Retell AI

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Contacts & Login

• Official website: https://www.retellai.com/
• Contact number for questions, complaints or billing (Terms of Service, section 23): +1 (415) 358-5433
• Support and billing email; also privacy requests (Terms sec. 23, Privacy Policy): [email protected]
• Customer Support Portal (account, billing, bug or per-call issues): https://support.retellai.com/
• Status page (uptime and incident history): https://status.retellai.com/
• Dashboard login (Billing tab, credits, auto recharge): https://dashboard.retellai.com/
• GDPR/EEA Data Subject Access Request (DSAR) form linked in the Privacy Policy's GDPR section (U.S. r: https://forms.gle/HQFz8SyjynB2NRh48
• Outage report form (production outages affecting live voice traffic only; linked from the Retell sup: https://docs.google.com/forms/d/e/1FAIpQLScQAm4GxtLBC6riqW2sXa5osp3WB0VHbZ2cOSWgBgOkyXtNsA/viewform

Locations

Retell AI: what to check if you are billed, or if an AI call came from a business using Retell

Retell AI Inc. (retellai.com) sells a platform that businesses use to build AI agents that make and answer phone calls. Two groups of people look for it: paying customers with billing or account questions, and people who received a call from an AI voice that a business built on Retell. The steps below are drawn from Retell's own documents as read on September 30, 2026.

If you are a Retell customer:

• Open the Billing tab and check which version you are on. Retell's billing docs say a "Credits Balance" with "Buy credits" and "Auto recharge" buttons means prepaid credit billing, while invoices with no credit balance mean legacy monthly billing.
• The docs say workspaces still on legacy monthly billing move to credit-based billing on September 30, 2026, and that the credit balance then "starts at $0" unless you click "Switch now" and add credits first. Enterprise workspaces stay on monthly invoicing. The docs add that after the move, usage stops when the balance reaches zero unless auto recharge is on.
• Before closing an account, follow Retell's "Stop charges" list: turn off auto recharge, release Retell phone numbers, delete knowledge bases beyond the free tier, remove concurrency or calls-per-second upgrades, and settle invoices. The docs state that purchased credits are non-refundable, so spend the balance down first. Turning off auto recharge alone does not remove phone numbers, extra knowledge bases or concurrency upgrades, which the docs say are billed monthly until released or removed.
• For a billing question or dispute, Retell lists [email protected], the Customer Support Portal at support.retellai.com, and the telephone number in section 23 of its Terms (+1 (415) 358-5433). Its docs say support is available seven days a week, 9 AM to 9 PM PST, with a 24-hour first-response target.
• Retell's support page asks that every ticket include the workspace ID, agent ID and (if relevant) call ID, what you expected versus what happened, steps to reproduce, and screenshots; a separate outage report form is listed for production issues affecting live voice traffic. For a billing dispute it may also help to keep the invoice and charge IDs, a record of your credit balance, auto-recharge and budget settings, call timestamps in UTC, and the link to any status-page incident.
• For a formal claim, section 16.1 of the Terms requires a written description of the claim and a 60-day negotiation period before court; the address reference in that section is inconsistent (see the Terms section below).

If an AI voice called you:

• Retell describes its service as a platform for its customers' calls. Its Terms say the customer is "solely responsible for obtaining, documenting, and retaining evidence of valid consent" and that "Retell AI does not obtain consent on behalf of Customer." The Terms require the agent to name the business on whose behalf the call is made, and that business is the one to contact.
• Under Retell's contract terms, customers must configure agents to recognize opt-outs such as "stop calling" and "take me off your list". The FCC says you may opt out of any robocall at any time in any reasonable manner.
• Complaint routes: the FCC (fcc.gov/complaints, category "unwanted calls"), the FTC (reportfraud.ftc.gov or donotcall.gov), your state's public service commission or consumer protection office (the FCC guide points there for state do-not-call lists), and, for debt-collection calls, the CFPB. Retell's pages list a general support email ([email protected]), a telephone number (+1 (415) 358-5433) and a postal address (Retell AI Inc., 540 Price Avenue, Redwood City, CA 94063) in section 23 of the Terms, a Customer Support Portal (support.retellai.com) and a community forum; a separate outage report form is for production outages affecting live voice traffic. No dedicated abuse-report or recipient opt-out email address was identified in the Terms, Privacy Policy or docs pages checked on September 30, 2026.
• Useful to keep: the number that called, the date, time and time zone, any voicemail, the business name the voice gave, the purpose it gave, the exact words you used to opt out, and any later calls. Caller ID alone may not show that Retell was used, because Retell's docs describe customers connecting their own numbers and a "Branded Call" option that shows a business name, so the business named on the call is the main lead. Check your state's rules before recording a call; the Addendum notes that some states require all-party consent to record.

