Zoosk

Initial Business Response /* (1000, 5, 2015/07/07) */
This email was sent on July 07, 2015:
Hello XXXXXX,
Thank you for your email. I'm sorry for any inconvenience you have experienced regarding the charges to your company's credit card. Today we received your complaint from the...

Revdex.com so I have investigated your case and wanted to contact you directly.
Unfortunately, Zoosk is unable to issue refunds for purchases over 60 days old. The major financial channels have provided a 60 day window for Merchants to perform certain actions against credit card charges. After this time period the Merchant's access to the transaction is either restricted or fully denied. However, we will be happy to work directly with XXXXXXX XXXXXXXXX Bank during their investigation.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction. Please let us know if you have any additional questions or concerns.
Best regards,
[redacted]
Zoosk Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2015/07/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received 4 refunds, this is better than nothing and does help. However, I feel like the person ([redacted] ???) that got our card number and opened up the account with Zoosk needs to be confronted and held accountable for her/their actions. I know that Zoosk has this person's information and with this being a credit card fraud purchase there needs to be some kind of action placed on them. I hope that Zoosk will follow up with this and help make their site safer and better.

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

Initial Business Response /* (1000, 5, 2014/09/18) */
This email was sent on September 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 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.
We apologize for any uncomfortable experiences you have had on Zoosk. It is very important to us to provide Zooskers with a safe online dating experience. If you see inappropriate content or behavior on Zoosk, please bring it to our attention by blocking or reporting the Member.
If you are on www.zoosk.com on your computer and you're looking at the profile you wish to block or report, next to their photo, you will see a light gray down arrow next to their age, city and their astrological sign/name they're using. Click on the down arrow and click on "Report Abuse" and choose a reason to block or report that person. Any blocking or reporting will remain anonymous to this Member. From within the Conversations or Messages box you can block another profile by clicking on Block User on the left of the message box.
If you are using Zoosk Messenger and you're on a person's profile, a gray "person" icon with a red circle with a slash will appear next to "Messages" underneath their photo. If you click on this icon, a drop-down menu will appear. Choose "Report this User". You will then have the option to choose a reason to block them.
If you are using an Android device and you're looking at the profile you wish to block, next to the message space, you will see a "gift box" and three dots "•". If you click on the 3 dots, you will be shown reasons to block that person. Click on "Report" and the profile will be removed shortly.
If you are using an iPhone and you're on the person's profile you want to report or block, tap on the three dots "•" next to the gift box icon next to where you would normally type your message. If you click on the 3 dots, click on "Report User", choose the reason from the menu, click "Report", and the profile will be removed shortly.
Once you block someone, you should not receive any further Messages from that specific user, and you will no longer be visible to that person. The blocked user will no longer be able to send you Winks, Messages, Gifts, or Chat Requests on Zoosk. Users you have blocked will no longer appear in your Search results.
Reported profiles are reviewed by Zoosk employees every day. You will not receive any follow up information regarding your submitted report, but please rest assured that we thoroughly investigate the content and behavior of the reported Zoosker. We will then take the appropriate action based on our investigation.
Please take a moment to review our Online Dating Safety Tips: http://www.zoosk.com/safety.php
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Kind 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

Initial Business Response /* (1000, 5, 2016/01/12) */
Revdex.com Complaint Case# XXXXXXXX
This email was sent on 1/12/2016
Hi [redacted],
Thank you for contacting Zoosk Customer Support.
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.
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 for $59.95 to the Master Card ending in xxxx.
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.
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 Consumer Rebuttal /* (2000, 7, 2016/01/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks I appreciate the quick response to this situation.

Initial Business Response /* (1000, 5, 2015/07/22) */
This email was sent on July 22, 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 Revdex.com so I...

