Zoosk

Initial Business Response /* (1000, 5, 2015/06/09) */
Hello XXXXXXXXXX,
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.
We understand that you were not satisfied with your subscription purchase. Our records indicate that your subscription successfully expired on May XX XXXX. As a courtesy, we have refunded the initial subscription payment (Mar XX XXXX - $29.95) and the renewal payment (Apr XX XXXX - $29.95).
The refunds are issued directly to the credit cards or accounts 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

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. Sincerely, Trevor

Initial Business Response /* (1000, 5, 2014/05/13) */
This email was sent on May XX 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.
We understand you are inquiring about the automatic Wink Reply.
With a Wink Reply, a message will be automatically sent out to people who wink at you. This way you don't have to respond to the wink yourself, and you can encourage those who wink at you to send a more interesting, personalized message.
It's easy to manage your own Wink Reply.
From a computer:
- Log in to www.zoosk.com.
- Click on the user name menu at the top right of the page
- Select "Settings"
- Click on "Wink Reply" on the left side of your page.
From a mobile device:
- Log into Zoosk using your Application or t.zoosk.com
- Tap on the menu button on the top left corner
- Tap on "Settings"
- Tap "Wink Reply"
There is an option "On" or "Off" button. If you select "On", the Wink Reply Text field will be available for you to write and edit your "Wink Reply". There will be a default Wink Reply in the text field; however, you're welcome to replace this with a personalized message that more clearly reflects who you are. The important thing is to have fun with your Wink Reply and to use it to your advantage. Once you have written your new "Wink Reply" click on "Save".
If you prefer to not have an automated wink reply, then please select the "Off" button, then click on "Save".
I'm sorry to hear that you are unhappy with your experience with Zoosk and you want to cancel your Zoosk Subscription and request a refund.
Our records indicate that your Subscription was purchased through iTunes. Apple requires customers who purchase a Subscription on iTunes to cancel those Subscription renewals through their App Store on their iDevice, or through their iTunes Store on their computer. Please note that once you turn off the auto renewal, you will not be billed for your Subscription in the future and your Subscription will expire at the end of your current billing cycle.
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". Enter your password and tap "OK"
- From the main account page scroll down and tap "Manage"
- On the "Manage App Subscriptions" screen choose your Zoosk Subscription
- 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 to 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.
Unfortunately we are unable to provide refunds for Subscriptions processed through the iTunes Service
If you wish to contact iTunes directly, Apple asks their customers to go through their menu system in order to resolve their 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
I hope this is helpful and please contact us if you have any other questions or need help with your Zoosk account. Thank you for your patience and we wish you all the best.
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, 2015/10/30) */
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, 6, 2015/05/29) */
This email was sent on [redacted] 29, 2015:
Hello XXXXXXXXXX,
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.
Members of Zoosk are able to use the website at their own comfort level. The option to upgrade the membership to a Subscription is an option that expands your capabilities on Zoosk. As a free Member on Zoosk, members are able to create a profile, send and receive Chat requests, browse other Zoosk profiles, use Coins to send virtual gifts, unlock Mutual Matches within the Carousel game and Boost your profile to receive more views.
However, with a Subscription you have much greater access to Zoosk! The extra benefits of being a Subscriber on Zoosk include:
-Get full access to send and receive messages and winks
-Chat with your Connections
-Find out who viewed your profile
-Get full access to SmartPick features
Our records indicate that your Zoosk subscription expired on Dec XX XXXX. Upon subscription expiration, your Zoosk account reverted back to the free Member status. Unfortunately, because the subscription purchase occurred 11 months ago, we are unable to issue a refund for this transaction. We apologize for any inconvenience this [redacted] cause you.
We are more than happy to assist you with the deactivation of your profile when we receive that request. Our records indicate that you inquired about account deactivation via email on [redacted] 17, 2015. A Zoosk agent replied with the steps on how to deactivate your profile from your computer, and offered to deactivate it for you if you were not able to yourself. Per your request, I have deactivated your Zoosk profile.
Upon deactivation:
- Your profile and your photo will no longer be visible to Members
- Members can no longer reply to your prior flirts
- You will no longer have access to messages in your account
- You will lose all of your Zoosk Connections
- You will no longer have access to any Coins purchased
To ensure that the account is not reactivated, please refrain from opening any Zoosk Notification emails that you [redacted] receive over the next 48 hours. Performing certain actions on the content within these emails can possibly reactivate your account.
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, 2015/08/24) */
This email was sent on August 24, 2015:
Hello XXXXXX,
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 understand you are inquiring about cancelling your subscription and obtaining a refund for the automatic renewal that has occurred. However, at this time we are unable to locate a Zoosk account using the email address you provided in your Revdex.com report:
[redacted]@XXXXXXXXXXX.XXX
We look forward to assisting you, but we would need more information. Do you happen to have additional email addresses you may have used to create your Zoosk account? For example, if you added the Zoosk Application on Facebook, we would be able to look it up with the email associated with your Facebook account.
It would be helpful if you can share any additional information that will enable us to find your Zoosk account, such as a phone number if you validated with your mobile number or the number with which you signed up for SMS alerts.
I attempted to call the phone number within your Revdex.com report: XXX-XXX-XXXX, but did not get a response there, either.
We apologize for the delay, and are happy to work with you to resolve this issue. Please reply to this email with the information requested above, and I will personally look into your refund request.
Best regards,
[redacted]
Zoosk Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/09/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Hello [redacted],Thank you for contacting Zoosk Customer Support. Our investigation of the issue found that the account under your email address was blocked from Zoosk when we received disputes from the credit card company regarding several charges. As a result, the charges were refunded and the account...

