ComplaintsforMatch Group Americas, LLC

Online Dating Services

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Initial Complaint
09/26/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Please reference the attached Word document providing email correspondence with Match customer service. On September 5, 2024, I notified Match of the fact the system reflected results of a recent "Boost" feature I had initiated when in fact I had not done so at all. Within days on this inquiry, my account access was impacted.I am sharing email correspondence with customer service where I provided requested information and responses completely stopped. I would like access to my account restored and an explanation as to why there were Boost transactions I did not initiate. **** **********
Business response
09/26/2024
Match Group Americas, LLC
PO Box 25458
****************
September 26, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint **********, Bill #********

Good Morning,

Please be advised that Match is unable to disclose account details or assist with access inquiries for accounts that cannot be fully authenticated. Our ************* team requested information to verify this account in support ticket 10060139 but did not received sufficient or accurate information to verify the account.
We recommend contacting ************* at ********************************************************* and verifying that the information provided accurately reflects the information on the account. Unfortunately, this process must be completed through direct communication with *************.
Thank you for your understanding.

Sincerely,

Match Group
Customer response
09/27/2024
I have reviewed the business response and accept this resolution. I have been contacted by Match and they have provided access to my account.
Initial Complaint
09/23/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to file a formal complaint against ****** for unjustly deactivating my account. As a trans woman, it is already challenging to navigate the dating pool, and the removal of my account without clear explanation or cause has significantly impacted my ability to connect with potential matches.Tinders actions appear discriminatory, as I have adhered to the platforms guidelines and have not violated any terms of service. I have made several attempts to contact their customer service to resolve this matter, but I have received no satisfactory response. This situation has been deeply frustrating and isolating, particularly as the platform is one of the few avenues where I feel comfortable exploring dating opportunities as a trans individual.I kindly request that the BBB investigate this issue and help facilitate a fair resolution. I would appreciate the reinstatement of my account or, at the very least, a clear explanation for its removal.Thank you for your attention to this matter.
Business response
09/24/2024
Match Group Americas, LLC
PO Box 25458
****************
September 24, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ****-*******, Juniper #********

Good Morning,

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

Please be advised that this Tinder account is not banned or restricted by Tinder, and is functioning normally. However, we do see this account has recently been presented with a series of verification challenges. These challenges help ****** to maintain the integrity and security of the service and may be presented to any Tinder account. Users will need to successfully complete these challenges prior to continuing to use other features of the service.
At the time of this response all pending challenges have been completed and the account is fully functional. However, this does not mean that the account may not receive challenges in the future.
******************************************
*******************************************

Sincerely,

Match Group

Customer response
09/26/2024
I am rejecting this response because:

I am still unable to use my account after verification. It has been hours since doing their verification process and I am still unable to login
Business response
09/26/2024
Match Group Americas, LLC
PO Box 25458
****************
September 26, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ****-*******, Juniper #********

Good Morning,

We are forwarding this response on behalf of ***********
For login and troubleshooting assistance we recommend contacting Tinder support at ************************************************* for further assistance. Unfortunately, we are unable to offer troubleshooting assistance through this channel.
******************************************
*******************************************

Sincerely,

Match Group
Customer response
09/27/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
09/23/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
As my friend recommended I registered on the site as a new member with is the last 2 weeks. I paid the fee for a one year membership of $166.28 on 09/20/2024. Since that date I have had issues with login and password reset. I have communicated with the ** chat service to no avail.I submitted 2 problem tickets, ******* and ********.I have received emails in response however no resolution. What a nightmare for a new member!One can not reach a human agent, all is ** and emails with no action. It is like they dont believe me or dont care.I have cleared all junk folders and trash folders requested the forgot email reset link and nothing.They tell me the emails were sent and asked for an alternate email address which I provided.I have asked that the profile be deleted since I cant log in and a refund. No resolution.Such a disappointment and discouraging experience.Thank you for your time and assistance.****** H *******
Business response
09/24/2024
Match Group Americas, LLC
PO Box 25458
****************
September 24, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint *******, ****** #********

Good Morning,

Our records show that Match's ************* agents replied in support ticket 10131650 with recommendations for the password reset process. Please be advised that the password reset requests are being received and the e-mails with the reset link are being sent by Match. Unfortunately, we are unable to offer further insights as to why these e-mails are not being received by the e-mail provider. In this case, we would recommend contacting ********* for further support with Outlook e-mail.
A courtesy refund has been issued for this purchase. The funds will be returned to the original method of payment and may take 5-10 business days to be received. Additionally, this Match account has been deleted as requested.

