Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a detailed scam report to eHarmony on June 21, 2025, regarding a fraudulent user who impersonated an *** employee and attempted to solicit $4,800 from me. I provided extensive documentation and requested: 1) full account deletion, and 2) a refund of all subscription charges via check, since my original payment card had been closed.eHarmony eventually responded after multiple follow-ups, stating they refunded $201.76 to the original carddespite my written request and explanation that this card is no longer accessible. I contacted my bank, who confirmed the refund cannot be retrieved. eHarmony has refused to reissue the refund by check.Additionally, their response ignored the emotional impact and seriousness of the scam. Their replies were unsigned, impersonal, and dismissive. The scammer continued to appear active on the platform after I was told his membership had expiredsomething I flagged in my initial report. eHarmony failed to act promptly, and their resolution created further burden on me, the victim.I am now seeking BBB assistance to resolve this matter, as eHarmony has closed off meaningful communication.Account Reference: Profile ID: ******** Amount in Dispute: $201.76 Date of Charges: June 9, 2025 and July 8, 2025

  Business Response

  Date: 07/22/2025

  Regarding the complaint filed by this Consumer, we have the following response: 
  
  We have reviewed our records for the account and did find the Consumer's report regarding another user.  Our members may report a profile using the "Report Profile" option, available online within their account. 
  
  We take member reports seriously, and can assure that the report referenced was investigated by eharmony's Trust & Safety team, and appropriate action was taken in accordance with eharmony's Terms and Conditions of Service.  
  
  eharmony is unable to guarantee the quantity, quality or type of potential matches a Consumer may receive, as this is determined in large part by the specific settings/preferences a Consumer selects. We are also unable to guarantee a successful outcome from using our service, although, we have found that many members have successfully found the love of their life by using our service. 
  
  As mentioned in our Terms and Conditions: 

   

  ==========
  
  ***************************************************************
  
  12.a Cancellation at Any Time With No Refund.  Except as otherwise stated in this section, you may cancel your registration or subscription to any Services at any time during the term of such registration or subscription or any renewal period by accessing the "Account Settings" page under the "My Settings" option on your membership home page, clicking on "Cancel My Subscription" or "Close Account" link, and providing the information requested. In such case, your subscription will terminate at the end of the subscription term for which you have paid, and you will not receive any refund for any unused days of such subscription term. If you purchase a subscription on an installation payment basis (such as three-part pay), cancellation will not affect your obligation to pay the total contractual amount due on your subscription and your credit card will continue to be charged the scheduled payments until the remaining balance is paid in full. 
  
  ==========
  
  Please note that any refund issued will always be returned directly to the payment method used for a transaction.  For any questions regarding the status of a refund, consumers may contact their bank or credit card issuer directly for assistance.
  
  We have ensured that the Consumer's account is set so that it will expire with no further charge. 
  
  We thank this Consumer for taking the time to try our service and we wish them all the best. 

  
  

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23620694
  
  I am rejecting this response because:

  Thank you for forwarding eHarmonys response.
  While I can confirm that I did receive the refund (in the amount of $201.76 on July 18, 2025), I must note that this resolution occurred despite a lack of meaningful customer support. My prior emails clearly stated that the refund needed to be issued by check due to the original card being closed a detail eHarmony continued to ignore.
  Additionally, their response today is generic, makes no reference to my report of a scammer impersonating a federal agent, and fails to acknowledge the four-week delay in response that prompted this BBB complaint in the first place.
  I am closing this matter only because the refund has been received not because the business addressed the actual issues raised.
  I remain grateful to the BBB for providing oversight and a space where consumers can advocate for fair treatment. Thank you again for your support.
  Respectfully,
  ******* J. ****
  Complaint ID: ********

  
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 07/27/2025

  Regarding the complaint filed by this Consumer, we have the following response:

  
  In regard to the Consumer's complaint regarding their experience at eharmony, we feel that we have adequately addressed the Consumer's concerns and we have no further response.

  
  We thank this Consumer for taking the time to try our service and we wish them all the best.

  Customer Answer

  Date: 07/28/2025

  07/28/2025
  Complaint: 23620694
  
  I respectfully reject the businesss final response. While I did ultimately receive the refund and have already documented that the company's refusal to directly address the concerns I raised (including the delay in action, lack of a personalized response, and disregard of my original refund request) reflects poor customer care and accountability.
  Their decision to submit a generic dismissal while still failing to acknowledge key details only reinforces the reason I brought this to BBB in the first place.
  I consider this matter closed on my end, but not resolved through meaningful dialogue with the company. Thank you again to the BBB and ******* *. for the opportunity to advocate for fair treatment.
  

