Complaints

This profile includes complaints for Hinge, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Hinge, Inc.

  PO Box 25472 Dallas, TX 75225-1472

• 

  Hinge, Inc.

  8750 N Central Expy STE 1400 Dallas, TX 75231-6435

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:08/18/2023

  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.

  Hi, Hinge banned my account permanently and are not providing me with a reason as to why it has been banned. As far as I'm aware I broke no rules within their app and believe I have been unfairly banned. I've tried contacting them on countless occasions only to receive automated computer generated responses from their so called "customer service" department.... Was hoping maybe you guys could work towards getting my account back if possible please. Thanks- ****

  Business Response

  Date: 08/18/2023

  Hinge, Inc.
  PO Box 25458
  ******, ** 75225
  August 18, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  
  Good Morning,
  
  Members must submit appeal requests to Hinge by following the instructions at ***************************************************************************************************
  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. 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. We recommend checking junk and spam folders to ensure receipt of communication relating to the appeal.

  If an appeal has been previously denied, submitting additional appeal requests, including through this channel, will not impact the standing of the Hinge account.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:08/18/2023

  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.

  Had a hinge account and one day just wasnt working anymore, had a match and asked her if she could see my profile, she said she could but there was someone else pictures on it so i was very confused and contacted hinge support and they told me it got escalated for resolution just to never hear back from them again,

  Business Response

  Date: 08/18/2023

  Hinge, Inc.
  PO Box 25458
  ******, ** 75225
  August 18, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  
  Good Morning,
  
  This Hinge account is banned. Members must submit appeal requests to Hinge by following the instructions at ***************************************************************************************************
  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. 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. We recommend checking junk and spam folders to ensure receipt of communication relating to the appeal.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:08/18/2023

  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 created my Hinge account for the first time ever earlier this summer, but for some reason my account has always been shadow banned from the start. This means that although the app looks fine from my end, my profile is not being shown to others on the dating app. I tried contacting Hinge support twice to get this issue resolved and both times they said they have escalated the situation and that they would have a solution for me soon. However, a couple months have gone by, and I have not heard back from them. To make matters worse, they are now not even returning my emails. I would simply just like for my account to be reinstated as I have not broken any of the rules for the dating app.

  Business Response

  Date: 08/18/2023

  Hinge, Inc.
  PO Box 25458
  ******, ** 75225
  August 18, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  
  Good Morning,
  
  The account associated with these credentials is banned. Members must submit appeal requests to Hinge by following the instructions at ***************************************************************************************************
  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. 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. We recommend checking junk and spam folders to ensure receipt of communication relating to the appeal.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:08/18/2023

  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.

  Hello.My account has been banned, but I didnt even do anything. I cant purchase a subscription and Im unable to get matches. Name: **** Phone Number: ************ Can you please help? I just want to be able to purchase a subscription and find someone to date.

  Business Response

  Date: 08/18/2023

  Hinge, Inc.
  PO Box 25458
  ******, ** 75225
  August 18, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  
  Good Morning,
  
  Members must submit appeal requests to Hinge by following the instructions at ***************************************************************************************************
  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. 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. We recommend checking junk and spam folders to ensure receipt of communication relating to the appeal.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 08/26/2023

  I am rejecting this response because: I requested an appeal for the ban but it was rejected. I paid for Hinges services but got banned for no reason.

• Initial Complaint

  Date:08/18/2023

  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.

  At some point in 2020, I was banned from using Hinge with no explanation and no prior warnings. While miscommunications can often happen over digital messaging, I'm confident I did nothing to merit a lifetime ban for the service, which is such a prevalent part of how young people meet today. I recently tried to appeal the ban and was given no further information about my alleged misdeeds - the response I received noted a human review of past incidents, though I don't see how this could have been possible given Hinge's requirement to delete any personally identifiable information after a period of three months.I'm filing this complaint to restore my account on ********************. I look forward to regaining membership to the Hinge community and being a respectful and considerate member both online and in person going forward. My Hinge account was associated with my phone number, which is **********.

