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:10/04/2024

  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.

  This past Sunday I was automatically charged $96 for renewal of this service. I forgot I even had this service and haven't used this service in at least 4 years or longer. I called customer service and explained I haven't used their service in at least 2-4 years, forgot I even had that subscription, was unsure what email address I had used. I figured out it was an email address that I stopped using 4 or more years ago. I asked for a refund and to cancel my subscription. They did cancel my membership but the customer representative said they don't do refunds. This made my bank accounts be overdraft which is causing a lot of problems since I don't have $96 to just throw away. I need my $96 back and feel this company is fraudulent and does not appreciate it value their customers experience.

  Business Response

  Date: 10/11/2024

  Complaint number: 22379220
  Consumer name: *** ****************
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. **************** regarding her Classmates+ paid membership subscription under registration number **********.  
  
  In her complaint, Ms. **************** claims she haven't used the Classmates service in the last 2-4 years and that the email address associated with her account was an email address that she stopped using 4 or more years ago. However, our records indicate that Ms. **************** last logged into her Classmates account on November 6.
  
  Per the Classmates Terms of Service, which Ms. **************** agreed to when she registered on the Classmates website and again when she purchased her paid membership subscription, you agree that all information that you provide to us or post on the Services is complete, accurate and up to date. If any of your information changes, you agree to immediately update it. If you fail to update your information or if all or part of your information is (or appears to be) untrue, inaccurate, or incomplete, we may suspend or terminate your account and refuse any and all current or future use of the Services,without refund to you of any fees paid. (Section 1.B. **************************************************).And, 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. (Section 2.A. **************************************************).
  
  Additionally, per the Terms of Service, Classmates has a no refund policy (Section 2.D. **************************************************),However, I have provided Ms. **************** with a one-time courtesy refund of her last membership fee in the amount of $96.00 on October 11, ************************************************************** **************** should note this refund within her ****** account within the next 3 to 5 days depending on ******* internal refund policies. Ms. **************** Classmates account has reverted to a free membership and I have updated her outdated email address to the email address listed in her complaint.  
  
  If Ms. **************** would like to delete her free Classmates membership, she can use the following link to remove her account from the website: *******************************************************.
  
  This information should successfully resolve Ms. ************************ complaint. If Ms. **************** or the BBB have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

• Initial Complaint

  Date:10/02/2024

  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.

  10/2/2024 This business charged the amount to a card they don't have on file and I want to know how this is legal?

  Business Response

  Date: 10/03/2024

  Complaint number: 22370483
  Consumer name: Lawrence Atwood
  
  We are in receipt of the consumer complaint filed by Mr. Atwood in
  connection with 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. Atwood
  of the Automatic Renewal Program.
  
  
  Mr. Atwood purchased an introductory 50% discounted 3-month automatically
  renewing paid membership on October 2, 2023 in the amount of $10.80. On the
  payment information page of the paid membership purchase process, prior to
  completing his purchase, Mr. Atwood was specifically 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 payment method would be charged the full membership
  price of $21.60 for each renewal period, and that he could visit the “Account”
  portion of the website to change his renewal settings at any time. Mr. Atwood
  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 3-month 50% off discounted
  purchase page is attached of your review.
  
  The "Automatic Renewal Program" section located under
  the "Paid Services" portion of the Terms of Service states:
  
  “Upon your acceptance of an offer for the purchase of any
  subscription-based Paid Services, you will be enrolled in our automatic renewal
  program to help ensure that there is no interruption in your access to such
  Paid Services. Under this program, you authorize us to automatically renew your
  subscription at the end of the term of the subscription you purchased, and each
  subsequent term, for the same term length of the subscription you initially
  purchased (unless otherwise stated in the offer you accepted). Unless you
  change your renewal status as described below, at the time of each such renewal
  you authorize us to charge your designated Payment Method at the then-current,
  non-promotional price (unless otherwise stated in the offer you accepted) for
  the renewal of your subscription. If you no longer want to be enrolled in our
  automatic renewal program, you can change your renewal status at any time by
  logging onto the Account portion of the 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
  "Paid Services" portion of the Terms of Service states:  
  
  “All fees relating to Paid Services, 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 Paid
  Services 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 Paid
  Services reinstated.”
  
