I joined Match.com and used it on and off for four years, last renewing for three months in November 2014. I am very careful in ensuring that the automatic renewal is cancelled online, so I did so in early December.
Despite this, Match.com took an automatic renewal for a further three months in February, taking £59.97 from my bank account.
I phoned Match.com to no avail – all they will say is they have no record of my cancellation. BK, London
Match.com, in common with some other dating services, has a policy of automatically renewing your subscription. You can cancel this – but of course you have to do this online or call the customer service number and hope someone carries out your instructions.
In your case you are adamant that you cancelled your repeat subscription; Match.com remains adamant that it has no record of such a cancellation.
The good news is that Match.com has recognised your value as a long-term customer and has not only refunded you the £59.97 but has offered you a free six-month subscription. Of course, you could always try the Guardian’s Soulmates dating service instead.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