  Respectfully,
  ******* J. ****
  Complaint ID: ********
  
  

  
  

• Initial Complaint

  Date:07/17/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bait and switch with billing. Website shows a monthly figure then you get billed for 3 months. None of this upfront,only way you find out is when your card is billed.

  Business Response

  Date: 07/19/2025

  Regarding the complaint filed by this Consumer, we have the following response: 
  
  In regard to the Consumer's recent inquiry about the cancellation of their eharmony account, we have reviewed this account and confirmed that the Consumer purchased a subscription plan that is payable in installments . 
  
  Our records show that the Consumer only paid one or some of the scheduled installments. While our members may request closure of their accounts at any time, if a subscription is purchased on an installment payment basis (such as three-part pay), cancellation will not affect any obligation to pay the total contractual amount due on the agreed to subscription, and the payment method will continue to be charged until the remaining balance is paid in full.  
  As a result, we are unable to cancel this subscription. However, we have confirmed that the auto-renewal feature on this account has been disabled, so the subscription will not auto-renew
  . 
  We thank this Consumer for taking the time to try our service and we wish them all the best. 
  
  

  Customer Answer

  Date: 07/22/2025

   
  Complaint: 23607717
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 07/27/2025

  Regarding the complaint filed by this Consumer, we have the following response:

  
  In regard to the Consumer's complaint regarding their experience at eharmony, we feel that we have adequately addressed the Consumer's concerns and we have no further response.

  
  We thank this Consumer for taking the time to try our service and we wish them all the best.

  Customer Answer

  Date: 07/29/2025

   
  Complaint: 23607717
  
  I am rejecting this response because:
  
  A standard answer from eharmony is not a resolution. 
  I feel cheated and want out of this. 
  

  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:07/14/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 11, 2025 I joined eharmony dating site, it was a 4 payment plan, each payment being $104.24, and the total for the year would be $417. After 10 days, on May 21, 2025, eharmony sent an email to the people I was corresponding with via eharmony, that my account has been taken down for the safety of people at eharmony and to please stop communicating with me and to not send me any money. A person I was messaging with took a photo of the email and sent it to me, I will upload it. I was shocked, I had done nothing wrong, my account was NOT taken down, and I felt embarrassed and upset and definitely didn't want to be a part of this dating site that would make such a big mistake and have people I corresponded with not trust me etc. I paid for service, it's a dating site, and they emailed people a big lie about me. Why would I want to continue this service??I reached out to them immediately, on May 21, 2025 and didn't get a response, so after about 10 days I sent another email, still no response. So I called my credit card company ****, and explained the situation. They understood immediately and credited the payment of $104.24.Also since May 21, 2025, I took down my pictures and profile and obviously not interested in using this terrible ******* first response back from eharmony was on June 6, 2025, where they said I signed a contract and had to pay the money.The last 2 days they have been swift with their responses as they said they would get a collection agency for the full year payment. I keep telling them they are not acknowledging what they did, that they didn't provide a dating site service to me, that they sent a terrible email to people I was messaging with. But to no avail. They keep saying I have to pay. Nobody asked to speak to me, I asked them to give me a number so I can speak with them, however they just keep insisting I have to pay because of the contract. And that a debt collector will be contacting me soon.

  Business Response

  Date: 07/21/2025

  We regret that the Consumer is not satisfied with our resolution. In reviewing our Consumer's account, we can confirm that the transactions in question have been refunded due to a reversal received from the ******************** institution.
  
  We thank this Consumer for taking the time to try our service and we wish them all the best.

  Customer Answer

  Date: 07/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  As long as I don't get any more emails telling me I owe the full year payment, or any payment at all, and that a debt collector

  will be trying to collect money from me.   If I'm fully taken off your list as a customer....   then I am satisfied.

  
  Sincerely,
  
  Madoka ******

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally subscribed to eHarmony in 2024-12-07 for a 6-month plan. I was not clearly informed that my subscription would auto-renew for another term, and I did not authorize or knowingly consent to a 12-month renewal at a cost of $616.90 CAD.I did not receive a clear reminder email, popup notification, or active confirmation request before the renewal occurred. The charge was attempted without my approval and was declined by my credit card provider.I immediately contacted eHarmony via email to dispute the charge and requested cancellation of the renewal and closure of my account. I received no adequate response.I have now filed a complaint with Consumer Protection BC, and Im filing this BBB complaint to formally document the issue and request a resolution.

