ComplaintsforeHarmony, Inc.

• Initial Complaint

  07/21/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I attempted to cancel my membership on 6/14, but was offered a lower price to remain a member. I accepted the offer but was charged the full amount and they are saying I'm too late to cancel. I was fine with the lower price but they completely lied about the lower amount to prevent me from canceling when I still had time.

  Business response

  07/29/2021

  Business Response /* (1000, 5, 2021/07/23) */ Regarding the complaint filed by this Consumer, we have the following response: In regard to the Consumer's recent inquiry regarding the cancellation of their eharmony account, we have reviewed this account and confirmed that the Consumer purchased a subscription plan that requires 4 separate payments on a 50% discount, billed over the first 4 months of the subscription. Our records show that the Consumer has completed 2 installment(s) however, 2 remaining installments are currently outstanding. 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. As a result, we are unable to cancel this subscription. This account has 2 payments remaining and is currently open and active and is set to expire on 06/15/2022. 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. Consumer Response /* (3000, 7, 2021/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are completely ignoring the fact that they offered me a lower rate when I attempted to cancel during my cancellation window but didn't honor it and now are saying I still have to pay. Business Response /* (4000, 9, 2021/07/26) */ 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 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. Consumer Response /* (4200, 11, 2021/07/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) All they said was they think they responded well. They didn't. There are many of the same complaints and they do nothing.

• Initial Complaint

  07/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for eharmony and decided that I want to cancel within a day of doing so They keep wanting money from ******* I cannot even get into my account to see when it was cancelled or anymore info unless I put in a credit card number which I will not do I did not even get a FREE trial and I have 3 days to get out of a contract I want this subscription stopped and for them to stop trying to get money out of me

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2021/07/22) */ Regarding the complaint filed by this Consumer, we have the following response: In regard to the Consumer's recent inquiry regarding the cancellation of their eharmony account, we have reviewed this account and confirmed that the Consumer purchased a subscription plan that requires 4 separate payments, billed over the first 4 months of the subscription. Our records show that the Consumer has completed 2 installment(s) however, 2 remaining installments are currently outstanding. 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. As a result, we are unable to cancel this subscription. This account has 2 payments remaining and is currently open and active and is set to expire on 10/23/2021. 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. Consumer Response /* (3000, 7, 2021/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cancelled it within 24 hours So it shouldnot be a valid contract I will not pay for it as I hae not used it at all and I want to know what my rights are as a consumer I had a******** payment set up for this and now ******* i slooking for money also I stopped payment WHAT ARE MY RIGHTS AS A CONSUMER I did not even get a free trial period for this account i will file a complaint against the with the ** Atty Generals office aso Business Response /* (4000, 9, 2021/07/23) */ 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 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. Consumer Response /* (4200, 11, 2021/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) i already sent ou my statement legally i have 3 days to cancel a contract i will be filing with the atty henerals office and i will not pay for this Business Response /* (4000, 17, 2022/03/15) */ 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 feel that we have adequately addressed the Consumer's concerns and we have no further response. Please make special note of any State-specific terms regarding cancellations, as terms apply to certain States only. We thank this Consumer for taking the time to try our service and we wish them all the best.

• Initial Complaint

  07/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a subscription for eHarmony and was charged $63.11 on June 17. I was very unhappy with the services and cancelled my subscription less than a month after. I was then charged another $63.11 on July 19th. I then found out that I had only been able to cancel renewal date which is December. So I get charged every month until then. I tried to contact eHarmony by email and phone. I feel that their advertising information is misleading and iam very disappointed in the inability to get a helpful response by email and no response by phone. I would like a refund for $63.11 from July 19 and no more charges to me.

