Catholic Match

Thank you for the opportunity to address Ms. [redacted]'s concern with CatholicMatch. On October 12th, [redacted] purchased a six-month subscription to CatholicMatch after using the site as a free member for 16 months. Later that day, she created 10 support tickets to request a refund of that subscription. At...

the time that she submitted each support ticket, she was notified by an automated email that our support team would respond to her request within 48 hours and each of the 9 duplicate support tickets were closed and merged into her initial support ticket. Our support team responded within 48 hours as promised and issued a full refund of [redacted]'s subscription.

Thank you for giving us the opportunity to respond to this complaint. After reviewing our records, I see that Thomas had a 3 month subscription that renewed on 12/16/2015 for $39.95. I also noticed that we never received any Help ticket or other correspondence letting us know that he didn't want to...

continue his subscription. The last correspondence we had from him was dated 1/22/2015.That being said, I've now refunded the credit card on Thomas' account in the amount of $39.95 and removed his account for him. This refund should appear in the credit card holder's account within 48 hours, depending on the processing time of their card company.

From: [redacted]Date: Thu, Jan 12, 2017 at 9:57 AMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: [redacted]Dear Revdex.com,  I just completed a two year, hellish deployment and missed your E-mail regarding my response.  So here you have it: Customers respond Red Hot everyday to companies about justified and unjustified complaints!  How many businesses in the U.S. would remain open if every time they received a justified complaint from a sincere customer that they are able to deny them services.  THIS IS NOTHING MORE THAN A HATEFUL "I AM WOMAN HEAR ME ROAR RESPONSE" which is TOTALLY UNJUSTIFIED!  THIS IS NOTHING LESS THAN A  HATEFUL, SEXIST RESPONSE FROM IMAGINE THAT, FOUR HATEFUL FEMALES: Debbie, Sandy, Abigail, and Erin.     Revdex.com,  You work for me and their First Grader, Elementary, Sexist Response is Unacceptable.  I am requesting that you get my account reinstated with CatholicMatch immediately.  I am certain [redacted] will resolve this with you and CatholicMatch if you are not willing be my advocate against this Extremely, Sexist Response! Sincerely, [redacted]

Thank you for the opportunity to address [redacted]'s concern. I see from her account records that she purchased a one-month subscription to CatholicMatch on December 19th and began using the service to communicate with others that same day. Her account has not been closed at any time, nor have we...

refused a refund. Prior to this message, we were unaware that she is having trouble using her account and are happy to help her with any trouble she is having and also extend her subscription end date to account for the time that she has had trouble accessing her account. I have reached out to her today (1/10/18) to begin that process.

On June 17, 2014, [redacted] created a freeCatholicMatch account. Her free account allowed her to preview the all singleCatholics and features offered by CatholicMatch. On July 14, 2014, Ms. [redacted] chose to purchase a paidmembership, resulting in the ability to communicate with...

other singles. Usingher subscription, she made contact with 27 singles between July 14th and thetime that she contacted CatholicMatch on February 13th.  After spending a considerable amount of time attempting toexplain the nature of online dating to Ms. [redacted], it became clear that ourwords were not being heard. As a result, a full refund in the amount of $59.95was issued via check despite the fact that she had used and had benefited fromthe services that were provided.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Thanks for your help in getting the refund. 
Regards,
[redacted]

Thank you for the opportunity to respond to this complaint.According to our records, [redacted] signed up for our free
communication weekend promotion which included a discounted price of $59.70 on
our 6 month term, if she wanted to continue after the trial period. We gave
clear directions on how to...

cancel the trial on her account page, as well as the
exact day and time that her trial period would end and the subscription would begin.
It appears that [redacted] did not cancel the free trial beforehand and
erroneously thought that we had automatically renewed her subscription, which was
not the case.That being said, I do see that she contacted us on 11/12/15
concerning this issue via our help ticket process; we immediately refunded her card
in the amount of $59.70 and informed her of this in our reply.  At this time, I’ve now also removed her
account as she has requested in this complaint.At this point, we consider this matter resolved..

