Complaints

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

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  Match Group Americas, LLC

  8750 N. Central Expressway, Suite 1400 Dallas, TX 75231

• 

  Match Group Americas, LLC

  PO Box 25472 Dallas, TX 75225-1472

• 

  Plentyoffish Media Inc

  1529 W Pender St Vancouver, BC V6G 3J3

• 

  SpeedDate.com, LLC

  San Francisco, CA 94102

• 

  Udate.com Inc.

  575 Lexington Avenue 4th Fl. New York, NY 10022

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:07/09/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 had an exisiting account on Tinder, then made an account on Hinge and believe my account was banned by an automated system for no reason. Their appeal system did not review my case correctly as I have no broken the community guidelines.

  Business Response

  Date: 07/10/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  
  VIA ONLINE RESPONSE
  
  Re: BBB Complaint ***, ***** #********
  
  Good Morning,
  
  We are forwarding this response on behalf of ***********
  
  Please be advised that Hinge has previously denied this appeal request. This process is not automated, and all appeal requests receive human review prior to the appeal decision being provided. Submitting additional appeal requests,including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or Match Group employees via email will be redirected to use the process outlined above.
  
  ************************************************************************************
  
  As explained in the Terms of Use, Hinge may, at its sole discretion,"terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services."Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate. Additionally,Hinge "may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime,Pairs, ParPerfeito, and Twoo."
  
  While we understand you may want additional detail, Hinge cannot disclose specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. This decision has been thoroughly reviewed and the ban will remain in place.
  
  We understand this is not the desired outcome, however, this account will remain banned and any new accounts created will also be subject to termination.
  
  Thank you for your understanding.
  
  ***********************
  *************************
  ****************************************************************************************************
  
  Sincerely,
  
  Match Group
  
  

  Customer Answer

  Date: 07/10/2025

  I am rejecting this response because:   I have never ever messaged anyone on Hinge and only just set up my profile as per the guidelines. I do not understand how this could have broken the guidelines when I did not have a single match. The response does not make sense. 

  Business Response

  Date: 07/10/2025

  Match Group Americas, LLC
  PO Box 25458
  ******, ********
  
  VIA ONLINE RESPONSE
  
  Re: BBB Complaint ***, ***** #********
  
  Good Morning,
  
  We are forwarding this response on behalf of ***********
  
  Unfortunately, we are unable to disclose additional details beyond what is provided in the appeal communication due to privacy and security concerns.
  
  We understand this is not the requested outcome, but we have determined that this account is not eligible to be reinstated.
  
  Thank you for your understanding.
  
  ***********************
  *************************
  ****************************************************************************************************
  
  Sincerely,
  
  Match Group

  Customer Answer

  Date: 07/10/2025

  I have reviewed the business response and accept this resolution as corporations do not care about individuals. 

• Initial Complaint

  Date:07/09/2025

  Type:Product 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.

  I was using hinge normally and I was interested in seeing my statistics using the app so I submitted a data request through the application. The next day, I was banned without reason and after submitting a thorough apology and unban request, this was denied. I find this extremely frustrating as the communication is non-existent.

  Business Response

  Date: 07/09/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  VIA ONLINE RESPONSE
  Re: BBB Complaint r: **********, Alijah  #********
  
  Good Morning,
  

  Please be advised that services within the Match Group family of businesses operate their own independent appeal processes. Users must submit an appeal request using the appropriate form and process for consideration. Hinge members must submit appeal requests to Hinge by following the instructions at ***********************************************************************************

  Hinge members who have already submitted an appeal request will receive a direct response to the appeal via the e-mail address associated with the Hinge account. We recommend checking junk and spam folders to ensure receipt of communication pertaining to the appeal.

