ComplaintsforeHarmony, Inc.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I canceled the service 8 months ago and they charged me yesterday and will not refund me. I set it to not renew right away.

  Business response

  07/08/2024

  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

  07/08/2024

   
  Complaint: 21950574
  
  I am rejecting this response because: I canceled the auto renew 8 months ago. They stopped sending me emails and then all of a sudden they renewed, charged me, and then just started sending me emails again.
  
  Sincerely,
  
  *******************

  Business response

  07/09/2024

  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

  07/09/2024

   
  Complaint: 21950574
  
  I am rejecting this response because: They have not addressed the issue with their system. I unsubscribed 8 months ago. Their IT systems is not my responsibility as a consumer. It even stopped sending me emails when I subscribed for a long time. I will not accept anything less then a full refund of the "renewal" that was not authorized. This is a fraudulent transaction and will be treated as such.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Signed up for an eharmany account that I have never used, I didnt end up using/ logging in. I emailed to get my subscription cancelled, that took months. I am now being charged for the time I never used the service, that I asked to cancel months ago.

  Business response

  07/05/2024

  In regard to the Consumer's recent inquiry regarding a refund of subscription dues, we have reviewed this account and confirmed that the Consumer purchased a premium subscription.
   
  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 have found that many members have successfully found the love of their life by using our service.
   
  While our members may request closure of their accounts at any time, if a subscription is purchased on an installation 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. 
   
  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

  07/08/2024

   
  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

  07/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for eHarmony and discovered that with my parameters, there are NO matches. They want me to modify my parameters. I want men from ***** years old that live in ********* AZ. There are NO matches. They want me to change my parameters. I am not interested in older or younger men and next match is two hours away and I don't want to move. This is information that you can not discover until AFTER you pay them. I signed up with them because they are a very large company and I expected that I would find a match. THERE ARE NO MATCHES AND THEY WON'T REFUND MY MONEY. They are not performing as advertised. I WANT MY MONEY BACK.

  Business response

  07/01/2024

  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

  07/01/2024

   
  Complaint: 21923340
  
  I am rejecting this response because: They advertise non stop about making connections.  ALL of the material that you read when you sign up supports their commitment to finding an attachment.  You can't possibly know that there isn't a match for you UNTIL YOU PAY THEM.  I have paid them and there ARE NO MATCHES.  I am a very healthy and fit 65 year old woman living in **********  They want me to expand my search to someone 2 hours away.  I DON'T WANT SOMEONE WHO LIVES FAR AWAY!  I am not moving.  They also want me to expand my age range.  I DON'T WANT A 70 YEAR OLD OR A 60 YEAR OLD WHO IS STILL WORKING!  I am retired.  THEY DO NOT HAVE A MATCH FOR ME AND I WANT MY MONEY BACK.  PERIOD.  Look at their website and you will see promise after promise of their ability to find a match.  Instead of finding a match for me based on MY criteria, they want me to USE THEIRS!!!  This is unbelievable to me!  GIVE ME MY MONEY BACK.
  
  Sincerely,
  
  Agi Purse

  Business response

  07/01/2024

  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

  07/01/2024

   
  Complaint: 21923340
  
  I am rejecting this response because: it is unethical to advertise about connection and then not provide a match!  YOU DON'T HAVE ANY MATCHES FOR ME!  RETURN MY MONEY!  YOU HAVE NOT PERFORMED!  REFUND!  REFUND!  REFUND!  Is there ANY business that did not provide their services as advertised that gets to charge???  Is there any?  They claim because THEIR policy is not to give a refund, that not giving a refund is OK.  It is NOT.  They did NOT provide the service as they promised.  I was unable to discover that UNTIL I PAID THEM!  How is that ethical?  How is that legal?  It is NOT!  BBB INTERVENE!  This is NOT ethical.  It is not honest.  It is THEFT.
  
  Sincerely,
  
  Agi Purse

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I signed up for a 12 month subscription with Eharmony for $153. It was to be paid quarterly. Immediately after my first payment was deducted, I started experiencing problems with their app. I was having problems accessing it. Every time I tried to use it, I would be asked to create an account, yet I already had one. I contacted them by email and they advised me to create another account using a different email address. I did that but the issue was not resolved. I emailed them daily for almost a week trying to get this issue resolved. In the meantime I was not able to use their services. Every time I sent an email, a different person responded with tips on how to resolve the problem. The tips were the same every time but they didnt work and I kept telling them that. I got frustrated and asked them to cancel my subscription since I wasnt getting the service that I was paying for but they refused and told me that I had signed a contract. I didnt understand why I should continue paying for services not rendered therefore I contacted my credit card company and filed a claim. They stopped the payments per my request and contacted Eharmony. I received several emails from eHarmony threatening to send me to collections if I dont pay them the whole amount for the subscription. They have sent me to a collection agency and I am requesting *** to advocate for me and get a resolution. Thanks

  Business response

  06/28/2024

  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 purchased a premium subscription. 

  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. 

