Catholic Match

Review: On January 5, 2014 my disabled son, [redacted], received a notice that his account ([redacted]) had been renewed. This same issue occurred 6-months ago. At that time I called Catholic Match on his behalf to have his account cancelled and money refunded, but they said that since he tried to contact a single person the a few days earlier, they would not refund his account. The customer service rep I spoke with said THEY WOULD CANCEL the auto renew feature on [redacted]'s account for him since neither he nor I were able locate that option on the Catholic Match website. Accordingly, I assumed that had been done but apparently it wasnt.My son works, but earns less than $10,000 per year and cannot afford the cost. Since he continued to receive Catholic Match email notices the last 6-months, he has viewed them, but has not responded to any for a long time since he assumed his account was no longer active. [redacted] has not used the account since the renewal date other than the 20 minutes I spent again trying to find and disable the auto renew feature.Desired Settlement: My son and I are requesting that my son's account beimmediately terminated and the renewal charge of $49.95 be refunded to his credit card account ending in [redacted].

Business

Response:

Review: I Was a paying member on the online dating site catholicmatch.com for over one year. Then after over one year of paid service catholicmatch.com decided to suspend my account per catholicmatch temporarily for 7 days for including My private contact information (ie my email address) in my paid private messages to other members I would have contact with. I never sent any rude vulgar or threatening messages and never had any member complaints against me or report of abuse by any member against me. Which is why you pay for service to contact and communicate with other memebers privately. During suspension catholicmatch allowed my account to still be viewed and receive messages from members to which I could not respond back to because my account was in temporary suspension which is obviously unfair to other members as well. During suspension few customer service emails were ever responded back to and often with no helpful information. Two days after my so called seven day suspension my account was still suspended at which I sent another of many emails to customer service to reinstate my account per the fact seven days of temporary suspension had past and per fact I never any member complaints against me. All of which can be verified. I had also requested a business contact phone number several times to resolve this issue one on one over the phone but never ever received one. Later I received a very vague and brief email from catholicmatch stating my paid account had now been removed due to not passing website security check points. I quickly responded back with concern asking on what justification all of a sudden account removal when obviously being a paid account member for over one year with no issues and when again never had any member to member issues, to which I have never got back a response from catholicmatch and have yet to receive a refund for the already paid remaining 6 months left on my paid service account.Desired Settlement: Refund for remainder of unused service $60Accountable action against catholicmatch for deceptive and unmoral business practices including allowing other members to deceptively message me unknowing my account was suspeneded and unfair removal of my paid account and failure to provide business contact info when requested several times.

Business

Response:

Thank you for bringing this matter to our attention; I’ll be happy to do everything I can to resolve this for Mr. [redacted].

After reviewing our records, I see that Mr. [redacted]’s account was suspended for 7 days because he sent 16 messages on 9/21/14, to 16 different members, each one containing his personal e-mail address. These were members with whom he had not contacted previously. For the safety and security of the members on our site, this is not permitted, and we state that in our Terms of Service:

6.5 You agree not to send off site contact information in mass amounts or without first receiving consent from the receiving party.

Having our members move a conversation offsite too soon may pose great risk to them. Mr. [redacted] has been a subscribing member in good standing with us since April 2013. While we don’t have a concern that he’s not who he claims to be in his profile, we can’t say the same about other members who join; this is why we have our security system perform its checks. Since these checks are in place to protect our site and our membership, they are applied to all members, new as well as long-term members.

I also see that before the end of the 7 day suspension was over, we experienced a technical issue that caused all of our suspended accounts to be locked; this was unfortunate timing, and in no way was meant to single Mr. [redacted] out. We have since resolved that technical issue, so that I can now resolve Mr. [redacted]’s account status.

At this time, since Mr. [redacted] agreed to abide by our Terms of Service in his messaging, I’ve removed the suspension on his account and refunded his last subscription

renewal in the amount of $59.70. In addition, as a courtesy due to our technical issue, I have applied a 6 month subscription to his account, at no charge.

Finally, since we are an internet service which serves hundreds of thousands of members around the world, we don't provide phone support but instead utilize our Help ticket system as it allows for cost efficient support. If Mr. [redacted] has any further questions about our Terms of Service, or if he has any other questions or concerns now that he has an active account, I welcome him to contact us through our Help ticket system for a timely response.

Sincerely,

CatholicMatch

Customer Support

Review: I have repeatedly asked that there be no more e-mails sent to me and have been ignored. I left a message on their phone in Zelienople, Pa and my phone call was ignored. There is no way to "unsubscribe" from their mailings. None of their mailings have an "unsubscribe" option. I believe this is in violation of some law.Desired Settlement: Take me off your e-mail list and notify me that you are doing so.

