eHarmony Blog is on your side. If you have a complaint with eHarmony and you have trouble getting through customer service, let us know. Don’t forget to give your eHarmony account email address and don’t forget to give us permission to chase eHarmony on your behalf.
Here is last month’s supply of consumer complaints against eHarmony posted on the leading gripe website ConsumerAffairs.com, plus our comments. Some of this month’s complaints are valid and justified, thus highlighted, while the rest are “buyer beware — read the fine print” or may be resolved with a call to customer service.
No, we are not eHarmony, we just like to help out or comment. If you have an opinion as well, post them at the end of the article.
#1 Darin of Louisville, KY May 28, 2010
I put up a trial profile to test the water and found little use in the site. After closing my account I continued to receive email from them. There is no way to unsubscribe from their emails if you have no account and their site doesn’t provide that option either. So, I sent a complaint through their site (which is merely a “Question” form). Within 24 hours of my complaint I received 5 emails from them: 3 marketing related, one acknowledging my form submission, and the final one a survey on satisfaction. I’ve filed an FTC complaint as well. They are in violation of Can-Spam federal legislation.
Darin, your experience isn’t unusual but annoying nonetheless. There’s a delay in their email system in creating a message and sending it. So it is typical that you still receive their inane emails within 24 hours of closing your account. I trust that one of the 3 last emails is a response and a confirmation that your account is closed.
#2 frederick of yuba city, CA May 28, 2010
i subscribed to 6 mos of service and cannot get eharmony to appear and i can’t even sign on as a subscriber.
Hi frederick, the eHarmony site was down for 1 1/2 days last May 25-26. I trust that you can use the service now. If not, you should call customer service.
#3 syble of Wilsonville, OR May 27, 2010
on 05/21/10 I signed into eharmony capitable partners to close my account. I was unable to access any of my account information that would end my supscription and stop money from being charged to my credit card. when i tried to access it They want me to complete their on line id check which ask question. I felt these questions were an attempt get credit information, and had nothing to do with closing my account.
So being unable to closing my account on line. I sent them 2 emails telling them that I was unable to close my account on line with them and that I wanted the account close, that they were not to auto renew. after recieving no response to my first email i checked my spam box on my email and found not a response to my email but a survey asking me to respond. I replied telling them a second time to close my account and not auto renew. After receiving no response I called their customer care center.
When I reached them I spoke to Rob. I told him to end my account, and not auto renew. he told me he couldn’t do that i had to wait until my current subscription ended and then go on line to cancel. I told rob that i wanted my account ended “now” while we were on the phone that if I had to lose the amount of the three months I already agreed to that was fine but I wanted my account stopped. rob said he couldn’t do that and restated what he first said. i ask rob to speak to some one who could, and he said that he was the supervisor.
i aske rob to speak to his corp. president and rob attempted to give me the phone number i had dailed to reach him. I asked him for a more direct number and a street address so that i could pay to have my lawyer fly to their corp office and sue them. rob told me because i sounded upset he would not do that for safety reasons. i reminded rob that they were a business so my lawyer will have no problem getting their address. I told rob that for the last time i wanted my account closed, rod told me he could only close the account by computer and that he would have to get off the phone to do this.
i told rob that i was sure the could close my account with me on th phone that i was sure the computer he’s using to access my infomation from and seeing how he is the supervisor. after a couple of seconds rob said that he had closed my account,and that would send me a conformatin number. rob never sent the confirmation number but i did receive a survey acknowledgement number. i called my credit card company told them my story and. they closed the card, moved my outstanding balance to a new card. my card company
Syble, believe it or not, your story is typical of their “retention flow”. This is how they give their quitting subscribers a hard time. Rob’s job performance rating depends on how many quitting customers he can convince to stay.
#4 Marianne of Athens, GA May 27, 2010
This is the third day I have been unable to access eharmony.com. I called this morning and talked with a representative who, only after I asked for a time frame, said they “hope” to have users back on the site by the end of today. Also, it was only after I asked for an extension of my membership, to compensate for the days I have been unable to visit the site, that I was granted one.
Needless to say, I’m terribly unimpressed by eharmony’s slow response to solving this serious technical problem. After all, when users are unable to communicate with their matches, they are getting absolutely nothing for their money. One bright spot, if there is one, is that eharmony is not in charge of capping the oil leak in the Gulf of Mexico
.
As for auto-renewal, in the past there was an option under “your account” to cancel your subscription. As a returning subscriber, I noted that this option no longer is available. I asked the representative about this, and she said the option now is supposed to appear only after you are charged for your final month of membership. I told her this setup is not beneficial to their customers and to please pass along my feedback to decision-makers.
Congrats for getting your membership extension, Marianne. The site is back to its usual self now. Good luck with your matches!
#5 phyllis of boca raton, FL May 27, 2010
I chose a one year plan because the cost would be better. To date I have not had one response and would like my money refunded. You cannot pick your matches only they can. No one responds. I want a refund. It has only been a few months but they collected the entire amount which was almost 300.00.
Phyllis, above all things your age, gender and geography ultimately determine how many matches you’ll ever get. I’m very sorry that you paid so much for something without finding out whether it fit you or not.
