Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/08/2023

  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.

  Dear BBB I paid for a subscription to Tinder platinum services just under a month ago. Upon logging into my account I was told that it had been banned for violating terms of use. I explained to tinder multiple times I am a real person who hasnt violated any terms and Im a paying customer. To no response and generic emails saying they cant Assist me I am now making a formal complaint and considering legal action for the loss of monies incurred by tinders poor decision making. This is most likely an error but the support team is of no help. I request the account is restored or that I am given a full refund for a service I have paid for and not received. To be quite honest I would prefer a refund now given the poor treatment I have received from Tinder. Im curious if I am one of many cases where racial stereotyping has occurred. Either way please look into this case as its causing a lot of stress and anxiety, I have paid for something not given and have lost a social platform for which I used to connect to others in a new city which. Can be very lonely. I am very surprised how badly I have been treated and so wish to be refunded or have my account restored. Kind regards ****

  Business Response

  Date: 08/08/2023

  Match Group, LLC
  PO Box 25458
  ******, ** 75225
  August 8, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID

  
  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.
  
  Due to privacy and security concerns, we are unable to disclose additional specifics of this decision. However, we can confirm that the Tinder Terms of Use are applied universally to all users and the same action would be taken against any member based on this violation of our Terms.

  While we understand that **** may remain dissatisfied with our response, we cannot compromise the Tinder community by reinstating this account. In addition, any new accounts they create will also be subject to termination. Be advised that 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 Answer

  Date: 08/08/2023

  I am rejecting this response because:   
  

  There is no evidence for any so called violations of terms / no wrong doing was done.
  

  I have simply been robbed by tinder and its computer algorithms. 
  

  Please help , this is not fair or just. 

• Initial Complaint

  Date:08/07/2023

  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.

  Recently, I was banned from the following Match Group apps simultaneously: Match.com, OKCupid, and Tinder. At the time I was banned, my brother's ex-girlfriend sent him a letter informing him that because he ended their relationship that she had us both banned from all of the apps as well as numerous other threats against him and my family. Her name is *****************************, 32 years old, living in *****, ** (she is both on Tinder and Hinge). Possible numbers she could have used to lodge this complaint (she has used multiple #s to continue to stalk and harass my brother and our family) are ************ ******* VOIP) and ************ (real number). As a result of this my brother is currently taking legal action against ******************. I understand that Match Group cannot disclose the nature of a ban out of privacy and safety of it's members, so I implore you to please investigate this as ****************** has caused damage to my character and social life by having me banned via a false report. I have been a member on and off of the Match Group apps for years now and have always respected and treated other members with dignity and respect. I hope you will take the time to investigate this matter as ****************** has revealed her actions to my brother which have not only affected him, but have now affected me as well. I hope at the very least her profile will be reviewed by the Match Group as I'd like to prevent/safe guard other potential users from her predatory and aggressive behavior. She did mention in fact that this was not the first time she has falsified a report to your group to have other lovers banned out of spite and revenge. I appreciate you taking the time to read this and I really hope my case can be reviewed and the decision overturned

  Business Response

  Date: 08/08/2023

  Match Group, LLC
  PO Box 25458
  ******, ** 75225
  August 7, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID

  
  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 **** after we received report(s) of behavior that violates our Terms of Use. Due to the nature of the report(s) a warning was not appropriate or consistent with our policies, and **** was banned from Tinder. We believe this to be in the best interest of our member community. 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. The Tinder Privacy Policy also explains "We are part of the Match Group family of businesses. We share your information with affiliates for limited legitimate purposes as laid out below: To make all Match Group platforms safer and enable us to address (e.g., ban) bad actors found on one platform also on the others." 
  
  In order to protect the privacy of our users and maintain the integrity of the reporting process, Tinder does not disclose specifics regarding any report(s) submitted. We understand that *************** want further details, but hope they can appreciate that these policies protect all users including them.
  