Business

Response:

Review: I joined Catholic Match and another user on the site in the forums accused me of being someone from a while back who used the site. Without any proof she attacked me in an open forum and I replied nicely stating that I didn't appreciate it. Minutes later my account was deleted with no prior warning whatsoever or explanation and they kept my money. I was signed up for only six hours. Terrible immature bullying on this site and the website's owners /management couldn't care less.Desired Settlement: My account reinstated as I did absolutely nothing wrong. Furthermore I will also go to the [redacted] news along with channel [redacted] news stations if my account is not reinstated.

Business

Response:

Review: Forgot my password and have been requesting it from the site for 6 weeks, they say they will email me my password, but never do. Have filled out several help tickets and even called and left messages on their toll free number with mo response. I am paying for something I can't use and am afraid they automaticly renew it if you don't cancel the renewal, can't get into the site to even do that. I really need your help. thank you [redacted]Desired Settlement: I just want them to email me my password I forgot so I can get back into the site.

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted] complaint.

Actually, I’ve already had the pleasure of speaking with [redacted] concerning her log in difficulty. I noticed on 6/5/2014 that we were not able to resolve her issue since it began happening on 5/8/2014. Upon further review, I noticed that although we were responding to each of her Help tickets, as well as sending her our password reset e-mail, she wasn’t opening any of our e-mails.

Since it appeared that there was a problem with either her e-mail address or her e-mail provider, I called [redacted] at her home number since this was the only other way to contact her. After verifying her e-mail address on her account, I gave her password to her, and stayed on the phone with her until she was able to log in to her account successfully. In addition, I encouraged her to contact her e-mail provider to stop blocking our e-mails to her. Finally as a courtesy given the situation, I applied 4 weeks to her subscription term at no charge.

At this time, Ms. [redacted] has been able to log in to her account several times since I spoke with her on 6/5/2014, so this issue has been resolved.

Sincerely,

Customer Support

Review: My bank account shows a pending charge from Catholic Match for $49.95 on my visa scheduled on 2/8/16. I was a member of this service long ago and never pre-authorized any charges in the future. I called Catholic Match and received an answering machine asking for information and stating that someone will call me in 2-3 days. In the meantime my account in erroneously charged. I also submitted an email stating my problem on catholic match "help" link indicating that I was a customer long ago but cancelled.Desired Settlement: Refund of $49.95 for "pre-authorization" again my bank account that I never authorized.

Business

Response:

Thank you for giving us the opportunity to respond to this issue. According to our records, Mr. [redacted] called us on 2/5/2016 concerning his recent renewal charge of $49.95 and left a voice mail message. We replied to him via an e-mail help ticket explaining that he neglected to turn off his renewal before the renewal date posted on his account page, and explained the different ways that we had informed him that his subscription would continue unless he disabled his renewal feature from his account page beforehand. In addition, we mentioned that if he hadn’t continued using our communication features, we would be willing to consider a refund, however we needed some additional information from him, first. About three hours later, Mr. [redacted] replied to our ticket and a few hours after that, still on 2/5/2016, we refunded his charge of $49.95 in full. We now consider Mr. [redacted]’s issue resolved.

Review: Catholic Match recently contacted me for a free trial which I accepted. They automatically changed my settings to auto renew a six month membership without appropriate warning. I was charged $59.70 for a six month membership. This practice is completely deceptive and unfair. I would like a refund and a cancellation of their services.Desired Settlement: Refund to my credit card of $59.70 and cancellation of all services

Business

Response:

Thank you for the opportunity to respond to this complaint.According to our records, [redacted] signed up for our free

communication weekend promotion which included a discounted price of $59.70 on

our 6 month term, if she wanted to continue after the trial period. We gave

clear directions on how to cancel the trial on her account page, as well as the

exact day and time that her trial period would end and the subscription would begin.

It appears that [redacted] did not cancel the free trial beforehand and

erroneously thought that we had automatically renewed her subscription, which was

not the case.That being said, I do see that she contacted us on 11/12/15

concerning this issue via our help ticket process; we immediately refunded her card

in the amount of $59.70 and informed her of this in our reply. At this time, I’ve now also removed her

account as she has requested in this complaint.At this point, we consider this matter resolved..

