EH: Auto-renewed for $75 the day I was going to cancel?


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jeffreynevins is offline jeffreynevins Post #1  January 30,2009, 5:20am
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Man, they love money.


I was going to cancel today since the wording was that my membership runs through the 30th, but it looks like I've already been charged.


$75 for 6 hours of EH service? I hope not.


Maybe other people ran into this...


EH, care to respond (can't get through on the phone).


Thanks-
 
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eH_Advice_Host_Renee is offline eH_Advice_Host_Renee Post #2  January 30,2009, 10:49am

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Hi jeffreynevins,


I am sorry to hear that you have concerns regarding your subscription renewal, and I will be happy to explain our renewal policy and process.


In order to provide continuous service, members are informed in both our Terms and Conditions of Service and during the subscription process that "eHarmony automatically renews all paid subscriptions for Services 24 hours before such subscriptions expire."


Members are also informed that they "may cancel your registration or subscription to any Services at any time during the term of such registration or subscription or any renewal period by accessing the “Account Settings” page under the “My Settings” option on your membership home page, clicking on “Cancel My Subscription” link, and providing the information requested."


If you would like to review these terms, they are available at the following link:


http://www.eharmony.com/about/terms#13


Please know that you can also contact Customer Care by e-mail by accessingour Help page through the link at the bottom of all our site pages. Here you will find our most Frequently Asked Questions and a Web Form to send us an e-mail. Once your e-mail is successfully sent, you will receive a confirmation number. Our Customer Care team is available 24 hour a day, 7 days a week.


-Renee
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trailviews is offline trailviews Post #3  January 30,2009, 12:04pm
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The best bet with sites like eHarmony and Yahoo Personals anyhow is to cancel well in advance of the auto-renewal date. Despite their vagueness about what "canceling" means, you are really canceling the auto-renewal. Your membership and paid use of the service continues through the rest of the term you paid for.
 
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trailviews is offline trailviews Post #4  January 30,2009, 12:12pm
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I should also mention that at least Yahoo provides for a means to cancel in writing up to (I think) 3 days after the auto-renewal. It looks like if you read the terms linked to by Renee above, there may be something similar there. You may also have rights in your state thatsupersedeeHarmony's terms.


In any case, I suspect eHarmony would have a hard time arguing legally against giving you a refund if you're within some 24 hour window of them charging you in advance for a subscription period that has not begun yet.
 
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jeffreynevins is offline jeffreynevins Post #5  January 30,2009, 12:20pm
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Thanks. Sorry about my opening line, but I've never been auto-renewed by anyone, and have a hard time finding the "small print" with companies. TMobile once tried to charge me $100 for no reason, so I suspect a lot of companies, though.


No email response, so I guess I'll just call later.


Maybe a compromise would be paying for a 1-month plan.


I just hope I can reach someone.
 
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eH_Advice_Host_Renee is offline eH_Advice_Host_Renee Post #6  January 30,2009, 1:00pm

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Hi jeffreynevins,


I am sorry to hear that you had a situation with TMobile that caused you to be suspicious of our company's practices. We truly do our best to inform members about the auto-renewal feature and include both a Renewals and Cancellation link at the top of our Terms and conditions of Service so that members can easily access this information by clicking on those links.


I'm hopeful that you will be able to reach our Customer Care desk later today and ask for your patience in receiving a response to your e-mail. Until you are able to successfully discuss this matter with a Customer Care agent, I do recommend that you keep track of confirmation number for the e-mail you sent today.


All the best.


-Renee
eHarmony Advice Host
 
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jeffreynevins is offline jeffreynevins Post #7  February 1,2009, 6:25pm
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Renee,





I got through & everything's great. Thanks for your patience and help in this.





Jeff
 
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eH_Advice_Host_Renee is offline eH_Advice_Host_Renee Post #8  February 3,2009, 9:08am

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jeffreynevins,465991 wrote :

Renee,





I got through & everything's great. Thanks for your patience and help in this.





Jeff
Hi Jeff,


My pleasure. So glad to hear that you were able to reach Customer Care and everything's great!!!


All the best.


-Renee
eHarmony Advice Host
 
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