Retell AI pricing, prepaid credits, auto recharge and the September 30, 2026 billing change

Published prices. Retell's pricing page (read September 30, 2026) lists the pay-as-you-go plan at "$0.07-$0.31 / min for AI Voice Agents" and "$0.002+/ msg for AI Chat Agents", says new accounts start with "$10 in free credits", and lists Enterprise pricing as custom. Its worked example of $0.11 per minute adds an LLM cost of $0.04/min, "Retell Voice Infra" of $0.055/min and text-to-speech of $0.015/min, with custom telephony at $0.00/min. Other listed items include Retell phone numbers at $2.00/month, concurrency beyond the first 20 free concurrent calls at $8.00 per concurrency per month, Retell SMS at $20.00/month ("No charge for custom telephony SMS"), knowledge bases ("First 10 knowledge bases free", then $8.00 per knowledge base per month), a Verified Phone Number (see the next paragraph), chat SMS at $0.01 per message, and per-use add-ons such as Batch Call (+$0.005/dial) and Branded Call (+$0.10/outbound call).

Verified Phone Number: the pricing page shows two versions. The page carries its monthly-subscription-items table twice. In the first copy the row reads "Verified Phone Number" with "$10.00/Phone number/month" in the Pricing column. In the second copy the same row shows "$10.00/Phone number/month" in the Notes column and "One-time $10 fee" in the Pricing column (the knowledge-base row in that copy also has its two cells in the reverse order). As read on September 30, 2026, the page therefore does not state consistently whether the $10 is a monthly or a one-time charge; Retell's verified-phone docs page read for this check gives no price, so a customer may want to confirm the charge with support before applying.

How minutes are counted (pricing-page FAQ and billing docs):

• "Each call is tracked to the nearest second."
• Billing covers the entire call, including silence and hold time, because "the speech-to-text engine remains active and listening throughout".
• "You are only charged for connected calls." For voicemail, "billing applies only for the duration the AI agent is active on the line."
• After a transfer, "the AI voice agent fee stops. Only the telephony fee continues."
• Two documented adjustments: calls shorter than 10 seconds that use a dynamic opening message where the AI speaks first are billed at a 10-second minimum, and agents whose prompts exceed 4,000 LLM tokens have billed duration scaled by tokens divided by 4,000 (for example, a 60-second call with 4,800 tokens is billed as 72 seconds).

Prepaid credits and auto recharge (docs page "Retell AI billing: credits, auto recharge, and invoices"):

• On credit-based billing, calls, chat and other metered usage are deducted from the balance in real time. "Credits never expire, but they are non-refundable once purchased."
• Auto recharge buys credits when the balance falls below a set trigger. As of September 2026 the docs give the trigger range as $10 to $1,000 and the restored balance as $20 to $2,000.
• "When your credit balance reaches zero, calls, chat, and other usage stop until you buy credits or auto recharge tops up your balance." If a recharge payment fails, the docs say usage can still stop.
• Where a workspace shows "Budget Setting", a monthly cap from $10 to $100,000 can be set; Retell emails at 80 percent and 100 percent, and "At 100%, calls and API requests pause." Workspaces without that button have no monthly cap, and auto recharge does not raise the cap.
• Phone numbers bought through Retell, knowledge bases beyond the free tier, calls-per-second upgrades and purchased concurrency are not paid with credits; they are billed to the card on file at month end and prorated. The docs list releasing or removing them, in addition to turning off auto recharge, as the steps to stop those charges.
• Billing is per workspace: the docs say each workspace has its own payment method, credit balance, invoices and usage totals, so a card or balance in one workspace does not apply to another.