Review: my membership was renewed, and my credit card charged, with NO notification to me. When I attempted to contact the company about this, there is - no phone number- my online 'ticket' was replied to with an automated response there was and is still no resolution to my inquiry. All I want is for my profile to be closed down/deleted, and, for Catholic Match to refund me for the unauthorized charge. Horrible customer service and poor business practice.Desired Settlement: refund for $49.95 charged without permission in October 2013 and $49.95 charged without permission in April 2014

Business

Response:

Thank you for giving us the opportunity to respond to this complaint.

According to our records, Miss [redacted] purchased a six month subscription for $74.95 on 04/16/2013. Right above the button where she placed her order, we very clearly stated,

“By continuing you agree to the Terms and Conditions of Purchase and understand that your credit card will be charged each billing period until you decide to cancel."

We also stated the automatic renewal policy on the order confirmation receipt, and provided a button on her account page if she decided that she didn’t want to continue her subscription after the 6 months were over. However, our records show that she allowed her subscription to automatically renew again on 10/19/2013, and again on 4/23/2014, being charged the discounted renewal rate of $49.95 each time.

Miss [redacted] states that she didn’t receive any notification that she would be charged. However, we did send an e-mail notification to her e-mail address on file [redacted] within one week before each of the renewal dates, as well as provided a large blue button that could be easily seen on her account page, that would have disabled the renewal feature at any time she wished. If she didn’t receive it in her e-mail, it could have been because her e-mail provider delivered it to her SPAM folder instead, however, we did send it to her.

In addition to Miss [redacted] allowing her subscription to automatically renew, our records also show that she used her subscription-only features to read and reply to messages with other members such as [redacted] throughout the first subscription renewal period that began on 10/19/2013 and ended on 4/22/2014; she would not have been able to do this if her subscription had not renewed.

Finally, since we are an internet service, we provide our members the convenience of our Help ticket support process instead of phone support; since we serve members from all over the world, this process provides timely and cost efficient support. Members can always find our phone number from their statement if they need to leave a phone message for us, to which we will reply via help ticket, as we did in her case.

In conclusion, a member of our Customer Support team responded to Miss [redacted] on Monday, April 28, 2014 at 11:54am EST, informing her that we did remove her account from CatholicMatch and that we did refund one of her renewal charges for $49.95. We also explained that because she used our subscription-only features, we were not able to refund her for the other subscription renewal.

At this time, no other action is being considered.

Sincerely,

CatholicMatch Customer Support

Review: I wanted to join that site bought the subscription but I cancelled it right away because I didn't like it. I would like to have my refund because it's not right paying for it yet I'm not using it because I didn't like itDesired Settlement: I wanted my 29.95 back

Business

Response:

Thank you for the opportunity to respond to this complaint. According to our records, Mr. ** purchased a one month subscription on 1/4/2016 for $29.95. On the same day he sent a message to two different members on our site, each of which contained his phone number. He wouldn’t have been able to do this if he hadn’t purchased a subscription first. Two minutes later he sent a help ticket to customer support requesting a full refund. We responded on Jan 06 10:35 am with the following: “Hi *, I'm sorry to hear that you're no longer interested in continuing with your account. While refunds aren't offered once the subscriber-only features have been used, I'd be happy to see how I can best assist you. First, if I may ask, why is it that you've changed your mind about continuing with CatholicMatch? Sincerely, Sandy Customer Support” Shortly afterward, Mr[redacted] replied with the following: “Jan 06 11:42 am I hardly used your [redacted] service. I want my refund and I want it now. If not I will report you to the Revdex.com” This was followed by this update: “Jan 06 11:45 am I wanted to use a different plan so refund me my money now” So we addressed his concern and replied: “Hi **, Thank you for responding. As Sandy mentioned, refunds are not offered on subscriptions that have been used, I can definitely help make some adjustments if you accidentally selected the wrong option. What subscription plan did you intend to purchase? Sincerely, Abigail Customer Support” To this, Mr. ** replied that he still wanted a refund and that he reported us to the Revdex.com. Since Mr. ** has been a member with us since 2013 and has purchased 4 one-month subscriptions with us in the past, he was already aware of our different subscription options, and that it isn’t our policy to refund subscriptions once our communication features have been used. At this point, since Mr. ** has already used our subscription-only features and removed his account, we are willing to only charge him $9.95 for the time used and refund the remaining $20.00. Or, if he wants to reactivate his account and change his plan, we would be willing to work with him and apply the full $29.95 toward another subscription plan that he chooses. I have already reached out to Mr. ** through our help ticket process to let him know of these options, in addition to responding formally to his complaint here. I’m now awaiting his response.

