Complaints

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:09/06/2025

  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.

  I have been trying to unsubscribe from Classmates.com for some time. I think it is a scam just to get your money with its additions to your account for certain upgrades. I am 84 and probably most of my classmates have entered the ****** *****. I never succumbed to their pitches but cant get rid of their almost daily pitches.

  Business Response

  Date: 09/08/2025

  Complaint # ********
  Complainant:******** *****
  
  We are in receipt of the above referenced complaint filed by Ms. ***** in connection with the optional email subscriptions she receives from Classmates as part of her free membership with the Classmates service.  
  
  According to our records, Ms. ***** registered and created a Classmates membership on May 9. 2025.  
  
  The Communications From Us section of the Classmates Privacy Policy, which Ms. ***** agreed to when she completed her 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 states:  
  
  As a user of the Services, you will receive our customary business communications (e.g., emails, push notifications or other communications 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 account or product usage instructions when you sign up for an account 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 private message inbox on the Services.
  
  While we reserve the right to send you our customary business communications, "welcome" messages, biannual membership activity updates, messages to your private message inbox 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.
  You can also update your email preferences by logging onto the Account or similar section of the applicable Service.
  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 the Help Section:
  To subscribe to or unsubscribe from any optional email subscriptions, click the gear icon at the top right corner of any Classmates page and select Account, then Email Subscriptions. Under each section, check or uncheck any of the boxes, then click Save.
  
  You'll also find an Email Preferences link at the bottom of each email from us, with the exception of customary emails you're required to receive as a member.
  
  Keep in mind that any changes you make may take up to 10 days to process,since some email is queued in advance. You'll still occasionally receive customary emails rectly affect you as a member.
  
  As noted above, the Email Subscriptions page is located under the My Classmatesdrop down navigation menu, which is accessible from nearly every page of the Classmates website. On the Email Subscriptions page, the member can manage which optional email subscriptions they would like to receive by checking or unchecking the email subscription and clicking the Save button. If the member wishes, they can remove themselves from all optional email subscriptions,however they are still required to receive customary business emails from Classmates such as registration receipts, paid membership purchase receipts, paid membership automatic renewal reminders and any password reset emails.
  
  Additionally,members can find a link to update their email preferences at the bottom of each email they receive from Classmates.
  
  Per Ms. ****** request, I deleted her free Classmates membership on September ******. Ms. ***** may continue to receive residual emails from Classmates for up to 10 days after her account deletion. Residual emails are emails that are already scheduled to be sent in our email delivery system. She should feel free to disregard these emails.
  
  We are sorry to see Ms. ***** go, however, if she ever wants to re-register on the Classmates website, she should be aware that she can always remove herself from any optional email subscription based on her personal preferences.  
  
  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 *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ****************************** 

• Initial Complaint

  Date:08/27/2025

  Type:Product 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 July 26th of this year, I purchased a 3 month subscription online with classmates.com. I was charged $10.80 and never received the subscription. I've sent numerous messages/emails to classmates.com concerning this issue, to no avail. They're not responding. Obviously, this issue is not a priority to them.

  Business Response

  Date: 08/27/2025

  Complaint number: 23803509
  Consumer name: ******* ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. *******
  
  Classmates is an online alumni directory website. Users register on the website under their personal name, the name of the school they attended and for the years in which they attended their school. Additional personal information, such as photos, biographies and other profile content are at the discretion of the user to provide and share. All members are able to peruse and visit profiles of any other member on the Classmates website.
  
  There are two types of Classmates memberships: a free, basic account and a paid **********************+ subscription membership. Free members are allowed to view members of their school, their specific class list, reunion information and other members profiles as well as yearbooks. A Classmates+membership provides additional benefits that a free member will not be able to access, such as viewing who has visited their profile, who has left an I Remember You, the ability to send and receive private messages that any member, even if they are not a paid member, can review and respond to and a 20% discount on all hardcover yearbook purchase. A screen shot of the membership benefit page from the Classmates.com website is attached for your review.
  
