BBB Accredited Business since

Classmates.Com

Phone: (206) 301-5700 Fax: (206) 301-5701 View Additional Phone Numbers 1501 4th Ave Ste 400, Seattle, WA 98101 http://www.classmates.com


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Description

This company offers social media services.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Classmates.Com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Classmates.Com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 250 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

250 complaints closed with BBB in last 3 years | 73 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 9
Billing/Collection Issues 201
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 39
Total Closed Complaints 250

Customer Reviews Summary Read customer reviews

11 Customer Reviews on Classmates.Com
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 11
Total Customer Reviews 11

Additional Information

BBB file opened: August 01, 1999 Business started: 03/01/1996 in WA Business started locally: 03/01/1996 Business incorporated 03/28/1996 in WA
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Corporation

Business Management
Mr. Abi Heller, General Manager Ms. Tara McGuane, Senior Market Compliance Manager
Contact Information
Customer Contact: Ms. Tara McGuane, Senior Market Compliance Manager
Business Category

Online Social Media/Networking Internet Services School Information

Hours of Operation
M: 8:00 AM - 5:00 PM
T: 8:00 AM - 5:00 PM
W: 8:00 AM - 5:00 PM
Th: 8:00 AM - 5:00 PM
F: 8:00 AM - 5:00 PM
Alternate Business Names
Classmates Classmates Inc Classmates Online Classmates.com
Additional Information

BBB generally reports 100% of all reportable complaints except for those businesses who maintain a large volume of complaints. BBB currently publishes 30% for Classmates.com.


Customer Review Rating plus BBB Rating Summary

Classmates.Com has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 1501 4th Ave Ste 400

    Seattle, WA 98101 (206) 301-5700

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/12/2016 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On January 30, 2016, Classmates.com charged my credit card for $59.00 for a two year membership. I contacted them and they hid behind their Terms of Service and No Refund Policy, stating that I implicitly agreed to their auto-renewal by submitting payment 2 years ago. I don't know if they're legally correct or not, but I know deceptive business practices when I see it. They're essentially tricking people into continuing their service. Also, they charged a credit card that their own records showed as being expired. I'm not sure if they're just guessing the new expiration date or what. Again, regardless of if this is somehow legal, it's not right. If I haven't given a business a current form of payment, that seems like a pretty clear indication that I don't want to pay them anything. They shouldn't just "take it".

Desired Settlement: I would like Classmates.com to refund either the full $59.00, or at least a pro-rated amount less the roughly week of "active" service since the membership renewed. I would also like my account closed and removed from their systems to the extent possible. Ideally, I would like them to change their business practices such that their customers have to check a box during checkout or something to that effect to explicitly agree to auto-renewal of their memberships. A check box saying one agrees to a set of Terms of Service is not acceptable in my opinion. That's just preying upon the likelihood that most people never read Terms of Service details. They also should not be attempting to charge a customer without current payment information.

Business Response:

Complaint number: ********

Consumer name: ******* ******


We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his credit card without his permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program.

Mr. ****** has had two paid memberships on the Classmates website under two separate accounts.  Mr. ****** created his first account on August 15, 2008 under registration number **********, on the same day he purchased a 2 year automatically renewing membership for $59.00.  Mr. ****** placed this membership in a manual state and the paid membership lapsed on August 15, 2010.  Mr. ****** subsequently closed this account on February 23, 2012.

On January 8, 2014 Mr. ****** created a second Classmates account under registration number ***********. On January 29, 2014 Mr. ****** purchased a second 2 year paid automatically renewing membership. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged $59.00 for each renewal, and that he could visit the “Account” portion of the website to change that at any time.  Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A copy of Mr. ******’s membership records and the checkout process Mr. ****** completed on January 8, 2014 is attached for your review.

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”


Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******'s membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website.


The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.


On December 20, 2015, 30 days prior to his membership renewal date, Classmates emailed Mr. ****** to remind him that his membership would renew.  According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged the standard, full price 2 year membership fee of $59.00 on January 29, 2016, with the updated account information provided by his credit card company, per the Terms of Service that he agreed to during his initial purchase.

Mr. ****** initially contacted the Classmates Member Care Department on February 6, 2016.  A Member Care Representative responded that he had placed Mr. ******’s account in a manual renewal status and with information regarding the Automatic Renewal Program and No Refund policy.  Mr. ****** responded that he would like his account terminated. 

Mr. ******’s account is still listed as active; however, if he would still like to cancel his membership, he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.   Mr. ****** should note, however, that per Section 9 of the Classmates Terms of Service: “If you have purchased Paid Services from us, any termination by you, or by us with cause, is subject to the no-refund policy described in Section 2.D above.” Otherwise, Mr. ******’s paid membership benefits are set to expire on January 29, 2018 and his account will then revert to a free basic membership at that time.

This information should resolve Mr. ******’s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,

Tara M******

Sr. IP & Marketing Compliance Manager

Classmates, Inc.

www.classmates.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

It does nothing to resolve my complaint. They have simply restated their original argument. If I agreed with that argument in the first place, I obviously would not have filed a complaint here. Their argument amounts to, "He didn't say no." A lack of protest should not constitute consent, in my opinion. That is first and foremost what I find unethical about this.

They also try to argue that their auto-renewal policy and automatic opting in to that policy is quite clear and obvious to everyone signing up. I don't remember what the signup forms from over 2 years ago looked like so I won't make claims about the truthfulness of that. However, I might be more inclined to believe it if I were the only person complaining about this. They have over 250 complaints about essentially the same exact issue I'm complaining about. That's just how many people officially filed complaints here. I can only imagine how many have had the same experience. It's obviously NOT that clear and obvious to those signing up that they are automatically consenting to auto-renewal of their accounts.

The other thing I find very unethical and quite troubling is their charging an expired credit card, which they didn't address to my satisfaction whatsoever. They state that they charged my card, "with the updated account information provided by his credit card company." I wasn't aware that that was even possible, and again, regardless of it being legal or not, I find it wholly improper. In my opinion, there is no honest reason you would go behind the customer's back to get updated payment information rather than request it from your customer. No other company I do business with does this. If my credit card expires with Netflix, my cable provider, cell phone provider, or anyone else I've ever kept a card on file with, they stop my service or simply don't process a payment, making me late on my payment. Also, I question their statement about obtaining updated account information, considering Classmates.com's own records when I logged in on 2/6/2016 showed that credit card to have an expiration date in 2014. If they obtained updated account information, why wasn't it updated in their system?

What it all comes back to is this, No means No, silence does not mean Yes. 


Sincerely,

******* ******

2/3/2016 Billing/Collection Issues
1/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company does not adequately inform or disclose to consumers, that subscriptions are automatically renewed. A legitimate company should provide advanced notice of a charge to a credit card, so that the consumer has the choice to renew or not.

Desired Settlement: Credit of $16.29 for unauthorized charge

Business Response:

Complaint number: ********

Consumer name: ****** ******


We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his credit card without his permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program.

Mr. ****** purchased a 3 month auto-renewing paid membership on October 19, 2015. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specificallynotified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged US $15.00 (plus applicable taxes) for each renewal period, and that he could visit the “Account” portion of the website to change that at any time.  Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A copy of the three month membership purchase process is attached for your review.

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”


Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******'s membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website.


The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.


According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged US $15.00 (plus $1.29 tax) on January 19, 2016 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.

According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a refund to Mr. ******'s last membership fee in the amount of US $16.29 on January 26, 2016. Mr. ****** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Mr. ******'s Classmates membership has reverted to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.

I hope this information has successfully resolved Mr. ******'s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,

Tara M******

Sr. IP & Marketing Compliance Manager

Classmates, Inc.

www.classmates.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

1/27/2016 Problems with Product/Service
1/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I do not remember signing up for this membership, however on 12/12 they charged my credit card $59 for a renewal. I contacted them @ 206-301-5900 and spoke w/Jamie, He advised he would cancel the subscription, however, he could not refund the $59 as it was already billed and charged and they don't give back refunds.

Desired Settlement: I just want my money back of $59, My husband is ill and this is a lot of money to me and my family. It was charged to my Credit Card. They refunded me with a dispute, but they took the money back because Classmates told them it was a correct collection of funds.

Business Response:

Complaint number: ********

Consumer name: ***** *******


We are in receipt of the Better Business Bureau Complaint filed by Ms. ******* regarding her claim that Classmates, Inc. (“Classmates”) automatically renewed her membership and charged her credit card without her permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ******* of the Automatic Renewal Program.

Ms. ******* purchased a 2 year auto-renewing paid membership on November 18, 2013. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ******* was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the “Account” portion of the website to change that at any time.  Ms. ******* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly thereafter, Ms. ******* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *******'s membership registration number, the amount Ms. ******* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.

Ms. ******* received an email renewal notification reminder on October 9, 2015 to the email address associated to her account reminding her that her membership would automatically in unless she changed her automatic renewal status. According to our records, Ms. ******* did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $59.00 on December 11, 2015, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.

One December 16, 2015 Ms. ******* initiated a chargeback proceeding with her financial institution.  Mastercard subsequently ruled the charge valid and denied Ms. *******’s request for a refund.  On January 7, 2016 Ms. ******* contacted the Classmates Member Care Department via telephone.  The Member Care Representative explained the automatic renewal program and the Classmates no refund policy.

As stated above, per the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a refund to Ms. ******* in the amount of $59.00 via check on January 14, 2016. Ms. ******* will receive the check at the address listed in her complaint within the next 3 weeks. Ms. *******’s membership has now converted to a free, basic membership. However, if she would like to cancel this membership she can use the following link to remove herself from the website:
https://secure.classmates.com/auth/removemember.

I hope this information has successfully resolved Ms. *******'s complaint. Should your office or Ms. ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,

Tara M******

Sr. IP & Marketing Compliance Manager

Classmates, Inc.

www.classmates.com

1/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am unable to speak to someone to cancel my membership. They continue to bill me $15.00

Desired Settlement: to have no further dealings with this company

Business Response:

Complaint number: ********

Consumer name: **** *******

We are in receipt of the Better Business Bureau Complaint filed by Ms. ******* regarding her claim that Classmates, Inc. (“Classmates”) automatically renewed her membership and charged her credit card without her permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ******* of the Automatic Renewal Program.

Ms. ******* purchased a 3 month auto-renewing membership on July 4, 2015. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ******* was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $15.00 for each renewal, and that she could visit the “Account” portion of the website to change that at any time.  Ms. ******* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly thereafter, Ms. ******* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ********* membership registration number, the amount Ms. ******* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.

According to our records, Ms. ******* did not contact us at any time to request cancellation of her paid membership nor did she opt out of the automatic renewal program.  Therefore, her membership was renewed for an additional term and her credit card was charged $15.00 on October 4, 2015 and every three months thereafter, in accordance with the disclosures and the Terms of Service that she agreed to during her purchase.

In addition to the instructions provided in the Terms of Service, information on how to cancel paid memberships can be found under “10. How do I cancel my membership” in the FAQ section of the main Classmates Help page. By clicking on this link, free and paid Classmates members are provided with information on how to cancel their membership based on their membership type.  If members need additional assistance, a hyperlink to contact the Classmates Member Care Department is provided.  Once a paid member clicks on the hyperlink they are taken to an email text box with the topic and subject lines pre-selected to “Billing” and “Cancel my membership” along with a free form text field to provide additional information.

Since Classmates is an online business, our preferable means of communication with our members is through email, which is available 24/7.  Additional links to contact the Member Care Department can be found throughout the Classmates Help section, the Privacy Policy, as well as in the Terms of Service. In addition, our phone number is listed on credit card billing statements and publicly in the phone book, the BBB website, a Google search and on the public whois information for Classmates.com.  Our telephone hours are 8:00 am to 5:00 pm PST. According to our records, Classmates has not received any prior communication from Ms. ****** regarding the status of her membership.

According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a refund to Ms. ******* in the amount of $15.00 on January 12, 2016. Ms. ******* should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Per her request, I have also removed her membership from the Classmates website and closed her Classmates account. Ms. ******* may still receive residual emails for up to 10 days.  Residual emails are emails already scheduled to be delivered in our email system.  She should feel free to disregard these emails.


This information should successfully resolve Ms. ********* complaint. If your office or Ms. ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,

Tara M******

Sr. IP & Marketing Compliance Manager

Classmates, Inc.

www.classmates.com

1/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was informed by my credit card company that my membership to classmates .com was automatically renewed today. I contacted classmates .com immediately and told them I did not want my membership renewed and would like my money back. They replied that they do not refund money and sent me a link to how I could cancel automatic renewal for next year. I told them I don't want it now and they did not inform me of the upcoming renewal. They repled it was in the original terms of service. It probably is, but I don't know of anyone who reads pages of TOS when signing up for memberships like these. I have never had a problem with any company when I told them I wanted to cancel and asked for a refund. If anything they they would prorate the amount of days since the renewal and refund the rest. I tried to initiate a dispute with my credit card company but the charge is new and marked pending and they can't do anything until it is completed. At that time I will dispute the charge. I can only conclude that this company is in dire financial straits to have such a policy as this. There was no warning that the membership was coming up for renewal. Since I see most complaints against this company are for billing and collection issues, obviously I'm not the first to complain.

Desired Settlement: I would like my membership cancelled and my money refunded.

Business Response:

Complaint #: ********

Consumer Name:  ***** ******

 

We are in receipt of the complaint filed by Mr. ****** regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his credit card without his permission.

Classmates provides information in several locations on its website and within the paid membership registration process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program.

Mr. ****** has had three paid memberships on the Classmates website since he first registered on May 29, 2000. Mr. ****** purchased his first membership on December 4, 2009.  This 1 year paid membership automatically renewed until Mr. ****** placed the membership in manual renewal status in 2010. Mr. ****** purchased his second paid membership, a 3 membership term, on December 20, 2012. Mr. ****** changed the renewal status to manual and this membership lapsed on March 20, 2013.  Mr. ****** purchased his third paid membership, a 2 year 50% discounted membership, on January 6, 2014. A copy of Mr. ******’s membership record is attached for your review.

On the payment information page of each paid membership purchase process, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then full standard price for each renewal, and that he could visit the “Account” portion of the website to change his renewal options at any time.  Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A copy of the discounted 2 year paid membership purchase page is attached for your review.

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly after each of his membership purchases Mr. ****** would have received a paid membership confirmation email to the email address associated with his account. The emails contained Mr. ******'s membership registration number, his renewal dates, the amount Mr. ****** paid for each of his paid memberships and a link to his "Account" settings.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the upper right hand corner of the webpage under the settings icon drop down menu. Once a member logs in to "Account," they will see a "Membership Information" section listed at the top center of the page. Underneath this header, the Membership Type, Expiration Date and Renewal Option are listed. By clicking the listed hyperlinked renewal option choice, members can change their renewal option from automatic to manual.

According to the Classmates Terms of Service, Classmates has a no refund policy. Despite the fact that Mr. ****** is well aware of the Classmates automatic renewal policy from his past purchases, I have provided Mr. ****** with a refund on January 7, 2016 in the amount of $59.00 as a customer courtesy. Mr. ****** should note this refund in his account within 30 to 60 days depending on his financial institution’s billing cycle.  His membership has converted to a free basic membership. Should Mr. ****** choose to purchase any future paid memberships, he will need to change his membership settings found in the "Account" section on the Classmates website after he has completed his purchase.

I hope this information has successfully resolved Mr. ******'s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact us at consumerreports@classmates.com.

Sincerely,

 

Tara M******

Sr. IP & Marketing Compliance Manager

Classmates, Inc.

www.classmates.com

 

1/6/2016 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to get Classmates.com to stop emailing me unsolicited advertisements for *years*, unsubscribing through their web site AND trying to get their customer service agents to unsubscribe me as well. Most recently, on 26 March and 8 May of this year, their customer service agents promised to remove me from their advertisements permanently, but they never did. Today I received another advertisement from them. Even now, when I click "unsubscribe" in their email, the page I get tells me I'm already unsubscribed... which means that Classmates is NOT HONORING my unsubscribe requests! I continue to receive advertisements from them, when their own web site indicates that I HAVE requested NOT to. They are willfully disregarding my wishes and continuing to send me their irritating spam, and they either CAN'T or WON'T stop.

Desired Settlement: I want them NEVER TO EMAIL ME ANOTHER AD EVER AGAIN. Moreover, I want them to figure out WHY their system continues to email me despite their KNOWING that I don't want to be contacted and their assurances ON TWO OCCASIONS this year that I would not be emailed again. Their assurances thusfar have been baldfaced lies, or they have some technical problem that is preventing them from adhering to my wishes. In either case, they MUST investigate the CAUSE of the advertisement I received today, EXPLAIN why I got it despite having allegedly been unsubscribed, and NEVER, EVER DO IT AGAIN.

Business Response:

Consumer Complaint No.: ********

Consumer: ******* *******

We are in receipt of the above referenced complaint filed by Mr. ******* in connection with emails he receives from Classmates, Inc. (“Classmates”).

 

According to our records, Mr. ******* had two free memberships on the Classmates website.  Registration number ********** was deleted on or about May 7, 2015.  Mr. ******* emailed the Classmates Member Care Department on December 28, 2015 regarding email he was still receiving even though he had deleted his account. At that time, the representative found a duplicate account under registration number 470755.  Per Mr. *******’s request, we have deleted this account as well. 

Mr. ******* should note that he may continue to receive residual emails for up to 10 days.  Residual emails are emails already scheduled to be sent in our email delivery queue.  He should feel free to disregard these emails.

I hope this information has successfully resolved Mr. *******’s complaint. Should your office or Mr. ******* have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.


Sincerely,

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.

 

12/31/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have two charges from Classmates, Inc.; one on 9/15/2015 for $7.95 and the second on 12/15/2015 for $15. I have no idea who this company is and who they represent. Why can they just charge my account when they want? 09/15/2015 Show additional information for activity type debit cards -7.50 CHECKCARD 0914 CLASSMATES, INC. 206-301-5900 WA...

Desired Settlement: I want the two charges credit to my account and no action showing on my credit report; and I never, ever, ever want them to touch my account or contact me in any way. 12/15/2015 Cleared. Select to mark activity type debit cards -15.00 CHECKCARD 1214 CLASSMATES, INC. 206-301-5900 WA... as Reconciled 09/15/2015 Show additional information for activity type debit cards -7.50 CHECKCARD 0914 CLASSMATES, INC. 206-301-5900 WA... Cleared. Select to mark activity type debit cards -7.50 CHECKCARD 0914 CLASSMATES, INC. 206-301-5900 WA... as Reconciled -7.50

Business Response:

Complaint number: ********

Consumer name: ***** *****


We are in receipt of the Better Business Bureau Complaint filed by Ms. ***** regarding her claim that she is unaware of who Classmates.com is (“Classmates’) and that we charged her account without her permission.

Ms. ***** created a Classmates membership on February 19, 2010. A copy of her membership record and activity is attached for your review.

On September 13, 2015, Ms. ***** purchased a discounted 3 month auto-renewing paid membership for $7.50. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $15.00 for each renewal, and that she could visit the “Account” portion of the website to change that at any time.  Ms. ***** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly thereafter, Ms. ***** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *****'s membership registration number, the amount Ms. ***** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.

According to our records, Ms. ***** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on December 13, 2015, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.

According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded Ms. *****'s membership in the amount of $15.00 on December 23, 2015. Ms. ***** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember.

I hope this information has successfully resolved Ms. *****'s complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.

Sincerely,

Tara M******

Sr. IP & Marketing Compliance Manager

Classmates, Inc.

www.classmates.com

12/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Classmates.com billed me $59 for a membership they say I purchased. I don not recall authorizing them to renew my membership. I have contacted Classmates.com via email, and they sent a form letter, stating I could set my profile to not renew after this newly-paid membership is up. I did not agree to the membership, and wish a refund from them for $59.00.

Desired Settlement: I would like a refund of the charge on my credit card they billed.

Business Response:

Complaint #: ********

Consumer Name:  ******* *******

We are in receipt of the complaint filed by Mr. ******* regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his credit card without his permission.

Classmates provides information in several locations on its website and within the paid membership registration process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ******* of the Automatic Renewal Program.

Mr. ******* has had four paid memberships on the Classmates website since he first registered on April 28, 2000.  Mr. ******* purchased his first membership on January 13, 2003.  This 1 year paid membership lapsed in January 2004 and Mr. ******* purchased a second 1 year paid membership on March 9, 2004.  This membership automatically renewed annually until Mr. ******* placed the membership in manual renewal status in 2008. Mr. ******* purchased his third 1 year paid membership on March 4, 2009.  This membership automatically renewed annually until 2011 when Mr. ******* changed the renewal status to manual.  Mr. ******* purchased his fourth paid membership, a 2 year 50% discounted membership, on December 15, 2013. A copy of Mr. *******’s membership record is attached for your review.

On the payment information page of each paid membership purchase process, Mr. ******* was notified that his membership would automatically renew unless he changed his membership type to manual which could be located in the “Account” section of the website and that his membership would renew to the then full standard price. Prior to completing his purchases, Mr. ******* was presented language that stated by clicking the Submit or Purchase button below to purchase his paid membership he agreed to the Terms of Service and Privacy Policy, along with a hyperlinks to each. A copy of the discounted 2 year paid membership purchase page is attached for your review.

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly after each of his membership purchases Mr. ******* would have received a paid membership confirmation email to the email address associated with his account. The emails contained Mr. *******'s membership registration number, his renewal dates, the amount Mr. ******* paid for each of his paid memberships and a link to his "Account" settings.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the upper right hand corner of the webpage under the settings icon drop down menu. Once a member logs in to "Account," they will see a "Membership Information" section listed at the top center of the page. Underneath this header, the Membership Type, Expiration Date and Renewal Option are listed. By clicking the listed hyperlinked renewal option choice, members can change their renewal option from automatic to manual.

On November 5, 2015, 30 days prior to his membership renewal date, Classmates emailed Mr. ******* and reminded him that his membership would renew.  According to our records, Mr. ******* did not opt out of the automatic renewal program in and his membership was renewed for an additional term and his credit card was charged the standard, full price 2 year membership fee of $59.00 on December 15, 2015, per our Terms of Service that he agreed to during his purchase.

According to the Classmates Terms of Service, Classmates has a no refund policy. Despite the fact that Mr. ******* was provided an email renewal reminder in advance and that he should be well aware of the Classmates automatic renewal policy from his past purchases, a Classmates Member Care Representative provided Mr. ****** with a pro-rated refund on December 21, 2015 in the amount of $58.52 as a customer courtesy. Mr. ******* should note this refund in his account within 30 to 60 days depending on his financial institution’s billing cycle.  His membership has converted to a free basic membership. Should Mr. ******* choose to purchase any future paid memberships, he will need to change his membership settings found in the "Account" section on the Classmates website after he has completed his purchase.

I hope this information has successfully resolved Mr. *******'s complaint. Should your office or Mr. ******* have any questions or need additional information, please feel free to contact us at ***************@classmates.com.

Sincerely,

Tara M******

Sr. IP & Marketing Compliance Manager

Classmates, Inc.

www.classmates.com

 

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *******

12/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: lassMates.com harassing me with spam e-mails.

Desired Settlement: Quit spamming me!

Business Response:

Consumer Complaint No.: ********
Consumer: ***** ********

We are in receipt of the above referenced complaint filed by Mr. ******** in connection with the email subscriptions he receives from Classmates, Inc. (“Classmates”) as part of his membership with the Classmates service.  

The “Communications From Us” section of the Classmates Privacy Policy, which Mr. ******** agreed to when he completed his registration on the Classmates website, describes the types of emails Classmates members will receive and how they can change their email preferences on the website. Specifically, it says

“As a member of the Services, you will receive our customary business communications (e.g., emails facilitating, completing or confirming your registration, upgrade or other transaction, providing you notice of new or updated products or features, alerting you to member-to-member communications or other member activity relating to your membership, or other administrative messages). We may also send certain "welcome" messages that are informational and provide useful details about your membership or product usage instructions when you sign up for a membership or begin using a particular service. In addition, upon registration you may be automatically enrolled in one or more of our regularly recurring email subscription programs. You may also choose to participate in other email subscription programs that we may make available to you. We also may send you communications regarding special offers or other promotional material for our products or Services or those of our affiliated companies or advertisers. We may send all of these communications to the primary email address that you provide to us, any secondary email address that you may have provided to us if we have determined that your primary email address appears to no longer be valid or otherwise functioning properly, or any email address that we receive as described in Section 1(b) or 1(l). We may also send these communications to your inbox on the Services.

While we reserve the right to send you our customary business communications, "welcome" messages and other transactional emails without offering you the opportunity to opt out of receiving them, we do provide you with the opportunity to select whether or not you wish to continue to receive our subscription-based or commercial emails. Each subscription-based email communication from us contains instructions on how you can remove yourself from the mailing list for that specific email subscription program, and each commercial email contains instructions on how you can opt out of receiving further commercial emails from us. Except for schoolFeed subscription based emails (which contain unsubscribe links within the emails themselves), you can also update your email preferences by logging onto the "Account" section on the Services. Please keep in mind that any changes that you make to your email preferences may take up to ten (10) business days to process and that each subscription-based email and all commercial emails have their own separate opt-out processes. If you have questions about changing your email preferences, please visit the Help section on the Services.”

Members can also find information on how to unsubscribe from any of Classmates’ optional email subscriptions in Item 9 of the Frequently Asked Questions section in the Classmates Help Center:

1.  At the top right corner of any Classmates page, click the gear icon and select Account.

2. Click Email Subscriptions.

3.  Check or uncheck the Subscribe box below any subscription.

4.  Click Save my settings at the bottom of the page.

Alternatively, members can also find a link to update their email preferences at the bottom of each email they receive from Classmates, with the exception of customary emails which Classmates members are required to receive in connection with updates to their account or to announce improvements to the Classmates site.

For Mr. ********’s ease, I have unsubscribed him from any remaining optional emails from Classmates.  However, Mr. ******** should keep in mind that he may continue to receive residual emails for up to 10 days.  Residual emails are emails already scheduled to be sent in our email delivery queue.  He should feel free to disregard these emails.

I hope this information has successfully resolved Mr. ********’s complaint. Should your office or Mr. ******** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.


Sincerely,

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.

12/10/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My MC was billed on November 4, 2015 in the amount of $79.61 Cdn by Classmates, Inc. They did not contact me in advance to tell me that they would be doing this. If they had, I would not have given my permission for them to do so. I have been receiving emails from them about members of my old high school but have lost interest in the last few years. I do not wish to receive any further material from Classmates, Inc. I contacted them shortly after receiving my bill and they told me I had been on "automatic" renewal, something I was not aware of. I would like them to credit my account for $79.61 Cdn. Thank you.

Desired Settlement: I would like Classmates, Inc. to credit my account for $79.61 Cdn. and not to contact me any more. I would also like them to inform their subscribers about this "automatic" renewal. They should ask for renewals and advise people the amount they would be paying for this.

Business Response: Complaint number: ********
Consumer name: ********* *****

We are in receipt of the Better Business Bureau Complaint filed by Ms. ***** regarding her claim that Classmates, Inc. (“Classmates”) automatically renewed her membership and charged her credit card without her permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ***** of the Automatic Renewal Program.

Ms. ***** purchased a 2 year auto-renewing paid membership on September November 3, 2011. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current price for each renewal, and that she could visit the “Account” portion of the website to change that at any time.  Ms. ***** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly thereafter, Ms. ***** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *****'s membership registration number, the amount Ms. ***** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.

According to our records, Ms. ***** did not opt out of the automatic renewal program so her membership was renewed for an additional term and her credit card was charged $59.00US on November 3, 2013, and every two years thereafter, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.

According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, we have refunded Ms. *****'s membership in the amount of $59.00US on December 9, 2015. Ms. ***** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Ms. *****’s Classmates membership has reverted to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the Classmates website: https://secure.classmates.com/auth/removemember.

I hope this information has successfully resolved Ms. *****'s complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.

Sincerely,


Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

********* *****

12/2/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a reduced price 1 year membership. I received an email saying that the membership was coming up for renewal. I didn't respond because I thought like most trial memberships it would automatically cancel if I didn't make the payment. Today I saw a pending payment from them and went to the account settings and saw that it was set for automatic renewal. There's no way I would have agreed to that, much less forgotten if I had known. I contacted them by email and live chat requesting they cancel my membership and stop the pending transaction. I received a reply saying that since I had changed the account setting s from automatic renewal that I wouldn't be charged for renewal. So I went back to account settings and saw that they had already applied the payment to my membership and extended it to 2016. I went to live chat and the guy basically said that he couldn't refund my money. So I told him my bank would stop the payment if they provided an authorization code. He gave a line about me authorizing automatic renewal and there was a no refund policy. My bank called and did a 3-way and I was told again that there was a no refund policy. So I told the representative that I would contact the BBB and hung up. I never accept offers that tell me they're putting an automatic renewal on my account because I travel out of the country a lot and might not remember to cancel. The bottom line is that these businesses put so much verbiage in their terms of service that no one is going to take the to read all of that.

Desired Settlement: They redeposit the money into my bank account.

Business Response: Complaint number: ********
Consumer name:  ****** *******

We are in receipt of the Better Business Bureau Complaint filed by Mr. ******* regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his credit card without his permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ******* of the Automatic Renewal Program.

Mr. ******* purchased a 1 year auto-renewing paid membership on November 24, 2014.  On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ******* was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged $39.00 for each renewal, and that he could visit the “Account” portion of the website to change that at any time.  Mr. ******* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).  A copy of the one year paid membership purchase process is attached for your review.

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly thereafter, Mr. ******* would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ********* membership registration number, the amount Mr. ******* paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.

On October 15, 2015, Mr. ******* was notified via an automatic renewal reminder email that “Pursuant to our Terms of Service, your annual Classmates+ membership will automatically renew unless you cancel before November 24, 2015.  If you want to cancel your subscription, log into your account before the end of your current term, go the Account & Billing section of your account settings and follow the prompts” with hyperlinks to both the Terms of Service and to the Account section on the Classmates website.  

According to our records, Mr. ******* did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $39.00 on November 24, 2015, in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.

Mr. ******* contacted the Classmates Member Care Department on November 24 via telephone and on our onsite chat feature.  During the telephone conference the Member Care Representative changed his automatic renewal status to manual on his behalf and explained the no refund policy as stated in the Classmates Terms of Service. During the chat session a second Classmates Member Care Representative confirmed Mr. McClure’s account had been updated to manual renewal status and reaffirmed the no refund policy, at which point Mr. ******* became verbally abusive and disconnected from the chat.

As stated in the Classmates Terms of Service, Classmates has a no refund policy, however, as a matter of customer courtesy, I have provided a refund to Mr. ********* in the amount of $39.00 on December 1, 2015. Mr. ******* should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle.  His Classmates membership is now a free, basic membership.  If he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.

I hope this information has successfully resolved Mr. ********* complaint. Should your office or Mr. ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,


Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will gladly close the membership upon notice, by my bank, that a refund has been received. Thank you for your assistance in this matter. I will be more attentive to the terms of trial offers in the future.