Per the CatholicMatch Terms of use found at https://www.catholicmatch.com/about/terms/, all members must provide honest and accurate information in their accounts, including their names.[redacted] is welcome to use CatholicMatch at any time, however, she will need to use her real name as she has done in each of the 5 accounts that she has had on CatholicMatch since 2011. That said, I have refunded [redacted]'s subscription in full and removed her account as requested.

Thank you for giving us the opportunity to respond to this issue. According to our records, Mr. [redacted] contacted us through our Help ticket process on 2/15/2016 concerning an automatic renewal charge of $29.95 for a one month subscription. On 2/16/2016, our staff member reviewed the situation and...

refunded Mr. [redacted] the full amount of $29.95, since he didn’t continue using our communication services after the renewal date. We now consider Mr. [redacted]’s issue resolved.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The business's response is incorrect in several ways:1) There was nothing in their terms of use at the time of my signing up that said anything against using a VPN, a standard piece of security software used by millions of businesses and individuals around the world to stay secure online. If certain things are disallowed, they have an obligation to make those known.2) It's an absolute falsehood that I did not respond to their emails. I responded to every single one of their emails and the attached emails are proof.3) My responses to their emails prove that I was in complete control of my account at the time they locked me out, and their refusal to allow me to prove that again by signing into the account again using my existing password are additional proof that they cared little about resolving this error. They cared only about getting rid of me as a customer while keeping my money, which they steadfastly refused to refund me until I lodged this complaint.4) Me flying to Europe and accessing their site on my vacation is fundamentally no different than me accessing their site from my home while my computer connection travels through Europe.Their attempts to push this back on me are insulting and indicative of their incompetence as a company.In the end, I received a full refund so I consider this matter closed, but I fully reject their response as complete and utter falsehood and want to make that clear in the record.I've never been treated so poorly by a company in my life.
Regards,
[redacted]

Thank you for the opportunity to address Mr. [redacted]'s concern. Our website security system locked Mr. [redacted]'s account in order to protect his private information after a suspicions login attempt. It was later determined through dialogue with Mr. [redacted] that he was attempting to access his own...

account, but was doing so with the influence of a VPN. We cannot offer access to CatholicMatch while a VPN, proxy, or other means of masking one's location is in use because it compromises the security of members' accounts and prevents us from ensuring that one's account is not being accessed maliciously.We have expressed this information to Mr. [redacted], but have not yet received his response. Our offer to provide him service is still open provided he agrees not to use a VPN, proxy, or other means of masking his location while using the CatholicMatch website. If this is not agreeable, his account is currently deleted and his subscription fee was already refunded prior to the time that he contacted the Revdex.com.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I tried signing up but my account keeps on getting locked out. I'm signing up only to get my account locked. I paid subscription but they won't approve it, I feel so discriminated against. I don't remember violating any of their rules and I entered all my details correctly. Catholic Match team are the usual "religious" hypocrites.

I tried signing up but my account keeps on getting locked out. I'm signing up only to get my account locked. I paid subscription but they won't approve it, I feel so discriminated against. I don't remember violating any of their rules and I entered all my details correctly. Catholic Match team are the usual "religious" hypocrites.

Review: Seeking a refund. Not satisfied with site.Desired Settlement: I signed up for the service 8-11-16. I am very unhappy with the site and have had trouble with it. It is not the site for me. I am very unsatisfied and seeking a refund. I sent them an email seeking a refund, and was told they could not refund my money. I will not be using the site and I pray you can help me get a refund. I sent them an email telling them I am filing a complaint with the Revdex.com and calling the Attorney General.

