ComplaintsforHily Corp

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid and I dont get any benefits whats the point I paid then ?

  Business response

  06/21/2024

  Hi *********************,

  thank you for contacting us!
  
  From your account, I see that you have purchased the basic subscription, which includes 2 compatibility features, 2 rollbacks, and 2 major crushes, also, you can use the premium filters. The consumable features update every day until the subscription expires. If you want to get more features, you can upgrade the subscription or purchase them extra in the in-app shop. Still, payments are not required, you can still use the app for free and chat with your matches freely.
  
  Let me know if you have any extra comments or issues. We will be happy to help you any time via our Live Support in-app chat or you can contact us via **********************************
  
  Sincerely,

  ******** from Hily

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  HILY used deceptive business practices. A charge was created after requesting a free trial. And the terms of service were not followed on their part with relation to a charge notice prior to the charge occurring. Talking with the online support did not reach a refund/ resolution.

  Business response

  05/17/2024

  Dear *******************************,
  
  Thank you for contacting us. We are sorry that your experience using the app didn't meet your expectations.
  
  Upon reviewing your account, we noticed that you activated a full premium+ offer instead of starting a trial subscription. Before the subscription begins, our app presents a confirmation screen from the Store with the subscription type, price, and duration. By tapping the confirmation button you agreed to the conditions of the subscription. If you thought there was a mistake, then you should have contacted us or the Play Store support team immediately.
  
  Unfortunately, before contacting us, you've used premium features that is clearly visible from our data. Based on our Policies, your case is not refundable. Thank you for understanding.
  
  If you have any other questions, let me know. Or you may contact us via **********************************
  
  Sincerely,
  ******** from Hily

• Initial Complaint

  02/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This occurred Jan and Feb 2024 each transaction of $14.99 was taken out of my bank account, and I asked the Hily company to remove me from your subscription and credit my account.

  Business response

  02/22/2024

  Dear *************************,

  Thank you for reaching us out. Unfortunately, I wasn't able to find your account based on the email address and phone number you mentioned in this request. Could you please provide us with the phone number or email address you used to create an account on ********************** so that I can check if the refund is available? Or, instead, you can contact our support team directly from the application or via **********************************
  
  Sincerely,

  ******** from Hily
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  HILY has an active subscription that they are claiming they cannot cancel. I'm being charged despite explaining that I wanted to cancel my membership. They are denying any responsibility and claiming that my membership is through ****** play, but ****** play has no record of my subscription.

  Business response

  01/30/2024

  Dear *************************,
  
  We are sorry to hear that you have been facing issues while using Hily. We have gone through the dialogue you had with our support team and checked your account, and it appears that the subscription you have was made through the Play Store. We understand your frustration, but unfortunately, all subscriptions made through the Play Store or Apple Store can only be managed directly through those platforms.
  When you purchase a subscription through one of these stores, you receive a confirmation email. By finding this email, you will be able to recognize the email address you used to make the purchase and find the ****** account where the transaction was made.If you are unable to find the confirmation email, we have provided a transaction ID that you can use to search GPA.3337-9258-9045-34836 and provide it to the Play Store support team.
  If you have any other issues or concerns, please do let us know.
  
  Sincerely,
  ******** from Hily

• Initial Complaint

  11/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  They are false advertising. I paid for their lifetime subscription which advertised that I would 10 of each premium feature daily. They then changed their policy immediatley after I bought a subscription and I ended up getting only 2 of each feature which is what I did not pay for. I have spoken with them about it and have saved messages where they acknowledged that this change occurred but do not seem to care. They are openly scamming people and something needs to be done about it.

  Business response

  12/06/2023

  Dear *******************,
  Thank you for reaching out to us!
  We would like to apologize for any inconvenience you might have faced.
  It's essential to note that we were trying to put all our efforts into resolving the situation and compensate you for any misunderstanding, even though the necessary information is available on our website.
  The conversation with our Support Team is a handful for an explanation of the situation: lifetime subscription was never offered with unlimited options, and any inconsistency in the provision of features was addressed and compensated by the representatives of Hily app.We may understand that any changes to the options included in the service might be confusing, and we are sorry that you feel this way.
  Allow us to quote the statement from our Terms of Use that are obligatory to check and accept for any usage of our services:" Costs and types of consumable premium features are subject to change without notice and shall be payable at actual rates, which you will get to know when checking out"
  ********************************************* strive for a positive resolution of the case, and we are ready to discuss the situation once more through our Support Team and find a compromise option that would be suitable for both parties.
  We are looking forward to further cooperation through the Support Channel in the app.
  Best regards,
  ******** from Hily

  Customer response

  12/06/2023

   
  Complaint: 20895669
  
  I am rejecting this response because:

  That is a very dirty tactic to hide that you can just ***** nilly change the amount of premium features available in your terms of agreement that you know nobody is going to read. When you advertise something and someone pays for it then you should honor it. I paid for 10 of each feature a day and that's what I should be getting. I wouldve never paid for it had it been advertised to me as just 2 of each features a day because the free version of it at the time before I paid was already giving me 2 a day. You are ripping people off and this isn't over. I am going to keep fighting until I get my $50 back or the features that I paid for. I have a very large social media following and I am going to make sure everybody that I come in contact with knows about your shady business practices.