Sincerely,

****** *******

11/27/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Well, I joined Classmates.com by sending them a three month subscription fee and it supposedly took effect 17 NOV 2015. I logged on to the site and I get absolutely anything I was promised by the agent who had talked to me several times. They offer a free type subscription and I had used that until my subscription took effect again on the 17th of this month. I get absolutely no additional services at all, and when it asks if I do, the prices show up and they want more money than I have already given them. I called them this morning (The 17th) and talked to a man, apparently an agent and all he told me was that I was subscribed three times with the same ID, etc. He told me that that is the way their system works and he could help me no more. These people are a scam and do not give me what they pay for. I click on pictures of Classmates and it does nothing at all and at times it shuts me off (I do not know why) and I have to start again. A lot of times it asks for my EMail address then tells me I am already logged in then it tells me I'm not.

Desired Settlement: I sent them money for things as promised and again I got nothing new, just the same free service they offered and the representative was of no use whatsoever. I want this fixed and the BBB to post my complaints so that others won't fall for this.

Business Response: Complaint number: ********
Consumer name: ****** ********

We are in receipt of the Better Business Bureau Complaint filed by Mr. ******** regarding his claim that Classmates, Inc. (“Classmates”) failed to provide him with paid membership benefits.

According to our records, Mr. ******** has created four separate accounts on the Classmates website using four different email addresses.  Three of the four memberships were free basic accounts and the fourth is a paid account:

Registration Number ***********: This free membership was created on March 31, 2004, using the email address **********************. Per Mr. ********’s request, this membership was deleted on November 18, 2015 during a telephone call between Mr. ******** and a Classmates Member Care Representative.    

Registration Number **********:  This free membership was created on July 11, 2008, with the email address ********.******************* Per Mr. ********’s request, this membership was deleted on November 18, 2015 during a telephone call between Mr. ******** and a Classmates Member Care Representative.    

Registration Number **********: This free membership was created on July 26, 2008, with the email address ****************************.  Per Mr. ********’s request, this membership was deleted on November 18, 2015 during a telephone call between Mr. ******** and a Classmates Member Care Representative.    

Registration Number ***********: This free membership was created on July 10, 2009, with the email address ***************************** Mr. ******** sent Classmates a check to purchase a three month membership and his paid membership benefits began on November 17, 2015.  According to our records, Mr. ******** utilized his paid benefits on November 17 and 18 by viewing his list of profile visits and sending multiple Classmates Emails which the recipients can read without having to purchase a paid membership. Mr. ********’s paid membership is currently in a manual renewal state and will revert to a free basic membership on February 17, 2016.

On November 18, 2015, Mr. ******** contacted the Classmates Member Care Department via telephone.  Mr. ******** was notified that he had multiple free Classmates accounts and one paid membership.  Per his request, the representative deleted the duplicate registrations and removed them from the website.  His only remaining active membership on the Classmates website is the paid membership under registration number **********.  Mr. ******** should now be able to utilize all of his paid member benefits without accidentally logging in to his previous free accounts. 

This information should successfully resolve Mr. ********'s complaint and we hope that he will continue being a valued Classmates member. Should your office or Mr. ******** have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,


Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

11/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have been trying to have my account cancelled and have written Classmates.com numerous times during the past several days to have this done. I have a remainder of a paid subscription left but do not want it. In fact, I do not want an account with this company paid or free at all. I have written them seven times during the past week to have my account and credit card data removed. They continue to send me the same computer generated response, which does not resolve the issue. I reply to their response and still have yet to actually have the account deleted. It has become very frustrating. I do not understand why they will not just cancel the account. I am not asking for a refund, just a cancellation.

Desired Settlement: I would like Classmates.com to send confirmation that they have deleted my account and credit card information from their database. I do not wish to be a member and do not want their service.

Business Response: Complaint number: ********
Consumer name: ***** *******
Registration No.: *********

We are in receipt of the BBB Complaint filed by Ms. *******.

Per her request, a Classmates Member Care Representative removed Ms. *******' Classmates.com membership on November 10, 2015. Ms. ******* may still continue to receive residual emails from Classmates for up to 10 days.  Residual emails are emails that are already scheduled to be sent to our members in our email delivery system. She should feel free to disregard these emails.

I hope this information has successfully resolved Ms. *******’ complaint. Should your office or Ms. ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

11/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I've never done any type of business with this company. In fact never heard of before seeing unauthorized withdrawal on my bank statement,September this year, with other fraudulent unauthorized debits. Apparently, from information I obtained from my bank's Security Dept. Lost/Stolen Bank Cards~my card info was stolen from ATM rigged with device"skimmer card" which allows all debit card numbers/pins of anyone using that ATM, revealed to thief of skimming card. During period of time this company withdrew funds from my account I was in California at my brother's home. When I called bank to report my card information stolen, the bank had already shut down my card because the suspicious spending activity occurring. All the other businesses that withdrew funds from my account have reversed charges, reimbursing my account. Except for this company here. After how difficult they make it to access on Internet a email address, contact person related to this company, I finally found their information & sent an email. Their phone info is bogus no one ever answers to phone number they posted. I haven't had any response to my emails. All the hunting is how I found out this Inc. is actually owned by the company ********. Seeing all the many many complaints of others regarding their practice of withdrawing funds from people who didn't sign up for their services & the hard lengthy process still trying to get their money back. Sends up a red flag. I've did an affidavit filed with my bank regarding this company. Never authorized funds they withdrew. Nor did I contact for any services what so ever. Bank sent this information to the company at this location which is one in the same taking my money in September. Still haven't received any communication from them. This is a immoral way of shady practice being done to people. Same pattern all over Internet of failure to contact people. The same people unsuccessful to date getting money back.They've been trying for months and months.

Desired Settlement: This company contact me and all others that they have refunded my money back into my bank account. Make public company email address for public to contact. Remove the phone numbers no one ever answers. Do business honestly and morally. The BBB NOT GIVE THEM A GOOD RATING WHEN THEY HAVE SO MANY ISSUES WITH CUSTOMERS TO RESOLVE. UNTIL THE MONEY IN THE LAWSUITS IS DISPERSED TO ALL PERSONS ENTITLED, IT DOES NOT MAKE COMMON SENSE THAT YOU WOULD GIVE THEM GOOD RATING OF DOING BUSINESS. THIS SHOULD BE GIVEN ONLY AFTER ALL THEIR OBLIGATIONS ARE FULFILLED ACCORDINGLY BY WHAT THE COURT ORDERED. THEM GETTING KUDOS FROM YOU AT THIS STAGE DOESN'T ENFORCE CORRECTING ANYTHING. IF ANYTHING THEY HAVE MADE THE BBB THEIR LAUGHING STOCK.

Business Response: Complaint number: ********
Consumer name:  ***** *****

We are in receipt of the Better Business Bureau Complaint filed by Ms. ***** regarding her claim that her credit card information was stolen and used to purchase a membership on Classmates, Inc.’s (“Classmates”) website.

Unfortunately, Ms. ***** has failed to provide me with any information in order to locate and reverse the fraudulent charge.  If she can provide me with the last four digits of the credit/debit card used and confirm the date of the purchase, we should be able to identify the transaction.

Additionally, to clarify, Classmates, Inc. is not owned by or have any affiliation with ********.  Since Classmates is an online business, our preferable means of communication with the public is through email, which is available 24/7.  Additional links to contact the Member Care Department can be found throughout the Help section, the Privacy Policy, as well as in the Terms of Service, all of which are available on the Classmates.com homepage and do not require a membership to view. In addition, our phone number is listed on credit card billing statements and publicly in the phone book, the BBB website, a Google search and on the public whois information for Classmates.com.  Our telephone hours are 8:00 am to 5:00 pm PST.

I look forward to receiving the additional information from Ms. *****. In the meantime, should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,


Tara M******
*** ** * ********* ********** *******
Classmates, Inc.
www.classmates.com

11/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Classmates,Inc has lodged an unauthorized charge against my **** credit card on 11-2-15. I cancelled my previous membership with Classmates.com over one year ago and received confirmation that I had been removed from their files as requested. On November 2, 2015, a charge of $59.00 showed up on my **** bank card. Email communication with Classmates to remove the charge has resulted in the firm refusing to do so. I have not used the firm's services for over a year, have no use for their services and did not subscribe to them. I am puzzled as to how the firm got my credit card number in the first place since I had used a now expired card to pay for the previous membership. At any rate, the charge is unauthorized and I consider it fraudulent.

Desired Settlement: Reverse an unauthorized charge against my credit card for a paid membership I did not subscribe to or request.

Business Response: Complaint number: ********
Consumer name: ******* ***

We are in receipt of the Better Business Bureau Complaint filed by Mr. *** regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his credit card without his permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. *** of the Automatic Renewal Program.

Mr. *** purchased a 2 year auto-renewing paid membership on November 3, 2013. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. *** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged $59 for each renewal, and that he could visit the “Account” portion of the website to change his status at any time.  Mr. *** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly thereafter, Mr. *** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ***'s membership registration number, the amount Mr. *** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.

According to our records, Mr. *** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $59.00 on November 3, 2015, in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.

According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded Mr. ***'s membership in the amount of $59.00 on November 4, 2015. Mr. *** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. His Classmates membership has reverted to a free, basic membership.

I hope this information has successfully resolved Mr. ***** complaint. Should your office or Mr. *** have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,

Tara M******
*** ** * ********* ********** *******
Classmates, Inc.
www.classmates.com

11/3/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I requested a refund from Classmates.com when my membership automatically renewed a few months ago. I was unaware of signing up for the automatic renewal when I paid for my first year. Classmates.com refused to refund my 2nd year membership fee, so I filed a dispute with my credit card company. It took over 90 days for them to resolve my dispute, and it was resolved in favor of Classmates.com. The company produced documentation of my membership which included the automatic renewal terms, but this company is very sneaky about concealing that part and they hope that people just forget about it, so they can continue to make money from all the hapless, unaware members who just won't take the time to challenge their practices. Maybe this "social" website is beneficial to some of its members, but after using it a couple of times at the beginning of my initial membership, it was not for me. I do not participate in any social websites, but my class was using the Classmates.com site for the upcoming reunion information, so I signed up but never intended for it to be a continuing obligation.

Desired Settlement: Best case resolution would be to pressure the company to refund my 2nd year automatic renewal fee. But I also wanted to publicly file a claim so others are made aware of this business's poor business practices.

Business Response: Complaint number: *********
Consumer name: **** ******

We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his claim that Classmates, Inc. (“Classmates’) automatically renewed his membership and charged his credit card without his authorization.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program.

Mr. ****** purchased a 1 year auto-renewing paid membership on May 25, 2014. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged $39.00 for each renewal, and that he could visit the “Account” portion of the website to change that at any time.  Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).  A copy of the standard 1 year checkout cart is attached for your review.


The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******’s membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.

According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $39.00 on May 25, 2015 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. In July 2015 Mr. ****** contested the membership renewal fee with his credit card company which subsequently ruled in Classmates favor. 

As stated in the Classmates Terms of Service, Classmates has a no refund policy.  I have however; reinstated Mr. ******’s paid membership privileges and removed him from the automatic renewal program.  His membership will revert to a free basic membership in May 2016.

This information should successfully resolve Mr. ******’s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.

Sincerely,


Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

Consumer Response:


Complaint: ********

I am rejecting this response because:

 

Classmates.com has certainly had lots of practice responding to these types of complaints about their auto-renewal program.  I'm sure they can just copy and paste their responses.  I'm obviously not the only one who didn't read the fine print, since there are tons of similar complaints against this company.  They are taking the legal high-road, and their "fine print" backs up their position.  Not much we "little" people can do other than to continue to file complaints so that our voice is heard, and will maybe help others not to fall into their entrapment policies.

 

Obviously, I am not accepting their response and will continue to do all that I can in hopes of forcing them to change either their auto-renewal program or their refund policy.

Sincerely,

**** ******

11/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I bought a temporary membership to Classmates.com for $7.50, which was to be a three month membership. Without my knowledge or approval Classmates.com charged my credit card $15.00 on 9-23-2015 (after the initial membership was over). I called Classmates.com at their phone #************ on 10-23-2015 and spoke with a Representative named "Jamie" and was told that I would have had to "Opt-Out" of Automatic Renewal at the time that I bought the original membership to avoid being charged for further memberships. I did not see the "Opt-Out" notice and I believe that it was not an obvious choice. Jamie insisted that the membership fee is Non-Refundable and he would not relent. I am of the opinion that many people are misled purposely by Classmates.com and that others should be warned to be very careful when purchasing memberships from them.

Desired Settlement: I want a refund of $15.00 to be credited to my credit card which Classmates.com charged to me on 9-23-02015, and for my membership to be cancelled.

Business Response: Complaint number: ********
Consumer name: ****** ******

We are in receipt of the Better Business Bureau Complaint filed by Ms. ****** regarding her claim that Classmates, Inc. (“Classmates”) automatically renewed her membership and charged her credit card without her permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ****** of the Automatic Renewal Program.

Ms. ****** purchased 3 month auto-renewing paid membership on March 23, 2015. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $15.00 for each renewal, and that she could visit the “Account” portion of the website to change that at any time.  Ms. ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A copy of the paid membership purchase page is attached for your review.

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly thereafter, Ms. ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ******'s membership registration number, the amount Ms. ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.

According to our records, Ms. ****** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on June 23, 2015 and every three months thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.


Additionally, Ms. ******’s membership record indicates she has purchased two previous automatically renewing memberships with Classmates, all of which she placed in manual renewing states: a 1 year automatically renewing membership on September 12, 2009 and another 1 year automatically renewing membership on October 4, 2010.

As noted above, Ms. ****** is aware from her previous paid memberships of Classmates’ automatic renewal policy. However, as a matter of customer courtesy, I have provided Ms. ****** with a pro-rated refund in the amount of $9.56 on October 26, 2015. Ms. ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle.  In the meantime, I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember.

Should your office or Ms. ****** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.

Sincerely,


Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

10/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company continues to auto charge a credit account when I have never agreed to an account terms with them. I have cancelled this things so many times and every year a new charge appears, even after I have changed my CC number. This company is in the business of deceit and theft of unsuspecting consumers like myself. I want them to stop charging me for a service that I have not even bothered with in over 10 years. This has to stop.

Desired Settlement: REFUND $39.00 charged to my CC and stop this deceitful business practice. Why has the Attorney General not been able to do something about this company tactics?

Business Response: Case number: ********
Consumer: **** *******

We are in receipt of the Better Business Bureau complaint filed by Mr. *******. According to our records, Mr. ******* created a free basic account on the Classmates website on July 4, 2013 under registration number **********.  This account has never upgraded to a paid membership nor does the email address provided in Mr. *******’s complaint associate to any other account.  A copy of his Classmates membership record is attached for your review.

In order to research Mr. *******’s complaint further, please have him provide the last four digits of the debit or credit card that he states is being charged.  In the meantime, Mr. ******* should consult with other members of his household to determine if they have a paid membership using Mr. *******’s financial information.

Should your office or Mr. ******* have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com.

Sincerely,

Tara M******
Sr. IP & Marketing Compliance Manager
www.classmates.com

10/26/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: JOINED ON A TRIAL BASIS AND WANT TO CANCEL BEFORE THEY EXTEND MY SUBSCRIPTION. THEY GIVE INSTRUCTIONS TO MONITOR YOUR ACCT BUT WHEN YOU FOLLOW THESE YOU ARE RETURNED TO YOUR E-MAIL INBOX PAGE. THERE IS NO "CONTACT US " SITE ON THEIR PAGE SO YOU CAN'T CONTACT THEM. THEY GIVE INFO ON RESET YOUR PASSWORD BUT AGAIN, YOU ARE RETURNED TO YOUR E-MAIL INBOX PAGE. I WANT OUT AND THERE SEEMS TO BE NO WAY TO DO IT!!

Desired Settlement: CANCEL SUBSCRIPTION WITHOUT DELAY AND DON'T TRY TO EXTEND MY SUBSCRIPTION.

Consumer Response:
Better Business Bureau:

 

Contacted classmates and was told my subscription would be cancelled. If this is true, your services are no longer needed. Thank you.

                          *** *******



10/21/2015 Billing/Collection Issues | Complaint Details Unavailable
10/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: THEY SENT ME A MESSAGE CLAIMING THAT I HAD NEW MESSAGES FROM MY HIGH SCHOOL CLASSMATES WHEN IN FACT THERE WAS NO NEW MESSAGES. IN ORDER FOR ME TO VIEW THOSE MESSAGES, I WOULD HAVE TO PAY. SO I PAID AND ONLY TO FIND OUT THAT ALL THOSE MESSAGES WERE OLD MESSAGES AND NO NEW ONES. TO ME, THAT WAS FRAUD ON THEIR PART TO SEND ME SUCH A MESSAGE JUST TO GET MONEY OUT OF ME. SO I WANT THEM TO REFUND ME AT ONCE.

Desired Settlement: JUST REFUND ME $7.50 AND NEVER DO SUCH A THING AGAIN. THAT WAS FALSE ADVERTISING IN MY BOOK.

Business Response: In researching Ms. ******* complaint we found that the emails that Ms. ***** received were reminding her of activity that had taken place in association to her profile.

Classmates sends emails to our members that not only notify them of new activity but periodic reminders of activity that has accumulated throughout the life of their membership.  All of these types of emails contain words such as “don’t forget” or “reminder” to clearly distinguish themselves from emails that notify members of “new” activity. In Ms. ******* case it appears that she received a “Weekly Digest” email providing her with a roll up of activity that had occurred on her membership within the last year. Additionally she received an email acknowledging the expiration of her membership and reminding her of the value of a paid membership with a roll up of the activity that had occurred during the time she was a paid member.

We do apologize for the miscommunication provided by some of our Member Care Team in assisting Ms. ***** with her concerns. Although per our Terms of Service membership fees are non-refundable, our Member Care Team did provide her with a refund of her fees on October 9, 2015.

I hope this information has successfully resolved Ms. ******* complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.

Sincerely,


Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

Consumer Response:
Complaint: ********

I am rejecting this response because:clssmate.com has repeatedly sent emails to me to notify me of new activities when in fact they were all old ones.  i will dig aroun and provide u a copy of it.  in fact i had forwarded to them one of those emails from them and had informed them of the situation already.

Sincerely,

******* *****

10/19/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On May 29 and August 30 of this year, Classmates, without my knowledge and consent, levied charges against my credit card in amounts totaling $22.50. Not a lot of money, but it's the unwarranted charge that's my concern. (I was a member years ago, but also cancelled my membership years ago.) When I became aware of this, I searched their website for a means of contacting Classmates with my complaint, but none was found. Next, I sent them a message through their FaceBook page and did not receive an answer. So I contacted my credit card company and am waiting for them to get back to me. But it's been awhile. I tried to cancel the so-called new membership, but found no way to do that, so I blanked out my credit card information online, hoping that would stop the charges. And... I'll try the BBB and see if Classmates is interested in keeping their A+ rating. A refund would be very welcome.

Desired Settlement: A refund would be very welcome.

Business Response: Complaint number: ********
Consumer name: *** *********



We are in receipt of the Better Business Bureau Complaint filed by Mr. ********* regarding his claim that Classmates, Inc. (“Classmates”) charged his credit card without his knowledge and consent. 


According to our records, Mr. *********** account (registration #**********) is a free basic account.  His last paid membership expired on May 15, 2012 and no new fees have been charged to the credit card ending in **** which is the card associated with his account. A copy of his membership record is attached for his review. 

 
However, while researching this matter, I discovered that another member who has the same last name and zip code as Mr. ********* purchased a 3 month auto-renewing membership on May 27, 2015.  This paid membership used a different credit card than the one associated to Mr. *********** account and it remained in the automatic renewal program and subsequently renewed on August 27, 2015.


Due to Classmates Privacy Policy, I am unable to share specifics with Mr. ********* regarding the registrant of this account. However, it would appear that another member of Mr. *********** household may have purchased this paid membership and the fees identified in his complaint are related to that account.

 
I hope this information has successfully resolved Mr. *********** complaint. Should your office or Mr. ********* have any questions, please feel free to contact me at consumerreports@classmates.com.



Sincerely,

 

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc. 
www.classmates.com

 

 

Consumer Response:
Complaint: ********

I am rejecting this response because:  Well... I don't know if you could call it a rejection.  I appreciate the research Tara has done.  And don't reject her findings.


There are just two members of our household - my wife and I.  And we both use the same credit card, which once was a "****".


The other ********* with a different credit card number she's found, (ours now ends in "3034"),  is probably us.  And we have no idea how Classmates got hold of it.


However, the fact remains that the charges in question were made without our knowledge and consent.  And we would like them reversed.
  

Sincerely,

*** *********

Business Response: Mr. *********, since you are not the listed individual on the second account referenced in my original response, I am unable to take any further action on your behalf due to the Classmates Privacy Policy.   However, if your wife can contact me at consumerreports@classmates.com with her information (such as name, email address, the last four digits of the credit card charged, etc.), I can look into the matter further on her behalf. 

 
Sincerely, 

 
Tara M******
Classmates, Inc.
www.classmates.com


10/8/2015 Billing/Collection Issues | Complaint Details Unavailable
9/29/2015 Billing/Collection Issues | Complaint Details Unavailable
9/29/2015 Billing/Collection Issues
9/29/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I am on an "auto-renewal" and I cancelled my membership in 2007 and they have again invoiced me (through my new debit card - which was never updated with them to begin with). I emailed them 8/16/15 telling them I had cancelled in 2007 and demanded they credit my debit account immediately. They have not, nor have they responded to my email. Here is my email: I cancelled my subscription Called and canceled 8/17/07 @ 5:20p.m. cst by dialing ************** Confirmation of cancellation is #******** Member #: *********** I demand the $59.00 membership fee debited from my bank account (you never had my updated credit card info - not sure how you obtained that) be credited to my bank account. Please do so within 72 hours and confirm to XXX@hotmail.com Emailed to classmates.com @ 12:45pm, cst on August 16,2015

Desired Settlement: classmates.com needs to reimburse my debit account and confirm via email they have done so. I want to then be removed from classmates.com "emailing" list and have no further correspondence from classmates.com.

Business Response: Case number:  ********
Consumer:  ***** ****


We are in receipt of the Better Business Bureau complaint filed by Ms. Kopp.  I am unable to locate any membership matching the email and physical address Ms. **** supplied in her complaint.  Additionally, the ************** number listed in Ms. Kopp’s  complaint is not a Classmates customer service number.  In order to address Ms. ****** complaint, I will need her to provide me with the following information:

     
- The email address she used to register on the Classmates website,

        
- The registration number that is associated to her Classmates account, or

        
- The last four digits of the credit/debit card she claims was used to renew her membership.

 
I look forward to receiving this additional information and addressing Ms. ****** complaint. In the meantime, should your office or Ms. **** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com.


Sincerely,


Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc. 
www.classmates.com

9/29/2015 Billing/Collection Issues | Complaint Details Unavailable
9/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I noticed a $59 charge on my credit card from Classmates.Com. I did not authorize this charge nor do I want to subscribe to this. I contacted the site via a web "chat" as I could not find a phone number. I was told that this was an automatic renewal that I agreed to (I did not) and that I received an e-mail notification telling me that the charge was being made (I did not). I was told the amount was non-refundable and that I agreed to that when I signed up (I would NEVER agree to that!!!). I do not believe this business's actions are ethical.

Business Response: Complaint number: ********
Consumer name: ****** *****



We are in receipt of the Better Business Bureau Complaint filed by Ms. ***** regarding her claim that Classmates, Inc. (“Classmates”) automatically renewed her membership and charged her credit card without her permission.

 

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ***** of the Automatic Renewal Program.


Ms. ***** purchased a 2 year auto-renewing paid membership on September 5, 2013. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the “Account” portion of the website to change that at any time.  Ms. ***** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for
the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”



Shortly thereafter, Ms. ***** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *****'s membership registration number, the amount Ms. ***** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website. 


The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link. 


Ms. ***** received an email renewal notification reminder on July 27, 2015 to the email address associated to her account reminding her that her membership would automatically in September. According to our records, Ms. ***** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $59.00 on September 5, 2015, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.

 

On September 16, 2015 Ms. ***** contacted the Classmates Member Care Department via chat.  The Member Care Representative explained the automatic renewal program and the Classmates no refund policy. 


As stated above, per the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a pro-rated refund to Ms. ***** in the amount of $58.03 on September 17, 2015. Ms. ***** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle.  Ms. *****’s membership has now converted to a free, basic membership. However, if she would like to cancel this membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember.



I hope this information has successfully resolved Ms. *****'s complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.


Sincerely,

 

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

I do believe I am entitled to receive this refund, as I did not receive notification of a renewal as stated by the company.  I frequently get e-mails from them advising me of people who have remembered me on the website, and notices regarding yearbook purchases.  I also check my SPAM daily.  So if this e-mail was received, I would have seen it and not renewed....and certainly not on an automatic renewal basis....and not for 2 years!

I am happy that Classmates.com has agreed to partially refund the amount charged as a customer courtesy.  I have advised them that I would like my credit card information removed from their files and my information deleted from their website. I sincerely wanted to resolve this amicably with the Classmates.com prior to my contacting the Better Business Bureau.


I'd also like to thank the Better Business Bureau for looking into this matter for me. 


Sincerely,

****** *****

9/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My membership auto renewal was processed on 7/22/2015 and payment of $39.00 was automatically taken out from my credit card on that date. However, I never received any notification from Classmates advising that the renewal payment will be coming out. If I knew I would have cancelled my membership. I did cancel my membership as soon as I saw the charge and went into Classmates website to cancel the paid membership on 7/26/2015 and they refused to refund my money.

Desired Settlement: When I cancelled the paid membership I had also cancelled my billing information. I would appreciate it if Classmates can possibly mail me the refund.

Business Response: Complaint number: ********
Consumer name: ****** *********



We are in receipt of the Better Business Bureau Complaint filed by Ms. ********* regarding her claim that Classmates, Inc. (“Classmates”) automatically renewed her membership and charged her credit card without her permission. 
 

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ********* of the Automatic Renewal Program.


Ms. ********* purchased a 1 year auto-renewing paid membership on July 2007. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ********* was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then full price for each renewal and that she could visit the “Account” portion of the website to change her automatic renewal status at any time. Ms. ********* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic
renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”


Shortly thereafter, Ms. ********* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *********** membership registration number, the amount Ms. ********* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website.



The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.



According to our records, Ms. ********* did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $39.00 on July 22, 2008 and every year thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.

 

On July 26, 2015 Ms. ********* emailed the Classmates Member Care Department and requested a cancelation and refund of her most recent membership fees.  A Classmates representative responded to Ms. *********** email explaining the no refund policy and with directions on how to remove herself from the automatic renewal program.  Upon reviewing Ms. *********** membership record in response to this complaint, it does not appear that Ms. ********* has removed herself from the automatic renewal program and her account was still set to renew upon her next membership renewal date.


Per the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a refund to Ms. *********** last membership fee on September 8, 2015 in the amount of $39.00.  Ms. ********* should  note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle.  Her Classmates membership is now a free, basic membership.  If she would like to cancel her free membership she can use the following link to
remove herself from the website: https://secure.classmates.com/auth/removemember.  


I hope this information has successfully resolved Ms. *********** complaint. Should your office or Ms. ********* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. 


Sincerely,

 
Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc. 
www.classmates.com

 

 

9/11/2015 Billing/Collection Issues | Complaint Details Unavailable
9/4/2015 Billing/Collection Issues | Complaint Details Unavailable
9/2/2015 Billing/Collection Issues | Complaint Details Unavailable
8/20/2015 Billing/Collection Issues | Complaint Details Unavailable
8/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: On the day my membership was to auto-renew, I switched the setting to have it not auto-renew. It appeared that the payment had not yet cleared ******. Apparently, as I was changing the information, it did clear. I contacted classmates.com and asked to have the payment reversed. I got a stock response, as though I was simply canceling my membership, getting instructions on how to make sure I didn't auto-pay when it was up for renewal next. I sent a message indicating that they had not addressed my problem. I followed up with another email. I have heard nothing and the membership is still in effect. I understand that this is in good part my fault for not changing the auto-renew setting sooner, but I am very unhappy that I have received no direct response from classmates.com to my repeated requests.

Desired Settlement: At best, I would like to have my membership fee refunded. Though I have not used the website since the renewal went into effect, I would not mind if the refund was pro-rated. At the very least, I would like an acknowledgment from the business that they have received my inquiries/requests and some explanation as to why they have been ignored.

Business Response: Complaint number: ********
Consumer name: ***** ******


We are in receipt of the Better Business Bureau Complaint filed by Ms. *******  


According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a pro-rated refund to Ms. ****** on August 4, 2015 in the amount of $35.80.  Ms. ****** should note this refund on her account within the next several days depending on ******’s internal refund policy. Her Classmates membership has now reverted to a free, basic membership.    


We apologize for the delay in responding to Ms. ****** and we hope she continues being a valued member of the Classmates community.


I hope this information has successfully resolved Ms. ****er's complaint. Should your office or Ms. ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. 


Sincerely,
 

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc. 
www.classmates.com

 

 

8/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They hacked my ****** account and made a unauthorized charge. How did they do this I never gave my ****** info ever.

Desired Settlement: Never charge me again for anything. IT IS NOT AUTHORIZED for them to ever use my information again They have agreed to pay $11,000,000 claim by the State of Washington and 21 other states. And they continue to do this illegal charges to thousands of people across the world. STOP

Business Response: Complaint number: ********
Consumer name: ****** ********



We are in receipt of the Better Business Bureau Complaint filed by Mr. ******** regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his ****** account without his permission. 
 

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ******** of the Automatic Renewal Program.



Mr. ******** registered on the Classmates website on August 24, 2007.  Since his initial registration, Mr. ******** has purchased several fee based memberships.  His last purchase was a 3 month auto-renewing paid membership on May 2, 2015 using his ****** account. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ******** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged US $15.00 for each renewal period, and that he could visit the “Account” portion of the website to change that at any time.  Mr. ******** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for
the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”



Shortly thereafter, Mr. ******** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ********'s membership registration number, the amount Mr. ******** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website. 



The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to
click on the “Turn off automatic renewal” link. 


According to our records, Mr. ******** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his ****** account was charged US $15.00 on August 2, 2015 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.



On August 3, 2015 Mr. ******** disputed his renewal fee directly with ******.  His membership fee was refunded and $15.00 was returned to his ****** account.  Mr. ******** should note this refund in his ****** account. Mr. ********'s Classmates membership has reverted to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.




I hope this information has successfully resolved Mr. ********'s complaint. Should your office or Mr. ******** have any questions or need additional information, please feel free to contact me at ***************@classmates.com.



Sincerely,

 
Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc. 
www.classmates.com

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ********

8/5/2015 Billing/Collection Issues | Complaint Details Unavailable
8/3/2015 Billing/Collection Issues | Complaint Details Unavailable
7/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a three month trial period with classmates.com in April, 2015 and charged $7.50 to my ****** account. I have now received a bill to my ****** account for $15.00 to continue my membership for another three months. I never intended to do any more than the three month trial account. I am requesting that classmates.com refund the $15.00 to my ****** account. I am further requesting that classmates.com cancel my membership and remove me from their email list. I have received much spam over the past three months. I never received anything of value from classmates.com. I had hoped to be able to contact friends that I had attended high school with, but was never able to contact anyone that I knew in high school. I believe that classmates.com is a total rip-off.