Review: I signed up on the Catholic Dating site to meet men in my area. This company did not send me prospective dates in my area but several hundred miles away. None of the men I was sent a profile of contacted me nor wanted to meet me. The two men that they sent to me that were somewhat close to my home were divorced which is a vilation of the Catholic church to date a divorced man without an annulment. My credit card was automatically billed without my agreement to cancel prior to the automatic renewal. I cnotacted the company to cancel and refund my money and they refused. The customer service dept advised that I could cancel buth they would not return any refunds even if it had been less than a month since the renewal was processed. I have been since locked out of the website and computer advised that I can rejoin to enter the website.Desired Settlement: I want a refund of all of my payments since this company did not advise that I nay never find anyone in my geographical area to meet. The did not hestiate to take my money and to satisfy me sent me possible contacts of 100 miles or more.

Business

Response:

Thank you for the opportunity to respond to this complaint.

After reviewing our records, I see that Ms. [redacted] first purchased our 6 month subscription on 10/4/2012 for $74.95 and that she used our subscription-only features to read and send messages to other members from that date. On 4/8/2013, her 6 month subscription automatically renewed at a discounted price of $49.95 for another 6 months. During that time, Ms. [redacted] continued to use our subscription-only features to read and send messages to other members from that date through 8/21/13. After that date there was a lull in using her account, but her subscription again automatically renewed on 10/11/2013 for another 6 months, since she didn’t turn off her automatic renewal feature beforehand. Then , beginning on 1/17/14 through 2/2/14, Ms. [redacted] once again used her subscription to read and reply to messages she received. Finally, her subscription once again automatically renewed on 4/15/14 for another 6 months at the discounted price of $49.95, because her automatic renewal was still turned on, however she hasn't read or sent any messages.

Having shared these facts, I also wish to note that during this same timeframe, Ms. [redacted] didn’t send us any help ticket disputing these charges, or did she contact us; it wasn’t until June 16, 2014 that Ms. [redacted] left us a voice mail message that she wanted to cancel her service. Once we received her message, we removed her account as she requested, and sent her a Help ticket with directions to recover her account so that she could use her subscription if she changed her mind; there was no mention in her message about wanting a refund.

Regarding her concern about the matches she received, we provide matches who live up to 500 miles away; she does not have to accept the match if they live too far away. In addition, she could have used her Search feature to look for members who live closer, are in a certain age range, and who have a particular marital status. I see from our records, that Ms. [redacted] did not have her Search set to exclude Divorced members.

It would appear that Ms. [redacted] had questions about her account and subscription, but didn’t use our Help system to request guidance or answers to her questions, which we would have been happy to provide. That being said, since she did use our communication-only features to correspond with other members, we can only offer to refund her most recent renewal charge of $49.95. In addition, we are willing to give her a 6 month free subscription so that she can use our features as they are intended; also, we are more than willing to answer any question she may have through our Help ticket system, and offer suggestions to use our features to her best advantage. Currently, although her account was removed per her request, she can re-activate it at any time by logging in to her account and clicking on the button to re-activate it. Or, we can re-activate it for her if she wishes.

In summary, we are very willing to refund Ms. [redacted] for her most recent subscription charge of $49.95, plus give her a full 6 month subscription at no charge, including any technical support or customer service support she requires in order to use our features to her best advantage.

Sincerely,

CatholicMatch Customer Support

Review: After having a conversation with one person and being sent an indication of interest by two people I gave them my email address because my subscription was up for renewal and I didn't wish to renew it. The purpose of giving my email address was to continue the conversation offline.The next day I received an email that said the following: "As a reminder, the CatholicMatch messaging system is not to be used to send offsite contact information in mass amounts or without the prior consent of the receiving member. Your attempts to bypass the website security features is alarming not only to us but also to those who you are contacting. I recommend taking the time to review our Safety Page, which contains further information on safety as it relates to Online Dating to ensure that you can identify suspicious behavior and that you do not continue to exhibit the initial red flags so that you can move on to become successful in your search. To continue to use CatholicMatch without interruptions, please ensure that your future correspondence exhibits safe online dating practices by waiting until you and your contacts have had a chance to build a comfortable level of trust with each other before sharing offsite contact information."It was clear that the company had been reading the messages I had been sending, a clear violation of privacy, so I replied and called them out on it, stating: I paid for the service, I can give my email address to who I please, and my speech is protected by the First Amendment, and they don't want me communicating off the site because it is bad for their business. I told them not to warn me again or I'd get a lawyer and file a complaint with Revdex.com. [redacted] in Customer Service responded with "Because you have indicated that you are not willing to follow the website's Terms of Service, your account has been removed and your subscription has been refunded in full. We wish you all of the best and are sorry that we could not serve you."Desired Settlement: I want to be able to sign back up for the website.

