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:08/22/2024

  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 signed up for a promotional offer for a classmates.com membership.I knew at the time that they had an automatic renewal process ,so after signing up, I went into their website and turned that ******** forward later, and I see today (8/22/24) that they have billed me $96 for a 2 yr renewal.I did NOT authorize this, as I had already turned off my automatic renewal right after I signed up (since it ****** me off that immediately after signing up, they automatically set 'automatic renewal'). I immediately signed in, and checked my account, and amazingly, 'automatic renewal' was re-enabled (NOT BY ME).The first rep I talked to refused to forward me to a supervisor, and hung up on me. The 2nd, ****, was somewhat helpful, but explained to me that a 2 year period is actually 2 yrs + 1 day (8/22/24-8/22/26).I asked that they refund my unwanted and unauthorized renewal for the 2 yr term that has not actually started yet. He refused. I stated that I did not receive ANY notice that this was going to 'auto renew' and he stated that they send a 'renewal notice' email 30 days before renewal. I save ALL emails through gmail, and confirmed that I did NOT receive ANY renewal email from CLASSMATES.COM during the month of July.I can provide my email logs of ******* is obvious to me that something in their system re-enabled my automatic renewal (or ignored my original request to disable automatic renewal when I performed that task 2 yrs ago).This seems to be the same issue of illegality and unfair business practices that they were convicted of and fined for in 2021, but have found other ways of enforcing their unfair business practices (which they vigorously defend in their numerous complaint responses which defend their shady, but legal, lengthy T&C's).I have put in a dispute with ******, but expect this to be denied.If this is not resolved with a refund, I will be filing complaints with the *** and WA state attorneys office.

  Business Response

  Date: 08/30/2024

  Complaint number: 22181632
  Consumer name: **** *********
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ********* regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ********* of the Automatic Renewal Program.
  
  Mr. ********* purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00 on August 22, 2024. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ********* was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his ****** account would be charged $96.00 for each renewal, and that he could visit the Account portion of the website to change his renewal preference at any time. 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 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. ********* would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained Mr. ********** registration number, the amount he paid for his subscription membership, the renewal date, and a reminder that his paid subscription would renew unless Mr. ********* chose to cancel by visiting the Account portion of the website prior to his renewal date and that no portion of any membership fee is refundable.
  
  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 Mr. ********* this renewal reminder on July 13, 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. ********** 2-year paid membership subscription would automatically renew on August ******* in the amount of $96.00 unless he changed his renewal status prior to his renewal date and instructions on how to change his renewal preference. The renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with cancelling his automatic renewal. A representative copy of this email reminder as well as the email send history from Classmatesemail systems to Mr. ********* is attached for your review.
  
  According to our records, Mr. ********* did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his ****** account was charged $96.00 on August 22, 2024 in accordance with the disclosures and the Terms of Service that he agreed to during his 2022 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. On August 23, 2024, Classmates was notified that Mr. ********* filed a payment dispute with ******. ****** has not yet ruled on the dispute. In the meantime, I can confirm Mr. ********** paid membership has been removed from the automatic renewal program and his membership subscription has been placed in manual renewal. In the event ****** rules in Classmates favor, Mr. ********** paid membership subscription will lapse on August 22, 2026, 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 subscription or purchases a paid membership subscription in the future.
  
  This information should successfully 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: 09/12/2024

   
  Complaint: 22181632
  
  I am rejecting this response because:

   

  I use gmail, which preserves EVERY email you have received or sent (in the 'all-mail' folder).  It also preserves erased messages, in the 'trash' folder.

  Classmates claims that they sent me an 'auto-renewal' email on July 13th.   No such email was received by gmail in the date range of July 12th to July 14th.   I did receive 2 other emails from Classmates in that date range (1 in my inbox, 1 in my trash folder).

  If I HAD received a renewal notice, I would have immediately rescinded the 'auto-renewal' setting on my account, which I ALSO did right after I signed up originally.

  Please supply your email server logs showing date-stamped server logs showing that you sent me the auto-renewal email (and that it was NOT rejected by gmail, and received by gmail) on July 13th.

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

• Initial Complaint

  Date:08/14/2024

  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.

  Fraudlent Billing Practices; unable to terminate subscription.