Desired Settlement: I request that classmates.com refund $15.00 to my ****** account. I further request that classmates.com remove me from their email and snail mail lists and also refrain from contacting me by telephone at any time in the future. Once I receive my refund, I never want to hear from classmates.com again.

Business Response: Complaint number: ********
Consumer name: ******* *****



We are in receipt of the Better Business Bureau Complaint filed by Mr. *****regarding his claim that Classmates, Inc. (“Classmates”) automatically renewedhis membership and charged his credit card without his permission.
 

Classmates provides clear disclosures within the paid membershipprocess that fee-based memberships will automatically renew. Below, I haveoutlined the process and the various places in which Classmates notified Mr. *****of the Automatic Renewal Program.



Mr. ***** purchased a 3 month auto-renewing paid membership on April 11, 2015.On the payment information page of the paid membership purchase process, priorto completing his purchase, Mr. ***** was specifically notified that hismembership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card wouldbe charged US $15.00 for each renewal period, and that he could visit the “Account” portion of the website to change that at any time.  Mr. ***** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A copy of the checkout page that Mr. ***** saw when he purchased his membership is attached for your review.



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for
the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”


Shortly thereafter, Mr. ***** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. *****'s membership registration number, the amount Mr. ***** paid for his paid  membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website.



The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to
click on the “Turn off automatic renewal” link.



According to our records, Mr. ***** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged US $15.00 on July 11, 2015 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.


According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a refund to Mr. *****'s last membership fee in the amount of US $15.00 on July 14, 2015. Mr. ***** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Per his request, I have deleted Mr. *****’s account and removed his information from the website.  However, he may still continue to receive residual
emails from Classmates for up to 10 days.  Residual emails are emails that are already scheduled to be delivered to our members in our email system.    
 

I hope this information has successfully resolved Mr. *****'s complaint. Should your office or Mr. ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com.



Sincerely,

 

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

7/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I did what their web site said to discontinue my membership. I removed the automatic renewal, I removed my credit card information all before the date of renewal. I checked my credit card statement and they charged me $41.96. How can they charge me when I removed my credit card information? That means they still had my credit card information.

Desired Settlement: I want my money back. I did what they said to do, but they kept my credit card information and still charged me.

Business Response: Complaint number: ********
Consumer name:  ******* ******


We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his credit card without his permission.

 

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program.



Mr. ****** purchased a 1 year auto-renewing paid membership on June 27, 2014.  On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged $39.00 plus applicable tax for each renewal, and that he could visit the “Account” portion of the website to
change that at any time.  Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic
renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”



Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******'s membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website. 


The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to
click on the “Turn off automatic renewal” link. 



Despite Mr. ******’s claims to have removed himself from the Automatic Renewal Program prior to the renewal of his membership term, our records do not indicate that he did so and his credit card was charged $41.96 on June 27, 2015, in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.

 

According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded Mr. ******'s membership in the amount of $41.96 on July 8, 2015. Mr. ****** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle.  His Classmates membership is now a free, basic membership.  If he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.


I hope this information has successfully resolved Mr. ******'s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. 



Sincerely,

 
Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

7/14/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint:

My complaint is that I have been charged $30.00 numerous times for nothing.  The only time I have clicked on an e-mail from Classmtes, Inc. in at least the past two years is to delete it. Yet I continue to be billed.  I have not been able to locate a way to have my name removed from any lists they possess.  I would appreciate any help you are able to give me.

My contact e-mail is  *******@aol.com

My name is     ****** ******

My address is **** ** ****** ******

                       Tucson, AZ  85715

I am currently at my summer home in Pinetop, Az

My phone number in Pinetop is  ************

Thank you,

Business Response: Complaint number: ********
Consumer name: ****** ******



We are in receipt of the Better Business Bureau Complaint filed by Ms. ****** regarding her claim that Classmates, Inc. (“Classmates”) automatically renewed her membership and charged her credit card without his permission.

 

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ****** of the Automatic Renewal Program.



Ms. ****** purchased a 3 month auto-renewing paid membership on March 22, 2013. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the “Account” portion of the website to change that at any time.  Ms. ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length
of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”


Shortly thereafter, Ms. ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ******** membership registration number, the amount Ms. ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website.


The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their  account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link. 


According to our records, Ms. ****** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on June 22, 2013 and every three months thereafter, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. Nor does Classmates have any record of Ms. ****** contacting us requesting a cancellation of her membership prior to her contacting the BBB. 



According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded Ms. ******** last membership fee in the amount of $15.00 on July 8, 2015. Ms. ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember.




I hope this information has successfully resolved Ms. ******** complaint. Should your office or Ms. ****** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.



Sincerely,

 
Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Sincerely,

****** ******

Business Response: Complaint number: ********
Consumer name: ****** ******



We are in receipt of the consumer rebuttal from Ms. ******.  I can confirm that Classmates processed a $15.00 refund to Ms. ******’s debit/credit card which she used to purchase her membership on July 8, 2015.  It is dependent on that financial institutions’ internal refund policy on how soon she will receive the refund for her membership.

 

As noted in our July 8, 2015 response, Classmates provides clear information in several locations on its website and within the Gold membership registration process that fee-based memberships will automatically renew.  The processes and various places in which Classmates notified Ms. ****** of the Automatic Renewal Program were specifically outlined in our previous response.

 

This information should successfully resolve Ms. ******’s complaint.  At this time Classmates considers this matter closed, should the BBB or Ms. ****** have any questions or need additional information related to her courtesy refund, please feel free to contact me at ***************@classmates.com.

 

Sincerely,

 

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** ******

6/9/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had purchased 2 separate 3 month memberships in the past. The first was around 2010 and the second was around 2012 or 2013. Both times, I immediately changed my payment options from auto renew to manual, and was not billed again - until yesterday. Yesterday I received an email from ****** stating that I had authorized a payment of $15 for a 3 month renewal to Classmates. I authorized no such payment and have never used ****** with Classmates.com. I immediately checked my account settings and my payment option was back on auto renew. I had not done this. I suspect that they did an update on their software or server and that this option had been set back to the default auto renewal. That still doesn't explain how they accessed my ****** account details. The 2 credit cards that I'd used previously were both still listed as linked to my account, but neither of these credit cards had ever been charged again. I immediately contacted Classmates support on chat and sent them an email about the problem. Both of their replies were how to change my payment option to manual, and stated that they have a no refund policy. Pointing out that I haven't had a paid membership for over 2 years, and have never used ****** or authorised them to use my ****** account, made no difference to their responses. How can it possibly be a renewal when I haven't made a payment or had a paid account for the last 2+ years?! I consider this outright theft.

Desired Settlement: Refund to my account and confirmation that my Classmates account has been deleted. If any of my bills payments bounce due to this error by Classmates, I expect to be reimbursed for the penalties from my bank and utility provider.

Business Response: Complaint number: ********
Consumer name: ***** *******


We are in receipt of the Better Business Bureau Complaint filed by Mr. ******* regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his ****** account without his permission.

 

Classmates provides clear disclosures within the paid membership process that fee-based  memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ******* of the Automatic Renewal Program.



Mr. ******* has purchased several paid Classmates memberships over the years.  His first was a 1  year membership on April 19, 2010.  Mr. ******* successfully removed himself from the Automatic Renewal Program and his paid membership lapsed the following year.  Mr. ******* purchased a second 1 year membership on July 23, 2011 and again successfully removed himself from automatic renewal and this membership lapsed on July 23, 2012.  Mr. ******* purchased his third and last membership on February 22, 2015. This membership was a 3 month auto-renewing paid membership purchased using a ****** account. On the payment information page of the paid  membership purchase process, prior to completing his purchase, Mr. ******* was  specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his ****** account would be charged US $15.00 for each renewal period, and that he could visit the “Account” portion of the website to change that at  any time.  Mr. ******* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). 



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid
Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless
otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic
renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that
occurred prior to the date of your status change.”



Shortly thereafter, Mr. ******* would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ********* membership registration number, the amount Mr. ******* paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account”
portion of the website.



The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link. 


According to our records, Mr. ******* did not opt out of the automatic renewal program and his membership was renewed for an additional term and his ****** account was charged US $15.00 on May 22, 2015 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. A copy of Mr. ********* membership record as well as a screenshot of the
February 22nd membership purchase using ****** is attached for your review.



According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a refund to Mr. ********* last membership fee in the amount of US $15.00 on May 26, 2015. Mr. ******* should note this refund in his ****** account within the next 30 days depending on PayPal’s refund policy.  In the meantime, Mr. ********* Classmates membership has reverted to a free, basic membership. If he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.

 

I hope this information has successfully resolved Mr. ********* complaint. Should your office or Mr. ******* have any questions or need additional information, please feel free to contact me at
***************@classmates.com.



Sincerely,

 

**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
******************

 

Consumer Response:

 
Complaint: ********

I am rejecting this response because:
Classmates did not  willingly refund my money as they wish to portray. ****** found that my account had been accessed without my permission and knowledge, and refunded the money.

Both my bank and I had checked my bank account records and I stand by my original statements; I had used credit cards for the 2 paid memberships, not Paypal. I never used or linked my ****** account to their site as a payment option . It was not listed  as a payment option when I checked and closed the account.  I purchased 2 separate memberships, the last expired in 2012 without problems. My records show no purchase to classmates in February 2015, and (conveniently) their attachment does not show how this payment was made. I did not renew in February 2015, and the address which was listed on my Classmates account has not been valid since 2013.

Classmates could have saved their reputation with me, and all of this trouble, by simply refunding my money when I first made it clear that I did not pay for another membership and did not want an auto-renewal. I have closed my classmates account, deleted my profile, and changed my ****** account to hopefully avoid this situation in the future. It is clear to me that Classmates' service and policies are a money grab, with no consideration of whether their service is actually wanted or used. Buyer beware!

Sincerely,

***** *******

5/26/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I saw a charge on my credit card for $39. I disputed the claim. The company submitted paperwork to the credit card company and the card re-charged my card. I have tried to call the number provided to determine what this is, how to cancel whatever this is and see exactly what it is. No one answers the phone. This is a scam! I want my $39 refunded immediately

Desired Settlement: Refund and cancel whatever scam this is.

Business Response: Case number:  ********
Consumer:  ****** *****


We are in receipt of the Better Business Bureau complaint filed by Ms. *****.  I am unable to locate a paid membership matching the information Ms. ***** supplied in her complaint.  If she can provide me with the last 4 digits of the debit/credit card she claims was used to purchase our services, I will research this matter further.

 

In the meantime, should your office or Ms. ***** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com.


Sincerely,
 

**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc. 
www.classmates.com

Consumer Response:  
The cc # ends in ****. 

5/25/2015 Advertising/Sales Issues | Complaint Details Unavailable
5/25/2015 Billing/Collection Issues | Complaint Details Unavailable
5/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They process recurring ($39) membership fees from my bank account. I cannot access my supposed account on their website. I have no paperwork. And when I contacted them via Facebook they said I do not have an account with them. I disputed with my bank and they have just said Classmates supplied proper documentation. I cannot access such documentation anywhere. I have no information on this account. I may have been involved with them years ago and my information may have changed since then. I am a 78 year old great grandmother with a bad memory. I live on meager Social Security income and cannot afford these payments.

Desired Settlement: Cancel whatever membership may exist and repay what they have taken from my bank account.

Business Response: Case number:  ********
Consumer:  ***** ******


We are in receipt of the Better Business Bureau complaint filed by Ms. ******. Ms. ****** has a free, basic membership which she created on April 30, 2015,however, I am unable to locate a paid membership matching Ms. ******’s information.  If she can provide me with the last 4 digits of the debit/credit card she claims is being used to purchase our services, I will research this matter further.

 

In the meantime, should your office or Ms. ****** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com.


Sincerely,
 

**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

5/21/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A number of years ago, when Classmates became a subscription service I opted out and unsubscribed from their service. I have not gotten an email ad from them in my regular gmail account. About a year ago, I started getting their ads on my android gmail account. I have tried to unsubscribe by following the instruction on the web page. After the second step the next page just flashes and I am redirected to another ad page for Classmates. They are making it difficult to unsubscribe from their email ads. In the past, when I unsubscribed from other companies email ads, it was very easy. There is no excuse for any online company to make it difficult to unsubscribe an ad.

Desired Settlement: 1. Unsubscribe me. 2. Make the process of unsubscribing easy.

Business Response: Complaint number: ********
Consumer name: *** *********
Registration No.: **********



We are in receipt of the Better Business Bureau complaint filed by Mr. ********* regarding his email subscriptions from Classmates. 
 

According to our records, Mr. ********* registered on the Classmates website on January 25, 2007.  During the course of his membership, Mr. ********* has been a paid subscriber on several occasions but is now currently a free, basic Classmates member.  As such, Mr. ********* still receives several email subscriptions related to his membership on the Classmates website.  In order to limit the amount of email he receives from Classmates, he should click on the “Email Preferences” link within
the footer of a subscription-based email. This will take him to a page on the Classmates website that will describe the types of email Classmates sends and which emails he would like to receive going forward.  He can also update his email preferences by logging into the “Account” section located in the upper right hand page of the Classmates website.

 

On Mr. *********** behalf, I have gone ahead and removed him from all commercial and optional email subscriptions, however, per the Classmates Privacy Policy, which he agreed to upon registration on the Classmates website, he will still continue to receive customary business communications or other administrative emails regarding his Classmates account.  Mr. ********* should note that it may take up to 10 business days to process this change to his account.

 

I hope this information has successfully resolved Mr. Munemitsu's complaint. Should your office or Mr. ********* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. 


Sincerely,

 

**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

******* *********


5/13/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: None of the categories fit the concern. This website created an account and profile for me. I didn't create it. Allegedly, it has now been removed. That hardly resolves the issue of why such a profile and account was every created. In general, this company/website is engaged in severely mass infringement and violations of privacy. They publish information that is not public which they are not authorized to do. They publish yearbooks of schools for which they do not have legal right to publish. And they profit from mass infringement through increased subscriptions, advertising, and illegal re-printing of yearbooks. While the above helps to demonstrate the enormity of irresponsibility of the website, owned by a company of ill repute, the primary issue for me is creation of an account and profile for me without authorization. It's not possible to legitimately close an account on request that I never opened myself or authorized to be open.

Desired Settlement: I would suggest this website think about an appropriate way to resolve this issue of violation against me and expenditure of my time and energy dealing with their customer support --- which has failed to respond for days.

Business Response: BBB Complaint #********
Consumer Name: ******* *******

We are in receipt of the complaint filed by Mr. ******* ******* regarding his concern that Classmates, Inc. created an account and profile for him and questioning whether Classmates has the legal authority to publish school yearbooks on its website.

In regards to the first issue, Classmates does not create accounts or profiles for any individual. Instead, every account listed on the Classmates site was created as a result of an individual completing a registration process, through which he or she provided certain information to Classmates, such as his or her name, email address, school attended, and year of graduation. In the case of Mr. *******, our records show that he originally created an account with Classmates on August 28, 2001, using a "**********" email address. Mr. ******* contacted our Member Care department on December 10, 2014, requesting that his account be deleted, and he was sent a response on December 12, 2014, confirming that his account had been removed from the site.

As to the yearbook issue raised by Mr. *******, the law on this matter is quite clear. Pursuant to Section 405 of the federal Copyright Act, any work that was published before the effective date of the Berne Convention Implementation Act of 1988 (i.e., March 1, 1989) that does not contain a copyright notice and was not registered with the U.S. Copyright Office within five years after publication is not protected by copyright and therefore is in the public domain. None of the yearbooks posted on the Classmates website contain a copyright notice or have a registration on file with the U.S. Copyright Office. Because of the failure to follow these formalities, all yearbooks originally published before March 1, 1989, are in the public domain, such that Classmates is free to use them without any need for permission from their creators.

In regards to yearbooks that were originally published after March 1, 1989, these formalities were not required in order for them to generally be protected under copyright law. However, there are various defenses to claims of copyright infringement, including that a particular use of a copyrighted work is "fair" under Section 107 of the Copyright Act. One of the key factors in making such a determination is whether the use in question is "transformative" (i.e., whether the allegedly infringing work adds something new, with a further purpose, as opposed to merely "superseding" the original work). In this case, the original purpose of each of these yearbooks was to serve as a keepsake for high school students who were attending that specific school at that time. It was purchased by students in hard copy form only and had no market after the year in which it was sold.

In contrast, Classmates provides only digital displays of these yearbooks (Classmates only sells reprints of yearbooks dated before March 1, 1989, and precludes the sale of reprints of yearbooks originally published after this date). Furthermore, Classmates has created a new use of these yearbooks, completely different from their original purpose, by integrating various social networking features directly into the digital copy of the yearbooks. For example, Classmates has used optical character recognition technology to identify names within the Yearbook and tie them to the profiles of its registered members so that users can conduct name searches and view these members' profiles overlaid on top of the yearbook itself by simply hovering over the tagged name (and even send them an email to reconnect with them from within the digital copy of the yearbook). Users also have the ability to tag specific photos within the yearbook (which results in a tie to a member's profile as described above), like or comment on the yearbook or specific pages within the yearbook, and share the yearbook, a specific page from the yearbook, or individually tagged photos on Facebook. As such, Classmates has truly transformed what had previously just been a hard copy of a yearbook collecting dust into a living document that users can interact with to find and reconnect with old friends, which is clearly a use that provides great benefit to the public. The features that Classmates has added to the digital copy of the yearbook have created not only a new kind of use compared to the original purpose of the yearbook, but even a new kind of work - an interactive yearbook.

I hope that this information has successfully resolved Mr. *******' complaint. Should your office or Mr. ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com



Consumer Response: I didn't see an email notification about this case earlier. Please re-open it. I'll presume to take Classmates.com's word for it for now that I allegedly opened an account. What is more likely is faulty process and lack of transparency with account creation. Why they failed to provided this information via my earlier inquiry seems to be without an answer. It's sad to have to file a BBB complaint to get additional information.

Classmates.com has provided false information within their canned legal portion. What they've drafted is a complete "reach" to attempt to justify their business model. It seems their legal team is not very familiar with intellectual property law.

They're labeling of their website activities as constituting a transformative work is completely without merit. It's not even logical. What they claim happens on their website necessitates taking a copyrighted work for which they've not obtained permission and digitizing it. Classmates argues transformation of a work after infringement has already occurred.

They've also failed to take into consideration that compiled works may have copyrights beyond the compilation. Has Classmates.com made full legal inquiries on every single yearbook? These aren't the only issues: I haven't listed all of them. They are numerous.

Classmates makes a statements about the market of a yearbook that is not their right to make. It is without foundation and merely an attempt to misdirect away from the legal violations. Their argument as a defense of their abusive activity becomes an argument against what they're doing. If the alleged expectation for the publishing and original purchasers of a yearbook is as a private keepsake, the expectation would not include that such would be published for the general public worldwide.

Classmates.com has completely failed to respond to the concerns about privacy. Even supposing for a moment there wasn't intellectual property issues, the violations of privacy are atrocious. It's rather indicative, I think, that Classmates didn't even bother to touch on the topic of privacy. Most indicative. And the privacy issues too are quite numerous.

It is great that Classmates uses the example of Facebook as it helps demonstrate their failure. They've pointed to a company that takes intellectual property and privacy seriously. Facebook has measures for a particular user to prevent themselves from being tagged in particular photo, for example. Another difference is that presumably the uploaded photo (user generated content) doesn't violate copyright. At least users are advised against such. Classmates takes works to which they have no legal right, places it online, and then allows their users to tag, etc. as they've described.

The response provided, largely "canned" does nothing to address the underlying issues. Classmates is a predator relying on a presumption that no single individual or school will have the means to take decisive enough legal action against them.

While I appreciate the information that I alleged created an account 14 years ago, I've seen nothing that suggest a step towards resolution. They avoided the issue of privacy; the provide faulty information and presumptions on the legal aspects; their customer support failed to provide information about alleged account creation; and really, if someone hasn't used an account created in 2001, why am I just now hearing about it?

Business Response: Complaint number: ********
Consumer name: ******* *******

We are in receipt of the consumer rebuttal from Mr. *******. Classmates has addressed the creation of Mr. ******** Classmates account, which, per his request, was deleted on December 12, 2014. Additionally, Classmates provided clear information on its practices in connection with its yearbook program in our initial response dated January 13, 2015.

Classmates now considers this matter closed.

Sincerely,

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.


Consumer Response:  
Complaint: ********

I am rejecting this response because because it is false.  They have ignored my questions and concerns.  Their previous response was not clear, and it very telling that they refused response here, to emails, and to my repeated requests to discuss/resolve the issues.

They provided false information on what they do on the site and the legality.  Basically, Classmates.com doesn't want to resolve this issue.  They're violating the privacy and rights of millions of Americans, schools,
and other entities.  They are engaged in massive reckless disregard.  I think they're refusal to respond/address issues further shows they can't actually justify their behavior.  If they truly have nothing to hide, I think they would be interacting further to help explain their position.  Frankly, I am even less impressed with Classmates.com now than before I tried to contact them.

I repeatedly asked them to escalate this to their General Counsel and EVP, and I do so again here now.

There is no way for me to legitimately accept their response when they haven't actually responded to the issues.


Sincerely,

******* *******

5/10/2015 Billing/Collection Issues | Complaint Details Unavailable
5/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company withdrew $59.00 dollars from my bank account with my approval.

Desired Settlement: i Need this refunded into my bank. This could cause serious problems.

Business Response: Case number:  ********
Consumer:  ****** ********

We are in receipt of the Better Business Bureau complaint filed by Mr. Anderson. I have been unable to locate a paid membership matching Mr. **********
information provided in his complaint. 

In order to located Mr. ********** membership, I will need the following information:

- The email address used to register with the website.
- A registration or account number associated with Mr. ********** membership.
- Mr. ********** name as it appears on her class/member list.
- Mr. ********** school affiliation associated with his registration information.
- Mr. ********** graduation year or year(s) attended.
- The last 4 digits of the debit/credit card used to purchase/renew his membership

Should your office or Mr. ******** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com.


Sincerely,

 
**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

Consumer Response:  
Complaint: ********

I am rejecting this response because: If they have non of my information on file and i am not registered in there data base why did they bill me $59.00. I didnot approve of this transaction from my bank and i do not want there services.

Sincerely,

****** ********

Business Response: Case number: ********
Consumer: ****** ********

We are in receipt of the Mr. ********** additional response with the Better Business Bureau. However, until Mr. ******** can supply us, minimally, with the last four digits of the credit card he claims was charged, we are unable to investigate his claims further.


Sincerely,

 

**** *******
Sr. IP & Marketing Compliance Manager
www.classmates.com

 

Consumer Response:  
Complaint: ********

I am rejecting this response because: THE BANK HAS ALREADY CREDITED MY ACCOUNT FOR THE AMOUNT IN QUESTION.

Sincerely,

****** ********

4/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Can sign in to account,can't get a hold of anyone to help.Got in my account one time.

Desired Settlement: close my account

Business Response: Complaint number: ********
Consumer name: ***** ******* *****



We are in receipt of the Better Business Bureau Complaint filed by Mr. ***** regarding his claim that he was unable to log on to the Classmates.com website.
 

According to our records Mr. ***** has made six attempts since March 24th to logon to his membership.  I can confirm that his membership under registration number ********** is associated with the email address listed in this complaint and that he should have received an email from Classmates with a reset link within 15 minutes of requesting his password. Since Mr. ***** has not received his password he should try these steps: 


Check the spam or bulk email folder.
Email from Classmates may have accidentally arrived in his "spam" or "bulk" email folder instead of his inbox, depending on his Yahoo settings.

Add Classmates to the address book/contact list or email "safe list."
He should check with Yahoo to see what steps he can take to make sure Classmates is added to his address book/contact list or his "safe list." His password email will be sent from ***************@accounts.classmates.com.  He should adjust his settings as needed to make sure incoming messages from this specific email address are not blocked.


Additionally, a Classmates Member Care Representative called Mr. ***** on April 2, 2014 and left a voice mail message for Mr. ***** along with a direct number to contact the representative for further assistance.


I hope this information has successfully resolved Mr. Engle's complaint. Should  your office or Mr. ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com.



Sincerely,

 

**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc. 
www.classmates.com

 

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Sincerely,

***** *****

4/23/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last year, after cancelling my membership previously, I accepted their online offer of $19.95 for one year's membership. Recently, after my year expired, I checked my charges from last year and noticed that I'd been charged $39.95. I called them for an explanation, or at least another year of membership, and was told the renewal charge for existing or former members was $39.95. My complaint is about the false advertising used in this situation. The offer was clearly for $19.95, and through the signup process no other amount was mentioned. I would have never signed up for their services for that amount of money.******** *****

Desired Settlement: A refund of $20.

Business Response: Complaint number: ********
Consumer name: ******** *****



We are in receipt of the Better Business Bureau Complaint filed by Mr. ***** regarding his claim that Classmates, Inc. (“Classmates’) automatically renewed his membership in 2014.

 

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ***** of the Automatic Renewal Program.



Mr. ***** purchased a 1 year auto-renewing paid membership on February 25, 2013. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ***** was specifically notified that his
membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged $39.00 for each renewal, and that he could visit the “Account” portion of the website to change that at any time.  Mr. ***** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A copy of Mr. ******* paid membership purchase page is attached for your review.



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,   non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the
Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that
occurred prior to the date of your status change.”

 

Shortly thereafter, Mr. ***** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******* membership registration number, the amount Mr. ***** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website. 



The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.



According to our records, Mr. ***** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $39.00 on February 25, 2014 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.


Mr. ***** successfully changed his automatic renewal status in 2014 and his paid membership benefits expired on February 25, 2015. Mr. ******* membership subsequently converted to a free basic membership once his paid membership expired.  As of April 8, 2015, Mr. ******* membership is still listed as a free basic membership on the Classmates website. 

 

As stated in the Classmates Terms of Service, Classmates has a no refund policy.

 

I hope this information has successfully resolved Mr. ******* complaint. Should your office or Mr. ***** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.



Sincerely,

 
**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc. 
www.classmates.com

 

4/19/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a $100.00 ********* ****** **** ****** 1964 yearbook (I am an Alumni). Two complete student photograph pages are missing from the yearbook. In the back of the book it specifically lists the names of students with names ending between I and J. Both of these pages are missing. The company claims that they are not responsible for missing pages and they will not refund or make an exchange for a complete yearbook. My high school graduate picture is on one of the pages. Had I known beforehand that my own photo page was missing I would not have purchased the book. This Company: classmates or Memory Lane Inc. in Seattle Washington does not make reference to nor declare "missing pages" when they are selling this yearbook over the Internet. I would either like a replacement with a complete book or my money back. I have emailed the company twice, and they have responded with emails of no refunds or exchanges. I wish to file this complaint with the B.B.B. so that other purchasers are not mislead this way.

Desired Settlement: Replacement of a complete (all pages intact and included) of a 1964 ********* ****** **** Year Book.

Business Response: Complaint number: ********
Consumer name: ***** **** ********

We are in receipt of the Better Business Bureau Complaint filed by Ms. ******** regarding her claim that Classmates, Inc. (“Classmates”) provided her a substandard yearbook product and are unwilling to refund Ms. ********* purchase.

 

Classmates provides clear disclosures within the yearbook purchase process that all yearbook purchases are provided as-is and are reprints from previously owned yearbooks so handwriting or effects of aging may be present, and pages, images, or other content may be missing or obscured.  And that because each yearbook reprint is created specifically at the request of the customer when they submit their order, we do not accept yearbook reprint returns or exchanges. Additionally, all yearbooks are re-printed exactly as they are seen on the website.  Therefore, if content or images are missing from the site version of the yearbook, pages will also be missing from the printed form.

 

As a matter of customer courtesy, we have agreed to provide a refund to Ms. ********.  She should note a refund of her $107.95 purchase in her account within the next 30 to 60 days depending on her financial institution's billing cycle.

 

I hope this information has successfully resolved Ms. ********' complaint. Should your office or Ms. ******** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com. 


Sincerely,

 

**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

 

4/12/2015 Billing/Collection Issues | Complaint Details Unavailable
4/12/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been billed $15 quarterly from Classmates.com since 2011. supposedly I purchased a membership for classmates at that time. I do remember periodically calling to cancel this membership, and when I do see it on my account, am surprised to still be getting billed. I was told that there were no recorded calls of me cancelling, but I don't believe it. They must have some record of a refund at some point. Please try to get someone to look at my account from day 1. I have not used it and should not be getting billed. This is such a scam. How can a company continue to bill someone knowing they aren't using there service year after year. If you don't give them the proper information when you call, they can't help you. It turns out that the information they keep on file is your maiden name. So, even if you set up the account under your current name, they only know your account under your maiden name. It's outrageous.

Desired Settlement: I want all the quarterly payments back. Why should I pay for a service that I'm not using.

Business Response: Complaint number: ********
Consumer name: ********* *********

We are in receipt of the Better Business Bureau Complaint filed by Ms. ********* regarding her claim that Classmates, Inc. ("Classmates") automatically renewed her membership and charged her credit card without her permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ********* of the Automatic Renewal Program.

Ms. ********* registered on the Classmates.com website on December 25, 2010. On June 9, 2011, Ms. ********* purchased a 3 month auto-renewing paid membership. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ********* was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ********* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change."

Shortly thereafter, Ms. ********* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *********** membership registration number, the amount Ms. ********* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link.

According to our records, Ms. ********* did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 in September 2011 and every three months thereafter, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.

According to our records, Ms. ********* did not contact the Classmates Member Care team until February 18, 2015. At that time Ms. ********* was notified of the No Refund Policy as outlined in the Classmates Terms of Service. However, as a matter of customer courtesy, a Member Care Supervisor provided a refund of Ms. *********** last two membership fees for a total of $30.00. Ms. ********* should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Her Classmates membership has converted to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember.

I hope this information has successfully resolved Ms. *********** complaint. Should your office or Ms. ********* have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,


**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

Consumer Response:  
Complaint: ********

I am rejecting this response because:First, I have never been able to successfully sign into my account.  I know I have called to have this cancelled, feeling completely annoyed that it was difficult to verify my account.  I thought if was in my husband's name, so when I failed to provide the proper information, I was denied.  My husband tried to cancel and he failed to identify the account, because it wasn't his.  My point is:  We couldn't figure out whose name it was in, because their customer service does not offer any information on the account for security reasons.  When I purchased this account, I obviously failed to read the "terms of service", but I don't recall receiving emails confirming any withdrawal.  If anything came to my email, it must have gone to my spam folder.  If classmates offers a "manual" renewal it should be on the same page as the purchase terms, not have to look for it on some obscure page.  If someone does not use their service at all after one year, I would think that the ethically proper thing to do would be to contact me to see if I am still interested.  We're talking about four and a half years of charging me for not using their service at all!  If someone can check to see how many times my phone number has contacted Classmates.com in the past four years you will see I have made efforts.  If no dialog was ever recorded, it's because we we're not able to break the security code.  I am sure that I am not the only person who has suffered from this, and I will most definitely start looking for others.  If nothing else, Classmates.com should be more responsible with their "terms of service" and procedures.  By restating your terms of deception only infuriates me more.  Please let me know what I need to do to stop the injustice.    