have investigated your case and wanted to contact you directly.
I apologize for the confusion regarding your subscription. As mentioned in your phone conversation with a Zoosk representative on July 08, 2015, and also in the follow-up email sent after that call, our records indicate that your Subscription was purchased through iTunes.
Since your Subscription was processed via iTunes, any refund requests must also be directed toward Apple as they do not provide billing information for Subscriptions processed through their service. If you wish to contact iTunes directly, Apple asks their customers to go through their menu system in order to resolve any refund issues. 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, 2016/01/06) */
This email was sent on January 06, 2016:
Hello XXXXXXXXXX,
Thank you for contacting Zoosk Customer Support. 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.
Our records indicate that you contacted Zoosk via email and requested to cancel your subscription (Support request #XXXXXXXXXXX), which was received on XX/XX/XXXX. In our response, the agent explained that Zoosk subscriptions are non-refundable, but also offered to downgrade the subscription to 1-month at $XXX.XXX. She also explained that Zoosk Coins are an optional secondary purchase, and can be used on additional features within your account.
We would like to confirm that Zoosk does not charge a convenience fee on top of the subscription you had already purchased, and there are no additional hidden charges associated with your subscription or Zoosk account.
Our records also indicate that we received a dispute from your bank or credit card institution, and they reversed the $XXX.XXX transaction for the subscription purchase due to this dispute. This reversal was processed on XX/XX/XXXX. Because of this dispute, your Zoosk account was blocked to prevent any future charges.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction. Please let us know if you have any additional questions or concerns.
Best regards,
[redacted]
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2014/09/18) */
This email was sent on September 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 however I am unable to locate a profile with any recent purchases using the email address provided " [redacted]@yahoo.com ". 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, and thank you for your patience.
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
Initial Consumer Rebuttal /* (3000, 7, 2014/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You may try [redacted]@gmail.com, but I never received anything from zoosk via any other email. You don't need to see my account to make the necessary changes to your process to make it easy for someone who no longer wants to subscribe to your services. I chatted with many people on there who have had the same experience as I. The cancellation number is never manned or it is ignored. There is no option anywhere to simply cancel one's subscription. You, as a business, must furnish adequate way for members to manage their accounts, including being able to cancel a subscription after they have used the time they paid for and no longer choose to subscribe. This is deceptive practices in my opinion. Again, you need not look directly at my account to address this issue. You need to provide and easy way for subscribers to unsubscribe should they choose after their initial paid time has expired. [redacted]
Final Business Response /* (4000, 9, 2014/10/03) */
This email was sent on October 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.
We appreciate your feedback regarding Zoosk's cancellation policy. We always appreciate hearing from Zooskers about how to improve their Zoosk experience. Please know that your opinions are valued. I will be sure to bring this to the attention of the appropriate department.
I apologize for any inconvenience you experienced while cancelling your Subscription. We were experiencing higher call volumes then usual but can assure you that our phone lines are active from 8am-5pm Monday through Friday, Pacific Time.
We appreciate our customers at Zoosk and we are working to provide a positive online dating experience for our customers. We understand that dating can be tricky, and we recognize that it often takes time and effort to get responses and make connections. When thinking about cancelling a Zoosk Subscription, it is important to us to understand what issues you're having on Zoosk so we can help you have a better experience. Our Zoosk Customer Support team can assist if you decide to cancel, but we can also help improve your Zoosk experience by:
- Giving you great tips that will help you get more responses
- Offering promotions and discounts that can make your Subscription more affordable
- Providing information that will help you understand how to use Zoosk features more effectively
Our Zoosk Customer Support team would love to help you with all these options, and can also assist you if you still decide you want to cancel your Subscription. Click here https://www.zoosk.com/contactinfo.php?from=faq to contact Zoosk Customer Support for help with your Subscription, including cancelling your Subscription. You may also submit a request via email.
As you have requested, your Zoosk profile has been Deactivated. Your profile is no longer visible in the search field and you will no longer be contacted on your Zoosk account as it is no longer active. To ensure that the account is not reactivated, please refrain from opening any Zoosk Notifications emails that you may receive over the next 48 hours. Performing certain actions on the content within these emails can possibly reactivate your account.
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
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
Final Consumer Response /* (2000, 11, 2014/10/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their proposed resolution.
However, they did not address how they would correct there subscription process to help their other customers. So, I would expect that this will be an ongoing issue for zoosk and its members.
thank you,
[redacted]

Better Business...

Bureau: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 not received further communication from them and am happy about that. 
Thank you for your help! Now someone should look into their business model but that's another issue  I'm happy now, thanks!
Sincerely,
[redacted] N

Initial Business Response /* (1000, 5, 2014/03/21) */
The following email was sent on March 21, 2014:
Dear [redacted],
Thank you for contacting Zoosk.
We appreciate the time that you have spent with us as a Subscriber and we are sorry to hear that you are not satisfied with Zoosk....

