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:06/29/2024

  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.

  I bought a high school yearbook from classmates.com 5 years ago. I used their FREE membership up until 1 year ago when I canceled it. Yesterday out of the blue they fraudulently charged my paypal account $96.00! They had NO authorization to access my paypal account. This was THEFT. I reported the fraud on my paypal account and to my bank. How can they get away with this?Classmates.com is stealing from people, accessing our funds without our permission! It seems that a class action lawsuit is overdue.

  Business Response

  Date: 07/03/2024

  Complaint number: 21919355
  Consumer name: ***************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ********************** regarding his Classmates+ paid membership subscription.
  
  ********************** registered and created a free Classmates membership on October 17, 2013. The email address associated with his account is *********************** September 15, 2017, ********************** purchased a hardcover yearbook reprint on the Classmates website. On June 28, 2022, ********************** upgraded his free membership and purchased an introductory 2-year automatically renewing paid membership. A copy of Mr. ********** 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.
  
  As noted above, ********************** purchased an introductory 50%discounted 2-year automatically renewing paid membership in the amount of $48.00 on June 28, 2022. 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 PayPal account would be charged $96.00 for each renewal, and that he could visit the Account portion of the website to change his renewal preference at any time. ********************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 2-year 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 Mr. ********** 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 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 ********************** this renewal reminder on May 19, 2024.
  
  This reminder email provided information that Mr. ********** 2-year paid membership subscription would automatically renew on June 28, 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 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 PayPal account was charged $96.00 on June 28, 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. I can confirm that Mr. ********** membership has been removed from the automatic renewal program and unless ********************** takes any proactive measures to extend his paid membership subscription, his Classmates+ subscription will lapse on June 28, 2026 and will then revert to a free Classmates account.
  
  This information should successfully resolve Mr. ********** 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:06/23/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year I signed up for one year of *** Classmates for $30. As a 100% disabled veteran, I attended my 65th class reunion but only 9 members of my class were still able to attend, so I did not renew my Classmates subscription. On Sunday June 17, 2024 I noticed a temporary charge of SIXTY dollars ($60) on my credit card. On the next business day, I called *** Classmates customer service and spoke with *******. I said I did not renew the subscription and asked him to delete the pending charge. ****** did not have the authority to delete the charge and he was unable to transfer my call to a manager with authority. After the temporary authorization was charged to my Barclays account, I contacted their customer service and spoke with *** on June 20th at 4pm. She said she will process a chargeback to *** Classmates ID# CIS ******* and she said I do not have to pay the $60 while the chargeback is in process. I read the *** Classmates BBB file and then verified that Classmates did NOT send me a renewal notice. I have two suggestions for *** Classmates senior management: 1. verify their email renewal message procedures by sending test messages to designated member of management 2. provide customer service representatives with procedures to reach their managers on duty Thank you,*************************** Past ***************** *********** Executives

  Business Response

  Date: 06/25/2024

  Complaint #: 21890843
  Consumer:***************************
  
  We are in receipt of the complaint filed by ****************** regarding his Classmates+ paid membership subscription renewal.
  
  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 June 17, 3023 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 *** 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 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 May 8, 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 17, 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.
  
  If ******************; did not receive this renewal reminder, he should check with his email provider to ensure he is receiving all the email that is sent to his address. However, per the Communications section 1.D. of the Classmates Terms of Service, 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.
  
  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 June 17, 2024, in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy and the long time patronage of ******************, I have provided him a one-time courtesy refund of his last subscription fee in the amount of $60.00. ****************** account has now reverted to a free Classmates membership and no additional membership subscription fees will be charged to his payment method unless he proactively purchases a paid membership subscription in the future.
  
  This information should successfully 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:06/23/2024

  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.

  Over the past year I have received emails from Classmates after I unsubscribed and sent them emails asking them to stop. It is harassment. Not a lot to the complaint. They will not stop sending me emails attempting to get my business after I unsubscribe.

  Business Response

  Date: 06/24/2024

  Complaint number: 21888985
  Consumer name: *****************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************.
  
  According to our records, a Classmates *********** Representative deleted Mr. ***** free Classmates account on June 20, *********************************************************** the meantime, ************ may continue to receive residual emails from Classmates up to 10 days after his account was deleted.Residual emails are emails that are already queued to be delivered to our members in our email delivery system. ************ should feel free to disregard these emails.  
  
