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:04/25/2024

  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.

  About 10 years ago I joined CLASSMATES. i let the membership lapse and sometimes they email me to I look at their site. Suddenly, there was a charge of $96 for a membership for which I did not apply. I asked *********** to credit my charge account and at first they did. CLASSMATES, charged the $ 96 again and although *********** called them to attempt to get them issue a credit, they would not. Now *********** will not help me any more and if push comes to shove I will not pay the $ 96 to them. I went online to check if anyone else is having this problem. Lo and Behold, it seems the entire country is having the same problem. There have been law suits against Classmates. I uploaded complaints from other people for you to see.

  Business Response

  Date: 05/03/2024

  Complaint number: 21623298
  Consumer name: ***************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ****************** in connection with her paid Classmates+ membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ****************** of the Automatic Renewal Program.
  
  On February 10, 2022, ****************** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, ****************** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel,that her payment method would be charged $96.00 for each renewal, and that she could visit the Account portion of the website to change her automatic renewal preference at any time. ****************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time of ******************,purchase stated:
  
  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 receipt 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 unless she chose to cancel by visiting the Account portion of the website prior to her renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage underneath the My Classmates drop-down navigation menu. Underneath the Accountheading they will see an "Account & Billing" link. Once the member clicks on the link and logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. Classmates sent ****************** this renewal reminder on January 1, 2024 to the email address associated with her account, which is listed as ********************
  
  This reminder email provided information that Ms. ******** 2-year paid membership subscription would automatically renew on February 10, 2024 unless she changed her renewal status prior to her renewal date, that her membership would renew in the amount of $96.00, instructions on how to cancel her automatic renewal and a link to her account. The renewal email also contained a phone number to contact Classmates as well as a link to email *********** if she needed assistance in canceling 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 opt out of the automatic renewal program or contact Classmates prior to her renewal date and, as a result, her membership was renewed for an additional 2-year term and her payment method was charged $96.00 on February 10, 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. Additionally, our records indicate ****************** has already received a one-time courtesy email in connection with a 2-year paid membership subscription in the amount of $72.00 on June 8, 2021. A copy of her membership record is attached for your review.
  
  On or about February 23, 2024, ****************** filed a payment dispute with her financial institution. As part of the chargeback process, the renewal fees were refunded to Ms. ******** credit card and her Classmates membership reverted to a free account. Ms. ******** financial institution subsequently ruled the membership subscription fees were valid charges and returned the subscription fees to Classmates.
  
  Ms.******** Classmates membership is currently a free membership. However, I can reinstate her paid membership privileges, placing her account in manual renewal so that her paid membership will lapse at the end of its term in 2026 and then revert to a free account. Alternatively, if ****************** prefers, I can delete her account and remove her from the Classmates website. If ****************** wishes to delete her account from the ********************** website, she acknowledges that she will forfeit her most recent subscription membership fees.
  
  If ****************** would like me to take one of these actions on her behalf, she can either respond via the BBBs dispute resolution portal or she can email me directly at
  [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer Answer

  Date: 05/17/2024

  Certainly, you're not serious!  I showed it to a lawyer who could not understand it.  If you look on the web you will see literally hundreds of people in my predicament.
  
  To make matters worse, the credit card, ******, used for the transaction billed me the $96 after giving me two credits for same amount.  *********** will not do anything to help me!!!
  
  And by the way, I did not use that card 10 years ago, so this grifter stole my info.
  
  I'm 82 and very very aggravated.  PLEASE PLEASE PLEASE do something besides sending me stupid letters.
  
  ***************************
  

  
  

  Customer Answer

  Date: 05/19/2024

   
  Complaint: 21623298
  
  I am rejecting this response because:

  Firstly, it's designed to confuse and delay any action that might be taken  by the BBB.  I showed it to a lawyer and he said, "this is ******** designed to confuse you."  I, or anyone with a brain, cannot take this letter seriously.  I sent the BBB a portion of what's going on daily on the web.  Hundreds of people are being swindled by CLASSMATES.  I am really disappointed in the Better Business Bureau.  I thought this might help but now I see why CLASSMATES is s******* around with you and me.  They apparently know you will not do anything.

