ComplaintsforHinge, Inc.

Online Dating Services

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Initial Complaint
04/12/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Name: ******************* Phone # Linked to account: ************ Email Linked to account: ************************* Hello,I would like to preface this appeal by stating that I am fully aware of Hinge's TOS. I have even fully re-read them at the time of writing this appeal to ensure that I am familiar with them. I always strive to be respectful both on Hinge, and off of the app. I believe respect is key, and I treat others how I would like to be treated myself. I would never intentionally make anyone feel disrespected, uncomfortable, or any of the above.I logged on earlier today however and noticed I was banned. I was completely confused as I do not believe I have done anything wrong. I have regular conversations on the app which sometimes lead to dates, while others don't. However I always am respectful, at least in my interpretation. I do make jokes sometimes however these are playful, and are never intended to harm or offend anyone. However, I do not believe that is why I was banned.I believe I was "revenge reported" by someone whom I had met off the app, and had gone on 2 dates with. I had been texting this person for a while, after our conversation moved from Hinge to text. After our second date, I politely, and respectfully told this person that I would love to remain friends, however I didn't feel the romantic connection I was looking for, and that I didn't want to "lead them on". I did this respectfully (as seen in the image below). I believe this person may have taken this the wrong way and in turn reported me. Again, it is never my intention to upset or offend anyone, and as you can see below I don't believe I did that to any extent. I would really like to have this appeal considered as I am a long time user, customer, and advocate for the app, and am on it for the right intentions. I'm sure you hear this all the time, however I am genuine in saying this.I would love to have this appeal re-considered, and I promise to uphold everything I stated above.
Business response
04/15/2024
TO THE BBB: This is a duplicate of BBB 21569321
Business response
04/15/2024
TO THE BBB: This is a duplicate of BBB 21569321
Customer response
04/15/2024
Would like to close this as it has been resolved
Customer response
04/16/2024
Close this complaint, it ahs been resolved with the business.
Initial Complaint
04/12/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Was banned on the service for no apparent reason. Was not given a valid reason as to why. I have not violated any terms of service and believe this is completely unjust and accidental, however they are refusing to aknowledge that.
Customer response
04/15/2024
Would like to close this as it has been resolved
Customer response
04/16/2024
Close this complaint, it has been resolved with them.
Initial Complaint
04/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I was wrongfully removed from Hinge services for "violating their terms of policy". I did no such thing. I've reviewed their guidelines numerous times and I've been in accordance the entire time I was active. I even submitted an appeal, in which their automated system denied. I've sent a follow up message requesting more details but was ignored. My appeal is really simple. I believe I was wrongfully banned from Hinge services, and any action taken against my account was carried out without allowing me to defend myself or understand the mistake(s) I may have made, as it was not communicated to me upon inquiry. I am almost certain that something triggered some automated ban process, because I have reviewed the terms and conditions numerous times and ruminating the past couple of days on what could be the reason. I was having lighthearted conversations with all my matches, but perhaps a bad joke was taken wrong and I got reported, or the system picked it up? Rest assured, my intention was always to build a meaningful connection. I have read countless other posts here expressing the same sentiment ridden within Hinge's systems. This can't be a coincidence!I respectfully request that the reviewers reconsider their decision to remove my account and allow me back on the platform.
Business response
04/11/2024
Hinge, Inc.
PO Box 25458
******, ** 75225
April 11, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint
Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

***************************************************************************************************

As explained in these Terms of Use, Hinge may,at its sole discretion, "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate.
We understand that Will may want additional details. However,are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed and the ban will remain in place.

We understand this is not the decision Will would like, but they will remain banned from Hinge. Any new accounts Will creates will also be subject to termination.

Thank you for your understanding.