  Business Response

  Date: 08/16/2024

  Complaint #: 22139854
  Consumer:*******************
  
  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 14, 2023 in the amount of $30.00. 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 $60.00 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, 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. 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 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. A review of our email logs indicates Classmates sent this reminder to ************** on July 5, 2024, 2023 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 14, 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 and,as a result, his membership was renewed for an additional term and his payment method was charged $60.00 on August 14, 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. 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 14, 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
  

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22139854
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 09/05/2024

  Classmates although successfully sued in **********, still has not nationally implemented California-Type Legal Standards:

  
  

  Proper disclosure of automatic charges in a clear and conspicuous manner

  
  

  Receipt of consumers express affirmative consent to the automatic renewal subscription charges prior to charging the consumer.

  
  

  Proper acknowledgement of the automatic renewal subscription charges after the payments were made.

  
  

  Perhaps Classmates only adheres to these standards in **********.  Since other states have not sued Classmates, theses standards only apply to ***********

  
  

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

• Initial Complaint

  Date:08/12/2024

  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.

  I was charged a $60 annual renewal fee due to a no response renewal policy. I did not see the emails regarding the renewal due to it being an old email account. I emailed ********************** and requested a refund, but only received an automated email about cancelation. I called Classmates.com and spoke with a representative regarding cancelation and a refund. They set my cancelation of my paid account in 12 months, and refused to give a refund quoting their policy. This policy is hidden from the consumer upon initial sign up, and an automated renewal system without any type of refund is unethical. I would like to have my $60 refunded to me, and my account removed from their website. I do not use their services, and have not for some time. The $60 annual fee is not representative of a fair value for their product, which would maybe be worth $10 a year. I feel like their auto renewal practices are deceptive and predatory.

  Business Response

  Date: 08/16/2024

  Complaint #********
  Consumer:*******************
  
  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 11, 2021 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 from 2021 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, ********** would have received a paid subscription confirmation receipt email sent to the email address associated with his account. This email contained ************** membership registration number, the amount ********** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Accountportion 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 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.
  
  Since 2017, Classmates sends all members in a 1- or 2-year membership an automatic renewal reminder. A review of our email logs indicates Classmates sent this reminder to ********** on July 2, 2022, 2023 and on 2024 to the gmail address associated with his account. A copy of this email send history from Classmatesemail systems to ********** is attached for your review.
  
  The 2022 reminder email provided information that his 1-year paid membership subscription would automatically renew in August 2022 unless he changed his renewal status prior to his renewal date and that the full price of a 1-year membership renewal was increasing from $48.00 to $60.00 starting with his next renewal date. The subject line of the renewal reminder was Notification -Price Change for Your Classmates+ Membership Renewal.
  
  Mr.**** most recent 2024 renewal reminder email provided information that Mr. **** 1-year membership would automatically renew on August 11, 2024 unless he changed his renewal status prior to its renewal date and instructions on how to cancel his paid membership online and 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. The subject line of this renewal reminder was Your Classmates.com Membership Anniversary New Term.
  
  According to our records, ********** did not opt out of the automatic renewal program and,as a result, his membership was renewed for an additional term in 2022, 2023 and in 2024 and his payment method was charged $60.00 for each renewal in accordance with the disclosures and the Terms of Service that he agreed to during his 2021 purchase.
  
  In addition to the No Refund policy, the Classmates Terms of Service also requires that all members maintain updated information, including their email address: 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. 
  
  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 11, 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 subscription or 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
  

  Customer Answer

  Date: 08/22/2024

   
  Complaint: 22130020
  
  I am rejecting this response because:

  A product that continues to bill someone despite no response from the customer (despite a "helpful" convenience), and then refuses to refund the amount is a product designed to go overlooked until it has already been charged to the customer. Despite the claims of **********************, I still maintain that there policies are intended to prey upon customers and they know that by design their customers will see a bill hit their bank account, then go investigate the charge, and then notice that they still have an account. Once that customer tries to end the account and would like their money back for an unused product, then the customer is left with this no refund policy. 

  I will also draw some attention to other simular situations with other companies that have led to class action lawsuits, which will be my next steps if this is not resolved at this level. Companies with negligence based renewal fees have settled class action lawsuits in recent history are:

  Noom, $62 million 

  Bumble, $22.5 million

  Sirius XM, $3.8 million 

  I will pursue this option as a next step if this is not resolved because Classmates.com should have a policy that does allow for a refund within a reasonable amount of time after a policy has automatically renewed. This is understandable and ethical. Currently, their policy is predatory and their customer service policies are to stick it to the customer for their own benefit. The email notifications for auto renewal go to the spam/junk folders in customers emails, so their customers are not truly informed of the next upcoming billing cycle, and they are instead surprised to see it on their bank account statements. The point is that an auto renewal policy is only ethical if there is also a cancelation and refund policy where a customer can respond in a reasonable amount of time after being billed. 

