ComplaintsforMatch Group, LLC

Online Dating Services

Additional Complaint Information

Customer Complaint:

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Initial Complaint
04/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hi, I was banned from hinge on april 13, i tried to access the app but I couldnt as the message said i was banned. I didnt even finish making my account. Also, I tried to appeal with tinder 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'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
04/15/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 11, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint Pillai, Akshay 21572786

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 Match Group 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,

Match Group

Customer response
04/15/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/13/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 4/10/24 an auto renew for the ***** subscription was taken out of my bank account. When this happened before and i didnt want my subscription renewed i was able to submit a request for a refund and was able to get it refunded. At first, this time, i was told by one representative the amount taken out on the 10th was for the previous month. I provided the representative with proof showing the date it was taken out of my bank account. Didn't recieve another response from that representative, but another emailed back saying there was nothing else that they could do. I sent back a picture of tinders refund policy, stating if a request is submitted within 14 days of the purchase date, the funds could be refunded. I have not gotten a response or a refund and it is day 3 of the 14 day window. I would like a refund for the subscription I've already canceled and have not used.
Business response
04/15/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 15, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Tinder.

Support requests are reviewed in the order they are received. Submitting additional requests, including through this channel, will not expedite the ticket in Tinder's processing queue.
Thank you for your understanding.

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

Sincerely,

Match Group
Customer response
04/15/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/09/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was banned but would appreciate the opportunity to appeal this ban. I love the tinder app and would love to be able to use it again. I do not believe I violated any of tinders policies please help me get unbanned I really love this app. The email associated with my tinder account is ********************** The phone number associated with the tinder account is **********
Business response
04/09/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 9, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Tinder.

Users who are eligible to submit an appeal may do so by following the instructions for Tinder's ************** ******************************************************************************************************************************

Although we are unable to provide specifics through this channel to ensure compliance with our Privacy Policy, further details of this decision will be provided via our appeal process if possible under this Policy.

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 also be subject to termination. Submitting additional appeals after receiving a response, including through this channel, will not impact our decision.

Thank you for your understanding.

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

Sincerely,

Match Group
Customer response
04/09/2024
The company has emailed me
can you close this case please
Customer response
04/09/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/08/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I made an account on the companies app tinder about a month ago. Within a few days I realized I was banned on the app. I had never had any conversations with anyone on the app yet at this point. I was never told why I was banned. When I found I couldn't fully use the app I wanted to delete it. Everytime I would try to delete my account from the app to get rid of my pictures and information it would fail to delete. I contacted to company to see if they could help me either fix the account so I could use it twice about a week ago. Both times I was just told I was banned and showed me the terms of service. They never told me why I was banned. It was auto responses to messages.I tried to contact them one last time to see if they could help me delete the account and they told me they needed to escalate to someone else. That was a week ago and I just got a survey to fill out for how helpful the person was. I never got help.
Business response
04/09/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 8, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Tinder.

We have reviewed our records and can confirm that Tinder made the decision to ban this account for violations of our Terms of Use. Per the Tinder Terms of Use, Tinder may, at its sole discretion, terminate your account without a refund of any purchases if you have violated this Agreement, misused the Service or behaved in a way that Tinder regards as inappropriate or unlawful, including actions or communications that occur on or off the Service.

Users who are eligible to submit an appeal may do so by following the instructions for Tinder's ************** ******************************************************************************************************************************

Although we are unable to provide specifics through this channel to ensure compliance with our Privacy Policy, further details of this decision will be provided via our appeal process if possible under this Policy.

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 also be subject to termination. Submitting additional appeals after receiving a response, including through this channel, will not impact our decision.

Thank you for your understanding.

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

Sincerely,

Match Group
Customer response
04/09/2024
I am rejecting this response because:
Tinder said they would have been able to give me answers and a better response if I would have gone through the correct procedures. I did go through the correct procedures and tried to file an appeal and get help through their services to fix the problem. It was not a straight forward process and in the end I was ignored. I believed the ban was due to spamming because I had only had the account open 1 day before I noticed the ban. I never spoke with anyone on the app. I included the screenshots in my messages through your services before with no answer. You say I was banned for a violation of terms of service but what terms. That has not been answered and was not answered through your proper procedures.

Business response
04/11/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 11, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Tinder.

Please note that our previous response explains that Tinder is unable to provide specifics through this channel to ensure compliance with our Privacy Policy, but that further details of this decision will be provided via the Tinder appeal process if possible under the Tinder Privacy Policy.

Tinder's response to this concern makes no assurances that this account is eligible to be reinstated and does not represent otherwise. Rather, our reply explains that 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 also be subject to termination.

Thank you for your understanding.