  Sincerely,
  
  Match Group

  Customer Answer

  Date: 07/09/2025

  I am rejecting this response because:   I did exactly what they said and submitted a ban appeal apologizing and agreeing to continue to use Hinge in alignment with the terms and services and was swiftly rejected with no recourse or chance for rehabilitation.  I have used Match Group applications for 7 years and never had an issue but was banned from hinge in a matter of months with 0 clarification.  I do not agree with their decision to continue having me banned on the app.

  Business Response

  Date: 07/10/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  VIA ONLINE RESPONSE
  Re: BBB Complaint r: **********, Alijah  #********
  
  Good Morning,
  
  Unfortunately, if appeal request is denied the account will not be eligible for reinstatement unless the appeal decision is updated by Hinge to reflect otherwise.
  
  Thank you for your understanding.
  

  Sincerely,
  
  Match Group

  Customer Answer

  Date: 07/10/2025

  I am rejecting this response because:   I tried to appeal with hinge and i got response, "Our team has reviewed your appeal request and confirmed that you are in violation of our Terms of Service and our Community Guidelines. Therefore your account will remain banned. This decision is informed and final and subsequent appeals will not be considered." I'm uncertain about the specific reasons for my removal and which community guidelines I may have unknowingly violated. It seems that the actions taken against my account did not provide an opportunity for me to defend myself or gain insights into any potential mistakes. I kindly request a reconsideration of my removal, with the hope of being reinstated on the platform. I genuinely enjoyed using Hinge to connect with new people and explore meaningful connections, and I would appreciate the opportunity to continue doing so. Thank you for your time and consideration.

• Initial Complaint

  Date:07/09/2025

  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.

  Complaint against:Hinge / Match Group, Inc.Nature of complaint:Unfair and unexplained account ban despite being a respectful user.?Complaint:I am submitting this complaint regarding Hinge (operated by Match Group, ***** after my account was unfairly banned without explanation.I have always conducted myself respectfully on dating apps and have never had issues elsewhere. Shortly before my ban, I went on a single date with someone I met on Hinge. After realizing we did not have romantic chemistry, I politely let them know I did not wish to meet again. Unfortunately, this person began to harass me for weeks afterward through texts and social media. My Hinge account was banned soon after, which leads me to believe they may have submitted a retaliatory report against **** attempted to contact Hinge through their support channels to explain the situation and request a review, but have not received meaningful assistance or reinstatement of my account. As someone who recently moved to a new city, I was hoping to use the app to meet new friends and potential dates.I am asking for Hinge/Match Group to properly investigate my case, share the specific reason for the ban, and reinstate my account if no legitimate violation of community guidelines is found.Thank you for your help in resolving this matter.

  Business Response

  Date: 07/09/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  
  VIA ONLINE RESPONSE
  
  Re: BBB Complaint *******, Colby  #********
  
  Good Morning,
  
  We are forwarding this response on behalf of ***********
  
  Please be advised that Hinge has previously denied this appeal request. This process is not automated, and all appeal requests receive human review prior to the appeal decision being provided. Submitting additional appeal requests,including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or Match Group employees via email will be redirected to use the process outlined above.
  
  ************************************************************************************
  
  As explained in the Terms of Use, Hinge may, at its sole discretion,"terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services."Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate. Additionally,Hinge "may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime,Pairs, ParPerfeito, and Twoo."
  
  While we understand you may want additional detail, Hinge cannot disclose specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. This decision has been thoroughly reviewed and the ban will remain in place.
  
  We understand this is not the desired outcome, however, the Hinge account will remain banned and any new accounts created will also be subject to termination.
  
  Thank you for your understanding.
  
  ***********************
  *************************
  ****************************************************************************************************
  
  Sincerely,
  
  Match Group
  
  

  Customer Answer

  Date: 07/09/2025

  Thank you for forwarding Match Groups response to my complaint. While I appreciate that they claim to have conducted a human review, I remain concerned that my ban appears to have resulted from a false or retaliatory report after I politely declined to see someone again.
  
  
  I have never received any specific information about what part of the Terms of Use I allegedly violated, which prevents me from meaningfully addressing or disputing the claim. The companys refusal to share any detail undermines transparency and accountability, and I worry this policy allows malicious users to target others unfairly.
  