Our dedicated Anti-Fraud team works hard to block any users that abuse our service and all members have the ability to report any suspicious behavior directly to the Anti-Fraud team.
If you feel like your account data has been compromised, please let me know what lead you to believe this to be true and we will investigate this issue further.
Per your request, your Subscription has been canceled and your profile has been deactivated.
There will be no further charges and your profile has been removed from 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, 2014/10/21) */
This email was sent on Oct 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 realize you are not satisfied with your purchase, so as a courtesy we have canceled your Subscription and requested a refund of $ 29.95 from your most recent renewal on Oct XX XXXX. 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

Initial Business Response /* (1000, 5, 2015/07/08) */
This email was sent on July 08, 2015:
Hello XXXXXXXXXXX,
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.
Our records indicate that you successfully purchased a 6-month subscription Jul XX XXXX for $74.95, and then via email, requested a full refund of your purchase. This request was received on Jul XX XXXX as well.
In our email response (also on Jul 06, 2015), we confirmed that we had cancelled your subscription and requested a refund of the $74.95 charge. Because the charge was still pending, the Zoosk billing department was able to void the transaction completely, so we will not be collecting on this transaction.
However, it is possible that your credit card company or bank has placed an authorization hold for the amount of the purchase. This is a common billing procedure, as many financial institutions will place temporary authorization holds for electronic purchases, even if the transaction doesn't complete successfully. Often this authorization will show as a "Pending" charge on your online statement. This authorization is not a charge and will be removed from your statement when the transaction "falls off", meaning the purchase did not complete.
The length of time that funds are held is determined by your bank or credit card's policies. Please contact your bank/credit card provider if you need assistance with an authorization hold transaction.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction. Please let us know if you have any additional questions or concerns.
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, John [redacted]

Initial Business Response /* (1000, 5, 2014/09/11) */
This email was sent on September 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 member has the choice to have a message that will be automatically sent out to people who wink at them. 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.
We realize you are not satisfied with your purchase, so we have cancelled your Subscription and will be issuing a refund in the form of a check. In order to process this however will need for you to confirm you mailing address in a response to this email. Additionally please be aware that in order to prevent further renewals of your Subscription you will need to process a cancellation on iTunes, follow the steps outlined below to complete this process.
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 ** 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, 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
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

Initial Business Response /* (1000, 5, 2014/09/09) */
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.
Our records indicate that you have already spoken with a Zoosk representative and we issued your refund of $ 54.94 on Aug XX XXXX to the card ending in [redacted] .
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 from 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] 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

Initial Business Response /* (1000, 5, 2015/07/22) */
This email was sent on July 22, 2015:
Hello XXXXXXXXXXXX,
Thank you for contacting Zoosk Customer Support.
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. As mentioned in your phone conversation with a Zoosk representative on July 08, 2015, our records indicate that your Subscription was purchased through iTunes. Any prior request to cancel the subscription on your account would have received the same information. The iTunes Subscription Confirmation email that you were sent (by Apple) also confirmed the automatic renewal policy through iTunes.
Since your Subscription was processed via iTunes, any refund requests must also be directed toward Apple as they do not provide billing information for Subscriptions processed through their service. If you wish to contact iTunes directly, Apple asks their customers to go through their menu system in order to resolve any refund requests. 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, 2014/08/28) */
This email was sent on August 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.
Our records indicate that have spoken with a Zoosk representative as of today August 28 2014 and per your request have we requested a refund of $ 74.95 and deactivated your profile.
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 from the date the refund was submitted.
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.
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, 2015/01/13) */
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 would be happy to assist with any issues you may be encountering. I would be happy to contact you directly if you would provide your phone number and a time I can reach you in a response to this email. Otherwise 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 Monday through Friday, Pacific Time.
We appreciate your time as a Subscriber. Our records indicate that your Subscription has been canceled successfully. The Subscription will no longer renew and no further Subscription charges will be applied. As long as you do not deactivate your profile, you will have access to your Subscriber features until the Subscription expires at the end of your billing cycle. If you choose to deactivate your account before your Subscription benefits expire, please keep in mind that you will forfeit any time you have left on your Subscription without a refund.
I also understand you would like to understand the use of Coins on Zoosk.
Coins are virtual currency used to purchase various features on Zoosk. With Coins, you can purchase virtual Gifts, arrange for a Special Delivery, receive a Delivery Confirmation for your email messages, Unlock Carousel matches and Boost your profile. Both Subscribers and free members can use coins.
"Gifts" are fun graphicssuch as flowers, pets, and cocktails that you can send to another Zoosker. The graphic will appear on a recipient's Zoosk profile.
"Special Delivery" will alert the message recipient with a pop-up that they have a special message from you.
"Delivery Confirmation" will notify you when your message has been read.
"Carousel" is a feature that allows you to instantly connect with similarly interested Zooskers.
"Boost" is a feature that helps you get noticed by your fellow Zooskers. For every Boost package you purchase, we'll put you at the very top of someone's search results or in a special place on the homepage of people interested in 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
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, 2015/01/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your help. Zoosk did send me an email with a satisfactory response once you contacted them. I wish they would be more responsive without having to complain. Thanks for your help.