**************************************
****************************************
*******************************************************************************************************************

Sincerely,

Hinge
Customer response
04/11/2024
I am rejecting this response because: 1) I vehemently don't believe I was at fault here- I've been totally respectful and have complied to all terms and conditions outlined. 2) The reason for my ban is vague and without warning
I assume when you mentioned protecting the privacy of its user, you mean someone reported me? If this is the case, are you just going to take one person side to warrant the ban? A through investigation requires both side. People can just report for the most inane reasons. It is no wonder there is a whole blog post (including here on BBB) with former users who claim their innocence and lashing out their frustration. The fact that you chose to ignore the numerous emails sent to you and only respond here to protect your business shows where your interest lies.
I wouldn't be writing this if I didn't feel like my ban was unjustified. I enjoyed using the app and I have no interest in circumventing to regain access. I just want my account back and put this behind me as a mistake (which it was). Here is your chance to correct your wrongs. Future customers will see this.
Initial Complaint
04/10/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hinge banned my account for violating their terms of service in some fashion without prior warning and without any information as to what exactly was in violation.As others have mentioned, these dating apps hold a monopoly over an industry that is in desperate need of government regulation. Hinge, and other apps like it are extremely predatory with their financial incentive being in direct conflict of interest with their service's proposed purpose.
Business response
04/11/2024
Hinge, Inc.
PO Box 25458
******, ** 75225
April 11, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint
Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

***************************************************************************************************

As explained in these Terms of Use, Hinge may,at its sole discretion, "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate.
We understand that ********************* want additional details. However,are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed and the ban will remain in place.

We understand this is not the decision ******* would like, but they will remain banned from Hinge. Any new accounts ******* creates will also be subject to termination.

Thank you for your understanding.

**************************************
****************************************
*******************************************************************************************************************

Sincerely,

Hinge
Customer response
04/17/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/09/2024
Complaint Type:
Product Issues
Status:
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.
I get charged monthly for this service. I have paid Hinge ** probably about $500 and if you include Match ** properties probably around $700. The business is a dating app. My dispute is that my account was banned as revenge for reporting other bot accounts. I appealed with the company and they claim they lack a true email appeal process and do not appeal appropriately. They do not tell the banned individual what they did to get banned, nor do they tell them the issue with their appeal. The business did not resolve the problem. I got in touch with one of their representatives over email and they ignored my appeal.The account is attached to my first and last name. ********************************* and my email: ****************** and phone number.
Business response
04/10/2024

***********, LLC
PO Box 25458
******, ** 75225
April 10, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Hinge members must submit appeal requests to Hinge by following the instructions at **************************************************************************************************
Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above. Users who have already submitted an appeal request will receive a direct response to the appeal via the e-mail address associated with the Hinge account. To correct any misunderstanding, additional inquiries or appeal requests, including through this channel, will not expedite the appeal's position in Hinge's processing queue or impact the outcome of any prior appeal decision. We recommend checking junk and spam folders to ensure receipt of communication relating to the appeal.

Hinge continues to improve its appeals process. If a response has not been received within 3 months of the initial appeal, please use the link on the page linked above to submit a ticket.

If the appeal request is denied or the account is not eligible for appeal, the account will remain banned and any new accounts created will be subject to termination.

**************************************
****************************************
*******************************************************************************************************************

Sincerely,

***********
Business response
04/10/2024
TO THE BBB: We have received an update from Hinge and have provided this response below as additional information.

Hinge, Inc.
PO Box 25458
******, ** 75225
April 10, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint
Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

***************************************************************************************************

As explained in these Terms of Use, Hinge may,at its sole discretion, "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate.
We understand that ****** may want additional details. However,are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed and the ban will remain in place.

We understand this is not the decision ****** would like, but they will remain banned from Hinge. Any new accounts ****** creates will also be subject to termination.

Thank you for your understanding.

**************************************
****************************************
*******************************************************************************************************************

Sincerely,

Hinge
Customer response
04/11/2024
I am rejecting this response because: There is no explanation of the criteria for banning me from the service. I have read the terms of service and I have not violated any of the terms at least to my knowledge.
Furthermore, the company is claiming that there is a privacy issue but they do not have to inform me of the individual with the complaint they can just tell me what the complaint was. A simple statement on the complaint, the violation of the terms of service that stems from the complaint, and what the Hinge's internal review process that led to the denial should be a simple thing to present.
If providing the complaint violates privacy then the violation of the terms of service and Hinge's internal review process would excuse any privacy issue. I personally would prefer an unbanning of the account.
Again thank you for taking the time to read this.
Initial Complaint
04/09/2024
Complaint Type:
Customer Service Issues
Status:
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.
February 2024 I was banned off Hinge without any reasoning given. The app claims to have emailed me such reason but this was never received. I appealed immediately to which this was promptly denied yet again with no clear reason in regards to my unjust ban.I have emailed their customer service on numerous occasions to which this has gone unanswered. The companies treatment of men is completely unfair and I wish to have my account reactivated immediately. I have done nothing wrong
Business response
04/10/2024