  Business Response

  Date: 08/18/2023

  Hinge, Inc.
  PO Box 25458
  ******, ** 75225
  August 18, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  Good Morning,
  
  Per BBB 20464346 *********** is banned from Tinder. The Hinge Terms of Use require that "You have not previously been removed from our Services or our affiliates services by us or our affiliates, unless you have our express written permission to create a new account." ******************** has given no such permission, and *********** is ineligible to create or maintain a Hinge account. This account will remain banned and any new accounts *********** creates will also be subject to termination.

  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 08/22/2023

  I am rejecting this response because: the ban was issued in error. Additionally, it was issued several years ago, during a stressful time at the start of the pandemic. I did not send any threats or compromise any other users safety - that I can say for certain.

• Initial Complaint

  Date:08/18/2023

  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.

  I use hinge for dating for the past few years and may have had some inactivity due to an overwhelming work schedule, I was a premium user and paid for the service. But I did not violate any rules on hinge, they banned me and shadowbanned me afterwards with no explanation. They just continously deny providing reasoning and from the looks of it, they have a history of banning paying members based off of a broken system.

  Business Response

  Date: 08/18/2023

  Hinge, Inc.
  PO Box 25458
  ******, ** 75225
  August 18, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  
  Good Morning,
  
  Members must submit appeal requests to Hinge by following the instructions at ***************************************************************************************************
  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. 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. We recommend checking junk and spam folders to ensure receipt of communication relating to the appeal.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 08/22/2023

  I have reviewed the business response and accept this resolution. 

  Business Response

  Date: 01/26/2024

  Hinge, Inc.
  PO Box 25458
  ******, ** 75225
  January 26, 2024
  VIA ONLINE RESPONSE
  Re: Complaint ID
  
  Good Morning,
  
  As per our previous response, members must submit appeal requests to Hinge by following the instructions at ***************************************************************************************************
  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. 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.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:08/18/2023

  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 have been using Hinge for several years now and never been banned or locked out of my account due to inappropriate behavior or photos. I have always maintained the ethics and never had any type of inappropriate behavior. I was subscribed to a HingeX account which was the most expensive one and it was deeply disappointing seeing that my account was gone without mentioning any reason. I am 100% confident that I did not violate any of their terms and this has to be a mistake from Hinge. I have appealed to them and received an automatic generated response claiming that I was in fact in violation of their terms but mentioned no details of it. This is very frustrating and I feel robbed and clear like my rights are violated not their terms. I would like my access reinstated as I have reason to believe this was a mistake.

  Business Response

  Date: 08/18/2023

  Hinge, Inc.
  PO Box 25458
  ******, ** 75225
  August 18, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID

  
  Good Morning,
  
  As indicated in this complaint, 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 Mohsen may want additional details. However, as we previously explained in our denial of this appeal, we are unable to discuss further specifics of this 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 this ban is proper.
  
  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.
  
  Please be advised, ****** purchased their subscription through Apple, therefore, we are unable to assist with cancellation or refund requests in this case. Instead, they may contact Apple directly at the following link: ***********************************.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 08/22/2023

  I am rejecting this response because I strongly believe that I have not conducted any unethical actions inside/outside the app, and this decision makes zero sense to me. It is not acceptable to me that the business says I have done some actions against their terms of service AND not share any evidence of that wrongdoing. If they believe so, they have to prove it to me, which Im 100% sure is impossible as I did nothing wrong.

• Initial Complaint

  Date:08/18/2023

  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 bring to your attention a concerning issue I have encountered with the Hinge dating app. I was unexpectedly banned from the platform, with no explanation provided for the ban. Despite promptly submitting an appeal, I have received no response from Hinge, even though their email explicitly stated, "If we accept your appeal, you will receive an email confirming your account access has been reinstated. You will also receive an email if your request to reinstate your account is denied."I wish to emphasize that my use of the app has always aligned with its terms of service and community guidelines. I have not engaged in any behavior that could warrant a ban. This situation has left me puzzled and frustrated due to the lack of clarity and communication.As a concerned user, I am seeking your assistance, **********************, to address this issue. Transparency and fairness are essential aspects of any online platform. I kindly request that you urge Hinge to fulfill their commitment to communicate the outcome of my appeal promptly. Thank you for your dedication to ensuring ethical business practices. I believe your intervention will aid in resolving this matter fairly and prevent similar situations for other users.My phone number associated with my account is ************.*********, *********************

