Zoosk

Initial Business Response / [redacted] (1000, 8, 2015/05/26) */ After further investigation, we were able to locate the confirmation of the refund that was sent to the customer on May 23, 2015: Hi XXXXXXXXXXX, Thank you for contacting Zoosk Customer Support Per your request, I have cancelled your Zoosk SubscriptionI am sorry that you will not be continuing to use ZooskIf you have any feedback about how to make the service better, it would be welcomed I have requested a refund as follows: Subscription: months subscription Fee: $ Total: $ After a refund is issued, it will take 5-business days to post to an accountThe time will vary depending on the original payment method, the currency used to make the purchase, and your country of residenceThe refund is issued directly to the credit card or account used to make the purchase Please contact your bank or credit card institution to inquire about the status of a refund if business days pass [redacted] the issue date Per your request, we have deleted your profile and account from the Zoosk service ***If you wish to resubscribe within the next 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 ZooskAlso please note that Coupon Codes are valid for credit card payments only We appreciate the time you spent on Zoosk Best regards, [redacted] Zoosk Customer Support For additional tips and information about safe online dating, please review our Online Dating Safety Tips by visiting www.zoosk.com/safety.php Initial Consumer Rebuttal / [redacted] (2000, 11, 2015/05/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response from the business because after I cancelled my subscription, pursuent to the terms of use, mailed a certified letter and then waited for zoosk to fulfill their refund policy for my state I received nothing from zoosk: no refund, no confirmation they had received my letterThe tracking number for the usps varified they received it and I waited days as agreed in the terms and got nothing except the email stating I had cancelled my subscription, nothing more regarding the letter or refundI called zoosk on the 11th day after they received my letter and after a long wait and being asked lots of questions, the representative asked me if I wanted a 50% off subscription to continue with zooskI said no and when asked why I wanted to leave zoosk I replied because zoosk did not honor their terms of use and had no record when I called of my letter, they had to look into it, a clear violation of their terms of use, when they asked me when I mailed them the certified letter they signed for days beforeThe representative who wrote the response could not locate my account because I asked when I called for my account to be permanantly deleted because I did not want zoosk to use my image in any way nor did I want my credit card on file for a service I do not trustI had been informed on the phone that I would receive my refund for the full amount in to business daysI in fact received it the next dayI received confirmation that I was going to be refunded several hours after the telephone callI am impressed that zoosk did in fact honor my request for permanant deletion of my account rather than merely deactivation which would have stored my credit card number in their system indefinitlyI was adamant that they permanantly delete my profile and they actually did, though with no confirmation email to me to attest they hadI did not want to reply directly to the company and instead chose to wait for the Revdex.com to received a response because zoosk has the certified letter in their posession proving I complied and they violated their terms of use and I want them to better their companies standards by ensuring they adhere by the agreements they make with their customers

Initial Business Response / [redacted] (1000, 5, 2015/12/30) */ BBB Complaint Case# XXXXXXXX This email was sent on December 30, 2015 Hi ***, 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 / [redacted] (1000, 5, 2014/09/18) */ This email was Sent on September XX XXXX: Dear ***, Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 $ The refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-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 youThis 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 attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] Zoosk Customer Support For additional tips and information about safe online dating, please review our Online Dating Safety Tips by visiting www.zoosk.com/safety.php Initial Consumer Rebuttal / [redacted] (2000, 7, 2014/09/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept there response as long as they refund back my money back to my credit card if not then I will be back on here to file another complaint

Initial Business Response / [redacted] (1000, 5, 2014/04/30) */ This email was sent on April XX XXXX: Dear [redacted] , Thank you for your emailI\'m sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 SubscriptionAll Zoosk Subscriptions paid for with a credit or debit card automatically renew at the end of each billing cycleOur records indicate that there has been no requests for cancellation until you had spoken with a Zoosk representative on April XX XXXXPer your conversation we have forwarded a request for refund of $ for your most recent renewalPlease allow 5-business days for the refund to process Zoosk\'s renewal policy is outlined during the purchase processThe renewal terms that appear on the purchase page are available here: http://www.zoosk.com/autorenewtermsThey 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 attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] Zoosk Customer Support

