Perplexity Accused of Using Its Own AI to Block Refunds and Stonewall Customer Disputes

A post gaining rapid traction on Reddit's r/artificial has turned into a fast-moving brand problem for Perplexity, with allegations that the AI search company deploys its own LLM-powered support bots to stonewall refund requests and exhaust users attempting to resolve consumer disputes. The claims are unverified, but the thread is spreading quickly and Perplexity has not publicly responded.

The broader pattern is already on regulators' radar. Consumer protection agencies in the EU and several U.S. states are examining whether AI-driven customer service creates systematic barriers to legitimate refund claims — particularly when the company providing support and the company being disputed are one and the same.

For Perplexity, the reputational stakes are unusually high. The company has built its brand on accuracy and trustworthiness as a direct contrast to ad-driven search, and it carries a multi-billion-dollar valuation on that positioning. An AI stonewalling your refund is a clean negative headline.

Using your own product to avoid accountability is bold. Whether it is legal is a separate question that regulators appear prepared to answer.

Read the full story at Reddit r/artificial