Zoosk

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, 2014/08/26) */
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 we issued your refund of $ 29.95 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.
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
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, 2015/12/30) */
Revdex.com Complaint Case# XXXXXXXX
This email was sent on December 30, 2015
Hi [redacted],
Thanks for contacting Zoosk Customer Support.
Our records indicate that we voided your transaction of $29.95 on Dec XX XXXX to the card ending...

in XXXX.
Voided transactions do not post directly to the credit card or account used to make the purchase. After a transaction is voided, it may take 5-10 business days for the transaction to fall off the 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 the voided transaction if more than 10 business days have passed [redacted] the date the transaction was voided.
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 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.
I apologize for any confusion however, Zoosk does not create fake profiles. We have a team devoted to locating and removing fake profiles to create a fun and safe environment to meet, date, and potentially find a soul mate.
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.
There is an option "On" or "Off" button. If you select "On", the Wink Reply Text field will be available for you to write and edit your "Wink Reply". There will be a default Wink Reply in the text field; however, you're welcome to replace this with a personalized message that more clearly reflects who you are. The important thing is to have fun with your Wink Reply and to use it to your advantage. Once you have written your new "Wink Reply" click on "Save".
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:
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 $ 49.90 as well as the the previously issued refund of $ 24.99 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.
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, 2014/04/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did response to me they told me that will return my refund within 5- 10 days if I do not have it all in 10 days I will let you know. Thank for your help.
Final Business Response /* (4000, 13, 2014/05/13) */
Refunds Have been issued in the amounts previously outlined totaling $ 74.89. Please allow for up to 5 - 10 business days to receive the refunds.

Initial Business Response /* (1000, 5, 2015/10/09) */
This email was sent on October 09, 2015:
Hello XXXXXXXXXXXXX,
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.
Per your request, I have processed a refund of $14.98 back to the card used to purchase the subscription. 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.
We will also be happy to investigate the account that you were no longer able to locate on the website. Feel free to call and discuss this over the phone with one of our agents. 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 Consumer Rebuttal /* (2000, 7, 2015/10/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I believe the company has satisfactorily resolved my complaint

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

Don't bother subscribing to this dating site! Its worthless. I did a paid subscription and then found most of the local female profiles were fake. They offer a no money back policy which should of told me something about them. So very disappointed with this company. WASTE OF MONEY! I did contact them several times and only got a generic response.

Initial Business Response /* (1000, 5, 2015/10/16) */
This email was sent on October 16, 2015:
Hi XXXXXXXXXXX,
Thank you for contacting Zoosk Customer Support. I'm sorry for any inconvenience you have experienced with your Zoosk account. Today we received your complaint from the...

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

Initial Business Response /* (1000, 5, 2015/07/01) */
This email was sent on July 01, 2015:
Hello XXXXXXXXXXXXX,
Thank you for your email. I'm sorry for any inconvenience you have experienced with your Zoosk subscription. Today we received your complaint from the Better Business...

Bureau so I have investigated your case and wanted to contact you directly.
Our records indicate that your started a 3-day Trial Subscription on Jul XX XXXX. All Zoosk Subscriptions started with a credit or debit card automatically renew at the end of each billing cycle until it is cancelled, which is outlined during the purchase process. Unfortunately, we did not receive a request to cancel the subscription associated with your account. However, our records indicate that your Subscription has expired, as our system stopped the automatic renewal process as of Aug XX XXXX.
The renewal terms that appear on the purchase page are available here: http://www.zoosk.com/autorenewterms. They are also available in the Terms of Service http://www.zoosk.com/tos and the Help section https://zoosk.zendesk.com
We would like to also confirm that your subscription never successfully renewed and you were not charged for a Zoosk subscription.
We appreciate your feedback regarding the automatic renewal process for Zoosk subscriptions. 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.
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.
I apologize for any confusion, however our records show that the attempted purchase you are referring was declined by the financial institution. As such we could not and will not withdraw the funds for that declined attempt. We show that only one purchase was processed int he amount of $ 54.94 on Jul XX XXXX, and per a conversation with another representative we have issued a refund for the activation fee of $ 24.99 on Aug XX XXXX .
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, 2014/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My bank Carter Bank and trust stated that you DID indeed take out the funds from my account after it declined. THe refund was for my mom's account which you also deducted the full amount and then refunded her the 1/2 you had stated. My account was debited and it needs to be refunded.
Final Business Response /* (4000, 9, 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.
I apologize again for any confusion, however again our records show that only a single purchase of $ 54.94 to the profile connected to this email address which again we have also already issued a refund for the Activation fee of $ 24.99. Our record also indicate that the previous attempted purchase was in the amount of $ 99.94 for an attempt on a 6-month Subscription not for a purchase $ 54.94. Do you perhaps have an account under a different email address? I would be happy to look up any additional email address' you may have to see if perhaps I can locate a purchase a separate 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

Initial Business Response /* (1000, 5, 2014/02/13) */
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 Revdex.com so I have investigated your case and wanted...

