ComplaintsforeHarmony, Inc.

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I joined Eharmony on 6/22/24 and wrote to them on 6/23/24 asking to cancel my subscription within the 3 day period. Their response is that the 3 day period does not apply to where I live.

  Business response

  06/24/2024

  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

  06/24/2024

   
  Complaint: 21892589
  
  I am rejecting this response because:

  EHarmony did not make it clear enough that my State of FL was ineligible for a 3 day refund. I am still requesting a full cancellation of my subscription with a refund of what has already been paid and release from further financial obligation. They should know better when dealing with senior citizens that it can be confusing and especially since it shows clearly on search engines that a 3 day cancelation is permissible with no mention of which States. 
  
  Sincerely,
  
  *************

  Business response

  06/24/2024

  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

  06/24/2024

   
  Complaint: 21892589
  
  I am rejecting this response because:

  I feel that since I was unaware that the 3 day cancellation was not allowable for some strange reason in my State, they should be more understanding and relatable to my situation. Their replies have been nothing more than copy and paste of all their rules and regulations which make it very clear that they do not care about individuals and only about contracts and money. I will begin to escalate this on my own.
  
  Sincerely,
  
  Irys Sunshine

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Eharmony charged my credit card $898.80 on June 3, 2024. They did not have my permission to do so. They signed me up for a year subscription from 5/28/24 to 5/28/25. Back in November 2023 I signed up for a 6 month subscription and paid for it via my credit card. The 6 month subscription ran from 11/2023 to 5/2024. I requested the 6 month subscription and paid for it. I did not request the subsequent year subscription afterwards. They had my credit card on file and they renewed my membership on 5/27/24 without my permission. They never sent me an email regarding this and took it upon themselves to charge my credit card without my permission for a year subscription that I did not ask for.

  Business response

  06/24/2024

  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: 21890577
  
  I am rejecting this response because: I did not want a new subscription. Eharmony signed me up for a year subscription which I did not want and charged me $898.80. They have done this to numerous people and have unscrupulous tactics. I will not pay this amount. 
  
  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 have 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

  06/26/2024

   
  Complaint: 21890577
  
  I am rejecting this response because:
  I never received an email from Eharmony stating they would charge my credit card for a year subscription. Again, I did not want a year subscription and they know it. They dont care what the consumer wants only that they can force you into a subscription you didnt ask for. I will NOT pay this, period. 
  Sincerely,
  
  *************************

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/18/24 I looked online at the service options and there was an option for ***** a month thst I chose and I chose 2 payments believing it was ***** each payment When I looked at my credit card it showed ****** I called all the numbers on the website to cancel on 5/19/24 None of the numbers worked, they either said cannot connect or the call would not completely go through. I called my credit card company and they said I had to wait for it to post to dispute and that happened after tje 3 days were up.Eharmony has since contracted me and I asked to delete my profile and explained the situation and they still have not refunded me.Now there is another ****** pending.Plesse help me with this issue. Sincerely *****

  Business response

  06/24/2024

  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 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, although, we have found 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. 
   
  We can assure that the Consumer's account is set so that it 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

  06/24/2024

   
  Complaint: 21888864
  
  I am rejecting this response because all contracts, by law, even in ** must have a 3 days recession period
  
  Sincerely,
  
  ****************

  Business response

  06/24/2024

  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. 

  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. 

  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 8th of 2024, eharmony took ****** out of my checking account. I disputed this charge, as I did not authorize this. I was refunded on April 18th.On June 17th, eharmony took another ****** out of my checking account. I inquired about this charge, and they said they refunded this as well, which is not true.They will not answer my question as to what date they refunded my, and just keep sending me canned responses.

  Business response

  06/24/2024

  We regret that the Consumer is not satisfied with our resolution. In reviewing our ********** account, we can confirm that the transactions in question have been refunded due to a reversal received from the ********** financial institution.
   
  We thank this Consumer for taking the time to try our service and we wish them all the best.
  

  Customer response

  06/24/2024

   
  Complaint: 21892692
  
  I am rejecting this response because: Although eharmony stated they have refunded me, I have not received this. 
  
  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 already issued a refund for this member. Please allow up to 5 business days for the payment to appear on their end.

  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.

  
  

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up to E Harmony on 19th. I am recently widowed and regret what I hastily did. I called them the next day and asked them to delete my profile and cancel the whole thing. They will not. They said I would be contacted by a third party to negotiate cancellation. I have heard nothing. I tried getting hold of them to talk online, but there were further charges, so i cancelled that. The attached correspondence is communication I have had with them. They have no sympathy whatsoever. They have bullying tactics. I refuse to pay a further ***** to this organization.

  Business response

  06/24/2024

  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

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a year of their service in june 2023. Knowing i did not want renewal i turned off the autorenewal. I know i did this because with my account it took me special steps to turn off autorenewal. Now a year later with no warning or preview they automatically charged for another entire year of tye service i do not want. I on a weelend vacation and did not see until i saw the large charge on Monday. I cantacted them to tell them to refund and turn off the service to which they declined. They offered 50% which is not acceptable. I see it as they stole the money from my account due to some glitch in their site now only want to give back half. Completely unprofessional and unethical practices.They basically make money by trapping people then hide behind the Ts&Cs.

  Business response

  06/22/2024

  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. However, as a one time courtesy, we have issued a 50% refund to this consumer.
   
  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: 21883387
  
  I am rejecting this response because: As i have stated; i turned off the autorenewal option right after i purchased the first year as i do not like anything to autorenew especially a years worth of service. I know i did this since it took me logging online to turn it off and not just going into the app. At some point the autorenewal was turned back on not by me. I was never alerted that it was going to charge by phone or email and did not think i would need to turn it off twice. 