  While we are sorry to see ************ go, we appreciate the time he spent as a Classmates member.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:06/20/2024

  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 husband signed up for a "free" subscription sometime in the past to find out about former classmates in ************. There was an ad or some teaser on ********* When he signed up for the "Free" trial subscription, he also signed up for an AUTO renewal for which he was unaware. I just saw the charge of $23.48 for Classmates.com pending on our **** card. I was unaware of this subscription, and so was my husband. I called the contact number, and was told that my husband had signed up for a free subscription in December, that the auto renewal just went through, and they cannot refund the subscription because **** signed up for the "Free" subscription, he also signed up for "AUTO" renewal and a no refund policy. This doesn't seem like a straightforward situation. A trial is not free when they automatically sign you up to charge for a renewal of your "free" trial, and then don't offer a refund when you call about the charge. This seems to me like a scam. I wonder how many people are suckered into this without any recourse for a refund.

  Business Response

  Date: 06/25/2024

  Complaint number: 21880446
  Consumer name: *******************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************ in connection with her husbands, *****************, paid Classmates+membership subscription. During a telephone call with a Classmates *********** Representative on June 20, 2024, ************ authorized Classmates to discuss his account with his wife, *******************.
  
  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 private messages that any member, even if they are not a paid member, can review and respond to.
  
  According to our records, ************ has 4 accounts on the ********************** website:
  
  Registration Number *********was created on April 26, 2001 using a Hotmail email address. This account is currently a paid membership subscription and is the subject of this complaint.
  
  Registration Number ********* was created on July 7, 2002 using a Hotmail email address. This account has always been a free account. I deleted this duplicate account on June 21, 2024.
  
  Registration Number ********** was created on June 24, 2004 using a Hotmail email address. This account has always been a free account. I deleted this duplicate account on June 21, 2024.
  
  Registration Number ********** was created on November 24, 2006 using a Hotmail email address. I deleted this duplicate account on June 21, 2024.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Classmates does not offer a free trial of the paid membership subscription product. Below, I have outlined the process and the various places in which Classmates notified *********** of the Automatic Renewal Program.
  
  As noted above, ************ purchased an introductory 58% discounted 3-month automatically renewing paid membership on December 19, 2023 in the amount of $9.00 (plus applicable tax). 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 subscription 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 (plus applicable tax) for each renewal period, 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 ***** 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.
  
  And 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, 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 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, ************ did not opt out of the automatic renewal program or contact the Classmates *********** Department prior to his renewal dates. As a result, his membership was renewed for additional terms and his payment method was charged $21.60 (plus applicable tax) on March 19, 2024 and June 19, 2024 in accordance with the disclosures and the Terms of Service that he agreed to during his December 19, 2024 purchase.
  
  According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy and the fact that *********** had duplicate accounts, I have provided ************ with a one-time only courtesy refund in the amount of $21.60 (plus applicable tax) on June 25, 2024.************ should note this refund in his financial account within the next 30 to 60 days (or sooner if he banks online) depending on his financial institutions billing cycle and internal refund policies. ************** paid membership subscription has reverted to a free basic Classmates membership.
  
  This information should successfully resolve **************** consumer complaint.Should your office or Mr. and ************* 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:06/14/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for the three-month free trial. The "service" was a complete disappointment, so I made sure to cancel before June 11th, which was the end of the three month period. I believe I cancelled on June 8th or June 9th, 2024.This morning I was billed via PayPal for $23.83. I tried to log into my 'Classmates' account to complain and get a refund, but since it was CANCELLED a week ago, I was of course unable to do so. I'm requesting an REFUND from this (clearly) shoddy and shameless company, one that obviously doesn't care about it's reputation, judging from the hundreds of complaints here at the Better Business Bureau website.The Paypal "Transaction ID" is *****************.

  Business Response

  Date: 06/24/2024

  Complaint number: 21850407
  Consumer name: *****************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************** regarding his Classmates paid membership subscription. According to our records, ************** last logged onto the Classmates website on May 21, 2024.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ************** of the Automatic Renewal Program.
  
  On March 14, 2024, ************** purchased an introductory discounted 58%3-month automatically renewing paid membership in the amount of $9.00 plus applicable tax. 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 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 ***** 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 listed in his consumer complaint. This email contained ************** membership registration number, the amount ************** paid for his membership subscription, 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, ************** did not opt out of the automatic renewal program or contact the Classmates ********************** prior to his renewal date. As a result, his membership was renewed for an additional term and his payment method was charged $21.60 (plus applicable tax)on June 14, 2024, in accordance with the disclosures and the Terms of Service that he agreed to during his March 14, 2024 purchase.
  
