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:05/30/2024

  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.

  03/25/2024 $21.60 A unused unwanted service Refund request refused without any resolution No Unknown/***************** N/A

  Customer Answer

  Date: 05/31/2024

  I on 02/25/2024 was sent an email stating that I had received a comment on Classmates and membership offer for $9.00. I took it. Then found out the Comment was nothing but a multiple choice pop up randomly sent to people surfing my class. Saying I was remembered. When canceling the auto renewal (like I automatically do with any auto renewing subscription) found out that I would immediately loose all access. Feeling already scammed decided not to then forgot about it. 
  Immediately when seeing the new charge on the morning of 05/25/2024 contacted them by email at 0649MST, because it was a weekend plus a holiday. On 05/26/2024 I got response reciting policy. I replied stating the circumstances. On Tuesday 05/28/2024 I made contact by phone and was told my request had been escalated and a decision would take 24hours. I never received although was told today 05/30/2024 that my request was denied on 05/28/2024. I never received any response or was notified of any pending renewal. I thoroughly check my email trash spam and all; especially when expecting something to go there.
  I have logged into the Classmates website twice three times if you count 03/25/24; when making sure any subscription was shut down. And only once soon after my first experience.

  Business Response

  Date: 06/03/2024

  Complaint number: 21781868
  Consumer name: *************************
  
  We are in receipt of the consumer complaint filed by ****************** in connection with his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ****************** of the Automatic Renewal Program.
  
  
  ****************** purchased an introductory 58% discounted 3-month automatically renewing paid membership on February 25, 2024 in the amount of $9.00. 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 the full membership price of $21.60 for each renewal period, and that he could visit the Accountportion 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 this 58% off discounted purchase page is attached of 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 subscription fee is refundable. A representative copy of this receipt email is attached for your review.  
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My 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.
  
  On May 15, 2024, Classmates sent ****************** a notice that his introductory pricing term was about to expire and that his membership subscription would renew for the full term price of $21.60 on May 25, 2024 unless he cancelled his paid membership subscription prior to that date. The email also contained information on how to cancel his paid membership and a reminder that no portion of any membership subscription fees are refundable. The subject line of this email reminder was Notification: your 3-month introductory term is almost up.Whats next? 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 the Classmates ********************** about his membership subscription prior to the end of his membership subscription term. As a result, his membership renewed for an additional term and his payment method was charged $21.60 on May 25, 2024 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.
  
  
  According to the Classmates Terms of Service, Classmates has a no refund policy. I can confirm that Mr. ******** membership has been removed from the automatic renewal program and that his paid membership subscription will lapse on August 25, 2024 and will then revert to a free Classmates account. He will not be charged any additional membership subscription fees unless he proactively extends his current paid membership subscription,or he purchases a paid membership in the future.
  
  This information should successfully resolve Mr. ******** 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: 06/13/2024

   
  Complaint: 21781868
  I dont understand how they can make different determinations about what apparently are the exact same situations, right down to the dollar amounts. 
  
  I am rejecting this response because:
  
  I on 02/25/2024 was sent an email stating that I had received a comment on Classmates and membership offer for $9.00. I took it. Then found out the Comment was nothing but a multiple choice pop up randomly sent to people surfing my class. Saying I was remembered. When canceling the auto renewal (like I automatically do with any auto renewing subscription) found out that I would immediately loose all access. Feeling already scammed decided not to then forgot about it. 
  Immediately when seeing the new charge on the morning of 05/25/2024 contacted them by email at 0649MST, because it was a weekend plus a holiday. On 05/26/2024 I got response reciting policy. I replied stating the circumstances. On Tuesday 05/28/2024 I made contact by phone and was told my request had been escalated and a decision would take 24hours. I never received although was told today 05/30/2024 that my request was denied on 05/28/2024. I never received any response or was notified of any pending renewal. I thoroughly check my email trash spam and all; especially when expecting something to go there.
  I have logged into the Classmates website twice three times if you count 03/25/24; when making sure any subscription was shut down. And only once soon after my first experience.
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/14/2024

  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.

