I totally agree about forced subscription renewals as an eHarmony standard practice. Read on... I hope to get an amicable resolution to my situation.
Subject: Refund for wrongful renewal charge (without my authorization)
To: "eHarmony Customer Care"
Received: Monday, October 27, 2008, 10:27 AM
You are hereby notified that I have contacted the Canadian Consumer Association to lodge a formal compliant against eHarmony for your incorrect renewal of my subscription when I had clearly set my account settings on my eHarmony profile page to show MY MEMBERSHIP AUTORENEWS AT: CANCELLED when it expried on October 18 2008 by following the steps in eHarmony.ca Terms and Conditions of Service (where it says in Clause 17. Automatic Renewal of Subscription. In order to access all features of the Service, you must purchase a paid subscription ("Subscription"). After you have purchased a Subscription and upon providing notice to you, the Company may renew your Subscription for subsequent terms. You may choose to not have your Subscription renewed by visiting the "My Matches" page, selecting the "My Settings" link in the top navigation area, clicking the "Account Settings" subheading, and clicking the "Cancel My Subscription" link at the bottom of the page to begin the cancellation process prior to the renewal date. You can also cancel your Subscription prior to the renewal date by sending email to email@example.com, by calling (800) 390-3548, or by writing eHarmony, P.O. Box 60157, Pasadena, CA 91116 USA . 18. Death or Disability.)
I have tried writing thrice already without a proper response from you to my valid claim. I therefore have no other discourse but to take this up with higher authorities. I once again request you to credit ny VISA with the charge of $89.95 that you charged me wrongfully and hereby advise once more that I DO NOT WISH TO CONTINUE MY MEMBERSHIP WITH eHarmony.
--- On Fri, 10/24/08, eHarmony Customer Care wrote:
From: eHarmony Customer Care
Subject: Please note that when I subscribed to you in July 2008, I had specifically se... [Incident: 081022-000938]
Received: Friday, October 24, 2008, 6:42 PM
Thank you for your reply.
I'm very sorry to hear that you are deciding to leave the eHarmony
community. In order to process your request, you must speak with a Customer Care
Representative by calling us toll free at 800-390-3548. We are available 24
hours a day, 7 days a week. Our representatives will be glad to assist you with
this and any other matter, regardless of your decision.
We look forward to helping you find the love of your life.
Customer E-mail (Jess)Thank you for your response but as I have
explained twice already now, when I subscribed back in July 2008 for three
months at the special rate of 39.85, I had manually followed the steps explained
in your terms and conditions (see below email received from eHarmony with
receipt of my payment and membership subscription), AND SET MY ACCOUNT NOT TO
RENEW AUTOMATICALLY BY FOLLOWING THE LINK ON "CANCEL MY SUBSCRIPTION"
as shown below. I even received an email from eHarmony at the time saying that
if I changed my mind, I could go back and reactivate my subscription status to
renew which I DID NOT because I had not changed my mind.
Your subscription expires on: October 18, 2008
Your membership auto-renews at: Canceled
Last payment received: July 18, 2008 for 39.85CAD
Reactivate My Subscription at:
3 Month Renewal for a total price of 39.85CAD.
Therefore I was shocked to receive an email from eHarmony on 18th October
acknowleding receipt of my subscription renewal for another three months. It
seems eHarmony must have reset the subscription status on my account settings
page and processed the subscription renewal automatically WITHOUT REQUESITNG MY
APPROVAL. I view this as a a forced renewal attempt on eHarmony's part
without my cooperation and am very disappointed at eHarmony's tactics. DO
YOU HONESTLY THINK THAT IF I PAID ONLY 39.85 FOR THE FIRST SUBSCRIPTION, I WOULD
PAY 89.85 FOR SUBSEQUENT SUBSCRIPTION? OBVIOUSLY NOT! I intend to pursue this
matter further and request that you refund the charges of 89.85 ASAP.
I sincerely hope eHarmony will show good customer relations by processing the
above refun as I am no longer interested in eHarmony's services.