The September 30, 2026 switch. The docs' legacy-billing notice says: "On September 30, 2026, workspaces still on monthly billing move to credit-based billing." A customer can click "Switch now", choose $10 to $10,000 of starting credits and keep a percent-off discount; otherwise "Retell moves the workspace that day and the credit balance starts at $0" and calls, chat and other usage stop until credits are added or auto recharge is turned on. The notice also says the workspace gets "one last bill for what you've used so far" charged to the card, that "You can't switch back", and that a workspace that cannot be moved should email [email protected] before September 30. It adds that a saved card is required (both the starting credits and the last bill are charged to it), that any credit already on the workspace "is added to the new balance, after that last bill", that SMS subscriptions, phone numbers, concurrency, extra knowledge bases and calls-per-second upgrades keep billing monthly to the card, that a percent-off discount on the current subscription carries over, and that customers do not need to change their agents or phone setup. The billing docs also say "Enterprise workspaces stay on monthly invoicing". The Terms of Service (Last Updated June 1, 2026) describe monthly charges to a credit card and do not use the word "credits" for a prepaid balance; the credit mechanics appear in the docs.

Failed payments. The docs' failed-payment page tells customers to ask their bank to allowlist Retell, retry, and if it still fails send the bank's written confirmation to [email protected] or add a different payment method. The Terms (sec. 2.6) say that if the automatic payment fails an invoice with a 14-day due date is issued, a further 7-day grace period follows, Retell may then suspend service, and a late fee of "the lesser of 10% of the past due amounts or the maximum allowed by law" applies. The account-status docs separately say an account with a past-due invoice is "at risk of automatic shutdown in 7 days".

Retell AI Terms of Service: refunds, cancellation, suspension, uptime, recording and disputes

The Terms of Service at retellai.com/legal/terms-of-service ("Last Updated: June 1, 2026") are an agreement between Retell AI Inc. and the customer. Points a paying customer may want to read before relying on the service:

• Refunds: "All fees are non-refundable except as required by law or as otherwise expressly provided for in these Terms." The billing docs separately say purchased credits are non-refundable.
• Cancellation: section 2.2 says "you must delete your workspace or remove all subscription-based items (e.g., phone numbers) before the end of the current Subscription Period. Failure to do so will result in the automatic renewal of the Services for the Subscription Period, and you will be responsible for the renewal fees." The docs' "Stop charges" page describes the same items (numbers, extra knowledge bases, upgrades) plus turning off auto recharge.
• Price changes: section 2.7 says Retell may change rates "at any time by posting such change" on its pricing page, with the new rate applying "to your next billing cycle".
• Suspension and termination: Retell may terminate services immediately if it determines in its "sole and absolute discretion" that the customer used them for an unlawful purpose, "including, but not limited to, violating Retell AI's Know-Your-Customer requirements"; section 22 also allows it to "terminate, suspend, modify, or limit" service on a suspected violation. The docs' KYC page is subtitled as verification "to unlock outbound calling, phone number purchases, and SMS" and describes three paths (automatic verification, a government-ID check through Persona, or manual review); it says Persona verification is currently supported in 83 countries and that "Each person can verify only one account", with duplicate identities detected even if a different government ID is used. Retell's account docs also describe a "Verification Needed" hold for high-volume calls.
• Uptime: section 12 commits to "commercially reasonable efforts to maintain at least 99.5% uptime", excluding scheduled maintenance of up to six hours per month and force majeure, and says support response times "may be set out in a separate SLA document". No service-credit remedy appears in the Terms text read, and section 6 disclaims any warranty that the services "will be uninterrupted, timely, secure, and error-free". Retell's reliability docs say "we guarantee >99.9% uptime", and its AI-telemarketing marketing page says "Retell guarantees 99.99% uptime". These are three different company statements. The default commitment in the public Terms is 99.5%; section 17 says the Terms control over an order form, proposal or service level agreement "unless expressly stated otherwise" in that document, and section 12 says support response times "may be set out in a separate SLA document".
• Recording and AI training: section 11 says "If you do not opt-out of recording, you give Retell AI permission to record calls made using the Service" and to use communication data for analytics and for training and improving AI models after it is de-identified and aggregated. The pricing page's plan comparison lists "Opt-out Recording & Transcription" under Compliance.
• Customer duties and indemnity: the customer is responsible for compliance with calling laws; the indemnity in section 5.1 "expressly covers any claims, damages, or regulatory fines (including the TCPA or similar statutes)" arising from the customer's improper use.
• Liability cap: section 9 caps Retell's total aggregate liability at the greater of (A) the amount the customer paid for the service that gave rise to the claim during the 12 months before the liability arose or (B) $100 if the customer is using the services under a free trial, pilot, beta program or other unpaid arrangement. The carve-outs listed are the customer's indemnification obligations, breach of the acceptable use policy and violation of intellectual property rights.
• Disputes: a written claim must first be sent and negotiated for 60 days before going to court; the Terms contain a class-action waiver and jury-trial waiver, name California law as governing law, and give the state and federal courts in Delaware exclusive jurisdiction. Section 16.1 sends the written claim to "the address in Section 17.8 below", but the Terms as published have no section 17.8 (section 17 is "Order of Precedence"). Two other addresses appear in the Terms: section 16.8 ("Registered Agent Information") names Corporation Service Company d/b/a CSC - Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Sacramento, CA 95825, and section 23, for questions, concerns or complaints about the services, the bill or the agreement, lists Retell AI Inc., 540 Price Avenue, Redwood City, CA 94063 and [email protected]. The Terms do not say which of them is the address for the written claim in section 16.1.
• Changes to the Terms: section 14 says Retell "reserves the right to modify these Terms at any time in its sole discretion", that updated versions "are effective immediately" once posted on the website, and that "Your continued use of the Services after any such changes constitutes your acceptance of the new Terms."
• Invoices and usage data: section 2.5 says that if a customer requests an invoice or additional copies of an invoice, "or detailed information about your usage of Services, additional charges may apply".
• Customer name and logo: section 10.7 grants Retell the right to identify the customer as a user of the service and to use its name, logo and trademarks on Retell's website and in marketing; the section adds that the customer "may revoke" that right in marketing or publicity "at any time by written notice".
• Excluded uses: section 8 says the services "are not designed for use in connection with medical, emergency, aviation, nuclear, or other inherently dangerous or safety-critical environments" and that Retell disclaims all liability for use in those contexts. Section 4.2 says no autodial, AI voice or prerecorded calls may be made to 911 and emergency lines, hospital or healthcare facility emergency lines, patient rooms in hospitals, healthcare facilities or elderly homes, or paging services.
• Card disputes: the Terms and billing docs read for this page do not describe a card-dispute (chargeback) process. Section 2.2 ties cancellation to deleting the workspace or removing subscription items, and section 2.6 covers unpaid invoices, so a dispute raised with a card issuer is a separate step from cancelling items or from a contractual claim; the card issuer sets its own dispute rules.

