Zoosk

Initial Business Response / [redacted] (1000, 5, 2014/03/21) */ The following email was sent on March 21, 2014: Dear [redacted] , Thank you for contacting Zoosk We appreciate the time that you have spent with us as a Subscriber and we are sorry to hear that you are not satisfied with Zoosk Our dedicated Anti-Fraud team works hard to block any users that abuse our service and all members have the ability to report any suspicious behavior directly to the Anti-Fraud team If you feel like your account data has been compromised, please let me know what lead you to believe this to be true and we will investigate this issue further Per your request, your Subscription has been canceled and your profile has been deactivated There will be no further charges and your profile has been removed from Zoosk Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] Zoosk Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/01/13) */ This email was sent on Jan XX XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly I would be happy to assist with any issues you may be encounteringI would be happy to contact you directly if you would provide your phone number and a time I can reach you in a response to this emailOtherwise users in the United States and Canada may contact us by phone using our toll free number: 1-888-We-Zoosk (X-XXX-XXX-XXXX) during our live phone support hours from 8am-5pm Monday through Friday, Pacific Time We appreciate your time as a SubscriberOur records indicate that your Subscription has been canceled successfullyThe Subscription will no longer renew and no further Subscription charges will be appliedAs long as you do not deactivate your profile, you will have access to your Subscriber features until the Subscription expires at the end of your billing cycleIf you choose to deactivate your account before your Subscription benefits expire, please keep in mind that you will forfeit any time you have left on your Subscription without a refund I also understand you would like to understand the use of Coins on Zoosk Coins are virtual currency used to purchase various features on ZooskWith Coins, you can purchase virtual Gifts, arrange for a Special Delivery, receive a Delivery Confirmation for your email messages, Unlock Carousel matches and Boost your profileBoth Subscribers and free members can use coins "Gifts" are fun graphicssuch as flowers, pets, and cocktails that you can send to another ZooskerThe graphic will appear on a recipient's Zoosk profile "Special Delivery" will alert the message recipient with a pthat they have a special message from you "Delivery Confirmation" will notify you when your message has been read "Carousel" is a feature that allows you to instantly connect with similarly interested Zooskers "Boost" is a feature that helps you get noticed by your fellow ZooskersFor every Boost package you purchase, we'll put you at the very top of someone's search results or in a special place on the homepage of people interested in you Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] Zoosk Customer Support For additional tips and information about safe online dating, please review our Online Dating Safety Tips by visiting www.zoosk.com/safety.php Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/01/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your helpZoosk did send me an email with a satisfactory response once you contacted themI wish they would be more responsive without having to complainThanks for your help

Initial Business Response / [redacted] (1000, 5, 2014/04/01) */ This email was sent on April X XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk profileToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly We're sorry for any frustration regarding a Zoosk account that was set up in your nameI see that your Facebook is attached to your Zoosk account, so the Zoosk Application may have been inadvertently added through FacebookWe have since deactivated your account per requested on March XX XXXXKeep in mind, when you're clicking on something on Facebook and you see "Company name would like permission to share your basics" or the like, this means you are adding an application from an outside company and that company will have your basic informationIf you do not want to continue with this if it pops up again, simply use your back button Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] Zoosk Customer Support

Initial Business Response / [redacted] (1000, 5, 2014/11/04) */ This email was sent on Nov X XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly I apologize for any confusion, our records indicate that you were able to speak with one of our representatives who provided you with a downgrade from your 3-month Subscription to a 1-month Subscription and provided you with a refund in the amount of $ .Please allow 5-business days for the refund to process I hope this means your issue is resolved, if you have further questions please feel free to respond to this email and I will be happy to further assist Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] S Zoosk Customer Support For additional tips and information about safe online dating, please review our Online Dating Safety Tips by visiting www.zoosk.com/safety.php Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/11/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept their response and I believe it is a fair resolution of my problemThank you

Initial Business Response / [redacted] (1000, 5, 2015/02/18) */ This email was sent on Feb XX XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly I apologize for any confusion concerning the renewal of your SubscriptionAll Zoosk Subscriptions paid for with a credit or debit card automatically renew at the end of each billing cycleHowever, our records indicate that your Subscription has been canceled successfully Our records indicate that this was the first request for cancellation received from this profile Zoosk's renewal policy is outlined during the purchase processThe renewal terms that appear on the purchase page are available here: http://www.zoosk.com/autorenewtermsThey are also available in the Terms of Service http://www.zoosk.com/tos and the Help section https://zoosk.zendesk.com We appreciate the time you spent with us as a Subscriber so we are forwarding a request for a refund on your most recent payment of $ Since the renewal charges are being refunded, the Subscriber benefits have been deactivatedThe Subscription will no longer renew and no further Subscription charges will be applied.Your refund will be issued directly back to the credit card or account used to make the purchasePlease allow 5-business days for the refund to process ***If you wish to resubscribe within the next days, please use the following coupon code at the time of purchase to receive a 50% discount: mx8ojs Please be sure to only use Coupon Codes offered directly by ZooskAlso please note that Coupon Codes are valid for credit card payments only Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] S Zoosk Customer Support For additional tips and information about safe online dating, please review our Online Dating Safety Tips by visiting www.zoosk.com/safety.php