  Per the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided ************** with a one-time only refund in the amount of $21.60 (plus applicable tax) on June 24, 2024. ************** should note this refund in his PayPal account within the next 5 to 10 days depending on PayPals internal refund policies. Mr. *************************** account has reverted to a free Classmates membership, and he will not be charged any additional membership subscription fees unless he proactively purchases a paid membership subscription in the future.
  
  This information should successfully resolve ************** consumer complaint. If your office or ************** have any additional questions, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  

  Customer Answer

  Date: 07/01/2024

   
  Better Business Bureau:
  
  Even though the Classmates.com rep did not tell the truth -- I, in fact DID purposefully cancel my subscription on June 10 -- four days before it was set to renew, and because of that, was unable to send a message to Classmates, because I could NO LONGER LOG IN -- 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:06/10/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the wrong yearbook. It was not even from the state I graduated from (****************), nor was it from the high school I attended and graduated from in 1965, ***********************************************************. I have tried to contact this company 4 times without any success and left my cell number, but received no call back.

  Business Response

  Date: 06/21/2024

  Complaint number: 21809519
  Consumer name: ***************************
  
  We are in receipt of the consumer complaint filed by **************** in connection with her yearbook reprint purchase on the Classmates.com website.
  
  **************** indicates in her complaint that she intended to purchase the 1965 *********************************************** yearbook reprint from ********************, however, was sent a *********************************************************** Yearbook, from *********, ** instead.
  
  Our records indicate that **************** ordered the *********************************************************** Yearbook. During the yearbook purchase process as well as on the online receipt and in the initial order confirmation email, the specific details of the yearbook reprint being purchased are provided so that customers can review and confirm the accuracy of their purchase order. customers are also informed that ********************** reprint purchases are non-refundable as each yearbook reprint is printed on demand once a yearbook reprint order has been processed.
  
  As noted above, since yearbook reprint purchases are printed on demand, Classmates does not accept returns or provide refunds. However, as a matter of customer courtesy, we have shipped the ********************** **************** intended to purchase to the address we have on file for her. The **** tracking number for the yearbook package is **************************.
  
  *************** does not need to return the book she purchased by mistake. She can either keep or recycle the book as she wishes.
  
  This information should successfully resolve Ms. ******* complaint. If she has any questions or needs additional information regarding this matter, she should feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:06/09/2024

  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.

  Elderly woman taken advantage of by Classmates Corp.An innocuous check box allowing for annual renewal was overlooked by said person/customer. ******* has a terminal desease defind by surgeon's in 2023. Prior years to this diagnosis she did not access the Classmates service. In addition, the email address that she signed up with was no longer accessing Classmates.com. Through no fault of her own, owing to the physical and mental acuity issues she suffered with now, and with the 2023 diagnosis of a fatal desease, she was unaware of her subscription status which included language of a perpetual funding to Classmates.com unless revoked by her. The revocation process was not exercised because of onset dementia excelerated by the terminal desease of which there is no remedy. The above information was attempted to be relayed to the Classmates customer service agent via email by me, *****************, *******'s husband. At 79 years old myself I may not have reported the issues outlined here in this address.I asked for cancelation of the service and noted my age and mentioned my ******************** history and disability from the Combat. My doing so was not for sympathy, merely information that I may need help in getting the service canceled and a refund for the June 8, 2024 billing of $96.00 for a 2-year subscription that my wife will not get to enjoy. The reply was polite saying they have a no refund policy, however ****, the agent, would cancel renewal subscriptions after the current paid subscription ends in June 2026. In addition to the information above I mentioned that at this time we could not afford the $96.00. I failed to mention why given my wife will not be with us to concern ourselves with a future subscription.I don't know if all of that information just given would have changed the outcome of NO REFUNDS. We understand business is business. I just think we had a reasonable request given the circumstances. *** writing for *******... 6/9/24

  Business Response

  Date: 06/21/2024

  Complaint number: 21824966
  Consumer name: *************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************** regarding her Classmates+ paid membership subscription under registration number **********.  
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  According to our records, ************** upgraded her free Classmates membership and purchased an introductory 50% discounted 2-year automatically renewing paid membership subscription in the amount of $48.00 on June 8, 2022. On the payment information page of the paid membership purchase process, prior to completing her purchase, ************** 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 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 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.
  And 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 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 and that no portion of any subscription fee is refundable.
  
