Business Profile

Online Dating Services

Match Group Americas, LLC

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

4,114 total complaints in the last 3 years.
1,928 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:04/24/2023
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.
My problem is very simple and quite common with this business. I have been banned from the app for no reason. After contacting them about it, they did not explain any further. For that reason I think they are simply discriminating against people. All I'm asking for is to get my account back.
Business Response
Date: 04/24/2023
Match Group
PO Box 25458
******, ** 75225
April 24, 2023
VIA ONLINE RESPONS

Re: Complaint ID

Good Morning,
Please be advised that we are relaying this response on behalf of Hinge.

As indicated in this complaint, Hinge has previously denied this appeal request. Please understand that this decision is not automated, and submitting additional appeal requests,including through this channel, will not impact our decision.

To summarize, ******* was banned from Hinge for violations of the Hinge Terms of Use. As explained in these 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.

We understand that ******* may want additional details. However,as we previously explained in our denial of this appeal, we are unable to discuss further specifics of this decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed, and this ban is proper.

We understand this is not the decision ******* would like, but they will remain banned from Hinge. Any new accounts ******* creates will also be subject to termination.

Thank you for your understanding.

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

Sincerely,

Match Group
Initial Complaint
Date:04/24/2023
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 am rejecting this response because: I am sure I did not violate the terms of use of match.com and the business hasb failed to disclose which of my actions violates their policies. I think the business is being vague and is trying to avoid taking responsibilities.hey basically absconded with my money as I was a paying customer on ********************** and they couldn't even tell me why I was banned. I believe this is a strong violation of my rights. Not to talk about the antitrust issues of the Match group monopolizing all the dating platforms out there. And I would like to request the restoration of all my dating profiles with Match Group, as well as an apology from the company due to wrongfully banning me and not providing adequate customer support services.
Business Response
Date: 04/24/2023
Match Group
PO Box 25458
******, ** 75225
April 24, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Afternoon,

Please be advised that we are forwarding this response on behalf of Hinge.

We have reviewed our records and can confirm that Hinge made the decision to ban ********** after we received report(s) of behavior that violates our Terms of Use. Due to the nature of the report(s) a warning was not appropriate or consistent with our policies,and Otitoaleke was banned from Hinge. We believe this to be in the best interest of our member community. Per the Hinge 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. Further, 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, ***********, and Twoo."

In order to protect the privacy of our users and maintain the integrity of the reporting process, Hinge does not disclose specifics regarding any report(s)submitted. We understand that Otitoaleke may want further details, but hope they can appreciate that these policies protect all users including them.

While we understand that Otitoaleke may remain dissatisfied with our response, we cannot compromise the *************** by reinstating this account. In addition, any new accounts Otitoaleke creates will also be subject to termination.Be advised that submitting additional appeals after receiving a response,including through this channel, will not impact our decision.

Thank you for your understanding.

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

Sincerely,

Match Group
Business Response
Date: 04/27/2023
Match Group
PO Box 25458
******, ** 75225
April 27, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Afternoon,

Please be advised that we are forwarding this response on behalf of Hinge.

VIA ONLINE RESPONSE

Re: Complaint ID

Good Morning,

We understand that this is not the outcome Otitoaleke may want. However, they will remain banned as indicated in our initial reply. Although Otitoaleke may want additional specifics of this decision, Hinge is unable to disclose details due to privacy and security concerns.

We believe that our responses have fully addressed both the request for further detail and the request for reinstatement, and we consider this matter closed.

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

Sincerely,

Match Group
Customer Answer
Date: 04/27/2023
I am rejecting this response because: either there's a mistaken identity or my account was hijacked or there's a false accusation.
Please I implore you to look further into this matter. Thanks for your kind attend.
Initial Complaint
Date:04/24/2023
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.
I had been using hinge app and was banned. I emailed support and they would not let me know why. However, the continued to bill me for premium services even though I was banned. I seek to be unbanned. I did not violate any TOS.
Business Response
Date: 04/24/2023
Hinge, Inc.
PO Box 25458
******, ** 75225
April 24, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Morning,

As indicated in this complaint, Hinge has previously denied this appeal request. Please understand that this decision is not automated, and submitting additional appeal requests,including through this channel, will not impact our decision.

To summarize, **** was banned from Hinge for violations of the Hinge Terms of Use. As explained in these 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.

We understand that *************** want additional details. However, as we previously explained in our denial of this appeal, we are unable to discuss further specifics of this decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed, and this ban is proper.