  
  

  Customer response

  06/28/2024

   
  Complaint: 21918036
  
  I am rejecting this response because:
  The problem is with the app and not my settings or choices. The app is not user friendly and therefore I was not able to access it and connect to potential matches. I indicated this issue in all my emails. I sent numerous emails complaining about this issue. It always required me to set up a new account every time I tried to access it. Your team was not able to resolve this issue. So, though I subscribed for a whole year, its very unfair for me to pay for a service that I didnt benefit from and thats why I requested you to cancel my subscription. Its unfortunate that you keep trying to punish me for your own technical issues. Please make your app to be user friendly. I deleted it because it was not serving my needs. I request that you stop the debt collection because I honestly tried to get this issue resolved in vain. 
  Sincerely,
  
  *****************************

  Business response

  07/01/2024

  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

  07/01/2024

   
  Complaint: 21918036
  
  I am rejecting this response because:
  This is the same generic response that you kept sending me but you are not addressing the issue about my complaint concerning the problem with your app. How can I continue to make payment for the subscription when I am not accessing your app because its not working properly or not user friendly. Is it my fault that your app is acting up? I dont understand your argument here. This doesnt make sense at all. How can I pay for a service that I didnt receive? Isnt your company dedicated to your customers satisfaction? This is poor customer service. Please note that I contacted you several times to resolve this issue but you didnt do it. So, its not my fault. I will submit all the emails that I sent you regarding this issue if you keep persisting. I have been on other sites and have never experienced anything like this. This is pathetic to say the least. 
  Sincerely,
  
  *****************************

• Initial Complaint

  06/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had started a basic membership with eharmony in April and was offered a discounted price on the premium membership multiple times on their site through pop-*** giving different time periods of memberships and prices. I selected one that had a low price and what appeared to me as a trial option. I paid $53.82 upfront and used the service for another maybe few days to a week before deciding this was not fruitful at all and wasn't for me. I de-activated (or from what I saw, completely deleted) my account and saw no warnings that I would continue to be charged or attempts would be made to charge me. I never had any further charges made to my Paypal account (I only have one charge on my Paypal and that is what the $53.82 is for) and never received any further notice from eHarmony until June 24 / 25 seeking $116 for another payment. To me this is extremely dishonest business practice as I am getting charged for a service that I used for maybe a week and a half. I am completely okay with having paid for the $53.82 and that's why I paid that upfront; however I de-activated the account because I no longer liked the service and wasn't going to use it. My exchange with the customer service was extremely dissatisfying and leaves the feeling of this company just being money hungry and leaving no room for understanding or misunderstanding.

  Business response

  06/28/2024

  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. 
  

  
  

  Customer response

  07/01/2024

   
  Complaint: 21915092
  
  I am rejecting this response because:

  1. Eharmony is attempting to charge me for a service I did not use during a period I'm not going to use it for. 2. I have no record of them "reaching" out to me for the charges after the initial $53.82 charge which I knew I was going to have to pay. There are no emails or attempts to charge via my Paypal account until the email I received in June. I am not expecting a refund for the $53.82, I only want them to leave me alone regarding any further charges for a service I am not going to use since I've deleted/deactivated my account (and regarding this there were no warnings that further charges were going to be necessary with cancellation of the account/service which is why I cancelled it and wasn't expecting to be charged over $100 several months after the fact).

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

  Business response

  07/01/2024

  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

  07/02/2024

   
  Complaint: 21915092
  
  I am rejecting this response because:
  It is wrong to charge me for a service I'm not using. I've deactivated the account, used it for a month or less (within the payment period of that first payment) and deactivated within that time. This is an extremely dishonest practice of strong-arming consumers into subscriptions or huge payments for a product they don't use.

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

• Initial Complaint

  06/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  May 28, 2024 I took advantage of an on line offer of a $20/1 month, introductory offer to E-******** I used the following email account: *********************************** agreeing to this $20 commitment, I skimmed the terms of agreement and saw that I could cancel at any time. As the $50/month charge that would have automatically happened, if I didn't cancel right away, would have been more than I wanted to spend, I signed up for the month and went through the proper channels to cancel my membership, after the term agreed on, within a few days of my agreement. I believed I had covered my bases. My Discover statement showed an EHarmony charge if $495.56! I have filed a formal complaint with Discover. I have sent EHarmony an email of complaint. I am sending a written, registered letter to their offices. I am filing a complaint with the BBB. I know of another person who had the very same scenario with this company. After much time and aggravation, she did receive her reimbursement. Obviously, this company has a history of this fraudulent advertising practice.