Business

Response:

Thank you for the opportunity to respond to Mr. [redacted]’s complaint.

After reviewing our records, I see that we did warn [redacted] on 6/9/2014 that he was not using our messaging system properly. Specifically, there were 4 members, each to whom he sent a message which included his e-mail address. This was before any indication by the member that she was interested in communicating with him further. To explain, many members send basic emotigrams just to acknowledge appreciation that someone sent them a message, or because they haven’t yet purchased a subscription. If they choose to communicate further, they will sent a more detailed message or purchase a subscription to continue corresponding. Here are the details:

5/5/2014 - Mr. [redacted] sent [redacted] a message including his e-mail address without having received any notice of interest from the member

5/5/2014 - Mr. [redacted] sent [redacted] a message including his e-mail address without having received any notice of interest from the member

4/7/2014- [redacted] sent an emotigram without a message to Mr. [redacted], who then replied to her with an emotigram without a message. Then on 5/7/14, he sent [redacted] a message asking her a question, to which she never responded. Then on 6/8/2014, he sent her another message including his e-mail address.

5/5/2014 - Mr. [redacted] sent member [redacted] a message asking her a question, and she sent him an emotigram on 5/16/14 without any message included. Then on 6/8/14, Mr. [redacted] sent [redacted] another message which included his e-mail address.

Because of these incidents, along with a mass messaging on 6/8/14 of his e-mail address to other members he had already been in contact with, our security processes were triggered and Mr. [redacted] was sent this warning via our Help ticket system:

“Dear [redacted],

As a reminder, the CatholicMatch messaging system is not to be used to send offsite contact information in mass amounts or without the prior consent of the receiving member. Your attempts to bypass the website security features is alarming not only to us but also to those who you are contacting. I recommend taking the time to review our Safety Page, which contains further information on safety as it relates to Online Dating to ensure that you can identify suspicious behavior and that you do not continue to exhibit the initial red flags so that you can move on to become successful in your search.

To continue to use CatholicMatch without interruptions, please ensure that your future correspondence exhibits safe online dating practices by waiting until you and your contacts have had a chance to build a comfortable level of trust with each other before sharing offsite contact information.

Customer Support”

On the same date, 6/9/2014, Mr. [redacted] replied to this warning with the following:

“Dear Customer Support,

First, I'll send my email address to whoever I please. It's a free country, I paid for this service, and I believe sending an email is probably protected by First Amendment Rights. Second, as a 30 year old man, I'm not exactly in fear of any of the women on this Christian dating site, so I don't need a safety reminder. If they don't want to talk to me they don't have to email me. Third, I already had conversations of varying degrees going with everyone I sent an email address to last night, and I only sent three of them.

Last, it's now abundantly clear to me that you've been reading my messages to other members, which is a huge privacy violation and undermines a network such as this. You really only sent this message because it's bad for your business model if people exchange information instead renewing their membership, allowing you to collect another $30/month. Since you advertise that you've been rated by the Revdex.com and since there are so many online reviews of this site, I'll be sure to file a complaint on those platforms about this email. And if you warn me again I might just go engage an attorney.

[redacted]”

Since it was clear that Mr. [redacted] did not intend to comply with our policy and replied with a hostile and threatening tone, for the safety of our members we removed his account and refunded his purchase of $29.95 in full on 6/9/2014.

We make our Terms of Use readily available to all of our members, and by creating an account on CatholicMatch, members agree to abide by those Terms. Specific to this situation, our Terms of Use state:

1. Agreement of Terms

We are excited to have you as part of CatholicMatch. Your account with CatholicMatch is governed by the Terms of Service below. These terms may be updated, with the account holder receiving notification by any of the following means: a) communication to the e-mail address registered with CatholicMatch b) postal mail c) Notification in a public area of the site.

When using different services provided by the CatholicMatch network you shall be further subject to any additional terms that may govern these particular services. The terms of these particular services are melded into the overall TOS described here. Examples of particular services include, but are not limited to, CatholicMatch Singles (CatholicMatch), CatholicMatch Events and CatholicMatch Forums.

6. Member Conduct

You understand that all content on the Service-including, but not limited to text, photographs, video or other materials, whether posted publicly or communicated in private is the sole responsibility of the person transmitting the content and the company cannot be held responsible if you are exposed to content that is offensive or objectionable in any way.

