Hello OpenAI Community,
I am a professor at Southern Methodist University trying to subscribe to ChatGPT Pro for NIH-supported university research.
For nearly two weeks, I worked with OpenAI Support on a sales-tax exemption request. I provided SMU’s official 2026 Texas Sales and Use Tax Exemption Certification, a version listing OpenAI OpCo, LLC as the seller, matching Tax ID and billing information, and screenshots confirming the account setup.
Support acknowledged receiving these materials and indicated that the review could proceed. However, I was later asked to verify the same information again, and OpenAI Support has now stopped responding to my follow-up requests for about a week.
I appreciate the efforts of the individual Support representatives who previously assisted me. My concern is with the overall process: repeated verification, lack of case continuity, and now the absence of any response.
Because this subscription is tied to external research funding, tax compliance must be resolved before I can proceed with the intended ChatGPT Pro subscription.
I hope OpenAI can improve case ownership, escalation pathways, and status transparency for institutional and research customers.
I value OpenAI’s technology and am sharing this in the hope that the support experience can better match the quality of the product.