I wrote a while back about the merriment of online dating.
Believe it or not, I’m an advocate of these web sites, because they’re the most efficient way to meet a lot of new people (albeit sometimes crazy people).
But these sites do massive business, and the best you can hope for is completely inadequate customer service if you ever need assistance on a technical issue.
One of these sites makes it virtually impossible to subscribe for less than six months. It’s easy to forget your account is set up to auto renew after that time because you’re totally distracted by the dozens of “New Match Received!” and “New Communication Received!” that show up in your email box daily. Plus, you become blinded by the possibility of meeting the love of your life because you completed a series of 491 compatibility-revealing questions and how can you explain that kind of investment if it doesn’t result in something?
I’m pretty good about making sure my account is not set to auto-renew after the initial period, just in case I change my mind. But sometimes, by the time you realize they billed your credit card again, it’s too late to do anything about it. Sure, you might naively click that button on their web site labeled “CONTACT US” to try to resolve the issue. However, you will find that the button does not actually link to a live person but to some kind of automated service representative. Or at least they come across that way. They’re named something like Angelina S. or Jeff H., and are clearly not allowed to use anything other than templated responses when they respond to your email.
As an example:
Email # 1, from Customer to Said Dating Site:
I purchased a six-month membership last fall. I did not have it set up to auto-renew, and I confirmed this when I just checked the account (it says, “Not set to auto renew”). I have not been on the site for months and when I met someone another way, I cancelled my account. But you charged me anyway. Please refund me this $29.95 and make sure my account is officially closed.
Pretty simple, right?
Email #2, from Said Dating Site to Customer:
Thank you for contacting Customer Care. We congratulate you for finding that special someone and wish you all the best. Please note that subscriptions are set to automatically renew. This is to ensure continuous communication and to provide you with our discounted renewal rates. While reviewing your account, I noticed that you haven’t turned the auto-renew feature off. This is the main reason why your subscription has been renewed.
Unfortunately, you are not eligible for a refund. However, we would love to help you make the most of your experience. Feel free to call Customer Care should you need any assistance. Our Phone Representatives are available to take your call from 4 a.m. to 12 a.m., 7 days a week.
We look forward to helping you find the love of your life.
Hmmm. I already told them that I had met someone, and they acknowledged this. Why would I need help finding the love of my life? And why do my account settings say I am not set up to auto renew if they are saying I am?
Email # 3, from Customer to Said Dating Site:
I just looked at my account and it says under billing info “Will not auto renew”—why does it say that if you say it was set to auto renew? I know how auto renew works and my point is that my account was NOT set to auto renew and yet you charged me anyway. Please CANCEL this account. I am not interested in calling to resolve this issue.
Email #4, from Said Dating Site to Customer:
I sincerely apologize for the previous misunderstanding and I would be happy to provide you with some clarification in regards to your subscription. Please be informed that all refund requests are dealt over the phone. As such, you will have to call us to get assistance. Our Customer Care Representatives are available from 4 a.m. to 12 a.m. 7 days a week.
