Zoosk

Initial Business Response /* (1000, 5, 2014/09/03) */
This email was sent on September X XXXX:
Dear ***,
Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I
have investigated your case and wanted to contact you directly
I apologize for any confusion concerning the renewal of your SubscriptionOur records indicate that your Subscription has been canceled successfully
We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of RThe refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-business days for the refund to process
Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction
Best regards,
*** S
Zoosk Customer Support

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

Hi Sharon,
Thank you for contacting Zoosk Customer Support
The charges you are describing were attempts to renew your subscription that were not successfulThese charges will not complete
You should no longer see the pending charges from Zoosk on your online banking statementPlease
check with your banking institution to confirm
The length of time that funds are held is determined by your bank or credit card's policiesPlease contact your bank/credit card provider if you need assistance with an authorization hold transaction
I hope this was helpful and please contact us if you need further assistance
Best regards,Zoosk Customer Support

Hi Trace,
It looks like your subscription recently renewed, and you don’t intend to use it at this time. All Zoosk subscriptions renew unless cancelled before the renewal date. Our records do not show a cancellation before your renewal, which is why you were charged again.
We appreciate the...

time you spent with us as a subscriber, so we are refunding your most recent subscription and upgrade payments. The subscription will no longer renew and there will be no further subscription charges. Since the renewal is being refunded, your profile has reverted to a free, basic member profile. Your refund will be issued to the account that made the purchase. Please allow 5-10 business days for the refund to process.
Zoosk subscription renewals are explained when you make your purchase, as well as on our renewal terms:[redacted]
If you wish to resubscribe, please use the following promo code to receive a 25% discount: ztywgtwt
Promo codes are only valid for credit card payments.
We wish you the best, and hope you enjoyed Zoosk.

Initial Business Response /* (1000, 5, 2015/10/30) */
This email was sent on October 30, 2015:
Hello XXXXXXXXXXXXXXXX,
Thank you for contacting Zoosk Customer Support. I'm sorry for any confusion you have experienced regarding the Zoosk service. Today we received your complaint from the...

Revdex.com so I have investigated your case and wanted to contact you directly.
We understand you would like to erase the information on your profile. Per your request, we have removed your profile and account from the Zoosk service.
We appreciate the time you spent on Zoosk. Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted]
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2015/09/30) */
This email was sent on September 30, 2015:
Hello XXXXXXXXXXXXXX,
Thank you for your email. I'm sorry for any inconvenience you have experienced with your Zoosk iTunes subscription. Today we received your complaint from the Better...

Business Bureau so I have investigated your case and wanted to contact you directly.
Unfortunately, it appears that the subscription purchase did not register correctly when transferred from Apple's billing system. Please forward the iTunes confirmation email that you received for your purchase to: [redacted]@zoosk.com, and we will be happy to start the subscription on your Zoosk profile.
When forwarding the confirmation email, please include your Zoosk account information in the body of the email if it differs from your iTunes account information. This will allow us to locate the correct Zoosk account and apply the correct subscription to it.
If you would like to contact iTunes directly to request another copy of the purchase confirmation email, Apple asks their customers to go through their menu system in order to resolve the issue. Please follow this link, which will take you to Apple's Customer Support page where you can send a support ticket directly to Apple:
https://ssl.apple.com/emea/support/itunes/contact.html
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction, and please let us know if you have any additional questions or concerns.
Best regards,
[redacted]
Zoosk Customer Support

Hi [redacted], Thanks for contacting Zoosk Customer Support. We want everyone to be happy with their Zoosk subscription purchase. As a courtesy, we have issued your refund.  Refunds are issued directly to the credit card or account used to make the purchase. After a refund is issued, it...

may take 5-10 business days to post to an account. The time will vary depending on the original payment method, the currency used to make the purchase, and your country of residence. Please contact your bank or financial institution to inquire about the status of a refund if more than 10 business days have passed from the date the refund was submitted.  If you have any further questions or concerns, feel free to contact us.  Best regards,Zoosk Customer Support

Initial Business Response /* (1000, 5, 2015/06/12) */
This email was sent on June 12, 2015:
Hello XXXXXXXXXX,
Thank you for your email. I'm sorry for any inconvenience you have experienced with Zoosk Customer Service. Today we received your complaint from the Revdex.com so I have...

