eHarmony
Reviews and Complaints

My 84 year old mum joined eharmony this afternoon and realised she had to pay a subscription for 2 years!

She rang to cancel and was informed she will be charged £65.00!

This has caused her great distress, this cannot be lawful surely... I would call it stealing her money.

Every company by law should have a cooling off period that normally means you get a full refund.

It was not clear from the transaction that I would be signing up to a 2 year contract. And it also didn't give me the opportunity to check the amount before committing to the payment. I thought I was signing up to a monthly subscription not 2 years! I contacted seller who refunded majority of money under 14 day cancellation period but they want to retain £65 for a report I didn't request. They then tried to get me to sign up to another 2 year contract stating that's how I would get the £65 back. When I contacted them again for clarification it was confirmed I would be entering into a 2 year contract.

A few months ago I decided to check out eharmony. I had been with them before and cancelled as there were no matches in my area. I wanted to see if things had changed. Within minutes it was clear things were no different. I immediately called to cancel, but there was no phone service available. I was instructed to contact them via email which I did right away. What I found odd was that I went to remove my credit card off of the site, not only did it say that I had signed up for a year, which I did not, but my card number was greyed out and couldn't be removed. When I finally heard back from eharmony, I was told that I owed over $500 for a service I couldn't use. When I realized I was being scammed by eharmony I contacted my credit card company immediately to cancel the monthly charge. I also sent eharmony an email explaining what happened and there was nothing they would do. I now get monthly requests for payment. I've told them not to contact me any further, but they keep on harassing me.

If you want to try this site out, even though they say it's a free trial there's no way to see anything without agreeing to pay. I thought I'd like it, no problem I'll pay $30 a month. Now they are Locking me in to pay $300 for 6 months of service that I requested to cancel 24 hours later because of multiple reasons. Bottom line is I didn't like it and don't want it and shouldn't have to pay for it.
After I notified them I was unhappy I got a response stating that I would not be eligible for cancellation/refund. After requesting a review they said they would still be charging me. I could give it away to someone if I wanted to. 😂 and they will give me free months. I don't want it, so that's stupid

I made this subscription October/2020 and within 2 weeks cancelled my subscription. They said I had to finish out my membership of 3 payments. I have now been billed a 4th for Jan/2021 and have emailed them several times with no response and never a confirmation email sent. My account is under larry.[protected]@data-inn.com.

My first and only contact with them in Oct/20 I was advised to move my subscription to cancel and I would be billed 3 times 91.67 for mu subscription which they have for Oct/2020, Nov/2020, and Dec/2020. But I have now been billed for Jan/2021 91.67. I went back into my account and there is not a way to still cancel/change. I have tried the email contact with no response, see attached screen shots.

I knew right away this service was a scam and it is most unfortunate they are allowed to operate as such. Especially with the way they handle their account functions and resolution.

Within 4 days of signing up for eharmony I realised most of the 'users' had not in fact been online for over a month. I decided to use my right to cancel within the 1st 14 days (I cancelled within 4). I had payed for 6 months (£150), they wanted to refund me half, stating that I had accessed their personality profile. At no point during my 4 days was I made aware of a charge for accessing this (and despite the fact it was part of the fee anyway). Regardless, the only information about anything was clause 11.3 "However, please note that if you have started to use the Premium Membership within the 14 day cancellation period, we will be entitled to retain from the refunded payment a reasonable amount (value compensation) to account for that portion of the Premium Membership that you have already received." How they come up with the value of £65 is anybody's guess, I certainly don't call almost 50% of my fee "reasonable". Contracts need to be transparent by law, that was far from.

Re: incident No: [protected] / Profile ID: EHM7FVP2

I subscribed to eharmony 31.10.20 - 20:20 and by 20:57 i sent an mail to them to cancel. However, it was not in time to stop the first payment £26.90 which was taken via Paypal but I stop further payment. Now they are claiming that I used the website during the 14 day period, which I did not an that I have to pay £38 owed to them.

There is also a suggestion that I am bound to the 12 month subscription period, which I simply want clarified is closed.

I have emailed with all the relevant email evidencing when I subscribed and when I cancelled, however, I am being threatened with legal action.

I find the customer service appalling and far from professional, but more a scheme to tie individuals into their membership.

