Online Dating Magazine > Letters to the Editor > 009

Letter to the Editor:
Upset at True.com's Deceptive Practices

First, I find that you can only cancel on the phone. When I do call and finally get through to a real person and off of hold, I state my wish to cancel, give my pertinent info and the customer service person tells me that since things have been slow due to holidays they are giving you and everyone a free month.

I restate that I don't really care if I have more time and that I want to cancel. Recently, I noticed a new True.com charge. Turns out, the additional time/month wasn't a gift from the site to generously make up for a low volume time of year, but rather a deceptive practice to wrangle trusting victims into more financial obligations. No mention of the need to cancel was made to me since this month was presented as a gift, a courtesy and since I clearly stated my dissatisfaction, disinterest and wish to cease dealing with the site.

When I do call to investigate and have the charges reversed...and finally get through to a real person and off of hold...I speak to Erin who says it is not their practice to reverse charges and that the person couldn't have neglected to disclose the conditions since the calls are taped and customer service reps would get fired for that. I ask Erin for her supervisor.

After ten minutes on hold and an eventual transfer to the front desk and further delay, I am successfully put through to Michael, Erin's supervisor. He tells me the notes from the sales rep a.k.a customer service rep wrote on my file that he told me the conditions. I repeat the facts and am told that there is nothing they can do but cancel the account from this point on.

I ask for Michael's supervisor. I am told he is it....among the staff working today. I ask for his supervisor's name and when that person works on the schedule. I have to ask specifically for the supervisor's full name, and Michael can not tell me when this person will be working next.

I am also informed that since they would have to dig out the recording of the call I could not wait on hold for them to check my version against what the recording held... I was also reassured that in any case, there would be no reversal of charges.

I realize most people would have hung up while waiting on hold, or at least after getting no where fast with Michael. I believe True.com banks on that tendency of the public to be put off by and give up in the face of such tactics. It would then seem they are making lots of money off the trust of people who cancel and are mislead by salespeople cloaked as customer reps.... and not by satisfied customers receiving good service in a honorable business transaction.

I wanted to write to make people aware of the deceptive practices and give them a chance to avoid the hassle of having to put so much time and effort into cancelling an online dating service.

I will make another call tomorrow, but I suspect that the named supervisor will be unavailable and/or unable to resolve my complaint.

Obviously I do not recommend anyone bothering with True.com. I myself have been done with online dating sites for months...it doesn't take long to see the problems are not worth the depressing and lackluster results. I don't mind paying to experience and learn for myself. I am outraged at being deceived into further charges upon cancelling.
~ Eileen L.

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