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:04/11/2025

  Type:Service or Repair 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.

  This site baited with matches and alerts on my phone via AOS, then tried to bait tier me up the line to spend spend spend when I paid $11.00 for a trial account

  Business Response

  Date: 05/01/2025

  Dear ***,

  Thank you for contacting us. We're sorry to hear that you've had a less-than-satisfactory impression of the app, and we appreciate the opportunity to clarify a few points.
  Wed like to emphasize that Hily is free to download and use. You can browse profiles in Finder, match with other users, exchange messages, and even enjoy video callsall without any cost.

  
  While payments are entirely optional, we do offer subscription plans designed to enhance your app experience. Please rest assured that all essential features are available without requiring a Premium subscription or trial, and we hope you find your journey on Hily enjoyable and engaging.

  
  At this time, we do not offer free trials within the app. Upon reviewing your account, we can confirm that you have activated Basic subscription. This provides access to premium features such as advanced filters, both nearby and global search, incognito mode, an ad-free experience, and the ability to use rollbacks. Should you wish to explore additional features, you have the option to upgrade to our Premium+ tier, which includes unlimited reactions and other exclusive benefits.

  
  If you have any further questions or concerns, please dont hesitate to reach out to us via the in-app Live Chat or by emailing us at *********************************** Were always happy to assist.

   

  Best regards,

  Veronika from Hily

  Customer Answer

  Date: 05/05/2025

  Because of your bait and switch tactics, I am using internal apple contacts to deal with you.. all over $5

  Business Response

  Date: 05/11/2025

  Dear ***,

   

  Thank you for getting back to ***
  Could you please clarify the issue you're experiencing? For faster assistance, feel free to contact us through the Support Live Chat available in the app or by emailing us at ************************************************************.

   

  Best regards,

  Veronika from Hily

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair 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 the app I was advertised a 3-day free trial for profile boosts. Only triggering a renewal fee, if not canceled. I canceled it, which is clear as it says it expires on the 6th. If its a weekly subscription, why would I hypothetically get charged for a two-day week? Because today is the 4th early in the morning, at the time of writing this. The transaction occurred as if I didnt cancel it, yet clearly within the subscription tab in my account settings, its labeled as canceled and valid until the 6th. It seems the app developer blatantly processed an unwarranted charge against me, and shouldve waited two more days in order to leave less evidence of it. Unfortunately I dont have a screenshot of the advertisement in-app as Ive deleted my account, as well as the app. I wont create an account again to retrieve one, although I am positive it is still there. Because Im pretty certain Im being maliciously charged in retaliation due to feedback that I left as I deleted my account.

  Business Response

  Date: 04/17/2025

  Dear *******,

  Thank you for reaching out to us. We regret to hear that you have encountered an issue with your payment.

  
  Unfortunately, we were unable to locate your account using the email address and phone number provided. If you have any additional account details, such as an alternative phone number or email address, kindly share them with us so we can assist you in locating your account. Please note that the order number you provided is only applicable for Apple Support and does not allow us to retrieve your transaction within our system.

  
  Additionally, we would like to inform you that our system does not have access to payments processed through the App Store, nor does it retain any banking information entered during those transactions, as the App Store manages these details directly. For further information regarding your transaction, including cancellation and refund inquiries, we kindly recommend contacting the App Store support team directly.

   

  To request a refund from ***** for an App Store or iTunes purchase, you can navigate to the ************************ website. After signing in with your Apple ID, you'll need to select "Request a refund" and specify the reason for your refund request. Finally, you'll choose the specific app, subscription, or other item you wish to refund and submit your request. 

   

  Let me know if you have any questions.

   

  Best regards,

  Veronika from Hily

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair 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 am writing to formally express my deep concern and dissatisfaction with the discriminatory treatment I have experienced as a new user of the ********************** dating app. Upon downloading and registering with the app for the first time, I discovered that my phone number had been unjustly suspended. This phone number was newly assigned to me, and I am not responsible for any previous activity or actions associated with it.Hily Corp's failure to accommodate this situation and the resulting discrimination I have faced is unacceptable. I expect this matter to be addressed promptly and appropriately. If no satisfactory resolution is provided, I am prepared to take legal action to defend my rights and seek remedies for the undue stress and inconvenience I have experienced.I demand the immediate reinstatement of my phone number and account, along with a formal apology for the inconvenience and discrimination I have faced due to Hily Corp's mishandling of this issue. I also request a thorough review and adjustment of your policies to ensure that future customers are not subjected to similar unjust treatment.Thank you for your prompt attention to this urgent matter. I look forward to your swift and comprehensive response.