I have tried trying to find a telephone number for eHarmony with no joy and I despite my emails the responses from eharmony would seem to be to ignore what I am raising.

Judith Bennett

On 9/7/2020 I signed up for the special subscription of $14.99 it was so low that, I said two month. I checked my checking account it was $336.38 with renewing in another month. I e-mail within the hour, I was unable to find a phone number to call. I sent several e-mails. I canceled my subscription and contact my bank. They sent a notice to my bank saying that I used the services, no way I could have within one hour.

Dear Sir/Madam

I am afraid I have already discussed this with yourselves. I explained that I signed up with a view to cancelling after 14 days with no further charge just as it said on your app.

It seems I inadvertently clicked a button which waived the right to cancel which I was unaware of. Please note, I accessed the account for 20 minutes when I first signed up, then when I realised my error logged out of my account immediately and have not accessed the site since. Nor have I seen or had access to the report you claim to have produced for me, which is obviously computer generated and takes 2 seconds to create.

I am afraid I am not paying a further £52 for a site that I was on for 20 minutes which I spent most of the time trying to cancel my payment. You can clearly see by looking at my account, no messages have been sent or read and that I have not accessed the account since then.

I would kindly ask you to completely delete my account and remove any payment details from your records.

I have copied in your Chief Executive as I am sure he would agree, from a Customer Services point of view of such a large international company, chasing me for a payment for a service which I have not used is hardly showing goodwill. I think you need to make the payment terms much clearer on your apps and website too, as one click of a button can sign you up for a whole year of payments without even realising.

I look forward to hearing from you with your comments and hopefully understanding.

Regards Jo Holland

After intially registering on the eharmony website with my email and password, I was presented with a personality assement to form as part of setting up my profile as a basic member to begin with, shortly after I received a confirmation email. A few days later I began looking into paying for a premuim membership so I could access more features and see what it was like. I decided on the 6 month premuim light plan charged at £12.99 per month. I then realised I had selected a one time only payment to the full amount of £77 and this was a mistake as I wanted to pay monthly installments instead. When first logging on, I realised the matches they were showing me were all women and I am indeed a women looking for a man to match with. Later that evening, I decided that I had changed my mind and wanted to cancel my membership and get a full refund, after having read in the terms that you can cancel within the 14 day 'cooling off period'. It seems they have charged me for cancelling within the 14 days of membership starting and witholding money for the personality report of £65. I sent an email to eharmony customer services I recieved an email response the next day and was told me that they could only offer me a 'value compensation' as they had offered the personality report at a rate of £65 instead of £103, was was not made clear at the start of registration. They offered to only reimburse me for the amount of £19.90 to my bank account within 7 days, which I am dissatisfied with as I do not feel this is fair, seeing as I haven't been able to use or review my matches. I also feel that it's not fair to withhold money for the personality report as this was offered and completed before I even selected a payment plan. I have not had any luck with contacting them directly by email and feel it is alot of money to lose for something I am not going to use and I am very unhappy with the service and experience so far. I hope you can look into this for me and help me to resolve this issue and get a fair refund.

Many thanks

Tara Rose

I signed up for eharmony about a month ago. I have not received any adequate matches, at all. I have not requested a refund and I don't want one. I just want out the contract and not to be charged any further installments, period. They will not allow me to cancel and state they have the right to take the future installments. However I have given them adequate and sufficient notice that I do not want to use their service any longer. I would ask that they cancel my contract as requested and take no further installments from my account. I will agree never to use their service again!

Jazmin Caldwell

I have tried to request for an deactivation for my subscription and service due of a dissatisfaction of their service.
But they tell me that I have signed up for 115 dollars with their discount was 50% but that wasn't really true because I have signed up for the 7.99 and with the sale price was 3.99 dollars.

I have requested I want to be deactivation plus an refund back but instead they went ahead and charge my bank account for 23 dollars.

I only wish for somebody can listen and hear me out of this and I have also told them that I don't have any job to continue paying them due of my situation I am only receiving a disability income.

Somehow it seem like they don't have any heart of mercy all they think about is for themselves.

But I only wish somebody will sincerely will hear and listen to me and I will not going to recommend this eharmony to anybody at all.

Thank you.

