Mate 1

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]
thank you for your concern and timely attention to this matter!

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10578232, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
There are a lot of errors in your statement. First, a trial offer is a trial offer, that means for $1.95 I have the option of trying your service and if I like it I have the option of signing up and accepting any fees associated with your service. I said it was $5 or $6 because I know I wouldn't pay much. As a trial offer I accepted the trial fee and I didn't see anything that implied a monthly charge would be taken off my card, I didn't give this company permission to take 49.95 per month from my card. You don't have the authority to make decisions for me and my money. Secondly, your response included an outright lie. You did not credit  my account on the day I called in for 49.95. I have my bank statement and there is a charge of 49.95 on March 30th. On March 31st there are three credits of 49.95 on my bank statement, so essentially you gave me two credits of 49.95. I have the bank statement to prove this statement. To me, the fact that a lie was told is an admission of guilt, in regards to the reply that Mate1 gave in their response.Your customer service reps are very un-professional and speak in a condescending tone to customers that call in to discuss their own money.

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 56 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 it. The 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,MikeMate1 Customer Support

Dear sir,While we have nothing to do with [redacted], if you are getting any offers from us at all, please accept our apologies. Mate1 is a responsible email marketer and our offers are only sent to individuals that have opted in to a mailing list voluntarily in order to receive special...

offers.  We don't show you on that mailing list, however. If somehow such offers are reaching you from us, we're very sorry if our offer was unwelcome to you and while again we couldn't find your email in our mailing list, we have added it to a never-mail list. Due to delays in email queues, there is a small possibility that you will receive other emails from us (if indeed you are) after your address has been placed on that list. However, all mail from us (if any!) should stop within 10 days max. If you continue to receive emails from us after 10 days, please forward the unsolicited email to the attention of the Mate1 Abuse Team, [email protected] for immediate follow up!  Please make sure its coming from us first, of course.We wish you the best of success in contacting [redacted], and wish you a pleasant 2018.Sincerely,Mate1 Customer Support

Dear sir,When you subscribed for your initial 3 day trial, the page upon which you entered your credit card information clearly stated the following:"Mate1 will provide you with uninterrupted, unlimited access to your account until you cancel your subscription. When your three day trial ends, if you...

haven't canceled, you will be seamlessly upgraded into a monthly membership for $49.95 a month. This subscription will renew every 30 days until you cancel, which you can do absolutely anytime."This information was repeated on the confirmation screen after your purchase, and in the receipt that we emailed to you immediately after you signed up for your 3 day trial.As clearly stated in our terms of use, 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.We see that you did call us yesterday to cancel your subscription, and we were able to void the pending charge for your March month of membership.  Please allow from 3-5 business days for that to reflect on your side.If you need to discuss this matter over the phone in greater detail with a customer service representative, please call ###-###-#### or ###-###-#### between 9 AM and 9 PM E.S.T., Monday through Friday.Sincerely,Mate1 Customer Support

Hello and we're  sorry to hear that you have been receiving such text messages.  Mate1 does not condone such activity, nor do we have any sort of texting service.  We have scoured our email database looking for any emails you sent to us regarding this matter, but find no record of any...

previous contact from you from the email address you entered in your customer info for this complaint.  We would be more than happy to investigate and remove the offending profile, which should be easy to locate if you provide us with the username of the individual, which you stated that you have.  Please contact our Customer Support team directly at [redacted], or better still, by visiting the Help/Contact Us page of our website, [redacted], and submitting your question through our Customer Support email queue there, which opens an official ticket.   Once we hear from you, we can locate and remove the profile in question.  We look forward to hearing from you, and wish to assure you that we'll work with you to get to the bottom of the matter as much as possible.Sincerely, Mate1 Customer Support 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.    I have emailed them and will be satisfied whenever the user is deleted.  I will contact you if it is not resolved.  The following is the email I sent: Hello,I am [redacted], and I contacted the Revdex.com in regards to my phone number being used without permission.  I have reason to believe this individual is purposefully slandering me and giving out my number.  The fact is because the user is from my current area, and I have had individuals who texted me to report to him that I have been receiving messages due to him giving out my number.  The user is : [redacted] . I don't think it is a coincidence that this user is in the same area as me.  I have been receiving sexual messages and innuendos from random women.  I feel like I have been harassed and verbally assaulted due to the user slandering my number.  If this happens again, I will have to take legal action.  Thanks,[redacted]  
Regards,
[redacted]

