Complaints

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

close

Find a Location

Hinge, Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:01/30/2025

  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.

  I got banned out of nowhere and submitted an appeal, hinge responded saying they wouldnt undo my ban. They asked why I think I should get my account back but to my knowledge I didnt do anything against the guidelines. I was wrongfully banned and they wont do anything to help me rightfully get my account back.

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 31, 2025 
  VIA ONLINE RESPONSE
  Re: BBB Complaint D, *** #********
  
  Good Morning,
  
  Appeal requests submitted through this channel cannot be processed. 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. Details relating to the underlying ban reason will be provided in the appeal decision if possible under the Hinge Privacy Policy. 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.
  
  As explained in these Terms of Use, Hinge may "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" and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
  
  All appeal requests receive human review prior to a decision being provided. 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. Submitting additional requests through this channel will not impact the outcome of a prior appeal decision.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:01/30/2025

  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.

  Hinge banned me from their app without any explanation right after I paid them 150 for 6 months of premium service

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 31, 2025
  VIA ONLINE RESPONSE
  Re: BBB Complaint ******, **** #********

  Good Morning,
  
  Hinge has previously denied this appeal request.This decision is not automated and all appeals receive human review prior to a decision being provided. Submitting additional appeal requests, including through this channel, will not impact our decision.
  
  ***************************************************************************************************
  
  Hinges appeal instructions explain that 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 the Hinge Terms of Use, Hinge may "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." Hinge may also "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
  
  Please be advised that are unable to disclose specifics beyond what was provided in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, be advised that ****** Hinge account was banned in April 2023, and our records show **** has made multiple attempts to circumvent this ban by creating a new Hinge account. The ******************** 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 not provided this permission, and the creation of these accounts is a further violation of Hinge's Terms.

  We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.

  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 01/31/2025

  They didnt provide a reason for my April 2023 banning and how are they held accountable rather than just banning someone after taking their payment without having to authenticate that a violation actually took place. Is there no system to hold them accountable and see that my money doesnt just go to waste.

• Initial Complaint

  Date:01/30/2025

  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.

  My account was banned on usage from an automated sensor.I think it happened because I got logged out and when logging back in, I couldn't remember what phone number I originally used.I put in my social phone number and realized I used my business number so I immediately exited the app. I then logged in with my business account, got back on, and the next morning I was removed for violating terms stating I had another account, which I do not.Their appeal process is insufficient and I have money in the form of "Roses" that I still have available for use, meaning I paid for the service and need a refund if account not reactivated.

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 31, 2025 
  VIA ONLINE RESPONSE
  Re: BBB Complaint *****, ******** #********
  
  Good Morning,
  
  Appeal requests submitted through this channel cannot be processed. 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. Details relating to the underlying ban reason will be provided in the appeal decision if possible under the Hinge Privacy Policy. 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.
  
  As explained in these Terms of Use, Hinge may "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" and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
  
  All appeal requests receive human review prior to a decision being provided. 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. Submitting additional requests through this channel will not impact the outcome of a prior appeal decision.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:01/30/2025

  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 was unjustifiably banned from the app due to being reported by an ex girlfriend for no reason.

  Business Response

  Date: 02/03/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  
  VIA ONLINE RESPONSE
  
  Re: BBB Complaint Perring, **** #********
  
  Good afternoon,
  
  Please be advised that Hinge has previously denied this appeal request. This process is not automated, and all appeal requests receive human review prior to the appeal decision being provided. Submitting additional appeal requests, including through this channel, will not impact a prior appeal decision or expedite the position of a pending request in Hinge's processing queue. 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 this is not the desired outcome, however, the Hinge account will remain banned and any new accounts created will also be subject to termination.
  
  **************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge
  

• Initial Complaint

  Date:01/30/2025

  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.

  Hinge has banned my account without any explanation or appeal process despite the fact that I have certainly not violated their terms of service. I had not even used the service in ~8 months. Based on the timing, I believe this based on malicious and fraudulent claims that I am not being informed of or granted an opportunity to address.