This is our #1 reason why not to buy a one year subscription.
#6 marlyn of rogersville, MO May 27, 2010
For several days I cannot get on the site. Last several times I did, I am getting no new matches. I am paying for this site. I feel like they are not giving me the service I have paid a lot for their service.
Hi marlyn, the eHarmony site was down for 1 1/2 days last May 25-26. I trust that you can get on the site now.
We have two articles on getting more matches:
#7 Colin of Gretna, LA May 27, 2010
There is no clear indication on the eHarmony web site that they automatically re-bill without even asking. I was told i had been re-billed 3 days before my first 3 months expired. You will not find a telephone number to call so stopping payment is not easy. basically they want to bill you every 3 months for ever more. the whole thing is a waste of time and money – forget it.
Colin, ‘automatic renewal within 24 hours” is mentioned no less than three times during the payment process. It’s incredible that you missed it.
However, if you have proof that you were billed 3 days before your anniversary date, then you can request compensation. Call them and ask for a supervisor.
#8 howard of st. James, FL May 27, 2010
pictures are blocked by advertisements SITE IS CONFUSING AND JUMPS AROUND, i never know what is coming next, I am always having to log in again and again. You need a critical path, Make pictures easier to upload. You need to stop blocking comunication this is the 21st. century. women can E-mail men first. Your site needs a overhaul
Howard, I don’t understand what you mean by they are blocking communications, but yes I agree that they need a critical path and an overhaul.
#9 Michelle of Las Vegas, NV May 25, 2010
The automatic renewal for eHarmony is well hidden policy that is used to recharge your account for the time that you initially subscribed. 1-800-951-2023 is their very hard to find number. Call them and fight for your money back! All of it. Do not settle for a lowered subscription time. I had a 3 month (unsuccessful) subscription and was automatically charged for another 3. Hope this helps! You may not find love via eHarmony, but you can get your money back for their money grubbing policy.
Thanks, Michelle. Readers, read also our article How to get a refund from eHarmony.
#10 Marilyn of Surf City, NJ May 25, 2010
I have not been able to access eharmony for over a month, never had communication with one man, and now they are trying to sign me up again for another 6 months! Fortunately I originally paid through PayPal and had called them a couple of weeks ago to stop any further payments to eharmony. I hope someone is investigating this scam outfit. What a rip-off!
Well said, Marilyn.
#11 Rose of Glendora, CA May 21, 2010
I signed up for eharmany dating service and went through all the questions. I did receive emails of matches they found for me. I always had to initiate the communication. I never once received communication. I am a fairly attractive person, but never received the first communication. I was signed up for 3 months when that was over, they automatically signed me up for another three months. I was very upset and communicated with them by email. I was not aware that they would automatically renew. I went to their site and found where I had to unsubscribe and did so. Hopefully that will do it. Now I cannot get on the web site for over a week. I am so fed up with this web site and think it is a rip off!
Rose, the autorenewal is mentioned no less than three times during the payment process. It’s incredible that you missed it.
Second, it isn’t eHarmony’s fault that no man wants to talk to you, no matter how attractive you think you are. What do you want it to do? Hold them at gunpoint?
#12 John of Dallas, TX May 19, 2010
Oh my! I cancelled my subscription on May 18th and logged in to eHarmony to make sure of the date on which my subscription was to cancel. When I did, I turned off the matching options so that people would not be inquiring about me when I would have no opportunity to respond. When I turned off the matching, the system automatically checked the box “renew your subscription” without notifying me. The result was that when I pressed enter to change my matching settings, I was duped into auto renewing my subscription …. 97.00 !!!! I didn’t know it auto renewed, theye didn’t tell me.
When I checked my checking account, and saw the 97.00 debit, I called eHarmony and was told by recording, “we are experiencing very high call volume, please call back”. I held for several minutes before speaking to “Lillian”.
Lillian immediately went into a sales pitch to renew my account, I said I was not interested and she persisted, I said I was not interested again and she continued. I interrupted her and told her I just want a refund for the 97.00 to which she responded, “if you wouldn’t have interrupted me, I would have told you that it was not refundable”. I asked to speak with her supervisor and was told that she could offer a reduced refund. I again told her I wanted to speak with her manager, she asked me to hold and then came back online and told me “as a one time courtesy”, they would refund the 97.00 but it would take 7-10 business days.
I got a confirmation number and asked for her name, she said “Lillian”. I asked if she had an employee i.d. or other form of identification so that if there was a problem, I could tell whoever was helping me then who I talked to. he said, “No, I don’t have an employee i.d. number.” I asked for her last name and she said she didn’t give out personal information. I asked how do I know who I am talking to then? She said, “I am the only Lillian at eHarmony”. I asked to speak to her manager again and was put on hold. I help for more than an hour before giving up. Well … “as a one time courtesy”, I will make sure that I encourage anyone I find who is thinking about using eHarmony to think again. So … I called
Lillian held you up more than an hour? Geez, John. They will never have customers again if they keep doing this to customers. Congrats for getting your money back.
This is not the first time we’ve heard of the autorenewal turning back on. That’s why we tell people to remove their credit card number soon after they pay.