***********, LLC
PO Box 25458
******, ** 75225
April 10, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Hinge members must submit appeal requests to Hinge by following the instructions at **************************************************************************************************
Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above. Users who have already submitted an appeal request will receive a direct response to the appeal via the e-mail address associated with the Hinge account. To correct any misunderstanding, additional inquiries or appeal requests, including through this channel, will not expedite the appeal's position in Hinge's processing queue or impact the outcome of any prior appeal decision. We recommend checking junk and spam folders to ensure receipt of communication relating to the appeal.

Hinge continues to improve its appeals process. If a response has not been received within 3 months of the initial appeal, please use the link on the page linked above to submit a ticket.

If the appeal request is denied or the account is not eligible for appeal, the account will remain banned and any new accounts created will be subject to termination.

**************************************
****************************************
*******************************************************************************************************************

Sincerely,

***********
Customer response
04/11/2024
I am rejecting this response because:
they didn't offer a constructive way to address the ban, leaving me feeling unheard and frustrated. It's important for companies to provide ******************** and support rather than just aiming to silence concerns what Hinge has done here
Initial Complaint
04/09/2024
Complaint Type:
Customer Service Issues
Status:
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.
Hello, my name is Puneek *****, ********************** ************ I would like to formally appeal my account removal from ********************. I do not know what I was removed for or what community guidelines I am supposed to have violated. I feel that any action taken against my account was done in a way that did not give me any chance to defend myself or learn from my mistakes that were not revealed to me upon asking. I would humbly ask that the reviewers of these appeals re-consider my removal and allow me back on the platform. I immediately appealed the ban in which I received an automated reply. I submitted requests from the entire match group corporation and no one was able to tell me how to mitigate this. I appreciate the time and consideration of this appeal. I would like to once again be a user of this app and hopefully find something meaningful from it.
Business response
04/10/2024
***********, LLC
PO Box 25458
******, ** 75225
April 10, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint
Good Morning,
We are forwarding this response on behalf of Hinge.
Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

***************************************************************************************************

As explained in these Terms of Use, Hinge may,at its sole discretion, "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate.
We understand that Puneek may want additional details. However,are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed and the ban will remain in place.

We understand this is not the decision Puneek would like, but they will remain banned from Hinge. Any new accounts Puneek creates will also be subject to termination.

Thank you for your understanding.

**************************************
****************************************
*******************************************************************************************************************

Sincerely,

***********
Customer response
04/11/2024
I am rejecting this response because: I was not provided with any reasoning behind said ban.
Initial Complaint
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Ive been a subscriber to Hinge for the last 3 or 4 months. I recently got banned for some unspecified TOS violation. I strongly believe I have tried to act in good faith using this app. I found my first girlfriend on this platform more than a year ago. Ive been struggling to think of what I might have done to get banned. I think its possible that ex might have reported me in retaliation and ***be another person that might feel a little vindictive against me - though I dont think its that. I would never intentionally do anything to harass or disturb the users. I think Ive sent ***be one message that could have been viewed as flirty?Respectfully, I dont think I violated the terms of use. If I did so, it was completely unintentional. I highly value the app, community, and the dates its allowed me to go on. That being said, I would never intentionally do anything to harass or disturb the users or the flow of the app. I have nothing inappropriate on my profile. I even go out of my way to ensure I don't have anything that could even be misconstrued as mean or upsetting. Ive taken dating seriously, spending 90$ per 3 months on premium hinge. I kindly request a more thorough investigation into my case and ***hems some transparency regarding the reasons for my ban. I have copied and pasted things I wrote in my notes app into hinge that *** have triggered an automated ban? I didnt mean to do this, I found it less stressful to write on the note app and I have ADD so I need to formulate my thoughts elsewhere. I understand why you have to keep bots off the platform.
Business response
04/10/2024
Hinge, Inc.
PO Box 25458
******, ** 75225
April 10, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint
Good Morning,

Hinge has previously reviewed and denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

***************************************************************************************************

As explained in these Terms of Use, Hinge may,at its sole discretion, "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate.
We understand that ******** may want additional details.However, are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed and the ban will remain in place.