  As noted in his complaint, Mr. ****** upgraded his free Classmates membership and purchased a non-refundable, introductory discounted 3-month membership subscription on July 26, 2025, in the amount of $10.80. Our records indicate that Mr. ****** has used his paid membership to view who has viewed his profile.
  
  On August 4, Mr. ****** contacted Classmates and indicated he did not receive his paid membership benefits. On August 5, 2025, a Classmates *********** Representative responded to Mr. ****** confirming our records indicated he had an active paid membership subscription and suggested he log in and out of his account if he was unable to access these benefits. A copy of this communication as well as his membership record is attached for your review.
  
  In addition, Mr. ****** should easily be able to determine if his paid subscription has been applied to his Classmates account the next time he logs into the Classmates website, as there will be an orange CM+ Member tag underneath his name and hero image in the upper left-hand corner of the Classmates.com/siteui/home webpage. Ive attached a screen shot showing how this tag will appear on the website. Free members see a text offer to upgrade to a paid membership subscription.
  
  This information should successfully resolve Mr. ******** consumer complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 09/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. Although, I find the Company's response to be satisfactory, the ad for the subscription in reference was very misleading.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:08/22/2025

  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.

  I had paid membership and went in 2 months ago and removed the auto draft for renewal payment. The next thing I know they are debiting my bank acct for $60. I called and they claim they cannot reverse charges. ************ does this all the time. They see when someone cancels the auto draft and then they go in and turn the auto draft back on. I have had to do this several years in a row, ************ is scamming people and I want my money back ASAP

  Business Response

  Date: 08/28/2025

  Complaint # *********
  Consumer:****** *****
  
  We are in receipt of the complaint filed by Ms. ***** regarding her Classmates+ paid membership subscription.
  
  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 50% discounted 1-year automatically renewing paid membership subscription on August 15, 2024 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $60.00 for each renewal, and that she could visit the Account portion of the website to change her renewal settings at any time. Ms. ***** was presented with language on the 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 *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** 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 Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Ms. ***** would have received a paid subscription confirmation receipt 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 in the amount of $60.00 unless she chose to cancel by visiting the Account portion of the website prior to her renewal date and that no portion of any of her paid membership subscription fees were refundable.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates navigation drop down menu in the top portion of the webpage. Underneath the heading Account,they will see an "Account & Billing" link. 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.
  
  Classmates provides an automatic renewal reminder (AR30) via email to all members with a 1- or 2-year membership enrolled in the auto-renewal program. Our email records confirm that the AR30 notice was sent to Ms. ***** on July 13, 2025, at the email address associated with her account, which matches the address referenced in her complaint.
  
  This reminder email provided information that Ms. ****** 1-year membership would automatically renew on August 15, 2025 in the amount of $60.00 unless she changed her renewal status prior to her renewal date and included instructions on how to cancel her paid membership online. The email also included a phone number to call Classmates as well as a link to email the Classmates ********************** if she needed assistance in canceling her paid membership prior to its renewal. A representative copy of this AR30 renewal reminder as well as the email send history from Classmates email systems to Ms. ***** is attached for your review.
  
  According to our records, Ms. ***** did not opt out of the automatic renewal program or contact Classmates prior to her renewal date, and, as a result, her membership was renewed for an additional term and her payment method was charged $60.00 on August 15, 2025 in accordance with the disclosures and the Terms of Service that she agreed to during her 2024 purchase.
  
  Upon review of Classmates internal records, there is no evidence that Ms. ***** has contacted our organization regarding any renewal-related concerns or other account matters at any point since the establishment of her account on November 14, 2012, contrary to the allegations asserted in her complaint.
  
  Additionally,Classmates has reviewed the audio recordings of three telephone calls placed by Ms. ***** to our customer service team on August 22, 2025. Based on the documented conduct during these calls, which included repeated instances of abusive and inappropriate language toward our representatives, Classmates has determined that Ms. ****** actions are a violation of Section 3 (Member Conduct) of the Classmates Terms of Service.
  
