Complaints

This profile includes complaints for AffinityClick's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  AffinityClick

  45 O'Connor St., Suite 1420 Ottawa, ON K1P 1A4

• 

  AffinityClick

  81 Metcalfe St. Suite 400 Ottawa, ON K1P 6K7

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company accepted the payment of the use of the service. Small payment of 2.99 but I have not been able to access my account. No confirmation email or anything. i have reached out to their support email with no response. It is not the money that matters but the lack of ethics and responsiveness.

  Business Response

  Date: 21/05/2024

  Sincere apologies for missing the first notice on May 10.

  I just looked into the customer's inquiry, but our system does not have any record of an account under the email address provided (******************************). 

  I will email the customer at that address now, and see if perhaps they used a different email address to create their Hushed account.

  Customer Answer

  Date: 21/05/2024

  
  Complaint: 21691330
  
  I am rejecting this response because: My account has been debited the amount paid for the service and this is the only email that I used for this. I will continue to persist until this issue is resolved.
  
  Sincerely,
  
  ******** *****

  Business Response

  Date: 21/05/2024

  I am speaking with the customer right now, via email, as we try to locate his Hushed account and see what's happening.

• Initial Complaint

  Date:25/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company ****** closed my account suddenly after 7 years with no explanation. Since I couldn’t use their services, I cancelled my subscription in February (shows as cancelled and inactive in my subscriptions) but they have repeatedly tried to charge me since my subscription has been cancelled on multiple occasions. Spoke with customer service they apologized said it wouldn’t happen again. Yet a month later here they are charging me again for a cancelled subscription I CANNOT use and refusing to listen or take responsibility or stop charging my card WHILE acknowledging my account is closed so there’s no reason they should be charging my card repeatedly still. You can see by the picture my subscription is cancelled and inactive yet they keep trying to charge my card. I want to file a cease and desist so they STOP charging my credit card for a service that was cancelled months ago that I cannot use or access. This company is scamming people stealing their money and hoping they don’t notice for months after the service is terminated.

  Business Response

  Date: 29/06/2023

  Hi ********,
  
  Thank you so much for reaching out and letting us know.
  
  Please be advised that unfortunately we here at ****** do not have access to your ****** subscription account in order to cancel or refund these type of subscriptions. ***** ****** restricts this information for your privacy.
  
  For all in-app purchases that are made directly through ******, you would need to use this link to contact ****** Support to receive a refund.
  
  ****************************************
  
  We do also let users know that subscription cancellation are directly through your ****** account in our FAQ page:
  
  ****************************************************************************************************************************************
  
  We do see that the subscription is tied to the suspended ****** account that was under ********************* and on March 30th we did notify you that it had to cancelled on the user-side. ****** ****** ******* 
  

  Please don’t hesitate to reach out directly to our team if you have any further questions or concerns. 
  
  Thank you,

• Initial Complaint

  Date:15/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Woke up to a banned account December 15th. Emailed customer service was told I violated the tos. Specifically section 10. I was harassed by a stranger via text the night before and should have blocked them. Seems being a sex talk therapist is considered a grey area they'd rather not deal with and I've been lumped into illegal activity. I should have blocked the texter, but went to bed. Seems that person reported me and they've decided I'm a problem. I get harassing texts often. It's the nature of doing therapy. Men feel they can bully you and push for services not offered. I've done nothing wrong or illegal and would like my account back as I have clients whom I've only ever set appointments up like this along with some friends. Having my account terminated because one man child got angry is appalling.

  Business Response

  Date: 16/12/2022

  Hi,
  

  My name is ***** and I am part of the management team here at ******.
  

  Unfortunately, we will not be able to restore the account as the ban was legitimate.
  

  On our terms of services, which all users agree to when an account is created, engaging in unusually high usage can flag an account and due to the volume of usage on this account our provider flagged *******************************.
  

  Please see section 2 of the terms of services:
  ************************************
  

  For all in-app purchases that are made directly through ******, users would need to contact ****** Support to receive a refund.
  

  This is because we here at ****** do not have access to the users ****** payment information (and therefore lack the capability to refund directly), as per ******' policies for app developers.
  ***** ****** restricts this information for the users privacy, but they are able to issue direct refunds on their side of things.
  

  For more information on how to request a refund and to cancel the ****** subscription:
  **************************************** ****************************************
  

  Thank you,
  

  Customer Answer

  Date: 19/12/2022

  
  Complaint: 18578839
  
  I am rejecting this response because:

  I barely use the app.  A handful of messages a day.  0 phone calls.

  Many days with 0 texts.  There was no heavy use.  
  
  If I got spammed with harassment the night I was banned.. Which I'm not even sure happened.. As I was asleep.  That isn't my fault.  Shady as hell business practices. Seems the majority of 1 star reviews both on the play store and on the app store are like this.  Got unlimited, less than a month later was banned for heavy usage.  This sounds far more like an scam originating in India than what should be happening out of Ontario.

  Had ****** from the playstore for part of a year, then from the app store for at least a year.. On pay per go.  I've had no higher usage than I did then.  Only affinityclick is a shady business.  I've been unlimited for under a month and have used it the same and now have a ban for something I didn't do.  Convenient loophole to screw with customers.