  Business Response

  Date: 07/13/2025

  Regarding the complaint filed by this Consumer, we have the following response:

  In regard to the Consumer's recent inquiry regarding a refund of auto renewal charges incurred, we have reviewed this account and are unable to confirm that any requests to cancel the account were made prior to the renewal. Please note that in our Terms and Conditions of service, which all users are required to read and agree to prior to the establishment of their account, we state the following:
  eharmony currently offers 6, 12, and 24-month Premium Memberships which automatically renew for consecutive 12-month terms (or other term lengths, as agreed-upon by you during the purchase process) unless cancelled at least 24 hours before the end of your current term.

  As a result, this request is outside of our cancellation policy. We can confirm that the Consumer's account will not renew after it's expiration.

  
  We thank this Consumer for taking the time to try our service and we wish them all the best.

  Customer Answer

  Date: 07/14/2025

   
  Complaint: 23585739
  
  Thank you for forwarding eHarmonys response. Unfortunately, I do not consider the matter resolved.
  
  
  I did not authorize or complete any renewal the charge was declined by my payment provider, and there was no clear, timely notice of a 12-month auto-renewal for $616.90 right before the 12-month auto-renewal started.
  
  
  Additionally, their system failed to deliver clear cancellation instructions, and I received no billing reminder that would allow me to take informed action right before the 12-month auto-renewal started. This lack of transparency and the shift in pricing from my initial 6-month plan ($206.55) to over $600 is concerning.
  
  
  I have also submitted a formal complaint to Consumer Protection BC and may escalate to the *** and Office of the Privacy Commissioner of ******, as this appears to be a deceptive subscription renewal practice.
  
  
  I request that eHarmony formally cancel the account, confirm no future charges, and close this matter without any debt collection action.
  
  
  Sincerely,
  Ashton

  Business Response

  Date: 07/18/2025

  Regarding the complaint filed by this Consumer, we have the following response:

  
  In regard to the Consumer's complaint regarding their experience at eharmony, we feel that we have adequately addressed the Consumer's concerns and we have no further response.

  
  We thank this Consumer for taking the time to try our service and we wish them all the best.
  
   
  

  
  

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23585739
  
  I am rejecting this response. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:07/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 2025. I was mislead by small print that I was paying for one year of installments of $210 and now they say I bought three years of a payment plan charged three times....Three times said amount. And if I want the whole thing cancelled why will they not refund at least the two years I do not want? Criminals

  Business Response

  Date: 07/12/2025

  Regarding the complaint filed by this Consumer, we have the following response: 
  In regard to the Consumer's recent inquiry about the cancellation of their eharmony account, we have reviewed this account and confirmed that the Consumer purchased a subscription plan that is payable in installments . 
  Our records show that the Consumer only paid one or some of the scheduled installments. While our members may request closure of their accounts at any time, if a subscription is purchased on an installment payment basis (such as three-part pay), cancellation will not affect any obligation to pay the total contractual amount due on the agreed to subscription, and the payment method will continue to be charged until the remaining balance is paid in full.  
  As a result, we are unable to cancel this subscription. However, we have confirmed that the auto-renewal feature on this account has been disabled, so the subscription will not auto-renew.
  We thank this Consumer for taking the time to try our service and we wish them all the best. 

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attempted to reach out to the company on at least three occasions through messaging. I did message with a representative who informed me that they would have to forward my request to another department. I have tried to cancel my subscription but online, the option to cancel is not there. I also tried to cancel using my phone because it wasn't an option. I am only asking to cancel my subscription. After messaging eHarmony, I received an automatic reply stating that a representative would reach out to me within 24 hours. I was also told to give it three days. It's been three weeks since I started reaching out to them. Also to note, any numbers I found for eHarmony customer service online were not active.

  Business Response

  Date: 07/14/2025

  Regarding the complaint filed by this Consumer, we have the following response:
  We have reached out to this consumer directly to assist further.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please find below my correspondence with e harmony customer care.Dear ********************** team,I am writing to formally dispute the current expiration date listed on my premium membership ********** January 2025, after a dispute regarding an automatic renewal I did not authorize, I received a written confirmation from your customer care representative (*** *.), clearly stating that:"....the automatic renewal on your account has been disabled and your membership is set to expire on 11/24/2025 (MM/DD/YYYY)."However, my account is now incorrectly showing an expiration date of August 25, 2025, which directly contradicts this written agreement.I have already forwarded the confirmation email several times and only received automated, non-responsive replies. This has become extremely frustrating, especially given that I am merely asking e-harmony to honor a written agreement issued by your own support team.For your reference, I have attached the original email (dated January 27, 2025) as a PDF.I am requesting:1. Immediate correction of my membership expiration to reflect 11/24/2025, per your prior confirmation.2. A written acknowledgement from a human agent that this correction has been made.If this is not resolved promptly, I will pursue further steps through the Better Business Bureau, my credit card company and consumer protection avenues.Sincerely,******* ******,Profile ID: *************** reply directly to this email address.

