Mate 1

Dear Matesubscriber,We're sorry to hear you didn't intend to let your day trial subscription renew into full membership As our Customer Support team pointed out to you by email and phone, we show no record of you cancelling your subscription during your initial day trial period You maintain that you have proof of such cancellation; if so, please forward that to our email support team at [email protected] for us to investigate further.We also show that we responded to your inquiries by cancelling your subscription on June 4th, which is when you got in touch with us for the first time, and we provided our refund policy to you by email and in summary over the phone If you follow those refund instructions, you will be entitled to a full refund for the monthly subscription charge If you forward proof of cancellation during the trial (an email cancellation receipt we mailed to you for instance), we will forgo the standard refund policy and refund your full membership charge immediately if the error is indeed ours Otherwise, simply follow the refund steps outlined in our email to you (ticket # 2015060413003418) and which can also be found in our Terms and Conditions, Section 5, entitled "refunds" Here is a link for your conveniencehttp://www.mate1.com/user-agreementAlthough today is your last day to apply for that (as your billing was processed on 2015-06-02, we will extend your posting date until 2015-06-as a courtesy to you and due to the upcoming weekend We look forward to receiving your refund request and to resolving this matter with you.Thanks for your patience and understandingSincerely,MateCustomer Support Manager

Dear former Matesubscriber,We have reviewed your claim and your previous contact with us You initially became a member of Mate1.com on 5/26/14, not in June or July On that date, you purchased a day trial for $(not a month for or 6$) When you subscribed for your initial day trial, the page upon which you entered your credit card information clearly stated the following:"Matewill provide you with uninterrupted, unlimited access to your account until you cancel your subscriptionWhen your three day trial ends, if you haven't canceled, you will be seamlessly upgraded into a monthly membership for $a monthThis subscription will renew every days until you cancel, which you can do absolutely anytime." A check box needs to be checked to indicate that you have read and understood and agreed to those terms, and this information was repeated on the confirmation screen and finally, in the receipt that we emailed to you immediately after you signed up for your day trial So, you were informed a total of times during the sign up process.As clearly stated in our Terms of Membership, to which you agreed upon signing up for Mate1.com, all subscribers are responsible for canceling their subscriptions in a timely manner Cancellation can be done by contacting us via our toll free phone number, via email, or online quickly when you are in the "My Settings - Account Settings" portion of your profile - simply scroll down to the "Subscription Status" link, click it and follow the prompted steps to cancel.Our call logs indicate that you called us on 3/30/15, initially claiming you didn't make this profile An investigation showed that your email, phone number, date of birth and location all matched After determining this was your profile, we cancelled your subscription and refunded you one charge of $for the 3/28/billing, since that was within our day refund period as outlined in our Terms and Conditions policy (see Section 5, Refunds, at this link, http://www.mate1.com/user-agreement for more information)Our records indicate that you demanded to speak to a supervisor and after we consulted your usage, we went ahead and offered you an additional refunds above and beyond the standard refund policy All refunds were processed on 3/30/and no further charges have incurred, so there was no charge on the date you called or afterwards.Despite this extra courtesy, our call records indicate that you were extremely threatening and abusive, which unfortunately required us to terminate the call, and after several such calls, eventually forced us to remove your profile from our website for violation of our billing policies and abuse/threats to our staff/company.We hope this helps clear up some misconceptions in your initial claim Please review our Terms and Conditions link above if you require more information Your refunds should have posted on your side, and as previously outlined, your subscription is fully cancelled with no further billing have taken place after your call to us.Sincerely,MateCustomer Support Manager