  From seeing all the complaints, looks like this should be far more public.  
  Sincerely,
  ***** *******
  

• Initial Complaint

  Date:08/09/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a paying user of Hushed (an app developed by AffinityClick Inc. that provides cell phone numbers) since April 2020 and used their numbers for tasks requiring enhanced safety and privacy: exchange contacts with someone just met, sign up to websites requiring phone verification, contact back and verify legitimacy of all the unknown numbers that called/messaged my main number. On 8/11/2022 an email from Hushed notified me that my account had been suspended because of a reported violation of Terms of Service. Since then, I cannot access the services I have paid for. In response to my request for clarifications Hushed wrote that my account was suspended indefinitely to prevent further risks towards burdening the service and claimed its right to suspend access to its services at any time without notice. My reply that a simple check of my activity record would show my sporadic use of the service, immediately disproving any idea that I was "burdening the service" never got a follow-up. Despite providing no service nor explanations, Hushed keeps collecting payment for my subscription through ***** (last time on 8/24). Obviously, if Hushed had any substantiating evidence that I violated the Terms of Service, there would be no reason to keep it hidden. Instead, its refusal to provide any clue prevents any possibility to clarify a potential misunderstanding, and generates suspicions of more problematic motivations. Given the nature of the service provided, Hushed is exposed to sensitive personal customer information: habits, beliefs, sexual orientation and so forth. Absolute discretion in the suspension of accounts provides unfettered freedom for any sort of arbitrary discrimination without external scrutiny. This is a big problem. I do not contest Hushed's right to terminate any customer account upon actual Terms of Service violation, but I deem unacceptable any claim of entitlement to do so on the basis of generic allegations that it refuses to substantiate.

  Business Response

  Date: 17/09/2022

  Hi there,

  Thank you for bringing this to our attention.

  Please be advised all users must accept our terms of services before an account is created. Users are prompted with a red pop-up which needs to be check off indicating that the terms of services have been read and understood. If a user violates those terms like any other product or services that account in question is suspended.

  For the users privacy we can't disclose the reason for the account suspension in this complaint but do ask that they reach out to our support team if they do not agree with this suspension. We can be reached 24/7 at [email protected].

  Thank you.

  Customer Answer

  Date: 17/09/2022

  
  ********** ********
  
  I am rejecting this response because:The response received clearly shows that the business did not even take the time to read my complaint before sending a pre-written generic answer.

  1- Quoting from my complaint:  “I am not contesting the company's right to terminate any customer account based on actual violations of the Terms of Service, but I have a huge issue with any claim of entitlement to do so on the basis of a generic allegation that it refuses to substantiate.”

  
  2- I have already followed the path suggested by the business by contacting several times their customer service to get that information. As explained in the complaint, all my requests have been ignored. I attached once again to this reply the documentation of my interaction with customer service.

  3- Affinity Inc did not answer on why it is still collecting a monthly payment from me through the ***** store after having blocked my access to its services.
  
  

  Unfortunately it seems that more and more many of these companies that provide online or mobile services have no qualms in collecting customer money while feeling entitled to provide no service without even bothering to give any motivation.
  

  Sincerely,

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

  Business Response

  Date: 23/09/2022

  Hi *****,
  
  
  We are not able to publicly tell users exactly how they have violated our Terms of Service, as we wouldn't be able to guarantee the information was being provided privately.
  
  
  Hushed employees are not able to cancel recurring iTunes payments on a customer's behalf, so please reach out to ***** and cancel your subscription so you are no longer billed. ***** will also be able to refund you.
  
  
  MORE INFO: https://support.hushed.com/hc/en-us/articles/360027790451-Subscription-Lines-How-to-cancel-an-Unlimited-Plan-auto-renewing-subscription-
  
  
  Please email us directly ([email protected]) if we can help further.

   

  Thank you.

  Customer Answer

  Date: 26/09/2022

  
  ********** ********
  
  I am rejecting this response because:It does not provide a solution to the issue that I raised. The business claims to be unable to provide me publicly (by which I believe it means here in this forum) the reason for my account cancelation (i.e. the alleged violation of their Terms of Service) and invites me to write to their customer service to get that information. However, I was forced to open this complaint with *** exactly because several emails that I had sent to their customer service to obtain that information were left unanswered. 
  Is the business claiming that even personal emails do not satisfy their high bar to “guarantee privacy”? In that case, it is the business’ responsibility to establish a channel through which the user can obtain that info, absent which it is basically asserting the right to cancel accounts without providing any reason.
  
  Please allow me to make a couple of additional considerations. 
  The first is about the disingenuous use of the privacy argument,  common to many businesses. Privacy is not seen as a constraint by them when they hoard as many personal customer data as they can, but it becomes one only when they are requested to motivate their actions to the customer.
  The second is based on the attached screenshot of the notification I received on Friday 9/23 from Hushed (the app from which the business banned me) that enthusiastically informs me of my upcoming subscription renewal (with a final exclamation mark!). From this notification, it seems that not only payment services, but even the app itself ignores that my account was canceled for violating rules. This is an extra element that reinforces my conviction that the business does not really have a clear idea of how it is handling this situation and has cancelled my account by mistake. However, unless it is willing to disclose its reasons, there is no way to correct that mistake.
  
  I will try to email once again the business customer service to see if their response has changed by effect of this complaint or if my requests will keep being ignored in that forum as well. I will inform *** of the outcome. 
  
  Sincerely,
  
  ***** *******