  
  I still respectfully request that Hinge/Match Group:
  
  
  Provide a clear explanation of what specific behavior or content led to the ban
  Reconsider reinstating my account, especially since Ive never had issues on other platforms and have always conducted myself respectfully
  
  
  
  I hope the BBB can help advocate for a fairer and more transparent review process.
  
  
  Thank you very much for your assistance.
  
  
  Sincerely,
  ***** *******
  

  Customer Answer

  Date: 07/09/2025

  I am rejecting this response because:   Thank you for forwarding Match Groups response to my complaint. While I appreciate that they claim to have conducted a human review, I remain concerned that my ban appears to have resulted from a false or retaliatory report after I politely declined to see someone again.
  
  
  I have never received any specific information about what part of the Terms of Use I allegedly violated, which prevents me from meaningfully addressing or disputing the claim. The companys refusal to share any detail undermines transparency and accountability, and I worry this policy allows malicious users to target others unfairly.
  
  
  I still respectfully request that Hinge/Match Group:
  
  
  Provide a clear explanation of what specific behavior or content led to the ban
  Reconsider reinstating my account, especially since Ive never had issues on other platforms and have always conducted myself respectfully
  
  
  
  I hope the BBB can help advocate for a fairer and more transparent review process.
  
  
  Thank you very much for your assistance.
  
  
  Sincerely,
  ***** *******

   

  Business Response

  Date: 07/10/2025

  Match Group Americas, LLC
  PO Box 25458
  ******, ********
  
  VIA ONLINE RESPONSE
  
  Re: BBB Complaint *******, Colby  #********
  
  Good Morning,
  
  We are forwarding this response on behalf of ***********
  
  Unfortunately, we are unable to disclose additional details beyond what is provided in the appeal communication due to privacy and security concerns.
  
  We understand this is not the requested outcome, but we have determined that this account is not eligible to be reinstated.
  
  Thank you for your understanding.
  
  ***********************
  *************************
  ****************************************************************************************************
  
  Sincerely,
  
  Match Group

  Customer Answer

  Date: 07/10/2025

  I am rejecting this response because:  
  
  I disagree with their final response as they provided no specifics and offered no real appeal process. This leaves consumers vulnerable to false reporting and arbitrary bans.
  

• Initial Complaint

  Date:07/08/2025

  Type:Sales and Advertising 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.

  my Hinge dating app account was banned without any warning, explanation, or evidence of a policy violation. I had purchased a 6-month subscription for over $100 in good faith and used the platform respectfully and in full compliance with its Terms of Service and Community Guidelines.I contacted Hinge (operated by Match Group******) to request clarification and appeal the ban, but I received no response. I was not informed of what rule I allegedly violated, the nature or date of the incident, or given any path to appeal. This lack of transparency and refusal to provide answers is unacceptable, especially for a paid service.I am now locked out of the service I paid for, and I have not been refunded for the remaining time on my subscription. As a paying customer, I feel this treatment is deceptive and possibly in violation of consumer protection laws, including the ************************ Act.I am asking Match Group, **** to:1.Provide a clear explanation of why my account was banned;******* a formal appeals process;3.Refund me for the unused portion of my 6-month subscription.I am seeking a fair and timely resolution to this matter.?? For the amount disputed, enter: $100 ? For desired settlement, choose: Refund and/or Explanation of Business Practice Let me know if youd like to plug in the actual date of your ban or purchase for extra

  Business Response

  Date: 07/09/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  
  VIA ONLINE RESPONSE
  
  Re: BBB Complaint  ****, **** #********
  
  Good Morning,
  
  We are forwarding this response on behalf of ***********
  
  Please be advised that Hinge has previously denied this appeal request. This process is not automated, and all appeal requests receive human review prior to the appeal decision being provided. Submitting additional appeal requests,including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or Match Group employees via email will be redirected to use the process outlined above.
  
