ComplaintsforPeople Media, Inc.

Online Dating Services

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Customer Complaint:

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Initial Complaint
08/26/2024
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.
Unable to cancel my membership. The phone no# that is listed is just a recording that is listed to help cancel my membership.
Business response
08/27/2024
People Media, Inc.
PO Box 25458
****************
August 26, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint **********************; #********
Good Morning,
Please be aware People Media does not offer phone support, and that there are fake customer support numbers posted on various websites, none of which are affiliated with OurTime.

OurTime.com is the only place we will share updates and we will never ask for your login credentials.
Customer Care may be contacted at ************************************************* for login or troubleshooting assistance, as well as requesting assistance with cancellation of a subscription. Alternatively, instructions for subscription cancellation are also available on the website for the applicable People Media service.
Unfortunately, the name of the People Media service this issue pertains to has not been specified, and we are unable to offer more specific guidance. If this concern can be updated with these details, we may be able to offer additional assistance.

Sincerely,

People Media
Initial Complaint
08/14/2024
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.
The worst site ever! I've cancelled the account and removed my profile and want a refund! Of course unable to speak with an agent just email. The site doesn't offer any local matches only us in live in ******* and should receive matches for florida. Its not user friendly at all! WOULDN'T Recommend to anyone .
Business response
08/15/2024
People Media, Inc.
PO Box 25458
****************
August 14, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint **************************** #********
Good Morning,
We are sorry to hear ******* did not enjoy their experience with the OurTime service.
As an initial matter, please be advised that the account registered with the credentials provided is a free account and is not associated with a paid subscription.
Regarding the functionality of the service, please note that OurTime will strive to match members according to the preferences they have entered, including geographic location, when suggesting a potential connection. However, if the seeking preferences are too specific and no matches can be found, OurTime will attempt to provide other matches based on some of the parameters, bearing in mind that not all conditions can be met.
We recommend that members with this issue consider broadening their search specifications. If geographical proximity is a primary concern, for example, members may find success by broadening another area of preference to allow for more matches nearby.

Sincerely,

People Media
Initial Complaint
08/05/2024
Complaint Type:
Delivery 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 wish to delete my simply because I have lost interest in it and they keep giving me the runaround when attempting to do so. They make it difficult to access the cancellation of the recurring payment in order to delete my subscription. I am at a loss at what to do, can you please help.
Business response
08/05/2024
People Media, Inc.
PO Box 25458
****************
August 5, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint **************************** #********

Good Morning,
Unfortunately, we have not been provided with sufficient information to provide assistance. We ask that this concern be updated with the name of the service this issue relates to so that we may offer additional support.

Sincerely,

People Media
Initial Complaint
07/31/2024
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.
last year i joined BlackPeopleMeet website. for 6 months with mixed results.. Could never contact the, they have no phone system. after my 6 months i took time off but they kept sending numerous matches every day. I rejoined on 7/29/24. they offered me a 35% discount which i did not receive on the payment, also when i went to pay, they automatically charged it to my new cc number that i had never given them. How did they get my new card number? are they running a scam? i called my cc company and filed a complaint. they put a hold on the charges and said contact BPM but i tried. no phone, no complaint system. today 7/30/24 I am locked out of BPM. I want my money back with info that i never gave them.
Business response
07/31/2024
Match Group Americas, LLC
PO Box 25458
****************
July 31, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint **************************** #********

Good Morning,

Please be advised that we are unable to provide assistance with any purchases that have been disputed through the chargeback process. We recommend contacting the payment method provider for further questions and concerns pertaining to this process.

Sincerely,

People Media
Initial Complaint
07/29/2024
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 paid for one month as access to OurTime dating site, right from the beginning I was unable to go into this site because I was not able to verify my phone number. I contacted ************************ and told them what was going on, it took four emails for somebody to finally tell me that they removed i verifying my account with my phone number , so I am able to go on to the site. That happened about eight days ago, now Friday, July 26. It happened again ?? I am not able to go onto the site because I cannot verify my phone number. I left two emails and no one has emailed me to help me with this issue. I paid for a month and I have only had access to this site for four days, the other four days I have not been able to get on. I want a refund.
Business response
07/30/2024
People Media, Inc.
PO Box 25458
****************
July 30, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ****************************** #********

Good ******************************** support tickets are reviewed in the order they are received. We apologize for any delay caused by high volumes of requests. Unfortunately, we are unable to expedite the position of this ticket in our processing queue, but can confirm a courtesy refund for the subscription connected to this account has been issued. The funds will be returned to the original method of payment and may take 5-10 business days to be received.

Sincerely,

People Media
Initial Complaint
07/28/2024
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 paid for a 3 month subscription for Our Time dating app. It is on my subscription to renew September 22, 2024z I sent an email informing them that I lost the subscription and need to restore my account. They cannot find my subscription even with all the information I sent. Including how I paid the subscription.
Business response
07/28/2024
People Media, Inc.
PO Box 25458
****************
July 28, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ****************************** #********

Good Morning,

Our records show our ************* team replied to support ticket #******* that the OurTime account associated with the information provided in this concern is a free account and does not have a paid subscription provided. The payment information provided in this ticket shows a purchase made through Apple. Unfortunately, People Media does not have access to Apple's external billing system and is unable to modify or assist with purchases made through that system. Inquiries related to Apple purchases may be directed to Apple support at ***********************************.
If the paid account in question is registered under another e-mail address, we ask that this information be provided so that we may offer further assistance. Please note that the correct e-mail address will also need to be provided for any login or password reset attempts.