  While we understand that *************** remain dissatisfied with our response, these accounts will not be reinstated. In addition, any new accounts **** creates will also be subject to termination. Be advised that submitting additional appeals after receiving a response, including through this channel, will not impact our decision.
  
  Regarding ****'s concern for false reporting, be assured that Tinder takes this issue very seriously and this report will be reviewed and actioned accordingly. 

  
  *******************************************************
  ***********************************************************
  
  Sincerely,
  
  
  Match Group

  Customer Answer

  Date: 08/08/2023

  I am rejecting this response because there has been no way to contact a person from the Match Group LLC to explain the situation.  All the responses seem pre-generated as if written by AI and there is no avenue for me to speak directly with a member of the customer service team on the phone.  While I respect the privacy laws of Match Group LLC, I believe it is unfair that I was informed by ***************************** that she sent a false report about me out of spite and revenge for her and my brother's relationship and that no investigation is being held to prove that I was fraudulently banned by someone I never had any romantic or physical contact with.  I point to my years of service with the Match Group LLC (Match.com) and no prior incidents or warnings as proof that I have respected their Terms of Service over the years.  I firmly believe that I am a victim of digital fraud and lying and am disappointed that no one at the Match Group will take this seriously.  I can provide a copy of the police report and restraining order application filed by my brother against ****************** as evidence to my claim.

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service 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 just purchased a month subscription from Tinder and I want a refund, I am not happy with the search preferences and cannot filter preferences by race (I prefer to be only with a black woman)The search platform is not very user friendly either and I'm not happy with using Tinder so I am asking for a refund and for them to delete my profile.

  Business Response

  Date: 08/07/2023

  Match Group, LLC
  PO Box 25458
  ******, ** 75225
  August 7, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  Good Morning,
  
  Be advised that we are relaying this response on behalf of Tinder.

  We are sorry to hear the Tinder service did not meet ****'s expectations. The Tinder Terms of Use explain that "Generally, all charges for purchases are nonrefundable, and there are no refunds or credits for partially used periods. We may make an exception if a refund for a subscription offering is requested within fourteen days of the transaction date, or if the laws applicable in your jurisdiction provide for refunds." In order to determine whether an exception is possible, we recommend contacting Tinder support directly at *****************************************************************

  Members may delete their account by following the instructions at **********************************************************************************************************************

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

  Sincerely,

  Match Group

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service 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 would like help with tinder making unfair bans on users without providing any information on why they were banned from the platform. I have been a paying user of the platform for months now and not to long ago I was banned without any warnings before being banned also I was never was I told why I was being banned once that happened.

  Business Response

  Date: 08/07/2023

  Match Group, LLC
  PO Box 25458
  ******, ** 75225
  August 7, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID 
  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.
  
  Due to privacy and security concerns, we are unable to disclose additional specifics of this decision. 

  
  While we understand that Adavion may remain dissatisfied with our response, we cannot compromise the Tinder community by reinstating this account. In addition, any new accounts they create will also be subject to termination. Be advised that submitting additional appeals after receiving a response, including through this channel, will not impact our decision.
  
  Thank you for your understanding.
  
  *******************************************************
  ***********************************************************
  
  Sincerely,
  
  
  Match Group

  
  

• Initial Complaint

  Date:08/07/2023

  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.

  Forced me to verify my picture and profile and paused my account, and verify my email. Once I passed verification, they are shadow banning me Im not getting matches or replied to any messages. I pay for tinder as well?!

  Business Response

  Date: 08/07/2023

  Match Group, LLC
  PO Box 25458
  ******, ** 75225
  August 7, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  Good Morning,
  
  Be advised that we are relaying this response on behalf of Tinder.
  
  We have reviewed the account registered with these credentials and confirmed it is not banned or restricted by Tinder, and is functioning normally. Please let us know if there are further concerns in connection with this matter.