Data and privacy. The Privacy Policy (Last Updated: July 20, 2026) says Retell acts both for its own purposes and as a service provider for customers, that for customer call data "our customer determines the retention period", and that U.S. and international privacy requests can be made at [email protected] or by mail to Retell AI, Inc, 540 Price Ave, Redwood City, CA 94063, with a response within 45 days and an appeal route by email with the subject line "Privacy Rights Appeal". A Google-hosted "Data Subject Access Request (DSAR) Form" is introduced in the policy's GDPR section for EU/EEA residents.

• Where data is held: the policy says personal information is "primarily stored and processed in the United States" and that, for transfers from the EEA, the United Kingdom or Switzerland to countries without an adequacy decision, safeguards "may include" the European Commission's Standard Contractual Clauses (SCCs) or the UK International Data Transfer Agreement (IDTA).
• Sale and sharing: "We do not sell your personal information for monetary consideration. However, we may share personal information with advertising and analytics partners through cookies and similar tracking technologies for purposes of cross-context behavioral advertising, which may be considered a sale of information in some states." The policy points to the website's cookie preferences and says it honors Global Privacy Control (GPC) signals "where required by applicable law". It also says it does not knowingly collect information from children under 16.
• Deleting an account, two company pages: the Privacy Policy says that when an account is deleted Retell will "delete or de-identify your personal information within a reasonable period, except where we are required to retain certain information for legal, regulatory, or legitimate business purposes (such as billing records, fraud prevention, or compliance with telecommunications regulations)". The docs' account page says that deleting an account permanently removes it and that "All associated data, including billing history and user preferences, will be permanently removed." These two pages are not the same, and this page does not resolve the difference. The docs' compliance page adds that a person who wants full erasure should first delete the account and then email [email protected].
• Call-data retention: Retell's docs say per-agent retention is configurable from 1 day to 730 days and that by default "data is kept indefinitely"; after a retention period expires, the docs say "some basic metadata is retained internally" although the call or chat no longer appears in session history or API responses.

