Zoosk

Initial Business Response /* (1000, 5, 2014/03/06) */
The following email was sent March 6, 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.
Unfortunately at this time we are unable to locate a Zoosk account using the email address you provided: [redacted]@gmail.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.
Best regards,
[redacted] S.
Zoosk Customer Support
Initial Consumer Rebuttal /* (3000, 7, 2014/03/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is claiming to have no record of billing me. They are also claiming that thew were Adirondack fees agreed to, although the only amount I authorized to be billed was $24.99. The fact that this company has no record of who they're billing or the amounts the authorization was for is unacceptable. I deleted/deactivated my account with them Upon finding the erroneous amount of $54.99 billed to my bank account. No customer records (despite proving account details and offering bank statements), hidden fees, false advertisement, inability to provide prompt, friendly and helpful customer service - completely unacceptable (the customer is always right - customer service 101). I'm beyond livid worn the service I'm receiving from "[redacted]", I'm being fed canned answers and brushed away like an insect. I still cannot get through via telephone and am having to email with a passion who could care less about his job and the people he is supposed to be helping.
Final Business Response /* (4000, 9, 2014/03/13) */
The email address provided by the consumer does not match any accounts currently in our system. This may be because a different email address was used, or because the account was completely deleted, as was described by the consumer.
An opportunity was given to the consumer to provide additional information such as alternate email addresses or payment information in order to search our transaction history. The consumer chose not to provide any additional details.
In general a new subscription purchased on Zoosk will include a one time activation fee of $24.99, which is in addition to the regular fee for the time period chosen. This activation fee is clearly displayed at time of purchase before the purchase is completed by the customer. Gathering from the notes the consumer left in this complaint and our general pricing structure, most likely a 1 month subscription was purchased at $29.95. With the additional activation fee of $24.99 this would have come to a grand total of $54.94.
We regret that the fee structure, as it was displayed at the time of purchase, was not clear to the customer, but unfortunately are not able to assist any further without the necessary information provided.
Final Consumer Response /* (4200, 11, 2014/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was never asked to provide bank information, I offered to provide bank transactions as proof of billing and "[redacted]" declined my request to forward that information. I was never advised of any "additional" fees at the time of sign up, there was no fine print and no neon sign, rather one fee shown of $24.99 for one month. I do not accept this as resolved as this company had not worked with me, has insulted me, has falsely advertised, baited ams switched. I have been making consumers in my area aware of their Bair ams switch tactic with regards to culling and am finding out I'm not the only one this company had scammed. I'm not satisfied and do not consider this revolved. The email address used was [redacted]@gmail.com. The last four digits of the credit card used are 3615, the user name was themissmoxie. The fact this company is only partially keeping record of their business transactions is disturbing - especially since everyone knows this day and age nothing is ever permanently deleted.

Initial Business Response /* (1000, 5, 2015/06/18) */
This email was sent on June 18, 2015:
Hello XXXXXXXXXXXX,
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 your Zoosk account associated with the email address: [redacted]@XXXXXXXXXX.com 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.
Unfortunately, due to this violation, we are unable to unblock the Zoosk account associated with [redacted]@XXXXXXXXXX.com. We apologize for any inconvenience this may cause you.
It is very important to us to provide Zooskers with a safe online dating experience. If you see inappropriate content or behavior on Zoosk, you have the ability to report the other Member so we can investigate further. 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.
Thank you again for bringing this matter to our attention. Please let us know if you have any additional questions or concerns.
Best regards,
[redacted]
Zoosk Customer Support

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

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

Initial Business Response /* (1000, 5, 2014/03/21) */
The following email was sent on March 21, 2014:
Dear Mr. [redacted],
Thank you for your email. I'm sorry for any inconvenience you have experienced with your Zoosk subscription and any automatic renewals. 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 subscription was purchased through your iTunes account, as an In-App purchase by using the Zoosk App for your iPhone or iPad. Unfortunately Apple has stipulated that all cancellations and billing inquiries need to be processed directly through their system. Apple also has not put a system in place for us to refund these types of unintended renewals.
We encourage you to contact iTunes, as a refund can only be issued by Apple.
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.
Best regards,
[redacted]
Zoosk Customer Support