  5/10/24 payment of $60.00 ,I wanted a refund, we told no.

  Business Response

  Date: 05/21/2024

  Complaint #: 21707336
  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 May 10, 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 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 March 31, 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 May 10, 2024 in the amount of $60.00 unless he changed his renewal status prior to its renewal date and instructions on how to cancel his paid membership online. The email included a phone number to call Classmates as well as a link to email the Classmates ********************** if he needed assistance in cancelling his paid membership. The subject line of this renewal reminder was Your Classmates.com Membership Anniversary New Term. 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 May 10 2024, in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. Additionally, ****************** has utilized his paid membership benefits since his renewal date on May 10,2024. I can confirm that ******************** membership has been removed from the automatic renewal program and his paid membership subscription will lapse on May 10, 2025 and then revert to a free account. 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 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

  Customer Answer

  Date: 05/28/2024

  E mail , I didnt receive, when I asked for a copy from classmates Was told that didnt keep copies of E mail sent to me , sound funny,  not the way I would do business.

• Initial Complaint

  Date:05/11/2024

  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.

  So I noticed that someone made up a account without my permission under my name on your guys's website this is the link ******************************************************************** I didn't make this account Can you guys take this down someone made this without my permission.

  Business Response

  Date: 05/13/2024

  Complaint number: 21699450
  Consumer name: ***********************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** in connection with a free Classmates membership created in his name.
  
  Per his request, I have deleted this profile from the Classmates website. **************** may temporarily still see this profile appear within individual search engine results pages. If this occurs it means that while the profile with **************** name was still in our systems, the search engine indexed the non-member visitor profile page of the Classmates website. Unfortunately, Classmates does not have the ability to remove this information from search engines results pages.
  
  In order for this specific search string to be removed, the search engine will need to re-index these webpages and update the information they have cached. When and how often these pages are re-indexed is beyond Classmatescontrol and is based on each search engines internal policies and algorithms.However, **************** should note that this profile does not appear within any searches conducted on the Classmates website.
  
  This information should successfully resolve Mr. **************** If **************** or the BBB needs additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:05/11/2024

  Type:Order 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 joined 4/3/24. I since lost my password and they cant seem to send me an email to reset it. They say ******** my provider, may be blocking it. I verified all is ok on my end but they will not do anything about it. I asked for a new account do I could start over but no response.

  Business Response

  Date: 05/13/2024

  Complaint number: 21698492
  Consumer name: *************************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** in connection with his inability to receive password reset emails for his paid Classmates+ membership subscription account.
  
  ********************** has attempted to resolve this password reset issue with **************** on multiple occasions, including multiple phone and email messages, offers to update his account with an alternative email address and supervisors leaving two messages with **************** voicemail. To date, **************** has declined to update his account with a new email address and has not returned Classmates calls.
  
  Our records indicate **************** was on the Classmates website as recently as May 7, 2024. Nonetheless, I have provided **************** with a full refund in the amount of $30.00 on May 13, 2024. **************** should note this refund on his physical billing statement within the next 30 to 60 days (or sooner if he banks online) depending on his financial institutions billing cycle and internal refund policies.
  
  His Classmates account has reverted to a free membership. If he would like me to delete this free membership so he can re-register and create a new profile with a different email address, he can reply to me directly at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer Answer

  Date: 05/22/2024

   
  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.
  However, I dont understand why they couldnt give me a temporary password to allow me to change my permanent password 
  Sincerely,
  
