Business Profile

Associations

AARP

Headquarters

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Complaints

This profile includes complaints for AARP's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

282 total complaints in the last 3 years.
112 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/07/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was fraudulently charged for a membership and am unable to contact AARP They won't answer the phone. I am currently disputing this with my credit card company. They are requesting I contact AARP which has proven impossible. My credit card company is also unable to get in contact. Automated communication is joke. Asking for my membership number when I am not a member.I would not support this program.
Customer Answer
Date: 11/07/2025
I was contacted by AARP and this matter has been resolved completely.
Initial Complaint
Date:10/23/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 15, 2025 I booked a room at Sonesta ES Suites ******* Alpharetta Windward for a 7 night stay via the AARP *************** Upon arrival and check in once in the room I immediately got ill and wanted to leave the hotel. I have an auto-immune disease and severe mold allergies. I left the hotel and checked into another hotel where I did not have an allergic reaction upon entry. I reached out to AARP Travel and was told according to their policy as well as the hotel policy I would more than likely be charged for the one night stay. The next day I returned to Sonesta returned their key and was checked out by ******** *****, who informed me that she would have the remainder of my stay refunded. The next day I reached out the AARP at which point (after a long back and forth) I was informed that the manager (**** *********) has refused to refund my money for the remainder of my stay which with fees totaled $669.60. I was told his reasoning is that he inspected the room and found no mold. This is absolutely ridiculous because there is no way he can inspect for my health issues or what made me ill. ******************************** ES owes me my money back. furthermore if these are the practices of AARP and ******************* this is something that needs to be publicized. During the last several days of going back and forth with AARP the retuned a message that the manager of the hotel refused to return my money for days I didn't stay there. The strange part is, is that each correspondent came from a different person. It is my belief that AARP Travel is a part of this deception. Due to the additional stress added by the callousness of this manager and AARP disregarding my health issues and trying to profit over $735.00 off of me I am requesting the entire amount be returned immediately $735.00.
Business Response
Date: 11/04/2025
The member has been fully refunded totaling $735.
Customer Answer
Date: 11/07/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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.

Regards,

******* ******
Initial Complaint
Date:10/21/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
2ND TIME I AM WRITING ON THIS, THESE IDIOTS WILL NOT HELP ME AND I WANT THEM CONTACTED AGAIN. THEY ARE SENDING ME WHEN I ORDER MY OTC ITEMS THAT EXPIRE WITHIN A 6 MONTH PERIOD THAT IS NOT ACCEPTABLE NOT EVERYTHING CAN BE USED WITHIN 6 MONTHS, AND BEFORE EVERYTHING LASTED OVER A YR THEY ONLY GIVE $40 A QUARTER SO I DO NOT FEEL LIKE HAVING TO REORDER THE SAME THING AS ITS EXPIRED EVER SINCE ****** TOOK OVER DELIVERING THE PRODUCTS EXPIRE WITHIN 6 MONTHS THIS IS RIDICULOUS THAT THEY ARE SENDING THESE OUT, THEY ALSO DIDNT UPDATE MY CURRENT NUMBER AND ON THE LETTER I RECD THE NUMBER THEY TOLD ME TO CALL IS NO GOOD,
Business Response
Date: 11/04/2025
Ms. ***** has been contacted and provided with the direct number to reach the *** provider.
Customer Answer
Date: 11/08/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23929653

I am rejecting this response because they have not even fixed this for me they are liars

Regards,

***** *****
Initial Complaint
Date:10/17/2025
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
For the past 4 months, I have requested AARP to discontinue sending me renewal request mailings, magazines, third party offers, and magazines. AARP's mailing and marketing behavior is predatory at this point. I had a membership for 1 year and decided not to renew it. AARP has been mailing me upwards of 4 to 6 pieces of mail per week leading up to the expiration of my membership, and continued aggressively since my membership expires. I also am aware that AARP sold my personal information without my knowledge or authorization. As a consumer and attorney, I believe AARP's business practices to be highly unethical and unprofessional. I have called and written AARP many times requesting to be removed from their mailing and membership lists, to no avail. At this time, I will exhaust all legal remedies to get AARP to cease and desist contacting me. I would like to be removed from their database permanently.
Business Response
Date: 10/30/2025
October 30, 2025

Dispute Resolution Team
BBB of **********************************
*****************************
**********, *******; 20005

Re:****** *****, ID # ********

To The Dispute Resolution Team:

We are in receipt of your letter regarding ****** ****** claim that she continues to receive unwanted mailings from AARP and request the mailings to cease. We have investigated this matter and welcome the opportunity to respond.