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

• Initial Complaint

  Date:04/24/2024

  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 billed ***** from an annual membership with classmates.com.the membership is from March 24 2024 to March 24 2025.when I was billed I immediately ask them to cancel my membership.they cancelled the membership and would not refund *****.if I had cancelled the membership 6 months into the membership year I would understand the no refund policy.I cancelled the membership with in a week of being billed.

  Business Response

  Date: 05/02/2024

  Complaint #: 21619855
  Consumer:*******************************
  
  We are in receipt of the complaint filed by ******************** regarding his Classmates+paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ******************** of the Automatic Renewal Program.
  
  ******************* purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on March 24, 2022 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, ******************** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $60.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings at any time. ******************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 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 at the time ******************** made his purchased 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 the 2024 reminder to ******************** on February 13, 2024 to the email address associated with his account, which is the same email address as listed in his complaint.
  
  This reminder email provided information that Mr. ********* 1-year membership would automatically renew on March 24, 2024 in the amount of $60.00 unless he changed his renewal status prior to its renewal date, instructions on how to cancel his paid membership online and a link to access his account. The email also 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 prior to his renewal date. 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 Classmatesemail 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 March 24, 2024, in accordance with the disclosures and the Terms of Service that he agreed to during his 2022 purchase.
  
  One month after his membership had renewed, ******************** contacted the Classmates ********************** on April 24, 2024. The representative explained the automatic renewal program and the no refund policy, removed Mr. ********* account from the automatic renewal program and sent a confirmation email of this change to the email address associated with his account.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm ******************** has been removed from the automatic renewal program and his paid membership subscription has been placed in manual renewal. His paid membership subscription will therefore lapse on March 24, 2025 and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to his payment method unless he proactively extends his current paid membership term or he purchases a paid membership subscription in the future.
  
  This information should 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: 05/10/2024

   
  Complaint: 21619855
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/23/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unauthorized money with drawl from my bank account

  Business Response

  Date: 04/30/2024

  Complaint number: 21616670
  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 58% discounted 3-month automatically renewing paid membership on March 1, 2022 in the amount of $7.50 (plus applicable tax). 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 $18.00 (plus applicable tax) 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 58% discounted purchase page from 2022 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.
  
  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 additional 3-months terms and her payment method was charged $18.00 (plus applicable tax) for each renewal until March 1, 2023 when the standard full price of a 3-month membership increased to $21.60 (plus applicable tax) per term, in accordance with the disclosures and the Terms of Service that she agreed to during her 2022 purchase.
  
  On February 11, 2023, Classmates emailed ******************** to notify her that the full-term price of a 3-month membership was increasing from $18.00 to $21.60 (plus applicable tax) and that this price increase would go into effect on her next renewal date.
  
  Per the Classmates Terms of Service, Classmates has a no refund policy. Additionally, ******************** has utilized her paid membership during her current paid membership term to view her profile visits.
  
  Per her request, I have removed her from the automatic renewal program and her paid membership subscription will lapse on June 1, 2024 and will then revert to a free membership. ******************** will not be billed for any future membership subscriptions unless she proactively extends her current paid membership term or 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
  

• Initial Complaint

  Date:04/23/2024

  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 canceled my credit card three months ago because of an unauthorized subscription payment of $21.60. Classmates.com somehow maneuvered to get my NEW CC Card number without my knowledge and charged on April 22nd for another three months for $21.60. I have had no account activity for 9 months. Classmates refused to credit my account even though I believe the account was not setup by me.

  Business Response

  Date: 05/01/2024

  Complaint number: 21615496
  Consumer name: ***************************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** regarding his Classmates paid membership subscription.
  
  According to our records, **************** has two accounts on the Classmates website:
  
  Registration Number ********: This membership was created on May 31, 2000. The email address associated with this account is *********************** This account has had one paid subscription associated with it, but it has been a free account since 2007. I deleted this duplicate account on May 1, 2024.
  
