ComplaintsforeHarmony, Inc.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for eHarmony on June 17th 2023 and paid for a year of their service. Unlike the other dating apps, they are the only one that makes you pay for the whole year. I quickly found out why, their platform has no users and is by far the worst I have experienced. With that known, I was ok with letting the year run out and moving on. I had no idea that this company had me on a subscription basis and saved my card on file to be auto drafted. My impression was since I paid for the year it was on a year-to-year basis. I decided that I wasn't going to pay for year two since the service didn't meet my expectations. On June 16th I received a fraud text from my credit card company because of an eHarmony charge for over $500. I had no idea that they saved my card info and no idea that they were going to automatically draft those funds. I called my card company and they advised me to reach out to eHarmony directly. I called but they were closed since it was Sunday. I reached out on Monday morning and was astounded to hear that they were refusing to cancel my account and clear my balance. I asked to speak to a supervisor but was denied. They froze my account on Sunday when the payment was declined so I was unable to login to cancel my account or remove my card. I am still unable to access the account. I am asking that my account with ********************** be cancelled, all my card information removed from their system, and that the balance they are charging me for services for 6-17-24 to 6-17-25 will be cleared.

  Business response

  06/18/2024

  Regarding the complaint filed by this Consumer, we have the following response:
   
  In regard to the Consumer's recent inquiry regarding a cancellation of auto renewal charges incurred, we have reviewed this account and are unable to confirm that any requests to cancel the account were made prior to the renewal. Please note that in our Terms and Conditions of service, which all users are required to read and agree to prior to the establishment of their account, we state the following:
   
       eharmony currently offers 6, 12, and 24-month Premium Memberships which automatically renew for consecutive 12 month terms (or other term lengths, as agreed-upon by you during the purchase process) unless cancelled at least 24 hours before the end of your current term.
   
  As a result, this request is outside of our refund policy. We can confirm that the Consumer's account will not renew after it's expiration.
   
  We thank this Consumer for taking the time to try our service and we wish them all the best.
  

  Customer response

  06/18/2024

   
  Complaint: 21860240
  
  I am rejecting this response because:

  They have provided no service and are not entitled to bill me from 6-17-24 to 6-17-25. I was unable to cancel with their customer support and I was unable and still am unable to access my account to cancel. I will pay them $0 for service that has not been rendered. Further I would like the company to provide the document with my signature that gave them permission to auto renew and attempt to auto draft my funds.

  
  Sincerely,
  
  *************************

  Business response

  06/18/2024

  Regarding the complaint filed by this Consumer, we have the following response:

  In regard to the Consumer's complaint regarding their experience at eharmony, we have investigated further and can confirm that no cancellation requests had been made prior to the renewal date.

  We feel that we have adequately addressed the Consumer's concerns and we have no further response.

  We thank this Consumer for taking the time to try our service and we wish them all the best.

  
  

  Customer response

  06/19/2024

   
  Complaint: 21860240
  
  I am rejecting this response because:

  The only response I will accept is the cancelation of my account and clearance of my balance. This response is garbage.

  
  Sincerely,
  
  *************************

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I got a 6 month Eharmony online dating subscription for $171.41 and then canceled it before 6 months but according to them it wasnt canceled. Then Eharmony tried to charge $857 on my card but luckily ***** asked me before the transaction. I canceled my card immediately.Now I just want to delete my Eharmony account and profile and not deal with them anymore. But they are not deleting my account and asking me to pay $857 or they will send it to a debt collecting agency. Later they reduced to $392. I havent used any of the services for the new year because my account was locked after the payment didnt go through. Can they still force me to pay the subscription fee when I havent used it. Or are they just trying to scam me. I have seen that Eharmony has scammed so many people before and people have talked about it online. Please help. Thank you.