  Shortly thereafter, Mr. Atwood would have received a paid
  subscription confirmation email sent to the email address associated with his
  account. This email contained Mr. Atwood’s registration number, the amount he
  paid for his subscription membership, the renewal date, and a reminder that his
  paid subscription would renew unless Mr. Atwood chose to cancel by visiting the
  “Account” portion of the website prior to his renewal date and that no portion
  of any subscription fee is refundable. A representative copy of this 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 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.
  
  According to our records, Mr. Atwood did not opt out of the
  automatic renewal program or contact the Classmates Member Care Department about
  his membership subscription prior to the end of his membership subscription
  term. As a result, his membership renewed for an additional term and his
  payment method was charged $21.60 on January 2, 2024 and every 3-months
  thereafter in accordance with the disclosures and the Terms of Service that he
  agreed to during his initial purchase.
  
  
  On October 2, 2024, after Mr. Atwood had been billed for his most
  recent renewal term, Mr. Atwood removed his payment information from the
  Account and Billing page on the Classmate website. This effectively removed his
  paid membership subscription from the automatic renewal program. Therefore, his
  paid membership subscription will end on January 2, 2025 and will then revert
  to a free Classmates membership.
  
  According to the Classmates Terms of Service, Classmates has a no
  refund policy. I can confirm that Mr. Atwood’s
  membership has been removed from the automatic renewal program and that his
  paid membership subscription will lapse on January 2, 2025. He will not be
  charged any additional membership subscription fees unless he proactively
  extends his current paid membership subscription, or he purchases a paid
  membership in the future.
  
  This information should successfully resolve Mr. Atwood’s complaint.
  Should your office or Mr. Atwood have any questions or need additional
  information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  Tara Buck
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:10/01/2024

  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.

  9-11-24 Classmates.com charged me $96.00 without 1) first notifying me 2) without my permission. 3) charged this amount in advance of services but refuses to refund any amount when I called 10-1-24. 4) Amount charged far exceeds original agreed to amount and the charges far exceed any normal inflationary cost increases. There is nothing according to them and their so called agreement to stop them from charging ten of thousands of dollars in their auto-renewal scam. This business has now become a rip-off praying on unsuspecting people.

  Business Response

  Date: 10/11/2024

  Complaint number: 22364800
  Consumer name: ******* ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his paid Classmates+ 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 the account holder of the Automatic Renewal Program.
  
  Mr. ****** purchased an introductory 50% discounted 2-year automatically renewing paid membership subscription on September 10, 2016 in the amount of $36.00.On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically 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 payment method would be charged $72.00 for each renewal,and that he could visit the Account portion of the website to change his renewal preference at any time. Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 2016 2-years introductory 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 paid membership, the renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Account portion of the website prior to his renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates drop down navigation menu in the top righthand portion of the webpage. When a member clicks on Account, they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term,the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Since May 2017, Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder (AR30). A review of Classmates email logs indicates these renewal reminders were sent to Mr. ****** on or about August 1st in 2018, 2020, 2022 and 2024.
  
  The 2022 email reminder provided information that Mr. ******* 2-year membership would automatically renew on September 10, 2022 unless he changed his renewal status prior to his renewal date, instructions on how to cancel the automatic renewal and that the full price of a 2-year membership renewal was increasing from $72.00 to $96.00 starting with his next renewal date. The subject line of the renewal reminder was Notification - Price Change for Your Classmates+ Membership Renewal.
  
  The 2024 email reminder provided information that Mr. ******* 2-year membership would automatically renew on September 10, 2024 in the amount of $96.00 unless he changed his renewal status prior to his renewal date,instructions on how to cancel his automatic renewal and a phone number and link to contact Classmates if he needed assistance with changing his renewal status prior to his renewal date.
  
  Representative copies of the renewal reminder with the price increase notification from 2022 and the 2024 automatic renewal reminder as well as screen shots of the email send history from Classmates email systems to ********* for each of these email reminders are attached for your review. 
  
  According to our records, Mr. ****** did not opt out of the automatic renewal program or contact Classmates prior to any of his renewal dates and, as a result, his membership was renewed every two years since his subscription purchase date in accordance with the disclosures and the Terms of Service that he agreed to during his initial subscription purchase. A copy of Mr. ******* Classmates membership record is attached for your review.  
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm that Mr. ****** has been removed from the automatic renewal program and that his paid membership subscription will lapse on September 10, 2026 and will then revert to a free membership. Mr. ****** will not be charged any additional subscription fees unless he proactively extends his current paid membership subscription term or purchases a paid membership subscription in the future.
  