  
  *******************************************************
  ***********************************************************
  
  Sincerely,
  
  
  Match Group

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service 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 a Tinder account last week (around July 29, 2023). I used my new phone number to make that account *************). My account is shadow banned. You keep shadow banning so many people's accounts to the point of absurdity. Stop shadowbanning everyone.

  Business Response

  Date: 08/07/2023

  Match Group, LLC
  PO Box 25458
  ******, ** 75225
  August 7, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  Good Morning,
  
  Be advised that we are relaying this response on behalf of Tinder.
  

  There are no banned or restricted accounts linked to the credentials provided. The last account registered with this information was self-deleted from the user side, but was functioning normally prior to its renewal from Tinder.
  
  *******************************************************
  ***********************************************************
  
  Sincerely,
  
  
  Match Group

• Initial Complaint

  Date:08/07/2023

  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.

  My account was recently banned from Tinder, according to them for breaking community guidelines. I explained with direct reasoning and proof to tinder about why I believe this happened and why it was unfair to me. However, I explained this purely out of speculation because I was not given any reasoning or proof of why the ban occurred. After the initial appeal, they kept insisting that I was using the wrong email and said they had no way to assist me at this time. I sent multiple screenshots of previous emails with tinder proving that I am the owner of said banned account based on previous emails I had with tinder. Because my account is now banned, I cant access my account to give them the proof they may want and they seem to not have the capabilities or the desire to help me with my issue. I have proof the ban was unnecessary and showed them this but was ignored. Furthermore, they also banned my Hinge account even though whatever incident Tinder believes occurred was not related to my Hinge account whatsoever. At a minimum, I believe I deserve to have my hinge account restored as it is unrelated to the tinder ban. Once again, I was not provided with a reason to why I was banned by tinder. I sent my possible speculations as to why I was banned, but I was ignored and told they were unable to assist me after multiple attempts to reach out. I have attached screenshots of conversation with tinder support about my personal profile email and their responses as well as a request to lift my hinge ban.

  Business Response

  Date: 08/07/2023

  Match Group, LLC
  PO Box 25458
  ******, ** 75225
  August 7, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID

  
  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 ****** after we received report(s) of behavior that violates our Terms of Use. Due to the nature of the report(s) a warning was not appropriate or consistent with our policies, and ****** was banned from Tinder. We believe this to be in the best interest of our member community. 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. 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." ********** ******'s ***** account was also terminated.
  
  In order to protect the privacy of our users and maintain the integrity of the reporting process, Tinder does not disclose specifics regarding any report(s) submitted. We understand that ****** may want further details, but hope they can appreciate that these policies protect all users including them. While we are unable to share details regarding user reports to protect the privacy and safety of all users, we can confirm that there is no evidence that the report(s) were motivated by retaliation, hate, discrimination, or other malicious intent. We can also confirm this same action would be taken against any user based on the reported concern(s)
  
  While we understand that ****** may remain dissatisfied with our response, this account will not be reinstated. In addition, any new accounts ****** creates will also be subject to termination. Be advised that submitting additional appeals after receiving a response, including through this channel, will not impact our decision.
  
  Thank you for your understanding.
  
  *******************************************************
  ***********************************************************
  
  Sincerely,
  
  
  Match Group

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service 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've been banned by Hinge and Tinder for seemingly no reason. I would understand if I had been engaging in rude/offensive behavior but I've done absolutely nothing of the sort. My public profile did not contain any offensive text or photographs and I have never said anything that would make any of my matches uncomfortable/unsafe. I had paid to use premium services on Tinder and now I'm unable to use those services. While that does not give me the right to act however I want on their platform I do believe I've been a safe user who has been punished/banned for either unjust reasons or reasons that were made wrongfully unclear. Anyone in my position should be given some sort of opportunity to be made aware of their "misconduct" and take corrective measures or be provided the reason for their ban. This is absolutely unacceptable with how important online dating has become in our community and as someone who would like to continue as a user of these services I believe I'm owed an explanation for my accounts ban and an opportunity to correct any sort of "misconduct" they feel I've committed.