  Business response

  06/13/2024

  Regarding the complaint filed by this Consumer, we have the following response:
   
  In regard to the Consumer's recent inquiry regarding a cancellation of auto renewal charges incurred, we have reviewed this account and are unable to confirm that any requests to cancel the account were made prior to the renewal. Please note that in our Terms and Conditions of service, which all users are required to read and agree to prior to the establishment of their account, we state the following:
   
       eharmony currently offers 6, 12, and 24-month Premium Memberships which automatically renew for consecutive 12 month terms (or other term lengths, as agreed-upon by you during the purchase process) unless cancelled at least 24 hours before the end of your current term.
   
  As a result, this request is outside of our refund policy. However as a one time courtesy, we have reduced the payment owed by 50%. We can confirm that the Consumer's account will not renew after it's expiration.
   
  We thank this Consumer for taking the time to try our service and we wish them all the best.
  

  Customer response

  06/13/2024

   
  Better Business Bureau:
  
  ID ********.

  yesterday business waived all the charges on my account and I was able to delete my online account. I told them that I already complained to Better Business Bureau and said I am willing to take legal action for the trauma.

  I am happy with my resolution but I think somebody should stop these people from doing unethical business practices.  Lots of innocent people will fall as victim. 
  

  thank you again to Better Business Bureau agent for the help.

  Sincerely,
  
  *****************************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Months ago my ****** child was playing with my phone and accidentally ordered a membership and the second I realized it, which probably around **************************************************************************************************************************** that wish and they have nothing better to do then harassment and threatening to send it to a debt collector and worry about 71$! They made the first installment cause they wouldn't refund that! People are human and we make mistakes especially kids and they just have a cold heart and are not forgiving and understanding! ****

  Business response

  06/11/2024

  Company's response: 
   
  Regarding the complaint filed by this Consumer, we have the following response: 

  In regard to the Consumer's recent inquiry about a cancellation of subscription dues, we have reviewed this account and confirmed that the Consumer purchased their subscription In a state that is not eligible for to a cancellation as noted in our Terms & Conditions. 

  eharmony is unable to guarantee the quantity, quality or type of potential matches a Consumer may receive, as this is determined in large part by the specific settings/preferences a Consumer selects. We are also unable to guarantee a successful outcome from using our service, however, we are proud that many members have successfully found the love of their life by using our service. 
  As mentioned in our Terms and Conditions of Service, 

  12.a Cancellation at Any Time with No Refund.  

  Except as otherwise stated in this section, you may cancel your registration or subscription to any Services at any time during the term of such registration or subscription or any renewal period by accessing the "Account Settings" page under the "My Settings" option on your membership home page, clicking on "Cancel My Subscription" or "Close Account" link, and providing the information requested. In such case, your subscription will terminate at the end of the subscription term for which you have paid, and you will not receive any refund for any unused days of such subscription term. If you purchase a subscription on an installation payment basis (such as three-part pay), cancellation will not affect your obligation to pay the total contractual amount due on your subscription and your credit card will continue to be charged the scheduled payments until the remaining balance is paid in full. 
  Please make special note of any State-specific terms regarding cancellations, as terms apply to certain States only. 

  While our members may request closure of their accounts at any time, if a subscription is purchased on an installment payment basis (such as three-part pay), cancellation will not affect any obligation to pay the total contractual amount due on the agreed to subscription, and the credit card will continue to be charged the scheduled payments until the remaining balance is paid in full.  As a result, we are unable to cancel this subscription. This account has payments remaining and is currently open and active. We have also confirmed that the auto-renewal feature on this account has been disabled. 

  We thank this Consumer for taking the time to try our service and we wish them all the best. 
  

  
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am being charged by eharmony for an account that I did not set up. I have emailed customer service, done a live chat with someone, and spoken to somebody as well at eharmony they will not cancel this subscription or refund my money. They have stated I have another payment of ****** due again.

  Business response

  06/10/2024

  Regarding the complaint filed by this Consumer, we have the following response:
   
  Unfortunately, we are unable to locate an active account with the information provided. 
  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dating app was purchased without my consent on Eharmony. I have tried to work with them on refunding my money however, they are refusing to refund and state they will charge my card a remaining 4 payment balance of over $70 until it is paid off. I should not have to pay for something that I have not signed up for, this is fraud. I will now dispute with my bank since they are not working with me, they have said they will take me to collections if I do not pay.