You agree that you are responsible for all content you communicate on the service, be it public or private, and further agree to the following terms:

6.5 You agree not to send offsite contact information in mass amounts or without first receiving consent from the receiving party.

6.12 You agree not to contact a member of CatholicMatch in any manner other than the CatholicMatch messaging system without the prior consent of the other member.

You acknowledge that CatholicMatch has the right to edit or delete any and all member-submitted content and to monitor the private messaging system where it is deemed necessary to the security of the company or another member. You agree that you bear all risks that come with relying on the accuracy, completeness or usefulness of all content found on the CatholicMatch network.

Mr. [redacted]’s reference to the First Amendment and his right to free speech is very appropriate when preventing the government from making laws that prohibit him from saying what he thinks. This is not at issue here. Once Mr. [redacted] created his account, he agreed to abide by our Terms of Use; since he was not willing to comply with them, he was removed.

Now that we have explained the Terms that govern our site security, as well as what is required of our members, we are willing to re-evaluate the security process we used in this particular situation. We have corresponded with Mr. [redacted] via our help ticket system with the following message:

“Dear [redacted],

I apologize on behalf of our customer support team for the way that you previous inquiry was handled. As a part of our website security processed, all communication is electronically scanned for suspicious or malicious content during transport. When our system found that you sent contact information in bulk, it created a security alert. When following up with the security alert, it was found that your communication was in violation of the website's Terms of Service and a warning was issued.

While it is policy to refuse services to any person who state that they are not willing to abide by the website's Terms of Service, if you are willing to abide by the website guidelines, including not sending contacting information in bulk or without the prior consent of the other member for your safety and the safety of other members, we are willing to reactivate your account.

Please contact us to let us know if you would like to give CatholicMatch another try and that you will abide by the safety guidelines set forth by the Terms of Service and we will be happy to reactivate your account.

Sincerely,

Customer Support”

As soon as we receive Mr. [redacted]’s response, we will be happy to follow up with the appropriate action.

Sincerely,

CatholicMatch Customer Support

Consumer

Response:

Review: On March 20th, 2016 the account was suspended for no justifiable reason even though the subscription hasn't expired.Desired Settlement: The account needs to be re-activated.

Business

Response:

Thank you for the opportunity to respond to this complaint. After reviewing our records, it appears that [redacted] began misusing a feature in our forum discussions and was reporting a large number of forum posts that weren’t actually violating our forum rules. We sent her a help ticket on 3/19/2016 explaining how to use the feature properly, however she continued to misuse the feature. We then suspended her account on 3/20/16 for seven days. We also sent her a follow up response explaining why we had suspended her account and asked her for an explanation of her actions. [redacted] never responded, so the suspension continued for the seven days and was automatically removed by our system on 3/28/16. In addition, we also added back 7 days to her subscription term for the time she wasn’t able to use her account. At this time, [redacted]’s account is re-activated and she has had access to all of our features, so I consider this issue resolved.

Review: My son cancelled the service two months ago and this outfit keeps charging MY account even after my son went online a second time and cancelled for the second time.

I want a refund and I want them to stop taking money out of my account or I will take it to the Missouri Attorney General.Desired Settlement: I want a refund and stop using my bank account. It is not my Son's account.

Business

Response:

Thank you for giving us the opportunity to respond to this complaint. After reviewing our records, I see that Thomas had a 3 month subscription that renewed on 12/16/2015 for $39.95. I also noticed that we never received any Help ticket or other correspondence letting us know that he didn't want to continue his subscription. The last correspondence we had from him was dated 1/22/2015.That being said, I've now refunded the credit card on Thomas' account in the amount of $39.95 and removed his account for him. This refund should appear in the credit card holder's account within 48 hours, depending on the processing time of their card company.

Business

Response:

Thank you for giving us the opportunity to respond to this complaint. After reviewing our records, I see that Thomas had a 3 month subscription that renewed on 12/16/2015 for $39.95. I also noticed that we never received any Help ticket or other correspondence letting us know that he didn't want to continue his subscription. The last correspondence we had from him was dated 1/22/2015.That being said, I've now refunded the credit card on Thomas' account in the amount of $39.95 and removed his account for him. This refund should appear in the credit card holder's account within 48 hours, depending on the processing time of their card company.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Their advertising claims they have authenticate Catholic Values but they did not disclose the disproportionate numbers of widows to widowers or women to men nor let me know how painful this would be to be rejected over and over and over and to discover the only man I met was dating other women while dating me. Then they would not let me hide my profile because I had done so earlier and had to cancel with no refund to hide because they claimed hiding one's profile is abusing their system. Insulting, cheating, and misleading are not authentic Catholic values and I would have never had to endure feeling so rejected or wasting money to do be treated badly had I not trusted them.Desired Settlement: I want a full refund because it is the least they can do for the abuse I endured.