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 31, 2025
  VIA ONLINE RESPONSE
  Re: BBB Complaint *******, ******* #********

  Good Morning,
  
  Hinge has previously denied this appeal request.This decision is not automated and all appeals receive human review prior to a decision being provided. Submitting additional appeal requests, including through this channel, will not impact our decision.
  
  ***************************************************************************************************
  
  Hinges appeal instructions explain that 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 the Hinge Terms of Use, Hinge may "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." Hinge may also "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
  
  Please be advised that are unable to disclose specifics beyond what was provided in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy.
  
  We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 01/31/2025

  I am rejecting this response because:   If this was a reasonable, valid action on behalf of Hinge there would be a provided reason. 

  Business Response

  Date: 02/03/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  February 3, 2025
  VIA ONLINE RESPONSE
  Re: BBB Complaint *******, ******* #********

  Good Morning,
  
  Unfortunately, we are unable to disclose additional details beyond what is provided in the appeal communication due to privacy and security concerns.
  
  We understand this is not the requested outcome, but we have determined that this account is not eligible to be reinstated.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:01/30/2025

  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'm uncertain about the specific reasons for my removal and which community guidelines I may have unknowingly violated. It seems that the actions taken against my account did not provide an opportunity for me to defend myself or gain insights into any potential mistakes. I kindly request a reconsideration of my removal, with the hope of being reinstated on the platform. If due to any technical/ human error I got banned on hinge, I hope to let you know that it was always unintentional. I might have been banned for other reasons that I'm not aware of because my intentions were never intentional. Somebody might have reported me due to error as well because I tried talking in my native language but it was never my intention to hurt anyone and also if my pictures were not according to your policy, I was trying to change them and not keep them permanent and while doing so you blocked me in midst of this. I hope hinge does not discriminate people on basis of nationality, gender or race.I genuinely enjoyed using Hinge to connect with new people and explore meaningful connections, and I would appreciate the opportunity to continue doing so. Thank you for your time and consideration. My hinge account phone number was ************* and email - *******************

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 31, 2025 
  VIA ONLINE RESPONSE
  Re: BBB Complaint *****, ***** #********
  
  Good Morning,
  
  Appeal requests submitted through this channel cannot be processed. 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. Details relating to the underlying ban reason will be provided in the appeal decision if possible under the Hinge Privacy Policy. 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.
  
  As explained in these Terms of Use, Hinge may "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" and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
  
  All appeal requests receive human review prior to a decision being provided. 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. Submitting additional requests through this channel will not impact the outcome of a prior appeal decision.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 01/31/2025

  I am rejecting this response because:   I've once appealed to hinge regarding by account ban but they bluntly rejected it and I wasn't able to defend myself fully on the first appeal since I didn't know that was going to be my first and last appeal chance provided through hinge. Hinge didn't even give me any warning before doing that. No reason whatsoever was provided to me for my account ban. I highly doubt it was a human viewing my appeal. Therefore, provided that I didn't know my first appeal after the ban was going to be the last, I'll write another appeal to you right now. I'm uncertain about the specific reasons for my removal and which community guidelines I may have unknowingly violated. It seems that the actions taken against my account did not provide an opportunity for me to defend myself or gain insights into any potential mistakes. I kindly request a reconsideration of my removal, with the hope of being reinstated on the platform. I genuinely enjoyed using Hinge to connect with new people and explore meaningful connections, and I would appreciate the opportunity to continue doing so. Thank you for your time and consideration.

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ******, ********
  January 31, 2025 
  VIA ONLINE RESPONSE
  Re: BBB Complaint *****, ***** #********
  
  Good Morning,
  
  As explained in our previous response, appeal requests can only be accepted through Hinge's appeal form: **************************************************************************************************
  

  If the appeal request is denied the account will be ineligible for reinstatement unless the appeal decision is updated by Hinge to reflect otherwise.