Sincerely,

********* *********

Business Response: Complaint number: ********
Consumer name: ******** *********



We are in receipt of the consumer rebuttal from Ms. *********.  I can confirm that Classmates processed a $30.00 refund to Ms. *********’s debit/credit card which she purchased her membership with on February 18, 2015. 

 

As noted in our February 23, 2015 response, Classmates provides clear information in several locations on its website and within the paid membership registration process that fee-based memberships will automatically renew.  The processes and various places in which
Classmates notified Ms. ********* of the Automatic Renewal Program were specifically outlined in our previous response.

 

Additionally, Classmates has not had any communication with Ms. ********* regarding her account prior to February 2015.  There are multiple ways to contact Classmates regarding account accessibility including links to contact the Member Care Department throughout the Classmates Help section, the Privacy Policy, as well as in the Terms of Service (none of which require a member to be logged into the site in order to access). In addition, our phone number is listed on credit card billing statements and publicly in the phone book, the BBB website, a Google search and on the public whois information for Classmates.com. 

 

While Classmates appreciates the feedback provided by Ms. *********, we do not currently have any plans to change our business rules or terms related to the Automatic Renewal Program, which is similar to many other online subscription based services.  

 

I hope this information has successfully resolved Ms. *********’ complaint.  At this time Classmates considers this matter closed, should the BBB or Ms. ********* have any questions or need additional information related to her courtesy refund, please feel free to contact me at ***************@classmates.com.

 

Sincerely,

 

**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
 

 

4/2/2015 Billing/Collection Issues | Complaint Details Unavailable
4/1/2015 Billing/Collection Issues | Complaint Details Unavailable
3/31/2015 Advertising/Sales Issues | Complaint Details Unavailable
3/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for this website hoping to find old friends, which I did, however if you wanted to connect with them by email or messaging you had to pay a fee. I signed up for 1 year or so I thought. It seems they put me on an automatic renewal plan, which I was unaware of, I thought I was only signing up for 1 year. I just wanted to see what type of info I could see. I didn't realize they could get updated card info from my bank to charge me for a service I'm not using and haven't used for quite some time. I NEVER updated my card info because I wasn't interested in renewing, but somehow they were able to get my new card info.I asked them to refund me the $59 that was charged without me knowing, and they've refused to do so, saying their fees are non-refundable. I never agreed to their automatic renewal!!

Desired Settlement: I would just like them to refund my $59.

Business Response: Complaint number: ********
Consumer name: **** *** *******

We are in receipt of the Better Business Bureau Complaint filed by Ms. ******* regarding her claim that Classmates, Inc. (“Classmates”) automatically renewed her membership and charged her credit card without her permission.  


lassmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ******* of the Automatic Renewal Program.


Ms. ******* purchased a 2 year auto-renewing paid membership on March 4, 2013. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ******* was specifically notified that her membership would  automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the “Account” portion of the website to change that at any time.  Ms. ******* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,  non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the
Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that
occurred prior to the date of your status change.”


Shortly thereafter, Ms. ******* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ********* membership registration number, the amount Ms. ******* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website. 


The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link.



According to our records, Ms. ******* did not opt out of the automatic renewal program so her membership was renewed for an additional term and her credit card was charged $59.00 on March 4, 2015, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.


According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Classmates Member Care Representative provided a pro-rated refund of $58.11 on March 15, 2015. Ms. ******* should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Ms. ********* account has converted to a free, basic Classmates membership. 


I hope this information has successfully resolved Ms. ********* complaint. Should your office or Ms. ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. 


Sincerely,

 
**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** *******

3/21/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Just noticed that classmates.com charged me for a 3 month membership. I paid for a one time 3 month membership in December. Noticed no contact number on their website. Had to email them to inquiry why they charged me. They responded back that they enter everyone in an autorenew program to make it easier for the customer to have continued service. All the autorenew program does is make sure they c a n take money from folks without th e ir permission. They are telling me they won't refund my money because they informed me of autorenew program. Found out it is listed in the terms and conditions section. Something that important should be listed on main page, upfront so there is no confusion. Obviously they are counting on individuals not reading through long list of terms and conditions. Which if you sign on for a set term of enrolment you shouldn't have to worry about being charged for additional periods of membership. Then they don't explain how to opt out till it is too late.They have the nerve to state because of their autorenew program without your permission, even if credit card expired they will track down your updated info to charge you. Notice I did not say they would try to get in touch with you.

Desired Settlement: I want my money refunded to card.

Business Response: Complaint number: ********
Consumer name: ****** *****



We are in receipt of the Better Business Bureau Complaint filed by Mr. ***** regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his credit card without his permission.

 

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ***** of the Automatic Renewal Program.



Mr. ***** first registered on the Classmates website on January 2, 2011.  On June 1, 2014 Mr. ***** purchased a 3 month automatically renewing membership.  Mr. ***** changed his automatically renewing status to manual and his paid membership
benefits lapsed on September 1, 2014.  On December 1, 2014 Mr. ***** purchased a second 3 month auto-renewing membership.  On both occasions, Mr. ***** was presented information on the payment information page of the paid membership purchase
process, prior to completing his purchase, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged US $15.00
for each renewal period, and that he could visit the “Account” portion of the website to change that at any time.  Mr. ***** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). I have attached a copy of the payment information page that clearly shows this disclosure for your review. 


The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for
the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to
charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”



Shortly thereafter, Mr. ***** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ****** membership registration number, the amount Mr. ***** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website. 


The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as“Automatic.” If they wish to switch to manual renewal, they simply have to
click on the “Turn off automatic renewal” link.



According to our records, Mr. ***** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged US $15.00 on March 1, 2015 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.



Mr. ***** contacted the Classmates Member Care Department on March 2, 2015.  According to the Classmates Terms of Service, Classmates has a no refund policy, however, as a matter of customer courtesy, the Classmates Member Care Representative provided a full refund of Mr. ****** last membership fee in the amount of US $15.00. Mr. ***** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Mr. ****** Classmates membership has reverted to a free, basic membership. 
 

Since Classmates is an online business, our preferable means of communication with our members is through email, which is available 24/7.  Additional links to contact the Member Care Department can be found throughout the Classmates Help section, the Privacy Policy, as well as in the Terms of Service. In addition, our phone number is listed on credit card billing statements and publicly in the phone book, the BBB website, a Google search and on the public whois information for Classmates.com.   



I hope this information has successfully resolved Mr. ****** complaint. Should your office or Mr. ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com.



Sincerely,

 
**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

3/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was billed $39.00 on 2/2/15 for a renewal of my account. I have not been a member for a few years to the best of my knowledge nor did I receive a notice by mail of intent to bill. I tried to log on to my account but they could not find my account. I was registered under **** ******* *** *** ******* ****** **** ****** , class of 1959. The credit card used would have been; ---****.

Desired Settlement: $39.00 credit to Mastercard.

Business Response: Complaint number: ********
Consumer name: **** **** ******* ***


We are in receipt of the Better Business Bureau Complaint filed by Ms. ***regarding her claim that Classmates, Inc. (“Classmates”) automatically renewed her membership and charged her credit card without her permission.

 

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. *** of the Automatic Renewal Program.


Ms. *** purchased a 1 year auto-renewing paid membership on February 1, 2013 using the email address associated with this complaint. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. *** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then current price for each renewal and that she could visit the “Account”
portion of the website to change her automatic renewal status at any time. Ms. *** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the
Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that
occurred prior to the date of your status change.”



Shortly thereafter, Ms. *** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ***'s membership registration number, the amount Ms. *** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website. 


The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link. 



According to our records, Ms. *** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $39.00 on February 1, 2014 and year thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.


According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a refund to Ms. *** of $39.00 on March 16, 2015.  Ms. *** should note this refund on her account within the next 30 to 60 days
depending on her financial institution's billing cycle.  Her Classmates membership is now a free, basic membership. 



I hope this information has successfully resolved Ms. ***'s complaint. Should your office or Ms. *** have any questions or need additional information, please feel free to contact me at ***************@classmates.com



Sincerely,

 
**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******* ***

3/18/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company billed me for a membership I canceled years ago. The charge me 59 dollars for a renewal. I contacted them and they told me I would not get a full refund because they charge your credit card and if not remove from there automatic system. This was a form of extortion because I was still charge 23 dollars for a service I did not use. Please investigate this crude practice by this organization.

Desired Settlement: 23 dollars

Business Response: Complaint number: ********
Consumer name: **** ******


We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his claim that Classmates, Inc. (“Classmates”) automatically renewed his membership and charged his credit card without his permission.

 

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program.



Mr. ****** purchased a 2 year auto-renewing paid membership on February 4, 2013. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the “Account” portion of the website to change his status at any time.  Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).



The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”


Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******** membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website. 


The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to
click on the “Turn off automatic renewal” link. 


According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $59.00 on February 4, 2015, in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.
 

Mr. ****** contacted the Classmates Member Care Department on March 2, 2015 to request a refund of his membership fee.  According to the Classmates Terms of Service, Classmates has a no refund policy. However, in lieu of a refund, Mr. ******
accepted a specially discounted price of $23.60 for the renewal of his 2 year membership.  As a matter of customer courtesy, I have authorized a refund of Mr. ******** discounted membership in the amount of $23.60 on March 10, 2015. Mr. ****** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle.  Mr. ******’s Classmates membership has reverted to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.



I hope this information has successfully resolved Mr. ******** complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. 


Sincerely,


**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

**** ******

3/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Several years ago I signed up for ONE year of Classmates.com access. I cancelled the following year. Today I discovered that Classmates charged my account on 2/24, see below 02/24/15 PURCHASE CLASSMATES, *** *** **** WA CARD2807 $42.35 The unauthorized charge also resulted in an overdraft on my account for another purchase: 2/24/15 OVERDRAFT FEE FOR A TRANSACTION POSTED ON 02/23 $17.05 ****** ******* * *** **** ****** ****** ****** **** ***/KENT, W KENT $35.00

Desired Settlement: I want a refund of the charges ($42.35) and resultant overdraft fees ($35)

Business Response: Complaint number: ******************
Consumer name: **** ******

We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his claim that Classmates, Inc. (“Classmates’) automatically renewed his membership and charged his credit card without his authorization. 

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program.

Mr. ****** has two Classmates memberships. On December 29, 2012, Mr. ****** created his second membership, a free, basic membership under registration number 8739836646.  This membership was never upgraded and has remained a free account during the duration of the membership. Mr. ****** last logged on to this account on April 21, 2013.  On March 2, 2015 I deleted this duplicate membership on Mr. ******** behalf.

On February 25, 2000, Mr. ****** created his initial membership under registration number 5051002.  Mr. ****** first upgraded this membership on April 29, 2002 and allowed his paid membership to lapse on April 29, 2003. Mr. ****** purchased a second 1 year auto-renewing paid membership on February 24, 2009. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel and that he could visit the “Account” portion of the website to change that at any time.  Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for
the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”

Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******** membership registration number, the amount Mr. ****** paid for his paid  membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website.  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage.  When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page.  Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link. 

According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $39.00 on February 24, 2010 and every year thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.

According to the Classmates Terms of Service, Classmates has a no refund policy nor is it liable for any overdraft fees that may incur as a result of Mr. ******** paid membership renewal. However, as a matter of customer courtesy, I have authorized a refund of Mr. ******** last membership fee in the amount of $42.35 on February 26, 2015. Mr. ****** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle.  His membership under registration number 5051002 has converted to a free, basic membership. However, if he would like to cancel this free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.

I hope this information has successfully resolved Mr. ******** complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com

Sincerely,

**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

 


3/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Classmates is an online service that gets people in contact with old high school friends. Done online only. However, they promise a lot but deliver so little. I authorized them a one time charge of $7.50 from my debit account. I checked my debit card statements from my bank and found out that Classmates made two other unauthorized deductions from my account, $15 each. It's impossible contacting them online and they don't provide an 800 number. The other numbers also don't work well.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund $30

Business Response: Complaint number: ********
Consumer name: ***** *******

We are in receipt of the Better Business Bureau Complaint filed by *** ******* regarding his claim that Classmates, Inc. ("Classmates") automatically renewed his membership and charged his credit card without his permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ******* of the Automatic Renewal Program.

*** ******* purchased a 3 month auto-renewing paid membership on June 10, 2014. On the payment information page of the paid membership purchase process, prior to completing his purchase, *** ******* was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged US $15.00 for each renewal period, and that he could visit the "Account" portion of the website to change that at any time. *** ******* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change."

Shortly thereafter, *** ******* would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained *** *******'s membership registration number, the amount *** ******* paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link.

According to our records, *** ******* did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged US $15.00 on September 10, 2014 and every 3 months thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.

According to the Classmates Terms of Service, Classmates has a no refund policy and we are unable to make an exception to this stated policy since *** ******* has continued to utilize his paid membership benefits up through February 2015. However, I have authorized a free 3 month extension of his paid membership benefits. Therefore, once *** *******'s paid membership term expires on March 10, 2015, he will continue to have access to paid membership privileges for an additional 3 months. After June 10, 2015, *** *******'s membership will revert to a free, basic membership and no further charges will appear on his credit card unless he opts to purchase another paid membership package in the future.

I hope this information has successfully resolved *** *******'s complaint. Should your office or *** ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,


**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
******************

3/11/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Hello, I did not what any money to be taken out of my bank! I did not okay this trisection. close this acount... I will call my back and STOP everything. I hove a home in the US, but stay in Aussie.

Desired Settlement: Just put my money back in the bank,and close my account.

Business Response: Complaint number: ********
Consumer name: ******** ****

We are in receipt of the Better Business Bureau Complaint filed by *** **** regarding his claim that Memory Lane, Inc. dba Classmates automatically renewed his membership and charged his credit card without his permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** **** of the Automatic Renewal Program.

*** **** purchased a 2 year auto-renewing paid membership on January 12, 2013. On the payment information page of the paid membership purchase process, prior to completing his purchase, *** **** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change his status at any time. *** **** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change."

Shortly thereafter, *** **** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained *** ****'s membership registration number, the amount *** **** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link.

According to our records, *** **** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $59.00 on January 12, 2015 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.

According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, we have refunded *** ****'s membership in the amount of $59.00 on February 25, 2015. *** **** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Since it is unclear from *** ****'s desired resolution statement, we have converted his Classmates membership to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.

I hope this information has successfully resolved *** ****'s complaint. Should your office or *** **** have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,

**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
******************

3/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Last year I specifically told you & clicked a button NOT to renew my subscription to Classmates, Inc. However I just received my credit card report for the year & see you have charged my credit card on: 03/25/14 $7.50 06/25/14 $15.00 Please STOP this tricky practice immediately!

Desired Settlement: Credit my **** ***** account for these charges: 3/25/14 $7.50 6/25/14 $15.00 You have my Chase Account # or I wouldn't be seeing these charges. ****** *** ***** ************

Business Response: Complaint number: ********
Consumer name: ****** *****

We are in receipt of the Better Business Bureau Complaint filed by Ms. ***** regarding her claim that Classmates, Inc. ("Classmates") charged her credit card without her authorizations.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ***** of the Automatic Renewal Program.

Ms. ***** created a free Classmates membership on March 17, 2014. On March 24, 2014 Ms. ***** upgraded her membership and purchased a 3 month auto-renewing paid membership. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** was specifically notified that her membership would automatically renew for $15.00 each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ***** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change."

Shortly thereafter, Ms. ***** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *****'s membership registration number, the amount Ms. ***** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link.

According to our records, Ms. ***** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on June 24, 2014 in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.

On August 25, 2014 Classmates sent a renewal reminder to Ms. ***** to alert her that her present membership would expire on September 24, 2014. On the same day Ms. ***** emailed the Classmates Member Care Department and stated that she did not wish for her membership to renew. The following day, August 26, 2014, a Member Care Representative acknowledged Ms. *****'s request and confirmed that her paid membership would expire at the end of its current term. A copy of this correspondence is attached for your review.

According to the Classmates Terms of Service, Classmates has a no refund policy and therefore, we are unable to provide a refund to Ms. *****. However, I can confirm that Ms. *****'s membership has been a free, basic membership since her paid membership expired on September 24, 2014.

This information should successfully resolve Ms. *****'s complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.

Sincerely,


**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

(***** Correspondence.docx)

Business Response: Complaint number* ********/********
Consumer name: ****** *****



We are in receipt of the consumer rebuttal from Ms. *****. 

 

As noted in our February 19, 2015 response, Classmates provides clear information
in several locations on its website and within the paid membership registration
process that fee-based memberships will automatically renew.  The processes and various places in which
Classmates notified Ms. ***** of the Automatic Renewal Program were
specifically outlined in our previous response along with a copy of an email reminder
informing Ms. ***** of her impending automatic renewal. 

 

While Classmates appreciates the feedback provided by Ms. *****, we do not currently
have any plans to change our business rules or terms related to the Automatic
Renewal Program, which is similar to many other online subscription based
services.  

 

I hope this information has successfully resolved Ms. *****’s complaint.  At this time Classmates considers this matter
closed, should the BBB or Ms. ***** have any questions or need additional
information related to her courtesy refund, please feel free to contact me at consumerreports@classmates.com.

 
Sincerely,

 
**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.

 

 

Consumer Response:  
Better Business Bureau:  I will accept the response if this is the end of their charging my account.  FYI, I have tried to print this correspondence for my records, however once again they have used a typical software trick that bans printing.  I had tried to print an additional letter I sent them in response to a request from them to continue enrollment, indicating I DID NOT WISH TO RENEW.

If it is indeed all over, I accept, and thank you, BBB, for your assistance regarding this small matter.  As I've indicated, I simply cannot stand companies cheating the public to make a buck, particularly older folks.

3/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My credit card was charged $39 on 1/31/15 for automatic renewal. I was not aware that I was enrolled in automatic renewal and Classmates.com never contacted me to let me know that this was going to happen. I contacted Classmates.com by phone and spoke with "***" and she was very condescending and said that I was out of luck and there was nothing she could do for me. I would not have signed up for anything if it required me to consent to automatic renewal. I only wanted a limited membership to plan my high school renunion last year.

Desired Settlement: I would like my $39 refunded to my credit card please.

Business Response: Complaint number: ********
Consumer name: ***** *******

We are in receipt of the Better Business Bureau Complaint filed by *** ******* regarding her claim that Classmates, Inc. ("Classmates") automatically renewed her membership and charged her credit card without her permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ******* of the Automatic Renewal Program.

*** ******* purchased a 1 year auto-renewing paid membership on January 30, 2014. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** ******* was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $39.00 for each renewal and that she could visit the "Account" portion of the website to change her automatic renewal status at any time. *** ******* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change."

Shortly thereafter, *** ******* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** ********* membership registration number, the amount *** ******* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link.

According to our records, *** ******* did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $39.00 on January 30, 2015 in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.

According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a refund to *** ******* on February 23, 2015 in the amount of $39.00. *** ******* should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Her Classmates membership is now a free, basic membership. If she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember.

I hope this information has successfully resolved *** ********* complaint. Should your office or *** ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com.

Sincerely,


**** *******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com


Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *******

2/26/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried to contact Classmates.com due to unauthorized charges on my credit card. This has been going on for years.

Desired Settlement: Discontinue using my account. Refund my money.

Business Response: Case number: ********
Consumer: ****** ******

We are in receipt of the Better Business Bureau complaint filed by Ms. ******. In researching this complaint, I have been unable to locate a paid membership associated with Ms. ******'s name, address or email address provided to your office. The only membership record we are able to find indicate that Ms. ****** opened and closed a membership on February 3, 2015. A copy of this record is attached for your review.

Before I am able to respond to Ms. ******'s complaint, I will need more information in locating a paid membership in her name. We request that Ms. ****** please forward the following information so that I can research her complaint further:

* A registration or account number associated with Ms. ******'s membership.
* Ms. ******'s name as it appears on her class/member list.
* The email address used to register with the website.
* Ms. ******'s school affiliation associated with her registration information.
* Ms. ******'s graduation year or year(s) attended.
* The last four digits of Ms. ******'s debit or credit card that she states was charged.

Should your office or Ms. ****** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at consumerreports@classmates.com.

Sincerely,

Tara M******
Sr. IP & Marketing Compliance Manager
www.classmates.com

(****** Record.jpg)

2/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unathorized credit card charges. I am guessing they automatically renewed my subscription. I called them and they could not find me in their membership system. I tried logging into their website and everything is invalid. I posted to their Facebook page to no avail. I contacted Visa and they cannot help me. I talked to them on the phone and no one has called me back. I spent many many minutes waiting for their customer service people and got absolutely nowhere. I am extremely frustrated. I would cancel my membership but cannot access my account on their website. They have NO CONTACT US button on their website so cannot even email them.

Desired Settlement: I just want them to give me a credit for the amount they billed me for renewal. It should not take a brain surgeon to reverse the charges. They charged my Visa on Jan 19,2015. $72.46. Please please can I not do anything?

Business Response: Complaint number: ********
Consumer name: ****** *******

We are in receipt of the Better Business Bureau Complaint filed by Ms. ******* regarding her claim that Classmates, Inc. ("Classmates") automatically renewed her membership and charged her credit card without her permission.

Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ******* of the Automatic Renewal Program.

Ms. ******* created her Classmates membership on May 18, 2001 under the email address ************@yahoo.com. On February 14, 2001, Ms. ******* upgraded her free membership and purchased a 1 year automatically renewing membership, which she successfully changed to manual renewal status. On December 15, 2009, Ms. ******* purchased a second 1 year paid membership which she additionally changed to manual renewing status. On January 18, 2011 Ms. ******* purchased her third paid membership, a 2 year automatic renewing membership. During each of her purchases Ms. ******* was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ******* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).

The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change."

Shortly after each of Ms. *******'s purchases, she would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *******'s membership registration number, the amount Ms. ******* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website.

The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link.

According to our records, Ms. ******* did not opt out of the automatic renewal program for her last membership purchase and her membership was renewed for an additional term and her credit card was charged US $59.00 on January 18, 2013 and every two years thereafter, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.

In addition to the instructions provided in the confirmation email and the Terms of Service, information on how to cancel paid memberships can be found under "10. How do I cancel my membership" in the FAQ section of the main Classmates Help page. By clicking on this link, free and paid Classmates members are provided with information on how to cancel their membership based on their membership type. If members need additional assistance, a hyperlink to contact the Classmates Member Care Department is provided. Once a paid member clicks on the hyperlink they are taken to an email text box with the topic and subject lines pre-selected to "Billing" and "Cancel my membership" along with a free form text field to provide additional information.

Since Classmates is an online business, our preferable means of communication with our members is through email, which is available 24/7. Additional links to contact the Member Care Department can be found throughout the Classmates Help section, the Privacy Policy, as well as in the Terms of Service.

According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Classmates Member Care Representative provided Ms. ******* with a refund of US $59.00 on January 26, 2015. Ms. ******* should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Her Classmates membership has converted to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember.

This information should successfully resolve Ms. *******'s complaint. Should your office or Ms. ******* have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com.

Sincerely,


Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com


Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Their response is way too wordy. They are covering their tracks nicely. They can say whatever they wish to about the policy...I don't care. There have been many complaints regarding this. It would be helpful if they included a CONTACT US button on their website. As it was I had to spend a great deal of time finding out how to contact them by email. Once I was FINALLY able to contact them, they refunded me. There should be an easier way to rectify issues with them. I don't accept their response because it is a bunch of crap. I am happy that BBB responded so quickly. I am happy that Classmates refunded me without too much of a fuss.

Business Response: Complaint number: ********
Consumer name: Barb *******

We are in receipt of the consumer rebuttal from Ms. *******. I can confirm that Classmates processed a $59.00 refund to Ms. *******'s debit/credit card on January 26, 2015.

As noted in our January 27, 2015 response, Classmates provides clear information in several locations on its website and within the paid membership purchase process that fee-based memberships will automatically renew. The processes and various places in which Classmates notified Ms. ******* of the Automatic Renewal Program were specifically outlined in our previous response as well as the many ways Ms. ******* could contact Classmates.

While Classmates appreciates the feedback provided by Ms. *******, we do not currently have any plans to change our business rules or terms related to the Automatic Renewal Program, which is similar to many other online subscription based services.

This information should successfully resolve Ms. *******'s complaint and Classmates now considers this matter closed. Should the BBB or Ms. ******* have any questions or need additional information related to her courtesy refund, please feel free to contact me at consumerreports@classmates.com.

Sincerely,

Tara M******
Sr. IP & Marketing Compliance Manager
Classmates, Inc.


2/20/2015 Billing/Collection Issues
2/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Classmates Inc. made anuothorized charge on my credit card of $39.00 on January 4th 2015

Desired Settlement: Remove the $39.00 charge on my credit card

Business Response: Initial Business Response /* (1000, 5, 2015/01/27) */ Case number: XXXXXXXX Consumer: ************ ******** We are in receipt of the Better Business Bureau complaint filed by Mr. ********. In researching this complaint, I have been unable to locate any membership associated with Mr. ********'s name, address or email address provided to your office. Before I am able to respond to Mr. ********'s complaint, I will need more information in locating a membership in his name. We request that Mr. ******** please forward the following information so that I can research his complaint further: * A registration or account number associated with Mr. ********'s membership. * The email address used to register with the website. * Mr. ********'s school affiliation associated with his registration information. * Mr. ********'s graduation year or year(s) attended. * The last four digits of Mr. ********'s debit or credit card that he states was charged. Mr. ******** should also check to see if there is another member of his household that may have used his credit or debit part to purchase a paid membership in their name. Should your office or Mr. ******** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com

2/17/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Paid for 3 month membership. At the end of 3 months went back to cancel because I never used. They had already charged me again. Emailed them that I didn't want it because I never even used the the first 3 months. They said I would have to pay for another 3 months and then they would cancel.

Desired Settlement: Refund credited back to my credit card. Thank you

Business Response: Initial Business Response /* (1000, 5, 2015/01/27) */ Complaint number: XXXXXXXX Consumer name: ***** ****** We are in receipt of the Better Business Bureau Complaint filed by *** ****** regarding his claim that Classmates, Inc. ("Classmates") automatically renewed his membership and refused to refund his credit card. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ****** of the Automatic Renewal Program. *** ****** purchased a 3 month auto-renewing paid membership on October 19, 2014. On the payment information page of the paid membership purchase process, prior to completing his purchase, *** ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged US $15.00 for each renewal period, and that he could visit the "Account" portion of the website to change that at any time. *** ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained *** ******'s membership registration number, the amount *** ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ****** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged US $15.00 on January 19, 2015 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a refund to *** ******'s in the amount of US $15.00 on January 27, 2015. *** ****** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. *** ******'s Classmates membership has reverted to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember. I hope this information has successfully resolved *** ******'s complaint. Should your office or *** ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

2/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Jan.2,2015 my credit card was charged $39.00 I didn't authorise any charges. The last infomation I received didn't have my class mates on it.

Desired Settlement: Credit on my credit card for $39.00

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ Complaint number: XXXXXXXX Consumer name: ******* **** We are in receipt of the Better Business Bureau Complaint filed by Mr. **** regarding his claim that Classmates, Inc. ("Classmates') automatically renewed his membership and charged his credit card without his authorization. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. **** of the Automatic Renewal Program. Mr. **** purchased a 1 year auto-renewing paid membership on January 2, 2013. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. **** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. Mr. **** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. **** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ****'s membership registration number, the amount Mr. **** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Mr. **** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $39.00 on January 2, 2014 and every year thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded Mr. ****'s membership in the amount of $39.00 on January 22, 2015. Mr. **** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. I have converted his Classmates membership to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember. I hope this information has successfully resolved Mr. ****'s complaint. Should your office or Mr. **** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

1/30/2015 Billing/Collection Issues
1/21/2015 Billing/Collection Issues
12/29/2014 Billing/Collection Issues
12/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My acct was on manual billing and it was auto billed. I was never advised that manual billing would be an auto pay. I have repeatedly requested the $15 charge be credited back to my acct as I am never going to use the service and only needed it once to work on a college project which was completed months ago. I never auto bill anything I pay for and this is no exception

Desired Settlement: I want my $15 refuned

Business Response: Initial Business Response /* (1000, 5, 2014/12/05) */ Complaint number: XXXXXXXX Consumer name: **** ***** We are in receipt of the Better Business Bureau Complaint filed by *** ***** regarding her claim that she was unable to contact Classmates, Inc. ("Classmates') or cancel her automatically renewing membership. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ***** of the Automatic Renewal Program. *** ***** purchased a 3 month auto-renewing paid membership on August 28, 2014. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** ***** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the $15.00 for each renewal, and that she could visit the "Account" portion of the website to change that at any time. *** ***** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ***** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** *****'s membership registration number, the amount *** ***** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ***** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on November 28, 2014, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Classmates Member Care Representative provided *** ***** with a pro-rated refund of $14.51 on December 1, 2014. *** ***** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Her Classmates membership has converted to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember. I hope this information has successfully resolved Ms. *****'s complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

12/18/2014 Billing/Collection Issues
12/18/2014 Billing/Collection Issues
12/16/2014 Billing/Collection Issues
12/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A year ago I paid a "one-time" payment to use classmates.com to see if I could locate my classmates. Only one person I graduated with was listed. So I never used it again. They repeated emailed me soliciting my membership. I never signed up for any further membership. I just saw on my bank account where they charged me $39.00 for a membership. I called them at XXX-XXX-XXXX and they told me that when I paid that one-time payment that it authorized a reoccurring charge, which I never authorized any such thing. They said they would cancel my membership, but this charge was non-refundable.

Desired Settlement: I want my unauthorized charge to my debit card refunded.

Business Response: Initial Business Response /* (1000, 6, 2014/11/19) */ Case number: XXXXXXXX Consumer: ******* ****** We are in receipt of the Better Business Bureau complaint filed by Ms. ******. In researching this complaint, I have been unable to locate a paid membership associated with Ms. ******'s name, address or email address provided to your office. Before I am able to respond to Ms. ******'s complaint, I will need more information in locating a paid membership in her name. We request that Ms. ****** please forward the following information so that I can research her complaint further: * A registration or account number associated with Ms. ******'s membership. * Ms. ******'s name as it appears on her class/member list. * The email address used to register with the website. * Ms. ******'s school affiliation associated with her registration information. * Ms. ******'s graduation year or year(s) attended. * The last four digits of Ms. ******'s debit or credit card that she states was charged. Should your office or Ms. ****** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com Initial Consumer Rebuttal /* (3000, 8, 2014/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) How can they charge $39.00 to my debit card if they have no record on me? My High School was Clarksdale High School, MS. When I called they found me just fine. I paid $9.95 to "try" their site on November 7, 2013. My email at that time was ******@yahoo.com. If they have no record on me, since I never asked for a membership, was just trying it out with one-time payment of $9.95. I want my $39.00 back! Final Business Response /* (4000, 10, 2014/12/11) */ Complaint number: XXXXXXXX Consumer name: ******* ****** We are in receipt of additional information Ms. ****** provided to the Better Business Bureau and we were able to locate her account under the email address ******@yahoo.com. Contrary to Ms. ******'s assertions, Classmates does not offer "one-time" paid memberships. All fee-based memberships are set to automatically renew unless the member proactively changes their membership status to manual renewal. Classmates provides clear disclosures within the paid membership process that memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ****** of the Automatic Renewal Program. Ms. ****** purchased a 1 year auto-renewing paid membership on November 5, 2013. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ******'s membership registration number, the amount Ms. ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ****** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $39.00 on November 5, 2014 in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a refund on December 11, 2014 in the amount of $39.00. Ms. ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Her Classmates membership is now a free, basic membership. If she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember. I hope this information has successfully resolved Ms. ******'s complaint. Should your office or Ms. ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Final Consumer Response /* (2000, 12, 2014/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) but they need to be sure they clearly show their policy to unsuspecting potential clients.