Business

Response:

On June 17, 2014, [redacted] created a freeCatholicMatch account. Her free account allowed her to preview the all singleCatholics and features offered by CatholicMatch. On July 14, 2014, Ms. [redacted] chose to purchase a paidmembership, resulting in the ability to communicate with other singles. Usingher subscription, she made contact with 27 singles between July 14th and thetime that she contacted CatholicMatch on February 13th. After spending a considerable amount of time attempting toexplain the nature of online dating to Ms. [redacted], it became clear that ourwords were not being heard. As a result, a full refund in the amount of $59.95was issued via check despite the fact that she had used and had benefited fromthe services that were provided.

Review: I signed up for a 1 month billed account on:https://www.catholicmatch.comI was billed $30+. I sent some emails.Now my account has been removed. I want my money back.I should have searched complaints against them. Numerous...I am guessing that I was cancelled because I put an email Id & phone number in the messages I sent to some females.If I cannot do this. How can I contact them?Bogus web site.Fine them. Shut them down.I WANT MY MONEY BACK.... Product_Or_Service: web siteDesired Settlement: DesiredSettlementID: Refund I WANT MY MONEY BACK....

Business

Response:

Thank you for bringing this matter to our attention!

After reviewing our records, I’m not able to find a subscribing account in the name of [redacted], nor any account attached to the e-mail address [redacted].

I would be more than happy to address Mr. [redacted]’s concerns, however, I need to locate his account first. In order to do so, I will need the following information from Mr. [redacted]:

* Alternate first and last name he may have used when when he created his account

* Alternate email addresses he may have used when he created his account

* Date of birth

*Type of credit card used (Visa, Mastercard, Discover or American Express)

* Last four digits of the credit card

As soon as I receive this information, I should be able to locate his account, review it and provide a resolution.

Sincerely,

CatholicMatch Customer Support

Consumer

Response:

The email I used for this account is:

Review: I signed up for a 1 month period in April 2013 to see if I liked this service. I did not and closed my account that same month. I took out my picture, my information and wrote to them closing my account and why as it was asked of me through there prompts. In July of this year 2013, had not noticed they were pulling monthly hits on my bank account of $29.00. That same day, I went back on to my account, saw all my information was there in a different format and wrote to them that same day, you can see, I had not ever been on my account since I put it in writing to cancel, they wrote back the next week stating they would not refund me back even the new month? I cannot find on any web searches a phone number to contact customer service. The site stated in another area you need to check a box to remove future fund with draws and they never stated to me when canceling about this. This is a scam. I contacted my bank and had to cancel my card as so in the future they could not keep hitting my account. I want my money back of services I did not receive. I also want to warn others of this issue.Desired Settlement: Refund, I was charged for services I did not receive. I cancelled in writing. They need to post a phone number for the company some where in this big wide web for customers to contact instead of only in writing.

Business

Response:

Thank you for bringing this matter to our attention.

After reviewing Ms. [redacted]’s account, I see that she did purchase a one month subscription on 3/1/2013, but that she never turned off her automatic renewal. As a result, we continued to automatically renew her subscription an additional 4 times at $29.95 each time.

On July 4th Ms. [redacted] contacted us through our Help ticket process with the following request:

“Thu, Jul 4, 2013 (3:33 AM)