  I see this as a shady business tactic to autocharge people for your service without authorization and then hide behind your terms and conditions to steal money from your once customers. No, a 50% refund is not acceptable as i alerted you to the wrongful charge as soon as i had seen it. It is a yearly ongoing service that you could easily stop and just refund the money but you are refusing. This is exremely unethical practices. If this was a responsible, honorable, reputable business then there would be no issue in cancelling the service and refunding the full amount.

  You cant steal $400 from your customer and then offer half of it back and pretend you are doing them a favor.
  
  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. However as a one time courtesy, we have issued a 50% refund.

  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: 21883387
  
  I am rejecting this response because: Terrible business model. Alienating the customers that actually purchased a full year of your service by forcing them to purchase another whole year is ridiculous. If  you stood by your product then you wouldnt have to scam to get business. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  06/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for eHarmony around the beginning of May. I used it for 5 days and paid for the month of May. Then I canceled everything. They then tried to charge me in June. Luckly, I used a card that had to have funds loaded and they were unable to take the payment. I reached out to customer service, and they informed me that the fine print said I had signed up for a year. I asked them to delete my account, they did. Their website is misleading in the wording and options they gave me. I put a request into cancel for the reminder of the year subscription. They then informed me I still owed them $482.89 for the year and couldn't cancel my subscription! I told them I will not pay that much money for 5 days of service. They then blocked my phone number from ever creating another account at **********************. When I said that I will not pay for a service I will not be using, (and at this point cannot use because they blocked me) they told me I was sent to collections. I only want the debt taken out of my name.

  Business response

  06/22/2024

  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

  06/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a year long subscription on 11/2/2022. I received no Email's reminding me the subscription was going to renew in Oct or Nov 2022. I received NO follow up Email's from them at all. I assumed the account was cancelled. On 2/22, 2024 I get an email from a collection agency asking for a payment of $382.48. Account Number EHRXVVPB. Reference # ********. I replied back that I am not liable to pay this because I did not renew the subscription and because I've received no notification from EHarmony of any charge as well. RFGI told me to contact EHarmony. I did and they directed me back to ****. Attached are clips showing that I received NO emails from Eharmony within the dates in question. I searched my entire Email base and have no deleted any EMails from Eharmony. With no notification of such charges I am not liable to pay anything. As well, I cancelled the subscription. I would like this charge to be absolved from Eharmony. They contact RFGI and remove the collection action and have RFGI remove this from my credit report. Regards, ***********************

  Business response

  06/22/2024

  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. 

  
  

  Customer response

  06/24/2024

   
  Complaint: 21878771
  
  I am rejecting this response because:  The issue is that EHarmony sent NO notifications of renewals, past due notices or even marketing EM's of being a member during the renewal time and afterwards.  Consumers should NOT be liable for payment when the business does not communicate with a customer regarding charges prior to 30 days of any given charge.  Had I been sent a renewal I would have cancelled at that point in time because I was no longer single.  Attached is my exhaustive search of all EMail's from EHarmony from the point I signed up in 2022 to today in my Yahoo EMail.  

  I deserve a full reimbursement of the funds withdrawn of any charges posted past my original order date in 2022.  Without my authorization, this is considered theft.  

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

  Business response

  06/24/2024

  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

  06/24/2024

   
  Complaint: 21878771
  
  I am rejecting this response because:  Of course I didn't cancel the membership because I was never notified that it was renewing.  As I stated, I received no Email's from EHarmony stating it was renewing.  Charging without notification outside of 30 days is unacceptable and theft.  As I stated, the first I heard of this renewal was when the debt collector contacted me earlier this month.  

  I need a full refund for the charge they are trying to charge me now.  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got many many e mail solicitations from e harmony with blurred pics of many many potential partners.After I joined, I got if lucky about one per week and the site instead of showing many pics showed only a few.I was told that if I joined premium I could get more pics.I said I did not join under the assumption that my pics would be limited and I wanted a refund of my money many times but always given the run around: asking for refund too late, etc. Or, I had to follow the instructions - which were way too complicated for me - to allow me more possible suggestions given the parameters of my profile. That puts the burden on me.They never said when soliciting my membership that my possible matches would depend on my profile.They were very unclear stating over and over again that their site had the most choices.That was not true if I did not jump through their then advised hoops.

  Business response

  06/22/2024

  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, although, we have found 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. 
   
  We can assure that the Consumer's account is set so that it 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. 

  
  

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for ******* in January of 2024, thinking I was signing up for a 3 month contract at ~ $155. I was then charged an additional $155 a week later. I didn't understand that and contacted the company. I was told I had signed up for 12 months at $630 and while I could cancel they would not refund my money and I still owed the money. I contacted them numerous times via email and phone and was told I still owed the money. So I paid $314 for a service I used for 1 month and owe an additional 314. EHarmony has now referred my case to a bill collection agency.

  Business response

  06/22/2024

  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

  06/24/2024

   
  Complaint: 21877368
  
  I am rejecting this response because:

   

  eHarmony 's cancellation policy is ridiculous and unethical to say the least. No cancellation, period, no refund period. 1 day or 11 months, you pay full price.

   

  What a garbage company with garbage policies.

  I'm not even asking for my money back, just asking to not have to pay for a service I'm not using!

  Instead, you sent my account to a debt collector.

  Amazing customer service!

  
  ***************************

  Business response

  06/24/2024

  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. 

  
  

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