Received an AI phone call from a business using Retell? Retell's rules for callers, the FCC ruling, opt-out and complaint routes

Retell describes itself as the platform; the business that configures and launches the calls is the caller. Retell's docs describe an optional "Branded Call" service under which "callers see your business name instead of a phone number". Retell's Terms (Addendum 1, "Calling, Texting, and AI-Generated Voice Compliance Terms") list these obligations for its customers:

• Consent: telemarketing calls to wireless or residential numbers "require the prior express written consent of the called party"; non-marketing calls need prior express consent. "Retell AI does not obtain consent on behalf of Customer. Retell AI makes no representation that Customer's consent practices comply with applicable law." Customers must keep consent records for at least five years; Addendum section 12 adds that Retell "does not store consent records on behalf of Customer".
• Identification and AI disclosure: agents must identify "the name of the business or entity on whose behalf the call is made" and "the purpose of the call" at the start of each outbound call; "In some jurisdictions, Customer may be required to disclose that the AI voice agent is artificially generated"; and "Customer is prohibited from misleading any consumer about the artificial identity of any AI voice agent." Where an agent answers a consumer's call, the customer must configure it to disclose the nature of the AI voice agent "where required by law". The Terms do not say that AI disclosure is required in every jurisdiction.
• Do-not-call: customers making telemarketing calls must scrub against the National Do Not Call Registry at least every 31 days; requests to join the customer's internal list "must be honored within 30 days"; and an opt-out applies to the entity on whose behalf the call was made. Retell's contacts feature includes a "Do Not Call" flag.
• Revoking consent: consumers "may revoke consent using any reasonable method, including verbal statements"; agents must recognize phrases such as "stop calling" and "don't call me again", and revocations must be processed within 10 business days.
• Calling hours: the Addendum bars calls before 8:00 a.m. or after 9:00 p.m. in the called party's local time unless the party consented, and notes some states are narrower. The main Terms (sec. 4.2) list calls "before 9 a.m. or after 9 p.m."; the Addendum says it controls in a conflict.
• Recording and caller ID: customers must disclose recording and obtain any consent required (including in all-party-consent states), and may not send misleading caller ID in violation of the Truth in Caller ID Act.
• Enforcement: Retell reserves the right to audit a customer's compliance and to suspend or terminate service; the Terms say Retell may also report suspected criminal offenses to law enforcement.

What the FCC has said. In its Declaratory Ruling FCC 24-17 (CG Docket No. 23-362; adopted February 2, 2024, released February 8, 2024) the FCC wrote: "we confirm that the TCPA's restrictions on the use of 'artificial or prerecorded voice' encompass current AI technologies that generate human voices", so that calls using them "require the prior express consent of the called party to initiate such calls absent an emergency purpose or exemption." It added that the TCPA "does not allow for any carve out of technologies that purport to provide the equivalent of a live agent", that such calls must identify the entity responsible for initiating the call, and that where a call includes or introduces an advertisement or constitutes telemarketing it must also offer opt-out methods. The FCC's consumer guide (page dated September 29, 2026) states: "AI-generated voice calls are illegal unless the consumer has agreed to receive them or the caller is exempt." Separately, the FCC's proposed rulemaking in the same docket (FCC 24-84, published in the Federal Register on September 10, 2024 as a "Proposed Rule") proposes to require callers to disclose AI-generated calls; a search of the Federal Register for FCC documents citing docket 23-362 on September 30, 2026 returned that proposal but no final rule, so a nationwide AI-disclosure requirement at the start of calls was a proposal in the sources checked.

