Easyroommate.com

First, let me start by apologizing for the late answer sans-serif;"> The original email address you were provided with belongs to someone who doesn't work for Easyroommate anymore, so it took us time to receive your emailI went through [redacted] complaint and I will try to answer all addressed points [redacted] ' account was created on December [redacted] and he upgraded to a days membership for $The account was blocked on the same day by our moderation teamThat's why he couldn't log in and why he sent us an emailThe average frame time to answer an email on Easyroommate is working hoursIt can be more, especially during the week-ends, or lessI understand that it might be frustrating especially when one has an emergency but that's what we are committed to On the ***, we answered [redacted] 's emails (he sent a second one on the ***) explaining that his account has been blocked and we won't reinstate itThe money was refunded on the credit card, transaction completed on December ***, about hours after he was charged [redacted] did send us another email on the ***, asking why we wouldn't reinstate his account, which we did not answeredIndeed, we are a classifieds website and everyday, we have lot of scammers who try to register on the siteWe have a moderation team dedicated to check each advert before and during its publicationWe have our own tools for this and obviously we won't share them as this is something very sensitive for our businessOur users' security is really important to usIt can happen that a genuine account is mistaken for a scammer accountIn that case we reactivate the account and refund or reinstate any payment that was madeIt happens that we still have doubts and prefer to keep the account blocked, as we believe "better be safe than sorry"And as stated in ourLegal information, "We reserve the right to refuse to list any member for any reason, or to edit content, should we feel it is inappropriate for our service." So to answer [redacted] precise questions: - The account is already reactivated since December ***, after another check, and several hours before he sent you this complaint- Unfortunately we won't give any further explanation why the account was blocked at the beginningInformation on his account triggered some security alerts on our side- We won't tell which supervisor decided not to reinstate the accountThe reasons he had -based on our tools- were legitimate To finish, we'd like to apologize for any inconvenience caused to [redacted] We never intended to frustrate him or whateverWhat we did is what we always do, trying to keep our website as safe as possibleShould [redacted] have any other question, he can get back to us at any time

Hello, We can assure him that we do not store his information nor communicate it to a third party, as we mentioned in our first reply we were in contact with him over the phone sorting out this misunderstanding

I'm sorry to hear that our website functioning wasn't made clear for youCreating an advert on Easyroommate is completely freeIt is also free to view all the rooms posted on the site and to communicate with all our Premium membersPremium members are those who have subscribed to our Premium (paying) membershipIt is an option which gives you the possibility to contact and be contacted by all the members, thus increasing your chances to quickly find the room you are looking for.We try to be very transparent on our functioningOn the search page, there is a label indicating whether an ad is Basic or PremiumThe difference between those Basic and Premium memberships is explained on our FAQ pageMoreover, we do not do afterward payments, so upgrading your account is your own decision.We also give each member the possibility to cancel their advert or their account at any moment, simply by accessing their Account SettingsI checked on our system and I can see that you emailed us on June ***, and your account was deactivated on June ***, as requested.Once again, I'm really sorry that the functionning of the site wasn't made clear enough before you started your searchWe will be happy to answer any question you might have, simply drop us an email to [redacted] Best luck with your search

Hi Henry, I am very sorry to hear that you were contacted by a scammer on our siteOn the Internet, like in real life, there are mostly genuine people but unfortunately there are also a few ill-intended onesBeing an online platform providing a service we are unfortunately targeted by scammers In fact, we have a team of moderators working 24/Before being published, every listing is manually reviewed by one of the moderatorIt is an efficient process, thousands of fraudsters are removed monthly before they even hit the siteBut the process also has its limits and on rare occasions a scammer goes throughBeing aware of this we also have an algorithm searching the site for suspicious behaviour from users and a post-moderation processPublished scammers never stay on the site more than a few hoursI’m afraid that in your case we weren’t fast enough and I apologize again for thisI am more than happy to refund your Premium Membership and review your accountMy priority is to track the scammer and make sure all the necessary steps were takenI will need some information to do soPlease contact me directly at [redacted] or contact our Customer Service at [redacted] Pauline Customer Service Manager