investigated your case and wanted to contact you directly. However, I was unable to locate a Zoosk account associated with the email address you have provided in your Revdex.com Case: [redacted]@XXXXXX.com.
Unfortunately, Zoosk does not offer a free 30-day trial subscription. However, we periodically offer discounts toward our paid subscription packages. Any of our representatives can check for and assist you with a subscription discount. Users in the United States and Canada may contact us by phone using our toll free number: 1-888-We-Zoosk (X-XXX-XXX-XXXX) during our live phone support hours from 8am-5pm, Pacific Time. We're available 7 days a week to assist you.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted]
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2015/08/06) */
This email was sent on August 06, 2015:
Hi XXXXXXXXXXXXXXXXX,
Thank you for your email. I'm sorry for any inconvenience you have experienced with your Zoosk account. Today we received your complaint from the Revdex.com so I...

have investigated your case and wanted to contact you directly.
When a user purchases Zoosk Coins with a credit card, they are presented with the option of Coins Auto-Refill. The user can opt out of this option during the purchase process. If the user chooses to opt in, the amount of Coins purchased will automatically be repurchased when the user's Coin balance drops below 20 Coins. If the user chooses to opt out, the Coins will not refill unless the user manually makes another purchase. If you are not sure if your Coins will automatically refill, these settings can be changed anytime. From a computer, simply log in to www.zoosk.com and click your username menu at the top right of the page. Select "Coins". From this page, you can make adjustments to your Coins refill settings.
Our records indicate that a you called Zoosk Customer Service on Jul XX XXXX regarding the automatic refill of the Coins within your account, and during the conversation, a refund was requested for the following transactions:
Jul XX XXXX - $99.95 (Coins refill)
Jul XX XXXX - $59.95 (Subscription)
Total refund amount: $159.90
Please note: refunds are issued directly to the credit card or account used to make the purchase. After a refund is issued, it may take 5-10 business days to post to an account. The time will vary depending on the original payment method, the currency used to make the purchase, and your country of residence. Please contact your bank or financial institution to inquire about the status of a refund if more than 10 business days have passed [redacted] the date the refund was submitted.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted]
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2015/01/06) */
This email Was sent on Jan X XXXX:
Dear [redacted],
Thank you for your email. I'm sorry for any inconvenience you have experienced with your Zoosk subscription. Today we received your complaint from the Revdex.com so I have...

investigated your case and wanted to contact you directly.
Zoosk offers our members to create a free profile to be able to view other Zoosk profiles and to see if their is anyone that may fit the members interests before Subscribing.
However, we realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $ 99.94 . The refund will be issued directly to the credit card or account you used to make the purchase. Please allow 5-10 business days for the refund to process.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted] S.
Zoosk Customer Support
For additional tips and information about safe online dating, please review our Online Dating Safety Tips by visiting www.zoosk.com/safety.php

Hi [redacted]Thanks for contacting Zoosk Customer Support.I apologize for any frustration you have experienced in this matter. Our records indicate that you cancelled automatic renewal for your Zoosk Subscription on March 10, 2016. Our records also indicate that automatic renewal was reactivated on...

March 22, 2016.We appreciate the time you spent with us as a Subscriber so we have processed a refund on your most recent payment of $ 29.95 on April 9, 2016. Since the renewal charges are being refunded, the Subscriber benefits have been deactivated.  The Subscription will no longer renew and no further Subscription charges will be applied.Your refund will be issued directly back to the credit card or account used to make the purchase. Please allow 5-10 business days for the refund to process. [redacted]If you wish to resubscribe within the next 30 days, please use the following coupon code at the time of purchase to receive a 50% discount: [redacted]Please be sure to only use Coupon Codes offered directly by Zoosk. Also please note that Coupon Codes are valid for credit card payments only. I hope this was helpful and thank you for your patience. If you decide you would like to come back as a Subscriber, please contact us prior to subscribing and we will waive your Activation Fee and provide any discounts or promotions available at that time. If you have any further questions or concerns, feel free to contact us.Best regards,

Initial Business Response /* (1000, 5, 2015/10/30) */
This email was sent on October 30, 2015
Hello XXXXX,
Thank you for your email. I'm sorry for any inconvenience you have experienced with your Zoosk subscription. Today we received your complaint from the Revdex.com so I...