12/9/2014 Billing/Collection Issues
12/2/2014 Billing/Collection Issues
11/25/2014 Billing/Collection Issues
11/18/2014 Billing/Collection Issues
11/17/2014 Billing/Collection Issues
11/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want to unsubscribe to Classmates and discontinue any automatic renewals. I have been trying to do this through their Help Center and I keep getting sent to a Order your yearbook page. They give instructions but you can't get to a page to follow their instructions.

Desired Settlement: I just do not want an automatic renewal. I am unhappy with the product they offer.

Business Response: Initial Business Response /* (1000, 5, 2014/11/03) */ Complaint number: XXXXXXXX Consumer name: ********* ***** We are in receipt of the Better Business Bureau Complaint filed by *** ***** regarding her Classmates.com membership. Per *** *****'s request, I have changed her automatic renewal status to manual and her paid membership benefits will lapse on August 25, 2015, the anniversary date of her purchase, and her membership will revert to a free basic membership at that time. In addition to the instructions provided in the Terms of Service, information on how to cancel paid memberships can be found under "10. How do I cancel my membership" in the FAQ section of the main Classmates Help page. By clicking on this link, free and paid Classmates members are provided with information on how to cancel their membership based on their membership type. If members need additional assistance, a hyperlink to contact the Classmates Member Care Department is provided. Once a paid member clicks on the hyperlink they are taken to an email text box with the topic and subject lines pre-selected to "Billing" and "Cancel my membership" along with a free form text field to provide additional information. I hope this information has successfully resolved *** *****'s complaint. Should your office or *** ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Initial Consumer Rebuttal /* (2000, 7, 2014/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/7/2014 Billing/Collection Issues
10/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Classmates renewed my account and billed my Visa card without advance notice or authorization. I CAREFULLY went online and opted out of renewing when I signed up October 6, 2013. Since then they reconfigured the site and omitted my request not to renew. They have put in place an option to switch to a 'Manual' option instead. This was non- existent when I signed up. The renewal box was checked without my knowledge as well. I only found out when I saw the charge on my bank account and went on the site and discovered the changes and omissions. There were no caveats about auto-renewing back when I originally signed up. I saved the account confirmation. They are currently billing my bank account for $29.99 without my consent. I wish a refund and cancellation of my account. This is highly deceptive and I can see by the HIGH volume of complaints registered on Google that this has been allowed to run rampant without oversight. Giving them an A+ rating is absurd. I attempted to contact them but, of course, there is no direct access to an individual or a way to get through. The predictable automated response proved that no one read my complaint or were interested in addressing my issue.

Desired Settlement: I want a refund of the $29.99 they have gone ahead and charged me and cancellation of my account with them.

Business Response: Initial Business Response /* (1000, 5, 2014/10/17) */ Complaint number: XXXXXXXX Consumer name: **** ******* We are in receipt of the Better Business Bureau Complaint filed by Ms. ******* regarding her claim that Classmates, Inc. ("Classmates") automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ******* of the Automatic Renewal Program. Ms. ******* has purchased three separate paid memberships with Classmates for her membership registration #XXXXXXXX. Ms. *******'s first membership was a 3 month auto-renewing membership purchased on April 10, 2008. Ms. ******* successfully changed her membership to manual status and this paid membership lapsed on July 10, 2008. Ms. ******* then purchased another 3 month auto-renewing membership on April 7, 2013 and she again changed her status to manual status and this membership lapsed on July 7, 2013. Ms. ******* purchased her last paid membership, a 1 year auto-renewing membership, on October 6, 2013. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ******* was specifically notified during each of her purchases that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ******* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." After each purchase, Ms. ******* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *******'s membership registration number, the amount Ms. ******* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ******* did not opt out of the automatic renewal program for her last paid membership and her membership was renewed for an additional term and her credit card was charged $39.00 on October 6, 2014 in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. Contrary to Ms. *******'s assertions, the automatic renewal process hasn't changed over the course of the last year nor is there a checkbox that appears in the membership purchase process. Since Classmates is an online business, our preferable means of communication with our members is through email, which is available 24/7. One such way a member can contact us to cancel their membership is by selecting the "How do I cancel my membership" link on the FAQ section of the main Classmates Help page. By clicking on this link, free and paid Classmates members are provided with information on how to cancel their membership based on their membership type. The paid members are instructed to contact our Member Care Team along with a hyperlink. Once a paid member clicks on the hyperlink they are taken to an email text box with the topic and subject lines pre-selected to "Billing" and "Cancel my membership" along with a free form text field to provide additional information. Additional links to contact the Member Care Department can be found throughout the Classmates Help section, the Privacy Policy, as well as in the Terms of Service. In addition, our phone number is listed on credit card billing statements and publicly in the phone book, the BBB website, a Google search and on the public whois information for Classmates.com. Our telephone hours are 8:00 am to 5:00 pm PST. According to our records, Classmates has not received any prior communication from Ms. ******* regarding the status of her membership. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, we have provided Ms. ******* a refund on October 17, 2014 in the amount of $39.00. Ms. ******* should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Her Classmates membership is now a free, basic membership. If she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember. I hope this information has successfully resolved Ms. *******'s complaint. Should your office or Ms. ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Initial Consumer Rebuttal /* (2000, 7, 2014/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/22/2014 Billing/Collection Issues
10/22/2014 Problems with Product/Service
10/21/2014 Billing/Collection Issues
10/21/2014 Problems with Product/Service
10/21/2014 Billing/Collection Issues
10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My name has appeared on the Classmates.com website with two registrations. I suppose a free registration and second registration, which I believe to be under the following number XXXXXXXXX, which as of September 28, 2014, I hope has been canceled. I have never received a response from Classmates.com or Online ****** regarding this cancelation and the removal of my registrations/account information. In my efforts to communicate effectively regarding this matter, their website has disallowed any attempts to end any memberships via the Classmates.com website and as suggested in ****** Online/Classmates Inc/.com telephone answering service both on XXX-XXX-XXXX and XXX-XXX-XXXX. No one answers the telephone calls and I have simply been left in limbo listening to horrid stories and awful music while hoping for a response. Of course they must realize, that in their telephone message they refer callers to the Classmates.com website suggesting the use of the following: the help button, the account button, password button, changing your password option, which lead only to a maze of impossibilities. I have not received any email response in my frustrated efforts to end/cancel both registrations. I would greatly appreciate the opportunity to convey my experience with this website, in the hope that other unknowing users can be better able to cancel any subscriptions on Classmates.com and who are no longer interested in paying a fee of $39.00 a year to have their name appear on the Classmates website. I will say that in my frustration w/ their website, my responses at trying to communicate w/ Classmates, did not work. Their is a 9 hour time difference from where I live & Seattle Wa. so if telephone contact is required I would be happy to call from the Netherlands. I had to submit a State & all of the schools I attended were in Maryland , therefore my choice of Maryland but I do not live in the United States. I live in the Netherlands

Desired Settlement: The ?? was asked Does your complaint allege a criminal act. I didn't want to answer Yes or No, because I believe at this point it is possible but I am not a lawyer, so I cannot say but for the users of the Classmates.com website. My experience has shown that it is virtually impossible to cancel your subscription, therefore the decision on my part to contact the Chamber of Commerce & the Better Business Bureau. I would appreciate not having to pay for another year of this subscription billed on Septemeber 26, 2014. Thank you for your time & attention, Sincerely, ********* *****

Business Response: Initial Business Response /* (1000, 5, 2014/10/06) */ Complaint number: XXXXXXXX Consumer name: ********* ***** We are in receipt of the Better Business Bureau Complaint filed by Ms. ***** regarding her Classmates.com memberships. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ***** of the Automatic Renewal Program. Ms. ***** first created a free Classmates membership on July 9, 2002 under registration #XXXXXXXXX. This free membership was cancelled and her information removed from the website on September 29, 2014. On February 27, 2005, Ms. ***** created a second free membership under the registration #XXXXXXXXXX. On September 25, 2009 Ms. ***** upgraded this membership and purchased a 1 year auto-renewing paid membership. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ***** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. ***** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *****'s membership registration number, the amount Ms. ***** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ***** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $39.00 on September 25, 2010 and every year thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. In addition to the instructions provided in the Terms of Service, information on how to cancel paid memberships can be found under "10. How do I cancel my membership" in the FAQ section of the main Classmates Help page. By clicking on this link, free and paid Classmates members are provided with information on how to cancel their membership based on their membership type. If members need additional assistance, a hyperlink to contact the Classmates Member Care Department is provided. Once a paid member clicks on the hyperlink they are taken to an email text box with the topic and subject lines pre-selected to "Billing" and "Cancel my membership" along with a free form text field to provide additional information. Since Classmates is an online business, our preferable means of communication with our members is through email, which is available 24/7. Additional links to contact the Member Care Department can be found throughout the Classmates Help section, the Privacy Policy, as well as in the Terms of Service. In addition, our phone number is listed on credit card billing statements and publicly in the phone book, the BBB website, a Google search and on the public whois information for Classmates.com. Our telephone hours are 8:00 am to 5:00 pm PST. According to our records, Classmates has not received any prior communication from *** ****** regarding the status of her membership. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a refund of $39.00 on October 6, 2014. Ms. ***** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Her Classmates registration #XXXXXXXXXX is now a free, basic membership, however, if she would like to cancel this free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember. I hope this information has successfully resolved Ms. *****'s complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Initial Consumer Rebuttal /* (2000, 7, 2014/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) First, I would like to thank the BBB for their efforts, in helping me with Classmates.com. Secondly, I am glad to hear that Classmates.com, although their policy is to not give or make refunds to customers, are refunding me the $39,00 for a service I no longer wish to utilize. I think it is important to convey my experience, so that in the future, users of the Classmates.com website may more easily cancel their memberships. I still genuinely am not sure if this functionality is possible via their website. Truly, I believe that my complaint has not been resolved because for users to change or cancel their membership, Classmates.com makes it almost impossible. The response I have received from Classmates.com and Ms. **** ******* **** ***** is a standard letter, the name from another customer was included in the form letter, a *** ******* I really did not know how to resolve my predicament because I have never been able to speak to someone working for Classmates.com. I would like to know how many people are employed at Classmates.com. I could just accept their refund and be done with it, but I feel a responsibility to make an effort to help other unknowing users from having the same thing happen to them. The questions I asked and the experience I gave in my complaint have really not been answered. Classmates.com solution is to give a longwinded defense of how to accomplish cancelation, but if the system doesn't let a user in with their password. A user is stuck. I used a different computer & submitted my password and then I got into the system asking for my membership to be canceled. I found this to be very interesting ie my password was the correct one. Ultimately, I was able to cancel my free membership but I did not have the registration number for the paid membership, therefore, I could not proceed with cancelation. I remember when I signed up; Classmates.com called my membership a Gold membership that cost $4.95 for a year. Classmates.com states that my free membership has been canceled on September 29, 2014. Yet I have received no notification via email. It may have appeared on the screen when I started the membership in 2009, but it is counter intuitive to think that as someone is signing up for a membership, they would immediately go and cancel it. I have NO emails stating that my membership would automatically renew at a price 7.87 times greater than the original price in one year. Human beings are not thinking about a membership in one year, maybe for $4.95 but not 7.87 times greater than the original price, interesting system Classmates.com uses. They are hoping that unsuspecting people like me, will do exactly what I did & that is to forget about their membership, thus automatically being billed each year, in my case 5 years. This is the first year my husband asked me to cancel my membership. I believe that I have paid $195 for a membership to a website that I have barely accessed. I think Classmates.com can see how often I visited their website. I know it was very infrequently. My visits to Classmates.com in 2014, were solely to cancel the free & GOLD membership. In the standard form letter from ********, there is no mention of why I received no response when the Classmates.com website would not accept my password. I used the Classmates Member Care Department hyperlink but never received any response from Classmates.com. Glad to hear that email is available 24/7 but I have never received any response to my comments or questions. My experience with other companies is that if a customer sends an email, they receive within seconds a response that the customers' email inquiry has been received and they will respond as soon as possible. Classmates.com ******* gave no telephone numbers or street address in her response, only stated that Classmates.com prefers email (***************@classmates.com)I would say prefers NO contact at all from customers. Consumer Reports is the name of a magazine, generally companies use the term info@ regarding inquiries, I find this misleading as well. I want my free and paid membership information to be removed from the Classmates.com website. I do not want any information from the free or paid memberships to appear on the Classmates.com website any longer. I have no idea if Classmates.com has done this, because they do not communicate with their customers. I think that not only Yes or No but also possible should be an option on the BBB website. I am grateful to the BBB for their help. Sincerely, ********* *****

10/15/2014 Billing/Collection Issues
10/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Joined 2 years ago. Was never informed that it would be an automatic renewal. I would NEVER agree to an automatic renewal. They agreed to refund the charge, but I understand that they sometimes continue to charge other people who have asked that their membership be discontinued.

Desired Settlement: I want their rating to reflect all the complaints. I want them to be transparent in their automatic renewal policy.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Complaint number: XXXXXXXX Consumer name: ******** ***** We are in receipt of the Better Business Bureau Complaint filed by Ms. ***** regarding her claim that Classmates, Inc. ("Classmates") automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ***** of the Automatic Renewal Program. Ms. ***** purchased a 2 year auto-renewing paid membership on August 13, 2012. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ***** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A copy of the 2 year upgrade offer is attached for your review. The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. ***** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *****'s membership registration number, the amount Ms. ***** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ***** did not opt out of the automatic renewal program so her membership was renewed for an additional term and her credit card was charged $59.00 on August 21, 2014, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Classmates Member Care Representative provided ********** with a pro-rated refund of $58.60 on August 18, 2014 and removed her membership from the Classmates website per her request. I hope this information has successfully resolved Ms. *****'s complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com ***SUPPORTING DOCUMENTS REDACTED BY BBB*** Initial Consumer Rebuttal /* (3000, 7, 2014/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The complaint was NOT resolved. I checked my credit card statement and it STILL says conditional credit Even though the response from the company says that as a "matter of customer courtesy" they refunded $58.60 on August 18, 2014" but there is NO record that they have, in fact, done that. Final Business Response /* (4000, 9, 2014/09/29) */ Complaint number: XXXXXXXX Consumer name: ******** ***** We are in receipt of the consumer rebuttal from Ms. *****. I can confirm that Classmates processed a $58.60 refund on August 18, 2014 to Ms. *****'s debit/credit card which she used to originally purchase her membership. Once Classmates authorizes the refund, it is dependent on the financial institution's policies and billing cycle regarding when the refund will be reflected on Ms. *****'s account. Ms. ***** should follow up directly with her bank regarding their policies. This information should successfully resolve Ms. *****'s complaint and Classmates now considers this matter closed. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc.

10/9/2014 Billing/Collection Issues
10/8/2014 Billing/Collection Issues
10/6/2014 Billing/Collection Issues
10/2/2014 Billing/Collection Issues
9/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: AFTER REVIEWING MY RECORDS, BACK TO 2012, I FOUND MULTIPLE CHARGES TO THIS ORGANIZATION ON A THREE MONTH BASIS. I CALLED, *** ****, AS REP AND ***** HER SUPR~~THERE WERE A COUPLE OF DIFFERENT SIDES TO THE STORY AS TO MY RECORDS, WAS TOLD I WAS NO LONGER A MEMBER AND THEY COULDN'T REFUND OR EVEN TELL ME WHAT HAPPENED ON THE ACCOUNT. I HAD ACCESS TO CLASSMATES MANY YEARS AGO, SO YES, I DID APPLY FOR A MEMBERSHIP, I WOULD RENEW EACH YEAR. I DECIDED SOME TIME AGO THAT IT WAS NO LONGER AN ASSET TO ME, SO I NO LONGER USED IT. MY CC RECORDS STATE THAT PAYMENTS WERE MADE IN THE AMOUNT OF $7.50 FOR MAR AND NOV OF 1012, AND 15.00 EVERY THREE MONTHS AFTER THAT. THIS ACCOUNT MUST HAVE BEEN MANIPULATED BY THEM, I WOULD NEVER KNOWINGLY SIGN UP FOR A AUTOMATICE RENEWAL, I'M RETIRED, WITH A LIMITED INCOME AND THIS WOULDN'T WORK FOR ME. IN THE END THE SUPR ***** SAID THAT SINCE MY ACCOUNT WAS NOT ACTIVE I COULDN'T FILE A E-MAIL COMPLAINT WITH THEM, BECAUSE THE ONLY MEANS OF DOING THAT WAS AS A MEMBER. THIS WAS AFTER REQUESTED TO SPEAK TO SOMEONE IN MGMT OVER THE SUPR, ***** SAID THERE WAS NO ONE ELSE I COULD ADDRESS THIS ISSUE TO! NEEDLESS TO SAY, I AM VERY DISTRESSED OVER THIS OUTCOME, THEREFORE I FELT THIS AVENUE, VIA THE BBB,MIGHT ASSIST IN RECOUPING THE FUNDS THEY STOLE FROM ME.

Desired Settlement: I CAN AGREE TO THE FIRST "TRIAL" PAYMENT OF $7.50, ALTHOUGH IN MY OWN MIND I HAD BEEN USING THE SITE LONG BEFORE THE DATE (THEY FINALLY, PRACTIALLY, ADMITTED THAT I HAD BEEN (AFTER I GAVE THEM DATES FROM MY CC STATEMENTS)AND AT LEAST AGREED TO THE DATES I MENTIONED. HOWEVER THE INITIAL CONTACT WITH **** DIDN'T REFLECT ANY KNOWLEDGE OF THIS. AT ANY RATE, I BELIEVE THAT A REFUND OF $82.50 IN JUSTIFIABLY WARRANTED. THANK YOU FOR YOUR ASSITANCE AND ANY FURTHER HELP YOU CAN PROVIDE ME IN THIS REQUEST. SINCERELY, ******* *****

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ Complaint number: XXXXXXXX Consumer name: ******* ***** We are in receipt of the Better Business Bureau Complaint filed by Ms. ***** regarding her claim that Classmates, Inc. ("Classmates") automatically renewed her membership and charged her credit card and failed to offer her a refund for an expired paid membership. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ***** of the Automatic Renewal Program. Ms. ***** has had three separate accounts on the Classmates website. On April 2, 2003 Ms. ***** created a membership record with the registration number XXXXXXXXX. On November 12, 2006 Ms. ***** created an additional account with the registration number of XXXXXXXXXX and on February 3, 2007 Ms. ***** created registration number XXXXXXXXXX. Both of the latter accounts (registration numbers XXXXXXXXXX and XXXXXXXXXX) were free accounts and were deleted on February 9, 2010 by a Classmates Member Care Representative once we were contacted by Ms. ***** and she specified she wished to keep only the earlier account, registration number XXXXXXXXX. Under registration number XXXXXXXXX Ms. ***** has had four separate paid memberships: On November 8, 2008 she first purchased a 1 year auto-renewing membership. Ms. ***** changed her auto-renewing membership to manual and this membership lapsed on November 8, 2009. On February 21, 2010 Ms. ***** purchased an additional 1 year membership and this membership continued to renew until Ms. ***** changed her renewal status to manual and it expired on February 21, 2012. On March 13, 2012 Ms. ***** purchased a 3 month auto-renewing membership and this membership renewed for additional terms until Ms. ***** changed her renewal status and it lapsed on September 13, 2012. On November 28, 2012 purchased her last paid membership which was a 3 month auto-renewing membership. This membership automatically renewed until Ms. ***** changed her renewal status and it lapsed on February 28, 2014. This membership is now a free basic Classmates membership. In each membership purchase process, Ms. ***** was specifically notified on the payment information page of the paid membership purchase process, prior to completing each of her purchases that her memberships were auto-renewing paid memberships and that her memberships would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. Ms. ***** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. ***** would have received paid subscription confirmation emails sent to the email address associated with her account. This email contained Ms. *****'s membership registration number, the amount Ms. ***** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ***** changed her renewal status to manual on all of her paid memberships without the assistance of Classmates and she actively used the paid membership features, including sending Classmates Emails and viewing her profile visits up until the expiration of her last paid membership term in February 2014. Since Ms. ***** was clearly aware of the automatic renewal policy and actively used her membership during her paid membership terms, Classmates will not provide any refund to Ms. ***** for any of her membership fees. This information should successfully resolve Ms. *****' complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Initial Consumer Rebuttal /* (3000, 7, 2014/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) THERE SHOULD BE A LARGE BOX REQUIRING TO BE CHECKED TO ACKNOWLEDGE, ACCEPT OR DENY THE "AUTO-RENEWAL" PROCESS. FINE PRINT DOESN'T MAKE IT RIGHT, THE AGREEMENT LENDS ITSELF TO BEING CONFUSING TO SENIORS. THE REPEATS OBVIOUSLY REFLECTS CONFUSION WITH CLASSMATES SYSTEM. Final Business Response /* (4000, 9, 2014/09/11) */ Complaint number: XXXXXXXX Consumer name: ******* ***** We are in receipt of the consumer rebuttal from Ms. *****. As noted in our August 29, 2014 response, Classmates provides clear information in several locations on its website and within the paid membership registration process that fee-based memberships will automatically renew. The processes and various places in which Classmates notified Ms. ***** of the Automatic Renewal Program were specifically outlined in our previous response. While Classmates appreciates the feedback provided by Ms. *****, we do not currently have any plans to change our business rules or terms related to the Automatic Renewal Program, which is similar to many other online subscription based services. I hope this information has successfully resolved Ms. *****' complaint. At this time Classmates considers this matter closed, should the BBB or Ms. ***** have any questions or need additional information related to her courtesy refund, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc.

9/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have complained to this company for over 4 years and they keep charging my account for service I have never used.I don't use or want anything to do with this company they have been stealing my money for over 4 years now and I need it to stop.Please help me I can't get thease people to stop billing my account.I have gone to my bank and they try to help me but it has just been imposible.I need my money for food and bills I can't let this go again.I'am begging you to help me put a stop to this I don't know what else to do.

Desired Settlement: I would like all my money back for the last 4 years.Or what ever I can get back I don't know how far back you can go but they have been stealing my money for years

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ Case number: XXXXXXXX Consumer: ***** ******* We are in receipt of the Better Business Bureau complaint filed by Mr. *******. In researching this complaint, I have been unable to locate a paid Membership associated with Mr. *******'s name, address or email address provided to your office. Before I am able to respond to Mr. *******'s complaint, I will need more information in locating a paid membership in his name. We request that Mr. ******* please forward the following information so that I can research his complaint further: * A registration or account number associated with Mr. *******'s membership. * The email address used to register with the website. * Mr. *******'s school affiliation associated with his registration information. * Mr. *******'s graduation year or year(s) attended. * The last four digits of Mr. *******'s debit or credit card that he states was charged. Should your office or Mr. ******* have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com Initial Consumer Rebuttal /* (3000, 7, 2014/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company keeps taking my money from my bank account somthing has to be done.I will give all the info they rae asking for to help in any way.Registration is XXXXXXXXXX,E-mail is *********@aol.com ******* ******** ********* ******** , Graduation ******** last 4 digits of card ********** You ***** ******* this is all the info they ask for. Final Business Response /* (4000, 9, 2014/08/15) */ Case number: XXXXXXXX Consumer: ***** ******* We are in receipt of the additional information provided by Mr. *******. According to our records, the account associated with registration number XXXXXXXXXX is a free basic membership. The membership was a paid account at one period; however, the paid membership lapsed on August 25, 2013. A copy of Mr. *******'s records is attached for his review. It is possible that there is another member of Mr. *******'s household that has a paid membership. In that event, we will need that member to contact Classmates to request the cancellation of the account or they can email me directly at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com Final Consumer Response /* (4200, 11, 2014/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not telling the truth.The money has been taking out of account.It clearly says classmates.com.I know so many people this is happen to why can't you help us.

9/3/2014 Billing/Collection Issues
9/3/2014 Billing/Collection Issues
8/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have tried to cancel my account and it has apparantly been ignored and charges continue to show up on my credit card.

Desired Settlement: Cancel my account

Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ Complaint number: XXXXXXXX Consumer name: ********** **** We are in receipt of the Better Business Bureau Complaint filed by Ms. **** regarding her claim that Classmates, Inc. ("Classmates") automatically renewed her membership and charged her credit card without her permission. In researching this complaint, I was unable to find a paid membership associated with the email address Ms. **** provided in her BBB Complaint. However, a query on her name and physical address located a membership with an email address provided by ***********.com. It was under this address that her paid membership was located. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. **** of the Automatic Renewal Program. Ms. **** registered on the Classmates website on April 25, 2009. On July 11, 2009 Ms. **** purchased a 3 month auto-renewing membership. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. **** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. **** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. **** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ****'s membership registration number, the amount Ms. **** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. **** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on October 11, 2009 and every three months thereafter, in accordance with the disclosures and the Terms of Service that she agreed to during her purchase. Classmates does not have any record of Ms. **** contacting us either by phone or email regarding the cancellation of her membership from either the email address provided in this complaint or the Hawaiian ISP address. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a refund to Ms. **** in the amount of $15.00 on August 12, 2014. Ms. **** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Per her request, I have cancelled her account and removed her profile from the Classmates website. This information should successfully resolve Ms. ****'s complaint. If your office or Ms. **** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

8/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Recurring charges on credit card. Tried calling no an answer. Have even cancelled card and new credit cwcard charges still appear.

Desired Settlement: Stop charging $15 on my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/08/05) */ Complaint number: XXXXXXXX Consumer name: ******* ********** We are in receipt of the Better Business Bureau Complaint filed by Ms. ********** regarding her claim that she was unable to contact Classmates, Inc. ("Classmates') or cancel her automatically renewing membership. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ********** of the Automatic Renewal Program. Ms. ********** purchased a 3 month auto-renewing paid membership on April 19, 2008. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ********** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ********** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. ********** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. **********'s membership registration number, the amount Ms. ********** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ********** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on July 19, 2008 and every three months thereafter, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. Since Classmates is an online business, our preferable means of communication with our members is through email, which is available 24/7. One such way a member can contact us to cancel their membership is by selecting the "How do I cancel my membership" link on the FAQ section of the main Classmates Help page. By clicking on this link, free and paid Classmates members are provided with information on how to cancel their membership based on their membership type. The paid members are instructed to contact our Member Care Team along with a hyperlink. Once a paid member clicks on the hyperlink they are taken to an email text box with the topic and subject lines pre-selected to "Billing" and "Cancel my membership" along with a free form text field to provide additional information. Additional links to contact the Member Care Department can be found throughout the Classmates Help section, the Privacy Policy, as well as in the Terms of Service. In addition, our phone number is listed on credit card billing statements and publicly in the phone book, the BBB website, a Google search and on the public whois information for Classmates.com. Our telephone hours are 8:00 am to 5:00 pm PST. According to our records, Classmates has not received any prior communication from Ms. ********** regarding the status of her membership. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded Ms. **********'s membership in the amount of $15.00 on August 5, 2014 and removed her credit card information from the Classmates website. Ms. ********** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember. I hope this information has successfully resolved Ms. **********'s complaint. Should your office or Ms. ********** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

8/22/2014 Billing/Collection Issues
8/20/2014 Billing/Collection Issues
8/15/2014 Billing/Collection Issues
8/7/2014 Billing/Collection Issues
8/7/2014 Billing/Collection Issues
8/4/2014 Problems with Product/Service
7/31/2014 Problems with Product/Service
7/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a 'trial membership' that was to last for 90 days. Classmates.com charged the trial membership fee as agreeed. However, in July, they assessed and addition $15 fee for another 90 day membership. To be blunt, a trial membership should NEVER result in an auto-renewal. Classmates.com, in my opinion has questionalle ethics and uses deceptive business practices.

Desired Settlement: A refund of the fraudulent renewal fee. It is also amazing that, after checking reviews on Classmates.com that there are thousands of negative reviews regarding their billing practices. How couild the BBB ever give thes folks an A+ based on their track record?

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ Complaint number: XXXXXXXX Consumer name: **** ******** We are in receipt of the Better Business Bureau Complaint filed by Ms. ******** regarding her claim that Classmates, Inc. ("Classmates') renewed her membership without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ******** of the Automatic Renewal Program. Ms. ******** purchased an introductory priced 3 month auto-renewing paid membership on April 13, 2014 in the amount of $7.50. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ******** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ******** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. ******** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ********'s membership registration number, the amount Ms. ******** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ******** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on July 13, 2014, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a pro-rated refund to Ms. ******** in the amount of $13.37 on July 23, 2014. Ms. ******** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember. I hope this information has successfully resolved Ms. ********'s complaint. Should your office or Ms. ******** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Classmates.com, as documented by the thousands of online complaints has questionable business ethics. Simply do a Google search on 'classmates.com reviews' to see the broad scope of billing complaints. Just one review site posts over 1500 complaints.Furthermore, a 'trial' membership implies that there is no further obligation of the customer. Again, questionable business ethics. It is quite clear that classmates.com is preying on the unsuspecting customer and relies on the one 'renewal' billing they process to fatten their coffers. It should also be noted that the 90-day 'renewal' was charged at two times the normal renewal. The 'discounted' renewal rate is prominently posted of their website. This is another example of their shallow business ethics. ONLY a full refund will show that this outfit has appropriate business ethics. If considerung classmates.com as a provider, caveat emptor! Final Business Response /* (4000, 9, 2014/07/25) */ Complaint number: XXXXXXXX Consumer name: **** ******** We are in receipt of the consumer rebuttal from Ms. ********. Contrary to ************* statements, Classmates does not offer a "trial membership". Our discounted membership packages are offered as "Introductory" offers. As noted in our July 23, 2014 response, Classmates provides clear information in several locations on its website and within the Gold membership registration process that fee-based memberships will automatically renew. The processes and various places in which Classmates notified Ms. ******** of the Automatic Renewal Program were specifically outlined in our previous response. Additionally, the disclosure on the purchase page specifically stated that her "card will be charged $15.00 for each renewal." A copy of the Introductory 3 month membership purchase page is attached for your review. Despite our stated no refund policy, we have provided Ms. ******** a pro-rated refund in the amount of $13.37 as a matter of courtesy. This information should successfully resolve Ms. ********'s complaint and Classmates now considers this matter closed. Sshould the BBB or Ms. ******** have any questions or need additional information related to her courtesy refund, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. Final Consumer Response /* (2000, 11, 2014/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) A 'courtesy' refund, while not complete, is acceptable. The credit has already posted to the account. Thanks!