Initial Business Response /* (1000, 6, 2015/11/13) */
This email was sent on November 13, 2015:
Hello XXXXX,
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.
We understand that you were not satisfied with your subscription purchase. Our records indicate that your subscription was cancelled on Nov XX XXXX per your request. Because the $74.95 transaction was still pending at the time, the Zoosk billing department was able to void the transaction completely and we will not be collecting on the 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.
Best regards,
[redacted]
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2015/06/04) */
This email was sent June 04, 2015:
Hi XXXXXXXX,
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.
You are able to adjust your search criteria (in this case, age range) when you are using Zoosk. However, this adjustment specifically applies to the current visit to Zoosk. It does not affect the default settings within your account, and this is by design because Zoosk allows you to save up to 6 different sets of search criteria, in different configurations, within your account. You are able to load any of these six sets of saved criteria at any time, and switch between them at will.
Here are the steps you can use to update your search criteria:
To adjust your Search Settings from a computer or laptop:
Step 1) Log in to www.zoosk.com
Step 2) Click on "Search"
Step 3) Click on "Edit Search" and then click on "Advanced Search"
Step 4) Click on a category and make the preferred adjustments.
Step 5) When are done making your adjustments, you will have the opportunity to name your search and save it by clicking the box next to "Save this search"
Step 6) Name your search and click on "Save and Search" and you will be shown results based on your new criteria.
From that point on, you will be able to reference all your saved searches by clicking on "Saved Searches".
To adjust your search settings using a mobile device:
Step 1) Log into your Zoosk account either through your app or through t.zoosk.com
Step 2) Tap on the menu at the top left corner of your device
Step 3) Tap on the "gear" symbol to the right of the word "Search"
Step 4) Tap on the criteria you wish to change. You can expand your search criteria by tapping on "Advanced Search"
For Android, iPad, iPhone and t.zoosk.com, the following instructions for saving your search will vary:
- On the Android app, once you've made your selections from the Advanced Search screen, and you want to save your search, tap on your device's "menu" button (usually found at the bottom of the screen) and tap on "Save Search". Name your Search and tap on "Save & Search" and you will be shown results based on your new criteria.
- On the iPad app, make your necessary selections from the Advanced Search screen, then tap "Save as..." on the bottom of your screen, name your search, and tap "Save". You will be shown results based on your new criteria.
- On the iPhone app, you will make your necessary selections from the Advanced Search screen, then tap "" found at both the top and bottom of the search criteria. Tap "Save Search" and name your search criteria. Tap on "Ok" and you will be shown results based on your new criteria.
- From t.zoosk.com, make your necessary selections from the Advanced Search screen, then tap "" found at the bottom of the search criteria. Tap "Save Search" and name your search criteria. Tap on "Ok" and you will be shown results based on your new criteria.
Per your request, we have cancelled your Zoosk subscription and requested a refund of $29.95. The refund is issued directly to the credit card or account used to make the purchase. After a refund is issued, it may take 5-10 business days to post to an account. The time will vary depending on the original payment method, the currency used to make the purchase, and your country of residence. Please contact your bank or financial institution to inquire about the status of a refund if more than 10 business days have passed [redacted] the date the refund was submitted.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted]
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2014/11/26) */
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.
I apologize for any confusion regarding Coins purchases on your profile. Our records show that you were provided with an option on July XX XXXX, via a splash page, asking if you would like to receive 50 free trial Coins by turning on Coins Auto Refill. Which if the user chooses to opt in, the user will automatically be charged for a new set of 180 Zoosk Coins for £ 14.99 when the user's Coin balance drops below 20 Coins. If the user chooses to opt out, the Coins will not refill unless the user manually makes a purchase. The charges you are referring to are refills for these Coins.
