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:09/12/2024

  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.

  Every year I attempt to turn off the automatic renewal and every year it automatically renews. If I attempt to turn off the auto renewal or cancel my account a virus notice appears stating my computer has been locked and I need to call a number for a ****** to unlock my computer. I called the representative at Classmates the day the charge was to go through ( September 10, 2024 and let them know I no longer want the service. I was told the same thing as last year, they would disable auto renewal and they would not stop the $60.00 charge even though it was still in process.

  Business Response

  Date: 09/17/2024

  Complaint #: 22276672
  Consumer:********* *******
  
  We are in receipt of the 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.
  
  ********** purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on September 10, 2023 in the amount of $30.00. 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 $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. ******* 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 *************** portion of the Terms of Service at the time Mr. ******* made his purchased 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. ********* membership registration number, the amount Mr. ******* 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 Accountheading, 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. ******* on August 1, 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. ******** 1-year membership would automatically renew on September 10, 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 ********************** 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. ******* is attached for your review.
  
  According to our records, Mr. ******* 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 10, 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. Additionally, ********** has utilized is paid membership benefits on September 12, 2024.However, I can confirm Mr. ******* has been removed from the automatic renewal program and his paid membership subscription has been placed in manual renewal.His paid membership subscription will therefore lapse on September 10, 2025 and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to his payment method unless he proactively extends his current paid membership term, or he purchases a paid membership subscription in the future.
  
  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 [email protected].
  
  Sincerely,
  
  **** *******
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:09/12/2024

  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 September 12, 2024, At 3:18 a.m. I received notification from my bank that Classmates.com received a $96 payment. I immediately logged into my Classmates.com account. I did not remove auto renewal. I removed. I contacted Classmates.com immediately by email and received a response regarding their no refund policy. I called Classmates.com and explained, 1) first the $96 rate is too expensive for a service rarely use; 2) I hadn't turned off the auto renewal; 3) my previous rate was $36; 4) it had only been a few hours since renewal, 5) could someone help with resolution. The ***resentative told me their no refund policy. I asked to speak to a supervisor, none available. The *** said someone from that department would contact me. I attempted to give *** my phone number. *** said no, contact would be by email. After ending that call. I checked my emails to see if I received any notification of the $96 renewal. I found an August 3, 2024 email in my spam. The subject was not Renewal Notice, but was Membership Anniversary. The email started off saying I would get $10 off on a year book. I didn't open this email til September 12, 2024. If I would have opened on receipt, I would not have been interested in a year book and would have had to scroll down to see the renewal notice of $96. No way would I renew at that rate for a membership I rarely use. I request the following:1) Full refund as a result of Classmates.com deceptive notification payment of $96 due September 12, 2024 2) Classmates.com strongly consider including "Auto Renewal" in their subject line 3) If Classmates.com refuses full refund, at least charge the previous amount of $36 for 2 year membership and refund the difference Note to Consumers, consider disabling auto renewal and be ware deception of Classmates.com renewal notification process of increased rate. Some of us elderly members can't afford such increases. I'm considering permanently closing account after resolution.Thank you.

  Business Response

  Date: 09/18/2024

  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 her most recent paid membership subscription, an introductory 50% discounted 2-year automatically renewing paid membership subscription, on September 12, 2022 in the amount of $48.00. 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 $96.00 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 select a checkbox next to this disclosure before she could complete her purchase.A representative copy of the introductory priced 2-year membership subscription 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.
  
  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.
  
  This reminder email provided information that Ms. ******* 2-year membership would automatically renew on September 12, 2024 unless she changed her renewal status prior to her 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 prior to her renewal date. The subject line for this email was Your Classmates.com Membership Anniversary - New Term. A representative copy of this email reminder and the email send history from Classmates email systems to Ms. ****** is attached for your review.
  
  According to our records, and acknowledged by Ms. ****** in her complaint, she 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 $96.00 on September 12, 2024 in accordance with the disclosures and the Terms of Service that she agreed to during her 2022 purchase.
  
  Additionally,her membership record indicates that Ms. ****** is aware of the automatic renewal program from her previous eight paid membership subscription purchases.Three of these paid membership subscriptions automatically renewed for at least one term or more. Additionally, our records indicate that Ms. ****** received a one-time only courtesy refund on her last 2-year Classmates+ membership subscription renewal in the amount of $72.00 on January 8, 2020. A copy of her membership record is attached for your review.    
  