Business

Response:

Thank you for bringing this to our attention to resolve with the customer. According to our records, on August 11, 2016, Miss [redacted] purchased a 6 month subscription on CatholicMatch for $74.95 and began using our subscription-only features to read and send messages. On August 18, 2016, she then sent us a Help ticket requesting a refund because she wasn’t receiving responses. In addition, she stated that she was looking for someone close to where she lived, but those who contacted her lived out of state. Since Miss [redacted] already used our communication features, a full refund wasn’t possible, so we tried to help her by offering suggestions to use our features to give her the most potential matches based on her preferences. Deborah L[redacted]Aug 18 10:17 am Hi [redacted] While I cannot offer a refund of your subscription, I'd be happy to help you to begin seeing some better results. First and foremost, when other members view your profile, they have no idea that you're seeking someone who lives near to [redacted]. So that those from outside of your area will know that you do not consider them to be a match, I would recommend mentioning your locational preferences (along with anything else that is important to you in your match selection) within your Ideal Match section of your profile. You can make this update here:Update Ideal Match Description Next, when viewing your saved preferences, I see that you have two searches set up to show men who live within 150 miles of [redacted] and one search set up to show men within 25 miles of [redacted] Can you clarify your preferences so that we can make sure that everything is set up appropriately there? Sincerely, Deborah Customer Support To this, Miss [redacted] replied with: [redacted]Aug 18 11:12 am I will be contacting the Revdex.com, and the Attorney general to try to get a refund. I can't believe that you can't give me a refund. I am an unhappy customer. This is not very Christian of you. I became aware of the issue and after noticing that although Miss [redacted] stated that she wanted a refund, she continued using our subscription only features, I replied: Sandy Customer SupportAug 19 08:18 pm Hi [redacted], I'm not sure that I understand. You state that you want your original purchase refunded, however, you're continuing to use our communication features to read and send messages, which can only be done as a subscribing member. We are very willing to help you, but you haven't stated what the problem is nor why you've contacted the Revdex.com and Attorney General for [redacted]. Please provide details as to what has happened and we'll do everything we can to help you. Sincerely, Sandy Customer Support I then followed up with Miss [redacted] to make an effort to resolve this situation and stated: Sandy Customer SupportAug 23 06:19 pm Hi [redacted], I'm just following up with you on your refund request. As Debbie pointed out, we aren't able to offer a full refund because you've been using our subscriber only features to read and send messages with our members from 8/11/2016 through yesterday, 8/22/2016. However, I received authorization to change your 6 month plan to a one month plan and refund the difference which would be $45.00. Please let me know within the next 5 days if you'd like me to process this for you. Sincerely, Sandy Customer Support Miss [redacted] then replied: [redacted] Saturday 10:32 am I have not been using the site since shortly after I signed up. I am waiting for your agency to respond to the Revdex.com and the Attorney general. [redacted] I then replied on the same day and stated: Sandy Customer SupportSaturday 08:35 pm Hi [redacted], Thank you for your reply. If I may explain, the Revdex.com and Attorney General will ask us if we've reached out to you to try to resolve this issue. I will inform them that I've sent you this ticket offering to only charge you for a one month plan and refund the difference between the one month plan and the $74.95 that you paid for a 6 month subscription, since you've already used our communication features to read and send messages from 8/11/16 to 8/22/16 to the following members: [redacted]

Please be aware that when I reply to each agency, I will need to provide documentation of your conversations with each of these members to the Revdex.com and Attorney General offices. Just let me know if you'd like for me to move ahead and process this refund of $45.00. or if you prefer to wait until I reply to the agencies with documentation as well as wait for their follow-up. Sincerely, Sandy Customer Support Miss [redacted] then offered this response: [redacted]Yesterday 09:46 pm I last used your site around the 18th, not the 22nd. I will wait until you reply to the Revdex.com and the Attorney general. I want to resolve this matter, as I am sure you do too. At this point, CatholicMatch has reached out to Miss [redacted] with a resolution to this issue. It’s only fair that we receive compensation for the subscription-only services that she used. We are willing to change her 6 month plan to a one month plan and refund the difference, which would be $45.00. I’ve attached a document that shows the conversations Miss [redacted] had with other members from 8/11/16 through 8/30/16; this includes both sending messages as well as reading messages she received, which she can only do with a subscription. Sincerely, Sandra CatholicMatch Customer Support