have investigated your case and wanted to contact you directly.
I apologize for the confusion regarding your subscription. I understand that you are requesting a refund of the subscription that you've purchased. Our records indicate that you purchased your Zoosk subscription through iTunes.
To cancel the automatic renewal of your Zoosk Subscription on your iPhone, iPad or iPod, please follow the steps listed below:
- Launch App Store on your Apple device
- Tap on "Featured" in the left corner of the App Store menu
- Scroll down to the bottom of the screen and tap on "Apple ID" (if you have not signed in to your account recently, it will say "Sign In" instead)
- From the pop up menu tap "View Account" or "View Apple ID". Enter your password [redacted] tap "OK"
- From the Account Settings page scroll down and tap "Manage" underneath Subscriptions
- On the "Manage App Subscriptions" screen choose your Zoosk Subscription (if required)
- Use the options to manage your subscription. You can choose a different subscription period, or turn off Auto-Renewal. Tap "On" to toggle the switch to the "Off" position
- Tap "Turn Off" on the confirmation pop up screen
To cancel automatic renewal of your Zoosk Subscription through iTunes on your computer or laptop, please follow the steps listed below:
- Launch iTunes on your computer
- Click on "Store" option from the top menu bar and Select "View Account" (you may be asked to re-enter your iTunes password ** log in)
- From Account Information Screen, scroll down to the bottom of the page to the "Settings" section
- Click on "Manage" to the right of Subscriptions
- From the "Manage Subscription" screen click on your Zoosk Subscription
- On the Edit Subscription screen, click the "Off" button to turn off Auto Renewal.
- Click on "Continue" button on the Confirmation Screen.
If you wish to contact iTunes directly to request a refund of your subscription, Apple asks their customers to go through their menu system in order to resolve the issue. Please follow the link, which will take you to Apple's Customer Support page where you can send a support ticket directly to Apple:
https://ssl.apple.com/emea/support/itunes/contact.html
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted]
Zoosk Customer Support

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. Once they refund I will remove my complaint. Sincerely, Erik [redacted]

Initial Business Response /* (1000, 5, 2016/01/22) */
This email was sent on 1/22/2016
Thanks for contacting Zoosk Customer Support.
I'm sorry that your recent experience on Zoosk didn't entirely meet your expectations. We realize that dating can be tricky. So at Zoosk our goal is to make...

things fun and easy for you. We are always working to maintain a community in which users feel comfortable to date their way, whether they want to browse, flirt, or find a soul mate. If you think there is something we can improve in order to provide you with a better experience in the future, please feel free to let us know.
Please recall that we displayed a confirmation screen before completing the transaction. This screen showed the total purchase amount, including all applicable taxes and Activation Fees. In order to complete the purchase you were required to view and accept this confirmation which also requires to to agree to our Terms of Service.
We will be refunding your most recent subscription payment of $29.95. The refund is issued directly to the credit card or account used to make the purchase. After a refund is issued, it may take 5-10 business days to post to an account. The time will vary depending on the original payment method, the currency used to make the purchase, and your country of residence. Please contact your bank or financial institution to inquire about the status of a refund if more that 10 business days have passed [redacted] the date the refund was submitted.
Best regards,
[redacted]
Zoosk Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2016/01/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 6, 2015/11/20) */
This email was sent on November 20, 2015:
Hello XXXXX,
Thank you for contacting Zoosk Customer Support. Our records indicate that your Zoosk account was blocked due to a violation of the Zoosk Terms of Service, which you can review...

by visiting the following page:
https://www.zoosk.com/en/tos
In this document, we explain the guidelines for appropriate use of the Service, what constitutes a violation of the Terms of Service, and how these Terms of Service are enforced.
As a courtesy, I have refunded the $XX.XX transaction from your last subscription purchase. The refund is issued directly to the credit card or account used to make the purchase. After a refund is issued, it may take 5-10 business days to post to an account. The time will vary depending on the original payment method, the currency used to make the purchase, and your country of residence. Please contact your bank or financial institution to inquire about the status of a refund if more than 10 business days have passed [redacted] the date the refund was submitted.
Thank you again for bringing this matter to our attention. Please let us know if you have any additional questions or concerns.
Best regards,
[redacted]
Zoosk Customer Support
Initial Consumer Rebuttal /* (3000, 8, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want them to purge my credit details I have in the past had my account charged when I did not intend to re-register with their service . Looking on line this seems to be happening to alot of ex zoosk users with Revdex.com complaints
Final Business Response /* (4000, 10, 2015/12/11) */
This email was sent on December 11, 2015:
Hello XXXXXXX,
Thank you for your follow-up inquiry, and I apologize for any additional confusion regarding the status of your account.
When a Zoosk account is blocked due to a violation of the Terms of Service, the associated credit card on file is blacklisted to prevent any further charges to it. The credit card ending in XXXX can no longer be used again on our system, on any Zoosk account.
Please let us know if you have any additional questions or concerns.
Best regards,
[redacted]
Zoosk Customer Support
Final Consumer Response /* (4200, 14, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Fraudulantly keeping my credit details exposing me to credit card theft if their data gets hacked

Initial Business Response /* (1000, 5, 2015/09/22) */
This email was sent on September 22, 2015:
Hi XXXXXXXXXXXXX,
Thank you for contacting Zoosk Customer Support.
I'm sorry for any inconvenience you have experienced with your Zoosk account. Today we received your complaint from the...