We understand this is not the decision **** would like, but they will remain banned from Hinge. Any new accounts **** creates will also be subject to termination.

Please be advised, **** purchased their subscription through Apple, therefore, we are unable to assist with cancellation or refund requests in this case. Instead, they may contact Apple directly at the following link: ***********************************.

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

Sincerely,

Hinge
Initial Complaint
Date:04/24/2023
Type:Customer Service 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 reviewed the business response and accept this resolution.
Business Response
Date: 04/24/2023
Match Group
PO Box 25458
******, ** 75225
April 23, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Morning,
Be advised that we are relaying this response on behalf of Hinge.

As indicated in this complaint, Hinge has previously denied this appeal request. Please understand that this decision is not automated, and submitting additional appeal requests,including through this channel, will not impact our decision. This denial is not an error, and is proper.

To summarize, ***** was banned from Hinge for violations of the Hinge Terms of Use. As explained in these 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.

We understand that ***************** want additional details. However,as we previously explained in our denial of this appeal, we are unable to discuss further specifics of this decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed, and this ban is proper.

We understand this is not the decision ***** would like, but they will remain banned from Hinge. Any new accounts ***** creates will also be subject to termination.

Thank you for your understanding.

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

Sincerely,
Match Group
Initial Complaint
Date:04/24/2023
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 am rejecting this response because: They are keeping my personal data on file, I do not consent to them keeping my data on file, they must be holding this data on file because how else will they ban any future accounts forever without storing some of my data. Also how is it acceptable to ban a user that has paid a $250 lifetime membership without any explanation. I have had many successful interactions with people on Hinge and the profiles I've been setting up have been to find a proper relationship and date properly. Their system is subject to trolls just reporting anyone that they want to and that resulting in a lifetime ban, which is wild, banned for an entire lifetime. If they are going to do this then I would like a refund of my lifetime membership that I paid.o find a proper relationship and have had many great dates from there in the past. It is a huge mental health issue to deal with this.
Business Response
Date: 04/24/2023
Match Group
PO Box 25458
******, ** 75225
April 20, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Morning,
Be advised that we are responding on behalf of Hinge.

We have reviewed our records and can confirm that Hinge made the decision to ban ***** after we received report(s) of behavior that violates our Terms of Use. Due to the nature of the report(s) a warning was not appropriate or consistent with our policies, and ***** was banned from Hinge. We believe this to be in the best interest of our member community. Per the Hinge 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. Further, the Hinge Terms of Use require that "you have not previously been removed from our Services or our affiliates services by us or our affiliates, unless you have our express written permission to create a new account." Therefore, attempting to re-join Hinge without our authorization as described in this complaint is a further violation of the Hinge Terms of Use.

In order to protect the privacy of our users and maintain the integrity of the reporting process, Hinge does not disclose specifics regarding any report(s) submitted. We understand that ***************** want further details, but hope they can appreciate that these policies protect all users including them.

While we understand that ***************** remain dissatisfied with our response, we cannot compromise the *************** by reinstating this account. In addition, any new accounts ***** creates will also be subject to termination. Be advised that submitting additional appeals after receiving a response, including through this channel, will not impact our decision.

Thank you for your understanding.

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

Sincerely,

Match Group
Customer Answer
Date: 04/25/2023
alternatively I would accept them giving me permission to come back on to Hinge again. It severely impacts my ability to date, not being on this app, and regardless of the past decisions I would like to be able to make a new profile on here, if they are not going to refund me, then wipe my data clean and allow me to start a new profile from scratch, they will be able to see my new profile intends on properly dating and finding a life partner, it is likely my last profile was flagged by someone that doesn't like me such as an ex-girlfriend and the automated system acted without considering what was fair or legitimate
Business Response
Date: 04/26/2023
Match Group
PO Box 25458
******, ** 75225
April 26, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Morning,

Be advised that we are responding on behalf of Hinge.

After an account is closed the profile is no longer visible on the service and data is retained and disposed of in accordance with the Hinge Privacy Policy. As explained in the Hinge Privacy Policy, part of the Hinge Terms of Use that all members must read and agree to prior to joining Hinge, Hinge may maintain "data necessary to prevent users who were banned or people who were found to be under the age of 18 from opening a new account, for as long as necessary to ensure the safety and vital interests of our users." The Hinge Terms of Use also state 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." Therefore, a refund will not be issued.