Initial Business Response /* (1000, 5, 2014/02/27) */
The following email was sent on February 27, 2014:
Dear [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 apologize for any unauthorized charges that occurred on your bank account and for any confusion that resulted from your conversation with our customer service representatives.
As a successful romantic social network, we are sometimes the target of users creation fraudulent accounts with malicious intent. Therefor we have a dedicated anti-fraud team and employ sophisticated computer tools that recognize suspicious behaviors of potentially fraudulent accounts. Even so, a fraudulent account may not always be recognized before a payment is processed.
In response to your complaint I wanted to be clear about the following procedures:
- An account that is deemed fraudulent by our anti-fraud team will be immediately blocked and it will not be possible to process a purchase for that account. For your case, it was most likely determined after the purchase was processed, that the account was fraudulent. At the time of your contact with us, that account was already blocked and a refund had been pending.
- Zoosk is available internationally and we have many legitimate users in countries like [redacted] When the billing address or name on the card does not match our records, it will raise flags in our system that will be investigated by a member of our anti-fraud team, as these cases often times have a harmless explanation.
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 Consumer Rebuttal /* (3000, 7, 2014/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I can honestly think of a million different methods to protect consumers whilst still ensuring that their legitimate customers receive good service. The first thing that I can think of, just off the top of my head, is requiring a name instead of a serial number (which is what I was told was listed as the "name" of the owner of that fraudulent account). The second, CAPTCHA. The third, ask for a billing address and a legitimate name to use the bank card. I realize that the money was "refunded" (rather, the money stayed frozen on my account for 10 days (not refunded) until my bank completed the investigation and refunded the amount (not Zoosk)), but there should be stricter security measures. You wrote that " an account that is deemed fraudulent by our anti-fraud team will be immediately blocked and it will not be possible to process a purchase for that account" if that is true, how was my American bank card information processed by a numbered account in [redacted] There was no name associated with the account. Its a dating site and that doesn't strike anyone in your "anti-fraud" team as suspect? In any case, the middle ground what I believe is fair and just and protects consumers just like me is to amend your practices and require simple security measures that are put in place on every other legitimate business website that I have ever seen. Its not a difficult idea and it will ultimately benefit you and your business to have better security measures.
Final Business Response /* (4000, 9, 2014/03/07) */
We always appreciate feedback and ideas of how to improve our service.
Unfortunately often times incorrect names are provided by individuals who have no intention to use services like our legitimately. For this reason we decided not to base our anti-fraud efforts on a name that is provided.
CAPTCHA codes are a good measure to prevent automated use of a service such as sending repeated spam messages. This is a problem that needs to be addressed and Zoosk employs other methods to avoid this type of abuse. However, credit card abuse is generally attempted by individuals, not computers.
Finally, the billing address is often times available to individuals who have attained credit card numbers fraudulently. In respect for our customer's privacy, we decided not require a billing address when an account is created.

Initial Business Response /* (1000, 5, 2014/05/27) */
This email was sent on May 27 2014:
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 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
We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $37.46 . 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
Initial Consumer Rebuttal /* (3000, 7, 2014/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I subscribed to Zoosk back in late 2013 for 3 months and had the carousel in which I was able to use and collect coins, that came with my subscription. I renewed with Zoosk in Feb, 2014 for another 3 months. During the second month of my renewed subscription with Zoosk, I was unable to use the carousel. I called and was told it was a promotion and now had to purchase these coins. I said with my last subscription to Zoosk I had the carousel and had no problem. The rep told me I was at the end, what ever that meant. They talk about using these coins for special delivery and other things, No the carousel was about viewing 40 men and clicking on whether we would be interested in them or not. When you replied you got a coin free so in total you gathered 40 coins till the next day. When you wanted to view one of these men's profile you gave up 10 coins to view. So it didn't cost anything but then last month it stopped we were unable to view unless we paid money for the coins. Then last month also they extended my subscription till June 8 because I was experiencing a problem with their site and they gave me a few extra weeks. Once they received my complaint from Revdex.com they canceled me on May 27, 2014.
I just received that they can not do anything with the refund since it's up to my bank to find a way to reimburse me if the account is closed. There is no way the bank can credit me if the account is closed out, so no money was credited to me like Zoosk said it was.