Sincerely,

Match Group

Customer response
09/26/2024
I have reviewed the business response and accept this resolution.
Not what I expected however its time to move on. The payment was reversed to my CC and I received an email telling me all my data has been removed from their system. I have to trust thats the case.
Thank You!! Your time and assistance is greatly appreciated.
****** H *******
Initial Complaint
09/23/2024
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 BBB,I am writing to formally complain about an issue Ive encountered with the dating app Hinge. I have been using the app for the last couple of years without any issues. However, I was recently banned from the platform without warning. A message popped up stating that I had violated Hinge's privacy policies, but I have not engaged in any inappropriate behavior or violated any terms of service.I promptly appealed the ban through Hinge's designated appeal process, but I have not received any updates or clarification on why my account was banned. Additionally, I have attempted to contact Hinge's customer support multiple times, but I have yet to receive any response. As a result, I am left without any recourse or explanation for why Ive been banned from the app.I have even tried to create a new account, but each time I do so, I am banned again without any further explanation. This ongoing issue has been both frustrating and unfair.I kindly request your assistance in looking into this matter and helping me resolve this issue with Hinge. I believe this unjust ban is a violation of my consumer rights, and I would appreciate it if you could help facilitate communication between myself and Hinge to bring about a fair resolution.Thank you for your time and attention to this matter.
Business response
09/23/2024
Match Group Americas, LLC
PO Box 25458
****************
September 23, 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
Customer response
09/24/2024
I am rejecting this response because: I hope this message finds you well. I am writing to appeal the recent ban on my Hinge account. I was informed that my account was banned due to a violation, but I assure you that I have not engaged in any hate speech or behavior that would warrant such action. I believe this may be due to a false report made against me, which has unfortunately led to my account being banned.
One of my concerns is that once an account is banned, users like myself dont have an opportunity to provide evidence or prove that the report was false. I understand that Hinge strives to maintain a safe and respectful community, and I fully support that. However, in this case, I can confidently say that I have always followed the community guidelines and have never indulged in inappropriate behavior.
I respectfully request that you reconsider my case and review the situation again. Im confident that, upon further investigation, youll find that the ban was issued in error. Your assistance in this matter would be greatly appreciated, as I would love to continue being part of the Hinge community.
Thank you for your time and understanding. I hope to hear back from you soon with a positive response.

Business response
09/24/2024
Match Group Americas, LLC
PO Box 25458
****************
September 24, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint *****, **** #********
Good Morning,

We are forwarding this response on behalf of ***********
As previously explained, we are unable to disclose additional details due to privacy and security concerns.

We understand this is not the requested outcome, but unfortunately we have determined that this account is not eligible to be reinstated.

Thank you for your understanding.

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

Sincerely,

Match Group
Customer response
09/24/2024
I am rejecting this response because: Request for Clarification on Account Complaints

Dear Hinge Team,

I hope this message finds you well. I appreciate your response regarding privacy concerns; however, I would like to raise a concern about the process surrounding false complaints.

Its crucial for users to understand the reasons behind any actions taken against their accounts. If someone submits a false complaint, we should at least receive an update or clarification. I have adhered to Hinges guidelines and have always treated fellow members with respect.

Ive come across multiple cases where users, despite not having done anything wrong, faced permanent bans without adequate explanation. It would be helpful to implement a warning system, allowing users to correct any missteps before facing severe consequences.

Additionally, if you are unable to provide the reasons for my account status, I kindly request that my account be reinstated. I am confident that I have not engaged in any inappropriate behavior, and I assure you that I will be diligent in avoiding any future issues.

Thank you for considering this feedback. I look forward to your response.

