ComplaintsforHinge, Inc.

Online Dating Services

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Initial Complaint
08/18/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In February of 2023 I was on all dating apps hinge,tinder, and bumble. I never said anything derogatory or hateful to guys and genuinely wanted to make connections. I used all genuine pictures of me and went on many dates. One day mid conversation with matches I could no longer answer as hinge decided to delete my profile as well as tinder. Neither of which could state the reason with support. These apps are meant to build meaningful connections and as a busy hard working member of society it was convenient to get to know someone on these apps before i would meet them in public. I genuinely am looking for a relationship and would just like hinge to revoke the ban that was wrongfully placed and let me try to find a compatible partner.
Business response
08/19/2024
Hinge, Inc.
PO Box 25458
****************

VIA ONLINE RESPONSE

Re: BBB Complaint *****, Jordan #********

Good afternoon,

Please be advised that Hinge has previously denied this appeal request. This process is not automated, and all appeal requests receive human review prior to the appeal decision being provided. Submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

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

As explained in these Terms of Use, Hinge may, at its sole discretion, "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate.

While we understand you may want additional detail, Hinge cannot disclose specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. This decision has been thoroughly reviewed and the ban will remain in place.

We understand this is not the desired outcome, however, the Hinge account will remain banned and any new accounts created will also be subject to termination.

Thank you for your understanding.

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

Sincerely,

Hinge
Customer response
08/20/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
08/16/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was banned on hinge with 0 explanation after only having the app for about an hour and not using really at all. Im not sure what i did wrong in order to get this ban and would like it overturned if possible. i did not message anyone or do anything wrong on the time i was on hinge
Business response
08/17/2024
Hinge, Inc.
PO Box 25458
****************
August 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint **********************; #********

Good Morning,

We are forwarding this response on behalf of Tinder, LLC

Users who are eligible to submit an appeal may do so by following the instructions for *********************** **************************************************************************************************************

The Tinder Terms of Use explain that Tinder may terminate your account without a refund of any purchases if you have violated this Agreement, misused the Service or behaved in a way that Tinder regards as inappropriate or unlawful, including actions or communications that occur on or off the Service" and "may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Hinge, Plenty of Fish, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo"

Although we are unable to provide specifics through this channel to ensure compliance with our Privacy Policy, further details of this decision will be provided via our appeal process if possible under this Policy.

If the appeal request is denied or if the ************* is not available because the banned account is not eligible for appeal, these accounts will remain banned and any new accounts created will also be subject to termination. Submitting additional appeals after receiving a response, including through this channel, will not impact our decision.

Thank you for your understanding.

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

Sincerely,

Hinge

Customer response
08/19/2024
I have reviewed the business response and accept this resolution as long as i am unbanned and can make an account
Initial Complaint
08/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I hope this message finds you well. I think there a bug in this app my account got banned for no reason. And i got message hinge we g Did it bimistakely but i closed login again it went account has been removed. I haven't promted any single offended word to anyone in my profile feed.i do have Respect and professionalism and that are mportant to me, and I strive to uphold these values in all my interactions.Please solve this issuse as soon as possible.Best regards ******
Business response
08/15/2024
Hinge, Inc.
PO Box 25458
****************
August 14, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint Dhuri, Akshit #********

Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

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

As explained in these Terms of Use, Hinge may "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
Please be advised that are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, this ban was reviewed prior to the appeal decision being provided, and we have confirmed the ban is not due to any technical error.

We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.

Thank you for your understanding.

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

Sincerely,

Hinge
Initial Complaint
08/15/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On Wednesday August 18th, 2024 I received a notification that my hinge account had been banned. This surprised me as I have no idea why my account would be banned. I submitted an appeal through the in-app process seeking further information as to why my account was banned. I received an email from Hinge ************** team two minutes later saying that an informed and final decision was made for my account to remain banned as a result of a careful review of my appeal. Thats a lie. having an algorithm send an automated email dismissing my appeal almost as soon as it was submitted is not a careful review. Im furious and would like my account restored, at bare minimum I wish to know specifically why my account was banned.
Business response
08/15/2024
Hinge, Inc.
PO Box 25458
****************
August 15, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ******, Will #********

Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

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

As explained in these Terms of Use, Hinge may "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
Please be advised that are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy.

We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.

Thank you for your understanding.

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

Sincerely,

Hinge
Initial Complaint
08/14/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
During the month of May 2024, the Hinge account of *********************** was banned due an apparent violation of the Terms of Service (and upon the appeal decision correspondence also apparently Community Guidelines were violated). There was not provided any cited nor explicit reasons for the account of *********************** being banned prior to the appeal filed to Hinge **** on August 5th, 2024 and on this date. The resolution desired is to be permitted use of Hinge by *********************** given that there is no former history of this account as problematic on the app in question of any other ****************** this user has utilized. Here is the precise wording sent to by Hinge on August 5th, 2024, after the appeal by *********************** was submitted on the same day: "Our team has reviewed your appeal request and confirmed that you are in violation of our Terms of Service and our Community Guidelines. Therefore your account will remain banned. This decision is informed and final and subsequent appeals will not be considered."
Business response
08/15/2024
Hinge, Inc.
PO Box 25458
****************
August 15, 2024
VIA ONLINE RESPONSE ************************ #********

Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

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

As explained in these Terms of Use, Hinge may "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
Please be advised that are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy.