AARP makes every effort to comply with all requests from consumers to stop unwanted mailings from AARP. After reviewing our records, Ms. ***** contacted our contact center, via telephone on October 17th, 2025, to request AARP to cease sending mailings. Ms. ***** has had no prior contact with AARP before or after that call. During the call, AARPs call center representative processed Ms. ****** request, which should suppress all mailings from AARP. We apologize for any frustration Ms. ***** has experienced in receiving unwanted mail.

As some mailings are prepared ahead of their distribution date and others are sent through affiliated service providers, Ms. ***** may see those already-in-process mailers for up to 6 weeks from the date of suppression.

If Ms. ***** receives additional targeted mailings after November 28th, she may call me directly at *************, and it would be my pleasure to assist her further. I ask that she please have the mailing available, as each notice has specific codes that will help investigate further. If more convenient, Ms. ***** may send the mailing to me by email at: *************************************** or by U.S. Mail at the following address: AARP, Consumer Care Ombudsman Team, **********************************************************************************

In addition to targeted solicitations (those sent to a particular person at a specific address), AARP also distributes generic promotional pieces that are sent out in mass mailings as part of AARPs overall membership acquisition program. These items are neither addressed to nor targeted to a particular person or household. They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail or inserted inside a subscription newspaper or catalog. Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50-plus household.

We would like to thank you again for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,

***** ********
Advisor, AARP Ombudsman Team
*****************************************************************
Customer Answer
Date: 10/31/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 24028576

I am rejecting this response because: While I appreciate Mr. ********** response, I am disappointed in the overall disingenuous nature of the statements. I have absolutely contacted AARP prior to the one date Mr. ******** sited and in more ways than just a telephone call. A more accurate statement would have been Mr. ********** acknowledgement that the AARP team failed to document their encounters with me or take any corrective action on their aggressive marketing and harassment. I begin contacting AARP on April 16, 2025 when I received a flyer in the US Mail for an AARP Interactive Workshop. I knew then that I had been enrolled in their marketing list without my knowledge or authorization. I contacted AARP via US Mail, returning the postcard and asking to be removed from all mailings and marketing lists. That request was ignored, as I continued to receive correspondence on May 7, May 23, June 4, June 6, and June 23. On May 24, 2025, I had contacted AARP via their customer ********************** number and requested to be removed and the mailings continued. On June 25, the harassment to renew my plan began. I contacted AARP to inform them I would not be renewing. Despite that, I continued to received renewal notices and new membership cards on June 25, July 19, July 21, Aug 6, Aug 13, Aug 28, and Sep 16. I called once in August and sent a letter in September. On September 29, I received more renewal and junk mail from AARP on through Oct 15 and Oct 17. As I write this response, I am due to receive more marketing junk mail from AARP TODAY! I am enrolled in the **** Informed Mailings and have documentation of ALL mail received by my household. This would be admissible in court. If this harassment does not cease, I will be moving forward with legal action against AARP. They are in violation of *** junk mail requirements. They have repeatedly been asked to cease contacting me and have failed to do so.