Best regards,

**** *****
Hinge username-**** *****
Mail *********************************************************
Initial Complaint
09/22/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I got tinder and hinge and bumble when I turned 18 and got banned with a week of getting them. I don't understand how as I never used the app and have had people admit that the reported my account out of revenge. I want to be able to use their service as I didn't violate any of there terms of service other than not being active enough on my account. I didn't know I could file a complaint and I have tried multiple times to resolve my issues with them before reaching out to BBB however I have never been able to reach a human to discuss how I was banned on tinder due to revenge reports as opposed to real violations of there terms of service.
Business response
09/23/2024
Match Group Americas, LLC
PO Box 25458
****************
September 23, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ******, Claire #********

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.
As a final note, be advised that Hinge and the Match Group family of businesses have no affiliation with Bumble and cannot provide assistance with any concerns pertaining to Bumble.

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

Sincerely,

Match Group
Customer response
09/23/2024
I am rejecting this response because: I provided evidence that I was wrongly reported and wrongly banned, I did not break any terms of service as stated in the text message and should not have been banned. I have tried many times to resolve this and this is the first time I have provided evidence of my wrongful ban. Everytime I have tried to get in contact with them I have only been able to reach am AI system who can't recognize the confession that I wasn't wrongly reported out of spite. I would appreciate the opportunity to regain access to the services which I have used according to the terms on both tinder and hinge and as admitted in the confession was only reported on out of spite.
Business response
09/24/2024
Match Group Americas, LLC
PO Box 25458
****************
September 24, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ******, Claire #********

Good Morning,

We are forwarding this response on behalf of ***********
Please be advised that all appeal requests submitted to Hinge receive human review prior to a decision being provided.
***********************************************************************************
Any appeals submitted via social media or sent to individual Hinge or Match Group employees via email will be redirected to use this process. Appeal requests submitted through this channel cannot be processed.
Thank you for your understanding.

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

Sincerely,

Match Group
Customer response
09/24/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
09/21/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had my account banned from hinge this today with no notice or reason. I used the app properly, all of my photos, messages, and interactions were respectful and complacent the Terms of Use and Community Guidelines. I emailed customer service and hinge responded, Upon investigation of your Hinge account, we've confirmed that your ban originated from one of the other dating apps in the Match Group portfolio. As such, we will be unable to overturn the ban decision. If you would like to appeal your ban status you will need to contact the other Match Group brand with whom you previously had an account (info on all MG brands here). Please be sure to include any and all supporting evidence that you would like to have considered as part of your appeal..There is no email available to contact Match Group for this question. Also, I never had any of the other apps except for Hinge so I am unsure what it means or if someone hacked my account. I am requesting this to be looked at by Match Group and have my account re-instated as Im not sure why it is referring to other apps that I do not have.
Business response
09/22/2024
Match Group Americas, LLC
PO Box 25458
****************
September 22, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ****, **** #********

Good Morning,
Please be advised that services within the Match Group family of businesses operate their own independent appeal processes. Users must submit an appeal request using the appropriate form and process for consideration.
Thank you for your understanding.
Sincerely,
Match Group

Customer response
09/23/2024
I am rejecting this response because:
Please see attached photos. I contacted ***** for appeal as stated. However, upon their review they said that it was Match Group that created the ban and that I would need to contact you (Match Group). Still trying to figure out how to get a representative to review my situation from match group.
As a reminder, I logged in to my Hinge account a few days ago and it stated it was banned. I appealed the ban but ***** said another platform was banned from Match Geoup so my Hinge was too. I have not had anything else besides Hinge so unsure why it is stating that. The whole time I have been on Hinge I have been respectful, verified my photos, and followed the guidelines (I give any kind of permission to look at profile for proof). I am available to discuss over email or phone to get resolved too as Im not sure why it references any other account other than Hinge that lead to this ban. I have been hacked in the past via email but it was about a year ago. Thank you for assistance.
Customer response
09/23/2024
This has now been resolved. Thanks!
Initial Complaint
09/19/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I joined Match.com and within 2 days they deleted and blocked my account for no just full reason what so ever and will not respond to my multiple inquires about it for multiple weeks now. Their business and employees are discriminative towards white male conservatives and they delete and cancel them. Match also are very dishonest and conduct subscription baiting with fake profiles that they lure new members into paying to talk to, then these profiles disappear. This horrible and unprofessional business needs to be banned from the internet permanently.
Business response
09/20/2024
Match Group Americas, LLC
PO Box 25458
****************
September 20, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint Visigoth, Thorr #********

Good Morning,

Our records show the Match ************* team was able to review this account and reinstate access. Additionally, a 7 day free trial was credited to the account for the inconvenience.
We hope Thorr will enjoy their experience on Match going forward.

