On 4/19 I cancelled my subscription to the on-line dating website Match.com. At the same time I got an e-mail confirming my cancellation and saying that I wouldn't be charged anymore. See attachment "A".
On 4/21 I was checking my baking account statement and saw that they charged me $89.94, as below (on 4/21 was showing as "Pending" with transaction completed on 4/22):
04/22 checkcard 0421 wmv*match.com 800-926-2824... -$89.94
I contacted their customer service thru their website (they don't post a phone number or direct e-mail on their website, by the way) and they replied back saying that my account was never cancelled and that is why they were charging me.
I replied back with the copy of the email I got (attachment "A") and they didn't reply me back.
I contacted their 800 number (1-800-926-2824), which I got thru the banking statement, and they said the same thing, that my account was never cancelled. I told about the e-mail I got (attachment "A") and after putting me on hold for a while they said that they would send my request to a supervisor and that they would do the "courtesy" of giving my money back. Then I got an e-mail confirming this (attachment "B", notice how they say that they usually don't give the money back — they don't assume that was an error from them). As of 4/25 I got my money back, as shown below:
04/24 checkcard 0423 wmv*match.com 800-926-2824... $89.94
So if you want to cancel your Match.com subscription my best advice is to do this over the phone (1-800-926-2824) to avoid this kind of trouble. Their system is bugged and they don't seem to care to acknoledge that this is happening nor did give any hint that they would be at least checking if their on-line cancelling system is defective.
Also their service sucks, but this is a completely different story.
& attachment a &
LookatMe! We're truly sorry to see you go.
We hope you have been successful in your search for a match. Rest assured that your account will NOT be automatically renewed. Once your subscription expires on 4/20, you will no longer receive the benefits of a Match.com subscriber. Under no circumstances should your account be charged after your subscription expires.
Your account at any time prior to your account expiring on 4/20
Your registration information (username, password and email address) will be saved in our records for one year. If you should decide to come back and reactivate your membership, you will be able to use your existing registration
information. All you have to do is log in again.
Remember to check back at Match.com, we're constantly adding new features and functions to help you find the love of your life. Our members are going to miss receiving your emails!
Thank you for using Match.com,
Match.com Customer Care
For immediate answers to most common questions, please visit our HELP section at:
http://www.match.com/help/help. Aspx
& attachment b &
Dear Match.com Member,
All match.com accounts are set up for auto-renewal. The auto-renewal information is supplied at the time a member subscribes, under the? Billing Details? See below:
Continuous Service Rates
Continuous service rates apply to credit/debit card payments only. All amounts are billed in U.S. Dollars at the beginning of each renewal period and will appear on your credit card statement as 'wmv Match.com.' Your Match.com subscription will be automatically extended for successive renewal periods of the same duration as the subscription term originally selected at the then-current non-promotional subscription rate. To change or resign your subscription at any time, go to Account Settings. If you resign, you'll enjoy subscription benefits until the end of your then-current subscription term; your subscription won't be renewed after that term expires. However, you won't be eligible for a prorated refund of any portion of the subscription fees paid.
This email confirms you've resigned your Match.com subscription. We've flagged your account as "Do Not Renew" to prevent future billing. Note: Match.com does not offer partial/full refunds or credit for unused time. However, as a one-time courtesy, a refund of $89.94 has been issued to your account. Please allow 7 to 10 business days for the transaction to process. We're truly sorry to see you go but hope you've been successful in your search for a match.
Sincerely,
Gene T
Match.com Executive Team
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