  This information should resolve Mr. ******* consumer complaint.If Mr. ****** or the BBB have any questions or need additional information,please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

• Initial Complaint

  Date:09/30/2024

  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 would like to remove my data from their databases (as is my right) but am unable to do so without signing a class action waiver/forced arbitration clause per their terms of use.

  Business Response

  Date: 10/07/2024

  Complaint number: 22359282
  Consumer name: Richard Gorzel
  
  We are in receipt of the Better Business Bureau Complaint filed by
  Mr. Gorzel. It appears that Mr. Gorzel’s consumer complaint is related to
  Classmates.com’s sister public records people search companies owned by our
  parent company, PeopleConnect, Inc. (“PeopleConnect”). However, I can provide some
  general guidance to help assist him.  
  
  Individuals can request the removal of their public data from appearing in
  background reports on the people search sites owned and operated by
  PeopleConnect at https://suppression.peopleconnect.us/login.
  Opting to remove their public data from one people search site operated or
  affiliated by PeopleConnect, will remove the data from appearing in background
  reports on all of the public record people search sites operated by
  PeopleConnect. As typical of almost any website, use of a website to conduct
  any action, generally requires the user to accept that website’s Terms of Use.
  As is the case for PeopleConnect’s suppression tool.    
  
  However, if Mr. Gorzel wishes to opt-out of the arbitration and
  class action waiver found in the PeopleConnect’s Terms of Use (https://peopleconnect.us/terms-of-use/), Mr.
  Gorzel can follow the instructions found under the Arbitration Opt-Out section
  located under Section 6. Arbitration, which states:
  
  “Agreeing to this arbitration is not a mandatory condition of your contractual
  relationship with the Company. If you do not want to be subject to this
  arbitration provision, you may opt out. To do so send written notice of your
  decision to opt out to the address in Section 24. The opt-out notice must state
  that you do not agree to this agreement to arbitrate and must include your
  name, address, phone number and email address(es) provided when using the
  Website, the related Services and Materials, as well as the name, address,
  phone number and email address(es) of any person for whom you are opting out as
  their agent. You and any persons for whom you are opting out as an agent on
  their behalf must sign the opt-out notice for it be effective.
  
  The required opt out must be sent within thirty (30) days of your
  first use of either the Website, the related Services and Materials, including
  the Suppression Tool, or if you are already a user of the Website, the related
  Services and Materials, including the Suppression Tool upon initial posting of
  this arbitration provision, within thirty (30) days of the posting of this
  arbitration provision. Any opt-out not received within the applicable thirty
  (30) day period set forth above will not be valid. For existing users bound by
  a prior arbitration provision with the Company for which they did not opt out,
  any opt out exercised within thirty (30) days of the posting of this
  arbitration provision, shall only apply to this arbitration provision. Your
  existing arbitration provision with the Company will remain in full force and
  effect. Moreover, neither your acceptance of this Agreement nor your decision
  to opt out of this arbitration provision will affect any obligation you have to
  arbitrate disputes not specified in this arbitration provision pursuant to any
  other agreement you have with the Company.
  
  If you opt-out of the agreement to arbitrate, you and the Company
  agree that any Claims will be resolved by a state or federal court located in
  San Diego County, California, and you consent to the jurisdiction and venue of
  such court. Further, if you opt out of the agreement to arbitrate, you will
  remain bound by the Separate Class Action Waiver set forth below.”
  
  The address Mr. Gorzel can send his arbitration opt-out to is:
  
  PeopleConnect
  Attn: Arbitration Opt Outs
  3111 Camino Del Rio N, Suite 400
  San Diego, CA, 92108
  
  Once Mr. Gorzel has sent his arbitration opt-out, he can request
  the removal of his public data from the people search sites owned and operated
  by PeopleConnect at https://suppression.peopleconnect.us/login.
  