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]

We appreciate your reply and understand your concern.  We have been in operation since 2003, and our price per month has not changed in all that time!  We mention our prices and how to cancel in 4 separate places during the sign up process, as outlined to you before, and in fact, one cannot become a member of our website at all without agreeing that you have read and understood our Terms, which includes the prices, details on how the trial offer works, and how to cancel.  We aim to make it as clear as possible.Our site's pricing is actually quite competitive with other online dating services - many other sites seem to have lower initial fees but give you limited access or have a tier system of membership, such as Silver, Gold, Platinum members, all with different levels of privileges.   Our fee is all inclusive and lets you use all the features of Mate1 on an unlimited basis.  We also have a toll free support line as you know, which many other sites don't have, to help you out with any questions or concerns you might have.  If you think about it, Mate1’s cost is actually equivalent to the cost of a cup of coffee per day ! Sincerely,Mate1 Customer Support

Dear sir,We have reviewed our email database and find zero email requests to remove your profile.  All you needed to do was visit our Help/Contact Us page and send us an email.  A ticket# would have been automatically generated and you would have been replied to within hours.Nevertheless,...

we are of course happy to remove your profile from the website as per your request.  Due to delays in email queues, there is a small possibility that you will receive an additional email or two from us after your address has been removed. However, all mail from us should stop within several business days at most. In the unlikely event that you continue to receive mail from us after, please forward the unsolicited email to the attention of the Mate1 Abuse Team, [redacted] for immediate follow up.Thanks for being a Mate1 subscriber.Sincerely,Mate1 Customer Support

Dear Mate1 Customer,We're sorry to hear that you didn't intend to let your trial subscription renew into monthly full membership.   Once the 3-day trial membership has concluded, our full membership fee for 30 days automatically comes into effect, if you do not cancel during your trial...

period, as stated in the billing information page and the confirmation email for the initial trial offer.You purchased the 3 day trial on 2016-07-07 & you were billed the monthly fee on 2016-07-10 because you didn't cancel within your trial period.  We have no record of any phone calls from you, but as we indicated in our prior email to you, we have cancelled your next billing for you, but your current paid membership won't expire until 2016-08-09.However, if you wish to apply for a refund, in order to do so under our 3-Day Cancellation-With-Refund Policy you must mail a signed original letter stating:-Your FULL NAME.-Your Mate1.com Nickname.-The billing address used for your subscription.-Your email address.-As well as your desire to cancel and apply for a refund.This notification must be postmarked no more than 72 hours after the initial date of the subscription, reactivation or rebill for which you wish to claim a refund.The right to refund does NOT include charges from previous billing periods.  Under this policy, you are entitled to only one refund. Any requests for a refund on a subsequent subscription will be refused. Please note that members who continue to use the paid features of the site after the 3-day period following the subscription, reactivation or rebill in question are not entitled to a refund under this policy.ONLY if you are a Utah resident, can you also fax your notice to ###-###-####.In all other cases, this notice must be sent to:3-Day Cancellation DepartmentMate1.com Inc334 Cornelia St, #354Plattsburgh, NY 12901United StatesIf any of the above information listed is missing, we will be unable to process your request.Please refer to our Terms and Conditions page, particularly Section 5, entitled Refunds, for more information.  For your convenience, here is a direct link.[redacted]Because your billing took place on the 10th, today is your last day to apply for the refund, so we hope you take advantage of that and do so today.  All of this information was already shared with you in an email we sent to you earlier this morning, but if you need to discuss this matter over the phone in greater detail with a customer service representative, please call ###-###-#### or ###-###-#### between 9 AM and 9 PM E.S.T., Monday through Friday.Sincerely,Mate1 Customer Support

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.
I filed the complaint against mate1 because the spam email link went to mature single. As soon as I clicked on a link in there to determine where the spam was coming from it went to mate1. The bottom line is I received spam that went directly to mate1. The spam violated US can spam laws. I am happy to forward the spam to the email you provided, but as you probably already know almost all this type of spam uses links that expire in a short time to prevent trace ability. I want assurance that I will never be spammed from mate1 or their affiliates again. 
Regards,
[redacted]