Initial Business Response / [redacted] (1000, 5, 2014/08/28) */ This email was sent on August XX XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly We appreciate your feedback regarding the Cancellation process on ZooskWe always appreciate hearing from Zooskers about how to improve their Zoosk experiencePlease know that your opinions are valuedI will be sure to bring this to the attention of the appropriate department We appreciate our customers at Zoosk and we are working to provide a positive online dating experience for our customersWe understand that dating can be tricky, and we recognize that it often takes time and effort to get responses and make connectionsWhen 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 experienceOur 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 SubscriptionClick here to contact Zoosk Customer Support for help with your Subscription, including cancelling your SubscriptionYou may also submit a request via email Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Kind 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 / [redacted] (1000, 5, 2014/12/09) */ This email was sent on Dec X XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 SubscriptionAll Zoosk Subscriptions paid for with a credit or debit card automatically renew at the end of each billing cycleHowever, our records indicate that your Subscription has been canceled successfully Zoosk's renewal policy is outlined during the purchase processThe renewal terms that appear on the purchase page are available here: http://www.zoosk.com/autorenewtermsThey 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 PayPalWe show that there was four failed attempts to renew your Subscription between Sep and OctThese purchases were initially authorized by PayPal but for reasons unknown to us, were cancelled per PayPal's requestThe final attempt on Oct XX XXXX however was able to completeAs a courtesy I have requested a refund for this purchase in the amount of $ Please allow for up to - business days to reflect in your account Thank you again for bringing this matter to our attentionI 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 / [redacted] (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 / [redacted] (4000, 9, 2014/12/12) */ This email was sent on Dec XX XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 purchaseWe offer many different ways to purchase a Subscription, including both credit/debit card, PayPal, and iTunes(iPhone purchases), among others options depending on locationOur records again indicate that your purchase was processed via PayPalI 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 processThe renewal terms that appear on the purchase page are available here: http://www.zoosk.com/autorenewtermsThey 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 attentionI 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 / [redacted] (1000, 5, 2014/09/03) */ This email was sent on September X XXXX: Dear [redacted] , Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 iTunesApple 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 computerPlease note that once you turn off the auto renewal, you will not be billed for your Subscription in the future and your Subscription will expire at the end of your current billing cycle To cancel the automatic renewal of your Zoosk Subscription on your iPhone, iPad or iPod, please follow the steps listed below: - Launch App Store on your Apple device - Tap on "Featured" in the left corner of the App Store menu - Scroll down to the bottom of the screen and tap on "Apple ID" (if you have not signed in to your account recently, it will say "Sign In" instead) - From the pop up menu tap "View Account"Enter your password and tap "OK" - From the main account page scroll down and tap "Manage" - On the "Manage App Subscriptions" screen choose your Zoosk Subscription - Tap "On" to toggle the switch to the "Off" position - Tap "Turn Off" on the confirmation pop up screen To cancel automatic renewal of your Zoosk Subscription through iTunes on your computer or laptop, please follow the steps listed below: - Launch iTunes on your computer - Click on "Store" option from the top menu bar and Select "View Account" (you may be asked to re-enter your iTunes password [redacted] 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 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 If you wish to contact iTunes directly, Apple asks their customers to go through their menu system in order to resolve their issuePlease 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 accountThank you for your patience and we wish you all the best Thank you again for bringing this matter to our attentionI 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 / [redacted] (1000, 5, 2015/08/06) */ This email was sent on August 06, 2015: Hi XXXXXXXXXXXXXXXXX, Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk accountToday we received your complaint from the Revdex.com so I have investigated your case and wanted to contact you directly When a user purchases Zoosk Coins with a credit card, they are presented with the option of Coins Auto-RefillThe user can opt out of this option during the purchase processIf the user chooses to opt in, the amount of Coins purchased will automatically be repurchased when the user's Coin balance drops below CoinsIf the user chooses to opt out, the Coins will not refill unless the user manually makes another purchaseIf you are not sure if your Coins will automatically refill, these settings can be changed anytimeFrom a computer, simply log in to www.zoosk.com and click your username menu at the top right of the pageSelect "Coins"From this page, you can make adjustments to your Coins refill settings Our records indicate that a you called Zoosk Customer Service on Jul XX XXXX regarding the automatic refill of the Coins within your account, and during the conversation, a refund was requested for the following transactions: Jul XX XXXX - $(Coins refill) Jul XX XXXX - $(Subscription) Total refund amount: $ Please note: refunds are issued directly to the credit card or account used to make the purchaseAfter a refund is issued, it may take 5-business days to post to an accountThe time will vary depending on the original payment method, the currency used to make the purchase, and your country of residencePlease contact your bank or financial institution to inquire about the status of a refund if more than business days have passed [redacted] the date the refund was submitted Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction Best regards, [redacted] Zoosk Customer Support