Review: After being a member of Catholic Match for a year and a half, I recently feel that I was treated unfairly and that customer service avoided my complaints. Before posting a topic in the public forums, I did a search for the same topic and found several. In fact, one of the founders of this website had participated in one of these thread, and a staff member had initiated a similar thread. I saw no problem in starting another thread concerning this same question. I posted and saw that my post disappeared. Because the site has glitches and this has happened to other members, I reposted. Well, that post also disappeared. In all, THREE posts were removed prior to contacting me. In most cases, a thread would be "locked," but they all just disappeared. Because these topics were allowed previously, I do not know why I was treated unfairly. When I contacted customer service, I was told that I would hear back shortly. The auto-message stated 24-48 hours. It was 4 days before I heard a response, and in the meantime, my help tickets were closed (so that I could not update) and at one time, I was banned from sending help tickets. This left me NO way to contact Catholic Match, which I thought was highly unprofessional.Customer service should treat members fairly and according to how Christians SHOULD treat others. I was disheartened by being ignored and mistreated. Catholic Match definitely could have handled this in a better way instead of banning me from sending help tickets and taking so long to proceed in dealing with my issue. Because these others topics had existed, I knew I could post this. Keep in mind, like I mentioned previously, that a staff member STARTED a similar topic and a founded had replied to another similar topic. There is no reason why I should have been treated in this manner. I was not offered any consolation, and I deleted my account because I cannot support this organization anymore. I feel it would conflict with my beliefs.Desired Settlement: I feel a refund is appropriate. I should not have to force customer service to speak to me and handle issues. That is their job. Founders and customer service should always communicate with patrons and members; they would not exist without their customers. I received NO communication from customer service prior to them deleting my posts, and I should not have had to go through all of this unnecessary stress in order to deal with professionalism. However, I believe in being treated fairly.

Business

Response:

Review: Charged on my credit card, asked for a refund within 24 hours with a help ticket, told that charges would not be refunded, never contacted by phone, there is no way to speak with a live person whatsoever only through a help ticket or a machine.Desired Settlement: Refund of $106 and cancellation of subscription

Business

Response:

Thank you for the opportunity to respond to Ms. [redacted]’s complaint.

After reviewing our records, I see that Ms. [redacted] purchased a 6 month subscription on 4/2/2014 for $74.95. I also see that the first time she contacted CatholicMatch was on 4/30/2014, when she sent a Help ticket that stated:

“This is not a charge that I accepted and I need it refunded. This is for a charge to a card ending in 7005, and made on 4/3/14, in the amount of $75! Please call me back at [redacted]”

We then responded on 5/1/2014 with the following, which was sent to the e-mail address on her account, which is the same e-mail address she used to log into her account to send us her initial Help ticket on 4/30/2014:

“Dear [redacted],

Thank you for contacting our help service. I'm not sure that I understand your message. I see that you purchased a six-month subscription on April 2nd from the same location in which you wrote this help ticket. To allow me to assist you further, can you explain why you entered your credit card information into your account to purchase a six month subscription without intending to do so?

Please don't hesitate to let us know if you have any other questions or concerns.

Sincerely,

Customer Support”

Ms. [redacted] never responded to our question, and sent us another help ticket on 6/2/2014 with the following:

“Pls refund amount and discontinue subscription. To answer question, I did not authorize use of my credit card. My card was used by an unknown person. This was very cruel and I would like a refund and pls end this subscription. Pls call me by phone. Thank you”

About an hour later on 6/2/14, we replied with the following:

“Dear [redacted],

I would be happy to help you.

Since you used the subscribing features for over a month, our system will not allow us to issue you a full refund. If you would like, I can reduce your subscription to our one month subscription and refund you $45 for the difference. Please let me know if you would like this option.

Please don't hesitate to let us know if you have any other questions or concerns.

Sincerely,

Customer Support”

Our records indicate that although Ms. [redacted] did open and read our response, she never replied. Then finally, on 6/4/14, she sent us a final ticket stating:

“I need someone to call me at [redacted]. This is a horrible horrible system of contacting. I leave a message and get no response whatsoever”.

At this point, we gave our standard response that we were still waiting for her to respond to our previous reply.

As you can see, we have replied to Ms. [redacted]’s requests, however, she has not responded, even though we have a record that she did open and read our replies that were sent to her e-mail, which again, is the same e-mail address she used to log in to her Catholic Match account and send her Help tickets.

All throughout the time she was sending tickets requesting a refund and we were responding, she continued to use our subscription-only services to read and send messages to other members, the latest date being 6/8/2014, when she read a message sent to her by member [redacted].

At this point, we can’t reconcile the amount of $106.00 Ms. [redacted] is claiming to be refunded, nor can we agree that she wasn’t aware of the charge to her credit card, especially when she continued to use the same computer to access her account and subscription services, as well as our Help ticket process. In addition, she waited almost one month after the charge went through before contacting us. Concerning not calling her, we state in our Help ticket page and in our FAQs that we only provide support through our Help ticket process.

Having explained this, even though she has used over 2 months of her 6 month subscription, we are still willing to only charge her $29.95 for a one month subscription and refund her the difference from the $74.95 that she paid, which would be $45.00.

As soon as we receive her reply, we will be happy to assist her further.

Sincerely,

Customer Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I do think that it is poor business practice to have no communication by phone