Dear sir,Thank you for getting back to us about this matter and for providing the screenshot.  We have investigated further and can find no member by the name of [redacted] (we only ask for real names from paying members, however), nor any profile made using the sender's email address on Mate1.com.  We even tried variations on her name as a Mate1 screenameAs you have stated, you have never been a member of Mate1, and we have double checked that the email address you originally provided to us appears no where on our website as far as we can determine - in fact, our Terms and Conditions prevent the posting of email addresses.  An attempt to post an email address publicly on the website would result in it being automatically filtered/censored.  There was no need to share all of the recipient's email addresses as there is not much we can do with those, but thanks all the same.  At least showing that the email is being mass-sent indicates that this is a spammer.  They claim to be from Mate1 but there is no truth to these claims, nor would we ever send out any such emails.  Any genuine email from our company would come from a .mate1.com email address (such as [redacted]) and would be clearly marked as such, and would provide an opportunity within it to opt out.This is clearly the work of a spammer attempting to solicit money from individuals and using the name of an actual company to lend the appearance of legitimacy.  Unfortunately, private email addresses can be easily obtained in mass quantities by such individuals.   Anyone can then take those lists and mass send an email saying, as an example, "Hi, I'm Bob and I saw you on Facebook etc etc" and of course you may not even be a member of Facebook.I personally receive all kinds of junk saying I signed up for this, and I belong to that, and I was seen here and there, I am inheriting money from an African prince, etc.  It all goes into my Junk mail, which is where this should end up.  Your best bet would be to simply report the sender to gmail as spam, which will block the sender. We would like to be of further assistance,  but without you being an actual Mate1 customer, and being unable to locate your info on our website at all, we're not sure how else we can.  Please, if you ever are sent/find any evidence that your personal contact info is in any way posted on our website, or is being used in communication between any of our members, let us know (with a screenshot if possible) and we will remove it immediately.  Sincerely,MikeMate1 Customer Manager

Dear Mate1 member,  Thank you for your concern.  We do our very best to inform customers in several places during the advertised trial sign up process that trial memberships do renew automatically at the end of the trial.  This is a very common online business model used by other...

companies such as [redacted], etc.   In our specific case, the notice that a 3 day trial for $1.95 will renew into monthly membership appears in 4 places:1) In our Terms and Conditions, which you agreed that you had read, and understood, as you became a member.  For your convenience, here is a direct linkhttp://www.mate1.com/user-agreement2) On the sign up page itself, either on the side bar (for desktop users) or underneath the area you enter your credit card details (for mobile users).3) On the confirmation screen that appears (and is optionally printable) the moment your 3 day purchase is successful4) In an email receipt that we automatically send out to all our members.All members are responsible for cancelling their trial membership if they decide that they don't wish to continue beyond the 3 days.  We do show that your subscription was cancelled when you emailed us requesting that we do so, so your billing has completely ceased and your full access ended on October 6th.  If you need to discuss this matter over the phone in greater detail with a customer service representative, please call [redacted] or [redacted] between 9 AM and 5 PM  E.S.T., Monday through Friday, 10 AM to 4 PM on weekends.  Sincerely,  Mate1 Customer Support

Dear former Mate1 subscriber,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 3 day trial for $1.95 (not a month for 5 or 6$).   When you subscribed for your...

initial 3 day trial, the page upon which you entered your credit card information clearly stated the following:"Mate1 will provide you with uninterrupted, unlimited access to your account until you cancel your subscription. When your three day trial ends, if you haven't canceled, you will be seamlessly upgraded into a monthly membership for $49.95 a month. This subscription will renew every 30 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 3 day trial.  So, you were informed a total of 4 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 $49.95 for the 3/28/15 billing, since that was within our 3 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 2 refunds above and beyond the standard refund policy.  All 3 refunds were processed on 3/30/15 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,Mate1 Customer Support Manager

Dear customer, We're sorry to hear you did not enjoy your brief time with us on Mate1.com. We're sure that if you had spent more than a day on the site, you would have had a more positive experience.  Nevertheless, we do see that you cancelled within a day and asked for a refund within the time...

frame of our 3 day refund policy.  As such, we have posted the refund to your account.  Please allow from 3-7 business days for this to reflect on your side.  Your subscription was already cancelled and your profile has been removed as per your request.We hope this concludes the matter to your satisfaction.Sincerely,MikeMate1 Customer Support

Dear Mate1 subscriber,We're sorry to hear you didn't intend to let your 3 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 3 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 convenience. http://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 2015-06-08 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,Mate1 Customer Support Manager