  Registration Number **********:  This membership was created on January 3, 2009 using the email address ************************* Over the course of this membership, **************** has purchased 3 different paid membership subscriptions. **************** last upgraded this membership on July 21,2023. This membership is the subject of this complaint.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified **************** of the Automatic Renewal Program.
  
  
  As noted above, **************** purchased a 58% discounted 3-month automatically renewing paid membership on July 1, 2023 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 term price of $21.60 for each renewal period,and that he could visit the Account portion of the website to change his renewal settings at any time. **************** 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 58% discount 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 addresses associated with his paid account.The email contained ******************** membership registration number, the amount *************** paid for his paid membership, his renewal date, and a reminder that his paid subscriptions would automatically 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 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.
  
  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 on October 21, ********************************************************************************************************************************************************************* accordance with the disclosures and the Terms of Service that he agreed to during his July 21, 2023 purchase.
  
  According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a ********************** *********** Representative provided **************** with a courtesy refund of $21.60 on April 26, 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.
  
  Per his request for no additional contact from Classmates, I deleted this account on May 1, 2024. **************** may continue to receive residual email from Classmates over the next 10 days. Residual email is email already scheduled to be delivered to members in Classmates email delivery system. He should feel free to disregard these emails. A copy of his membership record showing the refund and account deletion is attached for your review.
  
  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: 05/10/2024

   
  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:04/22/2024

  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.

  Today, 4/22/2024, Classmates dot com charged me $21.60 for a subscription I did not sign up for. My account doesnt even have my bank card information. Obviously, they do have it. Fraud! They are to remove my bank card and refund me today.

  Business Response

  Date: 04/22/2024

  Complaint number 21607013
  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 last 4 digits of the debit card that she alleges was charged and an order number listed in the billing descriptor, I can research this matter further on her behalf.
  
  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
  
  

  Customer Answer

  Date: 04/30/2024

  Classmates.com refunded me.  You can close this case.  They should have responded, though.  Thank you!

• Initial Complaint

  Date:04/17/2024

  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 PayPal account was charged $96 on 4/17, 2024 for a two-year renewal of my Classmates.com account. I did not receive any prior notification of the renewal, only a statement of a fait accompli. I asked Classmates.com to refund as soon as I saw the notification and they have refused, saying payments are nonrefundable. The fact that there are scores of complaints about them suggests real problems, and in my specific case, I find the information they send useless. Almost all of it is inaccurate--for example, posts about classmates who have been deceased for years. I simply want my money back and termination of a singularly unpalatable relationship.*******************

  Business Response

  Date: 04/23/2024

  Complaint number: 21587862
  Consumer name: *******************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** regarding his Classmates+ paid membership subscription.
  
  **************** registered on the Classmates website on May 22, 2001.On March 23, 2015, **************** upgraded his free membership and purchased an introductory 2-year automatically renewing paid membership. This paid membership subscription renewed on March 23, 2017 for another 2-year term. This paid membership subscription reverted to a free membership on March 23, 2019 and reverted to a free membership until **************** purchased a second paid membership subscription on April 17, 2022. This last paid membership subscription is the subject of this complaint.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified *************** 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 April; 17, 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 at the time **************** made his purchase 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.
  
  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 **************** his most recent renewal reminder on March 8, 2024 to the email address associated with his account, which is the same email address **************** listed in his complaint.
  
  This reminder email provided information that Mr. ******* 2-year paid membership subscription would automatically renew on April 17, 2024 in the amount of $96.00 unless he changed his renewal status prior to his renewal date and instructions on how to change his renewal status. The renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with cancelling his renewal. The subject line of the renewal reminder was Your Classmates.com Membership Anniversary Updated Pricing. 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 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 April 17, 2026 and 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

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21587862
  
  I am rejecting this response because:
  I have checked my back e-mails and Spam folder. I did not receive the advance notification the response indicates was proffered.