Initial Business Response /* (1000, 6, 2014/08/26) */
This email was sent on August XX XXXX:
Dear ***,
Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 $The refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-business days for the refund to process
Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction
Best regards,
*** 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

I find Zoosk to be a highly profitable business for its founders but unethically runFirst, they allow the subscriber to think the "basic" is free, which is nothing more than an opportunity for you to fill out your profilePeriodSo, of course, they put your infoout and you begin being supposedly "matched"You are not allowed to communicate on any levelTherefore, there is nothing free about itAll that is free is your ability to write your profileThen the "matches" are not matches at allI am convinced they just throw random people at you, as in, "see what sticks"! 90% of the time, the men I'm "matched" with have absolutely NOTHING to do with my likes, dislikes, needs, many times are out of my age range or distanceIt's a travestyWhat's amazing is many of the guys I talked to thought the same way! We all agreed we wasted too much time on people who were absolutely not suited to usBut they also said they didn't want to waste any more time writing in, but urged me to do so, and here I amThen, they parade this ridiculous game of "buying coins" to see if someone read your messageI never didI'm not a teenager, and I do not consider this a game Obviously, they see this as "business"And I mistook Zoosk for being a serious dating site, from so called reviews (which I truly question the validity of, now), which it is notFinally, they "wink" and message people for you! This is the most unethical act of allThey have absolutely no right to do this; to contact a person under the guise of being youI was thoroughly disgusted when I realized they did this, and never renewedA service which toots itself as a high quality, "award winning", serious service should NEVER conduct itself this wayIt is totally unacceptable, and it is, apart from being unethical, very, very tackyI am asking for nothing, even though I do feel Zoosk certainly owes me a full refundBut I am not requesting it because I want it to be understood that I want people to know how they are conducting business, and be warned if they decide to proceed

Initial Business Response /* (1000, 5, 2015/02/19) */
This email was sent on Feb XX XXXX:
Dear ***,
Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 SubscriptionAll Zoosk Subscriptions paid for with a credit or debit card automatically renew at the end of each billing cycleHowever, our records indicate that your Subscription has been canceled successfully
Zoosk's renewal policy is outlined during the purchase processThe renewal terms that appear on the purchase page are available here: http://www.zoosk.com/autorenewtermsThey are also available in the Terms of Service http://www.zoosk.com/tos and the Help section https://zoosk.zendesk.com
Per your conversation with a previous representative on Feb XX XXXX, our records indicate that we issued your refund of $ on Feb XX XXXX to the card ending in for the renewal that took place on Feb XX XXXXThere have been no additional purchases past that date and would recommend contacting your Financial institution to confirm this information
The refund is issued directly to the credit card or account used to make the purchaseAfter a refund is issued, it may take 5-business days to post to an accountThe time will vary depending on the original payment method, the currency used to make the purchase, and your country of residencePlease contact your bank or financial institution to inquire about the status of a refund if more than business days have passed *** the date the refund was submitted
Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction
Best regards,
*** 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, 2015/04/17) */
This email was sent on April 17, 2015:
Hello XXXXXXXXXXXXXX,
I'm sorry for any inconvenience you have experienced with the unauthorized charges associated with your Capital One cardToday we received your complaint from the RevDex.com 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 incurredHowever, in order to investigate these charges, we would need to locate the account using the first and last digits of the credit card involvedOnce we locate the account, we're able to confirm unauthorized activity and block the account to prevent further access to itWe will also be able to refund any transactions associated with the credit card on file within the day refund window available to online merchants
To discuss these charges further, please feel free to contact our Customer Service teamUsers 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 TimeSaturday and Sunday we are open from 8am-5pm Pacific TimePlease have the partial credit card number mentioned above available during the call
We are also happy to work with Capital One directly to investigate these chargesThey can use the contact information above to call Zoosk Customer Service during out hours of operation
Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction
Best regards,
***
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2014/11/26) */
This email was sent on Nov XX XXXX:
Dear ***,
Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 $ The refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-business days for the refund to process
I apologize for any confusion however, Zoosk does not create fake profilesWe 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 youThis 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" buttonIf you select "On", the Wink Reply Text field is available for you to write and edit your "Wink Reply"If you prefer to not have an automated wink reply, then you can select the "Off" button, then click on "Save"
If you prefer to not have an automated wink reply, then please select the "Off" button, then click on "Save"
Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction
Best regards,
*** 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, 2015/09/22) */
This email was sent on September 22, 2015:
Hi XXXXXXXXXXXX,
Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 SubscriptionAll 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, and must be agreed to in order for the transaction to process successfullyThe renewal terms that appear on the purchase page are available here: http://www.zoosk.com/autorenewtermsThey are also available in the Terms of Service http://www.zoosk.com/tos and the Help section https://zoosk.zendesk.com
However, our records indicate that your Subscription has been canceled successfully per your request in email support Incident #XXXXXXXXXXXXXXXX
A refund of the $renewal charge was processed yesterday, September 21, Since the renewal charges are being refunded, the Subscriber benefits have been deactivatedThe Subscription will no longer renew and no further Subscription charges will be applied.Your refund will be issued directly back to the credit card or account used to make the purchasePlease allow 5-business days for the refund to process
Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction
Best regards,
***
Zoosk Customer Support