How to stop calls and where to complain:

• Tell the caller to stop. The FCC's guide says you may opt out of any robocall or robotext "at any time and in any reasonable manner, even if you previously gave consent". For telemarketing calls the guide says telemarketers "must comply immediately with any do-not-call request you make during a call".
• Three different requests: asking a business to put you on its own internal do-not-call list (Retell's Addendum gives customers 30 days to honor it), revoking consent to be called (10 business days under the Addendum), and registering a number with the National Do Not Call Registry. The 30-day and 10-business-day periods are contract terms between Retell and its customers, and the FCC guide's statement quoted above comes from a different document.
• Register numbers for free at donotcall.gov or, by phone, at 1-888-382-1222 (the FCC guide says to call from the number being registered).
• FCC: file at fcc.gov/complaints and choose the unwanted-calls category, or call 1-888-CALL-FCC (1-888-225-5322). The FCC says it does not resolve individual complaints but uses them to guide policy and possible enforcement.
• FTC: report an unwanted call or Do Not Call violation at reportfraud.ftc.gov; the FTC says it cannot resolve individual reports.
• CFPB: its complaint page (consumerfinance.gov/complaint) lists debt collection among the topics it accepts, which is relevant if the call was from or for a debt collector.
• Retell: no dedicated abuse-report or recipient opt-out address was identified in the Terms, Privacy Policy or docs pages checked on September 30, 2026; the general support email, telephone number and postal address are listed above. The Privacy Policy's data-rights process (access, deletion, opt-out of sale or sharing) is for personal data, not a platform-wide do-not-call mechanism: requests go to [email protected] or by mail, and the linked DSAR form sits in the policy's GDPR section for EU/EEA residents. For recordings held by a customer, Retell's policy says the customer determines retention, so the request may need to go to that business.
• State rules: the FCC guide says many states have statewide do-not-call lists and points to state public service commissions and consumer protection offices; Retell's Addendum notes that state telemarketing and recording laws differ and that some states have narrower calling windows or require all-party consent to record.

Company background

Retell AI Inc. is named in its Terms of Service and Privacy Policy as the company behind retellai.com, with a contact address of 540 Price Avenue, Redwood City, California. Y Combinator's directory lists Retell AI in its Winter 2024 batch, founded 2023, based in San Francisco, with Bing Wu as co-founder and CEO. Retell's About page names Bing Wu (CEO), Zexia Zhang (CTO), Todd Li (President), Weijia Yu (COO) and Evie Wang (CMO).

According to Retell's own About page, the company was accepted into Y Combinator in November 2023, launched publicly in February 2024, and (in an entry dated May 2024) "raised a $4.6M seed round, backed by Alt Capital"; the same page says that in November 2025 Retell "reached $40M in annualized revenue with a team of 25". A Retell blog post dated August 11, 2026 says the company "has secured a $4.6 million seed funding round" led by Alt Capital with Y Combinator and Carya Venture; that post's date is not the date of the round. These are company statements; this page did not verify revenue, headcount or investors independently.

Per the Terms, the service comprises "a versatile API", number provisioning, call handling and a dashboard for building call agents "such as customer service, outbound sales calls, information gathering and survey". Retell's docs say phone numbers can be bought from Retell in the US and Canada or connected from Twilio, Telnyx or Vonage. Retell markets to industries that include healthcare, insurance, financial services and debt collection. Its docs state that Retell is "HIPAA compliant, GDPR compliant, SOC 2 Type 1 & Type 2 certified", with a Business Associate Agreement needed before health information is sent; the certificates are said to be available through its Trust Center, which this page did not verify.

Service status. The status page read "All Systems Operational" on September 30, 2026. Its incident history lists, among others, a September 16, 2026 call-service disruption, a September 5, 2026 disruption of web, outbound and inbound calls, an August 7 inbound-call failure, a July 29 inbound-call failure and a July 14 batch-call failure. Two of these carry postmortems posted by Retell. The September 16 postmortem (the postmortem labels its own times PST) says a deployment at 5:37 PM "unintentionally let two workers take the same call", that "About 22% of calls were affected from 5:37 PM to 6:20 PM", that an affected call either ended almost immediately or connected with the agent silent, and that "A call that ran correctly is not affected"; it lists prevention steps marked in progress. The September 5 postmortem describes a race condition in the custom-LLM call path that stalled call-scheduling queues while autoscaling did not trigger, affecting web, outbound and inbound calls, with peak impact around 16:00 PST; it lists one fix as completed and three steps as in progress. Neither postmortem, as read on September 30, 2026, mentions credits or refunds for affected usage. These are Retell's own accounts and were not independently verified.

Complaint record: USAComplaints, Trustpilot, BBB and ComplaintsBoard, reported separately

Each source is reported separately and none is combined into a single score.

