Hi everyone,
I’m hoping someone from the community or the OpenAI team might be able to help point me in the right direction.
I’ve been trying to resolve a billing/refund issue for quite some time now and seem to be stuck despite multiple attempts through the regular support channels. I tried email and the chat bubble on the help page, but didn’t get any help so far. I even tried reaching Sam Altman (his team I guess) directly via the publicly available mail.
Short background:
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The original billing case was opened in July 2025 (Case ID: 215469905069097).
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This concerns unused prepaid API credits in the amount of approximately $28,000.
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The account belongs to a public university (I’m handling this on behalf of the institution).
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At the time, OpenAI Support confirmed in writing that a refund would be possible and noted the case internally.
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As advised, I reached out again when the relevant time came.
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On January 1st, 2026, I contacted support again and received a new case number: 04247720.
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Since then, I’ve followed up multiple times, but so far I’ve only received automated acknowledgements and no further response.
I fully understand that support teams are busy, and this is not meant as a complaint. I’ve tried to follow all instructions carefully and handle this through the official channels.
That said, this matter is very important for us as a university, and I’m mainly looking for help ensuring that the case reaches the appropriate billing or finance team, or for guidance on what the best next step would be.
If anyone from OpenAI is active here and able to take a look or nudge this in the right direction, I would be very grateful. Even a short confirmation or hint would already help a lot.
Thanks in advance, and thanks to the community for taking the time to read this.
Best regards
Marvin