SAN FRANCISCO (CBS SF) — One of the most common complaints about the dating app Match.com is that subscriptions are automatically renewed, making breaking up with the website a tedious undertaking.

Per Match’s policy, you must cancel before you’re auto-renewed or else you’re charged for the ” additional equivalent period, at the price you agreed to when subscribing.”

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Complaints to the the Better Business Bureau range from Match refusing refunds to people who are unknowingly auto-renewed, to accounts being auto-renewed even after users cancel.

Jarrod Wise, with the Better Business Bureau, said Match has an “F” rating, but Match says it’s not a member of the bureau, “so therefore we cannot respond to inquiries submitted through them. We encourage our customers to contact us directly with any issues instead of going through a third-party.”

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The Better Business Bureau says the company lost it’s accreditation because it stopped responding to complaints.

A Match spokesperson said, “to avoid an interruption in service, like many subscription services, all match subscriptions automatically renew unless cancelled by the user before the renewal date. Match doesn’t have current plans to change its service model.”

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Match said automatic renewals and are intended to “avoid an interruption in service”.