• USAComplaints: USAComplaints reports no approved complaint posts about Retell AI in its own database as of September 30, 2026, after searching the offender field, titles and text for the company name, its domain, its telephone number and its address. A post that only uses the ordinary word "retell" was not counted.
• Trustpilot (trustpilot.com/review/retellai.com): 810 reviews and a 4.9 rating, of which Trustpilot showed 798 as posted in the last 12 months when opened on September 30, 2026. The star split shown is 94 percent five-star, 5 percent four-star, under 1 percent three-star, 0 percent two-star and 1 percent one-star. Trustpilot labels the profile as claimed (November 2024) with a paid Trustpilot subscription, states that the company "invites their customers to review, whether positive or negative", and shows that it "Hasn't replied to negative reviews". Trustpilot also states that it does not fact-check reviews.
• Trustpilot low-star reviews (allegations by reviewers, not established facts): with a filter for 1-, 2- and 3-star reviews, Trustpilot listed 11 reviews (nine 1-star, two 3-star) dated from March 2025 to July 2026. Reviewers wrote about support: a July 8, 2026 review said batch calling was not making outbound calls after payment and that no support was available; reviews dated December 22, 2025, November 4, 2025, October 7, 2025 and September 29, 2025 described limited or no support, with the October 7 review adding that charges began after a trial without consent; a March 24, 2026 3-star review called support slow and model latency too high for fast conversations. Other reviews described an account blocked without warning and slow support (March 7, 2025), a request for a passport before calling and difficulty closing an account and stopping billing (August 4, 2025), outbound calls to Turkey failing with a country-permission error (March 11, 2026), and the platform being unusable in the UK (July 28, 2025). This page does not evaluate any individual review.
• BBB: searches of the BBB directory on September 30, 2026 for "Retell AI" (nationwide and near Redwood City, CA), "Retell" (near San Francisco, CA) and "retellai" did not show a listing for Retell AI Inc. on the first page of results (the BBB search for "Retell AI" returned one result, for an unrelated business). This is a scoped check of those queries, not an exhaustive statement about BBB records.
• ComplaintsBoard: its site search for "retell ai" on September 30, 2026 returned "1 Review matching" the query, about a different company (Canada Startups); no Retell AI page was identified. This covers that one query only.

A missing profile or a high average is not a finding about how any individual customer or call recipient was treated. Anyone with a dispute can send it to [email protected] and, for AI phone calls, to the regulators listed above.

Lawsuits and regulator matters

No lawsuit, FCC, FTC or state attorney-general matter naming Retell AI was identified in the sources reviewed for this page on September 30, 2026. In CourtListener, a search of RECAP federal dockets for "Retell AI", for the party name "Retell AI" and for "retellai" returned zero results, as did a search of published opinions for "Retell AI". CourtListener does not cover every court or filing; PACER, state-court dockets and unpublished filings were not searched, and the FTC's case-search keyword filter could not be applied in this check, so this is a scoped finding rather than a statement that none exists.

Retell's Terms make the customer responsible for regulatory fines under the TCPA and similar laws arising from its use of the service, and the FCC's 2024 ruling applies to callers who use AI-generated voices. Lawsuits and complaints about a particular AI call are ordinarily directed at the business that placed it; whether a platform provider can also be named depends on the facts of each case.

Is Retell AI Legitimate?

Retell AI Inc. is identified as the contracting company in its own Terms of Service (Last Updated June 1, 2026) and Privacy Policy (Last Updated July 20, 2026), gives a Redwood City, California contact address, a telephone number and [email protected], and names a registered agent (Corporation Service Company) in the Terms. Y Combinator's directory lists Retell AI (Winter 2024, founded 2023) with named founders, and the company's Trustpilot profile shows 810 reviews with a 4.9 rating. State of incorporation and trademark ownership were not verified for this page.

No lawsuit or regulator action naming Retell AI was identified in the sources checked, and the company publishes a status page with a dated incident history. Points a customer should read closely are the non-refundable credits, the September 30, 2026 move from monthly billing to prepaid credits, automatic renewal of subscription items unless removed, and the 99.5 percent default uptime commitment in the public Terms compared with the higher figures in its docs and marketing. People who received an AI call should direct opt-out requests to the calling business and complaints to the FCC, the FTC or a state consumer protection office.

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