If you are not sure if your Coins will automatically refill, these settings can be changed anytime. From a computer, simply log in to www.zoosk.com and click your username menu at the top right of the page. Select "Settings" and then click "Coins". From this page, you can make adjustments to your Coins refill settings.
Per a conversation with a previous representative we have issued 6 Refunds of £ 14.99 each on Oct XX XXXX totaling £ 89.94. This was for Coins purchases that had taken place within 60 days of your the inquiry. Unfortunately we are unable to issue refunds for purchases over 60 days old. The major financial channels have provided a 60 day window for Merchants to perform any action. After this time period the Merchant's access to the transaction is either restricted or fully denied. We apologize for the inconvenience.
If you have any further questions, please refer to our Coins Help page: https://zoosk.zendesk.com/entries/XXXXXX
We apologize if there was any confusion regarding the Coin Auto-Refill feature.
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, 2014/11/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never agreed to purchase coins. I have never had a conversation with zoosk representative If I had I would not have taken these steps to get a response. I have just received a bank statement which shows a part refund. I require a full refund. I pay my monthly Fee of £22.74 to be a member so that I can meet people and that is all..I have never agreed to purchase coins they are just a con..
Final Business Response /* (4000, 9, 2014/12/02) */
This email was sent on Dec 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 however our records do indicate that that you did accept Free 50 Coins by turning on Coins Auto Refill. Additionally the Coins purchased during this period were also used by your profile for the use of different features. However as an additional courtesy we were able to go back and refund the remaining 4 Coins refill purchases at £ 14.99 each for a total of £ 59.96 .
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, 2014/11/11) */
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 $ 74.89. 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 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.
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],
Thanks 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.
Our records indicate that you have already sppoken with a Zoosk representative and we issued your refund of $ 54.94 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 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]
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.
We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of$ 74.95. 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.
Our records indicate that you have full access to Subscriber benefits and have been in communication with other members.
We understand you would like to know more about how Connections work on Zoosk.
Connections are a way to keep track of who you chat with on Zoosk and to see if they are online at the same time as you. You may make a connection by sending a message to someone and getting their reply. You can also simply click the "Add+" button.
If the person you reached out to accepts the Chat Request and you are both Subscribers, you will both be able to chat with each other on the Zoosk website, Zoosk Messenger, and your mobile device. Free Members will only have access to select introductory messages and will have limited messaging.
I understand you are inquiring about our SmartPick feature.
Your Zoosk profile has many features that increase your ability to contact other Zooskers. One of these features is the Zoosk SmartPick feature which evaluates compatibility between Zoosk members. SmartPick is smart and learns from your "yes" and "no" votes to make better match recommendations in the future. Answering the SmartPick Survey will also improve your match results.
Here's how it works:
1. Review the profile that was selected for you based upon your profile description as soon as you can, as they are time-sensitive.
2. Decide if you're interested and vote "yes" or "no."
3. Your vote stays private unless you both vote "yes," in which case you'll get the good news by email as well as a message in your Zoosk inbox.
4. SmartPick is adaptive. Please review your matches and vote every day, as SmartPick learns about your preferences over time to find your best match.