  As a result of the conduct described above, Classmates has issued a refund in the amount of $60.00 to Ms. ****** This refund should be reflected on her financial institutions billing statement within approximately 30 to 60 days, subject to the institutions processing timelines and internal policies. Additionally, Ms.****** Classmates membership account has been permanently terminated,effective immediately.
  
  Classmates now considers this matter closed.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  www.classmates.com
  

• Initial Complaint

  Date:08/21/2025

  Type:Product 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 have been a member of Classmates.com for many years. On August 9, 2025 they charged my **************** Card $96.00 for a two year membership. When I found out about it, I phoned them and asked them to cancel my membership and refund the money. They responded that I had authorized the transaction more than 2 years ago and they would not cancel the membership and issue a refund. I then contacted **************** who then contacted Classmates.com. Classmates told **************** that they have a non-cancellation, no refund policy. Classmates has a free membership classification and I have no need for the paid service and really would like to cancel and get a refund.

  Business Response

  Date: 08/27/2025

  Complaint number: 23779839
  Consumer name: ****** *******
  
  We have received Mr. ******** Better Business Bureau complaint regarding his Classmates+ membership subscription.
  
  As a courtesy and in response to his request, a pro-rated refund of $93.63 was issued on August 27, 2025. Depending on his financial institutions billing cycle and internal processing times, this refund should appear on his physical billing statement within 30 to 60 days. If Mr. ******* uses online banking, he may see the refund reflected in his account sooner.
  
  His membership has now been converted to a free basic Classmates account. No further charges will be applied unless he chooses to purchase a Classmates product or service in the future.
  
  We trust this resolution addresses Mr. ******** concerns. Should he or the BBB have any questions or require further assistance, Im happy to help at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 09/04/2025

   
  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,
  
  ****** A/k/a ***** *******

• Initial Complaint

  Date:08/21/2025

  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 received an email telling me that Classmates.com had charged me for a 2 year membership that I never requested. I called Classmates.com and they told me that I had signed up for a Paid membership 2 years ago and that I also signed up for automatic renewal. I told them I had not knowingly signed up for paid membership 2 years ago and that I didn't sign up for automatic renewal and that they wouldn't refund the renewal payment even though I contacted them on the day of the renewal because of the email. I cancelled my membership including the free membership.

  Business Response

  Date: 08/28/2025

  Complaint number: 23779153
  Consumer name: **** *****
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ***** regarding his Classmates+ paid membership subscription.
  
  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 an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00 on August 21, 2023. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ***** was notified that his membership fees were non-refundable, 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 $96.00 for each renewal, and that he could visit the Account portion of the website to change his renewal preference 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). A representative copy of the introductory 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** 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 Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. ***** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained Mr. ****** registration number, the amount he paid for his subscription membership, the renewal date, and a reminder that his paid subscription would renew unless Mr. ***** chose to cancel by visiting the Account portion of the website prior to his renewal date and that no portion of any membership fee is refundable. A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmatesnavigation drop down in the top portion of the webpage. Underneath the heading Account, they will see an "Account & Billing" link. 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.
  
  Classmates sends all members in a paid membership subscription term one year or longer an Automatic Renewal Reminder (AR30). A review of our email logs indicates Classmates sent Mr. ***** this AR30 reminder on July ******* to the email address associated with his account, which is the same email address as listed in his complaint.
  
  This AR30 email reminder provided information that Mr. ****** 2-year paid membership subscription would automatically renew on August ******* in the amount of $96.00 unless he changed his renewal status prior to his renewal date and instructions on how to change his renewal preference. The renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with cancelling his automatic renewal prior to his renewal date. A representative copy of this AR30 email reminder as well as the email send history from Classmates email systems to Mr. ***** is attached for your review.
  
  According to our records, Mr. ***** did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his ****** account was charged $96.00 on August 21, 2025 in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.
  
  On August 21, 2025, Mr. ***** contacted Classmates via phone. Per the phone recording, Mr. ***** requested to have his account cancelled and acknowledged that the cancellation of his paid membership would result in the forfeiture of his paid membership subscription fee. Per his request, the *********** Representative deleted his account.
  