  *************************

• Initial Complaint

  Date:05/03/2024

  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 1-year subscription to Classmates.com on 5-2-2023. One year later (5-2-2024) I got an alert from my phone that I needed to cancel the Auto-Renew option so I wouldnt get charged again. Early that morning I saw an email that I had been charged again for another year (5-2-2024 thru 5-2-2025), which I did not want. I went online & turned off the Auto-Renew option then called them as soon as I had my lunch break at work; I indicated I wanted a refund.Keep in mind: I called the same day that they processed the charge, literally hours after their system did so. The rep I spoke with was not helpful and told me they would not refund my subscription as per their Terms and Conditions that I should have read when I initially signed up. I also got an email (see supporting document, below) from a supervisor there that says the same thing.This is not good business practice, in particular since I made contact with them as soon as I could, on the same day the charge renewed (5-2-2024). Not 3 months or 6 months later, after I could have used the platform for awhilebut on the same day. I feel they are being unreasonable with me in wanting a refund.I have made this same request of a few businesses when discovering Ive been automatically charged and they have easily & promptly refunded my money. Auto-renew should not be the default option when you initially sign up for a service, as consumers dont always read the fine print in the contracts its a deceptive strategy!

  Business Response

  Date: 05/07/2024

  Complaint #: 21663325
  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 2, 2023 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 the same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 50% introductory 1-year membership purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** 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 Ms. ******* membership registration number, the amount **************** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew in the amount of $60.00 unless she chose to cancel by visiting the Account portion of the website prior to her renewal date and that no portion of any of her paid membership subscription fees were refundable.A representative copy of the email receipt is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates navigation drop down menu in the top portion of the webpage. Underneath the heading Account,they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal,they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a 1- or 2-year membership an automatic renewal reminder. A review of our email logs indicates Classmates sent this reminder to **************** on March 25, 2024 to the email address associated with her account, which is the same email address as listed in her complaint.  
  
  This reminder email provided information that Ms. ******* 1-year membership would automatically renew on May 2, 2024 in the amount of $60.00 unless she changed her renewal status prior to its renewal date as well as instructions on how to cancel her paid membership online. The email also included a phone number to call Classmates as well as a link to email the Classmates ********************** if she needed assistance in canceling her paid membership prior to its renewal. The subject line of this renewal reminder was Your Classmates.com Membership Anniversary New Term. 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 her renewal date, and, as a result, her membership was renewed for an additional term and her payment method was charged $60.00 in accordance with the disclosures and the Terms of Service that she agreed to during her 2023 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm **************** 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 2, 2025, and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to her payment method unless she proactively extends her current paid membership subscription or purchases a paid membership subscription in the future.
  
  This information should successfully resolve Ms. ******* complaint. Should your office or **************** 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: 05/20/2024

   
  Complaint: 21663325
  
  I am rejecting this response because: I did not receive any notices about my subscription re-upping, despite what Classmates says they sent.  They are being vindictive and selfish not refunding my money when I contacted them on the exact date the subscription re-upped.  The "default" setting when one subscribes to a service should not be to automatically renew - that's deceptive business practice.  

  I still want the $60 refunded.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/03/2024

  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 was charged today a ***** charge. I didn't even know what classmates.com was so I definitely did not sign up for this subscription or whatever it is!

  Business Response

  Date: 05/07/2024

  Complaint number 21661029
  Consumer name: *************************
  
  We are in receipt of the consumer complaint filed by **************.
  
  I was unable to locate a paid account with the information provided in ************** complaint. If ************** can provide me with the information below, I will research this matter further on her behalf:
  
  - The email address used to complete the purchase on the Classmates.com website (if known);
  - The registration number of the paid Classmates account (if known);
  - The order number listed on her payment method for the purchase and/or
  - The last 4 digits of the credit/debit card ************** alleges was charged and the date of the charge.
  
  She can either provide this information through the BBBs dispute resolution portal or she can email me directly at [email protected].
  
  In the meantime, ************** may want to check to see if there is another member of her household who may have a paid membership and has access to her financial information.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  

• Initial Complaint

  Date:05/02/2024

  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.