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

Sincerely,

Match Group
Customer response
04/11/2024
I have reviewed the business response and accept this resolution.
Initial Complaint
04/08/2024
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.
There are two charges from this site on my account. One for $30 and another for $26.50. I do not not have I ever had an account with this site. I need for them to return my money. I have already sent them an email requesting that they return my money for j don't have an account with them. I am attaching two images. One of the charges and another of the email response I got after I searched a way to reach them out via customer care.
Business response
04/08/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 8, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,
In order to search for payment information we ask that ******** provide as much of the following information

Alternate username
Alternate email address
Phone number used to verify your account
Your full name
Your billing zip code
The first six and last four digits of your credit card number
The 23 digit acquirer reference number (please inquire with the payment method provider)
Match ************* may also be contacted for assistance at *********************************************************

Sincerely,

Match Group
Customer response
04/08/2024
I am rejecting this response because: As I have mentioned before, I have no account with them. I have never made a profile with them. Nor have I ever nor will I ever. How do they want me to give them the information they requested when I don't have access to that since I DO NOT have an account with them. They should be able to put out the account information on their own since they're charging me directly.
I sent them evidence as to how even my bank knew it was fraud because the merchant is not recognized.
Has I had any previous dealings with them, I would not have gotten the fraud alert.
Initial Complaint
04/07/2024
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.
A few days ago, Hinge updated their app but suddenly my profile disappeared. I have looked on the *** store reviews and it seems this has happened to many other users. I contacted HInge support asking what happened to my profile and they are being uncooperative. I used one of my many throwaway emails that I can't remember but I used my real cell phone to register *************) on the app. I need Hinge to tell me where my profile is. If they deleted it, that's fine but I need them to confirm that they deleted all of my pictures and my data.
Business response
04/08/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 8, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Hinge.

There is no active Hinge account associated with the information provided. For additional troubleshooting assistance or questions relating to Hinge, the support team may be contacted at *****************************.

Sincerely,

Match Group
Customer response
04/08/2024
I am rejecting this response because: this is false, they can look for my account with the number associated ************
Business response
04/09/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 9, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Hinge.

As previously explained, there is no active Hinge account associated with the information provided. This may be because the account was previously deleted.
Please note that the response from a prior concern that was included represents a decision from the Match ************* team pertaining to *******'s Match account. ******************** does not moderate or provide support for Match accounts.
Thank you for your understanding.

Sincerely,

Match Group
Initial Complaint
04/07/2024
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.
I used to be a user on both ********************** and ******************** for many years but one day I woke up and saw that both my Tinder and Hinge account were banned. I reached out to both Hinge and Tinder customer support several times over many months but never received a response or any clarification regarding what I did wrong. I did not violate any community guidelines on the apps while using them and thus believe this ban to be incredibly unfair, especially given the lack of transparency and optionality to contest. I am happy to provide any information necessary to help reinstate my account. I have since realized that Hinge has added a feature for letting me appeal, but this did not exist when I was banned and I was unaware of its existence during the months I was appealing (I obviously wasnt going to notice this feature being added while I was banned). Thus, I am trying to do this process now.
Business response
04/08/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 8, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Tinder.

We have reviewed our records and can confirm that Tinder made the decision to ban this account for violations of our Terms of Use. Per the Tinder Terms of Use, Tinder may, at its sole discretion, terminate your account without a refund of any purchases if you have violated this Agreement, misused the Service or behaved in a way that Tinder regards as inappropriate or unlawful, including actions or communications that occur on or off the Service" 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 Hinge, Plenty of Fish, OkCupid, Match, Meetic, BlackPeopleMeet, LoveScout24, OurTime, Pairs, ***********, and Twoo."

Users who are eligible to submit an appeal may do so by following the instructions for Tinder's ************** ******************************************************************************************************************************

Although we are unable to provide specifics through this channel to ensure compliance with our Privacy Policy, further details of this decision will be provided via our appeal process if possible under this Policy.

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 also be subject to termination. Submitting additional appeals after receiving a response, including through this channel, will not impact our decision.

Thank you for your understanding.

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

Sincerely,

Match Group
Customer response
04/08/2024
I am rejecting this response because: My Tinder violation happened before the installation of the appeal center and therefore I never had the chance to appeal the ban. I believe this is unfair and I tried to appeal the ban around when it actually happened and Tinder support provided no useful help. Attached in this complaint is my email chain with Tinder support last year. I believe it is only fair if I get the right to appeal my original ban properly since that service has never been offered to me despite my numerous attempts.
Initial Complaint
04/07/2024
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.
I had paid for a premium 3 month subscription, had a lot of matches but was banned from Tinder without a direct reason why and then 2 minutes later was banned from hinge because of the ** ban on tinder. I want my accounts reinstated that i paid money for since i did nothing illegal or wrong. They didnt tell me what i did and said it was a ** audit on my acfount.
Business response
04/08/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 8, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Tinder.