Initial Business Response / [redacted] (1000, 5, 2014/02/19) */ The following email was sent on February 19, 2014: Dear Mr***, Thank you for your emailI'm sorry for any inconvenience you have experienced with ZooskToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly We understand you would like to erase the information on your profilePer your request, we have removed your profile and account from the Zoosk service We appreciate the time you spent on Zoosk Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, Peter Zoosk Customer Support Final Consumer Response / [redacted] (2000, 7, 2014/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 5, 2014/08/28) */ This email was sent on August XX XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly Our records indicate that have spoken with a Zoosk representative as of today August and per your request have we requested a refund of $ and deactivated your profile The refund is issued directly to the credit card or account used to make the purchaseAfter a refund is issued, it may take 5-business days to post to an accountThe time will vary depending on the original payment method, the currency used to make the purchase, and your country of residencePlease contact your bank or financial institution to inquire about the status of a refund if more than business days have passed from the date the refund was submitted If you decide you would like to come back as a Subscriber, please contact us prior to subscribing and we will waive your Activation Fee and provide any discounts or promotions available at that time Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] Zoosk Customer Support

Initial Business Response / [redacted] (1000, 5, 2014/09/09) */ This email was sent on September X XXXX: Dear ***, Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of$ The refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-business days for the refund to process Our records indicate that you have full access to Subscriber benefits and have been in communication with other members We understand you would like to know more about how Connections work on Zoosk Connections are a way to keep track of who you chat with on Zoosk and to see if they are online at the same time as youYou may make a connection by sending a message to someone and getting their replyYou can also simply click the "Add+" button If the person you reached out to accepts the Chat Request and you are both Subscribers, you will both be able to chat with each other on the Zoosk website, Zoosk Messenger, and your mobile deviceFree Members will only have access to select introductory messages and will have limited messaging I understand you are inquiring about our SmartPick feature Your Zoosk profile has many features that increase your ability to contact other ZooskersOne of these features is the Zoosk SmartPick feature which evaluates compatibility between Zoosk membersSmartPick is smart and learns from your "yes" and "no" votes to make better match recommendations in the futureAnswering the SmartPick Survey will also improve your match results Here's how it works: Review the profile that was selected for you based upon your profile description as soon as you can, as they are time-sensitive Decide if you're interested and vote "yes" or "no." Your vote stays private unless you both vote "yes," in which case you'll get the good news by email as well as a message in your Zoosk inbox SmartPick is adaptivePlease review your matches and vote every day, as SmartPick learns about your preferences over time to find your best match Please note that if you are having trouble connecting to Zoosk Messenger this could be the result of a firewall or security software which may prevent the program from connecting properlyIf you decide to come back to Zoosk and would like further assistance in this matter please feel free to contact via our support lineUsers in the United States and Canada may contact us by phone using our toll free number: 1-888-We-Zoosk (X-XXX-XXX-XXXX) during our live phone support hours from 8am-5pm Monday through Friday, Pacific Time Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] S Zoosk Customer Support For additional tips and information about safe online dating, please review our Online Dating Safety Tips by visiting www.zoosk.com/safety.php

Initial Business Response / [redacted] (1000, 5, 2014/06/11) */ This email was sent on June XX XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly I apologize for any confusion surrounding your accountFor your protection the account you are referring has been placed on holdAll charges on this account have been refunded, the amounts being £for your Subscription and two refunds in the amount of £for Coins purchases placed on your account for a total of £ Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] S Zoosk Customer Support Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/06/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) While there was no exact explanation of why my account was placed on holdI'm satisfied that the full amount charged was refunded as a way to resolve this matter In any case I did call to attention the practice of enabling this auto-charging without explicit user consentAnd sincerely hope the business considers reviewing this practice