  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, 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.
  
  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: 10/01/2024

   
  Complaint: 22276238
  
  I am rejecting this response because:  I believe this company's  notification method for renewal is misleading.  Happy Anniversary!  The renewal notice was not immediately visible unless I scrolled down. Renewal Notice should have been in the subject.  I receive numbers emails from Classmates.com that have no interest or benefit to me.  I won't be surprised if others have been in my situation.  I believe Classmates.com's notification method is unethical and a way of holding onto customers.  Especially, us elderly customers.  **********************'s renewal rate was doubled, is high and does not compensate for services  provided.  I did not intend to renew.   I changed the auto renewal within hours of the renewal date.  I called and asked to discuss with appropriate department for resolution and requested a call back.  No one called.    I just received a email discussing their no refund policy.  I realize Classmates.com are most likely within the law and definitely are not interested in resolution or they would have called me prior to this complaint.  If nothing else, I want this noted on Classmates.com's record for others to see.    I intend to discontinue my account with ********************** regardless of the $96 that was charged to my credit card.   

  Thank you very much for your quick action related to my complaint.

• Initial Complaint

  Date:09/08/2024

  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.

  Please stop trying take money out of my credit card!!! Everyday you're trying to take $96 out of my account please stop!

  Business Response

  Date: 09/17/2024

  Complaint # ********
  Consumer name: **** *********
  
  We are in receipt of the consumer complaint filed by Mr. ********* 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. ********* of the Automatic Renewal Program.
  
  Mr. ********* purchased an introductory 50% discounted 2-year automatically renewing paid membership on August 15, 2022 in the amount of $48.00. 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 the standard full term price of $96.00 for each renewal period, and that he could visit the Account portion of the website to change his renewal status at any time. Mr. ********* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 50% discounted 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 after Mr. ********* completed his subscription purchase,he would have received a paid subscription confirmation email sent to the email address associated with his account, which is the same email address associated with his consumer complaint. This email contained Mr. ********** membership registration number, the amount Mr. ********* paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Account portion of the website prior to his renewal date and that no portion of any subscription fee was refundable.
  
  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.
  
  Classmates sends all members in a paid membership subscription term one year or longer an Automatic Renewal Reminder (AR30). Classmates sent Mr. ********* this renewal reminder on July 6, 2024 to the email address associated with his account, which is the same email address Mr. ********* listed in his complaint.
  
  This reminder email provided information that Mr. ********** 2-year paid membership subscription would automatically renew on August 15, 2024 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 status. The renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with cancelling his renewal. A representative copy of this 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 the Classmates ********************** prior to his renewal date. As a result, Classmates attempted to renew his paid subscription in the amount of $96.00 on August 15, 2024, however his payment method was declined. Classmates subsequently attempted to re-try Mr. ********** payment method as authorized by Mr. ********* when he agreed to the Terms of Service.
  
  Authorization to re-try members payment methods is provided in the Payment section located under the *************** portion of the Terms of Service:
  
  Prices for all ************* are in U.S. dollars and exclude any and all applicable taxes, unless expressly stated otherwise. To the extent permissible under law,you are responsible for any applicable taxes, whether or not they are listed on your receipt or statement. All applicable taxes are calculated based on the billing information you provide us at the time of purchase. If you purchase ************** you agree to pay, using a valid credit or debit card or other form of payment that we may accept from time to time (Payment Method), the applicable fees and taxes (if any) set forth in the offer that you accepted. We reserve the right, upon prior notice to you, to change the amount of any fees and to institute new fees, effective at the end of your current subscription period. 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.
  
  Per Mr. ********** request, I have removed him from the payment re-try process and his Classmates paid membership has reverted to a free membership.
  
  This information should resolve Mr. ********** consumer complaint.If your office or Mr. ********* have any additional questions, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** *******
  Associate Director, Compliance & IP
  ******************************

• Initial Complaint

  Date:09/06/2024

  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.

  Did not reopen my account yet was charged$30 as if I did.

  Business Response

  Date: 09/13/2024

  Complaint number: 22250752
  Consumer name: **** ******
  
  We are in receipt of the consumer complaint filed by Mr. *******
  
  According to our records, Mr. ****** hasnt had a paid membership associated with his Classmates account since 2021 and his Classmates membership is current a free account. A copy of his membership record is attached for your review.
  