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

• Initial Complaint

  Date:07/27/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OMG! THERE IS AN IMAGE OF MY MINOR CHILD (with me) POSTED ON THIS SITE, WITHOUT CONSENT! AS A VICTIM OF CHILD PHYSICAL AND SEXUAL ABUSE, IN WHICH RESULTED IN IMPRISONMENT OF MY ABUSER, I AM APPALLED! I WANT ALL OF MY INFORMATION REMOVED IMMEDIATELY!!

  Business Response

  Date: 08/02/2024

  Complaint number: 22054379
  Consumer name: *****************************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************.
  
  According to our records, a free Classmates membership in ************* name was created on February 25, 2014 using the email address ************************* The image described by ************** in her complaint was used as the profiles Now photo.
  
  Per ************** request, I have deleted this free Classmates account and removed her information from the Classmates website on August 2, 2024. ************** may temporarily still see her name and the associated image within search engine results pages. If this occurs it means that while ************** information was still in our systems, the search engine indexed the public results pages of our website.
  
  In order for specific search results 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 Classmates control and is based on each individual search engines internal policies and algorithms. ************** should note, that if a viewer clicks on a link from the search engines results page, they will receive a Were sorry. This profile no longer exists. notice.  However, ************** can contact the search engine directly to request a more expedient removal.
  
  This information should successfully resolve ************** consumer complaint. If the BBB 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: 08/13/2024

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

   

  I assure you (both), BBB & platform- NO WAY DID I CREATE THIS ACCOUNT.. I have NEVER even attended a reunion. 
  

  I am a SURVIVOR of physical, sexual and emotional abuse, and at the age of 7 put my abuser in prison.  I am ADAMANTLY against random platforms or site with ANY posted children- yes, I make the ridiculous exception for ******** because my family is ridiculous the thought of my childs face being available to predators turns my stomach. 
  

  Thank you thank you.. 

   

  THANK YOU SINCERELY FOR REMOVING THIS IMAGE. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/24/2024

  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.

  Didn't give permission to use my family pictures.

  Business Response

  Date: 07/26/2024

  Complaint number: 22035772
  Consumer name: *****************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ********************.
  
  Classmates is an online alumni directory website. Users register on the website under their personal name, the name of the school they attended and for the years in which they attended their school. Additional personal information, such as photos, biographies and other profile content are at the discretion of the user to provide and share. All members are able to peruse and visit profiles of any other member on the Classmates website.
  
  There are two types of Classmates memberships: a free, basic account and a paid **********************+ subscription membership. Free members are allowed to view members of their school, their specific class list, reunion information and other members profiles as well as yearbooks. A Classmates+membership provides additional benefits that a free member will not be able to access, such as viewing who has visited their profile and the ability to send and receive Classmates Email that any other member, even if they are not a paid member, can review and respond to.
  
  I was unable to locate a membership account with the email address ******************** provided in his complaint. In order to locate an account or the photos referenced in ******************** complaint, he will need to provide me with the email address he used to register on the Classmates website or the location and description of any photos he alleges were used without his permission.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:07/23/2024

  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.

  Received notice 7/23/24 around 6am (before I was awake) that Classmates.com had charged me $96 via ******* When I initially joined the paid membership, it was $12.00. I never receive any notice from Classmates about increase in pricing or that an upcoming payment is due soon, which did not give me an option to agree with charges or to cancel them. I notified ******* Classmates state they do not refund money. I responded to this charge less than 2 hours after the charge was made. I did not use the ********* services today to communicate with anyone. I did access the website to cancel the paid membership, which was due today. ****** is unable to help me because it was an automated payment, therefore it appears to be authorized by me.

  Business Response

  Date: 08/02/2024

  Complaint number: ********
  Consumer name: ***************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ****************** in connection with her Classmates+ paid membership subscription.
  
  According to our records, ****************** has purchased 7 paid membership subscriptions since she created her initial Classmates membership on March 22, 2000.  Of those 7 paid membership subscription purchases, 4 have automatically renewed for one term or longer. According to her membership record, ****************** has never purchased a membership subscription in the amount of $12.00. A copy of her membership record is attached for your review.
  