I am very dissapointed with the way that things are handled when there is communication between two parties and their lack of interest is expressed totallyWhy do you persist in trying to make communications when the feelings aren't there?

Initial Business Response /* (1000, 5, 2014/08/26) */
This email was sent on August XX XXXX:
Dear ***,
Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 SubscriptionAll Zoosk Subscriptions paid for with a credit or debit card automatically renew at the end of each billing cycleHowever, our records indicate that your Subscription has been canceled successfully
Zoosk's renewal policy is outlined during the purchase processThe renewal terms that appear on the purchase page are available here: http://www.zoosk.com/autorenewtermsThey are also available in the Terms of Service http://www.zoosk.com/tos and the Help section https://zoosk.zendesk.com
We appreciate the time you spent with us as a Subscriber so we are forwarding a request for a refund on your last renewals of $ eachSince the renewal charges are being refunded, the Subscriber benefits have been deactivatedThe Subscription will no longer renew and no further Subscription charges will be applied.Your refund will be issued directly back to the credit card or account used to make the purchasePlease allow 5-business days for the refund to process
Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction
Best regards,
*** S
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2014/08/07) */
This email was sent on August 2014:
Dear ***,
Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday 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 $ The refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-business days for the refund to process
Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction
Best regards,
*** 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, 7, 2014/08/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, Sharon ***

Initial Business Response /* (1000, 5, 2016/01/06) */
This email was sent on January 06, 2016:
Hello XXXXXXXXXX,
Thank you for contacting Zoosk Customer SupportI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from
the Revdex.com so I have investigated your case and wanted to contact you directly
Our records indicate that you contacted Zoosk via email and requested to cancel your subscription (Support request #XXXXXXXXXXX), which was received on XX/XX/XXXXIn our response, the agent explained that Zoosk subscriptions are non-refundable, but also offered to downgrade the subscription to 1-month at $XXX.XXXShe also explained that Zoosk Coins are an optional secondary purchase, and can be used on additional features within your account
We would like to confirm that Zoosk does not charge a convenience fee on top of the subscription you had already purchased, and there are no additional hidden charges associated with your subscription or Zoosk account
Our records also indicate that we received a dispute from your bank or credit card institution, and they reversed the $XXX.XXX transaction for the subscription purchase due to this disputeThis reversal was processed on XX/XX/XXXXBecause of this dispute, your Zoosk account was blocked to prevent any future charges
Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfactionPlease let us know if you have any additional questions or concerns
Best regards,
***
Zoosk Customer Support

Initial Business Response /* (1000, 5, 2014/04/21) */
This Email was sent on April 2014:
Dear ***,
Thank you for your emailI'm sorry for any inconvenience you have experienced with your Zoosk subscriptionToday we received your complaint from the Revdex.com so I
have investigated your case and wanted to contact you directly
Our record indicate that you had purchased Zoosk Coins for $ and on April was in contact with one of our representatives you as a courtesy removed the Coins and transferred them to a 1-month SubscriptionWe realize you are not satisfied with your purchase, so we have canceled your Subscription and requested a refund of $ The refund will be issued directly to the credit card or account you used to make the purchasePlease allow 5-business days for the refund to process
Thank you again for bringing this matter to our attentionI do hope we were able to resolve this matter to your satisfaction
Best regards,
*** S
Zoosk Customer Support
Initial Consumer Rebuttal /* (2000, 7, 2014/04/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I acceptGave me a refund