  However, while researching Mr. ******* complaint, I discovered that another member of Mr. ******* household recently purchased a paid membership subscription. Due to our Privacy Policy, I am unable to share any additional information regarding this account with Mr. *******
  
  This information should successfully resolve Mr. ******* consumer complaint. If Mr. ****** or the BBB have additional questions or concerns,please feel free to email me directly at *******************************************
  
  Sincerely,
  
  **** *******
  Associate Director, Compliance & IP
  ******************************
  
  

  Business Response

  Date: 09/13/2024

  Complaint number: 22250752
  Consumer name: **** ******
  
  We are in receipt of the consumer complaint filed by Mr. *******
  
  According to our records, Mr. ****** hasnt had a paid membership associated with his Classmates account since 2021 and his Classmates membership is current a free account. A copy of his membership record is attached for your review.
  
  However, while researching Mr. ******* complaint, I discovered that another member of Mr. ******* household recently purchased a paid membership subscription. Due to our Privacy Policy, I am unable to share any additional information regarding this account with Mr. *******
  
  This information should successfully resolve Mr. ******* consumer complaint. If Mr. ****** or the BBB have additional questions or concerns,please feel free to email me directly at *******************************************
  
  Sincerely,
  
  **** *******
  Associate Director, Compliance & IP
  ******************************
  
  

• Initial Complaint

  Date:09/05/2024

  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.

  Classmates has tried to charge my bank account after I have done everything they said I must to clear my life of them. When I brought up my information form says no charges or cards on file. And then they charge again on a closed card.If I hit the order button on page my old card magically appears.I want it to stop.

  Business Response

  Date: 09/06/2024

  Complaint # ********
  Consumer name: *********** *****
  
  We are in receipt of the consumer complaint filed by Mr. ***** in connection with his Classmates+ paid membership subscription.
  
  According to our records, Mr. ***** had two Classmates Memberships:
  
  Registration No. ************* was created and deleted on September 5, 2024.
  
  Registration No. ********* was created on October 16, 2001. This account has had several paid membership subscriptions associated with it since its creation. The most recent subscription purchase was a 3-month automatically renewing paid membership which Mr. ***** purchased on May 21, 2024. This paid membership subscription is the subject of the complaint
  
  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.
  
  As noted above, Mr. ***** purchased an introductory 58% discounted 3-month automatically renewing paid membership on May 21, 2024 in the amount of $9.00. 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 the standard full term price of $21.60 for each renewal period, and that he could visit the Account portion of the website to change his renewal status at any time. Mr. ***** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). Additionally, as a resident of **********, Mr. ***** was required to check a box next to the renewal disclosure before he could complete his purchase. A representative copy of the 58% discounted 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.
  
  Authorization to re-try members payment methods is provided in the Payment section located under the *************** portion of the Terms of Service:
  
  Prices for all ************* are in U.S. dollars and exclude any and all applicable taxes, unless expressly stated otherwise. To the extent permissible under law,you are responsible for any applicable taxes, whether or not they are listed on your receipt or statement. All applicable taxes are calculated based on the billing information you provide us at the time of purchase. If you purchase ************** you agree to pay, using a valid credit or debit card or other form of payment that we may accept from time to time (Payment Method), the applicable fees and taxes (if any) set forth in the offer that you accepted. We reserve the right, upon prior notice to you, to change the amount of any fees and to institute new fees, effective at the end of your current subscription period. 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 after Mr. ***** completed his subscription purchase, he would have received a paid subscription confirmation email sent to the email address associated with his account, which is the same email address associated with his consumer complaint. This email contained Mr. ****** membership registration number, the amount Mr. ***** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Account portion of the website prior to his renewal date and that no portion of any subscription fee was refundable.
  
  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.
  
  According to our records, Mr. ***** did not opt out of the automatic renewal program or contact the Classmates ********************** prior to his renewal date. As a result, Classmates attempted to renew his paid subscription in the amount of $21.60 on August 21, 2024, however
  his payment method was declined.
  
  As outlined in the above Payment section of the Terms of Service,Classmates then attempted to re-try his payment method. Mr. ***** subsequently deleted this Classmates account on August 21, 2024. Unless Mr. ***** deleted his credit card on file, he would have seen the payment information pre-populate on any purchase pages he landed on. Mr. ***** would have been able to access these upgrade purchase pages since his account would have reverted to a free account until ********************** was successfully able to process his renewal fees. However, once Mr. ***** deleted this account, he would not have been able to access the account at any time after the deletion date.
  
