ComplaintsforMatch Group Americas, LLC

• Initial Complaint

  10/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I registered on Match.com dating services on Oct.2,2021. I posted a message profile and submitted 2 photos. I received a email stating I had a response from a subscriber on Oct. 3. I attempt to login and pay for a subscription to retrieve the message. It didn't recognize my password. It gave me a option to reset password. I entered a new password *** was told I was blocked...I sent a message about this to customer care. That day I was given several reference numbers: 1532, David 4406, and Anthony 211004. Nothing was resolved, so I talked with management, Marian Oct 4. She told me to email customer care back and ask why this happened. I did as she suggested . I was told by customer care my location stated I was out of state. I denied it because my zip code in the profile was 60478. I later received a email from Pedro F, stating due to terms of my account, my account was terminated. If I attempt to subscribe in the future, my account would be immediately terminated.

  Business response

  12/07/2021

  Business Response /* (1000, 5, 2021/10/19) */ Match.com PO Box 25458 Dallas, TX 75225 October 19, 2021 VIA ONLINE RESPONSE Better Business Bureau of Metropolitan Dallas, Inc. 1600 Pacific Avenue, Suite 2800 Dallas, Texas 75201 Re: ****** *********- Complaint Number: BBB XXXXXXXX We have received your letter dated 10/12/2021 related to a complaint filed by ****** ********* We appreciate the opportunity to address Mr. *********'s concerns. We reviewed Mr. *********'s information and Unfortunately, it looks like his account may have been inadvertently disabled because of a technical error. We're sorry that this happened. We've fixed the issue and restored access to his account. I believe this letter satisfies the issue brought forth. Please let me know if I can assist with this matter further. Sincerely, Tony E. Safety Group. Consumer Response /* (3000, 7, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was stated the issue was fixed and restored access to the account. I attempt to login and had to reset password on 10/20/2021. I contact Match support and they wanted to have access to my laptop to see the issue. I really didn't feel comfortable as was advised to never give anyone full access to my computer. I did get 2 emails from Match 10/19/21. So at this point, I still can not login and don't know if my profile is still on Match. Consumer Response /* (2000, 10, 2021/10/20) */ This is a late note..... I finally was able to login to Match.com. Thank you or this service. ****** *****

• Initial Complaint

  10/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I've been a user of OkCupid for a long time now, and met some very nice people there. I stopped using it when I met a girl I was in a relationship with for almost 4 years, and after it was over I decided to create a new account. I've been active there and it was going fine, up until last night.I send intros to girls often, and this one matched me 4 days later and was being very unpleasant. It seems she was having a bad day or maybe just someone who is spiteful. Since all the hostility came out of the blue, I decided to reply to her in a sarcastic fashion, and think nothing else of it. This morning, though, I found out I'd been banned.I'm not opposed to spending money in subscriptions and boosts to pay for a service, but I expect a service in return. I've spend well over 3 digits, but now all the people I've matched with and was talking to are gone, so I have nothing to show for that money spent. If all I'll be getting are automatic replies about T&C, I want all that I spent back.

  Business response

  11/16/2021

  Business Response /* (1000, 7, 2021/10/27) */ Match Group, P.O. Box XXXXX Dallas TX, XXXXX VIA ONLINE RESPONSE Dispute Resolution Department BBB Serving North Central Texas 1601 Elm Street, Ste 1600, Dallas, TX XXXXX October 27, 2021 RE: ***** ***** Case ID #: XXXXXXXX We have reviewed the above-referenced complaint and are responding on behalf of Humor Rainbow, Inc., which owns and operates the OkCupid site and app. While our privacy policies prohibit us from disclosing specifics, we can confirm that Mr. ***** was banned due to violations of OkCupid's terms and guidelines. As stated in the terms, "We are committed to maintaining a positive and respectful OkCupid community, and we do not tolerate any inappropriate content or misconduct, whether on or off of the Services." Due to this, Mr. ***** is not eligible to be reinstated or to rejoin OkCupid. For further information, please refer to OkCupid's Terms of Use: https://okcupid.com/legal/terms, and OkCupid's Community Guidelines: https://help.okcupid.com/article/142-community-guidelines. As a courtesy, we have provided a full refund of Mr. *****'s one-month subscription purchase. Due to this, the amount of $9.82 was returned to his credit card on October 27, 2021. Sincerely, Match Group