Dear sir,Thank you for the screenshot, it has been most helpful We note that it mentions a profile Nickname which is part of your name Upon checking that profile, we note that the email address used to create this profile is very similar to the email address you submitted as part of your complaint, but includes a dot between your first name and last name Gmail ignores punctuation in email addresses (thus for example [redacted] and [redacted] are considered the same to Gmail) but most email providers, and our own system, does not, which is why we couldn't find anything under the email address you gave us initially.You'll also notice that the screen shot you sent us has a "Welcome to Mate1" initial entry at the bottom, dated August 31st This means that someone used your email address to sign up to Mate1.com directly on that date The person lists themselves as a year old male in Akron, Ohio Since you are not in that location, and you claim not to have ever been a member of us, what has probably occurred is that someone else, with your same first and last name, has registered the account with us, and because Gmail ignores punctuation, you are getting the email addressed to them I myself have this same problem - I use Gmail and I regularly get emails addressed to me (or, rather, to my identically named male counterpart in Australia) My email has no punctuation, his does I have to keep telling companies I am not him, and wasn't the one who signed up for his various services It's annoying, but unfortunately, there is not much else I can do about itThe companies aren't spamming me, they just think I'm him.We can't contact the person to tell them by email, because you'll just end up getting that email as well.Your best bet is to simply block the email address you are getting our notices from (you can use the Block feature in gmail without marking something as spam, since its not actually spam) It's a simple solution, and contacting us directly to let us know would have been a lot easier right from the get-go, but no harm done We will do our best to communicate to the real member what has transpired and ask him to change his email address.Glad we could solve the mystery!Sincerely,MikeMateCustomer Support

Good news! Since the time of your last message to us, we have since received, and processed your refund request letter. We sent you an email notifying you of the full refund of $49.95, which was processed on 11/23/17. We're glad that you met all the conditions. We understand that you found the refund policy inconvenient, but its always important that when you sign up for something (and agree that you have read, and understood what you are signing up for) that you actually do review the information carefully and not just click Yes or Accept like far too many people do when reviewing the Terms and Conditions of any sale or business. I recently had to apply for a marefund for an item I ordered which required me to mail in all kinds of things, including an original copy of my receipt, a copy of a coupon, etc and it was far more of a hassle than I thought it should have been, but sometimes life isn't as convenient as we would like it to be, and we all need to be responsible for what we sign up for. I am still waiting for my refund weeks later, so our time frame is actually way way better.Your profile has been removed from the website as per your request, and we wish you the happiest of hassle-free holiday seasons ahead!All the bestMateCustomer Support Manager

Dear MatememberThank you for your report. We notice that we have spoken to you by phone, as well as through our email support system several times about how to get a refund already.Our refund policy is actually fairly straightforward, and all members do need to agree that they have read, and
understood, how to get a refund before becoming a member of Mate1.comMost trial memberships on the internet do require you to cancel sometime over the course of the trial period if you decide you are not interested in becoming a member of whatever service you are trying. Some notable examples of this are Amazon Prime, Xbox Live, and Netflix. All trial memberships, ours included, typically inform the customer what the trial offers, how to cancel, as well as how much full membership will be after a trial renews if they decide to continue, and how long it lastsOur trial membership is designed to give our members complete full access for days, or hours, and if they enjoy the service, to seamlessly enroll them as a full member at the end of the trial for their convenience. If you decide during the trial period that our website, for whatever reason, is not for you, all you need to do is let us know and we cancel your subscription, no questions asked. You can cancel at any time online, or by email, or by phone days a week during our business hours, and you always receive proof of cancellation by immediate, automatic email receipt.Since you forgot to cancel, you have days after the rebill date, as you correctly mentioned, to apply for a refund under our refund policy. No printer is required, no visit to the post office is necessary (unless you lack stamps, of course).Every business has different refund policies. Some even have a no-refund policyWe have had the same refund policy since 2005. It is simple and can be done with an envelope, a pen, a small piece of paper, about 1-minutes of time to jot down a short statement with a refund request, the information we require to find your profile (your email address), and then simply drop it in the nearest mailbox when convenient no more than business days after you were billed. We also refund much more quickly than other businesses with a mail in refund policy, some of which can take from 6-weeks to apply a refund. We will process your refund as soon as we receive it.We notice you also mention one-to-one matches as a type of email you have been receiving. A "to Match" is a recommendation from us about another Matemember who we feel, based on your profile criteria, may be someone of interest to you. Taking a number of factors in their profile into consideration, and matching them with yours, we then send you a notification about this particular member The member has not contacted you personally and may not even be aware of your profile. Whether you wish to begin communicating with them is, of course, entirely up to you. Hopefully, from time to time, a profile which escaped your notice or was newly added to the site will catch your eye and might even be that special someone you were looking for!If you no longer wish to receive these, you can disable to Matches at any time using the link provided to you in the email notification, or going into Your Settings and changing them to disable matches.We hope this has explained everything to your satisfaction and thank you for your understanding.Sincerely,MateCustomer Support Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My complaint is that the other businesses that have automatically debit my account have issued a refund without the hustle of writing a physical letter that must be brought to a post office so it gets stamped, within (three) days along with many other restrictions attached to this method! I don't see why we need to go through this trouble when we have electronic, internet means to re-reimburse a complaint I just want to put an awareness that this is a way to try to keep the funds from all the members that make the same mistake I did
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attached is a photo of my email inbox that contains messages from Mate1. For each of these messages a "Spamcop" report was filed. Mateis not following through on their "Spamcop" reports. Bottom line is that I'm still receiving a lot of unwanted email from Mateand I would like it to permanently stop. Furthermore, I never signed up for their service, which implies that someone either signed me up or Matepurchased my email address from a 3rd party and signed me up w/o my permission. They should be using a DOUBLE-Osisystem, which they are not. This is a very bad business practice
Regards,
*** ***