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] Yes, I've received an email from customer service right after going to Revdex.comWhile easyroommate finally responded to my emails, the link they provided me to report my Internet fraud was for the UK and I clearly contacted the U.Scustomer service representative When explaining that I needed to the u.slink instead, I received no response I was not told that there will be an investigation, this is news to meI have no status or update on where the investigation is In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We are sorry to hear [redacted] has been a victim of a scam on our website.Unfortunately, some scammers prey on people looking for rooms by pretending to be "Part of Easyroommate" under the name of "Registered landlords"They tend to contact the users through personal emails using fake templates and email addresses pretending to be Easyroommate to convince the victims into wiring a certain amount of money as an upfront refundable deposit to view the property.This is not a safe process to find a room and this is not part of EasyroommateWe don't have agents or registered landlords, as we don't do bookingsThe members on the site (landlords and tenants) post their ads to find a suitable match and we simply help to host ads for both parties.We are not an agency, we are a classified website and the only people representing our firm are -us- the customer service team, and you can only reach with this email address: [redacted] We are working hard to keep our website scammer free our performant moderation system helps ban all fake accountsAlso to ensure the safety of our members, we send a safety tips email days after registration and it contains all the pointers and dead giveaway's to look out for when dealing with advertiser and roommates on the websiteThe main advice we are providing is to never make financial agreements or arrangements with anyone they have not personally met.It is crucial at this stage that [redacted] contacts the police and lodge a complaintThe police will then be able to contact us and extract information from our database.As per the refund request, we would be more than glad to process a whole refund if the customer has paid a Premium membership on the site we will need the address email he used to register with us.Regarding the refund of the money that has been stolen, we can only cooperate with the police within the investigation concerning this matter and hope they will be able to get the customer his money back

First, let me start by apologizing for the late answerThe original email address you were provided with belongs to someone who doesn't work for Easyroommate anymore, so it took us time to receive your emailI went through ** *** complaint and I will try to answer all addressed
points** ***' account was created on December *** and he upgraded to a days membership for $The account was blocked on the same day by our moderation teamThat's why he couldn't log in and why he sent us an emailThe average frame time to answer an email on Easyroommate is working hoursIt can be more, especially during the week-ends, or lessI understand that it might be frustrating especially when one has an emergency but that's what we are committed to. On the ***, we answered ** ***'s emails (he sent a second one on the ***) explaining that his account has been blocked and we won't reinstate itThe money was refunded on the credit card, transaction completed on December ***, about hours after he was charged** *** did send us another email on the ***, asking why we wouldn't reinstate his account, which we did not answeredIndeed, we are a classifieds website and everyday, we have lot of scammers who try to register on the siteWe have a moderation team dedicated to check each advert before and during its publicationWe have our own tools for this and obviously we won't share them as this is something very sensitive for our businessOur users' security is really important to usIt can happen that a genuine account is mistaken for a scammer accountIn that case we reactivate the account and refund or reinstate any payment that was madeIt happens that we still have doubts and prefer to keep the account blocked, as we believe "better be safe than sorry"And as stated in ourLegal information, "We reserve the right to refuse to list any member for any reason, or to edit content, should we feel it is inappropriate for our service." So to answer ** *** precise questions: - The account is already reactivated since December ***, after another check, and several hours before he sent you this complaint- Unfortunately we won't give any further explanation why the account was blocked at the beginningInformation on his account triggered some security alerts on our side- We won't tell which supervisor decided not to reinstate the accountThe reasons he had -based on our tools- were legitimate. To finish, we'd like to apologize for any inconvenience caused to ** ***We never intended to frustrate him or whateverWhat we did is what we always do, trying to keep our website as safe as possibleShould ** *** have any other question, he can get back to us at any time

Hi ***, I'm very sorry to hear that you've faced difficulties with the siteI was able to trace the email exchange you had with the Customer Service Team and I trust all your questions were answered and you recieved the free membership extension as part of our Satisfaction Guarantee
scheme. Should you have any other questions, don't hesitate to contact Customer Service or myself directly at ***
Best,***

This site is a scamWe contacted several of the people on thereOne was to submit the information, but the rental property told us they realize a scam when they saw the documentationBEWARE!!!

