ComplaintsforMatch Group Americas, LLC

Online Dating Services

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Initial Complaint
09/16/2024
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.
I have been banned without cause. I feel a mistake has been made most likely automated and would love for this to be corrected please
Business response
09/16/2024
Match Group Americas, LLC
PO Box 25458
****************
September 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint *****, ****** #********
Good Morning,
We are forwarding this response on behalf of ***********
Hinge has previously denied this appeal request.Please understand that this decision is not automated, and all appeals receive human review prior to a 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 Match Group 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,

Match Group
Initial Complaint
09/15/2024
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.
I have been wrongfully banned from match group apps such as hinge. I made ONE account. I treated ************************ with respect. I DID NOT misinterpret my age or identity. I DID NOT harass, bully, or stalk anyone. I DID NOT post prohibited content. I DID NOT use another persons account. God for bid I got a new phone and thus new phone number there is no reason I should be banned. I will not be giving up in my pursuit to be unbanned. I will go as far as I need to, to fix this bc it is unacceptable that Ive been banned.
Business response
09/16/2024
TO THE BBB: This is a duplicate of BBB 22233713
Business response
09/16/2024
TO THE BBB: This is a duplicate of BBB 22233713
Initial Complaint
09/15/2024
Complaint Type:
Service or Repair 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.
Hi, I was banned from hinge in May 2022. I tried to access the app but I couldn't 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
09/16/2024
Match Group Americas, LLC
PO Box 25458
****************
September 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ****, **** #********
Good Morning,
We are forwarding this response on behalf of ***********
Hinge has previously denied this appeal request.Please understand that this decision is not automated, and all appeals receive human review prior to a 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 Match Group 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,

Match Group
Initial Complaint
09/15/2024
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.
I subscribed to their service and the app keeps telling me I can't use it, something like my purchase could not be restored, so when I try to restore it on the app and type in the order number, the submit button remains grayed out, the support staff is not helping at all and will not respond to messages after the first one, I have reached out to support several times and I just get radio silence, I understand the amount is small, but this is straight up theft at this point.
Business response
09/16/2024
Match Group Americas, LLC
PO Box 25458
****************
September 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ******, **** #********

Good Morning,
Unfortunately, we are unable to offer login or troubleshooting assistance through this channel. Tinder support may be contacted at ************************************************* for additional assistance.
Sincerely,
Match Group
Initial Complaint
09/15/2024
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.
Wanting to unlock unlimited profiles, I recently purchased a subscription per the link on Match.com. I received a confirmation email stating that I unlocked unlimited profiles but the profiles are still locked out. I logged in the next day, still locked out.I emailed Match.com support with my inquiry. No response. I emailed again. No response.I've attached the confirmation email from Match stating that I'm able to view unlimited profiles along with the blocked ones. Because Match is refusing to acknowledge my emails, I believe they stole the money I spent on the upgraded account.
Business response
09/16/2024
Match Group Americas, LLC
PO Box 25458
****************
September 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint *******, **** #********

Good Morning,

As indicated in the attachments, the subscription purchased is a Bronze subscription. Descriptions of Match's subscription tiers and offerings, as well as the features included with these tiers, may be found here: ************************************************************************************************

Bronze subscriptions include:
Explore and rate unlimited profiles on the discover tab
Send unlimited likes
Enjoy unlimited rewinds

Please note that this subscription option does not include features such as "See who likes you," "See whos viewed your profile," "Unlimited search," and others. These features will not be accessible, and members without these features will not be able to utilize them. Profiles retrieved and curated using these tools will not be accessible on these screens.

This does not mean that the profiles themselves are unavailable, but the member will only be able to access those profiles by using the features included in their Match membership. Our subscription page does not state that Bronze members will have access to any features other than those listed as part of the Bronze membership.

The Match Terms of Use explain "Generally, all purchases are final and nonrefundable, and there are no refunds or credits for partially used periods." Independent of this, we strive to provide current and former members with a positive experience and have issued a one-time courtesy refund for this charge. The funds will be returned to the original method of payment and may take 5-10 business days to be received.