  Mr. ***** subsequently created a free Classmates membership on September 5, 2024. This account did not have any payment information associated with it and he would not have seen any pre-populated payment information on any membership upgrade pages. Mr. ***** deleted this account on September 5, 2024.
  
  Both of Mr. ****** Classmates memberships have been deleted. ******** may continue to receive residual email from Classmates for up to 10 days after his September 5, 2024 deletion date. Residual emails are emails that are already scheduled to be delivered to our members in our email delivery system.He should feel free to disregard these emails.
  
  This information should resolve Mr. ****** consumer complaint. If your office or Mr. ***** have any additional questions, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** *******
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:09/01/2024

  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.

  There are pictures of me online without my consent or knowledge on their website. Its for ************************ in **************, *********. Yearbook 2010. I was a minor and did not consent to have pictures or my information posted online. I am formally requesting for this to be taken down.

  Business Response

  Date: 09/04/2024

  Complaint number: 22226996
  Complainant: *************************
  
  We are in receipt of the consumer complaint filed by ******************.
  
  Classmates is an alumni social networking 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 allowed to view profiles and photos of any other Classmates member as well as reunion information and peruse all yearbooks available on the Classmates website. 
  
  Classmates has over ******* yearbooks posted on its website for members to view. Classmates acquires these yearbooks directly from schools, school districts, Classmates members and other sources. Donors must affirm that they are the rightful owner of the yearbook with the right to provide it to Classmates. Classmates only posts yearbooks on its website that are considered to be in the public domain or for which Classmates use constitutes "fair use" under existing copyright laws. 
  
  Classmates takes great care to post only those yearbooks where the individuals who appear in the books are now adults. To that end, Classmates currently only accepts books from high schools that are from 2019 or older, middle school/junior high school from 2015 or older and elementary/primary schools that are from 2008 or older as noted on the yearbook submission page on the Classmates website which can be found at *********************************************************************.
  
  Per ****************** request, we have removed the 2007, 2008, 2009 and 2010 ************************ yearbooks that ****************** appears in from the Classmates.com website on September 3, 2024. Classmates will remove his name and images and then repost the books on the website once the edits have been complete.
  
  This information should resolve ***************** complaint. If ****************** or the BBB have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com 

• Initial Complaint

  Date:08/29/2024

  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.

  A couple of years ago when I was on our HS reunion committee, I subscribed to Classmates.com. After the reunion, I thought I had cancelled the service as I was no longer in need of it. I did keep getting spam emails from them. On 8/27/24 I saw that Classmates.com charged my credit card for the amount of $96.00. I was surprised so I contacted them on 8/28/24 to tell them that I did not want this service. They told me that I was on automatic renewal and that they had sent me an email about a month ago telling me of an upcoming charge. I checked my folders and found no such email. They said that they would not refund the charge even though I was calling them one day after I saw the unwanted charge posted to my credit card. They said that I had to keep the service for two more years.I would like a refund for a charge that I don't want and feel that I notified them in a timely manner-- within one day of noticing the charge on my credit card.The automatic renewal, the lack of an email, and the refusal to reverse the charge within one day of the posting feels like a business scam.

  Business Response

  Date: 09/04/2024

  Complaint number: 22214338
  Consumer name: *********************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** 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 **************** of the Automatic Renewal Program.
  
  **************** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $36.00 on August 27, 2018. On the payment information page of the paid membership purchase process, prior to completing his purchase, **************** 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 $72.00 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).
  
  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, **************** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained ****************** registration number, the amount he paid for his subscription membership, the renewal date, and a reminder that his paid subscription would renew unless **************** 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 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). Classmates sent **************** these automatic renewal reminders on July 18, 2020, July 18, 2022 and July 18, 2024. A copy of the email send history from our email systems to **************** is attached for your review.
  
  In addition to renewal information, the July 18, 2022 email reminder included information that the price of a 2-year paid membership subscription was increasing from $72.00 to $96.00 on ****************** next renewal date.  
  
  The July 18, 2024 renewal reminder email provided information that ****************** 2-year paid membership subscription would automatically renew on August 27, 2024 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. A representative copy of this email reminder is attached for your review.
  