  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 01/31/2025

  I am rejecting this response because:   

  .I was banned from hinge in January 2025, I tried to access the app but I couldn't as the message said i was banned. I tried to appeal with hinge and I got response, "Our team has reviewed your appeal request and confirmed that you are in violation of our Terms of Service and our Community Guidelines. Therefore your account will remain banned. This decision is informed and final and subsequent appeals will not be considered."

   

   I believe this action is both unfair and unjustified, as I have not violated any of Hinges terms of service, community guidelines, or engaged in any behavior that would warrant such a penalty.

   

  Despite my attempts to understand the rationale behind this decision, I have not received any adequate explanation from your team regarding the circumstances surrounding the ban. As a responsible and compliant user of your platform,I have always adhered to the platform's rules and guidelines, and as such, I find the suspension of my account to be both unwarranted and detrimental.

   

  I kindly request a reconsideration of my removal, with the hope of being reinstated on the platform. I genuinely enjoyed using Hinge to connect with new people and explore meaningful connections, and I would appreciate the opportunity to continue doing so. Thank you for your time and consideration.

  Customer Answer

  Date: 02/03/2025

  I would like to re appeal to hinge and re file the complaint either a new complain or in the same thread.

  Customer Answer

  Date: 02/03/2025

  I would like to follow up and write back to the reply or refile the complaint which Hinge wrote me back but I'm not able to do so as I'm not getting the option here nor on the link of my case. My case ID is ********. ******************** has asked me to review the response by buisness and provide my position within 10 days. So here I am doing the same. My position is that I'll like to write back to the reply provided by Hinge(buisness) or re file a complaint through BBB to Hinge. I'm not at all satisfied with their reply . So I'll like to FILE ANOTHER COMPLAINT AGAINST THE BUSINESS. Reach out to me asap

  THE NEW COMPLAINT AGAINST THE BUISNESS IS:

  HI THERE, 

  THIS IS REGARDING THE ***** SENT BY HINGE WHICH READ "Our team has re-reviewed your appeal request and confirmed that you are in violation of our Terms of Service and our Community Guidelines. Therefore your account will remain banned. This decision is informed and final and subsequent appeals will not be considered" 

  I've NOT even had the chance to RE- APPEAL since my verification was NEVER DONE. SO, I DON'T KNOW ON WHAT GROUNDS DID YOU STATE that " RE APPEAL WAS REJECTED" BECAUSE MY VERIFICATION DOCUMENT NEVER GOT SUBMITTED IN THE FIRST PLACE THROUGH THE LINK YOU SENT AS THE LAST VERIFICATION SESSION EXPIRED (of which attaching the screenshot of) SO I ASK YOU AGAIN TO LET ME  VERIFY BY SENDING THE LINK AGAIN.

  I've asked this several times through the mail but the HINGE support team is not helping me at all.

  My appeal is really simple and I'm aware that I may have unintentionally triggered some sort of automated ban process with this particular activity:I would often Copy + Paste my initial message to multiple new Hinge matches when they would pile up after a length of time had passed without checking the app. I assume this initiated an automated review into my account and when it continued to happen I was flagged for Bot activity thus triggering a ban. I was irresponsible to have done this and I realized after the ban was given that this may have been against TOS and the reason for a ban when I have otherwise used Hinge very responsibly.

   As a responsible and compliant user of your platform,I have always adhered to the platform's rules and guidelines, and as such, I find the suspension of my account to be both unwarranted and detrimental to both my CONSTITUTIONAL AND GENDER RIGHTS being a FEMALE.

  I kindly request a reconsideration of my removal, with the hope of being reinstated on the platform. Thank you for your time and re consideration .

  Registered phone number- *************

  Registered email- ****************************

   

• Initial Complaint

  Date:01/30/2025

  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.