Regards,

****** *****
Initial Complaint
Date:10/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Aarp has been sending junk mail to my since BEFORE I turned 50 and I want it to STOP IMMEDIATELY AND PERMANENTLY. I know how to sign up for there service ONLINE when and if I decide to do so but there website does NOT have an option to request they stop sending junk mail to my home. I don't send junk mail to their homes! They send so much JUNK it's bordering on HARASSMENT! I have NOT responded to any of the junk mail but instead of getting the message that I'M NOT INTERESTED, they just keep sending more. I also do not want them calling me so the phone number provided is NOT MY PHONE NUMBER. The email provided will also be deleted soon in case they get the idea to start harassing me though email - which I also do not want.
Business Response
Date: 10/15/2025
To the Dispute Resolution Team:
For your review attached is our response to Complaint # ********.
Sincerely,
***** ******, Advisor
Initial Complaint
Date:10/08/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i called and purchased an auto policy from025. I paid $242 down to start the policy and my premium was $1190 for six months. My monthly payment was supposed to be $239 a month until December 23, 2025. On July 23,, 2025 they the ******** on June 23, 2debited $239, on August 23, 2025 they debited $239, then on September ******* they automatically debited $1059.05 from my checking without contacting me. Once I found out through my bank statement i contacted them regarding this unauthorized transaction. First I spoke with ****** in Customer ********************** about the issue but she was very combative and unprofessional so I asked for a Supervisor. After a while I was transferred ******** a Customer ********************** Supervisor and spoke with her regarding my concerns. ******** said on August 12, 2025 they automatically changed my coverages from the minimum Limited Liability Coverage required by Texas Law to Full Coverage which in turn raised my premium from $1190 to $2590 for the 6 months. And they did all this without my consent. I did not sign anything giving them the right to raise my rates and if this was going to happen then they should have contacted me regarding these changes before automatically debiting my bank account. ******** went on to tell me that Texas Law required them to change my policy from Liability to full coverage but according to Texas Law we are only need the minimum liability which is what i initially had and was paying for in June. July, and August of 2025. I asked for a refund of this fraudulent and unauthorized charge and she refused saying what's done is done. I explained to ******** this is a violation of the ************************ Act, the Texas Business and Commercial code as well the Deceptive Trade Practices of the Consumer Protection Act. All I asked for was a refund which she vehemently refused which in turn led tome cancelling my policy. I explained that i was over charged $955 which you can see from my previous three payments in June, July, and Aug
Business Response
Date: 10/20/2025
The member was contacted to provide clarity regarding the billing adjustments. Several mid-term changes were made and impacted the billing schedule, which resulted in increased charges on his final two payments. A vehicle was added to the policy and a signed application was required to confirm coverage selections. The app was not received which caused an additional premium. The TrueLane discount was removed due to lack of driver participation. Because his policy was billed on the 9th of each month, the mid term adjustments were not able to be included in August billing. As a result, they were applied to his final two bills. agreed to make a payment of $578.18 to return the refunded premium, along with an additional $417.94 to cover the remaining balance for the policy changes he felt he owed.
See letter attached for the full details.
Initial Complaint
Date:10/03/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I paid for a membership on July 11, 2025.....I went in to cancel ALL the DAILY mailings....accidentally canceled membership. asked to be reinstated, they said a credit would be issued.....then they said it was sent to *****, I used a ***************** Card. Its been 3 months....., i have called 5 or more times.....and they said it was done on an APP.....so too bad. I talked to so many people, **** in ****** was a delight to work with, ******** in ******* was the supervisor who was of NO HELP. I have never seen customer *********************** like this. I have been in sales for 30+ years....it is sad how things have changed over the years.......... I show the charges, and show NO Credit on my Apple Card.all I am asking for is the $79 back, or reinstate my membership..... 5 years as I signed up for....for my wife and myself
Business Response
Date: 10/17/2025
October 17,2025

BBB of ******************** and Eastern PA
**************************************************;
************** 20005

Re: Complaint # ********

To the Dispute Resolution Team:

We are in receipt of your letter regarding ******* ****** claim that he accidentally cancelled his membership and a refund was not processed; and request his 5-year AARP membership to be reinstated. We have investigated his concerns and welcome the opportunity to respond.

Mr. ***** has been a valued AARP member for 7 years. The member made a $79.00 payment on July 11, 2025, and the membership was cancelled on July 26th. On August 4th,the member contacted us via chat, to advise that he intended to stop mailings from AARP. During the chat, the representative advised him that his account was cancelled. The member only intended to stop mailings and still wanted the membership. The member stated he did not receive credit for the $79.00 payment and was advised on the chat it would take 1-2 billing statements to get the refund.

The member called us on September 15th to tell us that he did not receive a refund from AARP. The representative on the call advised they would escalate the case to another team to research the refund. On September 17th, a member of our Escalation team attempted to call the member but was unable to reach Mr. ***** and left a voicemail message with their direct phone number. Unfortunately,we did not hear back from the member at that time.

On September 30th, the member called into our contact center and advised they still did not receive the refund and requested the membership to be reinstated.After further investigation, the $79.00 payment made on July 11th was not refunded back to the member after reviewing our payment processor.

Im pleased to confirm we spoke to Mr. ***** on October 17th and apologized for his experiences with AARP. We have reinstated Mr. ****** five-year membership,and also provided a refund for the $79.00 payment as a gesture of goodwill. We confirmed with the member that he successfully was opted out of AARP mailings. We confirmed with the member that he successfully was opted out of AARP mailings on August 4th and September 30th. Mr. ***** was very appreciative of the phone call and considers the matter resolved at this time.