  Soon after "joining" Classmates, I received two emails, one thanking me for becoming a free member, the other, a receipt for $9.00, for their "services". (They supply copies of *********** yearbooks, apparently for any school in the **.) Their website is confusing about how that works, you can look for yourselves. I called them, asking for an explanation. The polite *** that I reached replied that (after) the free membership, I had paid $9 for their "services". And asked if I would like to be disenrolled from future automatic charges for continuing membership, which I did.As a former ***, it was clear to me that he was reading scripted responses. The company was fully expecting calls like mine, and was prepared. The *** confirmed that yes, they did get calls like mine, and that the service they provided me was disenrollment from future charges. Huh? The entire sequence was like programmed clockwork. I asked the representative if this was company policy, knowing the answer. Their website has a button for "order now", which I had avoided, concerned that since no cost was given, I'd be charged an unknown amount for a yearbook. The *** told me that my cost would be $75.79, fare enough, I suppose, if a person is that nostalgic about an item that can't be found elsewhere.I would drop this issue, except for the fact that I then asked the *** if I could speak to a supervisor. We agreed that instead of my being transferred, he would message one to either call or email me. I have yet to hear back. Company policy, I suppose.And since I've found my own misplaced yearbook, I am done with them, and leaving further action up to you ! (In editing, I'd like to commend you for a very nicely designed website.)

  Customer Answer

  Date: 05/10/2024

   hello,,, 

  I'm *************************

  Yesterday I filed a complaint against Classmates, a Seattle company.

  The issue has since been resolved, and I would like the complaint nullified, or removed.

  Reference # is 21657544

  Thanks !

• Initial Complaint

  Date:04/30/2024

  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 had an account with ********************** back in the early 2000's. I had a trial version that I canceled. Out of the blue on April 25th 2024 I get a charge on my CC for ***** for a two year subscription to a service I cancelled over 15 years ago and have not logged into in at least that amount of time. I logged in on April 25th because I wanted to know what the charge was. I tried to cancel the subscription and get my money back on the same day it was charged but they said I could not do that. The CC they charged I have not updated with them. The expiration date and code have been changed multiple times so they had to have charged my CC fraudulently. Through research I see that they are doing this as an apparent business practice to lots of people. Who gets a subscription to something like this for 2 years at a time, no one. They know exactly what they are doing otherwise I would have gotten an email telling me they were charging my card, the date the charge would hit and for what amount. None of that happened because most would have not approved it and would have cancelled the account before the fraudulent 2 year charge. I would not have paid much attention to this if it was few dollars for one month At 77 years old this is a lot of money. The way they did this is a true indication that it was an intentional case of fraud. Some one should start a class action law suit because I am not the only person they have done this to.

  Business Response

  Date: 05/07/2024

  Complaint number: 21648651
  Consumer name: *************************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** regarding her Classmates+ paid membership subscription.
  
  According to Classmates records, **************** registered and created a free Classmates membership on August 29, 2019 using the email address ***************** On April 24, 2022, *************** upgraded her free membership and purchased a discounted 2-year automatically renewing paid membership subscription. 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.
  
  As noted above, **************** purchased an introductory 50% discounted 2-year automatically renewing paid membership on April 24, 2024. 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 March 15, 2024 to the email address associated with her account.
  
  This reminder email provided information that **************** 2-year paid membership subscription would automatically renew on April 24, 2024 in the amount of $96.00 unless she changed her renewal status prior to her renewal date. The renewal reminder also included a phone number and a link to contact Classmates if she needed assistance with cancelling her renewal. The subject line of the renewal reminder was Your Classmates.com Membership Anniversary Updated Pricing. 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 credit card was charged the standard, full price 2-year membership fee of $96.00 with any updated 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. 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 April 24, 2026. No additional membership 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:04/29/2024

  Type:Order 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 has me down for signing a contract for the use of their website over a year ago with a automatic renewal after the first year. I do not remember agreeing to these terms. When I asked them for the e-mail address they have for me it was not my e-mail address. When I asked them what the e-mail address was they told me that they could not give it to me. I told them since they were billing me why they could not give it to me. Again they told me that they could not give it to me. I was billed $21.60 on April 27 which they told me it was for a yearly subscription. I told them that I did not want the subscription and requested a refund, which they refused. I did get them to cancel the subscription however they refused to give me my refund.