Sincerely,

Match Group

Customer response
09/23/2024
I have reviewed the business response and accept this resolution.

Initial Complaint

09/18/2024

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.

This is an appeal to Match Group for reversal of a ban issued against my paid Match.com subscription account that was terminated in error by Match Group's scripted text scan automation.I was updating my Match.com profile essay on September 1, 2024 and without warning my account was terminated. In my profile update I wrote nothing offensive had it been read in context by a person.On September 4, 2024, in Match.com customer care ticket # ********, I attached a document containing the text of the profile update that I had saved on September 1. There was no response from Match.com to me after that except notification that my request had been received.I ask Match Group to please review the essay update text file attached to ticket *********and this BBB complaint and then rescind my permanent ban from Match Group businesses. Removal of the account ban would enable me to continue to use Match.com in a lawful manner compliant with Match Group's terms of service. Thank you for your consideration.

Business response

09/19/2024

Match Group Americas, LLC
PO Box 25458
****************
September 17, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint *************************; #********

Good Morning,

Our records show that the Match ************* team has reviewed this account and that the account was able to be reinstated. We hope ****** will enjoy Match going forward.

Please note that the subscription associated with this account was fully refunded, and the funds will be returned to the original method of payment within 5-10 business days. The account is currently at a free membership level, and a new subscription may be purchased if desired.

Sincerely,

Match Group

Customer response

09/19/2024

I have reviewed the business response and accept this resolution. Thank you very much for your kind consideration.

Customer response

09/24/2024

[Ref: BBB Complaint #********] Hello, I thanked Match Group on 17-SEP-24 for reinstating my previously, wrongfully blocked account. However, while accessing the complementary account reinstatement that Match Group had granted the account again became blocked wrongfully, when I attempted to upload a new innocently worded summary and some innocent photos to my account profile (please see attached). I have also created Match ticket ******** for this. Please correct this error and reinstate my account again. Regards, ****** ******

Business response

09/24/2024

Match Group Americas, LLC
PO Box 25458
****************
September 24, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ******, Victor #********

Good Morning,

This account has been reviewed as requested in support ticket 10138625. The account is currently active and the credit remains active on the account.

Sincerely,

Match Group

Initial Complaint
09/16/2024
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.
Match.com preys on unsubscribed members with false information. As a non subscriber you can view only a few of the members. However in my case it said there are ***** members in your area. I paid for a 6 month subscription which then gave me the ability to view all members. Yes there may be ***** members in the history of the website dating back years. So the majority of those members are no longer active. To make matters worse, of the few members thats are active, only a few have a paid subscription which allows them to interact with other members. Nearly all of the inquires I received from Other members were from other states indicating to me that there are just hardly any active users on the website and people are not satisfied with there immediate area. I reached out to customer service explaining this and asked for a refund. I never received a response and informed them that if I did not receive a response I would file a complaint with the BBB. I started my account Friday September 13. I would have canceled immediately and asked for a refund but the customer service hours are 9-5 M-F. I have asked match.com to refund my money and cancel my account immediately. Please help me with this request as it was a payment of over $150.00 for a 6 month subscription.
Business response
09/17/2024
Match Group Americas, LLC
PO Box 25458
****************
September 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ******, Tyler #********

Good Morning,

We are sorry to hear ***** did not enjoy their experience with Match. Please be advised that the Match Terms of Use members agree to when joining the service explains "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 subscription.
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
09/16/2024
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 am rejecting this response because: your own support agent said i broke no rules and that my account was deleted by myself. So why am i banned? I need to know the reasoning on the ban as i believe it is a false ban i never said anything rude to anyone i didnt break anythint out or list in tos i read through it all competely and your OWN agent said that it was deleted by me. I did not break any terms of service and you only banned me because of the gift cards i used circumventing full subscription price and one time i deleted my account and asked tinder to restore purchases which they did but banned me over this? I didn't break any rules you will have to tell me word for word what it is that ive done and yes u can tell me. There is no reason on that list i done not even remotely close. The only thing possible is that i reported someone ? I need my account fully restored. And an apology for this musunderstanding. Thank you
Business response
09/17/2024
TO THE BBB: This is a duplicate of BBB 22193425
Business response
09/17/2024
TO THE BBB: This is a duplicate of BBB 22193425

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