To reiterate, ***** will remain banned. ***** has not been granted permission to create a new Hinge account, and any new accounts ***** creates will also be subject to termination. We believe our responses have fully addressed this request for reinstatement and we consider this matter closed.

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

Sincerely,

Match Group
Customer Answer
Date: 04/26/2023
I am rejecting this response because:
I was probably targetted by people on the app for being trans, just transphobic people reporting me, I will be contacting my friends in the media about this if it isn't solved.
Initial Complaint
Date:04/24/2023
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 ********************* am traveling to my ************ for two weeks and ****** for one week from April 24 until May 14 and am not able to respond , also I have surgery on May 16 and I am going to send my travel ticket and my surgery papers also gift cards for 3000.00$ that match asked me to buy but after my surgery. I hope you give me this time to follow up .
Business Response
Date: 04/24/2023
Match Group, LLC
PO Box 25458
******, ** 75225
April 24, 2023
VIA ONLINE RESPONSE

Re: Complaint ID

Good Morning,

We can confirm that this e-mail address provided links to a previous Match account. However, this account was closed after Match received a chargeback dispute for a purchase of $277.30 dated 2/28/23. This charge was returned to the financial institution or card provider on 4/20/23 as they had indicated the charge was fraudulent, and we recommend contacting them for further details as to when the funds may become available. This account and the associated payment method have both been blocked on Match so that no further fraudulent charges may be made.
Regarding the phone call described in this concern, Match ************* does not offer phone support and offers members support via e-mail or live chat. Further, Match will never ask members to purchase gift cards in exchange for assistance. Based on this description, it appears that ***** contacted fraudsters posing as Match. Match's Online Dating Safety Tips urge members to block and report any user asking for personal information or making "requests for money or donations," and provides a link to the FTC's website for further recommendations on avoiding financial scams. Although we are unable to assist with issues relating to this phone call,, we recommend ***** report this scam to their local authorities as soon as possible. Should law enforcement need further information, they may contact our legal department directly for additional support..

*************************************************************************************************************
*******************************************************
**************************************************************
Sincerely,

Match Group
Initial Complaint
Date:04/20/2023
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.
Hello, I was banned on Hinge roughly a year ago with no follow-up as to why or reply to my appeal. I had simply created and deleted my account several times in the period of using the app because I did not want my data stored during the periods where I would not use the app however I did not believe this was against the ToS of the company as it is simply a means to protect your data and likeness while not actively using a service. I would like my account to be reinstated as I also purchase premium services and was unable to use those services
Business Response
Date: 04/20/2023
Hinge, Inc.
PO Box 25458
******, ** 75225
April 20, 2023
VIA ONLINE RESPONSE
Re: Complaint ID
Good Morning,
Our records show Hinge accepted this appeal and this account was reinstated. We ************************* will enjoy Hinge going forward.
Sincerely,
Hinge
Initial Complaint
Date:04/18/2023
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 am rejecting this response because:
I did not violate terms of service. I have carefully reviewed their policies and could not locate anything that matches with my character or behavior on the app. If Hinge cant point to the exact violation then how do we know I violated anything?
Up until my recent subscription I had not been very active on the app and was not matching with other users. There was no communication to review. I did not use any profanity, racial, political or sexually indecent or violent remarks. I had been using the app on and off for a little over a year with not a very high success rate. I revived very few matches. Sometimes I used the free version and other times I paid. I rarely received matches and mostly liked photos and comments. I didnt share copyrighted materials. I did not create fake/duplicate accounts.
This is not a matter of asking for other user information. Its that there is no defined violation in Hinges response. For example there should at least be verbiage that points directly to the policy violation. Such as user engaged in a specific misconduct The response has no transparency. How do I know as the consumer that Hinge is not engaging in unfair business practice? They cant even cancel my subscription. I have cancelled it but how many customers are getting confused over opaque bans and then Hinge continues to receive money if the customer doesnt cancel while banning by them from the service. I know this is legal but its not a savory business practice. Does not protect the consumer.
I will reiterate that it seems suspicious that I paid for a premium membership. Updated my photos. Paid to boost my profile. Received the most matches I ever had on the site and then subsequently was banned. In addition to that from what I have discovered is that I was being shadow banned a few days before the ban. But Hinge was not being forthcoming about the shadow ban. I have included previous correspondence questioning why the boost feature was giving me a transaction error. I was told by customer service to update the application. I checked that it was updated and responded with a screenshot of the error I was receiving. That was on 4/15/23. Why didnt hinge support inform of the ban? It would appear they were lying to me about the cause of the malfunction. This is hiding their business practice from me the consumer. I have attached this in my rejection.
Stating that the review was warranted is not good enough. I have done nothing wrong. Lastly please review my communication that I sent to Hinge pleading that I be reinstated. Im a human being. This has been a harsh past few years for lots of people and I am one of them. There should be allowed some mediation and transparency to at best correct and unknown misdoing which this could be at the very least.
I am trying to reach a resolution and move forward as Id ultimately like to keep using the app as it has been the most successful app I have used and is the only social dating application I have available. I would not be making this complaint if I truly had done something to violate the companies policies.
Please take this into consideration and if not then I hope this applies insight for Hinge to rethink their business practices and appeals moving forward.
pecially ones that are adhering to their rules. I have attached my correspondence with the company that I had today 4/17/23.
Business Response
Date: 04/18/2023
Hinge, Inc.
PO Box 25458
******, ** 75225
April 18, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Morning,