  If Mr. Gorzel wishes to delete a Classmates.com membership, he
  will need to provide me
  with the information below to help assist me in locating his
  Classmates account:
  
  -An email address used to complete his registration on the
  Classmates.com website
  -The registration number of Mr. Gorzel’s Classmates account;
  and/or
  -The last 4 digits of his payment information if Mr. Gorzel has a
  paid membership subscription. 
  
  Mr. Gorzel can provide the information related to a deletion of a
  Classmates membership directly to me at [email protected] or he
  can provide the information through the BBB’s dispute resolution portal.
  
  For additional information related to his request to remove his
  public record data from people search sites operated by PeopleConnect, he will
  need to contact a customer service representative at one of the people search
  sites, such as [email protected], for
  assistance.
  
  Sincerely,
  
  Tara Buck
  Associate Director, Compliance & IP
  www.classmates.com
  

  Customer Answer

  Date: 10/07/2024

   
  
  Complaint: 22359282
  
  
  
  I am rejecting this response because:

  Requiring physical mail to be sent in order to opt out of something is ridiculous in the year of our Lord 2024; especially since it is something I never signed up for, nor consented to.

  Stalking is illegal. I do not have to jump through hoops to tell a stalker to stop stalking me just to avoid waiving the right to sue them for stalking me.
  

  Data aggregators that collect personal data should be held to the same standard.

  This complaint will not be resolved unless you and/or your parent company agree to one of the two resolutions I offered.

  The complaint is not just with the arbitratrion clause, it's with the entire process.

  Your usage of the phrase 'to opt out of appearing in background checks' is also concerning. I do not want to be *hidden*; I want you to *delete* all data associated to me and never collect, distribute, nor store my information at any time into the future.

  I do not consent to data storage nor aggregation unless I have responded to certified physical mail which requests permission to do so in clear language.
  

  A third option for resolution is providing an api to remove data associated to a person with terms of use governed *only* by relevant cybersecurity legislature.
  

  
  
  Looking forward to a resolution,
  
  
  
  Richard Gorzel

• Initial Complaint

  Date:09/25/2024

  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 25 September 2024, ************* debited $60 from my checking account without asking me. I immediately contacted them and they refused to refund it. I request your assistance in retrieving my $60 refund because I no longer require their service and I don't appreciate being bullied into accepting their service and getting no refund. It is difficult to get in touch with them because they have no address or phone number on their site.If my subsciripton was suppose to renew today and they automatically debited the funds, I am telling them I do not want it to renew and I want my money returned immediately,

  Business Response

  Date: 10/01/2024

  Complaint
  #: 22338370
  Consumer:
  Abner Smith
  
  We
  are in receipt of the complaint filed by Mr. Smith 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. Smith of the Automatic
  Renewal Program.
  
  Mr.
  Smith purchased an introductory 50% discounted 1-year automatically renewing
  paid membership subscription on September 25, 2023 in the amount of $30.00. On
  the payment information page of the paid membership purchase process, prior to completing
  his purchase, Mr. Smith was specifically 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 payment
  method would be charged $60.00 for each renewal, and that he could visit the
  “Account” portion of the website to change his renewal settings at any time. Mr.
  Smith 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 discounted 1-year
  membership purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the
  "Paid Services" portion of the Terms of Service at the time Mr. Smith
  made his purchased states:
  "Upon your acceptance of an offer for the
  purchase of any subscription-based Paid Services, you will be enrolled in our
  automatic renewal program to help ensure that there is no interruption in your
  access to such Paid Services. Under this program, you authorize us to
  automatically renew your subscription at the end of the term of the
  subscription you purchased, and each subsequent term, for the same term length
  of the subscription you initially purchased (unless otherwise stated in the
  offer you accepted). Unless you change your renewal status as described below,
  at the time of each such renewal you authorize us to charge your designated
  Payment Method at the then-current, non-promotional price (unless otherwise stated
  in the offer you accepted) for the renewal of your subscription. If you no
  longer want to be enrolled in our automatic renewal program, you can change
  your renewal status at any time by logging onto the Account portion of the
  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 "Paid
  Services" portion of the Terms of Service states:  
  
  “All fees relating to Paid Services, 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 Paid
  Services 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 Paid
  Services reinstated.”
  