  Business Response

  Date: 02/24/2025

  Dear **** *****,

  Thank you for reaching us out. We are really sorry you faced such an issue.

  I've checked your account and it is crucial to notice that our system detected suspicious activities from your account. I am not able to share any further details since this is confidential information from our internal safety system. The decision is final and cannot be reconsidered. You can check our Terms of Use to get more details ************************************************

  I hope for your understanding and cooperation. Thank you for taking your time with Hily!

  All the best,
  Veronika
  Hily Customer Care
  ************************************************************

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair 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 got banned over a year ago for no reason whatsoever, i got a new phone number and instantly got banned again

  Business Response

  Date: 02/10/2025

  Dear ***** *****,

   

  Thank you for reaching us out!

  We've investigated your case and unfortunately, due to violation the service rules, your account can't be restored. We are not able to share any further details since this is confidential information from our internal safety system. Still, you can check the Hily's Community Rules here: ***************************************************

   

  All the best,
  Veronika
  Hily Customer Care

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair 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 joined this dating app a few months ago and i got kicked out for no reason, ever since i have not been able to make an account. I kept feeling discriminated when they would pull of my photos because according to them they where not appropriate when i was just wearing a dress or normal clothing, meanwhile I see men there wearing no shirt and they are not told anything. Also I felt uncomfortable a few times with guys being inappropriate towards me and me reporting them , yet was never listened to and I'm the one that gets flagged and reported. I deserve to be able to use the app like anyone else this is no way to treat prospect customers, by ignoring them feel like their crazy

  Business Response

  Date: 02/10/2025

  Dear ****** Vazr,

   

  Thank you for reaching us out!

  We've investigated your case and unfortunately, due to violating the service rules, your account can't be restored. We are not able to share any further details since this is confidential information from our internal safety system. Still, you can check the Hily's Community Rules here: ***************************************************

  All the best,
  Veronika
  Hily Customer Care

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair 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 paid and I dont get any benefits whats the point I paid then ?

  Business Response

  Date: 06/21/2024

  Hi *********************,

  thank you for contacting us!
  
  From your account, I see that you have purchased the basic subscription, which includes 2 compatibility features, 2 rollbacks, and 2 major crushes, also, you can use the premium filters. The consumable features update every day until the subscription expires. If you want to get more features, you can upgrade the subscription or purchase them extra in the in-app shop. Still, payments are not required, you can still use the app for free and chat with your matches freely.
  
  Let me know if you have any extra comments or issues. We will be happy to help you any time via our Live Support in-app chat or you can contact us via **********************************
  
  Sincerely,

  ******** from Hily

• Initial Complaint

  Date:04/30/2024

  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.

  HILY used deceptive business practices. A charge was created after requesting a free trial. And the terms of service were not followed on their part with relation to a charge notice prior to the charge occurring. Talking with the online support did not reach a refund/ resolution.

  Business Response

  Date: 05/17/2024

  Dear *******************************,
  
  Thank you for contacting us. We are sorry that your experience using the app didn't meet your expectations.
  
  Upon reviewing your account, we noticed that you activated a full premium+ offer instead of starting a trial subscription. Before the subscription begins, our app presents a confirmation screen from the Store with the subscription type, price, and duration. By tapping the confirmation button you agreed to the conditions of the subscription. If you thought there was a mistake, then you should have contacted us or the Play Store support team immediately.
  
  Unfortunately, before contacting us, you've used premium features that is clearly visible from our data. Based on our Policies, your case is not refundable. Thank you for understanding.
  
  If you have any other questions, let me know. Or you may contact us via **********************************
  
  Sincerely,
  ******** from Hily

• Initial Complaint

  Date:02/05/2024

  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.

  This occurred Jan and Feb 2024 each transaction of $14.99 was taken out of my bank account, and I asked the Hily company to remove me from your subscription and credit my account.

  Business Response

  Date: 02/22/2024

  Dear *************************,

  Thank you for reaching us out. Unfortunately, I wasn't able to find your account based on the email address and phone number you mentioned in this request. Could you please provide us with the phone number or email address you used to create an account on ********************** so that I can check if the refund is available? Or, instead, you can contact our support team directly from the application or via **********************************
  
  Sincerely,

  ******** from Hily
  

• Initial Complaint

  Date:01/23/2024

  Type:Order 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.