It is with a great concern we have received the following complaint assigned ID ***.Further investigations on our end show an exchange between *** and our Customer Service via email on the *** of this month, regarding a misadventure with one of our website user.*** was registered on
our website searching for a room and chooses to communicate her contact details while exchanging with one of our userAfterwards, it seems she was contacted directly on her personal email address by this userUnfortunately, this user appeared to be a malicious person claiming a fee to book the room, through a fake website using our logoThe user requested to be paid and to transfer the money via *** ***Since the exchanges were outside our website, we had no means of spotting the issue and blocking the malicious user on time.After this user was flagged by other users, the account was immediately blocked and removed from the siteIn the email from our Customer Service, our representative clearly explained our policy to *** and made it clear that we do not interfere in the communication between users and never ask for any type of booking feesOn the website, it is also clearly stated to contact our services in case of any doubt after-which we are able to check the user and provide safety advice.We can certify that the website named *** does not belong to Easyroommate and it appears that it has been created for criminal purposesIt is, unfortunately, beyond our control to prevent malicious people from creating fake websites and spoofing Easyroommate.As any online business, there is always a risk of running into a suspicious character who may be trying to target our user as the victim of a scamWe can do a lot to try and prevent this type of activity, however, we also strongly encourage that our members practice their own policy to stay safe onlineTo help them to do so, we send a safety message, after their registration, to warn about ScamsThis email talks about "common sense" such as not paying any money or giving over any personal details before seeing the property and, if this is not possible, always arrange a *** conversation with the landlord in questionIt also strongly advises not to use *** *** in any case to proceed to room booking as it is the main company used by scammers.We will advise *** to return the complaint to the owner of the website *** or of the email address that contacted her to request a paymentWe will be able to help by providing the police with information about the malicious user account

First, let me start by apologizing for the late answer.
sans-serif;"> The original email address you were provided with belongs to someone  who doesn't work for Easyroommate anymore, so it took us time to receive your email. I went through [redacted] complaint and I will try to answer all addressed points. [redacted]' account was created on December [redacted] and he upgraded to a 30 days membership for $24.90. The account was blocked on the same day by our moderation team. That's why he couldn't log in and why he sent us an email. The average frame time to answer an email on Easyroommate is 15 working hours. It can be more, especially during the week-ends, or less. I understand that it might be frustrating especially when one has an emergency but that's what we are committed to.  On the [redacted], we answered [redacted]'s emails (he sent a second one on the [redacted]) explaining that his account has been blocked and we won't reinstate it. The money was refunded on the credit card, transaction completed on December [redacted], about 24 hours after he was charged. [redacted] did send us another email on the [redacted], asking why we wouldn't reinstate his account, which we did not answered. Indeed, we are a classifieds website and everyday, we have lot of scammers who try to register on the site. We have a moderation team dedicated to check each advert before and during its publication. We have our own tools for this and obviously we won't share them as this is something very sensitive for our business. Our users' security is really important to us. It can happen that a genuine account is mistaken for a scammer account. In that case we reactivate the account and refund or reinstate any payment that was made. It happens that we still have doubts and prefer to keep the account blocked, as we believe "better be safe than sorry". And as stated in ourLegal information, "We reserve the right to refuse to list any member for any reason, or to edit content, should we feel it is inappropriate for our service." So to answer [redacted] precise questions: - The account is already reactivated since December [redacted], after another check, and several hours before he sent you this complaint. - Unfortunately we won't give any further explanation why the account was blocked at the beginning. Information on his account triggered some security alerts on our side. - We won't tell which supervisor decided not to reinstate the account. The reasons he had -based on our tools- were legitimate.  To finish, we'd like to apologize for any inconvenience caused to [redacted]. We never intended to frustrate him or whatever. What we did is what we always do, trying to keep our website as safe as possible. Should [redacted] have any other question, he can get back to us at any time.

I'm sorry to hear that our website functioning wasn't made clear for you. Creating an advert on Easyroommate is completely free. It is also free to view all the rooms posted on the site and to communicate with all our Premium members. Premium members are those who have subscribed to our Premium...

(paying) membership. It is an option which gives you the possibility to contact and be contacted by all the members, thus increasing your chances to quickly find the room you are looking for.We try to be very transparent on our functioning. On the search page, there is a label indicating whether an ad is Basic or Premium. The difference between those Basic and Premium memberships is explained on our FAQ page. Moreover, we do not do afterward payments, so upgrading your account is your own  decision.We also give each member the possibility to cancel their advert or their account at any moment, simply by accessing their Account Settings. I checked on our system and I can see that you emailed us on June [redacted], and your account was deactivated on June [redacted], as requested.Once again, I'm really sorry that the functionning of the site wasn't made clear enough before you started your search. We will be happy to answer any question you might have, simply drop us an email to [redacted]Best luck with your search.

Hello, We can assure him that we do not store his information nor communicate it to a third party, as we mentioned in our first reply we were in contact with him over the phone sorting out this misunderstanding.