  On August 26, 2025, Classmates received notice of a payment dispute filed by Mr. ***** with ******. Resolution remains pending, and any refund shall be subject to ******* final determination.
  
  This information should resolve Mr. ****** complaint. Should your office or Mr. ***** have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  
  

  Customer Answer

  Date: 09/03/2025

   
  Complaint: 23779153
  
  I am rejecting this response because:  I cancelled my account on the day that my new subscription was started, so there was no period where I used their service.  I should not be charged for a service I did not use.  Why notify me of the new  subscription if I was not offered a chance to refuse it.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:08/18/2025

  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.

  8/15/25 I'm suddenly get an email thanking me for purchasing somekind of membership from a place called CLASSMATES for $60.00. I did not order anything from who or what ever this is. I'm 75 and I'm getting tired of c*** like this, suddenly getting notice about a membership I never did join & a bill will be sent to me! I'm no fool I worked for & JUST retired from ********** after 55+ yrs. I will sue if I get **************** try to ruin my credit!!! The email I got was from Classmates.com ********

  Business Response

  Date: 08/27/2025

  Complaint # ********
  Consumer:***** **********
  
  We are in receipt of the complaint filed by Ms. ********** regarding her Classmates+ paid membership subscription.
  
  According to our records, Ms. ********** registered on the Classmates website on June ******. Over the course of her time at Classmates, Ms. *********** has purchased 4 paid membership subscriptions, a hardcover yearbook reprint and was last on the Classmates website on July 30, 2025.
  
  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 during her most recent paid membership purchase.
  
  ************* purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on August 15, 2024 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ********** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $60.00 for each renewal, and that she could visit the Account portion of the website to change her renewal settings at any time. Ms. ********** was presented with language on the 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 representative copy of the 50% introductory 1-year paid membership purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** 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 Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Ms. ********** would have received a paid subscription confirmation receipt 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 in the amount of $60.00 unless she chose to cancel by visiting the Account portion of the website prior to her renewal date and that no portion of any of her paid membership subscription fees were refundable. A representative copy of the receipt email is attached for your review. 
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates navigation drop down menu in the top portion of the webpage. Underneath the heading Account,they will see an "Account & Billing" link. 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.
  
  Classmates sends all members in a 1- or 2-year membership an automatic renewal reminder (AR30). A review of our email logs indicates Classmates sent this AR30 reminder to Ms. ********** on July 6, 2025 to the email address associated with her account,which is the same email address as listed in her complaint.  
  
  This reminder email provided information that Ms. **********s 1-year membership would automatically renew on August 15, 2025 in the amount of $60.00 unless she changed her renewal status prior to her renewal date and included instructions on how to cancel her paid membership online. The email also included a phone number to call Classmates as well as a link to email the Classmates ********************** if she needed assistance in canceling her paid membership prior to its renewal. A representative copy of this AR30 renewal reminder as well as the email send history from Classmates email systems to Ms. ********** is attached for your review.
  
  According to our records, Ms. ********** did not opt out of the automatic renewal program or contact Classmates prior her renewal date, and, as a result, her membership was renewed for an additional term and her payment method was charged $60.00 on August 15, 2025 in accordance with the disclosures and the Terms of Service that she agreed to during her 2024 purchase.
  
  Per Classmates Terms of Service, all membership fees are non-refundable. Ms. ********** has been removed from the automatic renewal program and her paid membership subscription has been placed in manual renewal. Her paid membership subscription will therefore lapse on August 15, 2026, and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to her payment method unless she proactively extends her current paid membership subscription or purchases a paid membership subscription in the future.
  
  Alternatively,if Ms. ********** wishes to cancel and delete her paid Classmates account, she must confirm and acknowledge the forfeiture of her most recent renewal fees.She can respond via the BBB dispute resolution portal or by emailing [email protected].
  