  HILY has an active subscription that they are claiming they cannot cancel. I'm being charged despite explaining that I wanted to cancel my membership. They are denying any responsibility and claiming that my membership is through ****** play, but ****** play has no record of my subscription.

  Business Response

  Date: 01/30/2024

  Dear *************************,
  
  We are sorry to hear that you have been facing issues while using Hily. We have gone through the dialogue you had with our support team and checked your account, and it appears that the subscription you have was made through the Play Store. We understand your frustration, but unfortunately, all subscriptions made through the Play Store or Apple Store can only be managed directly through those platforms.
  When you purchase a subscription through one of these stores, you receive a confirmation email. By finding this email, you will be able to recognize the email address you used to make the purchase and find the ****** account where the transaction was made.If you are unable to find the confirmation email, we have provided a transaction ID that you can use to search GPA.3337-9258-9045-34836 and provide it to the Play Store support team.
  If you have any other issues or concerns, please do let us know.
  
  Sincerely,
  ******** from Hily

• Initial Complaint

  Date:11/20/2023

  Type:Order 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.

  They are false advertising. I paid for their lifetime subscription which advertised that I would 10 of each premium feature daily. They then changed their policy immediatley after I bought a subscription and I ended up getting only 2 of each feature which is what I did not pay for. I have spoken with them about it and have saved messages where they acknowledged that this change occurred but do not seem to care. They are openly scamming people and something needs to be done about it.

  Business Response

  Date: 12/06/2023

  Dear *******************,
  Thank you for reaching out to us!
  We would like to apologize for any inconvenience you might have faced.
  It's essential to note that we were trying to put all our efforts into resolving the situation and compensate you for any misunderstanding, even though the necessary information is available on our website.
  The conversation with our Support Team is a handful for an explanation of the situation: lifetime subscription was never offered with unlimited options, and any inconsistency in the provision of features was addressed and compensated by the representatives of Hily app.We may understand that any changes to the options included in the service might be confusing, and we are sorry that you feel this way.
  Allow us to quote the statement from our Terms of Use that are obligatory to check and accept for any usage of our services:" Costs and types of consumable premium features are subject to change without notice and shall be payable at actual rates, which you will get to know when checking out"
  ********************************************* strive for a positive resolution of the case, and we are ready to discuss the situation once more through our Support Team and find a compromise option that would be suitable for both parties.
  We are looking forward to further cooperation through the Support Channel in the app.
  Best regards,
  ******** from Hily

  Customer Answer

  Date: 12/06/2023

   
  Complaint: 20895669
  
  I am rejecting this response because:

  That is a very dirty tactic to hide that you can just ***** nilly change the amount of premium features available in your terms of agreement that you know nobody is going to read. When you advertise something and someone pays for it then you should honor it. I paid for 10 of each feature a day and that's what I should be getting. I wouldve never paid for it had it been advertised to me as just 2 of each features a day because the free version of it at the time before I paid was already giving me 2 a day. You are ripping people off and this isn't over. I am going to keep fighting until I get my $50 back or the features that I paid for. I have a very large social media following and I am going to make sure everybody that I come in contact with knows about your shady business practices.

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

  Business Response

  Date: 12/19/2023

  Dear ****,
  Thank you for your email.
  We may understand that you feel misguided and mistreated.
  We would like to apologize for any misunderstanding, and we want to assure you that we never meant this output for you or any of our users.
  It's still essential to notice that the main channel of communicating the main updates and our Policies to users is the Terms of Use. They are available on our website anytime for any of our current and future users.
  Not to mention that we always ask our users to check all the Terms before creating a profile or subscribing to any of our paid plans.Allow us to add a note that, per your request, we were providing compensation in features amount for some time, and our agreement was honored.
  2 features per day that you might've had before are a trial-free option that can be provided only once to 1 user and transfers to a paid plan after the trial expires.We would like to point out that we have different plans that can be suitable for you if you are not satisfied with the current one.
  No changes are planned to your current plan, and any changes are articulated through our Terms of Use. If you need any additional assistance with subscriptions or using our services feel free to reach out to us 24/7 as that would be the fastest way of communication and finding a solution for best parties.