  ************************************************************************************
  
  As explained in the Terms of Use, Hinge may, at its sole discretion,"terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services."Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate. Additionally,Hinge "may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime,Pairs, ParPerfeito, and Twoo."
  
  While we understand you may want additional detail, Hinge cannot disclose specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. This decision has been thoroughly reviewed and the ban will remain in place.
  
  We understand this is not the desired outcome, however, the Hinge account will remain banned and any new accounts created will also be subject to termination.
  
  Thank you for your understanding.
  
  ***********************
  *************************
  ****************************************************************************************************
  
  Sincerely,
  
  Match Group
  

  Customer Answer

  Date: 07/10/2025

  I am rejecting this response because:   Due for a fact I did not violate there policy if anything reported was false I may know who parties be to me decline someone after I Communicate communicated with them on the app then person after seeing them person given that we have mutal friend and also due to them and i being from the same religious and ethnic community with that they have caused me to banned due false and Fraudulent report, which intern got me banned from Hinge and hinge did not do the proper investigation or digging to have a better understanding what was possibly the cause and return the poor investigation is bad business for a paying customer to use their services or their app

  Business Response

  Date: 07/10/2025

  Match Group Americas, LLC
  PO Box 25458
  ******, ********
  
  VIA ONLINE RESPONSE
  
  Re: BBB Complaint  ****, **** #********
  
  Good Morning,
  
  We are forwarding this response on behalf of ***********
  
  Please note we are unable to disclose additional details beyond what is provided in the appeal communication due to privacy and security concerns.
  
  We understand this is not the requested outcome, but we have determined that this account is not eligible to be reinstated.
  
  Thank you for your understanding.
  
  ***********************
  *************************
  ****************************************************************************************************
  
  Sincerely,
  
  Match Group

  Customer Answer

  Date: 07/10/2025

  I am rejecting this response because:   

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 never used hinge. I have only used match's other app, tinder. I was banned from hinge without notice or reason.

  Business Response

  Date: 07/09/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  
  VIA ONLINE RESPONSE
  
  Re: BBB Complaint C, ******* #********
  
  Good Morning,
  
  We are forwarding this response on behalf of ***********
  
  Please be advised that Hinge has previously denied this appeal request. This process is not automated, and all appeal requests receive human review prior to the appeal decision being provided. Submitting additional appeal requests,including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or Match Group employees via email will be redirected to use the process outlined above.
  
  ************************************************************************************
  
  As explained in the Terms of Use, Hinge may,"terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services."Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate. Additionally,Hinge "may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime,Pairs, ParPerfeito, and Twoo."
  
  While we understand you may want additional detail, Hinge cannot disclose specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. This decision has been thoroughly reviewed and the ban will remain in place.
  
  We understand this is not the desired outcome, however, the Hinge account will remain banned and any new accounts created will also be subject to termination.
  
  Thank you for your understanding.
  
  ***********************
  *************************
  ****************************************************************************************************
  
  Sincerely,
  
  Match Group
  

  Customer Answer

  Date: 07/09/2025

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:07/08/2025

  Type:Billing 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.

  On or about June 11, 2025, I re-subscribed to Match.com, having been a member on and off for many years. My stored credit card did not appear when I was making the purchase, so I used my *************** credit card. The card was declined even though it was in excellent standing. The site said to use a different credit card so I used my ***** ********** card and it went through without difficulty. I called *************** to ask why the card was declined. I was told that *************** has red-flagged Match.com due to fradulent activity and because I had not previously used that card at that site and because Match is red-flagged, they viewed it as suspicious and declined payment. Within 24 hours Match had shut down my account due to "suspicious activity."I attempted more than a dozen times to email Match customer service, including filing what they identify as a "ban appeal." I never received an individualized response to correct the problem. Instead I received auto responses which in no way solved the issue. I didn't do anything wrong and Match has caused me extreme distress as I had had some connections already established and my account was removed through no cause of my own and was never given any help.I tried to set up a new account, but the site would not verify my phone number (presumably because it was blocked from their having removed my account). The message said contact customer service which is impossible as there are only auto responses with respect to my situation. At first, I wasn't even aware that they apparently credited my ***** Fargo account and I filed a complaint with the ***. The issue is they run a business and take no responsibility for interacting with customers who pay and set up an account. They should be shut down and don't deserve to do business in *****************.