Dear sir,You mention in your complaint that you made several attempts to contact us, but we have no record of any emails from your email address, nor any logged calls from the number you provided. You don't seem to have a Mateprofile under the email address you provided either.
Nevertheless, please accept our apologies if you are getting emails from us for some reason. Mateis a responsible email marketer and our offers to non-members are only sent to individuals that have opted into a mailing list voluntarily at some point in order to receive special offersWe're very sorry if our offers were unwelcome to you and we are in the process of looking for (and if found, removing) your email from our mailing listDue to delays in email queues, there is a small possibility that you will receive an additional email from us after your address has been removedHowever, if you are getting mail from us, all mail from us should stop within days of removalIf you continue to receive mail from us after days, please forward the unsolicited email to the attention of the MateAbuse Team, [email protected] for immediate follow up to see why this continues to be the case. You can also contact us for assistance at any time on our Help/Contact Us page of our website.Sincerely,MikeMateCustomer Support Manager

Dear Matesubscriber,We are sorry to hear you have encountered such behavior while using our services, and we thank you for bringing this matter to our attention. We try our best to prevent and eliminate fraud from appearing on our Site, and are constantly removing Profiles of Members
engaging in any prohibited conduct, however, weare unable to identify all potential fraud in advance. Notwithstanding the foregoing, we want to reassure you that we are constantly devising methods to prevent and limit this type of activity.Please note that we offer a link at the bottom of each Site page entitled "Fraud Protection". This link provides warning to our Members about various types of online scams. We also provide several ways for our Members to report people who are violating our Terms and Conditions. The "Report a Problem"link at the bottom of every user's profile or "Report this user" located in the chat window can be used for this purposeThere is also a link to "File a Complaint" when you receive a message in your Mateinbox. Once the report or email is received by us, a trained agent will investigate the matter and ifthe Member in question is found to be in violation of our Terms and Conditions, his/her Profile will be removed and his/her Membership terminated. We see that you are month into a month subscription, so we have refunded you the remaining months of your membership and cancelled your subscription. Please allow from 3-business days for this to reflect on your end.We apologize for any inconvenience that this might have caused, we hope that this resolves the matter to your satisfaction and thank you for your assistance in helping us to keep Matea safe place.Sincerely,MateCustomer Support Manager