  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 for her most recent membership subscription.
  
  ****************** purchased a 2 year automatically renewing paid membership on July 23, 2018, in the amount of $36.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, ****************** was 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 $72.00 for each renewal, and that she could visit the Account portion of the website to change her renewal preference at any time. ***************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 2-year purchase page at the time ****************** made her purchase 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.
  
  And 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 her account. This email contained the Ms. ******** registration number, the amount she paid for her paid membership, the renewal date, and a reminder that her paid subscription would renew unless the member chose to cancel by visiting the Account portion of the website prior to her renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top right portion of the webpage underneath the My Classmates drop down navigation menu. Underneath the Account heading, they will see an "Account & Billing" link listed on the page. Once the member clicks 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.
  
  Since 2017 Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. Classmates sent ****************** automatic renewal reminders for her current subscription on June 13, 2020, June 13, 2022 and on June 13, 2024 to the email address associated with her account, which is the same email address as listed in her complaint. A copy of the email send records from Classmates email systems to ****************** is attached for your review.  
  
  The most recent renewal reminder email provided information that Ms. ******** 2-year paid membership subscription would automatically renew on July 23, 2024 in the amount of $96.00 unless she changed her renewal status prior to her renewal date and directions on how to change her renewal preference. The email also included links to her Account and information on how to reach Classmates via phone or email if she needed assistance in cancelling her paid membership subscription. Ms. ******** 2022 renewal reminder provided her notification that the price of her 2-year membership subscription was increasing to $96.00 with her next renewal date. Representative copies of the 2024, 2022 and 2020 renewal emails are attached for your review.  
  
  Per the Terms of Service, Classmates has a no refund policy. ***************** has subsequently filed a payment dispute with ******* ****** has not yet ruled on the dispute. However, in the meantime, I can confirm Ms. ******** membership subscription has been removed from the automatic renewal program and her membership subscription has been placed in manual renewal. In the event ****** rules in Classmates favor, Ms. ******** paid membership subscription will lapse on July 23, 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 ****************** 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: 08/13/2024

   
  Complaint: 22029996
  
  I am rejecting this response because:  I cancelled my membership the date it was due.  Classmates typically sends frequent emails , so many that I am in the habit to ignoring them because there is often nothing that pertains to me personally. So  now I am stuck for 2 more years of endless emails in spite of closing out my paid account.  It seems I can't even remove myself from the website either.  I wonder how many seniors had this happen to them and failed to report it.  Due to the enormous amount of emails sent by them...they really need to change the way they send their payment due notices.

  It concerns me that they put the charge through to my bank around 5am, while I was still asleep.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/18/2024

  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.

  Date of transaction: 6/12/2024.I had previously signed up for a supposedly "Free Membership" on CLASSMATES.COM. At no time did I knowingly authorized any automatic renewal payment to them. I found their emails to be unworthy of my time, and tried to unsubscribe and remove them from my inbox -- but to no avail. I was shocked, dismayed and revolted when a $60 charge appeared on my credit card -- months after I did everything I could to remove them from my inbox. They have refused to credit my credit card.

  Business Response

  Date: 07/31/2024

  Complaint number: 22012180
  Consumer name: ***********************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** in connection with his paid Classmates+ membership subscription.  
  
  According to our records, **************** registered and created a free Classmates membership on September 2, 2014. On June 12, 2023, **************** upgraded his free membership and purchased an automatically renewing 1-year paid membership subscription.
  
  Classmates provided clear disclosures within the paid membership purchase process that ****************** paid membership would automatically renew and that no portion of any subscription fee was refundable. Additionally, Classmates has sent **************** an automatic renewal reminder on May 2, 2024.  
  
  As referenced above, **************** purchased an introductory 50%discounted 1-year automatically renewing paid membership subscription on June 12, 2023 in the amount of $30.00. 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 $60.00 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). As a resident of **********, **************** was required to select a checkbox next to the automatic renewal disclosure before he could complete his purchase. A representative copy of this 1-year membership purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:
  
  "Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** 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 ***** Services" portion of the Terms of Service states:  
  
  All fees relating to **** 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 **** 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 **** Services 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, 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. A review of our email logs indicates Classmates sent this reminder to **************** on May 3, 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 ****************** 1-year membership would automatically renew on June 12, 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 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 June 12, 2024, in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.
  