  Business Response

  Date: 07/08/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  VIA ONLINE RESPONSE
  Re: BBB Complaint  ********, ***** #********
  
  Good Afternoon,

  Please note that members who have already submitted an appeal request will receive a direct response to the appeal via the e-mail address associated with the Match account after the account has been reviewed by a representative. Although Match strives to review appeals as promptly as possible, appeal requests are reviewed in the order they are received, and we are unable to expedite the position of an appeal request in the processing queue.

  In the interim, please be assured that the subscription associated with the account has been refunded to the original method of payment. However, funds may take 5-10 business days to be received.

  Thank you.

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

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

  Sincerely,
  
  Match Group

  Customer Answer

  Date: 07/08/2025

  I am rejecting this response because:   the only reason I filed an appeal is because Match refused to answer my multiple emails regarding this matter and it was impossible to reach any real person on Match to address this. ALL OF THE EMAILS ARE IN MATCH'S SYSTEM AS THEY WENT THROUGH THEIR "CUSTOMER REPLY" SYSTEM. THE ONLY REASON MY ACCOUNT WAS SHUT DOWN WAS BECAUSE *************** HAS MATCH.COM RED-FLAGGED IN THEIR SYSTEM AS A CENTER FOR FRAUD.  AS I HAD NOT USED MY BOF A CREDIT CARD PREVIOUSLY ON THIS SITE, BANK OF AMERICAN DECLINED THE TRANSACTION.  MATCH PENALIZED ME WHEN IN FACT IT IS THEIR PLATFORM WHICH CAUSED *************** TO RED-FLAG THE TRANSACTION BECAUSE THERE IS SO MUCH FRAUD ON MATCH.COM.  THE ACTION HAS CAUSED ME DISTRESS AND AS SOMEONE WHO IS RECOVERING FROM CANCER, I DON'T APPRECIATE IT.  A BUSINESS HAS TO ACCEPT RESPONSIBILITY FOR THEIR ACTIONS AND NOT RESPOND BY SAYING ESSENTIALLY THAT IT'S TOO BAD A CUSTOMER HAS TO WAIT UNTIL THEY GET TO THEIR REQUEST NO MATTER HOW LONG IT TAKES WHEN THEY IN FACT MIS-MANAGED THEIR CUSTOMER SUPPORT.  IT'S OUTRAGEOUS; I'M TREATED LIKE I DID SOMETHING WRONG WHICH I DIDN'T AND THERE IS ESSENTIALLY NO CUSTOMER SERVICE. ********************** SHOULD NOT BE ALLOWED TO OPERATE AS A BUSINESS AND SHOULD BE SHUT DOWN. WHILE I APPRECIATE THE BBB CONTACTING MATCH--LIKE EVERYTHING ELSE, THEY RESPOND WITH A CANNED EMAIL. THE BBB SHOULD RED-FLAG THEM AND NOT RECOMMEND THEM TO ANY CONSUMER.

   

  Business Response

  Date: 07/09/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  VIA ONLINE RESPONSE
  Re: BBB Complaint  ********, ***** #********
  
  Good Afternoon,
  
  Thank you for your response. Unfortunately, Match is only able to accept appeal requests submitted through the Match appeal form: ********************************************************************************************

  We encourage you to submit an appeal request for review so that it can be reviewed by our appeals team.

  As an additional note to address any misunderstanding, the transaction for this account was declined by the provider of the payment method associated with this account. Although ******************** does not have insight into the reasons why the financial institution may have declined the charges, we recommend contacting them directly for further details and questions regarding this decision.