Dear sir,We are unable to locate your profile using the email address you provided in your initial complaint. In order to investigate your issue and assist you further, we need to be able to find and access your account. Please contact our Customer Support team at ***
or call our toll free support number at ###-###-####, Monday to Friday from 9am to 6pm and provide us with that correct profile email address so we can assist you further.Sincerely,MateCustomer Support

Dear Matesubscriber,We're sorry to hear that you didn't intend to let your day trial membership lasting from 2016-08-to 2016-08-renew into a full subscription. In your complaint, you claim that you placed a cancellation during those days, but we have no record of that.
Cancellation of a subscription can be done by calling us, emailing us, talking to one of our live chat reps, or by doing it yourself online, and all methods generate an email confirmation letting you know you are cancelled correctly. Instead, we show that your usage of our full membership features did in fact continue up until 2016-09-09, which is when you called us regarding the charge and requested cancellation (and you were emailed the aforementioned cancellation confirmation.) We apologize that you had a poor experience with the communication you had to other members. A review of the wait time and your call does not coincide with your version of events; nevertheless, despite being outside the refund time frame outlined in our Terms and Conditions, and not withstanding your continued usage of the full membership features, I have issued a courtesy refund for the unused portion of your day membership. The refund of $should take about 3-business days to post on your sideWe have removed your profile from the website and I hope that this concludes the matter to your satisfactionSincerely,MikeMateCustomer Support Manager

Dear sir,We're sorry to hear that someone has created an account posing as you on our website. We have searched our database for any profiles made using the email address you provided but are unable to locate anything under that address. Is there an alternate email address you can
provide to us to look up? Or do you know the screen name of the profile people are telling you has your details in it?We would be happy to continue assisting you via our Customer Support email system. The email to use is [email protected]. We will open a ticket and send it to the email address you provided.Sincerely,MateCustomer Support

Dear former MatesubscriberWe're sorry to hear you are unhappy with our response. Allow us to clarify and correct the remarks you point out incorrectly as "errors".A trial membership on Mate1.com works the same as many trial subscriptions across the Internet. For example, ***, the popular online streaming service, offers a free month trial. You still need to enter your credit card number because if you fail to cancel by the end of your day trial, you are automatically enrolled and charged as a full paying member of their service at the end of your trial. Other examples of companies that offer low cost or free day/week/month trial include Xbox Live, Linked In Premium service and Match.com. In all cases, the customer is entering a legally binding contract which obliges them to cancel by the end of whatever the trial period is if they do NOT intend to let their trial membership convert into full membership. The option to cancel always exists, and we make it absolutely clear on how to cancel (we offer ways) and what our full membership price is, how often it will bill, etc. We repeat this information in places. In fact, you cannot become a member of Mateunless you have agreed to abide by these conditions. By not cancelling, you are absolutely and without question authorizing us to rebill you. We encourage you to review our Terms and Conditions once more, particularly the 3rd paragraph and section Trial Membership - for your convenience, here is the link: http://www.mate1.com/user-agreementSecondly, your last charge from Mate1.com was on 3/28/15. Your statement may show it on 3/30/because your bank posted it on that date, but your actual billing date was 3/28/ That is why we were able to refund you that transaction when you called on 3/30/15, because it fell within days of your call, as outlined in our day refund policy (which you also agreed to abide by when you signed up.) If you had called us, as an example, on 4/2/15, you would have been entitled to zero refunds because you were already past the days. Furthermore, Matewas under absolutely NO obligation to refund you more than that one refund, but strictly as a courtesy, we refunded you the additional charges of you incurred in Jan and Feb, the maximum amount we can go back. In reviewing your calls with us, we have determined that they were properly conducted and that our customer support agents provided you with a warning after you became verbally abusive, and were regrettably forced to terminate the call with you after you continued with profanity and abusive remarks.We hope this helps clarify what you see on your statements. The maximum amount of refunds (total) have already been processed on your account. We strongly encourage that in future, you carefully review Terms of Membership when signing up for any service or subscription for any business so that it is absolutely clear to you what you are paying, how often, how to cancel, etc. to avoid future issues of this sort.Sincerely,MateCustomer Support Manager