  Beyond that, a quick on-line check reveals that this is a widespread problem, and the fact that Classmates.com continues to send information that relates to deceased classmates, some of whom have been dead many years, is decidedly sketchy as well.

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

• Initial Complaint

  Date:04/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 1988 Lenape HSyearbook from Classmates.com and they sent me a yearbook that my picture nor my senior student listing is even included. I open the yearbook to show my family, and it was really embarrassing that my picture nor name was anywhere in that yearbook. They sold me a yearbook that was not an official copy and I understand how the process works. However, I called the company. I asked them to please send me a legitimate copy of a yearbook that has me included were refund my money. Instead, what I got was a survey today asking me if all of my needs had been met and Response telling me that the yearbooks are copies there will be writing on them. I understand this fact. My issue with this company is they gave me a book and Im not even listed in the book and I graduated from that high school in 1988. My maiden name was ******* and I provided them that information. I saw a yearbook about a year ago from that class and I was in the book. Im just asking for a refund or make it right

  Business Response

  Date: 04/22/2024

  Complaint number: 21584590
  Consumer name: ***************************
  
  We are in receipt of the consumer complaint filed by **************** regarding her yearbook purchase.
  
  Yearbooks that appear on the Classmates website are submitted by Classmates members, alumni associations, school districts or via other third parties. Classmates is not the original publisher of these books, nor do we possess official copies of the books other than what has been provided to us by the aforementioned individuals or organizations.
  
  Classmates provides clear disclosures within the yearbook purchase process that all yearbook are reprints of previously owned books so handwriting or effects of aging may be present, and pages, images, or other content may be missing or obscured. Yearbooks are reprinted exactly how they appear on the Classmates website.
  
  **************** registered on the Classmates website on April 7, 2023.**************** affiliated with the ******************, Class of 1988 using the name ***************************. Upon reviewing the 1988 ****************** yearbook on the Classmates website, ****************** image appears on page 53 under her maiden name ***************************,the second image from the bottom in the far right-hand column. Screen shots of ***************** Classmates school affiliation information and the yearbook image from the website are attached for your review.
  
  Since each yearbook reprint is created specifically at the request of the customer when they submit their order, ********************** reprint purchases are non-refundable,and I am unable to provide a refund to **************** for the book she purchased. However,if the book she purchased is missing page 53, I would be happy to send her a second copy of this yearbook free of charge.
  
  If **************** would like me to send her this second complimentary copy of the ****************** 1988 yearbook, we request that she confirm via the BBB dispute resolution portal or she can email me directly at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

• Initial Complaint

  Date:04/16/2024

  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.

  On February 19, 2024, there was an automatic payment deducted for another year subscription which was two days before it was supposed to be. . On the February 21,2024 I hit the manual renewal button so it would not automatically renew. On February 27 2024 at 10:10 eastern time (they open at 7:00 Pacific was sent to a prompt for a call back) I called and asked for the automatic to be reversed that I did not want another year subscription. They stated they would not reverse, and I was stuck with another year. They continuously send info which most gets caught in spam. They doubled the price and won't let a reverse cancellation the day of the start of a new year. All I want is it cancelled and refunded. Please see the screen shot I made of the setting to manual so it would not renew.

  Business Response

  Date: 04/22/2024

  Complaint #: 21580827
  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 February 21, 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). As a resident of **********, **************** was required to check a box next to this disclosure before she could finalize 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 of her paid membership fees were refundable.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates navigation drop down menu in the top portion of the webpage. Underneath the heading Account,they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal,they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a 1- or 2-year membership an automatic renewal reminder. A review of our email logs indicates Classmates sent this reminder to **************** on January 12, 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 February 21, 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. The subject line of this renewal reminder was Your Classmates.com Membership Anniversary New Term. A representative copy of the email reminder as well as the email send history from Classmates email systems to **************** is attached for your review.
  