  I recently had my Hinge account banned, and I believe this was due to deleting and then recreating my account. I am still the same authentic person and had no intention of violating any policiesI was simply navigating personal matters related to my past relationship.Hinge reviewed my appeal but upheld the ban, which I believe was an incorrect decision. I have not engaged in any behavior that violates their guidelines, and I have not received a clear or detailed explanation for why my account remains banned. I recently moved back to ***** and would like to use Hinge as intended to build meaningful connections.I am requesting that Hinge re-evaluate my case fairly, allow me to verify my identity, and reinstate my account. I believe this ban was made in error, and I would appreciate a transparent review process.Thank you for your time.

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 31, 2025
  VIA ONLINE RESPONSE
  Re: BBB Complaint *****, Derek  #********

  Good Morning,
  
  Hinge has previously denied this appeal request.This decision is not automated and all appeals receive human review prior to a decision being provided. Submitting additional appeal requests, including through this channel, will not impact our decision.
  
  ***************************************************************************************************
  
  Hinges appeal instructions explain that 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 the Hinge Terms of Use, Hinge may "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." Hinge may also "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
  
  Please be advised that are unable to disclose specifics beyond what was provided in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy. However, we can confirm that identity verification does not pertain to the account's ban.
  
  We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 01/31/2025

  I am rejecting this response because:   
  I have only been a loyal customer to the business and have never conducted any wrongdoing. I would love to be able to get back on the application and use the resources you guys provide. If it wasnt verification issue, I do believe it could have been a revengeful report. 

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 31, 2025
  VIA ONLINE RESPONSE
  Re: BBB Complaint *****, Derek  #********

  Good Morning,
  
  Unfortunately, we are unable to disclose additional details beyond what is provided in the appeal communication due to privacy and security concerns.
  
  We understand this is not the requested outcome, but we have determined that this account is not eligible to be reinstated.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:01/30/2025

  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.

  Subject: Unfair Ban and Denial of Refund for Hinge Subscription To Whom It May Concern,On January 29, 2025, at approximately 7:30 PM, I signed up for Hinge and purchased a three-month subscription for $69. However, on January 30, 2025, around lunchtime, I was suddenly banned from the app without any explanation.I had only used the app for about three hours in total and was not given any warning, reason, or opportunity to appeal this decision. I am extremely frustrated and upset, as I have no idea why I would have been banned. I have not violated any terms or engaged in any inappropriate *********** is unacceptable for a company to take a customers payment, ban them without explanation, and refuse to provide a reason or an opportunity to defend themselves. Furthermore, this situation has had an emotional impact, as being suddenly cut off from a service without justification feels unfair and unjust.I am requesting:A full refund for my unused subscription.A clear explanation for why my account was banned.An opportunity to appeal the decision if this was done in error.I hope Hinge will address this matter fairly and provide better transparency to its customers. I appreciate your prompt attention to this issue.Sincerely,*** Brand

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 31, 2025 
  VIA ONLINE RESPONSE
  Re: BBB Complaint  Brand, *** #********
  
  Good Morning,
  
  Appeal requests submitted through this channel cannot be processed. 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. Details relating to the underlying ban reason will be provided in the appeal decision if possible under the Hinge Privacy Policy. 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.
  
  As explained in these Terms of Use, Hinge may "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" and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
  
  All appeal requests receive human review prior to a decision being provided. 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. Submitting additional requests through this channel will not impact the outcome of a prior appeal decision.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:01/30/2025

  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 was wrongfully banned on hinge and would like a refund for the premium subscription purchased, I do not believe I violated the terms and services

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 31, 2025 
  VIA ONLINE RESPONSE
  Re: BBB Complaint Li, Evan  #********.
  
  Good Morning,
  
  Appeal requests submitted through this channel cannot be processed. 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. Details relating to the underlying ban reason will be provided in the appeal decision if possible under the Hinge Privacy Policy. 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.
  
  As explained in these Terms of Use, Hinge may "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" and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
  
  All appeal requests receive human review prior to a decision being provided. 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. Submitting additional requests through this channel will not impact the outcome of a prior appeal decision.