  Business Response

  Date: 08/18/2023

  Hinge, Inc.
  PO Box 25458
  ******, ** 75225
  August 18, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  
  Good Morning,
  
  

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

  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. 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. We recommend checking junk and spam folders to ensure receipt of communication relating to the appeal.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:08/18/2023

  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 was banned from Hinge on 8/11/23. This is very confusing and upsetting for me because in the past couple years of using the app I have always been respectful, followed the terms of service and used the app solely for its intended purpose. Also because I have paid a large amount of money to Hinge in the effort to more effectively use Hinge for its intended purpose of finding love, which appears to have been wasted. Being on Hinge is very important to me as it helped me get into a serious relationship and my mental health was at its worst ever after being broken up, until getting back on Hinge. I submitted a haphazard appeal on 8/12/23 because I had assumed there was a mistake or possibly that friends of an ex had reported me and a review would show my continued good standing in the app. However, upon thinking more I believe it could also have been caused by deleting and recreating my Tinder account after regretting my decision to give up on the app. None of my pictures or prompts were sexually explicit and the only texts I sent of those variety were in response to sexually suggestive messages that I had received first. I am deeply sorry if responding in that manner or recreating my Tinder account were the reason for my ban and I promise to continue using Hinge in the appropriate manner as I have done in the past should I be reinstated. I truly believe that I have used Hinge the way it is meant to be used and without violating the terms of service and greatly enjoy and rely on the connections I have made from being on the app. I ask to please help me reinstate my account now that I have given a formal request compared to my original lackluster appeal. Thank you for your time and consideration.

  Business Response

  Date: 08/18/2023

  
  Hinge, Inc.
  PO Box 25458
  ******, ** 75225
  August 18, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  Good Morning,
  
  Hinge denied this appeal request on 8/12/23. 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,as we previously explained in our denial of this appeal, we are unable to discuss further specifics of this 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 this ban is proper.
  
  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 Answer

  Date: 08/28/2023

  I am rejecting this response because: I have read through the terms of service of the Hinge app and have found no such breaches of the contract to participate in the app. I believe that I was not given a fair or complete review of my appeal and was banned as a result of no or false information. 

• Initial Complaint

  Date:08/18/2023

  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.

  Subject: Request for Account Reinstatement or Clarification for Ban from Hinge To Whom It May ********* am writing to lodge a formal complaint regarding the unexpected and unexplained ban of my Hinge account. I have been an active and respectful user of ********************, ensuring to adhere to all the terms of service laid down by the platform. To my dismay, my account was banned without any prior notification or explanation. Upon discovering the ban, I promptly reached out to Hinges customer support for clarity. However, my attempts to get any information or rectification about the issue were met with no response. I am left in the dark about why my account was banned, especially given that I am confident I have not breached any terms of service. It has come to my attention that the reason for the ban could potentially stem from a particular user whom I chose not to date. I had faced undue harassment from this individual, but I handled the situation with utmost decorum, ensuring not to violate any terms. I have never engaged in sending harassing messages, misrepresented myself, or partaken in any activity that would deem my account unworthy of being on Hinge.While I respect the platform's need to maintain a safe and secure environment for its users, I believe that every user also deserves transparency and fairness. In this regard, I would like to either:1. Have my account reinstated, considering I am confident that I have not committed any violations.2. Receive a clear and specific reason for the ban, so I can understand any potential issues.The current lack of communication and transparency is disappointing, to say the least. It not only affects my personal life but also tarnishes the trust I have in Hinge as a platform.I kindly request the Better Business Bureau to intervene in this matter to ensure that fairness and clarity prevail. Thank you for your time and attention to this matter.Sincerely,******************************************************************** ************

  Business Response

  Date: 08/18/2023

  TO THE BBB: This is a duplicate of BBB 20464120

  Business Response

  Date: 08/18/2023

  TO THE BBB: This is a duplicate of BBB 20464120