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AIBU to expect an effective customer service procedure?

(7 Posts)
lubeybooby Sat 23-Jul-11 16:37:03

Ranty rant rant rant. Gahhhhhhhh!

So, single and bored, I signed up to match.com today and got myself a months subcription. Logged in fine, activated account, upgraded to the subscription etc all no problem. Logged out for a while, logged back in later... also no problem.

Got notification of a message, so went to log in again - didn't recognise me. Asked for password to be resent/reset etc... no email arrives, nothing in spam, - just nothing. Also have stopped receiving the emails it sends me every time anyone even looks at my profile never mind send a message (usually at least a couple of those per hour)

Call the 24 hour helpline who can't do anything without my membership number.

Membership number can only be accessed from 'my account' by... logging in!

I've been told I will get a call back from some supervisor or other based in London instead of USA on Monday.

AIBU to suspect the account has been hacked, email and password changed, seeing as I can't get in despite it all being fine earlier?

AND

AIBU to think that if this is a possibility, or a recurrent problem, or even just out of common sense, match.com should send you your membership number along with username and password in the confirmation email, to enable the poor helpdesk people to actually do something?

Alternately has anyone had a similar problem and it just turn out to be a tech issue and not a hacking?

Scholes34 Sat 23-Jul-11 16:58:59

YANBU to expect good customer service, but I think we're taking a backwards step with the web, as too many companies hide behind a web-address and don't allow themselves to be contacted easily by telephone.

Just an aside, my DS was very disappointed when he called up match.com on the web, as he thought it would be the web-site for the Match football magazine. He was just as disappointed with them as you are.

Lizcat Sat 23-Jul-11 17:16:05

Terminate membership and move the Dateline. DH and I met 10 years ago through them online.

cookcleanerchaufferetc Sat 23-Jul-11 19:33:00

Weren't they on watchdog once about making it impossible to end subscriptions? Check out the watchdog website.

UKSky Sat 23-Jul-11 20:00:44

It may not be match.com. It could be your ISP blocking your access to the site, due to what it MAY perceive as a problem.

If you have to wait until Monday anyway, it may be worth giving them a call. Also, if you can access the site through another medium (internet phone/someone else's computer that isn't connected through your connection)
then it is your ISP.

manticlimactic Sat 23-Jul-11 20:05:47

If you're not getting the emails have you looked on your blocked list to see if it's been added? I had an account hacked and wasn't getting emails when I tried to reset password etc. The CS told me to look in my blocked list because often they hack your email too and add the site account that has been hacked to it.

Tanif Sat 23-Jul-11 22:31:51

plentyoffish.com smile met DP there two and a half years ago and now expecting our first :D

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