Respectfully,

Azalia Velada

Dear Sir/Madam,
Complaint Incident: [protected]
I joined E-Harmony on Sunday 24th May 2020 for a six-month period. I followed the site's instructions on setting up my profile and I did everything listed on the joining instructions for me to meet a potential match.
It's been four months and I have only had approximately 4 matches. It is very disappointing having received 4 potential interests in my profile, after all of the effort and consideration of putting my profile together is very disheartening and quite frankly a waste of time.
I have tried numerous times to get a refund and to just cancel my subscription as the subscription has quite clearly failed to be fit for purpose and the service has failed to provide a service of which I am subscribed.
Again, I am sending you this letter to cancel my subscription and I would like to request a full refund. Please refer my letter to the appropriate Manager or the appropriate level of authority to get this processed. I am also sending a letter to the United States Complaint Board who have assured me they will look into this matter further.
I expect a full refund within two weeks, please refund the account that the direct debit has been debited from.
With regards,
Miss Marriott

I signed up for eharmony on April 5, 2020. My card was billed for the six month membership on April 9th. Then, it was billed again on May 11th. then, another card, that I apparently used back in 2007, was also billed! That is three billings for one subscription.

I called my credit card company to dispute two of the charges and contacted eharmony. Eharmony credited back two of the charges and then canceled my membership!

Email exchanges between have been fruitless. They insist I was not charged a third time.

Here are the email exchanges, minus the screen shots of my credit card statements:

_
Your message to eharmony [Incident: 200807-002006]2
Yahoo/Inbox

eharmony Customer Care
To:[protected]@.com
Mon, Aug 10 at 5:40 PM
Image
Dear William,

Thank you for your email.

Please be informed, you were charge only two times and we have processed a full refund in the amount $179.70. Rest assured, that the third charge was not processed and you didn't incur any charge for that. Please allow 7 business days for the amount to appear in the original payment method. Thank you for your understanding.

Sincerely,
Kathleen S.
eharmony Customer Care

© 2000-2020 eHarmony, Inc. Terms and Conditions of Service
[ — 001:000392:39840 — ]

William
To:eharmony Customer Care
Mon, Aug 10 at 6:02 PM
I was charged three times on two different cards! One ending in 3014 and the other ending in 0054. The one ending in 0054 is probably the one I used back in 2007. Here are the screen shots; as you can see, each of the accounts have been credited $89.85. One payment of 89.85 has not been credited, and my account should not have been closed:

One credit; August 8.
Inline image

One charge, June 14.
Inline image

One credit; August 8.
Inline image

Two charges; May 11 and April 9
Inline image
_
Your message to eharmony [Incident: 200807-002006]3
Yahoo/Inbox

eharmony Customer Care
To:[protected]@.com
Mon, Aug 10 at 5:15 PM
Image
Dear William,

Thank you for your email.

I understand your concern regarding your refund and I will certainly assist you.

I would like to inform you that when you subscribe on eharmony, the amount is first shown as Authorized and you will be able to use the service as a premium member immediately. After a 5-day hold, the amount is captured and eharmony receives the funds for the payment authorized.

Since you requested a refund after the 5-day hold, which means eharmony already receives the fund. We have processed a refund for you. As, we have processed a refund for you on 8/9/2020 (MM/DD/YYYY) it will take 7 business days to be removed from eharmony back to your financial institution then your financial institution will transfer the fund to your bank account.

After 7 business days you will find your bank amount increasing not immediately after the refund has been process on our end. Thank you for your understanding.

Sincerely,
Kathleen S.
eharmony Customer Care

© 2000-2020 eHarmony, Inc. Terms and Conditions of Service
[ — 001:000860:23658 — ]

William
To:eharmony Customer Care
Mon, Aug 10 at 5:28 PM
There is no understanding, here. I did not request a refund for my initial membership subscription; I requested a refund for the double and triple charges.

I was charged THREE times for ONE six month subscription. That subscription was to run from April 5th until October 5th. Now, my subscription has been canceled and as of this moment, has not been restored! I WANT MY SUBSCRIPTION RESTORED!

I also want an explanation. How is it that I was charged two time, April 9th and May 11th, on the card that I subscribed with; and then again, a third time, June 14th, on a completely different card?

I'm ready to pursue fraud charges.