  Business Response

  Date: 08/07/2023

  Match Group
  PO Box 25458
  ******, ** 75225
  August 7, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID

  
  Good Morning,
  
  We have reviewed our records and can confirm that Hinge made the decision to ban ******* after we received report(s) of behavior that violates our Terms of Use. Due to the nature of the report(s) a warning was not appropriate or consistent with our policies, and ******* was banned from Hinge. We believe this to be in the best interest of our member community. Per the Hinge 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. Further, Hinge "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, ***********, and Twoo." Therefore, *******'s Tinder account was also terminated.
  
  In order to protect the privacy of our users and maintain the integrity of the reporting process, Hinge does not disclose specifics regarding any report(s)submitted. We understand that ********************* want further details, but hope they can appreciate that these policies protect all users including them. While we are unable to share details regarding user reports to protect the privacy and safety of all users, we can confirm that there is no evidence that the report(s) were motivated by retaliation, hate, discrimination, or other malicious intent.
  
  While we understand that ********************* remain dissatisfied with our response, we cannot compromise the *************** by reinstating these accounts. In addition, any new accounts ******* creates will also be subject to termination. Be advised that submitting additional appeals after receiving a response, including through this channel, will not impact our decision.
  
  Thank you for your understanding.
  
  ***********************
  *************************
  ****************************************************************************************************
  
  
  Sincerely,
  
  Match Group

• Initial Complaint

  Date:08/07/2023

  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 there. My name is *****************************. I have banned for online dating app tinder for no reason. I sent a few emails requesting proof of violation since, I did nothing wrong and no one got back to me. There is no phone number to talk to an actual person as well. Its unfair to just ban someone without any reason and not answer my emails regarding this issue. Im asking to please restore my account **************************** ************ And to remove the ban please. Thank you,*****************************.

  Business Response

  Date: 08/09/2023

  Match Group, LLC
  PO Box 25458
  ******, ** 75225
  August 8, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID 
  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.
  
  Due to privacy and security concerns, we are unable to disclose additional specifics of this decision. 

  While we understand that ****** may remain dissatisfied with our response, we cannot compromise the Tinder community by reinstating this account. In addition, any new accounts they create will also be subject to termination. Be advised that 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 Answer

  Date: 08/11/2023

  I am rejecting this response because:   
  i did nothing to violate tinder policy to get banned for life when online dating its the only way for me to meet new people. 
  I created an account and was in the process of verifying my profile pics when I got banned. Im asking to reinstated my account. Thank you. ****************************** 
  ****************************

• Initial Complaint

  Date:08/07/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 accounts at Hinge and Tinder have been banned. Perhaps it is due to the fact that I delete my profiles rather than pause them when I take a break from the apps. If this is the case, I feel that a ban is an inappropriate consequence. I certainly have never said anything inappropriate, or shared any inappropriate photos on these apps. I suspect I was flagged by a woman who was upset that I didn't want to continue seeing her, but this is speculative. I would like and explanation for why my account was banned because I don't feel that there has been any due process.My information as it appeared on my account:********************* *************************** ************

  Business Response

  Date: 08/07/2023

  Match Group, LLC
  PO Box 25458
  ******, ** 75225
  August 7, 2023
  VIA ONLINE RESPONSE
  Re: Complaint ID
  Good Morning,
  
  Be advised that we are relaying this response on behalf of Tinder.
  
  There are no banned Tinder accounts registered with the credentials provided. The last Tinder account created with this information was self-deleted.

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

  Customer Answer

  Date: 08/08/2023

  After I filed my complaint with BBB, I received an email from Hinge that they would "review the evidence" concerning my banned account, and the next day, they reinstated my account. I appealed this same ban in December 2022, and ***** said the WOULD NOT reinstate my account, after reviewing the "evidence". I don't understand why they denied my appeal in December, and now they are reinstating my account if the "evidence" has not changed. Seems bogus, although I am glad to be able to use the app again.