7/28/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received incorrect product stated in purchase

Desired Settlement: A return or exchange for correct product I purchased and paid for.

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ Case number: XXXXXXXX Consumer: ******* **** We are in receipt of the Better Business Bureau complaint filed by Ms. ****. In researching this complaint request, I have been unable to locate an account matching Ms. ****'s complaint, location or email address provided to your office. Before I am able to respond to Ms. ****'s complaint, I will need more information in locating her account and/or the specific purchased product referenced in her complaint. If Ms. **** is registered under a different email address, name or state please forward the following information so that I can research her complaint further: A registration or account number associated with Ms. ****'s membership. Ms. ****'s name as it appears on her class/member list. The email address used to register with the website. Ms. ****'s school affiliation associated with her registration information. Ms. ****'s graduation year or year(s) attended. The last 4 digits of the debit/credit card used to purchase the product referenced in her complaint I look forward to successfully resolving Ms. ****'s complaint. Should your office or Ms. **** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Initial Consumer Rebuttal /* (3000, 7, 2014/06/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) Reference# XXXXXXXX-X Billed for student ******* ********* at XXXXX************************, ca XXXXX I ordered yearbook 1970 as stated for classmate ******* ********* whom of which is listed under year 1970 and is not a student of that year but of 1969 high school *************, ca I purchased to have over nighted for Father's Day and did not receive it until several days after. Purchased under email *******@gmail.com with visa ending in ***** This.purchase was for my father for Father's Day. I spoke to a customer service representative of whom stated there are data entry errors. Please re order the correct year he graduated and fix your record so that my father can have what I promised him for Father's Day or a refund of my money- this book is of no use to me or my father. I am interested in your service for future orders but not with this kind of service. Final Business Response /* (4000, 11, 2014/07/15) */ Complaint number: XXXXXXXX Consumer name: ******* **** We are in receipt of the Better Business Bureau Complaint filed by *** **** regarding her dissatisfaction with a yearbook she ordered from Classmates, Inc. ("Classmates"). On July 9, 2014 one of our Member Care Supervisors spoke to *** **** regarding her purchase. During the call, *** **** agreed to return the incorrectly ordered book back to Classmates and, in return, we will provide her with a full refund so that she can order the correct yearbook of interest. I hope this information has successfully resolved *** ****'s complaint. Should your office or *** **** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

7/18/2014 Billing/Collection Issues
7/14/2014 Billing/Collection Issues
7/8/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been charged for this service for the last 10 years and was unaware that I was still paying for service. I cancelled it several years ago and they were still hitting my account. Bad practices in my opinion. I will leave every review out there that is available to me by way of internet.

Desired Settlement: I want the service cancelled...

Business Response: Initial Business Response /* (1000, 5, 2014/06/23) */ Complaint number: XXXXXXXX Consumer name: ******* ****** We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his claim that Classmates, Inc. ("Classmates) automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program. Contrary to Mr. ******'s claims, he initially purchased a 1 paid membership on February 3, 2002. This membership lapsed on February 3, 2003. Mr. ****** then purchased a two year auto-renewing membership on June 13, 2008. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change his status at any time. Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******'s membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for additional terms and his credit card was charged $59.00 on June 13, 2010, and every two years thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded Mr. ******'s membership in the amount of $59.00 on June 23, 2014. Mr. ****** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Mr. ******'s membership has been converted to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember. I hope this information has successfully resolved Mr. ******'s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

7/8/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I got charged $39.00 on my credit card and never approved the charge to my knowledge. I did agree to join Classmates.com for a 2 year membership because I was trying to locate my brother and saw a message that he had tried to contact me, but as a free member I could not see his profile or the message that he sent to me. After paying for the VIP membership, there was absolutely no additional information made available to me. All messages from people that had visited my profile were still blacked out and I could still not contact my brother or find any information on him. I was not informed that their would be a reoccurring charge. After I joined in 2011, I got Pancreatic cancer and have had 7 operations, so I have been in the hospital most of the past 2 years. When I saw a charge on my credit card bill I disputed the charge but Classmates is still charging me. I have never received any correspondence from them other than the automatic e-mails that I get every week saying that new people have visited my profile page. I have never been able to see who they are since their names are always blacked out, and I have never been able to see any information as a paid subscriber that I was able to see as a free subscriber. I have removed my credit card info and removed my profile. There is nothing on their website that allows me to contact them. I am completely bedridden and on Hospice care and don't need this extra stress.

Desired Settlement: All I want is for my $39.00 charge to be refunded and to be removed from their mailing list and membership.

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ Complaint number: XXXXXXXX Consumer name: **** ********* We are in receipt of the Better Business Bureau complaint filed by *** ********* regarding his claim that Classmates, Inc. ("Classmates") automatically renewed his membership and charged his credit card without his permission. Classmates provides information in several locations on its website and within the paid membership registration process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ********* of the Automatic Renewal Program. Mr. ********* registered on the Classmates website on September 9, 2003 and created a free, basic membership under registration number XXXXXXXXX. On March 20, 2008 Mr. ********* created a second free membership under registration number XXXXXXXXXX using the same email address as his first membership. On November 12, 2012 Mr. ********* purchased a 1 year auto-renewing paid membership under registration number XXXXXXXXXX. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ********* was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. Mr. ********* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass ** any other subscription-based Paid Services, you will be enrolled in Classmates' automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Classmates to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Classmates' automatic renewal program, at the time of each such renewal you authorize Classmates to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Classmates' automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly after his 2012 purchase Mr. ********* would have received a paid membership confirmation email to the email address associated with his account. This email contained Mr. *********'s membership registration number, his renewal date, the amount Mr. ********* paid for his paid membership and a link to his "Account" settings. The "Account" section is accessible from nearly every page of the Classmates website and is located in the upper right hand corner of the webpage. Once a member logs in to "Account," they will see an "Account & Billing" option. Within the "Account & Billing" section is the member's Membership Type, Expiration Date and Renewal Option. By clicking the listed hyperlinked renewal option choice, members can change their renewal option from automatic to manual. According to our records, Mr. ********* did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $39.00 on November 12, 2013, in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchases. As stated in his complaint, Mr. ********* disputed the renewal fee with his credit card and a chargeback was initiated to his account on February 17, 2014 in the amount of $39.00. Mr. ********* should note these funds on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Per his request, I have also deleted both of Mr. *********'s free and paid memberships from the Classmates website. In light of Mr. *********'s situation and his inability to fully maximize his Classmates benefits due to his conflicting free and paid memberships, I would be happy to provide Mr. ********* with a complimentary All Access Pass paid membership. If Mr. ********* would like to redeem this membership, please have him respond to me directly at ***************@classmates.com. I hope this information has successfully resolved Mr. *********'s complaint. Should your office or Mr. ********* have any questions or need additional information, please feel free to contact me. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager ***************@classmates.com Classmates, Inc.

7/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This is the second time Classmates.com has used "autorenewal" after I clearly told them not to have me listed under autorenewal. I called them today, June 11, 2014 and they apologized, said they would refund my money, but I would have to wait up to 30 days. I told them the autorenewal charge overdrew my bank account and I would be charged a $35.00 overdraft fee, and again, they apologized and said there was nothing they could do about the overdraft fee or the waiting time of up to 30 days for a refund.

Desired Settlement: I want immediate credit to my bank account for the $39.00 autorenewal fee and I want them to pay my $35.00 overdraft fee.

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ Complaint #: XXXXXXXX Consumer Name: ****** ***** We are in receipt of the complaint filed by Ms. ***** regarding her claim that Classmates, Inc. ("Classmates") automatically renewed her membership and charged her credit card without her permission. Classmates provides information in several locations on its website and within the paid membership registration process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ***** of the Automatic Renewal Program. Ms. ***** joined the Classmates website on October 30, 1999 as a free basic member. Since that time, Ms. ***** has purchased 12 different one year memberships, nine of which she successfully changed her Automatic Renewal status and three for which she has been refunded. Her last membership was purchased for $19.95 on June 11, 2013. On the payment information page of the paid membership purchase process that appeared at that time, Ms. ***** was notified that her membership would automatically renew unless she changed her membership type to manual which could be located in the "Account" section of the website and that her membership would renew to the full standard price of $39.00. Prior to completing her purchase, Ms. ***** was presented language that stated by clicking the Submit or Purchase button below to purchase her paid membership she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." The "Account" section is accessible from nearly every page of the Classmates website and is located in the upper right hand corner of the webpage under the settings icon drop down menu. Once a member logs in to "Account," they will see a "Membership Information" section listed at the top center of the page. Underneath this header, the Membership Type, Expiration Date and Renewal Option are listed. By clicking the listed hyperlinked renewal option choice, members can change their renewal option from automatic to manual. According to our records, Ms. ***** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged the standard, full price 1 year membership fee of $39.00 on June 11, 2014, in accordance with the disclosures and the Terms of Service that she agreed to during her purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Classmates Member Care Representative provided Ms. ***** with a $39.00 refund on June 11, 2014. Ms. ***** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Her Classmates membership has now reverted to a free, basic membership. As Ms. ***** is clearly well aware of the automatic renewal program and the Terms of Service clearly state that Ms. ***** must change her renewal status after each purchase, Classmates will not provide any such refunds in the future. Should she elect to purchase any future memberships she will need to change her membership settings found in the "Account" section on the Classmates website after she has completed her membership purchase process. Additionally, per the Terms of Service, it is the responsibility of the member "to ensure that sufficient funds are available to cover the charges for the Paid Services, and we have no liability for any overdraft or other fees that you may incur as a result of our processing of your payment." This information should successfully resolve Ms. *****'s complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact us at ***************@classmates.com. Sincerely, **** ******* *** ** & ********* ********** ******* Classmates, Inc. www.classmates.com

7/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am continuously being billed each month even though I have requested my account canceled many times and my login no longer works

Desired Settlement: discontinue billing me

Business Response: Initial Business Response /* (1000, 5, 2014/07/02) */ Case number: XXXXXXXX Consumer: **** ********* We are in receipt of the Better Business Bureau complaint filed by Mr. *********. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ********* of the Automatic Renewal Program. I have found two memberships under Mr. *********'s name. The first membership was created on May 24, 2001 under registration number XXXXXXXXX, however, this membership was deleted from the website on April 11, 2014 and has never had a paid membership associated with it. Mr. ********* purchased a 3 month auto-renewing paid membership on June 28, 2011. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ********* was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged $15.00 for each renewal period, and that he could visit the "Account" portion of the website to change that at any time. Mr. ********* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. ********* would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. *********'s membership registration number, the amount Mr. ********* paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Mr. ********* did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $15.00 on September 28, 2011, and every three months thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a refund of Mr. *********'s last three membership fees in the total amount of $45.00 on July 1, 2014. Mr. ********* should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Lastly, I have deleted this second membership and removed Mr. *********'s information from the website. He may still continue to receive residual emails over the course of the next 10 days. Residual emails are emails are emails already scheduled to be delivered in our email system. He should feel free to disregard these at his convenience. I hope this information has successfully resolved Mr. *********'s complaint. Should your office or Mr. ********* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com Initial Consumer Rebuttal /* (2000, 7, 2014/07/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/2/2014 Billing/Collection Issues
6/18/2014 Billing/Collection Issues
6/16/2014 Billing/Collection Issues
6/13/2014 Billing/Collection Issues
6/10/2014 Billing/Collection Issues
6/2/2014 Billing/Collection Issues
5/28/2014 Billing/Collection Issues
5/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In November 2013 I informed Classmates they could not use my visa number anymore. On April 30, 2014 the charge to my visa appeared. I did not authorize this, nor have I been to their on line site.

Desired Settlement: I pay the visa in full each month; however, I did not pay the $15. this time. I would like them to credit the visa, with interest that is accrued on their $15.

Business Response: Initial Business Response /* (1000, 5, 2014/05/14) */ Complaint number: XXXXXXXX Consumer name: ******* ********* We are in receipt of the Better Business Bureau Complaint filed by Ms. ********* regarding her claim that Classmates, Inc. ("Classmates') automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ********* of the Automatic Renewal Program. Ms. ********* purchased a 3 month auto-renewing paid membership on January 29, 2013. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ********* was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ********* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Classmates' automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Classmates to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Classmates' automatic renewal program, at the time of each such renewal you authorize Classmates to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Classmates' automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. ********* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. *********'s membership registration number, the amount Ms. ********* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ********* did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on April 29, 2013 and every three months thereafter, per our Terms of Service that she agreed to during her initial purchase. Nor does Classmates have any record of Ms. ********* contacting us regarding her membership as she claims in in her complaint. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded Ms. *********'s membership in the amount of $15.00 on May 14, 2014. Ms. ********* should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. I have converted her Classmates membership to a free, basic membership. However, I noticed that there are two additional free basic memberships associated with Ms. *********'s email address: registration number XXXXXXXXXX created on August 10, 2005 and registration number XXXXXXXXXX created on October 31, 2006. If she would like to cancel any of these free memberships she can use the following link to remove herself from the website: http://www.classmates.com/cmo/user/remove/ or she can respond to this email and I will remove the accounts for her. I hope this information has successfully resolved Ms. *********'s complaint. Should your office or Ms. ********* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

5/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am one of several hundred people that have been billed indiscrimanently by this company. An arbitrary $39 was charged to my credit card account this month, as an underhanded way of collecting further revenue. I do not understand how they are eligible for an A+ BBB rating.

Desired Settlement: A credit of $39 to my Chase credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/05/16) */ Complaint number: XXXXXXXX Consumer name: **** ******* We are in receipt of the Better Business Bureau Complaint filed by Mr. **** ******* regarding his claim that Classmates, Inc. ("Classmates") automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ******* of the Automatic Renewal Program. Mr. ******* purchased 1 year auto-renewing paid membership on May 6, 2013. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ******* was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. Mr. ******* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass ** any other subscription-based Paid Services, you will be enrolled in Classmates' automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Classmates to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Classmates' automatic renewal program, at the time of each such renewal you authorize Classmates to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Classmates' automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. ******* would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. *******'s membership registration number, the amount Mr. ******* paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Mr. ******* did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $39.00 on May 6, 2014, in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. Additionally, Mr. *******'s membership record indicates he has purchased several previous automatically renewing memberships with Classmates: a 1 year automatically renewing membership on November 18, 2002, which he successfully placed in a manual renewing state, and a 2 year renewing membership purchased on May 13, 2007 which renewal fees Classmates subsequently refunded per his request on May 24, 2011. As Mr. ******* is aware from previous discussions with Classmates Member Care, Classmates has a no refund policy. However, as a matter of customer courtesy, a Classmates Member Care Representative provided Mr. ******* with a pro-rated refund in the amount of $38.36 on May 12, 2014. Mr. ******* should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. In the meantime, his membership has converted to a free, basic membership. In the event he would like to cancel his free membership he can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. Should Mr. ******* elect to purchase another paid membership in the future he should ensure that he selects his desired renewal status as Classmates will not provide any additional refunds for him going forward. Should your office or Mr. ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Initial Consumer Rebuttal /* (2000, 7, 2014/05/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) Received credit on my Chase credit card account, as indicated in Classmate's response.

5/21/2014 Billing/Collection Issues
5/21/2014 Advertising/Sales Issues
5/14/2014 Billing/Collection Issues
5/6/2014 Problems with Product/Service
5/6/2014 Advertising/Sales Issues
5/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I see that many people have complained about the automatic billing procedure that Classmates uses and that the BBB has cleared all those by saying that the charges are clearly explained by the company. The real issue is that Classmates does not notify the customer that an impending charge is due. I recently bought a 3 month trial membership and did not intend to renew but expected that Classmates, as do most businesses I've dealt with where there is a credit card on file for automatic billing, will still notify the customer when the charge is due. Classmates does not do this. I believe this is a deliberate way to get an extra charge out of people who don't care for their product.

Desired Settlement: A refund of $15.00 charged to my credit card on 4 April 2014 or a change in the company's policy so that customers are given the warning of an impending charge with ample time to cancel the membership if so desired.

Business Response: Initial Business Response /* (1000, 5, 2014/04/30) */ Complaint number: XXXXXXXX Consumer name: **** ********* We are in receipt of the Better Business Bureau Complaint filed by *** ********* regarding his claim that Classmates, Inc. ("Classmates") automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ********* of the Automatic Renewal Program. *** ********* purchased a 3 month auto-renewing paid membership on January 4, 2014. On the payment information page of the paid membership purchase process, prior to completing his purchase, *** ********* was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged $15.00 for each renewal period, and that he could visit the "Account" portion of the website to change that at any time. *** ********* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ********* would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained *** *********'s membership registration number, the amount *** ********* paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ********* did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $15.00 on April 4, 2014, in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a pro-rated refund to *** *********'s last membership fee in the amount of $10.88 on April 29, 2014. *** ********* should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. *** *********'s Classmates membership has reverted to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** *********'s complaint. Should your office or *** ********* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Initial Consumer Rebuttal /* (2000, 7, 2014/05/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Classmates should still alert customers at least 2 days before the automatic charge is due.

4/28/2014 Billing/Collection Issues
4/14/2014 Billing/Collection Issues
4/8/2014 Billing/Collection Issues
4/3/2014 Problems with Product/Service
4/1/2014 Billing/Collection Issues
3/27/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was signed up for a one (1) year service and they have changed it to auto renew without my permission. They just charged me $59 on February 21 and I have contacted classmates.com requesting cancellation and an immediate refund. They refuse to refund my money for a service I do not use and do not want. The total billed was $59.

Desired Settlement: $59 refund.

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ Complaint number: XXXXXXXX Consumer name: ***** **** We are in receipt of the Better Business Bureau Complaint filed by *** ***** **** regarding his claim that Classmates, Inc. ("Classmates") automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. **** of the Automatic Renewal Program. Mr. **** purchased a 2 year auto-renewing paid membership on February 20, 2012. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. **** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change his status at any time. Mr. **** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass ** any other subscription-based Paid Services, you will be enrolled in Classmates' automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Classmates to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Classmates' automatic renewal program, at the time of each such renewal you authorize Classmates to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Classmates' automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. **** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ****'s membership registration number, the amount Mr. **** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Mr. **** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $59.00 on July February 20, 2014 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Classmates Member Care Representative provided Mr. **** with a pro-rated refund in the amount of $57.79 on March 7, 2014. Mr. **** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Per his request, the representative also deleted Mr. ****'s Classmates membership and remove his registration from the Classmates website. This information should successfully resolve Mr. ****'s complaint. Should your office or Mr. **** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

3/25/2014 Problems with Product/Service
3/24/2014 Billing/Collection Issues
3/17/2014 Billing/Collection Issues
3/13/2014 Problems with Product/Service
3/13/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My problem is that I do not know my password so I cannot cancel my membership. I think it is terrible that First I am charged for a renewal that I had never intended to pay or if I did I think I should have been notified. I know I will not receive a refund but really as a conscientious business a reminder would have been nice. I am going to respond to the Better Business Bureau Second because I believe it is trickery to bring us on board for $2.00 then charge us $15.00 for a renewal.

Desired Settlement: I would like to have my membership cancelled and In the future I would like to see all renewal notifications be sent so that the Participants can choose if they want to continue.

Business Response: Initial Business Response /* (1000, 5, 2014/03/11) */ Complaint number: XXXXXXXX Consumer name: ***** ****** We are in receipt of the Better Business Bureau Complaint filed by *** ****** regarding her claim that Classmates, Inc. ("Classmates') automatically renewed her membership and charged her credit card without prior notification. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ****** of the Automatic Renewal Program. *** ****** purchased a discounted 3 month auto-renewing paid membership on August 9, 2013. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. *** ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Classmates' automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Classmates to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Classmates' automatic renewal program, at the time of each such renewal you authorize Classmates to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Classmates' automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** ******'s membership registration number, the amount *** ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. If a members is unable to access the Account section of the website because they are unable to remember their password, they simply have to follow the "Lost Password" process for instructions on how to request a new password. According to our records, *** ****** did not opt out of the automatic renewal program and her membership was renewed for additional terms and her credit card was charged the full membership fee of $15.00 on November 9, 2013 and February 9, 2014, per our Terms of Service that she agreed to during her initial purchase. Per *** ******'s request, a Classmates Member Care Representative cancelled her membership on March 7, 2014 and removed her information from the Classmates website. I hope this information has successfully resolved *** ******'s complaint. Should your office or *** ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Final Consumer Response /* (3000, 7, 2014/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I accept the response, but because I was unable to open classmates member care from the web page I suggest that a phone number for support would have been helpful. I use a work email system and can not upgrade my internet. I still believe a reminder instead of an automatic charge is appropriate. Classmates has cancelled my membership. Thank you for your help. I do accept the response, I just do not believe their business practices are customer friendly and without your intervention they would not have responded so quickly. Thank you ***

3/12/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My debit card was charged 39.00 "recurring" charge on 1/29/14. I did not authorize this charge. Attempted to contact classmates thru their website. I must have a password. When I have asked for it to be reset, several times, I never received any emails from them for password reset. I have tried to close my account before with the same results.

Desired Settlement: I would like a refund of the 39.00 and for my account to be closed FOREVER!

Business Response: Initial Business Response /* (1000, 5, 2014/02/11) */ Complaint number: XXXXXXXX Consumer name: ***** ****** We are in receipt of the Better Business Bureau Complaint filed by *** ****** regarding her claim that Classmates, Inc. ("Classmates") automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ****** of the Automatic Renewal Program. *** ****** purchased a 1 year auto-renewing paid membership on May 6, 2008 under registration number XXXXXXXXX. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. *** ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** ******'s membership registration number, the amount *** ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ****** did not opt out of the automatic renewal program and her membership was renewed for additional terms and her credit card was charged $39.00 on May 6, 2009 and every year thereafter per our Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a pro-rated refund to *** ******'s membership in the amount of $8.98 on February 11, 2014. *** ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Additionally, I have deleted her membership and she will no longer be listed on the Classmates.com website. However, she may continue to receive residual emails over the course of the next several days. Residual emails are emails already queued to be delivered to our members via our email delivery system. Although *** ******'s complaint states that a purchase was charged to her credit card on January 29, 2014, I am unable to find a paid account associated with the information provided in her complaint for a charge on that date. She may want to check her records to see if she has a duplicate paid membership or if another member of her household has a paid membership using her credit card information. Alternatively, if she would like to provide me with the last four digits of the card that she states was charged I can review our payment processing records and attempt to locate a match. Should your office or *** ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Final Consumer Response /* (2000, 11, 2014/03/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 9, 2014/03/06) */ Complaint number: XXXXXXXX Consumer name: ***** ****** As noted in our February 11, 2014 response, Classmates provides clear information in several locations on its website and within the paid membership registration process that fee-based memberships will automatically renew and are non-refundable. The processes and various places in which Classmates notified Ms. ****** of the Automatic Renewal Program were specifically outlined in our previous response. Additionally, even though Classmates has a stated no refund policy, which Ms. ****** agreed to at the time of her purchase, we provided a pro-rated refund as a matter of courtesy and closed her account per her request. I would be happy to close Mr. ******'s account as well if Mr. ****** can provide his email address so that I can locate his membership. Mr. ****** should email the information associated with his account to ***************@classmates.com. At this time Classmates considers Ms. ******'s complaint closed. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc.

2/24/2014 Billing/Collection Issues
2/24/2014 Problems with Product/Service
2/24/2014 Billing/Collection Issues
2/12/2014 Billing/Collection Issues
2/12/2014 Billing/Collection Issues
2/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have asked repeatedly that Classmates.com delete my name from their e-mail marketing and despite having sent several email requests to this effect, they have failed to do so. I consider this equivalent to e-harassment and ask that they cease and desist from such promotions when a prospective customer declines their service.

Desired Settlement: I am not asking for any monetary settlement. Simply that they comply with a targeted market individual's request to be deleted from their distribution e-mailing.

Business Response: Initial Business Response /* (1000, 5, 2014/01/29) */ Complaint number: XXXXXXXX Consumer name: ******* ***** Registration No.: XXXXXXXXXX We are in receipt of the BBB Complaint filed by *** *****. According to our records, a Classmates Member Care Representative removed *** *****'s membership from the Classmates website on January 27, 2014. *** ***** may still continue to receive residual emails from Classmates for up to 10 days. Residual emails are emails that are already scheduled to be delivered to our members in our email system. I hope this information has successfully resolved *** *****'s complaint. Should your office or *** ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Final Consumer Response /* (2000, 7, 2014/01/31) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/30/2014 Billing/Collection Issues
1/30/2014 Billing/Collection Issues
1/29/2014 Billing/Collection Issues
1/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: MULTIPLE attempts to cancel account and debits continue for YEARS

Desired Settlement: Refund and discontinuation of debits

Business Response: Initial Business Response /* (1000, 5, 2014/01/24) */ Complaint number: XXXXXXXX Consumer name: ******* ****** We are in receipt of the Better Business Bureau Complaint filed by *** ******* ****** regarding his claim that he was unable to cancel his membership and that his membership continued to automatically renew. According to our records, *** ******'s Classmates membership was deleted in January 2012. However, there is a second membership under the email address provided in *** ******'s Complaint for a *****/******** ******. It is with the assumption that this is the membership referenced in *** ******'s response that the below information is provided. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ****** of the Automatic Renewal Program. *** ****** purchased a 3 month auto-renewing paid membership on September 18, 2005. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. *** ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** ******'s membership registration number, the amount *** ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ****** did not opt out of the automatic renewal program and her membership was renewed for additional terms and her credit card was charged $15.00 every 3 months thereafter, per our Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded *** ******'s last two membership terms in the amount of $30.00 on January 23, 2014. *** ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** ******'s complaint. Should your office or *** ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com Final Consumer Response /* (2000, 7, 2014/01/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/28/2014 Billing/Collection Issues
1/22/2014 Billing/Collection Issues
1/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Classmates.com charged my credit card for a subscription that I did not authorize. Also that particular credit card had expired and they were still able to charge the account.

Desired Settlement: I would appreciate the amount charged on my credit/ debit card be refunded. The amount was $39.00.

Business Response: Initial Business Response /* (1000, 5, 2014/01/08) */ Complaint number: XXXXXXXX Consumer name: ***** **** We are in receipt of the Better Business Bureau Complaint filed by *** **** regarding her claim that Classmates, Inc. ("Classmates") automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** **** of the Automatic Renewal Program. *** **** purchased a 1 year auto-renewing paid membership on December 23, 2007. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** **** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. *** **** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** **** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** ****'s membership registration number, the amount *** **** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** **** did not opt out of the automatic renewal program and her membership was renewed for additional terms and her credit card was charged $39.00 on December 23, 2008 and every year thereafter through December 23, 2013 once her credit card company provided the updated account information, per the Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded *** ****'s membership in the amount of $39.00 on January 8, 2014. *** **** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** ****'s complaint. Should your office or *** **** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

1/16/2014 Billing/Collection Issues
1/16/2014 Billing/Collection Issues
1/10/2014 Billing/Collection Issues
1/10/2014 Billing/Collection Issues
1/9/2014 Billing/Collection Issues
1/3/2014 Problems with Product/Service
1/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a member of classmates, about 2 years ago, for only 1 month and didn't like it, so I unsubscribed. I did not ask to be renewed. After looking at my ****** credit card statement, I saw a $39 renewal charge from classmates. I tried calling them, and was constantly put on hold, and received a message they were in a meeting. ****** also tried to contact them, and got the same response. This morning I received an email from classmates stating my membership had run out and they wanted me to purchase another membership for $39. I haven't been able to make any progress to get the charges reversed, so am writing to you.

Desired Settlement: Reimbursement of the $39 membership fee.

Business Response: Initial Business Response /* (1000, 5, 2013/12/09) */ Complaint number: XXXXXXXX Consumer name: ***** ******* We are in receipt of the Better Business Bureau Complaint filed by *** ******* regarding her claim that Memory Lane, Inc. /dba/ Classmates automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ******* of the Automatic Renewal Program. *** ******* purchased a 1 year auto-renewing paid membership on October 4, 2010. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** ******* was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. *** ******* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ******* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** *******'s membership registration number, the amount *** ******* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ******* did not opt out of the automatic renewal program and her membership was renewed for additional terms and her credit card was charged $39.00 on October 4, 2011 and every year thereafter, per our Terms of Service that she agreed to during her initial purchase. Previous to this membership *** ******* had a 3 month automatically renewing membership which she successfully placed in a manual renewing state in 2009. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, *** *******'s membership was refunded in the amount of $39.00 on October 26, 2013. *** ******* should have noted this refund on her account within 30 to 60 days after the refund was issued depending on her financial institution's billing cycle. The $39.00 amount reflected on her Target card statement should be this refund and not a renewal charge. After her membership was refunded, ************ account was converted to a free, basic membership. I hope this information has successfully resolved *** *******'s complaint. Should your office or *** ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

1/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My credit card was billed $39 for membership renewal without my consent (credit card on file was expired). Automatic charging of one's credit card without prior notification is illegal in several states (Colorado may be one of them).

Desired Settlement: Refund of $39 and complete removal of my credit card information from all Classmates databases.

Business Response: Initial Business Response /* (1000, 5, 2013/12/16) */ Case number: XXXXXXXX Consumer: ******* ********* We are in receipt of the Better Business Bureau complaint filed by *** *********. In researching this complaint, I have been unable to locate a paid Membership associated with *** ************ name, address or email address provided to your office. Before I am able to respond to *** *********'s complaint, I will need more information in locating a Gold membership in his name. We request that *** ********* please forward the following information so that I can research his complaint further: * A registration or account number associated with *** *********'s membership. * *** *********'s name as it appears on his class/member list. * The email address used to register with the website. * *** *********'s school affiliation associated with his registration information. * *** *********'s graduation year or year(s) attended. * The last four digits of *** *********'s debit or credit card that he states was charged. Should your office or *** ********* have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com Final Consumer Response /* (2000, 13, 2014/01/02) */ Classmates did refund my $39, which is what I requested for resolution, so I probably should have answered "Yes" to the question "Has this issue been resolved?" Although I do want my previous comments viewed by Classmates and posted for other viewers with similar complaints to see. Final Business Response /* (4000, 9, 2013/12/23) */ Complaint number: XXXXXXXX Consumer name: ******* ********* I was able to locate *** *********'s membership record with the additional information he supplied in connection with his BBB Complaint claim that Classmates, Inc. ("Classmates") automatically renewed his membership and charged his credit card without his permission. For his future reference, his account is registered with the email address *****************@infoprint.com, under registration number XXXXXXXX. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ********* of the Automatic Renewal Program. *** ********* purchased a 1 year auto-renewing paid membership on December 3, 2012. On the payment information page of the paid membership purchase process, prior to completing his purchase, *** ********* was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at anytime. *** ********* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ********* would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained *** *********'s membership registration number, the amount *** ********* paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ********* did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $39.00 on December 3, 2013, per our Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have refunded *** *********'s membership in the amount of $39.00 on December 23, 2013. *** ********* should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. His paid membership has converted to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** *********'s complaint. Should your office or *** ********* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates, Inc. www.classmates.com

12/23/2013 Billing/Collection Issues
12/19/2013 Problems with Product/Service
12/9/2013 Billing/Collection Issues
12/5/2013 Billing/Collection Issues
12/5/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The company billed my debit account without any authority. My account number had changed and they somehow got that as well.