  According to our records, **************** did not opt out of the automatic renewal program or contact Classmates prior to his renewal dates and,as a result, his membership was renewed for additional terms and his payment method was charged $72.00 on August 27, 2020, $96.00 on August 27, 2022 and $96.00 on August 27, 2024 in accordance with the disclosures and the Terms of Service that he agreed to during his 2018 purchase.
  
  On August 29, 2024, **************** contacted Classmates via phone to request a refund. The *********** Representative removed **************** from the automatic renewal program and explained to him the no refund policy that he had agreed to when he purchased his paid membership subscription.
  
  On or about September 3, 2024, Classmates was notified that **************** filed a chargeback dispute with his financial institution. As part of the chargeback process, ****************** 2024 subscription fees were returned to his financial institution until they determine the merits of ****************** dispute.This matter is still pending with *****
  This information should resolve ****************** complaint. Should your office or **************** have any questions or need additional information,please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 09/26/2024

   

  This case has not been resolved satisfactorily and it is still open with VISA.

   

  Classmates.com has given misinformation in its response. My original communication to you was as accurate as I am able to produce about the situation. The Classmates.com response did not address my concerns truthfully. I still want to proceed with the complaint process. I certainly want others to know of Classmates.coms deceptive practices, as you can see on your own site as to other complaints.

   

  Dont let them get away with this by allowing them to have posted that I am satisfied with the businesss response.

   

  **** ******

• Initial Complaint

  Date:08/28/2024

  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.

  My credit card company sent me a bill with a charge of $96.00 paid to Classmates.com for automatic renewal. I may have renewed in the past but did not wish to renew again and could not be notified because ****** cancelled my long-standing email account which would have been my contact from Classmates.com After they renew, they claim "No refunds." It seems to me that companies cannot charge for services that are no longer being rendered and the least they could do is prorate the fee and refund something. This, they refused to do. Disgraceful. Nobody should do business with Classmates.com

  Business Response

  Date: 09/04/2024

  Complaint number: 22210380
  Consumer name: **** ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** in connection with his paid Classmates+ membership subscription.  
  
  According to our records, Mr. ****** registered and created a free Classmates membership on September 12, 2018. On February 2, 2019, Mr. ****** upgraded his free membership and purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription. This paid membership automatically renewed on February 2, 2020. On February 6, 2020, Mr. ****** received a one-time courtesy refund of his 2020 paid membership subscription fees and his paid membership reverted to a free account. Mr. ****** purchased a second paid membership subscription, an introductory 50% discounted 2-year automatically renewing paid membership, on June 8, 2020. This paid membership renewed for two additional 2-year terms and is the subject of this complaint.  
  
  Classmates provided clear disclosures within the paid membership purchase process that Mr. ******* paid membership would automatically renew and that no portion of any subscription fee was refundable.
  
  As noted above, Mr. ****** purchased an introductory 50%discounted 2-year automatically renewing paid membership in the amount of $36.00 on June 8, 2020. 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 $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). As a resident of **********, Mr. ****** was required to check a box next to the renewal disclosure before he could complete his purchase.
  
  The Your Information Section located under Becoming a Member of and Registering for the Services states in part:
  
  We will collect, store, compile and utilize information about you, your computer, smartphone or other device, and your use of the Services,including information that you provide in response to questionnaires, surveys and registration forms. Please review our Privacy Policy for more information about our privacy policies and practices. For your part, 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.
  
  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 after Mr. ******* second paid subscription purchase, he 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.
  
  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. Classmates sent Mr. ****** an automatic renewal reminder and price increase notification on April 29, 2022 to inform him of his impending renewal on June 8, 2022 and that the price of his 2-year paid membership subscription was increasing from $72.00 to $96.00.
  
  A second automatic renewal reminder was sent to the email address associated with Mr. ******* membership record on April 29, 2024 to notify him of his impending renewal on June 8, 2024.
  
  According to our records, Mr. ****** did not opt out of the automatic renewal program or contact Classmates prior to his renewal dates and,as a result, his membership was renewed for additional terms and his payment method was charged $96.00 on June 8, 2022 and on June 8, 2024 in accordance with the disclosures and the Terms of Service that he agreed to during his 2020 purchase.
  
  On or about July 10, 2024, Mr. ****** filed a chargeback dispute with his financial institution. As part of the chargeback process, Mr. ****** was refunded his 2024 membership fee of $96.00 until **** determined the validity of the dispute. **** subsequently ruled in Classmates favor and returned the $96.00 subscription fees to Classmates.
  