As indicated in this complaint, Hinge has previously denied this appeal request. Please understand that this decision is not automated, and submitting additional appeal requests,including through this channel, will not impact our decision.

To summarize, *********** was banned from Hinge for violations of the Hinge Terms of Use. As explained in these 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.

We understand that ***************************** want additional details. However, as we previously explained in our denial of this appeal, we are unable to discuss further specifics of this decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed,and this ban is proper.

We understand this is not the decision *********** would like, but they will remain banned from Hinge. Any new accounts *********** creates will also be subject to termination.

Please be advised, *********** purchased their subscription through Apple, therefore, we are unable to assist with cancellation or refund requests in this case. Instead, they may contact Apple directly at the following link: ***********************************.

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

Sincerely,

Hinge
Business Response
Date: 04/26/2023
Hinge, Inc.
PO Box 25458
******, ** 75225
April 25, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Morning,

We understand this is not ***********'s requested outcome, but they will remain banned. As we have explained in prior responses, Hinge is unable to disclose additional specifics due to privacy and security concerns.
We believe our response has fully addressed this request for reinstatement and we consider this matter closed.

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

Sincerely,

Hinge
Customer Answer
Date: 04/26/2023
I am rejecting this response because:
I am rejecting this response in hopes that this brings awareness to other consumers that have also spent money on this site for services not rendered and for convoluted and opaque business practices.
This is approximately $80 in the span of a few weeks without a refund and without a transparent explanation for the reason for banning.
I understand the guidelines. If I could make an analogy this would be like getting arrested for a crime and during the arraignment the judge tells the defendant that they have committed a crime, list all the crimes someone could go to jail for and end it by saying the defendant committed one of the crimes named but they couldnt explain to the defendant which crime was committed.
Obviously this is much different but the analogy illustrates my point. Hinge is saying that I broke a guideline in their policy, attaches the list of guidelines, takes my money and says you cant use our services anymore and you need to trust that were correct. When they arent correct. And its obvious that they cant provide any actual tangible proof that any violation was committed. Essentially I would say they are criminals here because they took my money without rendering the service.
That is exactly how it is. There isnt any other way to read this. Its as simple as indicating the nature of the violation. If you cant do that then again they are engaging in nefarious business practice.
There needs to be additional recourse for technology products that are integrated with peoples lives in this case, dating. This is how people date now.
Hinge is essentially given the authority to say youre not allowed to date without any satisfactory explanation that ensures any kind of trust with the consumers paying them and providing their personal information. People need to be aware of this.
If there was a violation there is no excuse why Hinge cannot state what the exact violation was while protecting user privacy. Its as simple as that.
Customer Answer
Date: 04/26/2023
I just want to supplement my complaint with some attachments from social media. It appears that Hinge has a history of banning and taking consumers money without explanation. Including celebrities.
This company needs to be investigated for fraud.
Customer Answer
Date: 04/26/2023
I just want to supplement my complaint with some attachments from social media. It appears that Hinge has a history of banning and taking consumers money without explanation. Including celebrities.
This company needs to be investigated for fraud.
Initial Complaint
Date:04/17/2023
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 am rejecting this response because: I cancelled within days. No options and not explain when sign up.
***
Business Response
Date: 04/18/2023
Match Group, LLC
PO Box 25458
******, ** 75225
April 18, 2023
VIA ONLINE RESPONSE
Re: Complaint ID
Good Morning,
Our records show that *** contacted Match ************* regarding this issue on 4/9/23. *** was advised that a three-month subscription had been elected with the option to pay in installments. As explained in the Match Terms of Use: "You will be charged the full price of the qualifying product you selected spread equally over one initial payment due at the time of purchase and three subsequent payments (provided, however, that if the full price is not evenly divisible by four, your final payment amount *** be smaller). The three subsequent payments will be charged in the increments you selected as part of your subscription plan. No interest or finance charges apply to this installment plan purchase. Any interest, finance charges or fees assessed by the issuer of your Payment Method *** still apply. You are personally responsible for any applicable state, federal or other taxes that *** be associated with your purchase of Services unless noted otherwise."
The first installment was paid 3/25/23 and the second installment was paid 4/8/23. This aligns with the selected subscription option and the installments agreed to. This means that two installment payments for this purchase are still pending. We do see that this subscription has been cancelled, and will therefore not automatically renew following the expiration of the existing purchase. However, any outstanding installment payments will remain due as explained in the Match Terms of Use.
****************************************
Sincerely,
Match Group
Business Response
Date: 04/26/2023
Match Group, LLC
PO Box 25458
******, ** 75225
April 26, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Morning,