  Shortly
  thereafter, Mr. Smith would have received a paid subscription confirmation
  email sent to the email address associated with his account. This email
  contained Mr. Smith's membership registration number, the amount Mr. Smith paid
  for his paid membership, his renewal date, a reminder that no portion of any of
  his subscription fees were refundable and that his paid subscription would
  renew unless he chose to cancel by visiting the “Account” portion of the
  website prior to his renewal date.
  
  The
  "Account" section is accessible from nearly every page of the
  Classmates website and is located under the “My Classmates®” drop down
  navigation menu in the top right portion of the website. Underneath the “Account”
  heading, they will see an "Account & Billing" link. Once the
  member clicks on the link and 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 reminder to Mr. Smith
  on August 16, 2024 to the email address associated with his account, which is the
  same email address as listed in his complaint.
  
  This
  reminder email provided information that Mr. Smith’s 1-year membership would
  automatically renew on September 25, 2024 in the amount of $60.00 unless he
  changed his renewal status prior to its renewal date and instructions on how to
  cancel his paid membership online. The email included a phone number to call
  Classmates as well as a link to email the Classmates Member Care Department if
  he needed assistance in cancelling his paid membership. A representative copy
  of this email reminder as well as the email send history from Classmates’ email
  systems to Mr. Smith is attached for your review.
  
  According
  to our records, Mr. Smith did not opt out of the automatic renewal program and,
  as a result, his membership was renewed for an additional term and his payment
  method was charged $60.00 on September 25, 2024, in accordance with the
  disclosures and the Terms of Service that he agreed to during his 2023
  purchase.
  
  Per
  the Terms of Service, Classmates has a no refund policy. However, since Mr.
  Smith indicated in his complaint that he lives in a city recently hit by Hurricane
  Helene, I have provided him a one-time courtesy refund in the amount of $60.00.
  Mr. Smith should note this refund within the next 30 to 60 days (or sooner if
  he banks online) depending on his financial institution’s billing cycle and internal
  refund policies. Mr. Smith’s Classmates membership has reverted to a free membership,
  and he won’t be billed any further subscription fees unless he purchases another
  paid membership in the future.
  
  This
  information should successfully resolve Mr. Smith's complaint. Should your
  office or Mr. Smith have any questions or need additional information, please
  feel free to contact me at [email protected].
  
  Sincerely,
  
  Tara
  Buck
  Associate
  Director, Compliance & IP
  www.classmates.com
  

• Initial Complaint

  Date:09/23/2024

  Type:Customer Service 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.

  Trying to unsubscribe an old email and they make it impossible to delete them. Even their homepage to remove yourself contains multiple links to spoof and spam.

  Business Response

  Date: 09/24/2024

  Complaint number: 22323115
  Consumer name: ****** *****
  
  We are in receipt of the consumer 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.
  
  Members can find instructions on how to delete their Classmates Membership on the first page of the Classmates Help Section, which is accessible from nearly every page of the Classmates website via the link in the persistent footer titled ********************** Additional links to contact *********** in connection with how to cancel a free membership can also be found in the Terms of Service.
  
  Per Mr. ****** request, I have deleted his free Classmates membership and removed his information from the Classmates website. Mr. ***** may continue to receive residual emails from Classmates over the next 10 days.Residual emails are emails that are already queued to be delivered to our members in our email delivery system. Mr. ***** should feel free to disregard these emails. 
  
  While we are sorry to see Mr. ***** go, we appreciate the time he spent as a Classmates member.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:09/21/2024

  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.

  classmates.com is a SCAM. They email you that someone wants to contact you and you have to pay to find out who wanted to get in touch with you, BUT. No one wants to get in touch with you. They have a 5-page-on-line contract and hides somewhere; they will not return your money. Classmates is a waste of money. It is worthless and connects you to people who never even went to the same school with you.

  Business Response

  Date: 10/02/2024

  Complaint number: 22319339
  Consumer name: ****** *********
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. **********
  
  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 other Classmates members profiles, class lists, reunion information and yearbooks. A Classmates+ membership subscription 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 member, even if they are not a paid member, can review and respond to. Since any member can visit another member of the Classmates website, Classmates does not guarantee that an individual may know the person who has sent them a private message or visited their profile.
  
  According to our records, Ms. ********* registered and created a free Classmates membership on December 13, 2009. On September 13, 2024, Ms.********* upgraded her free membership and purchased an introductory 1-year automatically renewing membership subscription 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 discounted 1-year membership subscription purchase page is attached for your review.
  
