Online Dating Magazine > Letters to the Editor > 018

Letter to the Editor:
Frustrated with True

The reason for this email is that I wanted to share with you my utter frustration with True.com. I recently signed up for a free membership with True.com, with the intention of checking out the site, along with several others to see which one I would decide to join. Unimpressed with the matches True had to offer, I decided not to continue my membership, and decided to sign up with Match.com. However, after calling and waiting on hold for 20 minutes with True.com's Customer Service, I had to hang up, and decided to contact them at a later time. After which, I completely forgot, and failed to contact the Customer Service Department to cancel (clearly an error on my part, I freely admit), and was subsequently charged for my membership. Not that this is key to the situation, but I found the Customer Service Rep I spoke to, rude and condescending, and not at all in line with the spirit of customer satisfaction I would imagine True.com strives for.

While I clearly understand that by the “letter” of the situation, True has absolutely no obligation to refund my money, because I signed up and failed to cancel. I understand that. But, considering the circumstances (that I never logged in after my initial sign up date, showing no interest in being a member after day 1; that I signed up and spent a considerable amount of money with Match.com), I would think in the “spirit” of the situation, (if I clearly state that I do not want to be a member, and have no desire to use the site) True.com would consider making an exception. I understand that this is a business; but why would True want to keep the money of someone so clearly dissatisfied with the site, that they never logged in after their initial sign up? How does that serve to engender good will and positive word of mouth amongst True members? That, to me, sends the message, “we don’t care what you do with the site, whether you’re satisfied or not, whether you want to be a member or not, as long as we’ve got your money”. Needless to say, I will not be revisiting the site, or recommending True to any of my friends, for what it’s worth.

Thank you for listening to my 2-cents.
~ Chris B.

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