  Business response

  06/10/2024

  Company's response: 
   
  Regarding the complaint filed by this Consumer, we have the following response: 

  In regard to the Consumer's recent inquiry about a refund of subscription dues, we have reviewed this account and confirmed that the Consumer purchased their subscription In a state that is not eligible for to a refund as noted in our Terms & Conditions. 

  eharmony is unable to guarantee the quantity, quality or type of potential matches a Consumer may receive, as this is determined in large part by the specific settings/preferences a Consumer selects. We are also unable to guarantee a successful outcome from using our service, however, we are proud that many members have successfully found the love of their life by using our service. 

  As mentioned in our Terms and Conditions of Service, 

  12.a Cancellation at Any Time with No Refund.  

  Except as otherwise stated in this section, you may cancel your registration or subscription to any Services at any time during the term of such registration or subscription or any renewal period by accessing the "Account Settings" page under the "My Settings" option on your membership home page, clicking on "Cancel My Subscription" or "Close Account" link, and providing the information requested. In such case, your subscription will terminate at the end of the subscription term for which you have paid, and you will not receive any refund for any unused days of such subscription term. If you purchase a subscription on an installation payment basis (such as three-part pay), cancellation will not affect your obligation to pay the total contractual amount due on your subscription and your credit card will continue to be charged the scheduled payments until the remaining balance is paid in full. 

  Please make special note of any State-specific terms regarding cancellations, as terms apply to certain States only. 

  While our members may request closure of their accounts at any time, if a subscription is purchased on an installment payment basis (such as three-part pay), cancellation will not affect any obligation to pay the total contractual amount due on the agreed to subscription, and the credit card will continue to be charged the scheduled payments until the remaining balance is paid in full.  As a result, we are unable to cancel this subscription. This account has payments remaining and is currently open and active. We have also confirmed that the auto-renewal feature on this account has been disabled. 

  We thank this Consumer for taking the time to try our service and we wish them all the best. 
  

  
  

  Customer response

  06/10/2024

   
  Complaint: 21825840
  
  I am rejecting this response because:

  This account was not set up by me, as explained in prior emails, I am in a relationship and my account was hacked. I should not be required to pay for something that I did not want and taking money from me is fraud. As advised, I will contact my bank to have this treated as fraud and to close my card account. 

  I have even tried to work with you to keep the initial $27 that was taken from me but to refund my account the $76.87 and to not take funds from my account without my consent/authorization. I also do not want my name sent to collections due to this activity that I am not consenting to!

  Sincerely,
  
  *******************

  Business response

  06/10/2024

  Regarding the complaint filed by this Consumer, we have the following response: 
  
  In regard to the Consumer's recent inquiry about the cancellation of their eharmony account, we have reviewed this account and confirmed that the Consumer purchased a subscription plan that is payable in installments . 
   
  Our records show that the Consumer only paid one or some of the scheduled installments. While our members may request closure of their accounts at any time, if a subscription is purchased on an installment payment basis (such as three-part pay), cancellation will not affect any obligation to pay the total contractual amount due on the agreed to subscription, and the payment method will continue to be charged until the remaining balance is paid in full.  

  As a result, we are unable to cancel this subscription. However, we have confirmed that the auto-renewal feature on this account has been disabled, so the subscription will not auto-renew
  . 
  We thank this Consumer for taking the time to try our service and we wish them all the best. 

  
  

  Customer response

  06/10/2024

   
  Complaint: 21825840
  
  I am rejecting this response because:

  I do not believe you read my last rejection and would be illegal to charge someone for something that they do not use. 

  I will proceed to dispute this with my bank as fraud since this was set up without my permission and you are not working with me to come to a resolution. 

  Better Business, please intervene at anytime since they are not assisting me with my request, helping. 