Please note that if you are having trouble connecting to Zoosk Messenger this could be the result of a firewall or security software which may prevent the program from connecting properly. If you decide to come back to Zoosk and would like further assistance in this matter please feel free to contact via our support line. 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.
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, 2014/04/24) */
This email was sent on April XX XXXX:
Hi [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.
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]
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2014/08/07) */
This email was sent on August 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 are happy to have had you as a Zoosk Subscriber. Our records reflect that you purchased a Subscription on Jul XX XXXX . Along with your Subscription cost, there was a one-time Activation Fee that was included in the total purchase price. As a courtesy to you, we are refunding the Activation Fee in the amount of $ 24.99 .
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.
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]
Zoosk Customer Support

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'm sorry that your recent experience on Zoosk didn't entirely meet your expectations. We realize that dating can be tricky. So at Zoosk our goal is to make things as fun and easy as possible. We are always working to maintain a community in which users feel comfortable to date their way, whether they want to browse, flirt, or find a soul mate. If you think there is something we can improve upon in order to provide you with a better experience in the future, please feel free to let us know.
Our records indicate that you purchased a 6-Month Subscription on Feb XX XXXX, then cancelled the renewal of your Subscription on Mar X XXXX, you then requested a full cancellation and Deactivation on Mar XX XXXX when you still had time left on your Subscription. After this time you then reactivated your profile and again requested a Deactivation of your profile on May XX XXXX. Once a profile is Deactivated, this profile is removed from Zoosk personals and no longer visible to other members.
The following happens 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
I apologize for any confusion concerning your profile information. Zoosk is not affiliated with any other Dating Services and as such would not provide any information to these other services. If you have a profile with a different Dating service I would recommend contacting them to inquire as to how this information was obtained and how to go about removing this information as again we are not affiliated with any other Dating services.
Unfortunately you have disputed these charges with PayPal and as such our ability to issue a refund is removed pending PayPal's investigation. At this point it then becomes the decision of PayPal as to whether a refund is to be issued or not. Although I am unable to issue a refund, I would be happy to reactivate your profile and provide you with the Subscription time that you have lost during your Deactivation. If you would like to accept this offer please respond tot his email and let me know.
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, 2014/06/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
PayPal has turned this dispute over to Discover Card, so they are no longer disputing this. Discover Card has contacted Zoosk and denied refund. I want Zoosk to refund the money to my Discover Card. It seems very odd that pictures I submitted to Zoosk have showed up on match.com. I have not been able to contact match.com to ask how they acquired my information.
Final Business Response /* (4000, 13, 2014/07/01) */
This email was sent on July X XXXX:
Dear [redacted],
Thank you for contacting Zoosk Customer Support.
I again apologize for any confusion, however as previously outlined once a charge is disputed via PayPal this removes our ability to issue a refund, Discover is welcome to contact us as we would be happy to explain the situation. But again once a dispute has been placed via PayPal this removes our ability to issue a refund as it is at that point up to PayPal to complete the dispute or not.
Thank you again for bringing this to our attention, I hope we are able to resolve this to your satisfaction.
Best regards,
[redacted]
Zoosk Customer Support
Final Consumer Response /* (4200, 11, 2014/06/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I said, this was passed to Discover card, who has since then contacted Zoosk and Zoosk chose not to pursue a refund. Seems to me [redacted] you are being as difficult as your Zoosk dating service. I recommend that you contact Discover Card at X-XXX-XXX-XXXX. I will contact PayPal, but you need to contact Discover, unless you continue to be difficult.
Thanks for your cooperation,
[redacted] M.
Unhappy customer

Initial Business Response /* (1000, 5, 2015/04/17) */
This email was sent on April 17, 2015:
Hello XXXXXXXXXXX,
I'm sorry for any inconvenience you have experienced with the unauthorized charges associated with your Discover card. Today we received your complaint from the Better...

Business Bureau so I have investigated your case and wanted to contact you directly.
The Zoosk Customer Service team will be happy to investigate any fraudulent charges to your credit card that you may have incurred. However, in order to investigate these charges, we would need to locate the account using the first 6 and last 4 digits of the credit card involved. Once we locate the account, we're able to confirm unauthorized activity and block the account to prevent further access to it. We will also be able to refund any transactions associated with the credit card on file within the normal 60 day refund window available to online merchants.
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 required 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 fraudulent charges to your credit card, we're unfortunately unable to refund an amount we did not charge you for directly (for example: monetary compensation for inconvenience and interest paid to your credit card).
To discuss these charges 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-7pm, Pacific Time. Saturday and Sunday we are open from 8am-5pm Pacific Time. Please have the partial credit card number mentioned above 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].
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2014/08/15) */
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 indicates that your Subscription cost was in the amount of $ 27.47 as you were provided with a 50% discount on your purchase. We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $ 14.98 which is the remainder of your purchase as we have already refunded $ 12.49 per your previous conversation with a representative. 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