We understand this is not the decision ******** would like, but they will remain banned from Hinge. Any new accounts ******** creates will also be subject to termination.

Thank you for your understanding.

**************************************
****************************************
*******************************************************************************************************************

Sincerely,

Hinge
Customer response
04/15/2024
I am rejecting this response because: This response is clearly boilerplate and templated language that is automated. No effort was put into my claim and it is very disappointing. I would hope that truthful investigating can be done this time around. I have always conducted myself respectfully and mindfully throughout 1 year of using this product. Very sad
Initial Complaint
04/09/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am filing a complaint regarding the unjust banning of my Hinge account. On 4/9/24, I was unable to access my account and received a message stating it had been banned. I was not provided a specific reason for the ban, only that I violated Hinge's Terms of Service and Community Guidelines.I believe this ban is a mistake. I have always used Hinge with respect and adhered to the community guidelines. My profile contained no inappropriate content, and I interacted with other users in a polite and courteous manner.I attempted to appeal the ban by contacting Hinge support on the same day but my appeal was denied. I believe this lack of explanation and opportunity to address the issue is unfair.Request:I request that Hinge investigate this matter further and reinstate my account. I would appreciate a clear explanation of the alleged violation and the opportunity to defend myself if necessary. Being able to use Hinge again would allow me to continue seeking meaningful connections on the platform.Thank you for your time and attention to this matter.Sincerely,
Business response
04/10/2024
Hinge, Inc.
PO Box 25458
******, ** 75225
April 10, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint
Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

***************************************************************************************************

As explained in these Terms of Use, Hinge may,at its sole discretion, "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate.
We understand that ******** may want additional details.However, are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed and the ban will remain in place.

We understand this is not the decision ******** would like, but they will remain banned from Hinge. Any new accounts ******** creates will also be subject to termination.

Thank you for your understanding.

**************************************
****************************************
*******************************************************************************************************************

Sincerely,

Hinge
Customer response
04/11/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In March 2024, my Hinge account was removed from the platform because I supposedly violated one of more of their policies, I did not. I was a user of the app over many years paying for subscriptions regularly, only to be kicked off due to false allegations. Hinge has not tried to solve this issue because there is no way they looked into it because I didnt and would never violate a policy on any dating app.
Business response
04/10/2024
Hinge, Inc.
PO Box 25458
******, ** 75225
April 10, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint
Good Morning,

Hinge has previously denied this appeal request.Please understand that this decision is not automated, and submitting additional appeal requests, including through this channel, will not impact our decision. As explained in Hinges appeal instructions, Any appeals submitted via social media or sent to individual Hinge or *********** employees via email will be redirected to use the process outlined above.

***************************************************************************************************

As explained in these Terms of Use, Hinge may,at its sole discretion, "terminate your account without a refund if Hinge believes that you have violated these Terms, misused our Services, or behaved in a way that Hinge regards as inappropriate or unlawful, on or off our Services." Furthermore, Hinge may "remove your access to our services without warning" if Hinge determines this action to be appropriate.
We understand that ***************** want additional details. However,are unable to discuss further specifics beyond what was disclosed in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be assured that this decision has been thoroughly reviewed and the ban will remain in place.

We understand this is not the decision ***** would like, but they will remain banned from Hinge. Any new accounts ***** creates will also be subject to termination.

Thank you for your understanding.

**************************************
****************************************
*******************************************************************************************************************

Sincerely,

Hinge
Customer response
04/11/2024
I am rejecting this response because: I know I have not done anything Hinge employees are accusing me of, and I am being penalized for no reason.

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