  On or about July 8, 2024, **************** filed a chargeback dispute with his financial institution. As part of the chargeback proceedings, his 2024 subscription fee of $60 was refunded to his credit card account until Mastercard rules on the validity of the charges. The chargeback dispute is still pending with Mastercard.
  
  Once the 2024 subscription fees were refunded to ****************** financial account during the initial stages of the chargeback dispute process,his Classmates paid membership reverted to a free membership. **************** subsequently deleted his free Classmates membership on July 18, 2024.  A copy of his membership record is attached for your review.
  
  This information should successfully resolve ****************** consumer complaint. If the BBB or **************** should 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:07/18/2024

  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 have constantly been getting spam emails from classmates.com for years. I called their number ************ and spoke to some man who did not identity himself. I told him that I do not want to subscribe to their service any longer, and I feel my banking information is in jeopardy and also that I constantly get spam emails from their site. After asking a few brief questions, the person hung the phone up on me. I called back several times and they refused to pick up the phone. I'm concerned that my personal information including my banking information may be compromised. As well I do not want to receive spam emails from this company. This has been an issue for years. Thank you

  Business Response

  Date: 07/31/2024

  Complaint number: 22010917
  Consumer name: *****************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ****************** in connection with his paid Classmates+ membership subscription.  
  
  According to our records, ****************** registered and created a free Classmates membership on January 17, 2013. On July 9, 2024, ****************** upgraded his free membership and purchased an introductory discounted 3-month paid membership subscription.
  
  As noted above, ****************** purchased an introductory discounted 50% 3- month automatically renewing paid membership on July 9, 2024, in the amount of $10.80. Prior to completing his purchase, ****************** was specifically notified that his membership fees were non-refundable and 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 $21.60 for each renewal and that he could visit the Account portion of the website to change his renewal status at any time. ****************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the introductory 3-month purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** 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 ***** Services" portion of the Terms of Service states:
  
  All fees relating to **** 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 **** 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 **** Services reinstated.
  
  Shortly thereafter, ****************** would have received a paid subscription confirmation email sent to the email address associated with his account, which is the same email address as listed in his complaint. This email contained ********************** membership registration number, the amount ****************** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Accountportion 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.  
  
  According to our records, ****************** contacted Classmates on July 18, 2024, however the phone call was disconnected before the representative could locate Mr. ******** account. ********************** does not have any record of ***************** attempting to contact Classmates further, either by phone or email.   
  
  However, I can confirm that ****************** has already removed his financial information from the Classmates website and his paid membership subscription has been removed from the automatic renewal program. His paid membership subscription will therefore lapse on October 9, 2024, and will then revert to a free membership. If he would like to delete his Classmates membership, at that time,he can use the following link to remove his account from the website: *******************************************************.
  
  Additionally, I have removed ****************** from all optional Classmates email subscriptions. Going forward, ****************** will only receive the required transactional emails from Classmates. Transactional emails are emails that contain important information about Mr. ******** Classmates account. ****************** should allow up to 10 days for this change to his email subscriptions to process.
  
  Alternatively, I can delete Mr. ******** paid Classmates membership, however, per the Terms of Service, which ****************** agreed to when he registered on the Classmates website and again when he purchased his paid membership subscription, Classmates has a no refund policy. Additionally, ****************** has utilized his paid membership benefits since he purchased his membership subscription. The deletion of Mr. ******** paid membership prior to the end of his subscription term will result in the forfeiture of his $10.80 subscription fee.
  
  In order to delete Mr. ******** paid membership subscription, I will need him to confirm his request to delete his paid membership subscription and acknowledgement of the forfeiture of his paid $10.80 membership fee. Please have ****************** confirm his request either by responding through the BBBs dispute resolution portal or by emailing me directly at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:07/16/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Classmates.com deactivated my account without notification and without authorization. Received a message that my profile no longer existed. They refuse to explain why this happened. Registration Number: *************.

  Business Response

  Date: 07/18/2024

  Complaint number: 21996692
  Consumer name: ***********************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************************ regarding the deletion of his account on the ********************** website.  
  
  ************************ registered on the Classmates website on July 13, 2024,using the email address **************************** Our internal fraud detection tool automatically deleted his account due to it being a denied ISP.
  
  Per the Classmates Terms of Service, Classmates may limit or restrict access to its website and services based on an individuals geographic location or ISP. Additionally, Classmates can terminate accounts on its service,for any or no reason, at any time, with or without notice.
  