  This information should resolve Ms. **********s complaint. Should your office or ************* have any questions or need additional information, please feel free to contact me at the email address listed above.
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:08/16/2025

  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 signed up for trial of service. They have since attempted to charge my virtual card for credit account four times for *****. Each time they do this my credit company generates new virtual card number as they consider this a possible security issue. This causes me to need to update every company I have associated with this payment method. I have emailed Classmates twice this month to confirm cancellation yet they continue to charge the number.

  Business Response

  Date: 08/19/2025

  Complaint number: 23756115
  Consumer name: ****** *******
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ******* in connection with her Classmates+ paid membership subscription.
  
  Classmates does not offer trial paid memberships or single term paid membership plans. All Classmates paid memberships are enrolled in the automatic renewal program. 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 50% discounted 3-month automatically renewing paid membership on May 7, 2025 in the amount of $10.80. Prior to completing her purchase, Ms. ******* was specifically notified that her membership fees were non-refundable and that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged the full term price of $21.60 for each renewal and that she could visit the Account portion of the website to change her renewal preference 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 representative copy of the 3-month purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** 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 Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The Payment section located under the *************** portion of the Terms of Service states, in part:
  
  All authorized charges will be billed to your designated Payment Method on the terms described in the specific offer. If payment cannot be charged to your Payment Method or your payment is returned to us for any reason, we reserve the right to either suspend or terminate your access to the unpaid-for ************** It is your responsibility to ensure that sufficient funds are available to cover the charges for the ************** and we have no liability for any overdraft or other fees that you may incur as a result of our processing of your payment. When sufficient funds are not available upon the renewal date, you authorize us to retry collection on your Payment Method. If your service has been suspended due to payment failure, any successful retry will reset the subscription period to the date of the successful payment.
  
  Shortly thereafter, Ms. ******* would have received a paid subscription confirmation receipt 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 Accountportion of the website prior to her renewal date. A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates navigation drop down menu in the top portion of the webpage. Underneath the heading Account,they will see an "Account & Billing" link. 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 July 28, 2025, Classmates sent Ms. ******* an email notice (AR7) that her introductory pricing term was about to expire and that her membership subscription would renew at the standard full price of $21.60 on August 7, 2025 unless she cancelled her paid membership subscription prior to that date. The AR7 email notice also contained information on how to cancel her paid membership and a reminder that no portion of any membership subscription fees are refundable. A representative copy of this AR7 email notification as well as the email send history from Classmates email systems to Ms. ******* is attached for your review. 
  
  According to our records, Ms. ******* did not opt out of the automatic renewal program prior to her renewal date and, as a result, Classmates attempted to renew her subscription for an additional term and charge her payment method $21.60 per the Terms of Service that she agreed to at the time of her May 7, 2025 purchase. Additionally, on August 19, 2025, Classmates notified ********** via email that she needed to update her payment information in order keep her paid Classmates+ membership subscription active. Nor does Classmates have any record of Ms. ******* contacting Classmates regarding this matter prior to the receipt of the BBB complaint.
  
  Per Ms. ******** request, I have removed her account from the automatic renewal program, and her paid membership has now lapsed and returned to a free membership. Her payment method will not be charged any additional membership fees unless she proactively purchases a paid membership subscription in the future.
  
  Should your office or Ms. ******* have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  
  

  Customer Answer

  Date: 08/28/2025

   
  Complaint: 23756115
  
  I am rejecting this response because:

  I emailed company twice stating I cancelled and to stop billing me.

  Aside from their false statement saying I never contacted them from that Hotmail account, this can be closed.  Their billing has inconvenienced me enough with the disruption to my card.

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

• Initial Complaint

  Date:08/14/2025

  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.

  On August 14, 2025, I received a notification from ****** that $60 was being paid to Classmates for an annual subscription. The funds were charged to a business account that I would NEVER use. I never received any notification that this was being charged. Classmates just takes your money then leaves the customer to fight to get their money back. I did not sign up for a Classmates account using **************************** which is my business email. I certainly did not set up a payment arrangement using the business ****** account.I want this charge refunded.