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: Part of the service offered by CatholicMatch is participation in various discussion forums. The staff does not seem to actively police what happens there very much; the site users are forced to fend for themselves, although you can submit specific complaints. Unfortunately, the way they handle those complaints is apparently completely arbitrary without any particular eye for justice.In one particular instance, there was a user who was well known for posting inflammatory and insulting thing just to get people angry. (Keep in mind this website advertises itself as a Catholic one, which rather implies that this sort of thing should not be tolerated.) I called him on it on a number of occasions and pointed that he was being a "troll." It was abundantly clear that I was using it in the common internet sense of somebody who was being outrageous to get a rise out of people. I offered no personal insults to the individual, I just often warned others who were getting sucked into his rants that he was a troll.The individual openly admitted that he was trying to upset people ("poking the hive" as he put it), and proceeded launch into a series of personal insults. For instance he wrote about me: "You are a rude mean racist ugly (in a character sense) LITTLE man of the worst sort, a true troglodite living in your cave and coming to light only to be nasty and mean." (in the original he also put this sentence in bold and underlined it.) He also complained to site management that I engaged in name calling by labeling him a "troll."Site management suspended my posting ability for a week. Since his posting did not pause, obviously he received no such suspension.I attempted to point the whole story out to site management, but this did not seem to matter to them. My suspension was not lifted, I received no refund or extension for the period where I was deprived of the ability to use the service that I paid for. No apology was offered. There appeared to be no action taken against the other person.Desired Settlement: First, I'd like an apology and an acknowledgement that the way they handled the situation was completely unjust.Second, I'd like a subscription refund. I still have screenshots of some of the exchanges.

Business

Response:

Review: ON November 4,2013 I received a charge on my credit card of $49.95. On November 11,2010 when I received the invoice on my online banking I immediately contacted Catholic Match.org, on their help line, and provided them with all the information they required. I also explained that I was a 69 year old married woman and never applied for their services. I received a message back from them that I must have been a victim of fraud and I should cancel my credit card. However, my card was never used for anything else. I emailed them back with this info and asked to hear from somebody in their organization. I have not received any correspondence from them since and the charge still remainsDesired Settlement: I would expect that Catholic Match .org would refund my credit card. They have all the information to do that, as I included it in my e-mail.

Business

Response:

Thank you for this reminder; I apologize for my late response.

After reviewing our records, I see that we have been in contact with Ms. [redacted] since November 15, 2013, the date she filed the complaint. She had forgotten that she allowed her son [redacted], to use her credit card to purchase a 6 month subscription on CatholicMatch on April 28, 2013. [redacted]'s subscription then automatically renewed on 10/31/2013 for another 6 months at $49.95. but he did not inform his mother about this.

We refunded [redacted]'s credit card in the amount of $49.95 on 11/18/2013 and removed her credit card information from her son's account; [redacted] seemed satisfied with this resolution.

At this time, we consider this issue satisfactorily resolved.

Sincerely,

Review: Unlawful advertising. Billed for several months of service instead of only one. Company refusing to provide refund.Desired Settlement: I expect to my Bill for the month of February to be refunded in full.

Business

Response:

Review: My profile was removed from the Catholicmatch site, because I have shared my e-mail contacts with a few members on this site. Nowhere in the Terms of Service says that I am not allowed to do that. I received a warning from a CM customer service member and when I submitted a help ticket asking to challenge this my profile was removed. They told me that they will remove my profile if I continue to share my e-mail and I followed these instructions, but wanted to challenge this warning and the CM support staff removed my profile.Desired Settlement: Reinstate my profile + the remaining days of paid membership I had. I request a written apology from the CM staff for the unfair treatment.

Business

Response:

Review: In no time you asked me if I wanted to renew the monthly subscription. I just signed up for one month. Just it. Today you automatically renewed and are charging me for it. I do not want to renew. Please cancel this charge. I'm a customer who want to sign later for a year, but not now, that's why I subscribe only for one month. I wish that my complaint will be resolved ..Desired Settlement: To cancel the charge on my credit card.

Business

Response:

Thank you for giving us the opportunity to respond to this issue. According to our records, Mr. [redacted] contacted us through our Help ticket process on 2/15/2016 concerning an automatic renewal charge of $29.95 for a one month subscription. On 2/16/2016, our staff member reviewed the situation and refunded Mr. [redacted] the full amount of $29.95, since he didn’t continue using our communication services after the renewal date. We now consider Mr. [redacted]’s issue resolved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.