  Sincerely,
  
  *******************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Made 3 payments at $60.90 on 5/2023, 7/23, 8/23, for first year subscription. Unfortunately, I did not realize this was auto-renewed at $108.78 after 1 year (dated 5/12/2024) - a charge that will now presumably occur for 3 consecutive months.On seeing the auto-renewal charge on my credit card, I immediately contacted the vendor to request a refund and cancel service through their website - to which I received no response. I do believe that I was outside of their window for a refund request; my request was made within 1 week of the renewal charge. I have made another request through their website after seeing a shocking second $108.78 charge come through one month after the charge dated 5/12/24.Although I am guessing I inadvertently agreed to this charge on signup, I was not made clearly aware of auto-renewal subscription. I now see that this company has faced lawsuits and many complaints on this topic.I wish to cancel my account, halt payment or see a refund for the charge that is currently pending, and negate the additional $108.78 charge I anticipate in a month.

  Business response

  06/10/2024

  Regarding the complaint filed by this Consumer, we have the following response: 

  In regard to the Consumer's recent inquiry about a refund of auto renewal charges incurred, we have reviewed this account and are unable to confirm that any requests to cancel the account were made prior to the renewal. Please note that in our Terms and Conditions of service, which all users are required to read and agree to prior to the establishment of their account, we state the following: 

  eharmony currently offers 6, 12, and 24-month Premium Memberships which automatically renew for consecutive 12 month terms (or other term lengths, as agreed-upon by you during the purchase process) unless cancelled at least 24 hours before the end of your current term. 

  Though the Consumer is not eligible for a refund per our Terms and Conditions, as a one-time courtesy, we have canceled the remaining payments and adjusted the subscription term. We can confirm that the Consumer's account will expire with no further charge. 
    
  We thank this Consumer for taking the time to try our service and we wish them all the best. 

  
  

  Customer response

  06/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  While I do not truly find the offer for resolution satisfactory, I don't want to jeopardize the gains on offer and so will accept.

  The second of 3 installment payments to the vendor was billed after my first cancellation request, and was in-process at the time of my second cancellation request. This payment could have been cancelled and/or refunded. My first cancellation request was made approximately 1 week after seeing the first of 3 installment payments billed - which were payments for a 1 year subscription. It would be within reason that an organization would cancel and refund payments given above.

  While I understand that any efforts by the company to resolve my complaint are contractually unnecessary on their behalf, I believe they are willfully designing their contracts, terms, and subscriptions in a manner that is predatory and not transparent.

  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I subscribed to this service in late march and i was aware of the terms of renewals. I cancelled my subscription ahead of that date to avoid any issues. Then i received an email saying i was late and that they would turn this over for collection if i failed to pay. No where in the cancellation process was there anything saying my cancellation was not accepted so i deleted my account assuming everything was okay. I did not like the service and had no intention of using it again before i cancelled it. Now they want to charge me for a service i will not use. I did everything they required in time to end this but that wasn't enough to satisfy them. How many times have they used this against other members. Not sure only is this unethical it is pure greediness. I followed the rules, they ignored them. Your help would be greatly appreciated.Thank yo

  Business response

  06/10/2024

  Regarding the complaint filed by this Consumer, we have the following response:
   
  In regard to the Consumer's recent inquiry regarding a cancellation of auto renewal charges incurred, we have reviewed this account and are unable to confirm that any requests to cancel the account were made prior to the renewal. Please note that in our Terms and Conditions of service, which all users are required to read and agree to prior to the establishment of their account, we state the following:
   
       eharmony currently offers 6, 12, and 24-month Premium Memberships which automatically renew for consecutive 12 month terms (or other term lengths, as agreed-upon by you during the purchase process) unless cancelled at least 24 hours before the end of your current term.
   
  As a result, this request is outside of our refund policy. We can confirm that the Consumer's account will not renew after it's expiration.
   
  We thank this Consumer for taking the time to try our service and we wish them all the best.
  