  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 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 fees were refundable.
  
  According to our records, Ms. ********* has utilized her paid membership benefits since her purchase date. Additionally, per the Terms of Service, which Ms. ********* agreed to when she completed her purchase,Classmates has a no refund policy. Ms. ********* has already successfully changed her renewal settings to manual and her paid membership will therefore lapse on September 13, 2025 and will then revert to a free basic membership. If she would like to remove her free membership at that time, she can use the following link to delete her account: ********************************************************
  
  If she would prefer, I can delete Ms. ********** Classmates membership on her behalf now, however, she will forfeit her paid membership benefits as well as her paid membership subscription fee. If Ms. ********* would prefer to take this action, she can either email me directly at ****************************************** or through the BBBs dispute resolution center portal.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22319339
  
  I am rejecting this response because:

   

  I did NOT sign uo for a reoccurring, auto pay. I distinctly remember seeing this offer and I declined. 

  Keep your $30.00. DO NOT DARE CHARGE ME ANOTHER ***** next year.

  Delete my subscription.

  I WANT NOTHING TO DO WITH LIARS AND SCAMMERS. THERE ARE WAY TOO MANY OF YOU. 

  What goes around comes around. Your turn will come around when you are scammed lotsa money in the future.

   

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

  Business Response

  Date: 10/22/2024

  We are in receipt of Ms. ********** rebuttal response. I can delete Ms. ********** paid Classmates membership subscription and remove her from the Classmates website, however, Ms. ********* will forfeit the remainder of her paid membership subscription fee and access to her paid membership benefits.
  
  If Ms. ********* would like me to delete her Classmates account, we request that she acknowledge the fee and benefit forfeiture by responding affirmatively either through the BBBs dispute resolution portal or by email to *******************************************
  
  Sincerely,
  
  **** ****
  Associate Directory,Compliance & IP
  ******************************

  Customer Answer

  Date: 10/31/2024

   
  Complaint: 22319339
  
  I am rejecting this response because:

   

  CLASSMATES is a total SCAM.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:09/19/2024

  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 was automatically billed $60 for a yearly renewal on 9/18/24. As soon as I saw the charge on my checking account on 9/19/24, I called them. I told them that I never received an email warning me that the renewal was coming up because if I did, I would've canceled it. The woman told me that an email went out. I again stated that I never received the email. She basically said there was nothing she could do because they always send out an email. I told her that I would be reporting them to the BBB. I don't want this, I don't benefit in any way from being a member of Classmates.com and would never renew it.

  Business Response

  Date: 10/01/2024

  Complaint #: 22308503
  Consumer:***** M. ********
  
  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 September 17, 2023 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 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. ********* 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 email receipt 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 reminder to Ms. ******** on August 8, 2024 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 September 17, 2024 in the amount of $60.00 unless she changed her renewal status prior to its 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 email 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 in accordance with the disclosures and the Terms of Service that she agreed to during her 2023 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm 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 September 17, 2025, 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.
  
  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 [email protected].
  
  Sincerely,
  
  **** *******
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22308503
  
  I am rejecting this response because:  I never received an email notification in August, 2024 that my subscription would be renewed, even though they are showing that they did send one.  After this happened to me, I decided to look at reviews online from others that the same thing happened to.  Many, many people stated the same thing, that they never received the notification email about the upcoming charge to renew the subscription.  I am no techy and I can't explain why I never received it, but that is the fact!  I am out of the $60 apparently, and there doesn't seem to be a thing I can do about it.  Classmates doesn't care what their customers think or if they continue to use their service.  I will make sure that I put reviews up online to tell of my experience with them, including notifying the BBB and not getting satisfaction.  You've got a good thing going, Classmates!  I hope you are happy receiving money from people that don't want to give it to you, but due to your small print warning, you are technically able to s**** us out of renewal monies.  Shame on you!
  
  Sincerely,
  
  ***** M ********

• Initial Complaint

  Date:09/13/2024

  Type:Delivery 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 a charge on my Amazon card for $60.00 from PCH Classmates. In calling ****** to have the charge removed I was told I had to contact Classmates myself. Finally reached them to hear that they said I placed an order for this in 2023. I have no idea where they got my information.I never heard of this place ,never contacted them, and when I explained this, they refused to give me a credit.