Desired Settlement: reimbursement of monies to account.

Business Response: Initial Business Response /* (1000, 5, 2013/11/19) */ Complaint number: XXXXXXXX Consumer name: ********* ****** We are in receipt of the Better Business Bureau Complaint filed by *** ********* ******* regarding her claim that Memory Lane, Inc. /dba/ Classmates automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ****** of the Automatic Renewal Program. *** ****** purchased a 2 year auto-renewing paid membership on October 20,2011. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. *** ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** ******'s membership registration number, the amount *** ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ****** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $59.00 on November 11, 2013 once her credit card company provided the updated account information, per our Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Member Care Representative provided a pro-rated refund to *** ******'s membership in the amount of $58.43 on November 18, 2013. *** ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. In the meantime, *** ******'s Classmates membership was converted to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** ******'s complaint. Should your office or *** ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

11/26/2013 Problems with Product/Service
11/26/2013 Problems with Product/Service
11/20/2013 Billing/Collection Issues
11/20/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received and email from Classmates.Com on October 21,2013 stating:"Your membership has expired Renew and save 50% 3 months $7.50 was $15.00****, your Classmates membership expired September 29,2013, and we were unable to automatically renew it as you requested. Please update your billing information and renew today."I chose to not provide updated billing information and forgo renewal. After checking my bank account the next day, $15.00 had been deducted and the email was in reality, fraudulent misrepresentation. Further as a result, the $15.00 overdrew my account and cost an additional $34.00 insufficient funds fee. The net debit was then a total of $49.00. I emailed classmates and explained the email and the unauthorized charge, requested a charge reversal and was told the automatic renewal was part of the agreement clearly outlined in the fine print. The fact that they said "they were unable to charge my card" and I did not update my billing info yet they DID charge my card was a fraudulent misrepresentation. The email was misleading and resulted in a deceptive transaction by leading me to believe if I didn't update my billing info the renewal charge couldn't/would not occur. Product_Or_Service: Classmates Memory Lane Account_Number: XXXXXXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like the $15.00 charge reversed and if*********** doesn't in turn reverse the $34.00 insufficient funds fee, an additional $34.00 credit to cover the cost of their fraudulent transaction.

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Complaint number: XXXXXXXX Consumer name: ******** ****** ******* We are in receipt of the Better Business Bureau Complaint filed by *** ******* regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ******* of the Automatic Renewal Program. *** ******* purchased a 3 month auto-renewing paid membership on June 29, 2013. On the payment information page of the paid membership purchase process, prior to completing his purchase, *** ******* was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. *** ******* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ******* would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained *** *******'s membership registration number, the amount *** ******* paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ******* did not change his status to manual status and Classmates attempted to renew his membership on September 29, 2013. However, due to outdated credit card information, we were unable to renew his membership until October 21, 2013 once we received confirmation of his updated card information from his credit card company. It appears that on or about the same day we were able to renew *** *******'s membership, he received an email indicating that Classmates had been unable to renew his account up to that date. Typically, this email is not sent to members until we have completed the credit card update process with the financial institution and we are reviewing the timing of this specific email send delivery. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, we have refunded *** *******'s last membership fee in the amount of $15.00 on November 4, 2013. *** ******* should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Since it is unclear from *** *******'s desired resolution statement, I have converted his Classmates membership to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** *******'s complaint. Should your office or *** ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

11/18/2013 Problems with Product/Service
11/7/2013 Billing/Collection Issues
11/7/2013 Problems with Product/Service
11/4/2013 Problems with Product/Service
10/28/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: As many past complaints, I was just charged $39.00 for a renewal of my membership. I was not given advanced notice or the opportunity to decline the offer. I contacted Classmates via their website and was given an obvious generic reply of "Sorry to hear that you don't wish to continue as an All-Access Passholder. To discontinue your paid membership after the current term, you can opt out of the automatic renewal program any time prior to your renewal date...." My response was "I would have expected notification that it was being renewed. Had I gotten that, I would have cancelled the renewal. I can assure you that I will no longer do business with your company and I'm less than pleased that you got more money out of me" The "auto response" I got stated "I've confirmed that your membership is no longer enrolled in our automatic renewal program and you won't be charged again....." I'm not happy that I can't speak to anyone there to see about getting my $39.00 back. I searched for 2 days and finally found a phone number that states that they are out of the office at a business meeting. I've seen a bunch of complaints in researching and looks like many folks have been caught in the fine print like I was.

Desired Settlement: I would like a refund.

Business Response: Initial Business Response /* (1000, 5, 2013/10/10) */ Complaint number: XXXXXXXX Consumer name: ****** ****** We are in receipt of the Better Business Bureau Complaint filed by *** ****** ****** regarding her claim that Memory Lane, Inc. /dba/ Classmates automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ****** of the Automatic Renewal Program. *** ****** purchased a 1 year auto-renewing paid membership on September 24, 2012. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. *** ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** ******'s membership registration number, the amount *** ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ****** did not opt out of the automatic renewal program and her membership was renewed for additional terms and her credit card was charged $39.00 on September 24, 2013, per our Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, we have refunded *** ******'s membership in the amount of $39.00 on October 10, 2013. *** ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** ******'s complaint. Should your office or *** ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com Final Consumer Response /* (3000, 7, 2013/10/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Every other business that I do business with sends notification of automatic renewal, giving the option to not renew. I feel like I am being held captive by classmates in that I couldn't even delete my account on my own. You have to get customer service assistance...which is only via email. They have no phone number to talk to anyone nor do they have online assistance. This company, while acting legally, is bordering on scam as the class action suits in the past should prove. It is $39.00! It isn't going to kill me but I am saddened by this type of business practice. Final Business Response /* (4000, 9, 2013/10/15) */ Complaint number: XXXXXXXX Consumer name: ****** ****** We are in receipt of the consumer rebuttal from *** ****** regarding her claim that it is difficult to contact Classmates or cancel her membership online. In addition to changing her settings in the Account section on Classmates as noted in our previous response, there are many other locations on the website that inform members how to cancel their memberships or provide a link to contact the Classmates Member Care Department to request cancellation. Since Classmates is an online business, our preferable means of communication with our members is through email, which is available 24/7. One such way a member can contact us to cancel their membership is by selecting the "How do I cancel my membership" link on the FAQ section of the main Classmates Help page. By clicking on this link, free and paid Classmates members are provided with information on how to cancel their membership based on their membership type. The paid members are instructed to contact our Member Care Team along with a hyperlink. Once a paid member clicks on the hyperlink they are taken to an email text box with the topic and subject lines pre-selected to "Billing" and "Cancel my membership" along with a free form text field to provide additional information. Additional links to contact the Member Care Department can be found throughout the Classmates Help section, the Privacy Policy, as well as four specific Member Care hyperlinks in the Terms of Service: the first is located in the third paragraph; the second is in Section 2B under Member Conduct; the third is located in Section 8. Termination/Cancellation and; the fourth is located under the Additional Terms, Section 1. Terminating Paid Services. Additionally, our phone, email and address information is listed in Section 10. In addition to our Terms of Service, our phone number is listed on credit card billing statements and publicly in the phone book, the BBB website, a Google search and on the public whois information for Classmates.com. Our phone hours of operation are from 7 a.m. through 4 p.m. Pacific Standard Time. However, we do not currently utilize a voice mail system for calls made after close of business and call volumes may be such during the business day that lengthy hold times may occur. Classmates appreciates the feedback provided by *** ****** in connection with our Automatic Renewal program, however, we do not currently have any plans to change our business rules or terms related to the Program, which is similar to many other online subscription based services. Since Classmates agreed to provide *** ****** a courtesy $39.00 refund, despite our stated no refund policy, in our previous response, we now consider this matter closed. Should the BBB or *** ****** have any questions or need additional information regarding her refund, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Legal Department

10/25/2013 Billing/Collection Issues
10/24/2013 Billing/Collection Issues
10/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They have somehow skimmed a photo of my children from my ******** page without my authorization and are sending an email to their email list inviting them to view my photo. They have done this twice. I asked them to stop using their "privacy" issues email and they have told me to login and change my settings. I explained to them that I am not a member of their site and that I didn't want to register in order to change my settings. I don't want to be giving them even more information about myself. I just want them to stop accessing my photos and emailing strangers photos of my kids.

Desired Settlement: I want them to remove me from their database and to remove all my photos from their servers.

Business Response: Initial Business Response /* (1000, 7, 2013/10/10) */ Complaint number: XXXXXXXX Consumer name: ********* ******* We are in receipt of the Better Business Bureau Complaint filed by**** ********* ******* regarding her claim that Memory Lane, Inc. /dba/ Classmates used a photo from her ******** account without her permission. The following describes the process by which Classmates received *** ********* permission to use her ******** photos. Members of Classmates receive email notifications when someone in their school affiliation posts new photos on the Classmates website. Once members click on the link in the email to view their friend's photo they are prompted to connect their ******** profile with their Classmates profile by using the ******** Connect feature. If the member elects to connect their two accounts, they are notified that certain ******** content, including public profile, friends list, relationships, hometown, photos, personal descriptions, etc. will be provided to Classmates. Once a member accepts this request, they receive a secondary permission page that asks the member to sync their ******** photos with their Classmates profile. If a member elects to do so, their ******** photos are then shared between with Classmates. Once new content is added to a Classmates member's profile on the Classmates website, an auto-generated email is sent out to the member's high school class affiliations notifying them that a member of their class has posted new content on the website. At any time, a Classmates member can visit the settings within the Account section on the Classmates website to change their sharing preferences, stop the future syncing of ******** photos, or delete all of their previously synced photos. According to our records, *** ******* has been a free, basic member of Classmates since before 1999 and her Classmates account utilizes the same email address identified in this complaint. On September 25, 2013 *** ******* exchanged emails with a Classmates Member Care Representative regarding her photos appearing on the Classmates website and in auto-generated emails. A Classmates Member Care Representative provided *** ******* with information regarding the Classmates Photo feature and how to change her photo sharing preferences on the Classmates website. On September 26, 2013 *** ******* sent additional email correspondence and requested that we remove her membership and information from the website. Per her request, a representative removed *** *******'s information and deleted her Classmates membership. I hope this information has successfully resolved *** *******'s complaint. Should your office or *** ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com Final Consumer Response /* (2000, 13, 2013/10/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I did NOT give them permission! I never give third parties permission to access my ******** photos and I never gave them permission to send random links of my photos to complete strangers either. There were never able to substantiate when I gave them this permission they claim they have a process for because I never gave it to them. They appear to have deleted my account so there is not much more they can do other than fix it so they aren't doing this anymore which I will not be able to prove anyway so I will close this case. Final Business Response /* (4000, 11, 2013/10/22) */ Complaint number: XXXXXXXX Consumer name: ********* ******* We are in receipt of the rebuttal response filed by *** ********* ******* regarding her claim that Memory Lane, Inc. /dba/ Classmates used a photo from her ******** account without her permission. We previous outlined how the Classmates Photos feature works in our initial response. Despite *** *******'s rebuttal, her active participation in accepting both the primary and secondary permission requests is the only way Classmates has the ability to access its members' ******** photos. Additionally, ******** requires all third party application providers to obtain users consent in order to operate on their platform. I can confirm that *** ******* has been deleted from the Classmates database on September 26, 2013 per her request. Any emails she received after that date were the result of residual emails that were already queued in our email delivery program prior to her membership deletion date. This information should successfully resolve *** *******'s complaint and Classmates now considers this matter closed. Should your office or *** ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

10/24/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I sent them a 1941 high school year book they would an return with a$25 gift card . They returned book but no gift card .THEY DO NOT ANSWER MY E-MAILS .

Desired Settlement: I WOULD LIKE MY $ 25 GIFT CARD I AM OWED.

Business Response: Initial Business Response /* (1000, 5, 2013/10/10) */ Case number: XXXXXXXX Consumer: ******** ******** We are in receipt of the Better Business Bureau complaint filed by *** ******** regarding her claim she did not receive her $25 Gift Card reward for sending us her yearbook. According to our records, we emailed *** ******** two $25 Amazon gift cards for yearbooks she submitted to Classmates on November 21, 2012 along with a free one year Classmates paid membership. A Member Care Representative resent *** ******** a copy of the email after *** ******** contacted us and reported she had not received the gift cards on February 4, 2013. I have attached the emails for reference. *** ******** should note that the claim codes are located midway down the body of the email. I hope this information has successfully resolved *** ********'s complaint. Should your office or *** ******** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com *****SUPPORTING DOCUMENTS REDACTED BY BBB*****

10/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Made a automatic charge to my credit card. When I asked them to remove it and cancel service they stated it was their policy not to refund automatic charges. I stated that I had no notification of the charges or that my subscription was going to be removed. I told them that I would have my credit card company charge them back for the unauthorized fee.

Desired Settlement: Change policy to notify customer of pending charges and have customer approve them. If customer cancels the membership then credit the prorated share of the fees.

Business Response: Initial Business Response /* (1000, 5, 2013/10/10) */ Case number: XXXXXXXX Consumer: **** *** We are in receipt of the Better Business Bureau complaint filed by *** ***. I have been unable to locate a paid membership associated with the email address *** *** provided in his complaint. Additionally, we have several members who share *** ***'s name listed in our database. To ensure that I am reviewing the correct record, I will need *** *** to provide the following information: * A registration or account number associated with *** ***'s membership. * The email address used to register with the website. * *** ***'s school affiliation associated with his registration information. * *** ***'s graduation year or year(s) attended. * The last four digits of *** ***'s debit or credit card that he states was charged. Should your office or *** *** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com Final Consumer Response /* (2000, 12, 2013/10/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (4000, 10, 2013/10/21) */ Complaint number: XXXXXXXX Consumer name: **** *** We are in receipt of the Better Business Bureau Complaint filed by *** **** *** regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** *** of the Automatic Renewal Program. Without the requested additional information from *** *** I am unable to provide specific information about when he purchased his paid membership, however, when he did purchase his membership he was specifically notified on the payment information page of the paid membership purchase process, prior to completing his purchase that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. *** *** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** *** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained *** ***'s membership registration number, the amount *** *** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. If *** *** did not opt out of the automatic renewal program, his membership would have been renewed for an additional term and his credit card charged the standard price for his selected membership term, per our Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have instructed our Finance Department to allow any credit card chargebacks we receive on behalf of *** ***. Once his financial institution has processed this request, he should note the refund on his financial statement within the next 30 to 60 days depending on his financial institution's billing cycle. I hope this information has successfully resolved *** ***'s complaint. Should your office or *** *** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

10/21/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: have cancelled service at least ten times on there web site. it shows cancelled each time but they keep billing every month.

Desired Settlement: would like refund from the first cacellation. or start class action because I know a lot of people this happins to. please cancel service

Business Response: Initial Business Response /* (1000, 5, 2013/10/04) */ Complaint number: XXXXXXXX Consumer name: ******* ******* We are in receipt of the Better Business Bureau Complaint filed by *** ******* regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ******* of the Automatic Renewal Program. *** ******* purchased a 3 month auto-renewing paid membership on December 18, 2010. On the payment information page of the paid membership purchase process, prior to completing his purchase, *** ******* was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. *** ******* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ******* would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained *** *******' membership registration number, the amount *** ******* paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ******* did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $15.00 on March 18, 2011 and every 3 months thereafter, per our Terms of Service that he agreed to during his initial purchase. *** ******* contacted the Classmates Member Care Department on September 27, 2013 where the representative explained the auto renewal policy, the Classmates no refund policy as outlined in the Terms of Service and changed his renewal status to "manual" on his behalf. As previously stated, Classmates has a no refund policy, however, as a matter of customer courtesy, I have refunded *** *******' last membership fee in the amount of $15.00 on May October 4, 2013. *** ******* should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Since it is unclear from *** *******' desired resolution statement, I have converted his Classmates membership to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** *******' complaint. Should your office or *** ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

10/21/2013 Billing/Collection Issues
10/21/2013 Billing/Collection Issues
10/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: classmates.com can be used to view yearbooks from the past and that website will NOT Accept any of my email addresses...it says that they are all "Misspelled" and then it SAYS it has a has a "link above" for forgotten passwords, but it does not exist!!! what the **** does it take to get the info I am requesting????

Desired Settlement: no money, just fix the **** worthless website so it works, I wanted to view some yearbooks from my high school i attended!!!!!!!!!!! why is this so much to ask??? why do they falsely advertise?

Business Response: Initial Business Response /* (1000, 5, 2013/10/15) */ Complaint number: XXXXXXXX Consumer name: **** ****** We are in receipt of the Better Business Bureau Complaint filed by *** ****** regarding her claim that she was unable to register on the Classmates.com website using her email address. According to our records *** ****** already has two existing free Classmates memberships with the address ******@aol.com. The first account is located under registration number XXXXXXXX and was created on October 18, 2000. *** ******'s last login date for this membership is recorded as February 3, 2010. The second free membership *** ****** has with this email address is located under registration number XXXXXXXXXX and was opened on June 3, 2004. The last login date recorded for this membership is also listed as June 3, 2004. In order to reduce the amount of duplicate memberships in our database, Classmates prohibits the use of an email address being associated with more than two profiles and may display an error message when a new membership is created attempting to use an email address already tied to existing memberships. In order for *** ****** to access her membership(s) she will need to login to her account. To login to her membership she should select the "sign in" button from the upper top of Classmates.com homepage. She will need to enter her password and either one of her registration numbers listed above or the ******@aol.com email address. If she has forgotten her password, she should click on the Forgot your password? link on the login page and follow the instructions provided. She should receive an email with a link to reset her password within 15 minutes. If she hasn't received her password reset email within 15 minutes, she should try these steps: 1. Check the spam or bulk email folder. Email from Classmates may have accidentally arrived in her "spam" or "bulk" email folder instead of her inbox, depending on her AOL settings. 2. Add Classmates to the address book/contact list or email "safe list." She should check with AOL to see what steps she can take to make sure Classmates is added to her address book/contact list or her "safe list." Her password email will be sent from ***************@accounts.classmates.com. She should adjust her settings as needed to make sure incoming messages from this specific email address are not blocked. Once *** ******'s adjusted her email settings, she may need to submit her password request again. If *** ****** would like to delete one of her duplicate memberships she can use the following link to remove one of the memberships from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** ******'s complaint. Should your office or *** ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com Final Consumer Response /* (2000, 7, 2013/10/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/15/2013 Billing/Collection Issues
10/15/2013 Billing/Collection Issues
10/14/2013 Billing/Collection Issues
10/14/2013 Billing/Collection Issues
10/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for classmates years ago and cancelled before the next billing cycle. However, I just realized that I have been being charged yearly since. I called customer service and cancelled my service but since I was bill in August I am forced to be a member for the next year. I asked for a prorated refund since I NEVER visit this website and don't even know my login, and was informed that there are no refunds.

Desired Settlement: A prorated refund for this years service that I was mistakenly billed for in the first place.

Business Response: Initial Business Response /* (1000, 5, 2013/09/26) */ Case number: XXXXXXXX Consumer: ******* ****** We are in receipt of the Better Business Bureau complaint filed by *** ******. In researching this complaint, I have been unable to locate a paid membership associated with *** ******'s name, address or email address provided to your office. The last membership we have on file for *** ****** is registration number XXXXXXXXX. Her last paid membership is recorded as November 24, 2007. This membership was later deleted from the Classmates website on July 14, 2010. Before I am able to respond to *** ******'s compliant, I will need more information in locating a paid membership associated with her name or credit card. We request that *** ****** please forward the following information so that I can research her complaint further: * A registration or account number associated with *** ******'s membership. * *** ******'s name as it appears on her class/member list. * The email address used to register with the website. * *** ******'s school affiliation associated with her registration information. * *** ******'s graduation year or year(s) attended. * The last four digits of *** ******'s debit or credit card and date that charge occurred. In the meantime, *** ****** should confirm that other members of her household do not have a membership associated with her card. Should your office or *** ****** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com

10/9/2013 Billing/Collection Issues
10/3/2013 Billing/Collection Issues
10/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my subscription by phone a few years ago and noticed they charged my credit card $15.00 for services I did not OK. They refuse to give me my money back!

Desired Settlement: Refund my money and cancel my credit card with them!

Business Response: Initial Business Response /* (1000, 5, 2013/09/26) */ Complaint number: XXXXXXXX Consumer name: ******* ****** We are in receipt of the Better Business Bureau Complaint filed by *** ******* ****** regarding her claim that Memory Lane, Inc. /dba/ Classmates automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ****** of the Automatic Renewal Program. *** ****** purchased a 3 month auto-renewing paid membership on January 27, 2013. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. *** ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** ******'s membership registration number, the amount *** ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ****** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on April 27, 2013 and every three months thereafter, per our Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a pro-rated refund to *** ****** in the amount of $8.64 on September 26, 2013. *** ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Since it is unclear from *** ******'s complaint desired resolution statement, I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** ******'s complaint. Should your office or *** ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com Final Consumer Response /* (2000, 7, 2013/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept their response. The fact of the matter is, I phoned them last year and cancelled my membership over the phone and didn't realize they were still charging me since then. I guess it's partly my fault since I didn't notice it on my credit card statement until now. So half the $15.00 is better than nothing because they are gonna keep saying I didn't cancel online even though I did by phone. I will let my friends know to not just cancel by phone, but by website too. They are NOT very good business people by doing that. Thank you BBB.

9/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want to terminate my membership with Classmates.com memory lane. However, the phone number listed on my credit card billing is no longer in service. I have tried to cancel the membership through the internet, but do no think this will be followed through with. I am tired of being endlessly looped in trying to contact them to cancel my membership

Desired Settlement: I want my membership cancelled, and I want a current phone number listed for them on any credit card billings so that the member can actually contact someone by phone.

Business Response: Initial Business Response /* (1000, 6, 2013/09/26) */ Complaint number: XXXXXXXX Consumer name: **** ******* We are in receipt of the Better Business Bureau Complaint filed by *** **** ******* regarding her claim that Memory Lane, Inc. /dba/ Classmates contact information is incorrect. The contact information for Classmates is located on several places on the website, most notably, in the Terms of Service and is posted on credit card statements. Additionally, our contact information can be found by during an internet search as well as on the BBB's Business Review website for Classmates.com. According to our records, *** ******* spoke via telephone with a Member Care Representative on September 17, 2013 and requested a refund and cancellation of her 3 month auto-renewing membership. *** ******* was reminded, per the Classmates Terms of Service, that Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a refund to *** ******* in the amount of $15.00 on September 26, 2013. *** **** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Additionally, I have converted her Classmates paid membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** *******'s complaint. Should your office or *** ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com Final Consumer Response /* (2000, 8, 2013/09/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/30/2013 Billing/Collection Issues
9/30/2013 Billing/Collection Issues
9/30/2013 Billing/Collection Issues
9/30/2013 Billing/Collection Issues
9/18/2013 Billing/Collection Issues
9/17/2013 Billing/Collection Issues
9/17/2013 Billing/Collection Issues
9/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In 2009 I was tricked into signing up for classmates "gold service". The verbiage was worded in a manner to convince the victim that they would be signing up for a short period of time for a much lesser price than was obviously labeled. Further, 4 years later I find that they have been charging my card automatically and not mailing any sort of notice or receipt for said charges with the exception of the original charge. This is very clearly an effort to scam people. I called today and spoke with ******* at extension ***. He agreed to refund me only for the fee they charged me today without my consent. ******* thought he had me when I asked him to show me where it said my card would be automatically charged. He asked me to read the email from 2009. Unfortunately for him, I still had that email and nowhere in the email does it state any such thing.

Desired Settlement: I would like to be refunded the $59.00 that I did not agree to pay nor was I informed that I was going to be charged this fee.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/08) */ Case number: XXXXXXXX Consumer: ***** ****** We are in receipt of the Better Business Bureau complaint filed by *** ******. Unfortunately, I am not able to locate *** ******** membership record using the name, location or email address provided in the complaint. We respectfully request that *** ****** please provide us with the following information so that I can research his complaint further: * A registration or account number associated with *** ******** membership. * *** ******** name as it appears on his class/member list. * The email address used to register with the website. * *** ******** school affiliation associated with his registration information. * *** ******** graduation year or year(s) attended. Additionally, we request that *** ****** provide us with a copy of the 2009 email receipt he referenced in his complaint. I look forward to successfully resolving *** ******** complaint. Should your office or *** ****** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Classmates.com Consumer's Final Response /* (4200, 11, 2013/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) "Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew." This statement is wholly untrue. It appears that thieves tend to think in a manner of how they would act themselves. Let us just stop and think for a second. Do you know anyone that has paid for a service over the internet and willingly agreed to have the credit card automatically charged without notification or receipt? Yeah, I dont either. Please note how *** ******* mentions nothing about how they will not give you a receipt for any payment after the initial one, not will they notify you when they charge your card. So the idea that it is "clearly stated" and "specifically notified that his membership would automatically renew" is completely untrue. Not only was the verbiage for the membership misleading in the first place (I had no intention of purchasing a two year subscription and have the email that I sent regarding that matter from 2009 as well), but the payment information was also deceitful. At no point was I notified by Classmates when they charged my card the second or third time. No receipt offered and no email sent. I find it glaringly obvious that this company has extremely poor business ethic and makes a point to deceive potential customers by essentially tricking them. Only one look at the above response from this company and it is very obvious. The only way that I knew I was being charged for this service is because I happened to look at my credit card statement and saw the unauthorized charge. It is evident that this companies policy is to deceive and steal. If you take a look at the other complaints, you will see this is not an isolated incident by any means and well over 900 people have had issues with Classmates stealing from them. I will reiterate, who signs up for an online service and KNOWINGLY agrees to have their credit card charged every other year without notice or receipt automatically? Herein lies the deceitful nature of the company. I dont suppose I need to get into the issue of how I ended up with a two year subscription, but I will mention it. When signing up for a subscription, there are three options. The cheapest option APPEARS to be a two year subscription. What is easily overlooked is that there is a tiny anecdote underneath the price that explains how they multiply the more visible number which in turn comes out to being much more. Very unethical. I certainly hope they go out of business sometime soon. This is not the only place that I will be mentioning this. The AGs office is next. They might think they dont have to worry about it by assuming I live in another state, but the jokes on them as I live in the same city as their corporate office. Business' Final Response /* (4000, 9, 2013/08/26) */ Complaint number: XXXXXXXX Consumer name: ***** ****** We are in receipt of the additional information provided through the ***************@classmates.com email address by *** ***** ****** in connection with his claim that Memory Lane, Inc. dba Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ****** of the Automatic Renewal Program. *** ****** purchased a 2 year auto-renewing paid membership on July 31, 2009. On the payment information page of the paid membership purchase process, prior to completing his purchase, *** ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change his status at any time. *** ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained *** ******** membership registration number, the amount *** ****** paid for his paid membership, his renewal date, and a link to the "Account" section so that he could view and change his account settings. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ****** did not opt out of the automatic renewal program and his membership was renewed for additional terms and his credit card was charged $59.00 on July 31, 2011 and $63.90 (the additional $4.90 for applicable taxes) on July 31, 2013, per our Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Member Care Representative refunded *** ******** membership in the amount of $63.90 on August July 31, 2013. *** ****** should note this refund on his statement within the next 30 to 60 days depending on his financial institution's billing cycle. Per his request, the Member Care Representative also removed *** ****** from the Classmates.com website. I hope this information has successfully resolved *** ******'s complaint. Should your office or *** ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

9/3/2013 Advertising/Sales Issues
9/2/2013 Billing/Collection Issues
8/23/2013 Billing/Collection Issues
8/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The clasmates.com division of this company has been making automatic charges to my credit card and when I called my credit card company to get this charge removed and to not allow any future charges to be make, the credit card company contacted classmates.com. The customer service representative, *****, refused to refund the entire amount of $59.00. Instead she did offer to make a refund of $56.xx for the time that was not used. Even though this leaves a balance of $2.xx, this is not acceptible as I didn't use any of their service and have not used any of their service for several years as I was not aware that it was even still active. Product_Or_Service: A website subscription

Desired Settlement: DesiredSettlementID: Refund I want a full refund of the amount charged and any billable service with this company to be terminated. A partial refund is not acceptible.

Business Response: Business' Initial Response /* (1000, 11, 2013/07/03) */ Complaint number: XXXXXXXX Consumer name: ******* ***** We are in receipt of the Better Business Bureau complaint filed by *** ***** regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides information in several locations on its website and within the paid membership registration process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ***** of the Automatic Renewal Program. *** ***** has purchased several memberships with Classmates. His first membership, registration number XXXXXXXXX, was for a 1 year membership purchased on January 6, 2002 which lapsed on January 6, 2003. On May 5, 2009 *** ***** created a new membership under registration number XXXXXXXXXX and purchased a 2 year auto-renewing membership. On the payment information page of the paid membership purchase process, *** ***** was notified that his membership would automatically renew for the same term each time it reaches its expiration date unless he chose to cancel and that his credit or debit card would be charged the then-current full price for each renewal. Prior to completing his purchase, *** ***** was presented language that stated by clicking the Submit or Buy button to purchase his paid membership he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ***** would have received a paid membership confirmation email to the email address associated with his account. This email contained *** ******* membership registration number, his renewal date, the amount *** ***** paid for his paid membership and a link to his "Account" settings. The "Account" section is accessible from nearly every page of the Classmates website and is located in the upper right hand corner of the webpage. Once a member logs in to "Account," they will see an "Account & Billing" option. Within the "Account & Billing" section is the member's Membership Type, Expiration Date and Renewal Option. By clicking the listed hyperlinked renewal option choice, members can change their renewal option from automatic to manual. According to our records, *** ***** did not opt out of the automatic renewal program and his membership was renewed for additional terms and his credit card was charged $59.00 every two years thereafter, per our Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a member care representative refunded *** ******* membership in the amount of $56.66 on June 3, 2013 despite our stated no refund policy. *** ***** will note this refund on his statement within the next 30 to 60 days depending on his financial institution's billing cycle. Additionally, the member care representative deleted *** ******* duplicate XXXXXXXXX membership and reverted his second membership to a free, basic membership. However, if *** ***** would like to cancel this free membership he can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** ******* complaint. Should your office or *** ***** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. Consumer's Final Response /* (4200, 23, 2013/08/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, it is still unacceptable. They are nothing short of being a sleezeball operation, with sleezy business practices. My goal now, is to get as many people as I can to cancel their membership association with them or to never join them period! All because of $2 and change. Business' Final Response /* (4000, 21, 2013/08/07) */ Complaint no.: XXXXXXXX Consumer name: ******* ***** As noted in our three previous responses, *** ***** was clearly notified of the automatic renewal program in both the membership purchase process and in the paid receipt email he was sent after his initial purchase. Out of courtesy, even though Classmates has a stated no refund policy, we have provided a partial refund to *** *****. As a matter of convenience, since it is clear he does not enjoy the services we provide, I have removed *** ******* membership from the website. Classmates considers this matter closed.