On Monday, August 10, 2020, 5:15:01 PM EDT, eharmony Customer Care wrote:

_
Dear William,

Thank you for your email.

I understand you concern regarding your refund request and I will certainly provide you with some clarification.

I have reviewed your account and can confirm that a refund has already been processed in the amount of $179.70. For more information you may contact your financial institution.

Should you have any further queries regarding this matter, please do not hesitate to contact us.

Sincerely,
Nikki P.
eharmony Customer Care

© 2000-2020 eHarmony, Inc. Terms and Conditions of Service
[ — 001:000445:45762 — ]
William
To:eharmony Customer Care
Sun, Aug 9 at 7:55 PM
Ok, that addresses the refund, but it does not address the fact that my membership, which should run until October, has been canceled. Nor does it explain why two different cards were charged or which cards have been credited. Each card should be credited $89.85.

William
To:eharmony Customer Care
Mon, Aug 10 at 11:55 AM

When is my memberdhip going to be restored?
_
End of emails.

I called them at 424-258-1199 and was on hold for 30 minutes. No one answered.

Profile Number is EH6V7M92

Thanks!

This company is awful! They continued to charge me for services I couldn't access for months. No one rep takes ownership of issues reported within a ticket, nor tries to understand the history of the issues which results in explaining the same issues over and over again via email. Dealing with this company has been one of the most frustrating experiences I have ever had with any company. I cancelled my service without being able to use it to avoid any more frustration. This company should refund my money for services I wasn't able to use.

I have many concerns about my current and previous experience with eharmony. Below are a list of my current issues.

1). I can't log into my account using my email address
2). When I tried to use the help menu to contact customer support, I was redirected back to the log in page which I can't get into.
5) When I found a website to submit a question and entered my email address, received error message that I have an account with that email address, so I need to log in, which I can not.
6) When I request reset password using my valid email address, I receive an error message saying my email address is not valid.
7) Tried to send email through option (Chat without login) and received an error message that says my email address is not valid.
3). I paid for annual membership in April and was just recharged in May.
4). I would like a call back instead of an email. This is the worst customer experience ever. Please cancel my membership, refund my money and would like a call back with a confirmation of cancellation
Thank you!

Subscription and cancellation... Misleading avertisement!
I signed up for a eharmony. I selected the special option which was 3 months for $14.99 with the option of cancelling at any time. I paid via paypal and immediatley cancelled. They billed me for the full year. This is misleading and false advertisting.

The next day I requested to cancel my subscription and wanted a full refund. There is a 3 day cancellation policy. They have not responded to that, and will not refund my money.

In another select on the cancellation policy it stated that the 3 day cancellation is only for certain states. This was not stated in the section where it discussed the cancellation. It was in another section, and this was stated before the 3 day cancellation. This is misleading.

I want a refund on my money and I want my account permanently deleted.

I signed up for a eHarmony. I selected the special option which was 3 months for $14.99 with the option of cancelling at any time. I paid via PayPal. When I got the billing on May 11th, 2020 late that night, the bill was for $314.14. They billed me for the full year. This is misleading and false advertisting.

The next day I requested to cancel my subscription and wanted a full refund. There is a 3 day cancellation policy. I also sent them a message that I signed up for 3 months at $14.00 and not a year's worth. They have not responded to that, and will not refund my money.

In another select on the cancellation policy it stated that the 3 day cancellation is only for certain states. This was not stated in the section where it discussed the cancellation. It was in another section, and this was stated before the 3 day cancellation. This is misleading.

I want a refund on my money and I want my account permanently deleted.

Incident # is Incident: [protected]

Please recover my account or refund me the payment

I have not been getting reasonable number of matches within my geographic area. After a considerable amount of time with very low activities and lack of qualified matches I contacted their customer support online it all I got were canned responses. I live in the larges city on the globe, I am fairly attractive and eligible. "Many" of males profiles matched with me do not even have photos, many live very far away, they are very poor matches in terms of educational, geographical, and other aspects. There should at least be one or two good match a week and there should be more me. at least viewing my accounts on a daily basis. I like to know how many white, Christian male with college or advance degrees between the ages of 55-65 within 50 miles of Los Angeles. eharmony's canned response is telling me to broaden my search in order to increase my matches. Wither they don't have enough members for matching or there is a technical glitch with my account but they are not willing to really look into either.