  Customer response

  06/11/2024

   
  Complaint: 21819771
  
  I am rejecting this response because:I did what was required on time there was no response telling me my request had failed when I made it.  If it wasnt accepted i should have been informed at that time.This is my word against a company that arbitrarily use this practice against anyone at anytime.  Where is the consumer protection for seniors especially.   They say I didnt I know I did.  How many times have they done this and gotten away with it.  Its a predatory practice.

  
  Sincerely,
  
  *************************

  Business response

  06/11/2024

  Regarding the complaint filed by this Consumer, we have the following response:

  In regard to the Consumer's complaint regarding their experience at eharmony, we have investigated further and can confirm that no cancellation requests had been made prior to the renewal date. However, as a one time courtesy, we have reduced the payment owed by 50%.

  We feel that we have adequately addressed the Consumer's concerns and we have no further response.

  We thank this Consumer for taking the time to try our service and we wish them all the best.

  
  

  Customer response

  06/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/30/23 I signed up for a 6 month subscription to eHarmony for $449.40, this balance was paid upfront and in full. After the 6 month subscription was done I was no longer able to sign into my eHarmony account and moved on. In March 2024 I received an email from eHarmony stating that I owed them $898. On 5/29/24 I received an email from RFGI who is a debt collector for eHarmony who stated that I owed $898. I later found out that they were trying to collect $898 dollars from me for an additional 1yr subscription that I never knowingly signed up for (eHarmony took the liberty of trying to renew my subscription, fortunately my credit card on file had since been closed and was not charged). I want to be clear in that I recognized no benefits from this 1yr additional subscription (i.e. - I was locked out of my eHarmony account after my original 6 month subscription concluded). Today (6/7/24), I submitted a formal dispute to RFGI requesting validation of this debt be sent to me via certified mail. I also submitted a formal complaint to the **** and FTC. Additionally, I would like to file a formal complaint against eHarmony, Inc. for violating their terms of service and not pursuing this through arbitration.

  Business response

  06/07/2024

  Regarding the complaint filed by this Consumer, we have the following response: 

  In regard to the Consumer's recent inquiry regarding subscription dues, we have reviewed this account and confirmed that the Consumer has a subscription that has been renewed.

  eharmony is unable to guarantee the quantity, quality or type of matches a Consumer may receive, as this is determined in large part by the specific settings/preferences a Consumer selects. We are also unable to guarantee a successful outcome from using our service, although we are proud that many members have successfully found the love of their life by using our service. 

  The Consumers request is outside of our cancellation policy, as stated in our Terms and Conditions. You can review our complete cancellation policy in our Terms & Conditions here:  ********************************************************** . Please make special note of any State-specific terms regarding cancellations, as terms apply to certain States only. 

  We appreciate this Consumers time in this matter and wish them the best. 

  
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing a complaint against eHarmony due to their failure to delete my account and cease unauthorized charges. Despite multiple requests since November 2023 to delete my account and disable the auto-subscribe feature, eHarmony has continued to charge me and send marketing emails.I initially requested account deletion in November 2023 and followed up with two phone calls, and multiples emails in May 2024. However, I have recently been charged for a subscription after all of that -using my credit card -with a different account name.They are using my card without approval against my continued express dictate. I consider these charges fraudulent as I did not authorize them. Additionally, their own policy dictates that a notification should be sent before charges are made, per my state's laws. I received no such notice. I request the Better Business Bureau's assistance in resolving this matter. I seek the immediate deletion of this account, cessation of all charges, and a full refund of all subscription charges.Thank you for your assistance.

  Business response

  06/07/2024

  Regarding the complaint filed by this Consumer, we have the following response: 

  In regard to the Consumer's recent inquiry about a refund of auto renewal charges incurred, we have reviewed this account and are unable to confirm that any requests to cancel the account were made prior to the renewal. Please note that in our Terms and Conditions of service, which all users are required to read and agree to prior to the establishment of their account, we state the following: 

  eharmony currently offers 6, 12, and 24-month Premium Memberships which automatically renew for consecutive 12 month terms (or other term lengths, as agreed-upon by you during the purchase process) unless cancelled at least 24 hours before the end of your current term. 