  Thank you.

  ***************************************************
  *****************************************************
  
  Sincerely,
  
  Match Group

  Customer Answer

  Date: 07/13/2025

  I am rejecting this response because:   The response from Match is again an example of how they completely disregard communication from match members.  I told them repeatedly in multiple emails that the reason *************** declined the transaction was because *************** has RED-FLAGGED MATCH.COM AS A PLATFORM THAT HAS FRAUDULENT ACTIVITY.  As I had never used my BofA card to pay for a Match subscription and they flag the site for fraud, the transaction was declined.  Match repeatedly fails to accept their role as being a platform filled with fraud and instead penalizes me, someone who has used Match for years.  

  I have an additional complaint against Match which I will file separately with both the *** and BBB.  ************ should not be permitted to do business and this complaint process, while I appreciate the access, is worthless.

• Initial Complaint

  Date:07/07/2025

  Type:Product 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.

  transaction date June 30, 2025 Purchased a new membership and since this date I haven't been able to access this website. I paid $161.94 for six months membership. Every time I try to access my account, it giving me an error message. It gave me this email address to contact them "[email protected]. but no one has returned my inquiries. I also tried this email address "[email protected]" received an auto reply with my case #********. I also have another one ********. Multiple emails have been sent out asking for assistance. As a today no response. All I want is my refund of $161.94 or fix my account so I can access my profile.Thank you ******

  Business Response

  Date: 07/08/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  VIA ONLINE RESPONSE
  Re: BBB Complaint *****, Sandra  #********
  
  Good Morning,
  
  Our records show that an appeal request for this account has already been submitted through Match's appeal form: ********************************************************************************************

  A representative will review the appeal request and reply directly with an appeal decision after the review has been concluded.

  In the interim, please be assured that the subscription associated with this account has been fully refunded. Funds will be returned to the original method off payment and may take 5-10 business days to be received.

  Thank you.
  

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

  *****************************************************
  
  Sincerely,
  
  Match Group

• Initial Complaint

  Date:07/07/2025

  Type:Order 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.

  I signed up for a basic Match.com account, set up my profile, all is good. When I took the next step of signing up for premium, my account was locked out after about 2 minutes. The customer service FAQ lists "login to chat with customer service", but I cannot login because the password reset form does not send anything to my email (yes, I checked Junk/Spam/Ads on multiple devices/apps, etc.). Tried creating a separate account to chat with customer service; that gets locked out too. I've tried multiple customer service email addresses, tried pinging them on ********, absolutely ZERO response for a month. I do not like the idea of my dating profile being unattended with my personal details out there uncontrolled, but without any way of contacting this company that they will respond to, I have zero recourse to remove my information from their platform.

  Business Response

  Date: 07/08/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  VIA ONLINE RESPONSE
  Re: BBB Complaint *****, **** #********
  
  Good Morning,
  

  Match users who believe their account may have been suspended in error may submit an appeal request by following the instructions at ********************************************************************************************

  A representative will review the appeal request and reply directly with an appeal decision after the request has been reviewed.

  In the interim, please be assured that this account's purchase has been fully refunded. Funds will be returned to the original method of payment and may take 5-10 business days to be received.

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

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

  Sincerely,

  Match Group

• Initial Complaint

  Date:07/07/2025

  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.

  I was recently, wrongfully banned from match.com for no apparent reason. When I inquired repeatedly asking for an explanation, I did not receive a response. If they are going to ban you, they should provide an explanation rather than leaving a member in suspense. I strongly feel that I am entitled to a reason since I do not feel that I violated their guidelines in any fashion.

  Business Response

  Date: 07/08/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  VIA ONLINE RESPONSE
  Re: BBB Complaint G, Annie  #********
  
  Good Morning,
  

  Our records show Match responded to the appeal request for this account in ticket 12403885. Please refer to this correspondence, sent to the e-mail address linked to the account, for further details.