  Business Response

  Date: 05/07/2024

  Complaint number: 21640150
  Consumer name: *******************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************** regarding his Classmates+ paid membership subscription.
  
  According to Classmates records, ************** registered and created a free Classmates membership on October 27, 2023 using an *********************** email address. Shortly thereafter, ************** upgraded his free membership and purchased a 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.
  
  As noted above, ************** purchased a discounted introductory 58% 3 month automatically renewing paid membership in the amount of $9.00 on October 27. 2023. 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 this 58% discounted 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 membership subscription, his renewal date, a reminder that his paid subscription would renew unless he chose to cancel by visiting the Account portion of the website prior to the end of his renewal term and that no portion of his paid membership fees were refundable. A representative copy of this receipt email is attached for your review. 
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates 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 dates and, as a result, his membership was renewed for additional terms and his payment method was charged $21.60 on January 27, 2024 and April 27, 2024 in accordance with the disclosures and the Terms of Service that he agreed to during his initial membership purchase.
  
  According to the Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided ************** a one-time refund in the amount of $21.60 on May 7, 2024. ************** should note this refund within the next 30 to 60 days on his physical billing statement (or sooner if he banks online) depending on his financial institutions billing cycle and internal refund policies. His Classmates membership has now reverted to a free membership and he will not be charged any additional subscription fees unless he proactively purchases a paid membership subscription in the future.
  
  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: 05/15/2024

   
  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:04/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was offered a 3 month subscription for $10.80. There was no mention of higher amount to be deducted at the end of 3 months. In the 3rd month and additional amount of $21.60 was deducted from my account without notice. When I contacted them they referred me to their refund policy which is no refund and said I should have read that policy when I agreed to the $10.80 amount. I replied that I should not have to read refund policy when I responded to their offer of a certain price for 3 months. I feel this is a scam to get more money from customers. The money isn't the issue. The issue is integrity. When a company makes an offer to a customer they should also explain any additional caveats at that time

  Business Response

  Date: 05/02/2024

  Complaint number: 21633700
  Consumer name:  ***********************
  
  We are in receipt of the consumer complaint filed by ************** in connection with 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 3-month automatically renewing paid membership on January 23, 2024 in the amount of $10.80 US. 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 the standard full term price of $21.60 US for each renewal period, and that she could visit the Account portion of the website to change her renewal status 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 standard 50% discounted 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, which is the same email address associated with her consumer complaint. This email contained Ms. ****** 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 was refundable. A representative copy of the receipt emailer 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 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 her renewal date. As a result, her membership was renewed for an additional term and her payment method was charged $21.60 US on Aril 23, 2024, in accordance with the disclosures and the Terms of Service that she agreed to during her January 23, 2024 purchase.
  
  Additionally, ************** is aware of the 3-month 50% introductory offer that renews to the full-term price from the three previous introductory 3-month paid membership subscriptions that she has purchased. A copy of her membership record is attached for your review.
  
  Per the Classmates Terms of Service, Classmates has a no refund policy. I can confirm that Ms. ****** account has been removed from the automatic renewal program and her current paid membership subscription will expire on July 23, 2024 and will then revert to a free Classmates account. ************** will not be charged any additional membership subscription fees unless she proactively extends her current paid membership subscription or she purchases a paid membership subscription in the future.
  
  This information should successfully resolve Ms. ****** 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: 05/10/2024

   
  Complaint: 21633700
  
  I am rejecting this response because:I did not receive an email prior to the deduction from my account of $21.60. If I had received an email I would have contacted therm immediately to delcline renewal
  
  Sincerely,
  
  ***********************