• Initial Complaint

  10/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was banned without warning or valid cause. I was all of a sudden signed out my account on the ******************** iOS app and banned. The only thing I've done for a long time on okcupid was "like" women's profiles. I haven't messaged anyone or had any contact with women on the app recently. I have not uploaded inappropriate pictures or done anything to deserve a ban. I just want the ban lifted and my account access restored.

  Business response

  10/27/2021

  Match Group,
  P.O. Box 25458
  ****** **, 75225
  
  VIA ONLINE RESPONSE
  
  Dispute Resolution Department
  BBB Serving North *************
  *************************************************************
  
  October 27, 2021
  
  RE: ***************************
  Case ID #: ********
  
  We have reviewed the above-referenced complaint and are responding on behalf of ************ which owns and operates the Hinge site and app.
  
  Hinge has confirmed that they have already assisted ****************** via ******** BBB #********. Copies of the responses are attached for your review. As no outstanding concerns have been brought to our attention, ***** considers this matter closed. Thank you for your attention to this matter.
  
  Sincerely,
  Match Group
  
  See Attachment/File: Response for BBB Complaint *************

  Customer response

  10/28/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have no idea who or what Hinge is. I have never used a site called Hinge or had any contact with them. This dispute is with okcupid and me trying to get an unreasonable ban reversed.
  
  As previously stated I had been using okcupid for years with no problems and had done nothing to deserve a ban despite what okcupid has claimed.
  
  You can report users for possible violations an any other site on the internet and not get banned. It is not malicious to well meaningly ask a site to look at possible issues. Especially on dating sites/apps fake/bot/spam/solicitation accounts are constant dangers. The worst that normally happens is if the rules have been determined to not be violated the report is dismissed and no harm done. The account reported never even knows they'd been reported unless a site moderator would inform them needlessly.
  
  So I repeat: I am a good person who simply wants to find my special someone using okcupid, one of the best dating apps, so I want the ban reversed.

  Customer response

  11/03/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Who owns okcupid is not relevant and this is not a response to my most recent message.
  
  Please refer to my previous response and I want okcupid to actually listen to what I have to say instead of just dismissing it and giving a canned response that ignores the facts.

  Business response

  11/03/2021

  We apologize for the miscommunication. Please refer to the attached responses regarding OkCupid, which is owned and operated by Humor Rainbow, Inc. These were submitted last week on October 27, 2021, and we believe that the ******** BBB office would have forwarded them to ****************** previously.

  Business response

  11/23/2021

  Please note we are responding on behalf of Humor Rainbow, Inc., which owns and operates the OkCupid site and app. Attached are OkCupid's August 30th and September 24th responses to ********************** complaint. As no new concerns have been raised, OkCupid considers this matter settled.
  See Attachment/File: Reponse ******** 8-30-21

  Customer response

  11/24/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Once again okcupid is spouting its canned response to my complaint instead of actually helping me. There is no proof of intentional wrongdoing on my part and they have presented none.
  
  I did not violate their rules and certainly not intentionally.
  
  It is not fair to ban me without allowing a fair and reasonable discussion to address any alleged issues and find a path to reinstating my account.
  
  I'm simply trying to use a dating site and find a relationship not do anything to hurt anyone intentionally. To deny me that chance is morally and legally wrong despite what okcupid thinks.
  
  So let this serve as public record that okcupid cares more about profits and hiding behind arbitrarily unfair and harsh rules than caring about its users and helping them find love.

*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. ↩