Complaint / review text:
I activated an account on January 30th, 2012 for a 3-month subscription of $59.97. At the time of activating the account, I agreed to an automatic renewal policy and in order to prevent the renewal, I would need to cancel the account. The account was set to renew on March 30th, 2012 for an additional $59.97, so I used the online "Cancel Subscription" feature to cancel my account and avoid the additional billing. I also changed my profile settings to make my profile "Hidden" to not allow other users to find my account. I received an email from another match.com user on July 27th, 2012, which prompted me to question how a user could contact me if my account was cancelled and hidden. I logged into the website and found that my account was still active and visible.
Upon further research, I found that on May 5th, 2012 my credit card was billed a renewal fee of $59.97. The billing was processed after the online cancellation and was not on scheduled with my account terms (three months beginning on January 30th). I spoke with Jenna using the match.com Customer Service online chat service and was informed that because I had successfully received emails to my account, I did not qualify for a refund. I asked for the date of the renewal billing notification email that was sent to my account and was informed that match.com does not send billing notification emails. Jenna processed a cancellation to my account. I then contacted Elaina at the match.com Customer Service call center and requested to have my credit card information removed from their database, to prevent any future billings and to protect my personal information, and requested to have my email address put on their Do Not Contact list.
I was informed that I would continue to receive some advertisement emails and that they did not have a Do Not Contact email list. This is not in compliance with the CAN-SPAM act. The Council for Electronic Billing and Payments recommends that a notification prior to the billing and a confirmation of the billing after it has been processed as a business best practice, which match.com is not following. The online cancellation process did not work online and was deceptive to the consumer that it was successful and would stop any future billing. I requested a refund to my account, to have my information removed from their database and to be removed from any future email communication. I am taking action by filing a charge back with my bank and a complaint with the BBB as my attempts to resolve the issue with match.com were unsuccessful.