to contact you directly.
Our records indicate that in addition to your coin purchase, you made a purchase of a subscription for 3 months on November 4, 2013. At the time of purchase a screen is displayed that outlines the cost of the subscription and the fact that the subscription will automatically renew unless cancelled by following the steps displayed on that screen. The receipt of this information needs to be acknowledged before the purchase can be completed.
Immediately after the purchase we sent a confirmation email to the email address on record: [redacted]@[redacted].com.
We regret if there was any confusion regarding this purchase, so we have canceled your Subscription and requested a refund of the original purchase amount of $59.95 from November 4, 2013 as well as a refund of the renewal charge of $59.95 from February 4, 2014. These 2 refunds 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, 2015/02/19) */
This email was sent on Feb 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.
The Wink Reply is a feature on Zoosk intended to help Zooskers respond to the Winks they receive. It is flattering to receive a Wink from someone; however, it is often difficult to know what to do next. 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.
To manage and edit your Wink Reply, log in to www.zoosk.com. Click on the user name menu at the top of the page and select "Personals Settings". You will arrive on your Email Settings page. From here you have the option to adjust a variety of things. For now, just look for the "Wink Reply" section on the left side of the page.
Choose "On" or "Off" from the drop-down menu. If you select "On", the Wink Reply Text field will be available for you to write and edit your Wink Reply. There may be a default Wink Reply in the text field; however, you're welcome to replace this with a message that more clearly reflects who you are. Remember to be sure to click "Save" when you're finished editing your Wink Reply. The important thing is to have fun with your Wink Reply and to use it to your advantage.
We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $ 29.95. The refund will be issued directly to the credit card or account you used to make the purchase. Please allow 5-10 business days for the refund to process.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted] 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, 2014/06/11) */
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.
Our records indicate you have full access to be able to send and receive messages. The messages you have sent have been sent to those members. Once you have messaged another member it is then up to that member to decide if they would like to respond further.
It sounds like you are inquiring about our Carousel feature!
The Carousel is an optional fun game designed to allow users to see the photo and age of other Zooskers and allows them to decide whether they would like to meet you. If you are looking through possible future matches on Carousel, and you are interested, selecting "yes" or "maybe" will send the other member a notification stating that you would like to meet them and ask them if they would like to meet you as well. If you are not interested in meeting a particular Zoosker, simply choose "no" and move to the next person.
When you select "yes" and the other member also selects "yes", this creates a Mutual Match. Once either of you would like to view the profile, the Carousel will ask you or the other Zoosker to pay the allotted number of Zoosk Coins to unlock the other Zoosker's profile. Upon unlocking a Mutual Match, you will have access to that Zoosker's profile and you can begin chatting with the user. Once the profile is unlocked, you will not be asked to pay again to see their profile.
We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested refunds in amounts of $ 54.94 for your Subscription and three refunds in the amount of $ 19.95 for your Coins purchases for a total of $ 114.79. The refunds 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 Consumer Rebuttal /* (3000, 7, 2014/06/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All those instructions notwithstanding, and in spite of the fact that you claim that your records show that I have been able to send and receive messages, that has not been true 97% of the time. Although I've gotten a couple of messages and been able to respond only a couple I have been online when someone else is listed as "online and wants to chat" and have not been able to chat; I have absolutely no indication other than your word that most of my messages have been received, even when I sent a simple question like, "If you get this message, you don't have to keep talking, just let me know you got the message and you're moving on," and similar things, and got no response. I even got a message from someone asking if I'd like their email, because he thought Zoosk was a scam and that was the last message that came through from that person, even though I responded immediately (he was online). Your website misleads paying subscribers by charging them for the ability to write e-mails to members who can't reply to their e-mails or even read them.
Final Business Response /* (4000, 10, 2014/06/18) */
As per the members request and since we recognized that the member was unhappy with their experience on Zoosk, we issued refunds for all charges placed on the account. Once we clarified her concerns and informed the member that we have issued refunds on June XX XXXX this member then purchased a new subscription on June XX XXXX.

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, 2014/11/25) */
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 understand you are inquiring about the difference between a Zoosk Subscription and Zoosk Coins.
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.
However, with a Subscription you have much greater access to Zoosk! The extra benefits of being a Subscriber on Zoosk include:
-Get full access to send and receive messages and winks
-Chat with your friends
-Find out who viewed your profile
-Get full access to SmartPick features
Our records indicate that your Subscription was purchased through iTunes. Apple requires customers who purchase a Subscription on iTunes to cancel those Subscription renewals through their App Store on their iDevice, or through their iTunes Store on their computer. Please note that once you turn off the auto renewal, you will not be billed for your Subscription in the future and your Subscription will expire at the end of your current billing cycle. Additionally, since your Subscription is processed via iTunes any refund requests must also be directed toward Apple as they do not provide billing information for Subscriptions processed via their service.
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
I hope this is helpful and please contact us if you have any other questions or need help with your Zoosk account. Thank you for your patience and we wish you all the best.
Thank you again for bringing this matter to our attention. I do hope we were able to resolve this matter to your satisfaction.
Best regards,
[redacted] 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, 2014/11/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response I was received was via email from a representative name [redacted] through Zoosk. It was as if he hadn't really read my complaint and sent me the exact same response I received when I initially complained to Zoosk. This email however was in response to the Revdex.com complaint. No difference, I am completely disgusted with this company. Apple/Itunes resolved the payment matter for me separately by giving me a full refund for the terrible product and cancelling the auto-renewal subscription. Apple/Itunes was on it, Zoosk was not.
Final Business Response /* (4000, 9, 2014/12/02) */
We are happy to hear that the member took our advice and contacted Apple/iTunes to resolve the issue as 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.
The member did respond to my previous response explaining that she was not satisfied. We did respond to this email on the following day Nov XX XXXX with this email:
Hello [redacted],
Thank you for contacting Zoosk Customer Support.
I apologize for any confusion. I was trying to provide a better understanding of the difference of Coins and Subscriptions as you referred to Coins in your complaint. I am sorry if you did not feel this explanation was clear and are having difficulties with cancelling your Subscription via iTunes. I would be happy to explain further via phone conversation and also assist in walking you through the iTunes cancellation process. If you would like this accept this offer please respond to this email with a phone number and times that I can reach you.
Thank you for you patience and understanding.
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, 2015/09/10) */
This email was sent on September 10, 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 Better Business...