  Business Response

  Date: 07/10/2025

  Regarding the complaint filed by this Consumer, we have the following response: 

  
  In regard to the Consumer's recent inquiry about a refund of auto renewal charges incurred, we have reviewed this account and are unable to confirm that any requests to cancel the account were made prior to the renewal. Please note that in our Terms and Conditions of service, which all users are required to read and agree to prior to the establishment of their account, we state the following: 
  eharmony currently offers 6, 12, and 24-month Premium Memberships which automatically renew for consecutive 12 month terms (or other term lengths, as agreed-upon by you during the purchase process) unless cancelled at least 24 hours before the end of your current term. 

  
  Though the Consumer is not eligible for a refund per our Terms and Conditions, as a one-time courtesy, we have canceled the remaining payments and adjusted the subscription term. We can confirm that the Consumer's account will expire with no further charge. 
  
  We thank this Consumer for taking the time to try our service and we wish them all the best. 
  
   

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Complaint Against: eHarmony Issue: Misleading Advertising, Unfair Billing Practices, and Unresponsive Customer Support Desired Resolution: Full refund and assurance that no collections will be pursued In early [insert month and year], I signed up for what I believed was a free trial of eHarmony, based on their advertising. During the signup process, a non-dismissible pop-up advertised a $12.95/month subscription. Believing I was signing up for a $12.95/month plan with the ability to cancel at any time as advertised I proceeded, intending only to test the service ********** my surprise, I was immediately charged $175. I assumed this was an annual fee, and since I never used the service, I chose not to dispute the charge at that time. However, the same $175 charge appeared again the following month, and continued monthly thereafter.I made multiple attempts to contact eHarmonys customer service but received either no response or generic, unhelpful replies. The only option presented was to "pause" the accountwhile continuing to bill me under a supposed two-year contract I had never knowingly agreed to.This is a highly misleading and unusual business practice. The terms were not clearly disclosed at signup, and the site is deliberately confusing. After doing some research, I discovered many others have had similar experiences, which suggests a pattern of deceptive conduct.I have since stopped future payments and want to be absolutely clear:I never knowingly agreed to a two-year subscription.I never used the service beyond the initial sign-up.I request a full refund of the charges made to my account.I request written assurance that no collections will be pursued, as I did not authorize these recurring charges.This experience has been both frustrating and deceptive. I expected more transparency from a company with eHarmonys name recognition.Thank you for your attention.Sincerely,***** ****

  Business Response

  Date: 07/06/2025

  Regarding the complaint filed by this Consumer, we have the following response: 
  
  In regard to the Consumer's recent inquiry about the cancellation of their eharmony account, we have reviewed this account and confirmed that the Consumer purchased a subscription plan that is payable in installments . 
  
  Our records show that the Consumer only paid one or some of the scheduled installments. While our members may request closure of their accounts at any time, if a subscription is purchased on an installment payment basis (such as three-part pay), cancellation will not affect any obligation to pay the total contractual amount due on the agreed to subscription, and the payment method will continue to be charged until the remaining balance is paid in full.  
  As a result, we are unable to cancel this subscription. However, we have confirmed that the auto-renewal feature on this account has been disabled, so the subscription will not auto-renew
  . 
  We thank this Consumer for taking the time to try our service and we wish them all the best. 

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/21/25 I signed up for a 12-month subscription with eharmony in the amount of $413.24. Eharmony's website material claims it has a community of user that are seeking relationships, and that through the use of it's service it is possible to interact with these users. Upon joining I immediately encountered profiles that sought my contact information and phone number, as they are scammers. There are very few (if any?!) legitimate profiles to be found on the site, and certainly none to be found near me, even though I am not far from the population center of **************I contacted their customer support to express my disappointment at the pitiful state of their service and the prevalence of fraudulent accounts [Incident: *************] on June 24th. I followed up with my complaint on June 27th as I had received no response. On June 28th they replied that I can report suspicious profiles that I find, and that I am not eligible for a refund, but that they will add 2 weeks to the duration of my subscription. I let them know that I am not interested in an additional 2 weeks, would like to terminate my subscription immediately and receive a refund for the unused portion of the subscription. That would be 11 months at $33.90 a month, for a $372.90 total. They have failed to respond to my communication so I am filing this complaint.I have continued to be contacted by **** accounts in the intervening time.