As per the Match Terms of Use, which all members must read and agree to prior to joining Match, " If you cancel your subscription prior to completing all payments due, unless otherwise required by applicable law, the remaining balance of the subscription will remain due and payable pursuant to the installment payment schedule you agreed to." This information is also presented to members on our offerings and pricing page alongside the option to select installment payments.

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

Sincerely,

Match Group
Initial Complaint
Date:04/17/2023
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.
I am rejecting this response because:
The problem does not concern Hinge. I have not filed a complaint for Hinge. I filed a complaint against Match.com for not explaining why I was banned. I don't even understand where ***** came from. I am concerned about the lack of comprehension. This does not even scratch the surface.
nnot reactivate my account. I sent two mail pieces and several email messages. Nobody got back to me about returning my payment of $149.94. I also want to cancel my membership, but because I cannot access my account I cannot cancel my membership. I also would like to ask to cancel my membership to prevent future recurring payments. After I made the payment, this is the message I saw on my screen:Your subscription will auto-renew for the same price ($149.94) and package length until you cancel, at any time, via Account Settings. Nobody from Match.com will respond to my requests. The mail messages I received are written by people who are absolutely clueless about what is going on.I talked to someone at match.com on March 30, 2023. He told me that my account was blocked due to a violation. I need to know what violation this is. I did not do anything to violate anything. I do not have the slightest clue what this could be. I have been left in the dark for weeks without any explanation what this is about.
Business Response
Date: 04/26/2023
Match Group, LLC
PO Box 25458
******, ** 75225
April 25, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Morning,

To clarify any misunderstanding, this Match account was banned in accordance with the Hinge Terms of Use, which explain that 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, ***********, and Twoo." However, as Hinge has accepted Alev's appeal request, the corresponding Match account has also been reinstated following review by the Match team.

Please note that this account remains active, and a new subscription was purchased 4/24/23. Please note that every new subscription will automatically renew until cancelled. We also see that the funds for the previous purchase of $149.94 were refunded to the original method of payment on 4/4/23. We recommend contacting the financial institution or card provider for further details. The subscription was cancelled when the purchase was refunded. However, the new subscription purchased 4/24/23 remains active as we do not show that a cancellation of this new subscription has been received. Please note that any new subscription will automatically renew until cancelled as explained in the Match Terms of Use. Instructions for cancelling a subscription may be found here: *****************************************************************************

Sincerely,

Match Group
Customer Answer
Date: 04/26/2023
I am rejecting this response because:
Thank you for taking the time for an explanation. I still do not understand how I am involved with Hinge.
I was billed by match.com in the amount of $45.99 on April 24, 2023 and in the amount of $149.94 on April 25, 2023. That means, I was billed two days in a row.

Can you please remove the payment of $45.99 and let me know?