  Business response

  08/05/2021

  Business Response /* (1000, 5, 2021/07/22) */ Regarding the complaint filed by this Consumer, we have the following response: Unfortunately, we are unable to locate a premium account with the information provided. Consumer Response /* (3000, 7, 2021/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Account is under the email ***************************** Business Response /* (4000, 9, 2021/07/23) */ Regarding the complaint filed by this Consumer, we have the following response: Company's response: 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 their subscription on 6/14/2021, in the state of OH. 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 already canceled the remaining payments and adjusted the subscription term prior to this complaint. We can confirm that the Consumer's account will expire with no further charge on 9/14/2021. We thank this Consumer for taking the time to try our service and we wish them all the best. Consumer Response /* (2000, 11, 2021/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Iam happy with companies response. I appreciate the cancellation of remaining payments. Thank you

• Initial Complaint

  07/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sent a subscription cancellation notice email on July 7 to *************************** They ignored the cancellation notice and charge me $358.80 for a yearly subscription. I like my subscription cancelled immediately and get $358.80 refunded to my bank account. Thanks

  Business response

  08/03/2021

  Business Response /* (1000, 5, 2021/07/23) */ Regarding the complaint filed by this Consumer, we have the following response: 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 their subscription on 07/06/2021. 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. We are unable to honor the consumer's request for a refund as they are outside of our cancellation policy, as stated in our Terms and Conditions. You can review our complete cancellation policy in our Terms & Conditions here: https://www.eharmony.com/termsandconditions/ . 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 on 07/07/2022. We appreciate this Consumer's time in this matter and hope that they will enjoy the remainder of your time with eharmony.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made an account with Eharmony and then canceled my account and subscription expecting them to no longer charge my credit card. They proceeded to charge my card for $43.16. When I emailed them they stated "even though you may have canceled your account we still process your payments. We will not refund you." Basically stating that they don't care that they took my money without concent.

  Business response

  08/02/2021

  Business Response /* (1000, 5, 2021/07/22) */ Customer purchased a new 12 Month subscription on 4/16/2021. Refund requested is outside of our refund policy. Ineligible for a refund. As mentioned in our Terms and Conditions of Service, 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 Data & ******** > ******** ********* > ***** ************* clicking on the cancellation 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. eharmony is unable to guarantee the quantity, quality or type of matches a customer may receive, as this is determined in large part by the specific settings/preferences a customer selects. Please see attached refund policy which is state specific.

• Initial Complaint

  07/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I would like a refund of the money I have already paid and a cancellation of the remaining payments due.

  Business response

  08/03/2021

  Business Response /* (1000, 5, 2021/07/22) */ Regarding the complaint filed by this Consumer, we have the following response: In regard to the Consumer's recent inquiry regarding the cancellation of their eharmony account, we have reviewed this account and confirmed that the Consumer purchased a subscription plan that requires 5 separate payments, billed over the first 5 months of the subscription. Our records show that the Consumer has completed 2 installment(s) however, 3 remaining installments are currently outstanding. 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. As a result, we are unable to cancel this subscription. This account has 3 payments remaining and is currently open and active and is set to expire on 08/27/2022. 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. Consumer Response /* (3000, 7, 2021/07/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am not happy with the service and would like a refund Business Response /* (4000, 9, 2021/07/23) */ 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 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

  07/18/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I cancelled my account with eHarmoney a year ago and they never acknowledges the cancellation despite my repeated attempts to follow their on line instructions. Then on 7/4/2021 they charged my account $550.80 I tried to log on using my saved account info in my passwords ******* and could not do so, after they charged me. I cannot find a good phone number for them including the one you have that requires an extension. So I have not been able to contact them to take care of this issue. Meanwhile the period to contact them for a refund has lapsed despite my daily attempts to reach them in person. Their system gave me a place to contact them through their website but I tried repeals from 7/4/21-7/11/21 and finally received an email stating they will I ly use the email address I last used in their system which was addresses so my at *** dot com address. They failed to answer my questions and have not refunded my money. The number you show needs an extension number which is not ava

  Business response

  08/04/2021

  Business Response /* (1000, 5, 2021/07/21) */ 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. ↩