  Business Response

  Date: 07/06/2025

  Regarding the complaint filed by this Consumer, we have the following response: 
  In regard to the Consumer's recent inquiry about a refund of subscription dues, we have reviewed this account and confirmed that the Consumer has purchased a premium subscription. 
  eharmony is unable to guarantee the quantity, quality or type of potential matches a Consumer may receive, as this is determined in large part by the specific settings/preferences a Consumer selects. We are also unable to guarantee a successful outcome from using our service, although, we are proud that many members have successfully found the love of their life by using our service. 
  We are unable to honor the consumers request for a refund as they are outside of our cancellation policy, as stated in our Terms and Conditions. Our complete cancellation policy in our Terms & Conditions can be viewed here:  ***************************************************************;. Please make special note of any State-specific terms regarding cancellations, as terms apply to certain States only. 
  We can confirm that the Consumer's account will expire with no further charge. 
  We appreciate this Consumers time in this matter and hope that they will enjoy the remainder of your time with eharmony. 

  Customer Answer

  Date: 07/09/2025

   
  Complaint: 23547339
  
  I am rejecting this response because: Eharmony's response blantantly misrepresents my complaint and avoids responsibility for the entirely unsatisfactory state of their service. They state that eharmony is "unable to guarantee the quantity, quality or type of potential matches", while my complaint is in regards to the prevalence of fraudulent accounts contacting me in an attempt to initiate a scam. If eharmony's 'inability to guarantee quality' includes malicious accounts whose sole purpose is to decieve and defraud their paying users then it is abundantly clear that a refund is required for the unused portion of my subscription, and further that eharmony should be barred from luring future paying customers into this morally bankrupt trap. **********************'s response also states they are "unable to guarantee a successful outcome from using our service", deflecting from the nature of my complaint, as I have made zero reference to any complaint regarding outcome or desired results from using their service.

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/15/2025

  In regard to the Consumer's complaint regarding dissatisfaction with the behavior of some users, we feel that we have adequately addressed the Consumer's concerns and we have no further response.
  
  We thank this Consumer for taking the time to try our service and we wish them all the best.

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23547339
  
  I am rejecting this response because: Eharmony's message simply states they have "no further response." and is in no way an acceptable response. Eharmony has ceased attempting to rectify the situation and hence dispensed of even the pretense of customer satisfaction or providing an adequate service.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Summary:My father, who is over 70 years old, was charged $478.80 for an automatic renewal of his eHarmony subscription on June 11, 2025. He was not aware that his account was set to auto-renew, does not use the service, and never authorized this renewal. He struggles with using computers and smart devices, and had no idea this charge would occur.When we contacted eHarmony to cancel the charge, they refused, citing their cancellation policy and terms and conditions. They have also locked him out of his account until payment information is updated to pay this charge. This is an unfair business practice that takes advantage of older individuals who may not be technologically savvy.Desired Resolution:We request that eHarmony cancel this charge immediately, release any hold on his account, and confirm that no further charges will be attempted. We also request that eHarmony improve its practices by clearly notifying customers about upcoming renewals and making it easier for senior citizens and others to opt out of auto-renewals.We believe this charge is predatory and deceptive, and seek assistance from the BBB to resolve this matter.

  Business Response

  Date: 07/03/2025

  Regarding the complaint filed by this Consumer, we have the following response:

  
  In regard to the Consumer's recent inquiry regarding the auto renewal charges incurred, we have reviewed this account and are unable to confirm that any requests to cancel the account were made prior to the renewal. Please note that in our Terms and Conditions of service, which all users are required to read and agree to prior to the establishment of their account, we state the following:
  eharmony currently offers 6, 12, and 24-month Premium Memberships which automatically renew for consecutive 12-month terms (or other term lengths, as agreed-upon by you during the purchase process) unless cancelled at least 24 hours before the end of your current term.

  
  As a result, this request is outside of our cancellation policy. We can confirm that the Consumer's account will not renew after it's expiration.

  
  We thank this Consumer for taking the time to try our service and we wish them all the best.

  
  

  Customer Answer

  Date: 07/03/2025

   
  Complaint: 23536506
  
  I am rejecting this response because:

  We will not authorize a bank withdrawal from eHarmony because the services are not desired, nor requested. 

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 07/12/2025

  Regarding the complaint filed by this Consumer, we have the following response:
  In regard to the Consumer's complaint regarding their experience at eharmony, we feel that we have adequately addressed the Consumer's concerns and we have no further response.
  We thank this Consumer for taking the time to try our service and we wish them all the best.