  Business Response

  Date: 09/17/2024

  Complaint # ********
  Consumer:******* ******
  
  We are in receipt of the complaint filed by Ms. ****** regarding her Classmates+ paid membership subscription.
  
  According to our records, Ms. ****** registered and created a free membership on the Classmates website on October 22, 2015 using a ************** email **********. Coplon has extensively used the Classmates website and has had multiple paid membership subscriptions since she created her Classmates account. Ms. ****** last accessed the Classmates website on September 17, 2024.
  
  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. A copy of her membership record is attached for your review.
  
  Ms.****** purchased her most recent paid membership subscription, an introductory 50% discounted 1-year automatically renewing paid membership subscription, on September 11, 2023 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 introductory priced 1-year 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. ******** 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 and that no portion of any of her paid membership 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 reminder to Ms. ****** on August 2, 2024 to the email address associated with her account.
  
  This reminder email provided information that Ms. ******* 1-year membership would automatically renew on September 11, 2024 unless she changed her renewal status prior to its renewal date and instructions on how to cancel her paid membership online and included a phone number to call Classmates as well as a link to email the Classmates ********************** if she needed assistance in cancelling her paid membership. A representative copy of the email 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 September 11, 2024 in accordance with the disclosures and the Terms of Service that she agreed to during her 2023 purchase.
  
  Additionally,her membership record indicates that Ms. ****** is aware of the automatic renewal program from her previous three paid membership subscription purchases.Two of these paid membership subscriptions purchases automatically renewed.  
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm 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 September 11, 2025, 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.
  
  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 [email protected].
  
  Sincerely,
  
  **** *******
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:09/12/2024

  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.

  This organization, Classmates.com, is very manipulative. They put my membership on automatic renewal and charged me through ******. I did not consciously request automatic renewal. Then they send emails nearly every day saying someone has visited my site and wear people down until they don't open the emails or send them to spam. I tried to cancel but they make the process complicated, depending on the fact that retirees who use the site will not be very tech savvy. I called them several times and even talked to a supervisor. This renewal just processed today and they say I'm too late to cancel since the payment was already received through ******. They say that they reminded me though one of their endless emails. Perhaps this is true, but the whole process is very predatory and manipulative.

  Business Response

  Date: 09/17/2024

  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 September 12, 2023 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). As a resident of **********, Ms. ****** was required to check a box next to this disclosure before she could complete her purchase. A representative copy of the standard 1-year membership purchase page for 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 unless she chose to cancel by visiting the Accountportion of the website prior to her renewal date and that no portion of any of her paid membership fees were refundable. A representative copy of the email receipt 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 reminder to Ms. ***** on August 3, 2024 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 September 12, 2024, in the amount of $60.00 unless she changed her renewal status prior to its renewal date as well as 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 her renewal. A representative copy of this email 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 in accordance with the disclosures and the Terms of Service that she agreed to during her 2023 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm 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 September 12, 2025, 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.
  
  Additionally,if Ms. ***** would like to lessen the amount of email she receives from Classmates, she can view the following from the Classmates *********** that provides information on how to subscribe or unsubscribe from optional emails: ******************************************************************************************************************************** alternatively, she can unsubscribe from any elective email subscriptions by clicking on the unsubscribe link in each of the optional emails she receives from *************************. ***** she note that as part of her Classmates membership, she is still required to receive transactional customary business emails from Classmates.These types of communications include receipt emails, automatic renewal reminder emails and other emails that contain important information about her Classmates account.
  
  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
  ******************************
  

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22277971
  
  I am rejecting this response because:

  As this company is well aware, if you send out a tidal wave of messages and attach lengthy fine print to a charge, very few if any people will read it. Others on this site have responded to my complaint posted on the classmates site to say that they have had the same experience. Manipulative money-making ventures like this one should be against the law, particularly when they target the non-tech-savvy elderly. Of course the company has covered their tracks, as their response illustrates. This is what wearing people down with fine print and constant emails will do. It looks like there's nothing I can do about this charge. Even though I responded the very day the subscription renewed and the charge showed up on my records, they refuse to issue a refund for a year subscription I do not want and will not use. ***** on this company for its mode of operation. 
  
  Sincerely,
  
  ******* *****