Once again, we apologize for any frustration experienced by Mr. ****** If Mr. ***** has any questions or additional concerns, he may contact me directly at *************, and I will be glad to assist him further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, **************************************

We would like to thank you for bringing this matter to our attention. It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,

***** ********, Advisor
************* Ombudsman Team
*****************************************************************
Initial Complaint
Date:10/02/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have patiently attempted to cancel my subscription to Real Simple (RSP2269586547) and Southern Living (SLV2804571681) through numerous website. Each site requests that I go to another website, with the result of ending at the start of my quest. Enough is enough!!! These magazines were AARP Rewards and now seem like booby prizes. Please end these two subscriptions. First step: received an email (9.23.25)from Real Simple stating that magazine would be renewed and my credit card charged, I went to the Real Simple website and was informed that because an AARP Rewards could not cancel at Real Simple. I went to AARP Rewards Chat with ***** on 9.30.25 and he gave me a link to cancel the subscriptions (****************************), which I visited for each subscription. And received a verification that each request had been received (9.30.25), but then received another email from this new site that I must go elsewhere, again. I just want these two rewards magazines stopped, now.
Customer Answer
Date: 10/08/2025
I have jumped through SO many hoops and each time I am redirected to a prior site that DID NOT help me. I just want the subscriptions cancelled for Real Simple and Southern Living--this has been a lengthy nightmare that as a senior citizen (71) I need to finalize NOW.
Business Response
Date: 10/20/2025
Dear Better Business Bureau,

I am writing to request for an extension to reply to the member's response. We are still awaiting further information from the AARP Rewards team,which is essential for us to provide a comprehensive response.
We appreciate your understanding and support in this matter. Please let us know if this extension can be granted.

Thank you for your attention to this request.

Sincerely,

***** Castro AARP Consumer Care Ombudsman Team
Business Response
Date: 11/05/2025
To the Dispute Resolution Team:
Attached is our response to Complaint # ********.
Sincerely,
***** ******,Advisor
Customer Answer
Date: 11/05/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23963354

I am rejecting this response because:

Regards,

****** ******
Initial Complaint
Date:09/30/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a paid annual membership with AARP and my account is currently restricted. I am unable to redeem my rewards. I wanted to redeem them for a $5 ******** gift card. This is the second time this has occurred since I signed up and I only signed up June 16, 2025! That's twice in only 3.5 months! Last time it took AARP nearly an entire month to resolve the issue and now I have the same problem again. I was not refunded for the lost month last time nor was I compensated for the $10 worth of gift cards This now totals multiple months in which my account has been restricted and $15 total loss in gift cards. I have not violated ANY terms of use, which they confirmed last time. Nonetheless, here we are again. I want this corrected immediately AND I want compensation for the $15 in lost gift cards AND the loss of multiple months of full access to my account (I paid $15 for the membership).
Business Response
Date: 10/14/2025
October 14, 2025

The Better Business Bureau of ******************* and
**********
*****************************
**********, *******; 20005

Re: ************************ # ********

We are in receipt of your letter dated September 30th,2025 regarding the complaint of ******* ******* that she was unable to redeem points and gift cards on the AARP Rewards website. We have investigated Ms. ******** inquiry and welcome the opportunity to respond.

Our records show that Ms. ******* contacted AARP on September 30th via chat, and on October 1st, 2025, via telephone, to report difficulties redeeming points for gift cards on the AARP Rewards website. The chat representative was unable to assist during that interaction because the member would not provide the required information to verify her account. On October 1st, the member contacted us via telephone, and the agent on the call advised the member there was an issue with her Rewards account and needed to escalate to another department for further assistance.

After reviewing the account, the Rewards access was restored on October 7th, 2025, and Ms. ******* is now able to redeem points on the website. We understand that Ms. ******* requested compensation for the gift card redemption issues. We have provided below a link to the full terms and conditions of the program, of which the user agreed to follow as a condition of access to the program. Note the section in the guidelines on completing learning activates,gaming and enforcement. If these or any other rules are not followed,users will have issues using the program which may result in a permanent loss of access to Rewards.

We apply these standards consistently across our platform to maintain fairness for everyone as AARP Rewards has a responsibility to protect the integrity of the program for all users. Please note that the user's reward points will not begin to expire until June 2026.
Additionally, as outlined in the Program Terms and Conditions, reward points:
Do not constitute property.
Do not entitle participants to any vested rights or interests.
Have no cash value.

The Sponsor reserves the right to suspend or terminate a participants Rewards Account or deem a participant ineligible for sweepstakes or other promotional opportunities if there is suspicion of fraudulent activity or gaming behavior that violates the intent of the Program Terms and Conditions.
Any failure to comply with these Terms and Conditions, including any conduct deemed detrimental to the Sponsor or any misrepresentation or fraudulent actions related to the Program, may result in:
Termination of participation in the Program.
Forfeiture of any accrued reward points.
Additional legal or equitable remedies available to the Sponsor.