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 and the matter has been resolved.
Sincerely,
[redacted]

Thank you for getting back to us. We can confirm that an email has been sent with the correct link for the US Criminal Fraud. This email was sent on the [redacted] of March 2017 at 15:19 (UK time), in answer to [redacted] request sent on the [redacted] of March 2017 at 12:33 (UK time). At this time, [redacted] had already filled a complaint with the Revdex.com. If needed, we will be able to provide a copy of this email or to resend it to [redacted]. Any criminal activity has to be reported by the victim directly, consequently, we would like to reinforce our suggestion to [redacted] to contact the competent authority as soon as possible. Afterwards, the police will be able to contact us and to collect information on the fraudulent account. Please find the link that has been sent with our last email to [redacted]:[redacted] and here is their email address: [redacted] As explained previously, we are not responsible for any activity taking place outside our Website and, therefore, cannot refund [redacted] for the full amount she has spent to book the room with a criminal organisation. However, we will be happy to refund her the full price of her membership she paid on our Website. We understand that this might come as a disappointment and apologise for this misadventure.

Hi Henry, I am very sorry to hear that you were contacted by a scammer on our site. On the Internet, like in real life, there are mostly genuine people but unfortunately there are also a few ill-intended ones. Being an online platform providing a service we are unfortunately targeted by scammers....

In fact, we have a team of moderators working 24/7. Before being published, every listing is manually reviewed by one of the moderator. It is an efficient process, thousands of fraudsters are removed monthly before they even hit the site. But the process also has its limits and on rare occasions a scammer goes through. Being aware of this we also have an algorithm searching the site for suspicious behaviour from users and a post-moderation process. Published scammers never stay on the site more than a few hours. I’m afraid that in your case we weren’t fast enough and I apologize again for this. I am more than happy to refund your Premium Membership and review your account. My priority is to track the scammer and make sure all the necessary steps were taken. I will need some information to do so. Please contact me directly at [redacted] or contact our Customer Service at [redacted]   Pauline Customer Service Manager

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 and the matter has been resolved.  I have filed a police report through the Houston Police report, and the report number is [redacted].  Please send me additional correspondence if more is needed, and when will the refund be processed and sent.
Sincerely,
[redacted]

There is no such thing as satisfaction guarantee with this scam company. I tried to use the sight 1 time but HAD to upgrade in order to actually communicate with anyone. I never received a response and then requested a refund within hours. It took me 3 emails for them to actually respond to me and then they tried to say I used it again AFTER asking for a refund and I DID NOT. I haven't even logged back in because the account is shut down but they still won't refund me any part of my payment. They are just another foreign scam company! BUYER BE WARE.

We are sorry to hear [redacted] has been a victim of a scam on our website.Unfortunately, some scammers prey on people looking for rooms by pretending to be "Part of Easyroommate" under the name of "Registered landlords". They tend to contact the users through personal emails using fake templates...

and email addresses pretending to be Easyroommate to convince the victims into wiring a certain amount of money as an upfront refundable deposit to view the property.This is not a safe process to find a room and this is not part of Easyroommate. We don't have agents or registered landlords, as we don't do bookings. The members on the site (landlords and tenants) post their ads to find a suitable match and we simply help to host ads for both parties.We are not an agency, we are a classified website and the only people representing our firm are -us- the customer service team, and you can only reach  with this email address: [redacted] We are working hard to keep our website scammer free our performant moderation system helps ban all fake accounts. Also to ensure the safety of our members, we send a safety tips email 3 days after registration and it contains all the pointers and dead giveaway's to look out for when dealing with advertiser and roommates on the website. The main advice we are providing is to never make financial agreements or arrangements with anyone they have not personally met.It is crucial at this stage that [redacted] contacts the police and lodge a complaint. The police will then be able to contact us and extract information from our database.As per the refund request, we would be more than glad to process a whole refund if the customer has paid a Premium membership on the site we will need the address email he used to register with us.Regarding the refund of the money that has been stolen, we can only cooperate with the police within the investigation concerning this matter and hope they will be able to get the customer his money back.

I'm sorry to hear that our website functioning wasn't made clear for you.
Creating an advert on Easyroommate is completely free. It is also free to view all the rooms posted on the site and to communicate with all our Premium members. Premium members are...

those who have subscribed to our Premium (paying) membership. It is an option which gives you the possibility to contact and be contacted by all the members, thus increasing your chances to quickly find the room you are looking for.
We try to be very transparent on our functioning. On the search page, there is a label indicating whether an ad is Basic or Premium. The difference between those Basic and Premium memberships is explained on our FAQ page. Moreover, we do not do afterward payments, so upgrading your account is your own  decision.We also give each member the possibility to cancel their advert or their account at any moment, simply by accessing their Account Settings. I checked on our system and I can see that you emailed us on June [redacted], and your account was deactivated on June [redacted], as requested.Once again, I'm really sorry that the functionning of the site wasn't made clear enough before you started your search. We will be happy to answer any question you might have, simply drop us an email to [redacted]Best luck with your search.