Zoosk

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 realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $ 54.94. 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.
We here at Zoosk take harassment very seriously and allow our members to ability to report/block other members to prevent further harassment. 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.
The initial purchase price of a Subscription also includes a one-time Activation Fee of $ 24.99 and is presented to the user during the purchase process before confirming their purchase. This fee covers the start-up cost of the Subscription.
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, 2014/05/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Zoosk refunded me promptly. I can only hope no one else has an unfortunate experience...

Initial Business Response /* (1000, 5, 2016/01/22) */
Hello [redacted],
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.
I understand you are inquiring about multiple attempts made to your credit or debit card, 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, and thank you for your patience.
Best regards,
Brandon
Zoosk Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[email protected]
Final Business Response /* (4000, 9, 2016/01/28) */
Hi [redacted],
Thank you for contacting Zoosk Customer Support.
We apologize for the inconvenience you experienced. Upon review of your account our records indicate multiple attempts to purchase a subscription. Our system also attempted to assist you and provide a discount for the subscription. All transactions using card ending in 3475 have failed.
Our records indicate that you successfully purchased a 1-month Subscription on Thu Jan 14 2016 for $29.95.
Your Subscription is now active and ready for you to enjoy. The 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
As a courtesy for your issue, we have added an additional 30 free days to your Subscription.
Your Subscription is now set to renew on Wed Mar 15 2016.
We appreciate your patience and thank you for being a Zoosk Subscriber.
Best regards,
Brandon
Zoosk Customer Support
Final Consumer Response /* (4200, 11, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That was fraud, plain and simple. What gives them the right to try charging anyone's credit card three times in a row. My credit card company recognized the charges as fraud and froze my account. That's why the charges never went through! Had they went through this would be a different conversation, no, I think not. I ended up using a different credit card for account and I want a full refund, that's all.

Initial Business Response /* (1000, 5, 2014/11/11) */
This email was sent on Nov 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 $ 44.94. 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.
Please note that we do present the Activation fee before confirming your purchase. I have attached a few examples using the platforms your profile indicate that you have used.
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.
I apologize for any confusion regarding the Subscription options. 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.
[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.
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, 2015/07/24) */
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 Better Business...

Bureau 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, 2016/01/22) */
Hello [redacted],
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.
I understand you are inquiring about multiple attempts made to your credit or debit card, 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, and thank you for your patience.
Best regards,
Brandon
Zoosk Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[email protected]
Final Business Response /* (4000, 9, 2016/01/28) */
Hi [redacted],
Thank you for contacting Zoosk Customer Support.
We apologize for the inconvenience you experienced. Upon review of your account our records indicate multiple attempts to purchase a subscription. Our system also attempted to assist you and provide a discount for the subscription. All transactions using card ending in 3475 have failed.
Our records indicate that you successfully purchased a 1-month Subscription on Thu Jan 14 2016 for $29.95.
Your Subscription is now active and ready for you to enjoy. The 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
As a courtesy for your issue, we have added an additional 30 free days to your Subscription.
Your Subscription is now set to renew on Wed Mar 15 2016.
We appreciate your patience and thank you for being a Zoosk Subscriber.
Best regards,
Brandon
Zoosk Customer Support
Final Consumer Response /* (4200, 11, 2016/01/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That was fraud, plain and simple. What gives them the right to try charging anyone's credit card three times in a row. My credit card company recognized the charges as fraud and froze my account. That's why the charges never went through! Had they went through this would be a different conversation, no, I think not. I ended up using a different credit card for account and I want a full refund, that's all.

Initial Business Response /* (1000, 5, 2014/06/11) */
This email was sent on June 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 surrounding your account. For your protection the account you are referring has been placed on hold. All charges on this account have been refunded, the amounts being £22.74 for your Subscription and two refunds in the amount of £14.99 for Coins purchases placed on your account for a total of £ 52.72.
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 /* (2000, 7, 2014/06/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
While there was no exact explanation of why my account was placed on hold. I'm satisfied that the full amount charged was refunded as a way to resolve this matter.
In any case I did call to attention the practice of enabling this auto-charging without explicit user consent. And sincerely hope the business considers reviewing this practice.

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

Initial Business Response /* (1000, 5, 2015/05/22) */
This email was sent on May XX XXXX:
Hi XXXXXXXXXXXXX,
Thank you for your email. I'm sorry for any inconvenience you have experienced with your Zoosk subscription associated with the email address: xxxxxxxxxxxx.com. 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 purchased a 1-month Subscription on Feb XX XXXX for $19.95. 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.
Zoosk's renewal policy is outlined during the purchase process. The renewal terms that appear on the purchase page are also available here: http://www.zoosk.com/autorenewterms, as well as within the Terms of Service: http://www.zoosk.com/tos and the Help section https://zoosk.zendesk.com
Our records also indicate that you contacted Zoosk Customer Service on May XX XXXX, and the representative successfully cancelled your subscription per your request. During that call, you also accepted a refund of the May XX XXXX renewal of the subscription in the amount of $19.95.
Due to the confusion and inconvenience, we are also refunding the Apr XX XXXX renewal of $19.95 and the March XX XXXX renewal of $19.95 as well.
Your refunds 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 and post back to 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, 2014/02/05) */
The following email was sent on February 5, 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 Better Business...