Sincerely,

People Media

Customer response
08/03/2024
These are the receipts I sent to Our time to prove I paid for a subscription
Customer response
08/03/2024
These are the receipts I sent to Our time to prove I paid for a subscription
Initial Complaint
07/23/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I want my name off their site and off their list and no further contact by the business.
Business response
07/25/2024
People Media, Inc.
PO Box 25458
****************
July 24, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ****************************** #********

Good Morning,
OurTime members may adjust the visibility settings of their profile by following the instructions at ***************************************************************************** and may modify e-mail notifications by following the instructions at ***********************************************************************************************************************************************************************************'d%20like%20to%20receive
In this case, we have taken action to hide this profile so it is no longer visible to other users and have turned off all e-mail notifications. Please note that this process may take a few days to be fully complete, at which point e-mail notification should stop completely. If this concern pertains to a People Media service other than OurTime, we ask that this concern be updated with the name of that service so we may assist further.

Sincerely,

People Media
Customer response
07/26/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
07/16/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
This company owns Ourtime.com which is where this incident has occurred. Our debit card information was compromised. The hacker used our card to sign up for a $19.99 dating subscription. We reported this to this company, now Match.com, and they have been going back and forth asking for the same information over and over again. At first I thought they were just not reading back through the chat transcripts, but now I believe it is a stall tactic.Our bank put a temporary credit on our account while they fight this, too, but asked me to try to get the vendor to refund the money as well. I provided the first 6 digits and last 4 of the debit card used as the vendor asked, as they said this would allow them to track the transaction. Now they are back to asking for my account info again, which I would not have, because the hacker would not have used the correct info...
Business response
07/16/2024
People Media, Inc.
PO Box 25458
****************
July 16, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ****************************** #********

Good Morning,
To help us locate this charge and investigate the matter further, we ask that this concern be updated with the following information:

First and last name on the card
City, state, and zip code registered on the card
The amount and date of the charge
The 23-digit acquirer reference number (ARN) confirming the charge (the bank or financial institution can provide this number)
The first six and last four digits of the credit card number
Sincerely,
People Media
Customer response
07/17/2024
I have reviewed the business response and accept this resolution. They issued a credit, finally, to our account. Though, they do not appear to have done anything about the user who stole our card info.
Initial Complaint
07/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7/6/24 I signed up for an account. After uploading my pictures and creating a profile, it asked for me to verify my phone number. This should have not been a problem as I've had this number for years, but I get message that they couldn't verify my phone number and to contact customer service. I did this. It started a whole chain of negative events where I could never get customer service. I was sent a list of questions and told to pick 5 to answer. I did this. Then I received an email that it wasn't enough to verify my account and they wanted more. Most of the questions involved things that did not apply to me as I couldn't get past the phone verification to get to the dashboard. So at that point I just wanted to delete the account and remove the pictures as they are sending emails as if my account is live and visible to other members, AND I CAN'T EVEN ACCESS IT and according to them, my phone number can't be verified. **************** tells me they can't help me to delete the account. What a mess. This is one of the poorest and unprofessional customer service departments I've ever seen. Since my number can't be verified, I want my account deleted using the provided email address and phone number and my pictures removed from the site. My profile and pictures should have never been active on a site that claims I can't even use it because they can't verify my phone number.
Business response
07/14/2024
People Media, Inc.
PO Box 25458
****************
July 14, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ********************** #********
Good Morning,
Please note that People Media's ************* team requested additional information to verify and authenticate this request in support ticket 9619827. To date, we have not received the information needed to verify the account. Be advised that People Media is unable to provide assistance with unauthenticated account requests to help protect user data and privacy.
We recommend contacting ************* directly at ************************************************* for further assistance and providing any information requested to complete this process and receive additional assistance.

Sincerely,
People Media
Business response
07/14/2024
TO THE BBB: As explained in similar situations in the past, we cannot assist users with any account inquiries that have not been authenticated. The user will need to contact ************* directly at the link in our response and provide all information requested to verify the account.
Customer response
07/15/2024
I am rejecting this response because: all the information I could provide was given to customer service. I never had a paid subscription so I can't provide what I didn't have. The other questions pertain to the locked member's account area, which I have never been able to access, as according to your site my phone number can't be verified. It's a constant loop of nothing. I want my personal pictures removed and this account deleted.
Business response
07/17/2024
People Media, Inc.
PO Box 25458
****************
July 17, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint ********************** #********

Good Morning,
The People Media ************* team is able to assist members with account deletion.
Unfortunately, as explained in our previous response, People Media is unable to disclose details or take action on accounts until after the request has been successfully authenticated and verified. ************* may be contacted at ************************************************* for further assistance, but will require the necessary verification data to offer support with this request.
As a general note, for verification we recommend confirming that the account is a free account, if applicable, and that there is no paid subscription associated with the account. Verifying the accuracy of these security questions will assist representatives in authenticating the request.
Thank you for your understanding.

Sincerely,
People Media
Customer response
07/17/2024
I have reviewed the business response and accept this resolution. I was advised by their customer service department that my account was deleted.
Initial Complaint
07/13/2024
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 stopped this recurring charge and they billed my PayPal account again, which is linked to my **************** card Ive tried to contact them again very difficult. people media ***** **************.
Business response
07/14/2024
People Media, Inc.
PO Box 25458
****************
July 14, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint *************************; #********
Good Morning,
The OurTime Terms of Use explain "You will have the opportunity to purchase products and services from PeopleMedia. If you purchase a subscription, it will automatically renew - and you will be charged - until you cancel." We have reviewed this account and confirmed the subscription was not cancelled prior to its renewal date, and therefore the subscription renewed in accordance with these Terms. Members may cancel their subscription at any time by following the instructions at *********************************************************************************************************************
The Terms of Use also 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 courtesy refund for this subscription. The subscription has also been cancelled. The funds will be returned to the original method of payment and may take 5-10 business days to be received.
Sincerely,
People Media

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