  As noted in this prior communication, this Match account is not able to be reactivated. However, you may create a new Match account to continue using the service.

  We apologize for any inconvenience.

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

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

  Sincerely,

  Match Group

  Customer Answer

  Date: 07/08/2025

  I am rejecting this response because I specifically requested an explanation as to why my account was banned. I do not believe I violated any match.com guidelines & would like a reason WHY?

  Customer Answer

  Date: 07/08/2025

  I am certainly entitled to a detailed explanation as to why I was banned.

  Business Response

  Date: 07/09/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  VIA ONLINE RESPONSE
  Re: BBB Complaint G, Annie  #********
  
  Good Morning,
  
  Unfortunately, we are unable to disclose additional details beyond what is provided in the appeal communication due to privacy and security concerns.
  
  Thank you for your understanding.

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

  Sincerely,

  Match Group

  Customer Answer

  Date: 07/09/2025

  I strongly feel that I am entitleded to an explanation. If a viewer violated the match.com guidelines regarding my profile, I am entitled to receiving an explanation whether that is the case. If that is the case, I would feel uncomfortable creating a new account. 

  Customer Answer

  Date: 07/09/2025

  I am rejecting this response because match is being very uncooperative & unrealistic. I am requesting a reason why zi was banned from web site. 

  Customer Answer

  Date: 07/15/2025

  Since match group is refusing to provide a reason as to why I was banned, I am requesting that they provide me w/ my detailed profile in order to use so that I could create a new profile. I did not save it.

  Customer Answer

  Date: 07/16/2025

  This morning, I received an email from ******* @ Match Group informing me that I would receive an email from her to reset my password. However, it was not sent.

• Initial Complaint

  Date:07/07/2025

  Type:Product 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.

  Match.com unfairly and unethically terminated my account when I did nothing to violate their rules and regulations.

  Business Response

  Date: 07/08/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  VIA ONLINE RESPONSE
  Re: BBB Complaint  ********, Paul  #********
  
  Good Morning,
  

  Match members who believe their account may have been suspended in error may submit an appeal request by following the instructions at ********************************************************************************************

  Match is only able to accept appeal requests submitted through this form. A representative will review the appeal request and reply directly with an appeal decision after the appeal request is completed. Although we will strive to review all appeals as promptly as possible, we note that all appeal requests are answered in the order they are received.

  Be assured that the subscription with this account has been fully refunded to the original method of payment, though receipt of funds may take 5-10 business days. We recommend contacting the payment method provider for further inquiries regarding the availability of funds. 

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

  *****************************************************
  
  Sincerely,
  
  Match Group

  Customer Answer

  Date: 07/08/2025

  I am rejecting this response because I submitted my appeal to Match.com as per their request. In my appeal, I re-iterated that I have been a long-time member for many years. During my membership, I have always followed the rules and regulations. I specifically asked for an explanation of what constitutes "suspicious activity". Match.com still has not answered my question and has not provided a specific definition or explanation to me. Therefore, my account should be re-instated. 

  Match.com then denied my appeal without providing any reason or justification for denying my appeal. Their entire message was that my appeal is denied and we know this is not the outcome that I wanted. 

   

  Business Response

  Date: 07/09/2025

  Match Group Americas, LLC
  PO Box 25458
  ****************
  VIA ONLINE RESPONSE
  Re: BBB Complaint  ********, Paul  #********
  
  Good Morning,
  
  Unfortunately, we are unable to disclose additional details beyond what is provided in the appeal communication due to privacy and security concerns. 

  Thank you for your understanding.

  ***************************************************
  *****************************************************
  
  Sincerely,
  
  Match Group

  Customer Answer

  Date: 07/09/2025

  I am rejecting this response because the response from the business fails to address the problem at all. The business is refusing to provide proof of any kind that my account has been hacked or tampered with in any way. In the absence of any proof, there is no reason or justification for the business to terminate my account.