ComplaintsforSaw You At Sinai

• Initial Complaint

  11/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 4th 2021, I received an email from this company informing me that my profile was frozen because according to them I was previously married and did not disclose that information to them. However in reality I've never been married or even engaged. This accounts freezing happened in a very random and insulting way. I wasn't given any warning or anything like that or even the opportunity to defend myself. When I email them back informing them that I was never married and that I would like my account to be unfrozen they never responded to me, either by requested a refund for their services and they never gave me that refund or even responded to my emails. I found the email to be very insultful and slanderous and all I want is an official apology from the company and a refund however they have been ignoring all emails and phone calls.

  Business response

  12/01/2022

  Thank you for following up with us regarding the disagreement with ************************

  We are successful matchmaking organization with over ***** members married. Part of our success is derived from our best attempts to ensure that only appropriate and quality members are on the site. If we find people who are (possibly) being untruthful or are inappropriate on the site, then we investigate the situation. We do give the person the benefit of the doubt, when trying to clarify or correct their information/actions, but while we are reviewing the situation, we do not allow the person to be matched with other members. This helps ensure the safety and comfort of everyone on the site.

  In the case of ***********************, we were made aware that *********************** had publicly posted that he was married or had been married in the past and that he had children. This is based on posts that *********************** personally posted on a *************** (Please see the below screen shots which shows ****** posting indicating that he was married and had children and includes specific information which confirms that this *********************** was the same person who was on our site. e.g. Masters of Education from *****************, CELTA from Cambridge and speaks Spanish, English and Hebrew.)

  SawYouAtSinai only allows unmarried individuals, who are interested in marriage to be part of our site. ***** listed on his profile that he is Single (never married) and did not have children. (Please see below for screen shot.) Based on the 2 important discrepancies in Davids information, we reached out to *****, at 11/04/22 09:16:19 AM EST, asking divorce information regarding the marriage that ***** posted on ********* ***** responded after 4PM EST on Friday, which is after our offices close for the Sabbath and for the weekend. Over the weekend, ***** then sent 4 additional emails which threatened action and displayed potential emotional instability. (Please see the emails below.)

  On Monday morning, when the team returned to work, we received his numerous demanding emails. Based on his ******** post and his aggressive tone, we determined that we would call ****** references and only after speaking with them would we determine next steps. On Monday and Tuesday, our team spoke with his two references on the site. They both said that to their knowledge, ***** was never married, but he may have been unofficially engaged. On Wednesday afternoon, a member of our team spoke with *****. ***** said he previously had a girlfriend, but had never been married. He said that he only posted that he was married, as he thought it would be easier to get a Visa.

  On the call he was rude and aggressive to our staff member. We offered (and gave him) a refund for the past month. (Please see below for refund confirmation from Wednesday, November 8^th.) Since he had already disputed the monthly charge, we informed him that he needed to drop the disputed amount.  He informed us that he would 'call them on my own time'.  We informed him that if we received a dispute, then he would have to refund the disputed amount as well as the dispute fee that we have to pay. We ended the call by asking how he wants to proceed - 'stay on the site or remove himself'. He responded 'well I guess I should stay on it'.

  Unfortunately, the dispute charge was either not cancelled or not cancelled in-time, as we received a dispute for two months of service as well as the associated dispute fee. Therefore, on November 29^th, we removed ***** from the site.

  In most cases, if someone is dissatisfied with our service, then we refund the person. But, once someone disputes a charge, then our policy is that they must repay the disputed amount and associated fees, if they would like to use our site or any site that we manage. In order for ***** to return to the site, he would therefore need to repay, by check, the two months of disputed service and the dispute fee.

*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. ↩