8/7/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: classmates.com has been taking money out of my checking account for months for a membership I never agreed on. I called today and they said I approved the subscription, but I never subscribed as far as I know. They have a way to subscribe a person without the person knowing about it. I have read many complaints on the BBB site in regard to this same issue. I know that I will not recover the months of money they have taken out of my account, but this is an ongoing problem that they have been able to get away with by some legal loophole. They must be stopped.

Desired Settlement: Of course I am seeking to have the money returned for the months of membership I was unaware of.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/23) */ Complaint number: XXXXXXXX Consumer name: ****** ******* We are in receipt of the Better Business Bureau Complaint filed by *** ****** ******* regarding her claim that Memory Lane, Inc. /dba/ Classmates automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *** ******* of the Automatic Renewal Program. *** ******* purchased a 3 month auto-renewing paid membership on October 9, 2012. On the payment information page of the paid membership purchase process, prior to completing her purchase, *** ******* was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. *** ******* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, *** ******* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained *** ********* membership registration number, the amount *** ******* paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, *** ******* did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $15.00 on January 9, 2013, and every three months thereafter per the Terms of Service that she agreed to during her initial purchase. On July 9, 2013, *** ******* contacted the Classmates Member Care Department requesting a cancellation of her membership. A Member Care Representative explained the no refund policy and the Automatic Renewal Policy as outlined in the Classmates Terms and changed *** ********* automatic renewal status to manual on her behalf. As a matter of customer courtesy, I have refunded *** ********* membership in the amount of $15.00 on July 23, 2013 and converted her Classmates membership to a free, basic membership. *** ******* should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. If she would like to cancel her free membership she can use the following link to remove herself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved *** ********* complaint. Should your office or *** ******* have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

8/7/2013 Billing/Collection Issues
7/31/2013 Billing/Collection Issues
7/29/2013 Billing/Collection Issues
7/26/2013 Billing/Collection Issues
7/15/2013 Billing/Collection Issues
7/1/2013 Billing/Collection Issues
7/1/2013 Problems with Product/Service
6/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I requested twice that my account be closed and not billed again. I had to call a third time to get this stopped. They would not refund the $15 dollar fee they took from my account. Now I have to wait another month to see if they actually closed my account.

Desired Settlement: I would like the $15 dollars returned to me.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/12) */ Complaint number: XXXXXXXX Consumer name: *** ****** We are in receipt of the Better Business Bureau Complaint filed by Ms. *** ****** regarding her claim that Memory Lane, Inc. /dba/ Classmates automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ****** of the Automatic Renewal Program. Ms. ****** purchased a 3 month auto-renewing paid membership on September 6, 2012. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass ** any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ******'s membership registration number, the amount Ms. ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ****** did not opt out of the automatic renewal program and her membership was renewed for additional 3 month terms and her credit card was charged $15.00 every three months thereafter, per our Terms of Service that she agreed to during her initial purchase. According to our records, Ms. ****** contacted us in December 2012 requesting password ********** and again in June 2013 where it was discovered Ms. ****** had duplicate memberships (one a free membership and the other a paid membership) and was reminded of the Classmates no refund policy. At that time the member care representative deleted her duplicate free membership and placed her paid membership into a manually renewing state. As a matter of customer courtesy, I have refunded Ms. ******'s membership in the amount of $15.00 on June 12, 2013. Ms. ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Since it is unclear from Ms. ******'s complaint, I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove herself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved Ms. ******'s complaint. Should your office or Ms. ****** have any questions or need additional information, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

6/19/2013 Billing/Collection Issues
6/5/2013 Billing/Collection Issues
6/4/2013 Billing/Collection Issues
6/3/2013 Billing/Collection Issues
6/3/2013 Delivery Issues
5/27/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged to renew mwmbership without authorization. They are a scam and should be held accountable.

Desired Settlement: Refund of unauthorized membership fees

Business Response: Business' Initial Response /* (1000, 5, 2013/05/07) */ Complaint #: XXXXXXXX Consumer Name: ****** **** We are in receipt of the complaint filed by Mr. **** regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides information in several locations on its website and within the paid membership registration process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. **** of the Automatic Renewal Program. Mr. **** joined the Classmates website on January 11, 2010 as a free basic member. Mr. **** first purchased a discounted one year membership for $19.95 on January 26, 2010. On the payment information page of the paid membership purchase process that appeared at that time, Mr. **** was notified that his membership would automatically renew unless he changed his membership type to manual which could be located in the "Account" section of the website and that his membership would renew to the full standard price of $39.00. Prior to completing his purchase, Mr. **** was presented language that stated by clicking the Submit or Purchase button below to purchase his paid membership he agreed to the Terms of Service and Privacy Policy, along with a hyperlinks to each. Mr. ****'s membership subsequently automatically renewed for $39.00 the following year until he contacted us on February 23, 2011. At that time a Member Care Representative explained our no refund policy, offered him a courtesy refund for his 2011 membership fees and reverted his membership to a free basic membership. On April 13, 2011 Mr. **** accepted a special 2 year paid membership offer of $29.50. As before, on the payment information page of this paid membership purchase process he was again notified that his membership would automatically renew for the same term each time it reaches its expiration date unless he chose to cancel and that his credit or debit card would be charged the then-current full price of $59.00 for each renewal. Prior to completing his purchase, Mr. **** was presented language that stated by clicking the Submit or Purchase button to purchase his paid membership he agreed to the Terms of Service and Privacy Policy, along with a hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass ** any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly after each of his membership purchases Mr. **** would have received a paid membership confirmation email to the email address associated with his account. The emails contained Mr. ****'s membership registration number, his renewal dates, the amount Mr. **** paid for each of his paid memberships and a link to his "Account" settings. The "Account" section is accessible from nearly every page of the Classmates website and is located in the upper right hand corner of the webpage under the settings icon drop down menu. Once a member logs in to "Account," they will see a "Membership Information" section listed at the top center of the page. Underneath this header, the Membership Type, Expiration Date and Renewal Option are listed. By clicking the listed hyperlinked renewal option choice, members can change their renewal option from automatic to manual. According to our records, Mr. **** did not opt out of the automatic renewal program in 2013 and his membership was renewed for an additional term and his credit card was charged the standard, full price 2 year membership fee of $59.00 on April 13, 2013, per our Terms of Service that he agreed to during his purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. Since Mr. **** previously had a paid membership that renewed, and he ultimately received a refund in 2011 for that paid membership, he is clearly well aware of the automatic renewal program such that Classmates is unable to offer a refund to Mr. **** at this time. I have updated Mr. ****'s account to reflect that he is currently in manual renew status. He will retain access to his paid membership benefits through April 13, 2015. At that time, his membership will convert to a free basic membership unless he manually elects to renew his membership. Should Mr. **** choose to renew his membership in 2015 and maintain his membership in a manual state, he will need to change his membership settings found in the "Account" section on the Classmates website after he has completed this purchase. I hope this information has successfully resolved Mr. ****'s complaint. Should your office or Mr. **** have any questions or need additional information, please feel free to contact us at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com

5/16/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I HAVE BEEN TRYING TO CANCEL MY MEMBERSHIP INTO CLASSMATES.COM AND IT WILL NOT LET ME CANCEL IT AND I HAVE TRIED CALLING THEM AT XXX-XXX-XXXX AND HAVE HAD NO LUCK IN GETTING THROUGH TO THEM AND HAVE TRIED CANCELLING MY MEMBERSHIP ON THE INTERNET AND IT JUSTS KEEPS "RENEWING" MY MEMBERSHIP.

Desired Settlement: I JUST WANT MY MEMBERSHIP CANCELLED AND THEM TO STOP CHARGING MY CREDIT CARD.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/30) */ Case number: XXXXXXXX Consumer: ****** ******** We are in receipt of the Better Business Bureau complaint filed by Ms. ********. In researching this complaint, I have been unable to locate a paid Membership associated with Ms. ********'s name, address or email address provided to your office. Before I am able to respond to Ms. ********'s compliant, I will need more information in locating a Gold membership in her name. We request that Ms. ******** please forward the following information so that I can research her complaint further: * A registration or account number associated with Ms. ********'s membership. * Ms. ********'s name as it appears on her class/member list. * The email address used to register with the website. * Ms. ********'s school affiliation associated with her registration information. * Ms. ********'s graduation year or year(s) attended. * The last four digits of Ms. ********'s debit or credit card that she states was charged. Should your office or Ms. ******** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at ***************@classmates.com. Sincerely, **** ******* Sr. IP & Marketing Compliance Manager www.classmates.com

5/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: unauthorized charge of $59.95

Desired Settlement: refund

Business Response: Business' Initial Response /* (1000, 10, 2013/04/24) */ Complaint number: XXXXXXXX Consumer name: ****** ****** We are in receipt of the Attorney General Complaint filed by Ms. ****** ****** regarding her claim that Memory Lane, Inc. /dba/ Classmates automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ****** of the Automatic Renewal Program. Ms. ****** purchased a 2 year auto-renewing paid membership on April 24, 2012. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ******'s membership registration number, the amount Ms. ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ****** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $59.00 on April 24, 2013, per our Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, we have refunded Ms. ******'s membership in the amount of $59.00 on April 24, 2013. Ms. ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Since it is unclear from Ms. ******'s desired resolution statement, I have converted her Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved Ms. ******'s complaint. Should your office or Ms. ****** have any questions or need additional information, please feel free to contact me at *****@classmates.com. Sincerely, ****** ****** Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

5/3/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I sent an email to them, tried their website Member Care Team and still have not had any response at all from Classmates. Below is a copy of the email I sent them. BILLING/CANCELLATION ****** ****** (************) From: genner266 <*****@aol.com> To: classmatesemail <*****@accounts.classmates.com> Date: Tue, Apr 9, XXXX X:27 pm Please cancel this account!I've tried using your clumsy website "Member Care Team" email and since you haven't replied to the attempt(s) thought I'd try this. This membership was automatically renewed on 3/5/2013 and charged to the credit card on file. I am ******'s daughter and I have Durable Power of Attorney for her. When I saw this charge on her credit card I attempted to use your "member care team" email which only allows so many characters and probably never even gets a reply back from you. So, let's get this straight right now. In effect the actual renewal date of membership was April, but the charge to the credit card is made a month before. In my email we asked that this be refunded to the credit card and tried to change the account to no automatic renewal, yet your system assumes that to be 2014. NO, want it now, 2013 since an email was sent to that effect (thru your website system). My mother is not able to even use a computer anymore let alone take care of daily living activities. There is no reason for this account and request this refund of $39.00 to her credit card. Perhaps you will respond to this email. In the meantime, I will continue to check her credit card transactions daily watching for this to be reversed. I think you should be able to accomplish this quite readily. Fortunately, I have maintained her email address so I can be aware of transactions or other issues of her's. She no longer has the ability to remember what day or year it is, let alone accounts like this. So you may respond to this email as I have the control of this to take care of her affairs. Thank you, Debra Williams POA for ****** ******(************)

Desired Settlement: First of all, some type of response would have been proper. But all that's needed is a Refund of the $39.00 back to her credit card or issue a check for it.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/30) */ Complaint number: XXXXXXXX Consumer name: ****** ******/************** We are in receipt of the Attorney General Complaint filed on behalf of Ms. ****** by Ms. ********. Upon reviewing Ms. ******'s account, our records do not indicate that we received any communication from Ms. ****** or Ms. ******** regarding this matter. As stated in the Classmates Terms of Service, Classmates has a no refund policy. However, due to Ms. ********' situation and as a matter of courtesy, we have refunded Ms. ******'s membership in the amount of $39.00 on April 30, 2013. Ms. ******** should note this refund on her mother's account within the next 30 to 60 days depending on her mother's financial institution's billing cycle. Since it is unclear from Ms. ********' desired resolution statement, I have converted her mother's Classmates membership to a free, basic membership. However, if she would like to cancel this free membership she can use the following link to remove her mother from the Classmates website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved Ms. ********' concerns. Should your office or Ms. ******** have any questions or need additional information, please feel free to contact me at *****@classmates.com. Sincerely, ****** ****** Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com Consumer's Final Response /* (2000, 7, 2013/05/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate their understanding of this situation and have checked her account and the refund was made. I have also checked her Classmates account and the appropriate changes were made there also. Thank you very much for your compassion in this situation.

4/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On/about 6 April '13 I discovered that Classmates Memory Lane had billed my credit card $39.00 without my knowledge (for email account *****@msn.com). When I attempted to contact their office by email to indicate I wanted my account cancelled - and the money refunded - I received a response email indicating they had seen my message - and provided instructions on how to enter their site and deactivate the automatic billing function. I accomplished that task after attempting to log in and receiving a temporary password (as I hadn't used their service since on/about Feb '12). On 8 April '13 I contacted a Classmates representative at XXX XXX-XXXX and indicated that I wanted my account cancelled and to be refunded. The service rep confirmed that my automatic billing was disabled - but that my charge was not refundable. No reason was given - but she was "Sorry. " I contacted my credit card company (USAA) and indicated that I wanted to dispute the charge. They said they would try - but could not guarantee success - especially if the terms of membership indicated such a billing method. I then visited the Classmates site to determine whether the terms of paid membership require automatic - non refundable billing - as of today - they do. Over a year ago - when I decided to get paid membership - I did not make screen shots during the application process, nor did I download/print the terms of membership. It is very possible that the same terms may have existed at that time and I just overlooked them. However, as I have not used their service since Feb '12, that I notified them within 14 days of the new billing period (this was by chance - as no message from Classmates indicated such a charge had been made) and the only "service" they've provided me in the last year was a method to turn off their automatic billing - I believe it is only reasonable that I have my charge refunded. While this automatic billing function may be very convenient for Classmates - I find the practice sleazy and insidious - as there were no reminders that a new billing period was forthcoming, and the service is charged regardless of whether it is actually used. I note that other customers/victims of Classmates have posted similar complaints on the Internet - and are easily accessible through a key words search on a good search engine.

Desired Settlement: I want my $39.00 refunded. To forestall future similar episodes - Classmates should be compelled to change their automatic billing practices to manual renewals.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/09) */ Case number: XXXXXXXX Consumer: ****** ****** We are in receipt of the Better Business Bureau complaint filed by Mr. ****** ******. In researching this complaint request, I have been unable to locate Mr. ******' membership record using the physical address or the email addresses (*****@comcast.net and *****@msn.com) he provided in his complaint. Before I can address his compliant, I will need Mr. ****** to provide the following information so that I can research his complaint further: * A registration or account number associated with his membership. * Mr. ******' name as it appears on his class/member list. * The email address used to register with the website. * Mr. ******' school affiliation associated with his registration information * Mr. ******' graduation year or year(s) attended. Should your office or Mr. ****** have any questions regarding the information needed to respond to this complaint, please feel free to contact me at *****@classmates.com. Sincerely, ****** ****** Sr. IP & Marketing Compliance Manager Legal Department Memory Lane, Inc. Consumer's Final Response /* (3000, 7, 2013/04/16) */ From: *****@comcast.net (mailto:*****@comcast.net) Sent: Friday, April 12, 2013 12:59 PM To: *****@classmates.com; complaints; *****@atg.wa.gov Cc: *****@comcast.net Subject: BBB Compaint # XXXXXXXX Attn ****** ******, et al Re: BBB Complaint # XXXXXXXX (Attached .rtf doc) In addressing Classmates' response I am providing the following information (answers are in bold font) : * - A registration or account number associated with his membership: XXXXXXXX * - Mr. ******' name as it appears on his class/member list: ****** ****** * -The email address used to register with the website: *****@email.msn.com * - Mr.******' school affiliation associated with his registration information: Stuttgart Germany 83-85, Tartan High School 75-78, Fort Indiantown Gap 85-89. * - Mr. ******' graduation year or year(s) attended: See above Please note that the school and other information can only be approximated from memory as I am being blocked from full access to the account at this time. See Attachments (12 Apr '13 .jpg screenshots from the Classmates site). There is no credit card information being shown, and the guestbook signatures are blurred out. I find this situation very interesting given that the billing is still in dispute per my credit card company. I am not going to re-enroll in a paid membership status to confirm the data requested in the response. Also re: the email address I provided in the complaint. In the address *****@email.msn.com I dropped the word ''email'' as that portion of the address is not necessary to send or receive email. Classmates already knew what my address was per the email message they sent on 7 April '13 regarding the billing issue I raised - see attached "complaint. doc." Prior to contacting the BBB and the Washington State Adjutant General I called Classmates as stated in the original complaint. The customer service representative was able to confirm my identity and the billing status during the conversation. She even confirmed that I had blocked further billing on the card. I find it intriguing that I should be required to provide additional information that Classmates clearly had in their possession. Regards ****** ****** Business' Final Response /* (1010, 9, 2013/04/16) */ From: Legal (mailto:*****@memorylane.com) Sent: Friday, April 12, 2013 2:05 PM To: *****@comcast.net; complaints; *****@atg.wa.gov Subject: RE: BBB Complaint # XXXXXXXX BBB Complaint #: XXXXXXXX Consumer name: ****** ****** After further research, I was able to find Mr. ******' membership under the email address *****@email.msn.com and view his membership record regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program. Mr. ****** purchased a 1 year auto-renewing paid membership on March 28, 2011. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the ''Account'' portion of the website to change that at any time. Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******' membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the ''Account'' portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on ''Account,'' they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as ''Automatic.'' If they wish to switch to manual renewal, they simply have to click on the ''Turn off automatic renewal'' link. According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for additional one year terms and his credit card was charged $39.00 on March 28, 2012 and March 28, 2013, per our Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, we have refunded Mr. ******' membership in the amount of $39.00 on April 9, 2013. Mr. ****** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Mr. ******' membership has been converted to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved Mr. ******' complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at *****@classmates.com. Sincerely, ****** ****** Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

4/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They charged my account and I do not want the service. I did not see that it had a auto renewel. THey say tuff and I have the service untill jul 13 I do not want.

Desired Settlement: re move the $15.00 charge from my account

Business Response: Business' Initial Response /* (1000, 5, 2013/04/04) */ Complaint number: XXXXXXXX Consumer name: ****** ****** We are in receipt of the Attorney General Complaint filed by Mr. ****** ****** regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program. Mr. ****** purchased a 3 month auto-renewing paid membership on January 3, 2013. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******'s membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for an additional 3 month term and his credit card was charged $15.00 on April 3, 2013, per our Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Member Care Representative provided a pro-rated refund of Mr. ******'s membership in the amount of $14.84 on April 4, 2013. Mr. ****** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Additionally, per Mr. ******'s request, we have removed his membership from the www.classmates.com website. I hope this information has successfully resolved Mr. ******'s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at *****@classmates.com. Sincerely, ****** ****** Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com Consumer's Final Response /* (-5, 6, 2013/04/04) */ class mates said they would refund all but 16 cents of my $15 but it could take 30 days

4/18/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Classmates.com has been taking quarterly withdrawals from my VISA account without authorization for over a year. My account on their site says "no credit card on file" but they keep billing me and their website has no phone number or contact e-mail to get in touch with them. They have been sued for this by the NY State Attn. General in 2010 and I believe they are still practicing this theft.

Desired Settlement: Cancellation of my account and restoration of $60 in funds that they stole.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/04) */ Complaint number: ******** Consumer name: ************** We are in receipt of the Attorney General Complaint filed by Mr. ************** regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ***** of the Automatic Renewal Program. Additionally, while researching this complaint, we discovered that Mr. ***** has two memberships at Classmates. The first account is a free, basic membership and was created on February 10, 2009 using the email address associated with this complaint. Registration ********** was created on January 21, 2012 using a Gmail email address. It is under this second registration that Mr. *****'s paid membership is located. Mr. ***** purchased a 3 month auto-renewing paid membership on January 21, 2012. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ***** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. Mr. ***** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. ***** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. *****'s membership registration number, the amount Mr. ***** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Mr. ***** did not opt out of the automatic renewal program and his membership was renewed for additional terms and his credit card was charged $15.00 every three months thereafter, per our Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a refund to Mr. *****'s paid membership under registration number ********* in the amount of $15.00 on April 4, 2013. Mr. ***** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. Additionally, we have converted this membership to a free, basic membership. However, if he would like to cancel or remove either of his free memberships he can use the following link to remove himself from the website: http://www.classmates.com****************** I hope this information has successfully resolved Mr. *****'s complaint. Should your office or Mr. ***** have any questions or need additional information, please feel free to contact me at consumerreports@classmates.com. Sincerely, ************ Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

4/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have enclosed below a prior complaint I had filed back in Jan. 2013 with you for Classmates.com, however as of 4/4/2013 the problem/issue has "NOT" been satisfied. It seems that Classmates.com has once again charged my bank account for membership fees even though I have NO ACTIVE ACCT. with them, and NO CREDIT CARD on file, so I ask you how does this happen and how can this be??? I have no way to contact them, and the phone numbers that are available...don't work! So here I am again today, frustrated and angry because it seems to me that Classmates.com are taking what is not theirs to take, and that is my hard earned money without my permission, I am NOT a MEMBER, nor will I ever be again! I have not been a member for sometime now and yet somehow ever 3 months they take membership fees from my bank acct. without my authorization. How would they like it if the shoe were on the other foot!!! BBB CASE#: XXXXXXXX Complaint filed by: ****** ****** (More) Complaint filed against: Business Info NAME: Classmates.Com BBB MEMBER: YES CONTACT: Ms ****** ****** ADDRESS: *** ******* Ave W Ste *** Seattle, WA XXXXX-XXXX PHONE: XXX XXX-XXXX FAX: XXX XXX-XXXX Website: www.classmates.com (Less) Complaint status: Inform Business - Case Closed ASSUMED SATISFIED (More) Case Description: Where do I begin...I canceled my membership (Gold) back in 2012 online and took the credit card info. off my old account. On Friday 1/4/13 a fee of $33.00 came out of my bank account for a 2013 Classmates membership, however Classmates.com does not have my credit card information of file, so how did they get payment??? On their website you have no way of contacting them, there is no so-called (phantom) e-mail address, phone number(s), nothing! I went online to find contact info. and found a phone number (XXX-XXX-XXXX), however I tried several attempts during hours of operation to resolve this issue, and the phone just rings, rings, and rings... (Less) Category: Billing or Collection Issues Case opened date: 01/11/2013 Case closed date: 02/18/2013 Desired Resolution: I would like my membership "CANCELED" once and for all, as I was under the impression that it was back... (More) Download a copy of this complaint so you can print it for your records *** This complaint has been closed. If you have more information to provide to BBB regarding this complaint, please click here. *** According to our computer records it has been determined that we do not have a valid e-mail address on file for your organization. As you are aware e-mail notification of our complaints would expedite all future matters from our office. Therefore we would ask that you please enter a valid e-mail address so that we can send all current and future correspondences regarding complaints via email notification. Click here to provide one

Desired Settlement: I want my money back that was taken from my bank acct. on 4/4/13 "WITHOUT" my authorization, and I want them to go away...PLEASE! NOT ONE MORE DIME IS TO BE TAKEN OUT OF MY ACCT. IN THE FUTURE. So come July of 2013, I expect to "NOT" see any charges come from my acct. associated with Classmates.com, since this will mark the 3 months after the 4/4/13 charge, they seem to charge quarterly. I was charged in Jan. 2013, now April, and next would be July. I am not a MEMBER, nor want to be a MEMBER, and I just want them to RESPECT my wishes.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/09) */ Case number: XXXXXXXX Consumer: ****** ****** I am in receipt of the Better Business Bureau complaint filed by Ms. ******. In researching this complaint, I have located the January 2013 correspondence and can confirm based on a review of Ms. ******'s membership record that her account was refunded $39.00 and her membership converted to a free, basic membership at that time. Upon a query of our records, I am unable to locate any other paid memberships associated with the email address *****@zoomtown.com. If Ms. ****** can provide me with the type of credit card and the last four digits of the card she states was charged, I can research this matter further. In the meantime, Ms. ****** should check with other members of her household (or those with access to her credit card) to verify if they have a paid membership with Classmates. I look forward to researching this matter further for Ms. ******. Sincerely, ****** ****** Sr. IP & Marketing Compliance Manager Legal Department Memory Lane, Inc.

4/15/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I understand Memory Lane uses the UNDERHANDED method of automatic renewal unless you uncheck a box that the normal way legitimate business operate. Many states have laws against this practice. Washington State needs to join the ranks. I will be contacting my legislature. I received a notice from PayPal that there was an automatic charge on my account April 6th at 3:09am. At 8:07 am April 6th I cancelled the Memory Lane membership. I immediately contacted Discover. Was told to call back when the charge was processed. I find out later, this was BAD information. So on April 8th - I began my ordeal with Discover and PayPal and Memory Lane. I have a dispute filed with Discover. I've cancelled my PayPal account. NO ONE HAS THE RIGHT TO AUTOMATICALLY CHARGE ANYTHING TO MY PAYPAL ACCOUNT!!!!! In speaking with Memory Lane - it went NO WHERE. After doing research on the internet, including BBB, I find I am not the only one upset with their practice. What a stupid way to do business - **** everyone off! How does the BBB give them an A+ rating. That's absurd! I don't care that the have a 'Automatic Renewal Program' - it's against the law in other states and ought to be against the law in Washington.

Desired Settlement: I want my $42.28 refunded! Can't do it through PayPal since they've been eliminated from my computer and my life. They can mail me the check. I don't think I want them to have access to my Discover Card - I don't trust them or their shady business practices.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/12) */ Complaint number: XXXXXXXX Consumer name: ****** ****** We are in receipt of the Attorney General Complaint filed by Mr. ****** ****** regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program. Mr. ****** purchased a 1 year auto-renewing paid membership on January April 6, 2012. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit, debit or PayPal account would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******'s membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $42.28 on April 6, 2013, per our Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, we have refunded Mr. ******'s membership in the amount of $42.28. Since Mr. ****** initiated the refund through PayPal's chargeback policy, we were obligated to provide the refund through Mr. ******'s PayPal account. He should note this refund within the next 30 to 60 days depending on PayPal's internal refund policy. Since it is unclear from Mr. ******'s complaint desired resolution statement, I have converted his Classmates membership to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved Mr. ******'s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at *****@classmates.com. Sincerely, ****** ****** Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

4/15/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for Classmates approximately 2 years ago, and provided my debit card for payment.On 4/8/2013, I was billed(they took money from my account for another 2 years). They did not notify me that they were renewing my subscription to their service(they did not send me an email to let me know or to give me the chance to cancel the membership before billing occurred).I have been trying for 2 days to get my money refunded, but they tell me that it was mentioned when I initially signed up 2 years ago and they cannot return the money to my account, even after I cancelled my membership on the day I found out about the billing and withdrawal of funds(59.00) from my account for another 2 year term and tell me that my membership will expire on March of 2015 and to make the use of the site until then.

Desired Settlement: I want the money taken from my account returned to me, and I want to cancel any further membership with this organization. Email between myself and them has not resulted in me getting my money back, and I feel I have been violated.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/11) */ Complaint number: XXXXXXXX Consumer name: ****** ****** We are in receipt of the BBB Complaint filed by Ms. ****** ****** regarding her claim that Memory Lane, Inc. /dba/ Classmates automatically renewed her membership and charged her credit card without her permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ****** of the Automatic Renewal Program. Ms. ****** purchased a 2 year auto-renewing paid membership on April 8, 2011. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ****** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the "Account" portion of the website to change that at any time. Ms. ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Ms. ****** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ******'s membership registration number, the amount Ms. ****** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Ms. ****** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $59.00 on April 8, 2013, per our Terms of Service that she agreed to during her initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, we have refunded Ms. ******'s membership in the amount of $59.00 on April 11, 2013. Ms. ****** should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. I have converted Ms. ******'s Classmates membership to a free, basic membership. However, if she would like to cancel her free membership she can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved Ms. ******'s complaint. Should your office or Ms. ****** have any questions or need additional information, please feel free to contact me at *****@classmates.com. Sincerely, ****** ****** Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

4/12/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Bought 1 time membership 2 years ago. Was billed on 3/27/13 for 39.00 through credit card.

Desired Settlement: Refund of erroneous billing.

Business Response: Business' Initial Response /* (1000, 5, 2013/04/08) */ Complaint number: XXXXXXXX Consumer name: ****** ****** We are in receipt of the Attorney General Complaint filed by Mr. ****** ****** regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program. Mr. ****** purchased a 1 year auto-renewing paid membership on March 25, 2012. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******'s membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $39.00 on March 25, 2013, per our Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Member Care Representative provided a partial refund to Mr. ****** in the amount of $37.51 on April 8, 2013. Mr. ****** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. The Member Care Representative also converted Mr. ******'s Classmates membership to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: http://www.classmates.com/cmo/user/remove/. I hope this information has successfully resolved Mr. ******'s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at *****@classmates.com. Sincerely, ****** ****** Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com

4/10/2013 Billing/Collection Issues
4/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: An automatic payment was deducted from my checking account (without reminder). I no longer want their service, have cancelled future payments but want a refund of $39.00 as I do not wish to continue my "subscription." I consider this a purchase that I am returning.

Desired Settlement: A refund of the full amount charged, $39.00

Business Response: Business' Initial Response /* (1000, 5, 2013/04/08) */ Complaint number: XXXXXXXX Consumer name: ****** ****** We are in receipt of the Attorney General Complaint filed by Mr. ****** ****** regarding his claim that Memory Lane, Inc. /dba/ Classmates automatically renewed his membership and charged his credit card without his permission. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program. Mr. ****** purchased a 1 year auto-renewing paid membership on April 1, 2011. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged the then-current full price for each renewal, and that he could visit the "Account" portion of the website to change that at any time. Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy, along with hyperlinks to each. The "Automatic Renewal Program" section located under the "Subscription Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of an all Access Pass or any other subscription-based Paid Services, you will be enrolled in Memory Lane's automatic renewal program to help ensure that there is no interruption of your paid member privileges. Under this program, you authorize Memory Lane to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you take the necessary steps to remove yourself from Memory Lane's automatic renewal program, at the time of each such renewal you authorize Memory Lane to charge your credit card (or other payment method) at the then-current, non-promotional price for the renewal of your subscription-based Paid Services. If you no longer want to be enrolled in Memory Lane's automatic renewal program, you can change your renewal status at any time by logging onto the "Account" portion of the Website, clicking on "Account & Billing", and changing your renewal option from "automatic" to "manual". Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change." Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ******'s membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the "Account" portion of the website. The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on "Account," they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as "Automatic." If they wish to switch to manual renewal, they simply have to click on the "Turn off automatic renewal" link. According to our records, Mr. ****** did not opt out of the automatic renewal program and his membership was renewed for additional terms and his credit card was charged $39.00 on April 1, 2012 and 2013, per our Terms of Service that he agreed to during his initial purchase. According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Member Care Representative refunded Mr. ******'s membership in the amount of $39.00 on April 5, 2013. Mr. ****** should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. I hope this information has successfully resolved Mr. ******'s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at *****@classmates.com. Sincerely, ****** ****** Sr. IP & Marketing Compliance Manager Memory Lane, Inc. www.classmates.com Consumer's Final Response /* (-5, 6, 2013/04/08) */ Classmates.com has agreed to refund my membership. I checked my checking account today and the refund was there. I am quite relieved and satisfied with this outcome. Thank you for "being there." Knowing BBB is out there kept me from feeling totally helpless and powerless.

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