was blocked.To ensure that you no longer receive emails from Zoosk, we have removed your email from our marketing list. Please note that it may take up to 48 hours for this to take effect.I hope this helps. Best regards,Zoosk Customer Support

Complaint:[redacted]I am rejecting this response because:Sincerely,Edwin[redacted]

Initial Business Response /* (1000, 5, 2014/07/18) */
This email was sent on July XX 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.
I apologize for the inconvenience, it seems that your letter for a refund was processed incorrectly as your followed the steps to request a refund within 3 days. We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested refunds for both your Subscription($ 74.95) and the cost for the purchases of coins(two purchases of $ 19.95 each) in the total amount of $ 114.85 . 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]
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.
Initial Consumer Rebuttal /* (2000, 7, 2014/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund was issued in the amount requested

Initial Business Response /* (1000, 5, 2014/02/19) */
The following email was sent on February 19, 2014:
Dear Mr. [redacted],
Thank you for your email. I'm sorry for any inconvenience you have experienced with Zoosk. 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,
Peter
Zoosk Customer Support
Final Consumer Response /* (2000, 7, 2014/02/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/24) */
This email was sent on July 24, 2015:
Hello XXXXXX,
I'm sorry for any inconvenience you have experienced with the unauthorized charge associated with your Visa card. Today we received your complaint from the Revdex.com so...

I have investigated your case and wanted to contact you directly.
Our records indicated that you contacted Zoosk via telephone on Jul XX XXXX regarding a fraudulent charge. The representative that you spoke with was able to locate the account that used your credit card, and informed you that due to the unauthorized activity related to your card, we would block the Zoosk account to prevent further access to it. Blocking the account also blacklists the credit card used during the transaction, preventing it from being charged again.
Because the account was blocked, we were able to void the transaction completely, as it was still pending during the time you contacted us. The transaction did not finalize and Zoosk was not able obtain payment for this purchase. The representative that you spoke with sent you a Voided Transaction Confirmation email after the call (Reference #XXXXXXX).
For your safety, however, Zoosk cannot divulge information about the account that used the credit card (for example: we're unable to release the email address, registered location, or any other personal contact information on file within the account). This type of information requires a legal subpoena to obtain. In these cases, we are happy to work with any law enforcement agency investigating your case.
While Zoosk is typically able to investigate and refund / void fraudulent charges to your credit card, we're unfortunately unable to refund an amount we did not directly charge you for (for example: monetary compensation for inconvenience, interest paid to your credit card, or insufficient funds charges applied by your bank). We apologize for any inconvenience this may cause you.
To discuss this charge further, please feel free to contact our Customer Service team. 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 Monday through Friday, from 7am-5pm, Pacific Time. Saturday and Sunday we are open from 8am-5pm Pacific Time. Please have the partial credit card number associated with the transaction available during the call.
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] C.
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2015/09/18) */
This email was sent on September 18, 2015:
Hello XXXXXXXX,
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 Better Business...

Bureau 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. As mentioned in our email response on September 14, 2015, our records indicate that your Subscription was purchased through iTunes.
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

Initial Business Response /* (1000, 5, 2015/12/22) */
This email was sent on December 22, 2015:
Hello XXXXXXXXX,
Thank you for contacting Zoosk Customer Support. I'm sorry for any inconvenience you have experienced. Today we received your complaint from the Revdex.com so I...

have investigated your case and wanted to contact you directly.
Our records indicate that a Zoosk account was created using your email address without your knowledge or authorization. Per your email request (Incident #XXXXXXXX), which was received and responded to on December 18, 2015, we have blocked the Zoosk account associated with the email address: [redacted]@XXXXXXX.XXXXX
Blocking the account (rather than deleting it) will prevent your email address from being used again to create another Zoosk account. It will also prevent access to the account moving forward.
If you would still like us to delete the account, please reply to this email to confirm. Please note that upon deletion, the email address "[redacted]@XXXXXXX.XXXXX" can then be used again to create a new Zoosk account.
Please let us know if you have any additional questions or concerns, and 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, 2015/08/11) */
This email was sent on Aug 11, 2015:
Hello XXXXXXXXXXXXX,
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 Better Business...

