read receipt. It's a small thing, but it confirms they've at least opened your message.
• Go Public on X (Twitter): If you're being ignored, a polite but firm public post can work wonders. Post something like: "@Cloudinary I've been waiting 5 days for a response to ticket #98765 about a major billing error. Can someone please help?" It shows you're serious.
• Check the Community Forums: One user on their forum mentioned they only solved a bug after finding a workaround posted by another developer. Sometimes the community is faster than the company.

Tired of writing detailed support tickets just to get an automated reply? Or trying to figure out which of the five contact forms is the right one for your specific problem? Sound familiar? It's exhausting. The endless back-and-forth, the waiting, the feeling that you're shouting into the void. No joke. Pine AI handles all that for you. We navigate the confusing support systems, follow up persistently, and manage the entire complaint process. Let us deal with the corporate runaround so you can get back to actually building things.