We have reviewed our records and can confirm that Tinder made the decision to ban this account for violations of our Terms of Use and denied this appeal 4/6/24. Per the Tinder Terms of Use, Tinder may, at its sole discretion, terminate your account without a refund of any purchases if you have violated this Agreement, misused the Service or behaved in a way that Tinder regards as inappropriate or unlawful, including actions or communications that occur on or off the Service.

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

Although we are unable to provide specifics through this channel to ensure compliance with our Privacy Policy, further details of this decision will be provided via our appeal process if possible under this Policy.

This account will remain banned and any new accounts created will also be subject to termination. Submitting additional appeals after receiving a response, including through this channel, will not impact our decision.

Thank you for your understanding.

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

Sincerely,

Match Group
Customer response
04/08/2024
I am rejecting this response because: There was nothing sexual, violent, illegal on my profile. I had a short bio about me and my Instagram name since the majority of profiles i came across had the same info. How is it okay for women to have that on their profile but im not allowed to? That does not seem fair and it feels like discrimination.

Initial Complaint

04/07/2024

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.

complaint against Tinder for banning my account for no good reason, after questioning, no valid reason was given despite no violation of their terms of service or community guidelines.

Business response

04/08/2024

Match Group, LLC
PO Box 25458
******, ** 75225
April 8, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Tinder.

We have reviewed our records and can confirm that Tinder made the decision to ban this account for violations of our Terms of Use. Per the Tinder Terms of Use, Tinder may, at its sole discretion, terminate your account without a refund of any purchases if you have violated this Agreement, misused the Service or behaved in a way that Tinder regards as inappropriate or unlawful, including actions or communications that occur on or off the Service.

Users who are eligible to submit an appeal may do so by following the instructions for Tinder's ************** ******************************************************************************************************************************

Although we are unable to provide specifics through this channel to ensure compliance with our Privacy Policy, further details of this decision will be provided via our appeal process if possible under this Policy.

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 also be subject to termination. Submitting additional appeals after receiving a response, including through this channel, will not impact our decision.

Thank you for your understanding.

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

Sincerely,

Match Group

Customer response

04/08/2024

I am rejecting this response because: I have made no violations to the Terms of service or community guidelines, and have spent hundreds of dollars on features with the service. There are no grounds for a permanent ban on a service I have paid to use and have used respectfully and within the rules

Customer response

04/09/2024

Hinge banned me for no good reason, failed to give me any explanation despite acting in the bounds of the terms of service and community guidelines. I've spend money on this platform and feel like I have been wrongfully banned and this should be reversed, as I have no done anything to warrant a permanent ban.

reinstatement of account or reversal of ban

Business response

04/09/2024

Match Group, LLC
PO Box 25458
******, ** 75225
April 9, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Tinder.

As addressed in our previous response, users who are eligible to submit an appeal may do so by following the instructions for Tinder's ************** ******************************************************************************************************************************

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 also be subject to termination. We believe our responses have fully addressed this request for reinstatement and we consider this matter closed.

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

Sincerely,

Match Group

Initial Complaint
04/07/2024
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.
I did not violate any terms and was incorrectly banned after using a boost. I never got any information or reason even though I purchased a platinum membership briefly prior. The support never gives me a real response.
Business response
04/08/2024
Match Group, LLC
PO Box 25458
******, ** 75225
April 8, 2024
VIA ONLINE RESPONSE
Re: BBB Complaint

Good Morning,

Be advised that we are relaying this response on behalf of Tinder.

We have reviewed our records and can confirm that Tinder made the decision to ban this account for violations of our Terms of Use and this appeal was denied 3/15/24. Per the Tinder Terms of Use, Tinder may, at its sole discretion, terminate your account without a refund of any purchases if you have violated this Agreement, misused the Service or behaved in a way that Tinder regards as inappropriate or unlawful, including actions or communications that occur on or off the Service.

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

Although we are unable to provide specifics through this channel to ensure compliance with our Privacy Policy, further details of this decision will be provided via our appeal process if possible under this Policy.

This account will remain banned and any new accounts created will also be subject to termination. Submitting additional appeals after receiving a response, including through this channel, will not impact our decision.

Thank you for your understanding.

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

Sincerely,

Match Group
Customer response
04/08/2024
I am rejecting this response because: I did not break any rules of tinder and I wish to be unbanned. It's totally unfair what you are doing and ridiculous.

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