Hightail's Trustpilot score is a shocking 1.3 out of 5 stars. Seriously, it's not just you. A staggering 92% of their reviews are 1-star, and the Better Business Bureau gives them a flat 'F' rating. Most complaints circle around the same frustrating issues: impossible-to-get-refunds on auto-renewals and customer service that seems to have vanished. People are fed up with being charged for a service they tried to cancel and then hitting a wall of silence when they ask for their money back. It feels like they make it difficult on purpose.
Best ways to complain to Hightail
It's tough to get a hold of a real person at Hightail, which is a huge part of the problem. They seem to funnel everyone towards online forms, making it easy to feel ignored. Here are the main ways to try and break through the silence.
| Contact Method | Details & Availability | Why use this instead... |
|---|---|---|
| Support Ticket | Hightail's Official Support Form | This is their official channel. Use it to create a paper trail for your complaint, but don't expect a quick reply. |
| Social Media | Tag them on X (formerly Twitter) @hightail | For public complaints. Companies often respond faster when their reputation is on the line. |
⏱️ Estimated Response Times from Hightail After Complaining
Immediate to 30 minutes, but honestly, it feels longer.
| Method | Expected Wait Time |
|---|---|
| Support Ticket | 24 - 72+ Hours |
| Social Media | 4 - 24 Hours |
🔍 Tips to Get a Quicker Response from a Complaint
- Be Hyper-Specific: Don't just say "billing issue." State the exact amount, the transaction date, and the invoice number.
- Use a Clear Subject Line: Make your ticket subject line something like "Urgent: Incorrect Renewal Charge on Account [Your Account Email]".
- Attach Everything: Screenshot the charge on your bank statement, the cancellation confirmation you never received, anything that proves your case.
How to Escalate Your Complaint
If Hightail is giving you the silent treatment, it's time to escalate. Your best bet for a US-based software company like this is the Better Business Bureau (BBB). Go to the BBB website and file a formal complaint against Hightail's parent company, OpenText. You'll need to provide details of your issue and your attempts to resolve it with them first. The BBB then forwards your complaint to the company for a response. Hightail usually responds to these, but prepare to wait. It's not an instant fix, but it forces them to officially address your problem. Another option for billing issues is a credit card chargeback, which can be very effective, but make sure you have documentation to back up your claim.
Email Template to Complain to Hightail
Subject: Formal Complaint Regarding Unresolved Billing Issue on Account [[Your Email Address]]
To Whom It May Concern,
I am writing again to resolve an incorrect charge on my account. This is my third attempt to contact you about this, as my previous support tickets have gone unanswered.
On [[Date of Charge]], my card was charged [[$Amount]] for a subscription renewal that I had already cancelled on [[Date of Cancellation]]. Frankly, having to chase this down and spend my time proving I cancelled has been incredibly frustrating and a huge waste of my time.
To resolve this, I require a full refund of [[$Amount]] to be processed immediately. I also need written confirmation that my subscription is, in fact, cancelled and that I will not be billed again.
Please be aware that if I do not receive a satisfactory response and confirmation of my refund within 48 hours, my next step will be to file a chargeback with my credit card provider and submit a formal complaint to the Better Business Bureau.
Thank you for your prompt attention to this matter.
[[Your Name]]
Additional Helpful Tips to get Your Complaint Resolved
- Mention the Parent Company: When escalating, sometimes mentioning the parent company, OpenText, can get more attention. It shows you've done your research.
- Reply to the Automated Email: A user on a tech forum said they only got a human response after replying directly to the automated "we've received your ticket" email. No idea if it's a glitch, but it's worth a shot.
- State Your Intention Clearly: In your first message, say "If this is not resolved, I will escalate to the BBB." Sometimes just showing you know your options is enough to get a better response.
Let Pine AI Help Raise the Complaint to Hightail
Tired of sending support tickets into a black hole at Hightail? Sound familiar? Their customer service is infamous for being slow and unhelpful, and honestly, who has the time to fight with them for weeks over a refund you're entitled to? Let Pine AI handle it. We'll manage the persistent follow-ups and deal with the corporate pushback so you don't have to. No more refreshing your inbox waiting for a reply that never comes. It just saves your sanity. Let us take over the tedious back-and-forth.
Frequently Asked Questions about Hightail Complaint Filing
What if Hightail doesn't reply?
Can I escalate my complaint legally?
Are there lots of people leaving Hightail?
Is this the right phone number to contact Hightail?
What's the easiest way to cancel a subscription with Hightail?
Other ways that I can contact the Hightail?
Why was I charged after I cancelled?
Olivia Harper
Content Manager
Olivia Harper, a Content Manager with nine years of experience, creates user-focused guides on subscription services. Featured in Digital Consumer Reports, her work simplifies subscription terms and cancellations.