  Be advised that there is no Hinge account registered with the e-mail or phone number provided. We recommend ensuring the correct information is provided prior to submitting the appeal request as incomplete or inaccurate appeals cannot be processed.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 01/31/2025

  I am rejecting this response because:   You wont let me create an account with the details provided!

  Business Response

  Date: 02/03/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  February 3, 2025
  VIA ONLINE RESPONSE
  Re: BBB Complaint Li, Evan  #********.
  
  Good Morning,
  
  As explained in our previous response, there are no Hinge accounts, including banned accounts, linked to the combination of e-mail address and phone number provided. When submitting an appeal request, all registration information such as both the correct phone number and the e-mail address registered to the account must be provided in order for the appeal to be processed.

  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  Sincerely,
  
  Hinge

• Initial Complaint

  Date:01/30/2025

  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 was permanently banned from Hinge on 1/28/25 without a specific reason. After again reviewing the Hinge terms of service, and as I am aware of my own conduct, I firmly believe I did not act in a manner which would break the terms and deserve a ban. In fact, I have used Hinge for multiple years without issue. I have had hundreds of matches and been on many dates. I have always acted in a respectful manner both in and outside of the app. In fact, many of the women I have dated through the app are still my friends to this day, even if we did not work out romantically. I also have, on numerous occasions, purchased roses on the app in order to send them as a sweet gesture. After appealing the ban through the app, I received notice that my appeal was rejected within an hour. I was very discouraged by this result as I truly do not think I have done anything that could possibly warrant a permanent ban. I really hope that Hinge will consider unbanning my account so that I can continue to use it for dating, and I would like to reaffirm my commitment to act respectfully towards others both inside and outside of the app.

  Business Response

  Date: 01/30/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 30, 2025
  VIA ONLINE RESPONSE
  Re: BBB Complaint ******, ****** #********

  Good Morning,
  
  Hinge has previously denied this appeal request.This decision is not automated and all appeals receive human review prior to a decision being provided. Submitting additional appeal requests, including through this channel, will not impact our decision.
  
  ***************************************************************************************************
  
  Hinges appeal instructions explain that 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 the Hinge Terms of Use, Hinge may "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." Hinge may also "remove your access to our services without warning" if Hinge determines this action to be appropriate and may take necessary actions if we believe you have violated these Terms, including banning you from our Services and/or our affiliates services (such as Tinder, OkCupid, Match, Meetic,BlackPeopleMeet, LoveScout24, OurTime, Pairs, ParPerfeito, and Twoo
  
  Please be advised that are unable to disclose specifics beyond what was provided in the appeal decision in order to protect the privacy of our users and comply with the Hinge Privacy Policy.
  
  We understand this is not requested outcome, but this account will remain banned. Any new accounts created will also be subject to termination.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 01/31/2025

  I am rejecting this response because:   nothing of substance was said in the response from the business. It is nothing but a copy and pasted response which has been given to thousands of others who have complained for similar instances unjustified banning. This is easily verifiable by looking through the thousands of complaints filed on BBB. 

  Business Response

  Date: 01/31/2025

  Hinge, Inc.
  PO Box 25458
  ****************
  January 31, 2025
  VIA ONLINE RESPONSE
  Re: BBB Complaint ******, ****** #********

  Good Morning,
  
  We understand this is not the requested outcome, but we have determined that this account is not eligible to be reinstated.
  
  Thank you for your understanding.
  
  **************************************
  ****************************************
  *******************************************************************************************************************
  
  
  Sincerely,
  
  Hinge

  Customer Answer

  Date: 02/01/2025

  I am rejecting this response because:   Yet again it is nothing but a copy pasted response. This only reaffirms that Hinge support does nothing to look into unjustified bans and simply does not care about enforcing its own policy which states that it takes false reporting seriously. How can the company claim to take false reports seriously if there is no process by which they are investigated? And worse, no process by which an individual can defend themselves, nonetheless be aware of the fact they were reported in the first place before receiving a permanent ban.