  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 ************** an automatic renewal reminder on April 29, 2024 to the email address associated with her account.
  
  This renewal reminder provided information that Ms. ****** 2-year paid membership subscription would automatically renew on June 8, 2024 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. The subject line of the renewal reminder was Notification Your Account Will Be Renewed Soon. A representative copy of this email renewal 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 her renewal dates and,as a result, her membership was renewed for an additional term and her payment method was charged $96.00 on June 8, 2024 in accordance with the disclosures and the Terms of Service that she agreed to during her 2022 purchase.  
  
  Per the Terms of Service, Classmates has a no refund policy. However,as a matter of customer courtesy and in light of the hardship mentioned in Ms.****** complaint, I have provided a refund to ************** in the amount of $96.00 on June 21, 2024. ************** will note this refund in her PayPal account within the next 5 to 10 days depending on PayPals internal refund policies. Ms. ****** Classmates account has now reverted to a free Classmates account.
  
  ************** should note that, per the Terms of Service, she is required to keep her information updated: 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. Classmates requires its members to keep their information, particularly their email address, up to date so that we can notify them of impending changes or updates to their account, such as automatic renewal reminder emails.
  
  If ************** would like to update her Classmates account to reflect a current email address, she can find information on how to update her account here:  ******************************************************************-How-do-I-change-my-email-address#:~:text=Select%20Account%2C%20then%20Personal%20Info,save%20your%20new%20email%20address.
  
  Alternatively, if Ms. ****** would like to delete her free Classmates membership, she can use the following link to remove her information from the Classmates website: ******************************************************************-How-do-I-cancel-my-membership.
  
  This information should successfully address Ms. ****** consumer complaint. If the BBB or ************** needs any additional information regarding this matter, please contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

• Initial Complaint

  Date:06/05/2024

  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 June 3, 2024, my membership was automatically renewed. I was told that an email was sent to me. I have no record of such. I have requested a refund due to financial hardship but was told no and that the membership had to run its course and would be cancelled in 2026. The credit card that it was charged to was closed due to fraudulent activity a few weeks ago. Not sure how they got my new card, because it was never shared with them.I am requesting a full refund.

  Business Response

  Date: 06/12/2024

  Complaint number: 21806659
  Consumer name: *********************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** 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 **************** of the Automatic Renewal Program.
  
  **************** purchased an introductory 50% discounted 2-year automatically renewing paid membership on My 25, 2022 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 Service and Privacy Policy (with hyperlinks to each). A representative copy of the introductory discounted 2-year 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 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 and that no portion of any subscription fee is 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 membership subscription term one year or longer an Automatic Renewal Reminder. Classmates email logs indicate this renewal reminder was sent to **************** on April 15, 2024 to the email address associated with her account, which is the same email address as listed in her consumer complaint.
  
  This reminder email provided information that **************** 2-year paid membership subscription would automatically renew in May in the amount of $96.00 unless she changed her renewal status prior to her renewal date and instructions on how to cancel her automatic renewal. The renewal reminder also included a phone number and a link to contact Classmates if she needed assistance with cancelling her renewal prior to her renewal date. The subject line of the renewal reminder was Notification Your Account Will be Renewed Soon. A representative copy of the renewal reminder and a copy of the email send history from Classmates email systems to **************** showing the date the reminder email was sent to her is attached for your review. 
  
  According to our records, **************** did not contact Classmates or opt out of the automatic renewal program prior to her renewal date and, as a result, her membership was renewed for an additional term and her payment method was charged the standard, full price 2-year membership fee of $96.00 with her updated financial information provided by her financial institutions credit card updater service, per the Terms of Service that she agreed to during her 2022 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. Additionally, *************** has utilized her paid membership benefits since her membership renewed to send a private email to another member of the Classmates website on June 12,2024.
  
  I can confirm that her membership subscription has been removed from the automatic renewal program and her account will revert to a free membership on May 31, 2026. No additional membership subscription fees will be charged to her account going forward unless she proactively extends her current paid membership term or purchases a future subscription membership.
  
  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:06/04/2024

  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.