Company continued to charge my bank account multiple times after I cancelled

Initial Business Response / [redacted] (1000, 5, 2014/09/23) */ This email was sent on September XX XXXX: Dear **, Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $ The refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-business days for the refund to process I apologize for any confusion however, Zoosk does not create fake profilesWe have a team devoted to locating and removing fake profiles to create a fun and safe environment to meet, date, and potentially find a soul mate We understand you are inquiring about the automatic Wink Reply With a Wink Reply, a message will be automatically sent out to people who wink at youThis way you don't have to respond to the wink yourself, and you can encourage those who wink at you to send a more interesting, personalized message Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] Zoosk Customer Support

Initial Business Response / [redacted] (1000, 5, 2014/02/19) */ The following email was sent on February 19, 2014: Dear Mr [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Better Business Bureau so I have investigated your case and wanted to contact you directly Our records indicate that your last renewal of $has already been refunded on February 17, We realize you are not satisfied with your purchase, so we requested an additional refund of $This is for the original charge of $and the activation fee of $The refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-business days for the refund to process Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] S Zoosk Customer Support

Hi [redacted] Thanks for contacting Zoosk Customer Support.I apologize for any frustration you have experienced in this matterOur records indicate that you cancelled automatic renewal for your Zoosk Subscription on March 10, Our records also indicate that automatic renewal was reactivated on March 22, 2016.We appreciate the time you spent with us as a Subscriber so we have processed a refund on your most recent payment of $ on April 9, Since the renewal charges are being refunded, the Subscriber benefits have been deactivated The Subscription will no longer renew and no further Subscription charges will be applied.Your refund will be issued directly back to the credit card or account used to make the purchasePlease allow 5-business days for the refund to process***If you wish to resubscribe within the next days, please use the following coupon code at the time of purchase to receive a 50% discount: [redacted] Please be sure to only use Coupon Codes offered directly by ZooskAlso please note that Coupon Codes are valid for credit card payments onlyI hope this was helpful and thank you for your patienceIf you decide you would like to come back as a Subscriber, please contact us prior to subscribing and we will waive your Activation Fee and provide any discounts or promotions available at that timeIf you have any further questions or concerns, feel free to contact us.Best regards,

Hi Erik, It looks like your subscription recently renewed, and you don’t intend to use it at this timeAll Zoosk subscriptions renew unless cancelled before the renewal dateOur records do not show a cancellation before your renewal, which is why you were charged again We appreciate the time you spent with us as a subscriber, so we are refunding your two most recent paymentsThe subscription will no longer renew and there will be no further subscription chargesSince the renewal is being refunded, your profile has reverted to a free, basic member profileYour refund will be issued to the account that made the purchasePlease allow 5-business days for the refund to process Zoosk subscription renewals are explained when you make your purchase, as well as on our renewal terms: [redacted] If you wish to resubscribe, please use the following promo code to receive a 25% discount: ztywgtwt Promo codes are only valid for credit card payments We wish you the best, and hope you enjoyed Zoosk -Zoosk Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/03/27) */ This email was sent on Mar XX XXXX: Dear XXXXXXXXX, Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly The Wink Reply is a feature on Zoosk intended to help Zooskers respond to the Winks they receiveIt is flattering to receive a Wink from someone; however, it is often difficult to know what to do nextWith a Wink Reply, a message will be automatically sent out to people who Wink at youThis way you don't have to respond to the wink yourself, and you can encourage those who Wink at you to send a more interesting, personalized message To manage and edit your Wink Reply, log in to www.zoosk.comClick on the user name menu at the top of the page and select "Personals Settings"You will arrive on your Email Settings pageFrom here you have the option to adjust a variety of thingsFor now, just look for the "Wink Reply" section on the left side of the page Choose "On" or "Off" from the drop-down menuIf you select "On", the Wink Reply Text field will be available for you to write and edit your Wink ReplyThere may be a default Wink Reply in the text field; however, you're welcome to replace this with a message that more clearly reflects who you areRemember to be sure to click "Save" when you're finished editing your Wink ReplyThe important thing is to have fun with your Wink Reply and to use it to your advantage Our records indicate that you canceled your Subscription and deactivated your profile on March 25, We were able to void the subscription transaction of $29.95, and will not be collecting on it It is possible that your credit card company or bank has placed an authorization hold for the amount of the purchaseThis is a common billing procedure, as many financial institutions will place temporary authorization holds for electronic purchasesOften this authorization will show as a "Pending" charge on your online statementThis authorization is not a charge and will be removed from your statement when the transaction "falls off", meaning the purchase did not complete The length of time that funds are held is determined by your bank or credit card's policiesPlease contact your bank/credit card provider if you need assistance with an authorization hold transaction Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] C Zoosk Customer Support