  If ************************ would like to register on the Classmates.com website, he will need to use a different ISP to create his account.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  

  Customer Answer

  Date: 07/25/2024

   

   ClassMates.com, thank you for finally explaining the situation. 

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

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

• Initial Complaint

  Date:07/16/2024

  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.

  July 12, 2024, Classmates charged my credit card 96 dollars for an automatic renewal. On July 12, 2024, I immediately contacted the ************************ and spoke with a phone agent that told me I had 30 days prior to cancel the automatic renewal. At that time, she stated, I was emailed a reminder on June 12, 2024. I told her that I did not receive an email and requested a copy of that email. I also informed the agent that I checked all of the Spam and deletes, and there was not a reminder. She opened a ticket. I received an email response back from a gentleman responding to the open ticket that stated I was sent a reminder email on June 2, 2024. I responded back asking again for a copy of the email sent to me. I also sent Classmates copies of my inbox and deletes that were retrieved from the archives. I have not received a response back from Classmates. I want the ***** reversed or we need to settle. This is not fair to the consumer.

  Business Response

  Date: 07/24/2024

  Complaint number: 21996463
  Consumer name: ***********************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************** in connection with her 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 ************** of the Automatic Renewal Program.
  
  On July 12, 2022, ************** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, ************** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $96.00 for each renewal, and that she could visit the Account portion of the website to change her automatic renewal preference at any time. ************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of ******* and Privacy Policy (with hyperlinks to each). As a resident of **********, ************** was required to check the box next to the automatic renewal disclosure before she could complete her purchase. A representative copy of the standard 2-year purchase page for California residents is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** *******s" portion of the Terms of ******* at the time of **************,purchase stated:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** *******s, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** *******s.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.
  
  And the No Refund Policy section located under the ***** *******s" portion of the Terms of ******* states:
  
  All fees relating to **** *******s, 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 *** in our discretion cancel your **** *******s 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 **** *******s reinstated.
  
  Shortly thereafter, ************** would have received a paid subscription confirmation email receipt sent to the email address associated with her account. This email contained **************' membership registration number, the amount ************** paid for her paid membership, her renewal date,and a reminder that her paid subscription would renew unless she chose to cancel by visiting the Account portion of the website prior to her renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage underneath the My Classmates drop-down navigation menu. 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 membership subscription term one year or longer an Automatic Renewal Reminder. Classmates sent ************** this renewal reminder on June 2, 2024 to the email address associated with her account, which is the same email address as listed in her complaint. A screen shot showing the email send history from Classmates email systems to ************** is attached for your review.           
  
  This reminder email provided information that ************** 2-year paid membership subscription would automatically renew on July 12, ********************************************************************************* the amount of $96.00 on her next renewal date. The renewal reminder also included instructions on how to cancel her automatic renewal, a phone number and an email link to contact Classmates if she needed assistance with cancelling her renewal. A representative copy of the renewal reminder is attached for your review.
  
  According to our records, ************** 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 2-year term and her payment method was charged $96.00 on July 12, 2024 in accordance with the disclosures and the Terms of ******* that she agreed to during her 2022 purchase. 
  
  ************* alleges she did not receive this automatic renewal reminder, however, per section 1.D of the Classmates Terms of *******:
  
  From time to time we will send you communications, in keeping with our Privacy Policy and as otherwise permitted in these Terms of ******* ("Communications"). Please note that any number of issues *** interfere with your receipt of such Communications, including some types of ***** Systems that *** use filtering or blocking techniques that are intended to block email. We are not responsible for the actual delivery or your actual receipt of these Communications.
  
  Per the Terms of *******, Classmates has a no refund policy. ************** subsequently filed a payment dispute with PayPal. This dispute is still pending with PayPal.However, I can confirm that ************** account has been removed from the automatic renewal program and should PayPal rule that her paid membership subscription fees are valid charges, her paid membership subscription will lapse on July 12, 2026 and then revert to a free Classmates account.
  
  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: 07/31/2024

   
  Complaint: 21996463
  
  I am rejecting this response because: Classmates claimed to have sent a reminder on June 2, 2024.  This is incorrect.  I attached a document that indicates no messages were sent. In addition, I was sent an email stating I would be hearing back from Pay Pal about my refund request.  Classmates is not being truthful, and why there are losing business.
  
  Sincerely,
  
  ***********************