match.com refund nightmare

Cunni76

Okay so im new here so not sure if im breaking rules or if this is even on the right thread I need help someone please I signed up to match.com after 2 weeks I cancelled the subscription and received a confirmation email, however they have proceeded to debit my account of £29.99 on 08/04 I paid via paypal who tbh are pretty useless with this as they stated the subscription is still active? They (paypal) have now stopped all further payments to match.com now all my paid services are cancelled and im being told ro subscribe. I am unable to contact match.com as telephone no's are dead and when you attempt to contact via email you need to type verification codes in numerous times even then it still will NOT submit the email. Im a single mum with a son on disability, this payment literally took every last penny from my account CAN ANYONE PLEASE HELP?

MARTIN please could you highlight this issue I have no way of a refund now you really are my last option although the website states a 14 day cooling off period there is no way to contact customer services to do this what are my rights here???

marliepanda

Martin sold MSE long ago so you won't get much from him I'm afraid!

When did you sign up, and when did you cancel? Dates please.

Was it a new subscription or a renewal?

Cunni76

I signed up on 7th march and cancelled around 20th march

marliepanda

Cunni76 wrote: »

I signed up on 7th march and cancelled around 20th march

Around? Do you have an exact date that you cancelled, as that is of course important. Sorry I am being pedantic but to say 'around' implies an area of inaccuracy/being unsure.

Did you make an initial payment? Was that refunded?

You mention a cancellation confirmation? What date was that received/does it have a date on it?

Did you attempt/continue to access the site anytime after you say you cancelled?

Cunni76

Cancellation date was 24 march with email confirmation from them the same night there was a one month payment of £29.99 as per the terms and conditions on the site I cancelled within the month I did access the site on the 7th april however when cancelling the subscription it clearly states that you can continue to use the free service OR delete completely paypal advised that they could not reimburse me due to the fact that it was a rolling dd

marliepanda

Cunni76 wrote: »

Cancellation date was 24 march with email confirmation from them the same night there was a one month payment of £29.99 as per the terms and conditions on the site I cancelled within the month I did access the site on the 7th april however when cancelling the subscription it clearly states that you can continue to use the free service OR delete completely paypal advised that they could not reimburse me due to the fact that it was a rolling dd

Okay so am I right in thinking you cancelled 17 days after the service started so after the 14 day period?

How many payments of £29.99 have you made. I would expect you to owe one payment based on one month of the service as you cancelled out of time to get a full refund of all payments.

If you have paid 2 payments of £29.99 then I would imagine you are due one back.

(forgive me I am not 100% on how much you pay per month or per 6 months, I have just seen people talk about much higher payments being taken than £30)

Cunni76

I paid for a month which I was happy to pay for but decided within the month not to renew for any following months so I cancelled my subscription further payment was taken on the 8th April this is the 14 day cooling off period I am referring to as I had cancelled the subscription within the initial month

marliepanda

Cunni76 wrote: »

I paid for a month which I was happy to pay for but decided within the month not to renew for any following months so I cancelled my subscription further payment was taken on the 8th April this is the 14 day cooling off period I am referring to as I had cancelled the subscription within the initial month

I'm really sorry I'm not quite sure what you mean. Hopefully someone will understand a bit better than me. I don't see how the 14 day cooling off period is applicable in anyway.

Surely you're just saying you cancelled your subscription for April, after paying for a month from March.

So March 7th - April 7th - £29.99 You paid = happy

April 8th they took another £29.99 after you cancelled on the 24th March = not happy!

I would send paypal a copy of your cancellation on the 24th March stating you cancelled the service. I assume it was a month to month service and you cancelled with the required 48 days notice which you have proof of so I think paypal should side with you if match.com do not refund.

Cunni76

7th march -7th april paid = Happy
Subscription cancelled from 24th march for 7th april & beyond email confirmation received.
8th April further £29.99 debited from my account covering april/may fees

14 day cooling off period for month 2 as this was not requested and previously cancelled, their contact details ie telephone no/email address are rubbish emails won't submit telephone no is a dead line already sent paypal email confirmation of cancellation no joy!!!
Dispute returned in favour of match.com as they stated that I had a rolling dd with match.com website is misleading as it DOES NOT state you need to cancel paypal payments via paypal. Had I paid via debit card I could just do an indemnity claim against a 2nd months fees which were previously cancelled!

Cunni76

14 day cooling off period not applicable for month 2 however my issue is that you cannot cancel or notify the company of a refund request I cancelled subscription before the requested renewal date as no longer required

marliepanda

Cunni76 wrote: »

7th march -7th april paid = Happy
Subscription cancelled from 24th march for 7th april & beyond email confirmation received.
8th April further £29.99 debited from my account covering april/may fees

14 day cooling off period for month 2 as this was not requested and previously cancelled, their contact details ie telephone no/email address are rubbish emails won't submit telephone no is a dead line already sent paypal email confirmation of cancellation no joy!!!
Dispute returned in favour of match.com as they stated that I had a rolling dd with match.com website is misleading as it DOES NOT state you need to cancel paypal payments via paypal. Had I paid via debit card I could just do an indemnity claim against a 2nd months fees which were previously cancelled!

Right forget about the cooling off period. I am not sure why you keep bringing that up. That started from March 7th, and ended March 21st, and you started a rolling contract with Match.com. No more cooling off periods each month.

I am not saying you did not cancel, as from the information you have given it certainly appears you DID cancel on March 24th. However you are simply cancelling your membership, not invoking any 14 day cooling off period.

Could you possibly copy in your cancellation notice from match.com. I can't find much info on the website about their different payments and tariffs etc, so I am basing this on you being in a month by month rolling contract where you can cancel at any point.