  Business Response

  Date: 08/19/2025

  Complaint # ********.
  Consumer:****** *****
  
  We are in receipt of the complaint filed by Ms. ***** regarding her Classmates+ paid membership subscription.
  
  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 50% discounted 1-year automatically renewing paid membership subscription on August 14, 2024 in the amount of $30.00 using her ****** account. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $60.00 for each renewal, and that she could visit the Account portion of the website to change her renewal settings at any time. Ms. ***** was presented with language on the 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 representative copy of the purchase page and the ****** transaction information is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** 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 Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Ms. ***** would have received a paid subscription confirmation receipt 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 in the amount of $60.00 unless she chose to cancel by visiting the Account portion of the website prior to her renewal date and that no portion of any of her paid membership subscription fees were refundable.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates navigation drop down menu in the top portion of the webpage. Underneath the heading Account,they will see an "Account & Billing" link. 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.
  
  Classmates sends all members in a 1- or 2-year membership an automatic renewal reminder (AR30). A review of our email logs indicates Classmates sent this AR30 reminder to Ms. ***** on July 5, 2025 to the email address associated with her account,which is the same email address as listed in her complaint.  
  
  This reminder email provided information that Ms. ****** 1-year membership would automatically renew on August 14, 2025 in the amount of $60.00 unless she changed her renewal status prior to her renewal date and included instructions on how to cancel her paid membership online. The email also included a phone number to call Classmates as well as a link to email the Classmates ********************** if she needed assistance in canceling her paid membership prior to its renewal. A representative copy of this AR30 renewal reminder as well as the email send history from Classmates email systems to Ms. ***** is attached for your review.
  
  According to our records, Ms. ***** did not opt out of the automatic renewal program or contact Classmates prior to her renewal date, and, as a result, her membership was renewed for an additional term and her ****** account was charged $60.00 on August 14, 2025 in accordance with the disclosures and the Terms of Service that she agreed to during her 2024 purchase.
  
  On August 14, 2025, Ms. ***** contacted Classmates via phone. Per the phone recording, Ms. ***** requested to have her account cancelled and acknowledged that the cancellation of her paid membership would result in the forfeiture of her paid membership subscription fee. Per her request, the *********** Representative deleted her account.
  
  I can confirm that Ms. ****** Classmates account was deleted on August 14, 2025.She may continue to receive residual emails from Classmates for up to 10 days after her account deletion date. Residual emails are emails that are already scheduled to be delivered to members in the Classmates email delivery system.
  
  This information should resolve Ms. ****** complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:08/11/2025

  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 closed free trial of classmates for ****************************** ( now ********************) *********************. Ive been sent harassing messages and online they still have a photo of my young son online when I deleted it. I want my digital footprint deleted and no contact from them. IMMEDIATELY!!!My name is under **** ****** -**********

  Business Response

  Date: 08/12/2025

  Complaint number: 23730071.
  Consumer name: **** *****************
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ******************
  
  According to our records, Ms. ***************** had duplicate free accounts on the ********************** website. One of these accounts, registration number *************,created using the email address listed in her complaint, was deleted by Ms. ***************** on April 6, 2023.
  
  The second account, registration number **********,created using a ******** email address, was deleted today, August 12, 2025, per her request. Ms. ***************** may continue to receive residual emails from Classmates for up to 10 days after her account deletion date. Residual emails are emails that are already scheduled to be delivered to our members in our email delivery system. She should feel free to disregard these emails. 
  
  Additionally, after Ms. ***************** clears her cache on her device,she may temporarily still see the images she shared on her Classmates profile within individual search engine results pages. If this occurs it means that while her profile was still on our site, that specific search engine indexed the public visitor profile webpages of the Classmates site. Unfortunately, Classmates does not have the ability to remove this information from search engines results pages.
  
  In order for this specific search string to be removed, the search engine will need to re-index these webpages and update the information they have cached. When and how often these pages are re-indexed is beyond our control and is based on the search engines internal policies and algorithms.
  