  Though the Consumer is not eligible for a refund per our Terms and Conditions, as a one-time courtesy, we have canceled the remaining payments and adjusted the subscription term. We can confirm that the Consumer's account will expire with no further charge. 
    
  We thank this Consumer for taking the time to try our service and we wish them all the best. 

  
  

  Customer response

  06/10/2024

   
  Complaint: 21814930
  
  I am rejecting this response because this merchant has not refunded its charges nor is it following its own listed policy. This service was canceled and auto features were turned off over six months ago, yet I was still recently charged. I sent an email request to delete this account and to stop charging me. I have emails from two of their customer care reps, with the incident number (240530-001431); and FIVE days later, I was charged for a subscription. They are saying as a "courtesy" they won't keep charging me without my authorization? How about deleting the account and REFUNDING the money you have already erroneously charged me? I WILL be filing the appropriate complaint through my state attorney general's office. What you are doing, and have done to myself and thousands of others, is wrong. Your business practices are shady and harmful. I have come to understand you were sued and lost for just such practices in **********, and I will ask my state to pursue a similar action. The complaints listed here from others show there is an urgent need for that.

  
  
  

  Business response

  06/10/2024

  Regarding the complaint filed by this Consumer, we have the following response:
   
  In regard to the Consumer's recent inquiry regarding a refund of auto renewal charges incurred, we have reviewed this account and are unable to confirm that any requests to cancel the account were made prior to the renewal. Please note that in our Terms and Conditions of service, which all users are required to read and agree to prior to the establishment of their account, we state the following:
   
       eharmony currently offers 6, 12, and 24-month Premium Memberships which automatically renew for consecutive 12 month terms (or other term lengths, as agreed-upon by you during the purchase process) unless cancelled at least 24 hours before the end of your current term.
   
  As a result, this request is outside of our refund policy. We can confirm that the Consumer's account will not renew after it's expiration.
   
  We thank this Consumer for taking the time to try our service and we wish them all the best.
  

  Customer response

  06/18/2024

   
  Complaint: 21814930
  

  This company has provided a copy and paste response, and has not responded to what I have said about their fraudulent charges, 

  Additionally, I am rejecting this response because: this merchant has not refunded its charges nor is it following its own listed policy. This service was canceled and features were turned off over six months ago, yet I was still recently charged. I sent an email request to delete this account and to stop charging me. I have emails from two of their customer care reps, with the incident number (240530-001431); and FIVE days later, I was charged for a subscription. They are saying as a "courtesy" they won't keep charging me without my authorization? How about deleting the account and REFUNDING the money you have already erroneously charged me? I WILL be filing the appropriate complaint through my state attorney general's office. What you are doing, and have done to myself and thousands of others, is wrong. Your business practices are shady and harmful. I have come to understand you were sued and lost for just such practices in **********, and I will ask my state to pursue a similar action. The complaints listed here from others show there is an urgent need for that.
  

• Initial Complaint

  06/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After signing up with eharmony, I contacted them to cancel right away. Their fees are much higher than other services, their contract period is longer, their service is insufficient because of the lack of racial diversity, and also because of the culture of profiles without pictures. I tried to offer to pay for a reasonable period of a few months, but they would not budge.They have sent my account to a collection agency. They/the collection agency also contacted my home using not my name as it appears on the payment method but using my ONLINE USERNAME. This is an invasion of privacy, releasing my online username to the collection agency, and unacceptable business practice. I was willing to pay a reasonable 2-3 month period, but now Im done. This ****************** should not be allowed to operate this way in *************, with no consumer recourse under the circumstances above, outside the usual practice for this service, and in such an intrusive way.

  Business response

  06/07/2024

  Regarding the complaint filed by this Consumer, we have the following response:
   
  Unfortunately, we are unable to locate an active account with the information provided. 
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