Initial Business Response / [redacted] (1000, 5, 2014/06/25) */ This Email was Sent on June XX XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $ The refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-business days for the refund to process Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] Zoosk Customer Support

Initial Business Response / [redacted] (1000, 5, 2015/08/11) */ This email was sent on Aug 11, 2015: Hello XXXXXXXXXXXXX, Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Better Business Bureau so I have investigated your case and wanted to contact you directly I apologize for the confusion regarding your subscriptionAs mentioned in our email responses on July 28, and on August 10, 2015, our records indicate that your Subscription was purchased through iTunes Apple requires customers who purchase a Subscription through iTunes to cancel those Subscription renewals through their App Store on their iDevice, or through their iTunes Store on their computerPlease note that once you turn off the auto renewal, you will not be billed for your Subscription in the future and your Subscription will expire at the end of your current billing cycleAdditionally, since your Subscription was processed through iTunes, any refund requests must also be directed toward Apple as they do not provide billing information for Subscriptions processed via their service If you wish to contact iTunes directly, Apple asks their customers to go through their menu system in order to resolve their issuePlease follow this link, which will take you to Apple's Customer Support page where you can send a support ticket directly to Apple: https://ssl.apple.com/emea/support/itunes/contact.html Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] Zoosk Customer Support

Initial Business Response / [redacted] (1000, 5, 2014/12/22) */ This email was sent on Dec 2014: Dear ***, Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly Our records indicate that you successfully purchased a 1-month Subscription on Nov for $ The purchase price also included a one-time Activation Fee of $ This fee covers the stacost of the SubscriptionIt will not apply to renewal chargesPlease note that this is displayed before you confirm and complete your purchaseI have provided images of the confirmation page on different platforms belowAs a courtesy we are forwarding a request for a refund of $ 24.99, please allow for up to 5-business days for this to reflect in your account When a user purchases Zoosk Coins with a credit card, they are presented with the option of Coins Auto-RefillThe user can opt out of this option during the purchase processIf the user chooses to opt in, the amount of Coins purchased will automatically be repurchased when the user's Coin balance drops below CoinsIf the user chooses to opt out, the Coins will not refill unless the user manually makes another purchase If you are not sure if your Coins will automatically refill, these settings can be changed anytimeFrom a computer, simply log in to www.zoosk.com and click your username menu at the top right of the pageSelect "Settings" and then click "Coins"From this page, you can make adjustments to your Coins refill settings If you have any further questions, please refer to our Coins Help https://zoosk.zendesk.com/entries/XXXXXX We show that you have already spoken with a representative regarding this issue and have been refunded for not just the Refill but the initial Coins purchase as well resulting in two refunds of $ eachPlease allow for up to 5-business days for this to reflect in your account Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] S Zoosk Customer Support For additional tips and information about safe online dating, please review our Online Dating Safety Tips by visiting www.zoosk.com/safety.php

Initial Business Response / [redacted] (1000, 5, 2014/11/18) */ This email was sent on Nov XX XXXX: Dear ***, Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly We realize you are not satisfied with your purchase, so we have requested a refund of $ The refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-business days for the refund to process We understand you are inquiring about the automatic Wink Reply With a Wink Reply, a message will be automatically sent out to people who wink at youThis way you don't have to respond to the wink yourself, and you can encourage those who wink at you to send a more interesting, personalized message It's easy to manage your own Wink Reply From a computer: - Log in to www.zoosk.com - Click on the user name menu at the top right of the page - Select "Settings" - Click on "Wink Reply" on the left side of your page From a mobile device: - Log into Zoosk using your Application or t.zoosk.com - Tap on the menu button on the top left corner - Tap on "Settings" - Tap "Wink Reply" There is an option "On" or "Off" buttonIf you select "On", the Wink Reply Text field will be available for you to write and edit your "Wink Reply"There will be a default Wink Reply in the text field; however, you're welcome to replace this with a personalized message that more clearly reflects who you areThe important thing is to have fun with your Wink Reply and to use it to your advantageOnce you have written your new "Wink Reply" click on "Save" If you prefer to not have an automated wink reply, then please select the "Off" button, then click on "Save" Just to note that our records indicate that you were able make contact with members one the site via direct messages Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] S Zoosk Customer Support For additional tips and information about safe online dating, please review our Online Dating Safety Tips by visiting www.zoosk.com/safety.php

Don't bother subscribing to this dating site! Its worthless I did a paid subscription and then found most of the local female profiles were fake They offer a no money back policy which should of told me something about them So very disappointed with this company WASTE OF MONEY! I did contact them several times and only got a generic response