  
  Sincerely,
  
  *******************

  Business response

  12/19/2023

  Dear ****,
  Thank you for your email.
  We may understand that you feel misguided and mistreated.
  We would like to apologize for any misunderstanding, and we want to assure you that we never meant this output for you or any of our users.
  It's still essential to notice that the main channel of communicating the main updates and our Policies to users is the Terms of Use. They are available on our website anytime for any of our current and future users.
  Not to mention that we always ask our users to check all the Terms before creating a profile or subscribing to any of our paid plans.Allow us to add a note that, per your request, we were providing compensation in features amount for some time, and our agreement was honored.
  2 features per day that you might've had before are a trial-free option that can be provided only once to 1 user and transfers to a paid plan after the trial expires.We would like to point out that we have different plans that can be suitable for you if you are not satisfied with the current one.
  No changes are planned to your current plan, and any changes are articulated through our Terms of Use. If you need any additional assistance with subscriptions or using our services feel free to reach out to us 24/7 as that would be the fastest way of communication and finding a solution for best parties.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been on hily for about a year and a half now. Ive had two different accounts with the same problem on both accounts. 90% of matches do not even read the first message. Its happened so often I would put a paycheck on a bet saying that the hily app uses peoples inactive accounts to gain/keep men on the app. I just feel as though they should probably be investigated.

  Business response

  10/26/2023

  Dear ***********************,

  thank you for reaching us out. We are sorry that you havent got enough activity on Hily. We invite new people daily, but cant be responsible of users decisions and in-app activity. To solve your problem, we can recommend following next steps: a) update your profile photos; 2) update your bio and interests; 3) answer the profile questions; 4) pay attention at users interests, bio and answers to use this information to start a meaningful conversation.

  We would like to mention, that our team of moderators do their best - they check every profile on Hily to make the app safe and user-friendly for everyone. Thus, we do not use inactive accounts to attract users in the app.

  Let us know if there is anything we can do for you to make your experience on Hily better.

  Best regards,

  ******** from Hily

  Customer response

  11/10/2023

  I can prove that hily uses either fraud or inactive accounts without the account owners permission to increase and attempt to defraud their base. Ive made 3 accounts to test this. Within 5 minutes of making an account, a specific users likes my account but you cannot see her without paying. The account doesnt even read the first message. Never has. But shows up as a like. 

  Business response

  11/23/2023

  Dear ******,
  thank you for reaching out to us. We are sorry to hear that you are dissatisfied with the service. We would like to highlight once again, that Hily doesn't have such accounts, and our moderators do their best to make the app safe and avoid appearing suspicious accounts. To help us make the app safer, please report accounts you recognize as suspicious, the team of moderators will check them right away.
  
  Let us know if there is anything we can do to make your app experience better.

  ******** from Hily

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i downloaded an app HILY.com. I didnt like the service and i requested to delete and deactivate. I went back on 8/22 just to see was it still active and all my information was still in there and photos. I was getting messages and notifications from 20 year olds. That sick. I am 46. I again requested to be removed and deactivate. the notifications stated if will pause my account until I return. I sent an email to the ********************************** and they asking me why and what can they change. I want all my information out of their system now. I will not be returning

  Business response

  09/11/2023

  Dear *********************,

  thank you for reaching us out. We are sorry to hear that you'd like to delete your account permanently. I've checked your account, and it's deactivated, not permanently deleted. It could be that you've chosen the wrong action during the deletion process. The deactivation option is offered in case you'd like to come back to the application again without the need to create a new account.
  
  Since you've requested a permanent deletion several times, I deleted your account from our side. Now it's fully deleted, and you won't be able to log into it.

  Best regards,

  ******** from Hily

  Business response

  09/11/2023

  Dear *********************,
  
  thank you for reaching us out. We are sorry to hear that you'd like to delete your account permanently. I've checked your account, and it's deactivated, not permanently deleted. It could be that you've chosen the wrong action during the deletion process. The deactivation option is offered in case you'd like to come back to the application again without the need to create a new account.
  
  Since you've requested a permanent deletion several times, I deleted your account from our side. Now it's fully deleted, and you won't be able to log into it.
  