  I am trying to cancel classmates.com and I cannot. I tried to stop payment through PayPal and they assured me that no charges would be brought to my account June 1st. I removed my credit card from PayPal, but Classmates charged my back up bank account. I've tried every way I can and that classmate suggests and I can't cancel it. Classmates did respond thru PayPal saying the automatic payment would stop in September. I want my account closed! I don't feel satisfied knowing come September that my payments are going to stop. I want them to stop now. Thank you for your help.

  Business Response

  Date: 06/12/2024

  Complaint number: 21799371
  Consumer name: *******************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************** regarding her claim that Classmate automatically renewed her membership and charged her payment method without her permission.
  
  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 3-month automatically renewing paid membership on September 1, 2023 in the amount of $10.80. Prior to completing her purchase, ************** was specifically notified that her membership fees were non-refundable and that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged the full term price of $21.60 for each renewal and that she could visit the Account portion of the website to change her renewal preference at any time. ************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 3-month purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** 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 receipt email 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 Accountportion of the website prior to her renewal date and that no portion of any subscription fee is refundable. A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My 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.
  
  According to our records, ************** did not opt out of the automatic renewal program and, as a result, her membership was renewed for an additional term and her payment method was charged $21.60 on December 1, 2023 and every three months thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her September 1, 2023 membership subscription purchase.
  
  According to the Terms of Service, Classmates has a no refund policy. On or about June 6, 2024, ************** disputed her renewal fees with PayPal for both her March 1, 2024 and June 1, ************************************************************* PayPals dispute resolution process.
  
  In the meantime, I can confirm that her membership has been removed from the automatic renewal program and, pending the outcome of the PayPal dispute, her paid membership subscription will lapse on September 1, 2024 and revert to a free membership.
  
  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: 06/14/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/02/2024

  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 May 25, 2024 I attempted to cancel my subscription that was going to renew on May 25,2024. Classmates.com sent me an auto email on May 25, 2024 they auto renewed me already. Since May 25th is a Saturday, they are closed.They dont communicate by phone only email. Ive sent 6 emails and no response.

  Business Response

  Date: 06/12/2024

  Complaint #: 21791168
  Consumer:*********************
  
  We are in receipt of the complaint filed by ************** 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 ************** of the Automatic Renewal Program.
  
  ************* purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on May 25, 2022 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, ************** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $60.00 for each renewal, and that she could visit the Account portion of the website to change her renewal settings at any time. ************** 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). Additionally,as a resident of **********, ************** was required to check a box next to this disclosure in order to complete her purchase. A representative copy of the standard 1-year membership purchase page for California residents 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 receipt email 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 Accountportion of the website prior to her renewal date and that no portion of any subscription fee is 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. A review of our email logs indicates Classmates sent this reminder to ************** on April 15, 2023 and on April 15, 2024 to the email address associated with her account, which is the same email address that is listed in her consumer complaint.
  
  Ms.****** most recent email reminder provided information that Ms. ****** 1-year membership would automatically renew on May 25, 2024 unless she changed her renewal status prior to its renewal 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. A representative copy of the most recent email reminder sent to ************** as well as the email send history from Classmates email systems for the 2023 and 2024 reminder emails is attached for your review.
  
  According to our records, ************** did not opt out of the automatic renewal program prior to her renewal date and, as a result, her membership was renewed for an additional term in 2023 and in 2024 and her payment method was charged $60.00 for each renewal in accordance with the disclosures and the Terms of Service that she agreed to during her 2022 purchase.
  
  Additionally,her membership record indicates that ************** is aware of the automatic renewal program from her previous four paid membership subscription purchases.Two of these paid membership subscription purchases had membership terms that automatically renewed and ************** has received two previous refunds: One for a chargeback in the amount of $15.00 on or about April 28, 2009 and the last for $48.00 on April 14, 2021. A copy of her membership record is attached for your review.  
  
  Per the Terms of Service, Classmates has a no refund policy. ************** was reminded of this policy on May 26 2024 and again on May 28, 2024 in two separate email exchanges with the Classmates **********************. Additionally, since ************* has already received two previous refunds, Classmates is unable to provide her with any additional refunds.
  
  I can confirm ************** 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 May 25, 2025, and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to her payment method unless she proactively extends her current paid membership subscription term or purchases a paid membership subscription in the future.
  
  This information should successfully 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