We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.

Thank you for your understanding.

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

Sincerely,

Hinge
Customer response
08/15/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
08/14/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I had been using hinge for a couple years prior but then got banned last month for alleged harassment. I believe that this was due to a complaint from potentially 2 former partners that I had rematched with on hinge, one of whose name is ***** and the others whose name I think was ****? I had already hooked up with both these individuals off the app and had had some discussions about some spicier topics, some of which were re-mentioned on the app. We had then texted off app as well but things did not go smoothly with either and I believe they reported me for harassment. This however was not the case, and I feel this was done simply out of malice. I truly enjoy using the app and actually met someone that I talked to seriously just prior to being banned though that recently ended. I would never willfully harass anyone on the app, I believe the messages in question were taken out of context of off app interactions. I think the app is fantastic and would sincerely like to rejoin the community. I would happily make any necessary apologies though I again feel that I was only reported out of malice.
Business response
08/15/2024
Hinge, Inc.
PO Box 25458
****************
August 14, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ********, Yash #********
Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

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

As explained in these Terms of Use, Hinge may "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
Please be advised that are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy.

We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.

Thank you for your understanding.

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

Sincerely,

Hinge
Initial Complaint
08/14/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My account was recently banned on Hinge without explanation. It happened soon after I spent $24.99 on the app and I would just like access back into my account. If that is not possible then I would like to be refunded for my purchase. I was banned 3 days after my purchase.
Business response
08/15/2024
Hinge, Inc.
PO Box 25458
****************
August 14, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ************************** #********
Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

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

As explained in these Terms of Use, Hinge may "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
Please be advised that are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy.

We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.

Please be advised, this purchase was made through Apple. We do not have access to Apples external billing system and we are unable to assist with cancellation or refund requests in this case. We recommend contacting Apple directly at the following link: ***********************************.

Thank you for your understanding.

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

Sincerely,

Hinge
Initial Complaint
08/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, I was banned from hinge i tried to access the app but I couldnt as the message said i was banned. I tried to appeal with hinge and i got response, "Our team has reviewed your appeal request and confirmed that you are in violation of our Terms of Service and our Community Guidelines. Therefore your account will remain banned. This decision is informed and final and subsequent appeals will not be considered." I'm uncertain about the specific reasons for my removal and which community guidelines I may have unknowingly violated. It seems that the actions taken against my account did not provide an opportunity for me to defend myself or gain insights into any potential mistakes. I kindly request a reconsideration of my removal, with the hope of being reinstated on the platform. I genuinely enjoyed using Hinge to connect with new people and explore meaningful connections, and I would appreciate the opportunity to continue doing so. Thank you for your time and consideration
Business response
08/15/2024
Hinge, Inc.
PO Box 25458
****************

VIA ONLINE RESPONSE

Re: BBB Complaint ******, Logan #********

Good afternoon,

Please be advised that Hinge has previously denied this appeal request. This process is not automated, and all appeal requests receive human review prior to the appeal decision being provided. Submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

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

As explained in these Terms of Use, Hinge may, at its sole discretion, "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate.

While we understand you may want additional detail, Hinge cannot disclose specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. This decision has been thoroughly reviewed and the ban will remain in place.

We understand this is not the desired outcome, however, the Hinge account will remain banned and any new accounts created will also be subject to termination.

Thank you for your understanding.

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

Sincerely,

Hinge
Customer response
08/16/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
08/14/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dear Hinge Support/Bureau,I hope this message finds you well. I am writing to formally dispute the recent removal of my Hinge account, which I believe was done in error. My account was removed for allegedly violating Hinges terms of service, but to my knowledge, I have not engaged in any such violations.I have already submitted an appeal regarding this issue but have yet to receive a response. I am deeply concerned about this situation and would appreciate your immediate attention and assistance.I would like to bring to your attention that I have been the victim of abuse by an individual who is currently on trial for assault. This person may have maliciously reported my account, leading to its removal. I assure you that my behavior on your platform has always been respectful and in line with your community guidelines.Additionally, to validate my credibility, I have been a member of the highly selective dating app **** for over a year, demonstrating that I am a genuine and respectful individual in the dating community.I am requesting a thorough review of my case and the reinstatement of my account, as I believe this removal was a mistake. I value the opportunity to engage with your platform and am committed to adhering to its standards.Thank you for your prompt attention to this matter. I look forward to your response and hope for a favorable resolution.
Business response
08/14/2024
Hinge, Inc.
PO Box 25458
****************
August 14, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ************************************ #********
Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

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

As explained in these Terms of Use, Hinge may "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
Please be advised that are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy.

We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.

Thank you for your understanding.

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

Sincerely,

Hinge
Initial Complaint
08/14/2024
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I was falsely accused and never refunded my money. Its not fair that my account gets canceled by malicious intent of others.
Business response
08/14/2024
Hinge, Inc.
PO Box 25458
****************
August 14, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ************************ #********

Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

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

As explained in these Terms of Use, Hinge may "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
Please be advised that are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy.

We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.

Thank you for your understanding.

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

Sincerely,

Hinge

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