Bureau so I have investigated your case and wanted to contact you directly.
I apologize for the confusion regarding your subscription. As mentioned in our email responses on July 28, 2015 and on August 10, 2015, our records indicate that your Subscription was purchased through iTunes.
Apple requires customers who purchase a Subscription through iTunes to cancel those Subscription renewals through their App Store on their iDevice, or through their iTunes Store on their computer. Please note that once you turn off the auto renewal, you will not be billed for your Subscription in the future and your Subscription will expire at the end of your current billing cycle. Additionally, since your Subscription was processed through iTunes, any refund requests must also be directed toward Apple as they do not provide billing information for Subscriptions processed via their service.
If you wish to contact iTunes directly, Apple asks their customers to go through their menu system in order to resolve their 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.
Best regards,
[redacted]
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2014/09/03) */
This email was sent on September 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.
I apologize for any confusion concerning the renewal of your Subscription. All Zoosk Subscriptions paid for with a credit or debit card automatically renew at the end of each billing cycle. However, our records indicate that your Subscription has been canceled successfully.
Zoosk's renewal policy is outlined during the purchase process. The renewal terms that appear on the purchase page are available here: http://www.zoosk.com/autorenewterms. They are also available in the Terms of Service http://www.zoosk.com/tos and the Help section https://zoosk.zendesk.com
We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $ 29.95. 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]
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

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. Rather than address the issue, Zoosk has chosen to terminate my subscription. Apparently Zoosk keeps their balance sheet in the top drawer and their business ethic in the bottom drawer. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/07/28) */
This email was sent on July XX 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.
I apologize for any confusion. I would be happy to look into this matter for you however, at this time we are unable to locate a Zoosk account using the email address you provided: [redacted]. Perhaps you are already a veteran Zoosker?
We look forward to assisting you, but we would need more information. Do you happen to have additional email addresses you may have used to create your Zoosk account? For example, if you added the Zoosk Application on Facebook, we would be able to look it up with the email associated with your Facebook account.
It would be helpful if you can share any additional information that will enable us to find your Zoosk account, such as a phone number if you validated with your mobile number or the number with which you signed up for SMS alerts.
We apologize for this inconvenience, 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

Initial Business Response /* (1000, 8, 2015/05/26) */
After further investigation, we were able to locate the confirmation of the refund that was sent to the customer on May 23, 2015:
Hi XXXXXXXXXXX,
Thank you for contacting Zoosk Customer Support.
Per your request, I have cancelled your...

Zoosk Subscription. I am sorry that you will not be continuing to use Zoosk. If you have any feedback about how to make the service better, it would be welcomed.
I have requested a refund as follows:
Subscription: 3 months subscription
Fee: $59.95
Total: $59.95
After a refund is issued, it will 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. The refund is issued directly to the credit card or account used to make the purchase.
Please contact your bank or credit card institution to inquire about the status of a refund if 10 business days pass [redacted] the issue date.
Per your request, we have deleted your profile and account from the Zoosk service.
[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.
We appreciate the time you spent on Zoosk.
Best regards,
[redacted]
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
Initial Consumer Rebuttal /* (2000, 11, 2015/05/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response from the business because after I cancelled my subscription, pursuent to the terms of use, mailed a certified letter and then waited for zoosk to fulfill their refund policy for my state I received nothing from zoosk: no refund, no confirmation they had received my letter. The tracking number for the usps varified they received it and I waited 10 days as agreed in the terms and got nothing except the email stating I had cancelled my subscription, nothing more regarding the letter or refund. I called zoosk on the 11th day after they received my letter and after a long wait and being asked lots of questions, the representative asked me if I wanted a 50% off subscription to continue with zoosk. I said no and when asked why I wanted to leave zoosk I replied because zoosk did not honor their terms of use and had no record when I called of my letter, they had to look into it, a clear violation of their terms of use, when they asked me when I mailed them the certified letter they signed for 11 days before. The representative who wrote the response could not locate my account because I asked when I called for my account to be permanantly deleted because I did not want zoosk to use my image in any way nor did I want my credit card on file for a service I do not trust. I had been informed on the phone that I would receive my refund for the full amount in 5 to 10 business days. I in fact received it the next day. I received confirmation that I was going to be refunded several hours after the telephone call. I am impressed that zoosk did in fact honor my request for permanant deletion of my account rather than merely deactivation which would have stored my credit card number in their system indefinitly. I was adamant that they permanantly delete my profile and they actually did, though with no confirmation email to me to attest they had. I did not want to reply directly to the company and instead chose to wait for the Revdex.com to received a response because zoosk has the certified letter in their posession proving I complied and they violated their terms of use and I want them to better their companies standards by ensuring they adhere by the agreements they make with their customers.

Initial Business Response /* (1000, 5, 2016/01/12) */
This email was sent on January 12, 2016:
Hello XXXXXXXXX,
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.
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, 2015/01/20) */
This email was sent on Jan XX 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.
I apologize for any confusion regarding the activation fee on Zoosk. Please note that we display all applicable charges including the Activation Fee on the confirmation page before confirming your Purchase. I have provided a few different images of the Confirmation page on multiple different platforms in attachments on in this email.
As a courtesy we have submitted a request for a refund of $ 24.99 for the activation Fee. 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