Revdex.com so I have investigated your case and wanted to contact you directly.
We understand you would like to erase the information on your profile. Per your request, we have removed your profile and account from the Zoosk service.
Please note, for support purposes, users in the United States and Canada may contact us by phone using our toll free number: 1-888-We-Zoosk (X-XXX-XXX-XXXX) during our live phone support hours from 7am-5pm, Pacific Time, 7 days a week.
If help is required outside our live phone support hours, please contact us via email at [redacted]@zoosk.com. We typically reply within 1-2 business days.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted]
Zoosk Customer Support

Hi Ed,
Thanks for contacting Zoosk Customer Support.
We want you to be satisfied with your Zoosk purchase. As a courtesy, we have issued your refund.
Refunds are issued directly to the credit card or account used to make the purchase. After a refund is issued, it may take 5-10 business...

days to post to an account. The time will vary depending on the original payment method, the currency used to make the purchase, and your country of residence. Please contact your bank or financial institution to inquire about the status of a refund if more than 10 business days have passed from the date the refund was submitted.
If you have any further questions or concerns, feel free to contact us.
Best regards,

Hi [redacted],Thank you for contacting Zoosk Customer Support.Our records indicate that you purchased a 3-Month Subscription, then deactivated your profile while you still had time left on your Subscription. This sequence of actions resulted in the loss of your Subscriber benefits. We are disappointed...

to hear of any trouble; please recall that we displayed an alert before deactivation was complete.As a courtesy, we have reactivated your Subscription benefits. At this time you will have your Subscriber benefits until the end of your paid term. If you would like to return as a Subscriber after the expiration date, you will be eligible for special promotions available at that time. Please contact Customer Support prior to subscribing to inquire about any possible discounts.If would like to take a break from Zoosk, but still keep your Subscription active, please use our Pause feature. The Pause feature allows you to temporarily suspend your account, removing it from [redacted], [redacted], and [redacted], without cancelling your Subscriber benefits. To take advantage of Pause, please follow the steps below:Log into your Zoosk account at [redacted] on a computer or laptop, or from [redacted] on a mobile device (you cannot do this action from a mobile app)Go to your Account Settings, then select 'Account' from the menuNext to 'Account Status,' click 'Edit'You will see your account options there -- you may see both 'Pause Account' and 'Deactivate Account' as options.For more information on Pause see our FAQ entry:[redacted]I hope this is helpful and please contact us for any questions or concerns you may have.Best regards,Tell us why here...

Initial Business Response /* (1000, 5, 2015/08/19) */
This email was sent on August 19, 2015:
Hello XXXXXXXX,
Thank you for your email. I'm sorry for any inconvenience you have experienced with your Zoosk subscription associated with the email address: XXXXXXXXXXXXXXXXX. Today we received...

your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly.
We understand that you were not satisfied with your subscription purchase. I have cancelled your Zoosk subscription and have processed a refund of $74.95. The refund is issued directly to the credit card or account used to make the purchase. After a refund is issued, it may take 5-10 business days to post to an account. The time will vary depending on the original payment method, the currency used to make the purchase, and your country of residence. Please contact your bank or financial institution to inquire about the status of a refund if more than 10 business days have passed [redacted] the date the refund was submitted.
Please note: We have technical support agents available to assist you with your account if you experience issues while using the service. Users in the United States and Canada may contact us by phone using our toll free number: 1-888-We-Zoosk (X-XXX-XXX-XXXX) during our live phone support hours from 7am-5pm, Pacific Time, seven days a week.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted]
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2015/08/28) */
This email was sent on August 28, 2015:
Hello XXXXXXXX,
Thank you for your email. I'm sorry for any inconvenience you have experienced with your Zoosk account. Today we received your complaint from the Revdex.com so I...

have investigated your case and wanted to contact you directly.
We understand you were prompted to purchase Zoosk Coins while using certain features on the site. We're sorry for any confusion this may have caused. When sending a message, you may be asked if would like "Special Delivery" or "Delivery Confirmation". These are optional features that can be purchased using Coins, Zoosk's virtual currency. If you want to send a message without using any of the extra options, please leave them unselected. You may also use Coins for our Carousel feature, or to send a virtual gift to another Zoosker, such as a teddy bear.
Our records show that you have an active Zoosk Subscription. The extra benefits of being a Subscriber on Zoosk include:
-Get full access to send and receive messages and winks
-Chat with your friends
-Find out who viewed your profile
-Get full access to SmartPick features
Due to the confusion, I have added 200 complimentary Coins to your account so you can try some of these optional features. Please note that you will still be able to read messages you may receive from other members without the use of Coins.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted]
Zoosk Customer Support