  Mr. ****** contacted Classmates on August 6, 2024 via phone to notify Classmates that he would like to reinstate his paid membership privileges and provided his updated email address. During the same call, Mr. ****** then requested a refund of his paid membership subscription. As a courtesy, the *********** Representative reinstated Mr. ******* 2-year paid membership benefits,however declined to provide a refund per the No Refund Policy stated in the Terms of Service and the subsequent chargeback filed by Mr. *******
  
  Mr. ******* paid membership subscription is no longer enrolled in the automatic renewal program. His paid membership will expire on August ****** and will then revert to a free Classmates membership.
  
  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: 09/13/2024

   
  Complaint: 22210380
  
  I am rejecting this response because:
  My original email address of ******************* was the only method of communication with me the vendor had.  ****** cancelled my email account of 20 years after I criticized ****** ***** for pedophilia, stating he belongs in prison.  ****** censors conservatives with an iron fist.  So I had no way of knowing my automatic renewal would renew.

  I only learned of it when the bill popped up on my Fidelity Credit Card for $96.00.  I did not wish to renew. I do not use the services and should not pay for services merely because they give no refunds FOR UNUSED SERVICES.  That seems very unethical to me, and should be illegal if it is not.

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

• Initial Complaint

  Date:08/27/2024

  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.

  Hi, i tried to cancel my subscription to classmates I contacted before money came out. Still 60 came out. I called to cancel and ( no cancellation refunds accepted). Even through ill be paying for something I wasnt using anymore..

  Business Response

  Date: 09/04/2024

  Complaint number: 22202353
  Consumer name: *********************
  
  We are in receipt of the complaint filed by ************** 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 ************** of the Automatic Renewal Program.
  
  ************* purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on August 24, 2019 in the amount of $24.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, ************** 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 $48.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings 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 discounted 1-year membership purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service at the time ************** made his purchased 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, ************** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained ****************** membership registration number, the amount ************** paid for his paid membership, his renewal date and 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 Accountheading, 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 paid membership subscription an automatic renewal reminder (AR30). Classmates sent ************** a renewal reminder in 2022 that also notified him that the renewal price of a 1-year membership was increasing from $48.00 to $60.00. Classmates sent ************** his most recent renewal reminder on July 15, 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. ****** 1-year membership would automatically renew on August 24, 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 ********************** 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 ************** is attached for your review.
  
  According to our records, ************** 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 payment method was charged $60.00 on August 24, 2024, in accordance with the disclosures and the Terms of Service that he agreed to during his 2019 purchase.
  
  Additionally,a review of Mr. ****** membership record indicates that he has actively used his paid membership benefits to view who has visited his profile since his August 24, 2024 renewal.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm ************** has been removed from the automatic renewal program and his paid membership subscription has been placed in manual renewal. His paid membership subscription will therefore lapse on August 24, 2025 and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to his payment method unless he proactively extends his current paid membership term, or he purchases a paid membership subscription in the future.
  
  This information should resolve ****************** complaint. Should your office or ************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  

• Initial Complaint

  Date:08/25/2024

  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.

  I have countlessly contacted Classmates.com to remove my image and profile on their website with no avail. They responded back saying they did but it's still listed on their website. I've contacted multiple times over the years but everything seemed robotic. Looking for assistant in getting this resolved.

  Business Response

  Date: 08/26/2024

  Complaint number: 22192406
  Consumer name: **********************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************.
  
  According to our records, a customer service representative deleted a free account for ************** in November of 2023, however, it appears that ************** had two additional free Classmates memberships under his name,one using the same gmail address as listed his complaint (created on March ****** with the registration number *************) and another using a rocketmail email address (created on May 26, 2010 with the registration number 8720833228).I have deleted these additional free accounts from the ********************** website. ************* may continue to receive residual emails for up to 10 days after his accounts were deleted. Residual emails are emails that are already scheduled to be delivered in our email delivery system.
  
  In the meantime, ****************** temporarily still see his name within search engine results pages. If this occurs it means that while Mr. ****** information was still in our systems, the search engine indexed the public results pages of our website.
  
  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 each individual search engines internal policies and algorithms. However, ************** should note, his profiles have been deleted from the Classmates website.
  
  This information should resolve Mr. ****** consumer complaint if you have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com