Bureau 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 successfully cancelled on September 04, 2015 (Support Ticket #XXXXXXXXXXXXXXX), and we voided the transaction of the subscription payment of $29.95.
Please note that even though the transaction was voided by Zoosk, 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.
Per your Revdex.com request, I have also blocked your Zoosk account. This will blacklist the credit card number used during the subscription purchase, preventing any further transactions with that card - even from a different Zoosk 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, 2014/10/20) */
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.
Our records indicate that your Subscription was purchased through iTunes. Apple requires customers who purchase a Subscription on iTunes to cancel those Subscription renewals through their App Store on their iDevice, or through their iTunes Store on their computer. Please note that once you turn off the auto renewal, you will not be billed for your Subscription in the future and your Subscription will expire at the end of your current billing cycle. Additionally, since your Subscription is processed via iTunes any refund requests must also be directed toward Apple as they do not provide billing information for Subscriptions processed via their service.
To cancel the automatic renewal of your Zoosk Subscription on your iPhone, iPad or iPod, please follow the steps listed below:
- Launch App Store on your Apple device
- Tap on "Featured" in the left corner of the App Store menu
- Scroll down to the bottom of the screen and tap on "Apple ID" (if you have not signed in to your account recently, it will say "Sign In" instead)
- From the pop up menu tap "View Account". Enter your password and tap "OK"
- From the main account page scroll down and tap "Manage"
- On the "Manage App Subscriptions" screen choose your Zoosk Subscription
- Tap "On" to toggle the switch to the "Off" position
- Tap "Turn Off" on the confirmation pop up screen
To cancel automatic renewal of your Zoosk Subscription through iTunes on your computer or laptop, please follow the steps listed below:
- Launch iTunes on your computer
- Click on "Store" option from the top menu bar and Select "View Account" (you may be asked to re-enter your iTunes password to log in)
- From Account Information Screen, scroll down to the bottom of the page to the "Settings" section
- Click on "Manage" to the right of Subscriptions
- From the "Manage Subscription" screen click on your Zoosk Subscription
- On the Edit Subscription screen, click the "Off" button to turn off Auto Renewal.
- Click on "Continue" button on the Confirmation Screen.
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, 2014/11/11) */
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.
Our records indicate that you purchased a 3-Month Subscription on Oct XX XXXX , then canceled this Subscription on Oct XX XXXX, and deactivated your profile on Oct XX XXXX when you still had time left on your Subscription. This sequence of actions resulted in the loss of your Subscriber benefits. I apologize for the inconvenience, however, please recall that we displayed a screen that warned you of these consequences before any action was taken.
As a courtesy, we have reactivated your Subscription benefits until the new expiration date of Feb XX XXXX . At this time you will have your Subscriber benefits until that date. If you would like to return as a Subscriber after the expiration date, you will be eligible for special promotions available at that time. Please contact Customer Support prior to subscribing to inquire about any possible discounts.
As an additional Courtesy we have issued a refund for the purchase of a 1-month Subscription you completed on Nov X XXXX in the amount of $ 14.97 .
Please be aware that in the future if you deactivate your profile you will be forfeiting any time that you currently have available to you without refund.
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 /* (2000, 8, 2014/11/11) */
I received a very positive response from Zoosk. All has been resolved to my satisfaction.

Initial Business Response /* (1000, 6, 2014/03/13) */
The following email was sent on March 3, 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.
All profiles found on Zoosk are created by our members. Zoosk or it's employees do not create profiles to inflate the number of our member profiles. When members abuse our service by creating fake or fraudulent profiles our dedicated anti-fraud team will generally block and remove those profiles within a few days of them being created. To further increase the integrity of our service, all users are able to report any suspicious behavior directly to our anti-fraud team.
We regret that you were not aware of the activation fee charged at the beginning of the subscription. This fee to cover the startup cost of the subscription is displayed before the purchase is confirmed on our Website.
We realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a full refund of $41.20. 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