#13 Renee of Van Nuys, CA May 19, 2010
For the past week, I’ve been trying to log on to the site and couldn’t. It took forever to load and when it did, it said it was unable to. Also, within my 3 months, I wasn’t sent that many matches and when I did try and contact matches, I never got a response. I was very unsatisfied with eharmony and will never join again or tell anyone else to do so.
Renee, I’m sorry to hear that eHarmony didn’t work out for you. Sometimes it does, sometimes it doesn’t. If it’s any consolation, you can tell yourself that you went out there and tried.
#14 Linda of largo, FL May 17, 2010
I had tried other sites with no satisfaction of even one match that did not ask for money and later exposed that they were not even in the USA?? I chose to try the eHarmony.com site. It is a lengthy profile questionaire and even after this…the next 3 mos was a dissappointment. I was sent over 375 matches and responded to everyone with atleast a greeting of thanks for the interest…?? but to my surprise..I never got one reply back from anyone except on very nice mate who just chatted about all his other dates he was on and what they did together and how great it was..as if I was his sister?? Otherwise, out of 374 “matches” by eHarmoney site match not one even replied???
I chose to remove myself by end of my subscription and found i had been billed for another month before i could even cancel?? This should be illegal to do prior to the subscription end date?? So I submitted an immediate cancel and also called in. You can find the contact us info at the bottom of the home page in fine print.. AM VERY VERY DISSAPOINTED IN THE FALSE ADVERTIZING AND POOR CUSTOMER SERVICE ATTITUDE NOT TO SAY… NEVER EVEN GETTING ON RESPONSE??? NOT EVEN ONE??? I WANT MY REFUND OF THE THREE MONTHS BUT NEVER GET THAT OPTION? IT IS A JOKE.
Linda, call them as soon as possible and request your money back on that auto-renewal.
#15 Sand of Pontiac, MI May 16, 2010
Have been unable to logon to Eharmony. I called the 1-800 number and talked to tech support to find out they have made changes to their system. If you have an AOL email you have to now use Windows Internet Explorer to logon to Eharmony. I asked why didn’t you guys send out a mass email about that important move. I only got ‘Im sorry’ from the tech support person. Moron action it seems. Hopes this helps others who have had problems reading emails from them and being unable to log on.
I regret to tell you that eHarmony doesn’t support all browsers http://www.eharmony.com/browsers. It isn’t even their priority to test their site thoroughly with browsers other than Firefox. So if you use a browser other than Firefox, not everything may work….
#16 Esther of Chandler, AZ May 15, 2010
I subscribed to eHarmony for a 3 month trial period. I had decided not to renew my subscription, figuring that I would receive a renewal notice and would end the subscription at that point. To my surprise, I received an email telling me that my subscription had been “automatically” renewed. No prior notice, nothing. Checked my bank account, and sure enough, eHarmony had already deducted the money. I was FURIOUS. After quite a bit of hunting on their website I was able to find the customer service number (yes, it’s on the site, but you have to hunt). I spoke to a customer service rep. who told me that I could close the account and not receive any more matches, yada yada yada. Unacceptable. After trying to reason with him for about 5 minutes, I demanded to speak to his supervisor. He put me on hold for about 5 minutes, but when he came back he did tell me that my card would be credited within 1-2 billing cycles. Fortunately, I did receive the credit on the 1st billing cycle after.
Congratulations, Esther, for getting your money back!
#17 Dave of Plainview, AR May 15, 2010
Stay FAR way from this over-priced match-making service. I have tried several & the high cost of eHarmony kept me away for a long time, but I finally decided to give them a try, based on the highly exagerrated advertising they do on TV. (Yeah, I fell for it) What I found out after many months was that what I received (potential matches) was the LEAST successfull of any of the sites I have used …. at any price. Their refund policy is pretty much a joke, if you ever manage to actually GET a refund, which I didn’t. (Being as I had been using it for over 3 days) Just don’t waste your money here …. plain & simple.
Many people get their money back, Dave, even after 3 days. You just need to be persistent. Read the article link above.
#18 Marilyn of Surf City, NJ May 7, 2010
I have not been able to get on the site for over a week, even though they have sent me a new match to check out. My 6 month subscription expires on May 24, so I would like to use these last few days to see if there’s a match. I’ve never even had communication with one man! I also want to cancel my account so that I will not be charged for another 6 months. Help!
#19 Lynn of Bangor, MD May 1, 2010
I joined e-Harmony for a 3-month period. They have my Visa acct. information and deducted the 3-month charge. It is due to expire on May 14. I have not been able to get on the site for over 10 days. I have received mail from them and click on it and there is nothing there. I want to cancel as I only joined for 3 mo. but the fine print says that you must cancel om the settings page of my account. I cannot get to it; they have disabled it or are not in business. I do not want to have to cancel my credit card so that it will not be charged aagain for a service that they are not providing. Will you please inform me if in fact that E-Harmony is still operating as I am unable to access their site or my account information.
I can tell you, Lynn, that the company are still operating and making a tidy profit. If you cannot access the site on the Internet, the only thing to do is call them. They have several phone numbers.
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