Sincerely,

Match Group
Initial Complaint
09/15/2024
Complaint Type:
Service or Repair 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 recently banned off an app that im a frequent user on. No explanation on why I was removed from the app, went ahead and tried to appeal it and was instantly denied. Im always respectful and kind on all apps the Match Group has to offer.
Business response
09/16/2024
Match Group Americas, LLC
PO Box 25458
****************
September 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint Fields, Tyler #********
Good Morning,
We are forwarding this response on behalf of ***********
Hinge has previously denied this appeal request.Please understand that this decision is not automated, and all appeals receive human review prior to a 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 Match Group 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,

Match Group
Initial Complaint
09/14/2024
Complaint Type:
Service or Repair 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.
Hi, I was banned from Hinge last January, 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
09/16/2024
Match Group Americas, LLC
PO Box 25458
****************
September 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint K, Sadiq #********

Good Morning,
We are forwarding this response on behalf of ***********
Members must submit appeal requests to Hinge by following the instructions at ***********************************************************************************
Any appeals submitted via social media or sent to individual Hinge or Match Group employees via email will be redirected to use the process outlined above, including any details relating to the ban if possible under the Hinge Privacy Policy. Users who have already submitted an appeal request will receive a direct response to the appeal via the e-mail address associated with the Hinge account. To correct any misunderstanding, additional inquiries or appeal requests, including through this channel, will not expedite the appeal's position in Hinge's processing queue or impact the outcome of any prior appeal decision. We recommend checking junk and spam folders to ensure receipt of communication relating to the appeal.

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" 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

If the appeal request is denied or the account is not eligible for appeal, the account will remain banned and any new accounts created will be subject to termination.

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

Sincerely,

Match Group
Initial Complaint
09/14/2024
Complaint Type:
Service or Repair 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 only get banned on Hinge and I need help. I always get the bot message is because Ive recently been banned in the match making family apps but I have Tinder Which works perfectly fine and the ******* have other apps that work perfectly fine and I never got banned on either of those app. Its only Hinge, I think its this phone this phone off market and whenever I sign into Hinge, I get automatically banned. Ive reached out to them no help I dont know whats going on. I just want to enjoy Can someone please look into this and get my account back?Its because I have two phones which one has 16 GB which is not enough for all the apps and I sign into it and I just got banned automatically and I tried to appeal and Im getting no support. Its just robot messages. Can someone please explain why?
Business response
09/16/2024
Match Group Americas, LLC
PO Box 25458
****************
September 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ***, Josh #********
Good Morning,
We are forwarding this response on behalf of ***********
Hinge has previously denied this appeal request.Please understand that this decision is not automated, and all appeals receive human review prior to a 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 Match Group 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, to correct any potential misunderstanding, this ban originated from Hinge.

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

Thank you for your understanding.

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

Sincerely,

Match Group
Initial Complaint
09/14/2024
Complaint Type:
Service or Repair 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.
Got banned due to a hacker taking over my account. Paid for a premium membership and had it stripped from me.
Business response
09/16/2024
Match Group Americas, LLC
PO Box 25458
****************
September 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint F, Jaden #********

Good Morning,

We are forwarding this response on behalf of ***********

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, the account 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,

Match Group
Initial Complaint
09/14/2024
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.
Hello,I recently received a ban from this group on hinge on my phone number. I was not the one using this phone number and it seems to have banned me so now I am not able to use any of the platforms. I was intending to use this application to find a relationship at some point as its hard to meet people otherwise. I dont understand why I received the ban. I am seeking to get unbanned off the platform because I havent even used the app recently. I had only used it about a year ago.This is unfair as we all deserve to find love and a happy relationship and I am being stripped of my ability to.
Business response
09/16/2024
Match Group Americas, LLC
PO Box 25458
****************
September 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint Chow, Matthew #********
Good Morning,
We are forwarding this response on behalf of ***********
Hinge has previously denied this appeal request.Please understand that this decision is not automated, and all appeals receive human review prior to a 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 Match Group 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,

Match Group

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