Initial Business Response /* (1000, 5, 2014/02/27) */
The following email was sent February 27, 2014:
Dear Mr. [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.
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.
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 /* (2000, 7, 2014/03/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
good thanks. it would be nice if you would remove the activation fee. remove the coins. we are paying for service, I dont think we should be paying extra to buy coins to unlock people we want to chat with, because that is the main reason of the memebership.

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, 2014/09/09) */
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.
Please note that the email address provided in this complaint([redacted]) is not the email address connected with your profile([redacted]), which may have resulted in an issue with any previous attempts to cancel. I was however in this case able to locate your profile with the phone number that was provided in your complaint to the Revdex.com.
We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested two refunds 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 appreciate the fact that you were a Subscriber, however, we are unable to issue refunds for purchases over 60 days old. The major financial channels have provided a 60 day window for Merchants to perform any action. After this time period the Merchant's access to the transaction is either restricted or fully denied. We apologize for the inconvenience.
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
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, 2014/09/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept what they say but as of today have not seen any update to bank with a refund nor have I gotten an email saying that my account is closed. Please keep this open until I know I am credited what they promised.

Initial Business Response /* (1000, 5, 2014/12/09) */
This email was sent on Dec 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
Additionally our records indicate that your purchases were processed via PayPal. We show that there was four failed attempts to renew your Subscription between Sep and Oct. These purchases were initially authorized by PayPal but for reasons unknown to us, were cancelled per PayPal's request. The final attempt on Oct XX XXXX however was able to complete. As a courtesy I have requested a refund for this purchase in the amount of $ 29.95. Please allow for up to 5 - 10 business days to reflect in 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] 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, 2014/12/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You advertise a one month trial not a membership further more debit or credit card is the only way you can pay, so there is a discrepancy there regarding your answer.
Final Business Response /* (4000, 9, 2014/12/12) */
This email was sent on Dec 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 your purchase. We offer many different ways to purchase a Subscription, including both credit/debit card, PayPal, and iTunes(iPhone purchases), among others options depending on location. Our records again indicate that your purchase was processed via PayPal. I have provided an image of the PayPal purchase page that is displayed when purchasing a Subscription using PayPal.
Additionally as outlined in the previous email and in the screenshot below 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
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, 2014/08/07) */
This email was sent on August 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 realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $ 74.95 on top of the $ 24.99 we have already issued for your 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.
Please be aware that the Activation fee is displayed before confirming your purchase and due to the confusion have already provided a refund for the cost of the Activation fee.
We appreciate our customers at Zoosk and we are working to provide a positive online dating experience. 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. 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. I do apologize if the previous representative did not complete your cancellation per your request.
We apologize if there was any confusion regarding the Photo Policy on Zoosk. Profile photos are a fun and important part of online dating. All Zooskers are required to have at least one approved profile photo before sending a message on Zoosk. Keep in mind, you must post at least one clear photo only of yourself for your Primary photo in order to send a message to another Member. Feel free to post up to 5 more photos of or including yourself.
Our Zoosk blog has a cool post explaining different types of photos that may be removed from the site (including examples). Here is where you can find examples and explanations: http://blog.zoosk.com/2012/05/17/making-the-most-of-your-online-dating-profile-p...⇄ /> We have established profile photo guidelines in order to maintain high standards for safety and quality. Our goal in adhering to these guidelines is to provide all Zooskers with the best online dating experience possible. Furthermore, if you see photos on Zoosk that do not represent the Member, feel free to let us know by anonymously reporting their profile.
You can read information about the guidelines here: http://www.zoosk.com/photo_guidelines.php
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