Zoosk Customer Support wants to notify you that your support request (#XXXXXXX) has been answered!
________________________________________
[redacted] S. at [redacted] May XX XX:XX:
Hello [redacted],
Thank you for contacting Zoosk Customer Support.
I apologize for any confusion, when a refund is issued it is issued to the account it is withdrawn from. At this point it is up to the bank to make sure it is returned to the owner of the account, I would recommend contacting the Banking institution of the account to see how they will handle it. I hope this answers your question, please feel free to contact us again with any further questions.
Best regards,
[redacted]
Zoosk Customer Support
________________________________________
[redacted], May XX XX:XX:
My credit card was cancelled so you are unable to reimburse me to that credit card. I called Zoosk and spoke to Cecelia on 5/28/2014 at 7:10 pm to ask them what they can do about the refund and she had me going in circles, in fact, she said I should have made it known to Zoosk that I closed out my credit card and that it is no longer valid. [redacted] said, that they have already refunded you on that credit card and I said, it may show you did but the account is closed out for 2 weeks, it's impossible.
From: "[redacted] S. at Zoosk (Zoosk Help)"
To: "[redacted], [redacted]"
Sent: Tuesday, May 27, 2014 7:18:53 PM
Subject: (Zoosk Help) Re: Revdex.com Complaint Case# XXXXXXXX
________________________________________
[redacted] at Zoosk, May XX XX:XX:
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 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
We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $37.46 . 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
Final Business Response /* (4000, 9, 2014/06/05) */
Since this response to the Revdex.com has been submitted this member has contacted us directly:
"My subscription was extended to June 8, 2014 because I had technical issues with Zoosk, where I was unable to get on for four days and the tech extended my subscription to June 8. You obviously don't honor what you put down as you deleted it in my subscription or tell the customer."
"Because you can't reimburse me the $37.46 as my credit card account is closed. I am willing to take another 3 months free which includes the carousel. I had Zoosk the last three months in 2013 and everything was fine, I had the carousel until my subscription ended. I renewed in 2014 for three months and that is when the problem started, the second month of my previous subscription is when the carousel stopped and I was asked to pay for coins. I was told it was a promotion when I called in to ask what was wrong where did it go and I was told I was at the end. "End of what?" Let me know if this is acceptable."
We have responded to these further inquiring with this response:
Dear [redacted],
Thank you for your email.
As per your previous request we have already issued a refund for your Subscription in the amount of $ 37.46 on May XX XXXX which is the entire cost of your subscription which is why at this time you Subscription has been cancelled. I understand that this account may have been closed however we can only issue refunds to the account from which they were withdrawn. In this case you will want to contact the financial institution and see how they handle refunds to accounts that have been previously closed as it is now their responsibility to make sure the funds are returned to the proper recipient. I do apologize for any inconvenience this may have caused.
If you are still interested in a Subscription we would be happy to assist in resubscribing with whatever discounts we are currently offering, however the ability to earn Coins while playing Carousel is a limited time offer we provide to allow members to become familiar with Coins on Zoosk. At this time this offer is not available. If you would like me to contact you further regarding this matter or any other please respond to this email with your contact number and I will be happy to contact you directly.
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
Final Consumer Response /* (4200, 12, 2014/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They can't reimburse me the $37.46 to my credit card it is no longer, I stopped it. I being a nice person told them I would take 3 months free with the carousel free instead of the money and they refused. They will not reimburse me the $37.46 with any other payment by check or money order. If my credit card is void Zoosk could not have given me back the #37.46 like they said they did. Zoosk told me to go to my bank and get the money and tell them to find it. The carousel was paid for with my subscription and into the second month wanted me to pay for it. I don't pay for things twice. The carousel was my original complaint until Zoosk wanted to reimburse me my money now I have a totally new ball game with them. They can certainly reimburse my money back to me if they are legitimate and want to please their customers but they have to have it their way or no way. I feel the same it's my money and my complaint, because it's was wrong from the start with Zoosk, they started the whole thing by taking away a benefit and wanted me to pay extra for the carousel. The carousel is just viewing men, I paid for that when I signed up with my subscription.

Initial Business Response /* (1000, 5, 2014/05/14) */
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 realize you were having difficulties cancelling your Subscription, so we have canceled your Subscription and requested a refund of $ 29.95 for your most recent renewal. 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