Thank you,
Customer Answer
Date: 04/29/2023
Two separate payments with a total of $195.93 was charged to my credit card for a one-month subscription to end on May 24, 2023. This doesn't seem right and this needs to be corrected. Thank you.
Business Response
Date: 05/09/2023
Match Group, LLC
PO Box 25458
******, ** 75225
May 9, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Morning,

Please be advised that Match received a dispute for the charge of $149.94 from ****** financial institution. Please be advise that, because this charge was disputed by ****'s financial institution as fraudulent, it became subject to the chargeback process. During this review it was determined that the charge was legitimate and the funds were awarded back to Match. Please be advised that we will not be able to offer further refunds on this charge as the funds were disputed. We recommend that Alev contact their financial institution for further details. Please be advised that we have issued a courtesy refund of the $45.99 purchase as a one-time courtesy despite this. However, this account will remain closed due to the financial dispute referenced. As explained in the Match Terms of Use, "If you initiate a chargeback or otherwise reverse a payment made with your **************** Account, ******************** may terminate your account immediately in its sole discretion, on the basis that you have determined that you do not want a Match subscription.."

Sincerely,

Match Group
Customer Answer
Date: 05/09/2023
I am rejecting this response because:
I signed up for Match.com on March 29, 2023 to which I have had no access to.When I contacted Match I found out I was banned. I contacted Match for several weeks with no response at all. I made phone calls, sent letters and sent e-mail messages to find out why. To no avail. Match.com did not respond to my messages for weeks. I contacted ******* to ask for a refund.
In April I found out that my account was reinstated for a mysterious reason just the way it was terminated. I signed up by paying $45.99. Then I found out that Match charged me $149.94 on top of it on the same day. As of today, my match account is terminated only after using it for two weeks after paying a total of $195.93. I received a message from Match through BBB that my fee will not be refunded. I ask that the amount of $149.94 is returned for a membership I never had access to.
On May 2, ****** sent me the message below which is not accurate because the amount of $149.94 has not been refunded. I dont understand why Match.com engages in such deceiving activities.
-------------------
**************** (Match)
May 2, 2023, 4:05 PM CDT
Hi Alev ,

We can confirm that your account has been fully refunded in the amount of $149.94 for the six months subscrition. Your financial institution can provide you more details about when it will appear on your statement, when the funds will be available to you, etc.

Best,

Match Customer Care
---------------
As a result, I ask that the amount of $149.94 is returned for a membership I never had access to.

Business Response
Date: 05/09/2023
PO Box 25458
******, ** 75225
May 9, 2023
VIA ONLINE RESPONSE
Re: Complaint ID

Good Morning,

As explained in our previous response, the provider of the payment method initiated a chargeback dispute for this transaction of $149.94. The chargeback review concluded that the transaction was fraudulent, and therefore the funds were awarded back to Match. Due to this charge being disputed, Match can no longer offer a courtesy refund for this transaction.

If Alev did not request that this charge be disputed, we recommend contacting the financial institution of record for inquiries as to why the dispute was opened.

Sincerely,

Match Group
Customer Answer
Date: 05/09/2023
I am rejecting this response because:
As of today, my account shows that ********************** charged my credit card company in the amount of $149.94 on April 25. I have to pay that amount to ******* because Match.com charged me for an account to which I have no access. This has been going on since March 30, 2023. What is the point of paying the amount of $149.94 for a membership which I cannot use? I am responsible to pay that fee to my credit card company. I ask that Match.com return the amount of $149.94.
Business Response
Date: 04/23/2023
Hinge, Inc.
PO Box 25458
******, ** 75225
April 23, 2023
VIA ONLINE RESPONSE
Re: Complaint ID
Good Morning,

This concern appears to have been addressed by Hinge support directly, as our records indicate ****'s appeal was accepted and their account was reinstated. We hope they will enjoy Hinge going forward.

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

Sincerely,

Hinge
Customer Answer
Date: 05/09/2023
March 29 * Signed up for Match.com
March 30 * Found out that I am banned from Match.com
Early April * I filed dispute with ******* for match.com not allowing me to access my account
April * ******* finalized the dispute. To my knowledge, the case was closed.
April 24 * I found out Match.com reinstated my account
April 24 * I signed up for a one*month membership with match.com by paying $54.99
April 25 * I found out that I was charged again by match.com in the amount of $149.94 for a three*month membership. I only signed up for one month.
Late April * I asked Match to return the amount of $54.99
May 2 * Message from ************** at match.com says that the amount of $149.94 has been refunded. Today is May 9. It still has not been refunded.
May 9 I received a message from Match.com that the amount of $149.94 will not be refunded.
May 9 I contacted ******* to file dispute.

Fact : After my match.com account was reinstated on April 24,2025, I have not filed a credit card dispute against Match.com for the payment.However, I did file a dispute after reading the message by Match.com in the morning of May 9, 2023. To my knowledge, there was no active credit card dispute in place until I received the message form match.com on May 9, 2023.

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