Dear Matesubscriber,We see that just under hours ago, you forwarded the email from which you requested to cancel. The initial email you sent to us was a reply to one of our automatic email notification that we send to our members when someone sends them a message. The return to email
address of all our notifications is always "[email protected]."In essence, you replied to an automated message which specifically states that it is not to be replied to. Cancellation by email must be done via our Help/Contact Us page, which generates a ticket number, just like the ticket number you received (***) when you forwarded us your attempt.Despite your failure to cancel using correct channels, we understand that you intended to do so, and have therefore applied the refund for your charge of $49.95. Please allow from 3-business days for this to reflect on your end.Sincerely,MateCustomer Support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
I still think the way the ad is presented is vague and is purposely that way to scam people out of money.Why would somebody pay that much for that kind of service when you can get it for a lot less elsewhere thank you James S

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am still receiving unwanted emails from people claiming to have gotten my contact details from MateIn the most recent correspondence the person sending the email has listed my email and several others, so I am including a list of all these e-mails for Mateto review.***
***,I am also going to supply a screen-grab of the actual e-mail and the senders email address is ***Please investigate this matter more thoroughly
Regards,
*** ***

Dear customer, We are sorry to hear about your poor experience contacting MateCustomer Support. The information provided to you was correct, however. We have no record of a previous cancellation of your subscription, which was why you continued to be billed as a monthly member.
All cancellation methods (phone, email, chat or doing it yourself online) automatically send a confirmation email directly to your email address the moment your subscription has been cancelled.The first and only contact we have from you is dated yesterday, January 18th.You were correctly informed that our refund policy entitles members to a refund within days of a billing date. Since you were billed on January 13th, you had until January 16th to apply for the refund. Nevertheless, since your account shows no activity after your most recent charge, as a courtesy to you, I will make an exception to our policy in your case and provide you with a refund for the transaction which took place on January 13th. Please allow from 3-business days for this to reflect on your end. We trust that this concludes the matter to your satisfaction and thank you for using Mate1.comSincerely,MikeCustomer Support ManagerMate1.com inc

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

Dear customer, thanks for getting in touch with us regarding this matter.Our website does not advertise or "promise" free full membership for any Mate1 member.  There are two types of membership one can have on our website: free guest membership and full paying membership.  As a free guest...

member of Mate1, you are able to create and edit your personal profile as you wish, including adding photos and a voice message.  You are also able to browse among the millions of other members (yes, you can see a profile without paying), and send free flirts (short, one-click messages) to other members with one click of the mouse.  As a full paying member, you can enjoy unlimited communication with other members of your choice.  This means that you are able to use our live chat feature, send and receive email, listen to voice recordings, see who has viewed your profile, and view all photos in a member's gallery - all of which can be done as often as you desire.  As you can see there are benefits to being both types of member -  however, in order to communicate with our other members and to use the site's full features, you must become a full member of Mate1, which is clearly explained in our Terms and Conditions, which you must agree that you have read, understood and will abide by before you can become a member of our website.  We occasionally offer a 3-day trial membership which we hope you will consider taking advantage of.We hope this helps clarify our website's membership types and addresses your concern.  Please let us know if we can be of further service to you.Sincerely,MikeMate1 Customer Support Manager

Dear sir,Thank you for continuing to follow up with us regarding this matter.  We have tested the links you provided and have forwarded the concern to our Marketing Dept who will get in touch with any connected affiliates.  An investigation will carried out as soon as possible.  As previously mentioned, your email address was definitely added to our no-email list, and as such, no further emails should be received by you from Mate1 or any affiliate.  We apologize for the inconvenience and thank you for your due diligence in bringing this to our attention.Sincerely,Mate1 Customer Support