  While we are sorry to see Ms. ***************** go, we appreciate the time she spent as a Classmates member.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 08/20/2025

   
  Complaint: 23730071
  
  I am rejecting this response because:
  I dont think that if you have a site up you should have the power to delete content. This photo was added not in 2025 but back when we were to have our 30th reunion 2017 . Thats the only reason I went on this site. I realize there have been a lot of tech updates in just 6 months. Dont tell me you cannot delete my profile and photos
  Sincerely,
  
  **** ******-**********

• Initial Complaint

  Date:08/09/2025

  Type:Sales and Advertising 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.

  Im ***** L ********! Im Hearing and Vision! I connected with classmates.com when I decided to join my ******************* Savanna ****** then classmates.com popped in! this classmates.com said that classmates.com was affiliated with my Savanna ******, but classmates.com is not affiliated with *************! Charged me $48 for two years, then tried to change another fee by email two days! I refused to pay a second fee so I was denied access to my account on **********************! Then, I tried to cancel classmates.com! Only to be charged $21.95 fee for cancellation of classmates.com. This company is a fraud! Scamming for money! Im a Disabled Senior living on Social Security and SSI with a Disabled Senior cat!! I dont have money to waste so this is my story with classmates.com! Please! Stop this classmates.com!Thank-you!***** L ********

  Business Response

  Date: 08/18/2025

  Complaint number: 23724592
  Consumer name: ***** ********
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ******** regarding her Classmates+ paid membership subscription under registration number 4000191126108. 
  
  Classmates is an online alumni directory website. Classmates advertises its services on many websites, including other reunion related websites. However, to register on the Classmates.com website, users must select the school they attended from a drop down list from state, city and named schools and then manually enter their first, last and maiden names and provide the years for which they attended that school. Prior to completing the registration process, they must agree to the Classmates Terms of Service and Privacy Policy. Additional personal information, such as photos, biographies and other profile content are at the discretion of the user to provide and share.All members are able to peruse and visit profiles of any other member on the Classmates website.
  
  There are two types of Classmates memberships: a free, basic account and a paid **********************+ subscription membership. Free members are allowed to view members of their school, their specific class list, reunion information and other members profiles as well as yearbooks. A Classmates+membership provides additional benefits that a free member will not be able to access, such as viewing who has visited their profile and the ability to send and receive private messages that any other member, even if they are not a paid member, can review and respond to.
  
  According to our records, Ms. ******** registered and created her most recent free Classmates membership on July 26, 2025. On July 31, 2025, Ms. ******** upgraded her free membership and purchased a non-refundable introductory 50%discounted 2-years paid membership subscription in the amount of $48.00. Since her purchase, Ms. ******** has extensively used her paid membership subscription benefits to send private messages and view who has visited her profile.
  
  Ms. ******** previously had a Classmates membership, from 2012 through 2015, using a Yahoo email address under registration number **********.This membership had two 3-month paid membership purchases associated with it. Since this membership account had a bad email associated with it, it was deleted.
  
  Classmates does not charge a cancellation fee. Free members can delete their accounts at any time. Paid members may cancel during a subscription term, but their remaining subscription fee is non-refundable. The price referenced in Ms. ********* complaint appears to reference the full-term price for a 3-month membership subscription, which is $21.60, not a cancellation fee.
  
  I can confirm that Ms. ******** has removed her paid membership from the automatic renewal program and her paid membership subscription term will end on July 31, 2027 and then revert to a free account. However, if Ms. ******** wishes to delete her paid membership, she must confirm that she understands the remaining subscription fee will be forfeited before I can process her account deletion on her behalf. She can provide this confirmation either through the BBBs dispute resolution portal or she can email me directly at *******************************************
  
  This information should successfully resolve Ms. ********* complaint.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 08/27/2025

  I dont accept the response from the **************! Im out $48! Why did classmates.com try to charge me $21.95 to cancel? I got two emails trying to make me pay! These emails were almost like a threatening manor! 

  ***** L Cravatta