The program guidelines are posted below.

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

If Ms. ******* has any questions or additional concerns, she may contact me
directly at **************, and I will be glad to assist her further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, **************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.
Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************

Customer Answer
Date: 10/15/2025
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]

Complaint: 23956253

I am rejecting this response because: I am not requesting compensation for the rewards. I am requesting compensation for the nearly 2 months of lost access to my PAID AARP membership. I paid $15 for the year. That's $1.25 per month. Give me $2.50 for the lost time and take measures to ensure I don't keep getting locked out. There is no justification for it as I have not violated any of the terms!

Regards,

******* *******
Initial Complaint
Date:09/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
LOOKING OVER MY BANK STATEMENT AND NOTICED AARP TOOK $20.00 OUT MY ACCOUNT AND I DONT HAVE MEMBERSHIP WITH THEM. I CALL THEM ASKING WHY WAS MONEY WITHDREW FROM MY ACCOUNT WHEN I DONT HAVE MEMBERSHIP. THE LADY ASKED ME FOR MY PHONE NUMBER AND ADDRESS. SHE SAID SHE DIDN'T SEE ANYTHING UNDER MY PHONE # SHOWING I WAS A MEMBER AND GAVE ME A NAME OF ****** ****** UNDER MY ADDRESS. SHE ASKED IF I KNEW HER AND I TOLD HER NO AND THAT NO MAIL EVER CAME TO MY HOUSE FOR THAT PERSON. SHE SAID HOLD ON SHE NEEDS TO SPEAKS TO HER SUPERVISOR. CAME BACK ASKING FOR MY E-MAIL ADDRESS AND I ASKED WHY IF I DONT HAVE MEMBERSHIP WHAT SHE NEED IT FOR. I REFUSED TO PROVIDE IT.
Business Response
Date: 10/14/2025
October 14, 2025

Dispute Resolution Team
BBB of **********************************
*****************************
*******************; 20005

Re:******* ******, ID # ********

To The Dispute Resolution Team:

We are in receipt of your letter regarding ******* Butlers claim AARP charged $20.00 for a membership that she does not have and wants to be refunded for the transaction. We have investigated this matter and welcome the opportunity to respond.

On September 24th, 2025,Ms. ****** called the AARP contact center to advise that $20.00 was withdrawn from her bank account by ********************** and advised that she did acknowledge having a membership years ago, but she did not renew the membership. The representative asked Ms. ****** for information to see if there was an active membership. The representative was unable to locate an account for Ms. ****** using the telephone number that Ms. ****** provided and asked the member to provide their mailing address. After reviewing the address, it was associated with a different individual named ****** ******. Ms. ****** stated she did not know this individual, and no mail was received for this person at the address.

After the representative consulted a supervisor for assistance, the representative asked Ms. ****** to provide an email address to help locate the membership and advised her there might be an automatic renewal that caused the payment. Ms. ****** refused to provide the email address and advised she would contact the BBB and the call ended. With the email address Ms. ****** provided in the BBB complaint, we were able to locate her membership.

Following a thorough review, we confirmed that Ms. ****** established her membership on May 26, 2017, and opted into automatic renewal on September 19, 2023. This renewal occurs annually. On September 20, 2025, AARP withdrew $20.00 from her bank account as part of the renewal process. Records indicate that Ms. ****** initiated a chargeback on September 24, 2025, which is currently being addressed through the chargeback resolution process. Her membership was officially canceled on September 30, 2025.

If Ms. ****** has any questions or additional concerns, she may contact me
directly at **************, and I will be glad to assist her further. I also can be reached via email at ***************************************************************** or mail at the following address: AARP ************* Ombudsman Team, **************************************

Member satisfaction is especially important to AARP, and we are constantly exploring better ways to serve our members. We hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.

Sincerely,
***** ********
Advisor, AARP Ombudsman Team
*****************************************************************
Customer Answer
Date: 10/17/2025
After my first year of membership I never renewed because I was not pleased with it. If I selected automatic withdrawal which I dont recall why havent yall withdrew from my account in previous years. 2017 - 2025

Complaint: 23952851

I am rejecting this response because:

Regards,

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

Customer Answer
Date: 10/17/2025
***** ******** stated I could call him direct @ ************ with no voicemail addressing its him. I called him twice no answer
Business Response
Date: 10/21/2025
Good morning. I called Ms. ****** this morning and talked to her. I believe based on our phone conversation this morning, Ms. ****** should be good now. She has my direct phone number if she needs further assistance. Please close out the BBB case.

-*****

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