  Best regards,
  
  ******** from Hily

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Their ad says you can see everyone that has viewed or liked you. You can only see two or day by spending unblurs. They spam you advertisements and videos that say to upgrade to premium to be able to see people. Their website also says buy premium to be able to see people. You buy premium and you still cant. You have to buy premium plus. I did the trial and you couldnt do anything. You couldnt message people that messaged you that werent matched or unblur them. And the same thing for premium. I have pictures of what they claim to offer. And they refused to honor them. - so I purchase premium plus and I still couldnt access what I was supposed to be able to. I had to contact support every single day to have them add my features. two times a day because their advertisements would block the daily unblurred and bonuses that you get. Advertisements while I was already premium. so I finally canceled it after a week.I reinstalled the app and they got an offer for another three day trial and then $10 a week and I can view who reacted to me. Once again I cannot I contact support and they tell me I cant do this until I buy premium plus. And I literally sent them the screenshot of the purchase with the advertisement that I could view people. They just give me a runaround about how you cant with the trial. Once the trial ends and it pays then I can. But then its going to be on premium when the trial ends so I actually still cant view them. Even though Support is telling me I can. Support would not acknowledge that sentence. Also previously support said I could with premium. As well as the website says so. But you cant.

  Business response

  08/29/2023

  Dear *******************************,
  
  thank you for reaching out, your feedback is essential for us. We are sorry you hadn't a good experience using Hily.
  
  Hily has different levels of subscription, which at the same time provide users with different features. With all the subscriptions, including the trial, you can get access to the basic premium features, such as incognito mode, premium filters, specific location Finder, and so on. Based on the tiers of available subscriptions (we have a trial, basic, and primium+), users can get different amounts of extra features (such as unblurs, rollbacks, major crushes, and compatibilities). To know what exactly provides the specific offer in the app, you should tap the (i) button on the top right corner right on the offer screen. By tapping there, you will be provided with the list of stuff included in the proposition. Thus, you can decide if it fits your interests and goals in the app or not, and by doing that make a decision to purchase the offer or not.
  
  Still, all the basic features in the app are free to use - you can like/dislike users in Finder; match with the users; start a conversation after being matched - this is the logic of how the app works and, for skipping those steps and start a conversation with other users, you should purchase the subscription. But it's not obligatory.
  
  Thank you for understanding, and wish you a beautiful day.

  Best regards,

  ******** from Hily.

• Initial Complaint

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I believe that this app is stealing womens pictures and keeping them for themselves. Solely because they banned me and gave me no explanation as to why , and didnt even give me a chance to take my pictures off or nothing. Also they have robots on here pretending to be really people but they arent. This app should be shut down cause they are giving false information and taking peoples money.

  Business response

  08/17/2023

  Dear ***********************,

  Thank you for reaching out. We are sorry for any inconvenience. Unfortunately, your account is suspended due to suspicious activity caught there. It's essential to mention that the team of moderators checked the account, and there is nothing that can be done to reactivate it.
  
  Additionally, we would like to mention that there are no bot profiles on Hily, as our team of moderators do their best to make the app safe for everyone. Moreover, we do not collect any personal data of our users. Once your profile is deleted or suspended, all the personal information deletes permanently.

  You can read more detailed information about ban reasons in our Terms of Use ********************************************************************************************************************************.

  Thank you for understanding and have a nice day.

  All the best,
  ********
  Hily Customer Care

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This app is a scam, you buy "premium" and then all the features you bought it for require micro transactions. Paid for premium and they still make you pay to unblur and send messages.. so the premium is an empty scam.Then they make it hard to cancel and dip their toes in your bankaccount in the meantime. Also most if not all of the profiles are fake, you have no control over searching closer than 31 miles.Im not sure how a class action has not collapsed this silver spoon CEOs grifter company.

  Business response

  08/06/2023

  Dear *********************,
  
  Thank you for reaching out and providing us with the feedback.
  
  I'd like to mention that you can use the app for free without any charges, as basic features - like matching, chatting, and searching for people - are free and don't require any additional charges. Hily for sure, **** different subscription plans to mimprove your experience- you can get unlimited likes, extra filters, global search, use incognito mode, and oothers Different subscriptions give you some additional features - like rollbacks, compatibility, major crushes, and unblurs. The subscription you were subscribed to doesn't include unblurs. That's why you didn't have them. You can check what will be included in the subscription pack you pay for on the "Premium Store" screen or by tapping the (i) button on the top right corner of every subscription offer you face in the app.
  
  We do not have any access to the users' bank accounts. Only Stores (both Apple and ******* are managing the subscriptions. That's why the subscription can only be canceled using the Store settings.
  
  In addition, it's essential to mention that users on Hily are not fake. Our team of moderators does their best to make Hily app safe for you.

  Let us know if there anything we can do to improve your experience!

  Best regards,

  ******** from Hily

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