I agreed to sign up for one month of access to Zoosk in Oct. 2010. For $29.95 Then in Dec. Of 2010 Zoosk debited an additional $29.95 from my bank account. I contacted my bank and I contacted Zoosk. Zoosk claims that I agreed to a recurring monthly charge in the fine print of their Terms Of Service. Until I see money in the bank this issue is yet unresolved. The following is an extract of the e-mails between myself and Zoosk reps. Me: " hi, i signed up 2 months ago for a one time fee of $29.95 non-recurring. Today
my bank account was debited an additional $29.95-please refund this $29.95
direct back into my bank account immediately. My thanks for your cooperation.
Zoosk: "
Thanks for contacting Zoosk. We are happy to have you with us as a
Subscriber. All Zoosk Subscriptions paid for with a credit card
automatically renew at the end of each billing cycle. This policy is
explained at the time of purchase. It is also explained in the Zoosk
Terms of Service.
If you would prefer to not renew your Subscription, please follow the
cancellation instructions below:
-Click on 'settings', found at the top of any Zoosk.com page
-Click on 'Subscription', found on the left side of the page
-Click on 'Cancel My Subscription'
-To proceed with the cancellation click No, please cancel my Subscription
-Provide an answer to one of the survey questions to successfully
complete the cancellation
When the cancellation is complete, you will see a screen that confirms
the cancellation. You will also receive an email confirming the
cancellation.
Once you cancel, your Subscription will expire at the end of your
billing cycle: 01/12
You have Subscriber benefits until the end
of your billing cycle because you have paid for this time
and all Subscription fees are non-refundable.
Please be aware that if you deactivate your Zoosk account after
canceling the Subscription you will forfeit any remaining time on the
Subscription.
If you change your mind after canceling and want your Subscription to
renew, click 'settings', then click 'Subscription', then click
'Reactivate'.
After you cancel, you will have a free Member profile. To deactivate
and remove your free profile from Zoosk.com, click 'settings', then
click 'Account', and then click 'Deactivate Your Zoosk Account'. You
will be prompted to confirm the deactivation. If you reconsider, click
'Don't Deactivate, I want to flirt!' Or to confirm the deactivation,
click 'Deactivate Zoosk Account'.
Again, we appreciate that you are a Subscriber on Zoosk.
Best regards,
Veronique
Zoosk Customer Support
Me: "hi, i will cancel my account and i stopped payment at my bank. This
billing practice is nefarious b/c i paid for i month access at $29.95
back in October. There is no recurring charge outlined in your billing
for a one time, 1 month access purchase. Zoosk attempted to commit theft
from my bank account! I never had this problem w / one time purchases
from Zoosk before, so i'll consider it an error by Zoosk. I am
disapointed that Zoosk would not act in good faith to reverse the
erroneous charges. I express zero confidence in Zoosk billing practices since i bought in for 29.95 for
one month and did not have reason to believe it was a recurring charge. You've failed to
provide an adequate response to refund the additional, unauthorized charges to my bank
account. Without your cooperation, my only recourse is to file complaints against Zoosk
w / my bank and w / my states Attorney General. It would be much more beneficial to both of
us if you'd just do the right thing by refunding the 29.95 that you took for December
when I only signed up for 1 months service in October!
Zoosk: " Thank you for contacting Zoosk Customer Support. Im sorry that you are
disappointed with your recent Subscription purchase. Please recall that
we displayed a confirmation screen before completing the transaction.
This screen showed the total purchase amount, including all applicable
taxes and Activation Fees.in order to complete the purchase you were
required to view and accept this confirmation. We have established this
confirmation procedure because all Subscription purchases are
non-refundable.
Subscriptions purchased with a credit card will auto-renew. Zoosks
renewal policy is outlined during the purchase process. It is also
stated in the Terms of Service and Help section: http://www.zoosk.com/tos
Your canceled Subscription will expire at the end of your billing cycle:
January 12.
You have Subscriber benefits until the end of your billing cycle because
you have paid for this time. Please be aware that if you deactivate your
Zoosk account after canceling the Subscription, all Subscriber features
will be forfeited.
We appreciate your interest in Zoosk, and we apologize for any
inconvenience.
Best regards,
Chris
Zoosk Customer Support
ME: " Extract from The Terms Of Use states in part: " (b) Recurring Billing. Most
subscription plans to the Services consist of recurring periodic charges as agreed to
by you." Zoosk advertises a three tier billing menu which misleads a consumer to
believe that we are paying a one time fee for pay as you go access to Zoosk. I've tried
several times to communicate in good faith that the recurring fee was a surprise to me
that I did not stipulate to agree. The simple resolution is for Zoosk to refund the
$29.95 fee since I haven't used the service. Zoosk represents that it's policy is
strictly no refund and further that I agreed to the terms in the fine print. Once more I
appeal to the representatives of Zoosk to restore the funds to my bank account. If that
fails to occur in a timely manner then I shall file a complaint w / the California and
Indiana States Attorney Generals as well as the Federal Trade Commission. These governing
bodies are charged to protect consumers and invest
ig
ate complaints such as mine. If questionable business practices are believed to be
widespread and standard operating procedure based upon volume of consumer complaints to
the respective agencies, then it is possible for a plaintiff in a case to seek Class
Action status to include others who may have claim to harm by Zoosk. I would think that
if you look at it from my point of view as outlined above then you will see that
refunding me for a service that I never intended to use in perpetuity is cheaper for
Zoosk to do business. If not then I have no other recourse other than to test the Justice
system and find out how many other people have been mislead and surprised to find money
missing from their bank accounts.
Sincerely,
Zoosk: " Thanks for contacting Zoosk. I have reviewed your concerns with a
manager. So we are cancelling your current Subscription and we will
refund the December renewal as a courtesy.
We are forwarding a request for a refund on your most recent payment of
$29.95. The refund will be issued directly back to the credit card or
account used to make the purchase. Please allow 5-10 business days for
the refund to process.
Best regards,
Chris
Zoosk Customer Support
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