Bureau so I have investigated your case and wanted to contact you directly.
Our records indicate that you have contacted us via phone on January 24, 2014 to request a refund of $99.95 for the coins that were purchased on January 23, 2014. Because some of the coins issues had already been used, the representative you spoke with offered to issue a partial refund of $74.95. Our records of that phone conversation indicate that this solution was satisfactory to you.
As a result the refund was issued and finalized by Zoosk on January 29, 2014. You would have received the credit to your credit or debit card 2-3 business days later. We apologize if the time-frame of the refund process was not made sufficiently clear by Zoosk. In general a refund will take 5 - 10 business days from initiation to completion.
Furthermore, your subscription has been successfully cancelled, and there have been no further charges aside from your initial subscription purchase and your coin purchase, that has been partially refunded.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
[redacted]
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2016/01/29) */
Hi [redacted],
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.
We apologise for the delay of your refund. Our records indicate that we issued your refund of US$29.95 to the card ending in 2818.
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.
Best regards,
[redacted]
Zoosk Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2016/02/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
THE ONLY REASON I CHOSE YES IS BECAUSE I RECEIVED THE REFUND YESTERDAY..AND IT WAS ONLY SENT ON. JANUARY 29TH...AFTER YOU CONTACTED THEM. THANK YOU FOR YOUR ASSISTANCE!!

I have just found out that I have been charged a renewal fee (On Nov 8, 2016) even though I cancelled in September 2016. I bought the original service through my computer and not an app. I cancelled through my computer. I never did received an email saying it was cancelled but I did get a confirmation on my screen. I should have screen captured it I guess. Of course, no number to call or direct email. I sent a demand of refund to the "contact us" on their website moments ago as I can no longer access my account. Which is strange, if I have been charged, why cant I access my account? That's because it was cancelled in September. I think this should be absolute and irrefutable proof that their systems are indeed charging cancelled accounts. I would recommend that when somebody uses a credit card on a dating site, when the user cancels their service, they simultaneously report their card as compromised and get a new credit account and kill the old one. This is only way to stop these dating sites from doing this.

Initial Business Response /* (1000, 5, 2014/04/01) */
This email was sent on April X XXXX:
Dear [redacted],
Thank you for your email. I'm sorry for any inconvenience you have experienced with your Zoosk profile. Today we received your complaint from the Revdex.com so I have...

investigated your case and wanted to contact you directly.
We're sorry for any frustration regarding a Zoosk account that was set up in your name. I see that your Facebook is attached to your Zoosk account, so the Zoosk Application may have been inadvertently added through Facebook. We have since deactivated your account per requested on March XX XXXX. Keep in mind, when you're clicking on something on Facebook and you see "Company name would like permission to share your basics" or the like, this means you are adding an application from an outside company and that company will have your basic information. If you do not want to continue with this if it pops up again, simply use your back button.
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, 2015/05/06) */
This email was sent on May 06, 2015:
Hello XXXXXXXXX,
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 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
Our records also indicate that we issued your refund of $37.47 on May 04, 2015 to the card ending in XXXX.
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. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted] C.
Zoosk Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2015/05/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to know what I actually violated in the terms and conditions. I dont think its right to just delete someones account and say they violated something but not explaining what was violated exactly
Final Business Response /* (4000, 9, 2015/05/27) */
Hello XXXXXX,
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 described in our previous email, we issued your refund of $37.47 on May 04, 2015 to the card ending in XXXX. 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

Hi Daniel,
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 wish to resubscribe within the next 30 days, please use the following coupon code at the time of purchase to receive a 25% discount: hmi8nri3
Please be sure to only use Promo Codes offered directly by Zoosk. Also please note that Promo Codes are valid for credit card payments only.
If you have any further questions or concerns, feel free to contact us.
Best regards,Zoosk Customer Support

Initial Business Response /* (1000, 5, 2014/02/11) */
The following email was sent on February 11, 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 Better Business...

Bureau so I have investigated your case and wanted to contact you directly.
At this time we are unable to locate a Zoosk account using the email address you provided: [redacted]@outlook.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?
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 appreciate your patience and look forward to assisting you further.
Best regards,
[redacted]
Zoosk Customer Support

Hello [redacted],Thank you for contacting Zoosk Customer Support.I apologize for any frustration you have experienced in this matter. We have removed your account and profile from Zoosk service and also flagged your email address to prevent any further email notifications.Best...

regards,

Initial Business Response /* (1000, 5, 2014/03/26) */
This email was sent on March 26, 2014:
Dear Mr. [redacted],
Thank you for your email. I'm sorry for any inconvenience you've 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.
However, 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 Business Response /* (1000, 5, 2014/09/18) */
This email was sent on September XX XXXX in response to a phone conversation with a Zoosk Representative:
Hi,
Thanks for contacting Zoosk Customer Support.
Our records indicate that we issued your refund totaling $ 229.60 for...

renewals dating back to Mar X XXXX. These were issued on Sep 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 [redacted] the date the refund was submitted.
Best regards,
[redacted]
Zoosk Customer Support
[redacted]
For clarification purposes the email Confirmation the member forwarded to the representative was not a cancellation confirmation but a link to where one would have been able to Cancel their subscription at the time. Even so as a courtesy we have provided a full refund for the purchases dating back to Mar per the members request.
Initial Consumer Rebuttal /* (2000, 7, 2014/09/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept the response from the Business now, while waiting for my refund to be completed.

Initial Business Response /* (1000, 5, 2015/12/08) */
This email was sent on December 08, 2015:
Hello XXXXXXXXX,
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 were sent email notifications from Zoosk regarding messages that you received from other members. After purchasing the subscription, you were able to respond to these messages and successfully engaged in conversations with other members.
Our records also indicate that you contacted Zoosk Customer Service on December 02, 2015, requesting a cancellation and refund of your subscription purchase. As a courtesy, the agent was able to cancel your subscription and requested a refund of $XXX.XXX. Because the transaction was still pending at that time, our Billing Department was able to void the original transaction. Cancellation confirmation was sent the same day (via email), in Customer Service Ticket #XXXXXXXXX.
Please note: 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.
Best regards,
[redacted]
Zoosk Customer Support