  Business response

  06/28/2024

  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

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a membership with eharmony and tried to cancel my membership within 24 hours. I spoke with a representative and they informed me that I could not cancel. I was fine with this and tried to make the most of the situation by matching with other people on the app. Unfortunately I was unsuccessful in finding any matches. This is rare because I have been on other apps and was able to match with others and go on dates. I chose to go with eharmony because it claims to have ********* singles which other apps do not claim to have. My struggle is that eharmony cost $458.14, which I have paid in full. At this cost I feel I should have been able to have at least one successful match or at least a conversation with a potential match. When you try to contact eharmony everything is done via email. I have never found a phone number or been able to talk with them. I feel it is dishonest to prey on lonely single people who are looking to find a match. It is difficult to login to your account from a phone. This make it difficult to make any changes to your account. I am lucky enough to have a laptop and was able to cancel my service and cancel the automatic renewal. Other without a laptop or desktop would not be able to cancel. They also said my first month would be 50% off and then it would be a charge of $****** for a total payment of ******. I was charged 4 payments of ******. I never received a 50% discount off my first month. So their messaging is confusing to say the least. I hope that you can help me to get a refund or at least the first month refunded for 50% of the first installment.

  Business response

  06/28/2024

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

  In regard to the Consumer's recent inquiry about a refund of subscription dues, we have reviewed this account and confirmed that the Consumer has purchased a premium subscription. 

  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, although, we are proud that many members have successfully found the love of their life by using our service. 

  We are unable to honor the consumers request for a refund as they are outside of our cancellation policy, as stated in our Terms and Conditions. Our complete cancellation policy in our Terms & Conditions can be viewed here:  ********************************************************** . Please make special note of any State-specific terms regarding cancellations, as terms apply to certain States only. 

  We can confirm that the Consumer's account will expire with no further charge. 

  We appreciate this Consumers time in this matter and hope that they will enjoy the remainder of your time with eharmony. 

  
  

  Customer response

  06/28/2024

   
  Complaint: 21906987
  
  I am rejecting this response because:
  I believe your service is dishonest as you do not have very many Christians on your dating site as you advertise. You also do not have an acceptable cancellation policy. I tried to cancel with in hours of signing up. I would like to meet some of the people who have matched successfully to see what they did to make the site work. You said that I need to expand my parameters, but that means I would be compromising for something I know I would not like. That doesnt make sense that I have had little to no matches. On other sites I have multiple matches and I didnt have to pay. Again I used your site because you advertised it was for Christians.
  Sincerely,
  
  *********************

  Business response

  06/28/2024

  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.We can confirm that this member will no longer be charged further.

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

  
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 6/9/24 I signed up for a one year membership with eharmony to be paid in 4 quarterly installments of $44.85. On 6/23/24 I requested a cancellation of the membership and a refund. The request was reviewed by customer care and denied on the basis that once activated a one year membership cannot be cancelled.

  Business response

  06/28/2024

  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

  06/30/2024

   
  Complaint: 21902059
  
  I am rejecting this response because: I subscribed to eharmony on 9/6/24 and requested a cancellation two weeks later. on 6/23/24 At the same time, I turned off the features that made my profile active and visible to other members because I really want to cancel this membership. I believe that California customers have the right to cancel a subscription that no longer fits their needs, and when the subscription is purchased on a payment plan all future installments should be cancelled and the member should be refunded for the reminder of the 1st installment the day following their request to cancel.

  I have never known any business that refused to cancel a membership for any reason, including that the membership was purchased on an installment plan. However to resolve this complaint I would accept no refund for the first 3 month installment of this subscription that was only active for two weeks.
  
  Sincerely,
  
  *********************************

  Business response

  07/01/2024

  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. 
  
  

  Customer response

  07/01/2024

   
  Complaint: 21902059
  
  I am rejecting this response because: all of their responses, including this one, appear to be aI generated automated responses, and none of their responses has addressed my complaint, specifically that I was a subscriber of their service exactly for two weeks and therefore they should cancel future installments payments regardless of their policies because it's the fair and good business practice to do. In addition, there is no explanation why California is on a list of states that does not authorize refunds. It is quite surprising given that California is one of the states that has a lot of regulations for consumer protection. I would also like a human staff person at eharmony to review my case, something I believe has not happened, and to explain clearly what California regulation is preventing eharmony from stopping my installment payments. Finally, I would like their next response to stop addressing the quality of their services which I have no complaint about. 

  The subscription and payment policies of eharmony are so above and beyond common standards that they should be required to explain clearly why they can't make exceptions.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I never authorized the company to renew my subscription. As soon as I saw them they charged me , I emailed and told them I don't want this services and want this charge to be refunded because I am not going to use your services but they refused to refund and discontinue the services. Why should I pay for the service I don't want to use and never intended to use. This should be illegal. I want you to connect with them and resolve this issue. I request a refund and apology from them

  Business response

  06/25/2024

  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

  06/25/2024

   
  Complaint: 21900816
  
  I am rejecting this response because:
  I remember cancelling auto-renewal last year but they change the default and charged me again. This is not acceptable. 
  Sincerely,
  
  *****************

  Business response

  06/25/2024

  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

  06/25/2024

   
  Complaint: 21900816
  
  I am rejecting this response because:
  It is incorrect and i would like to go to arbitration.
  Sincerely,
  
  *****************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  eHarmony is using misleading tactics to falsely charge people for subscriptions. I paid for a full membership only to discover that the recipients of my messages can't even read them. I would like my membership and account deleted, along with a refund.

  Business response

  06/25/2024

  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. 
  

  
  

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