  According to our records, **************** did not opt out of the automatic renewal program prior to her renewal date and, as a result, her membership was renewed for an additional term and her payment method was charged $60.00 on February 21, 2024 in accordance with the disclosures and the Terms of Service that she agreed to during her 2023 purchase. A copy of ****************** membership record showing this transaction submittal and completion date of February 21, 2024, and not two days beforehand as alleged by ****************, is attached for your review.
  
  Additionally,the screen shot provided by **************** in her complaint shows that she changed her automatic renewal preference to manual renewal after her paid membership renewed on February 21, 2024 and that her current 1-year term would expire on February 21, 2025.
  
  On or about March 29, 2024, **************** initialed a chargeback proceeding with her financial institution and ****************** $60.00 membership fees were refunded to her credit card and her paid membership reverted to a free account while **** determined the validity of the chargeback claim. **** subsequently ruled the membership subscription fees were valid charges and the $60.00 membership fees were returned to Classmates.
  
  On April 22, 2024, I restored ****************** paid membership privileges since these privileges were suspended during the chargeback investigation. ****************** paid membership privileges will therefore lapse on April 22, 2025 and her account will then revert to a free membership. No additional membership fees will be charged to her account unless she proactively extends her current paid membership term or purchases a paid membership 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:04/10/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 21st 2024 i placed an order for a yearbook for my Mother order ********! After getting notified that it was delivered nothing had arrived! I have reached out via email MULTIPLE times to this company and they have not responded once. This is a complete scam and im asking for a FULL REFUND!

  Business Response

  Date: 04/19/2024

  Complaint number: 21559795
  Consumer name: Sky ****
  
  We are in receipt of the consumer complaint filed by ************ regarding her yearbook reprint purchase.
  
  According to our records, ************ purchased a yearbook reprint from the Classmates website on March 21, 2024 in the amount of $96.25. The yearbook was shipped via **** tracking number **************************, from our printing facilities on March 25, 2024. According to *** tracking, the yearbook was delivered via the local *********** to the address specified by ************ at 12:20 pm. and left at the residences front door/porch.
  
  A copy of ************** order details and *** tracking information are attached for your review.
  
  As we have indicated in numerous phone and email correspondence with ************, Classmates does not provide refunds for yearbook reprint purchases as all of Classmates yearbook reprints are created on demand at the request of the customer when they submit their order. However, we can send a complimentary replacement copy to any address ************ would like, provided it is a physical address and not a P.O. Box.
  
  If ************ would like Classmates to send her a replacement copy, we request that she reply affirmatively through the BBBs dispute resolution portal or she can email me directly at [email protected] with the physical address she would like the book shipped to.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

• Initial Complaint

  Date:04/05/2024

  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 purchased a membership to classmates.com for my 50th reunion purposes. That reunion was September of 2023, after which I canceled my membership from automatically renewing. On February 17th of 2024, my membership was automatically renewed to the amount of $21.60. I have been in communication with this company and they are refusing to refund my money despite the fact that I canceled my automatic renewal in September of last year.

  Business Response

  Date: 04/10/2024

  Complaint number: 21536362
  Consumer name: ****************************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ********************************* regarding her Classmates+ membership subscription.
  
  According to our records, ********************************* has two accounts on the Classmates website:
  
  Registration Number **********: This membership was created on March 13, 2009, using the email address ******************************** This account is currently a free Classmates membership, however, ********************************* had a paid 3-month automatically renewing membership subscription on this account that expired on February 9, 2024. Once the paid subscription expired, this membership reverted to free account.
  
  Registration Number ***********: This membership was created on January 12, 2014, using the email address ***************** ********************************* purchased a 3-month automatically renewing paid membership on this account on May 17, 2023. This paid membership has renewed every 3-months since the purchase date and is the subject of ************************ complaint.
  
  A copy of her membership records 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 a 50% discounted 3-month auto-renewing paid membership on May 17, 2023, in the amount of $10.80. 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 full term price of $21.60 for each renewal period, 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, 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 *********** a refund or to have your **** Services reinstated.
  
  Shortly thereafter, ********************************* would have received a paid subscription confirmation email sent to the email addresses associated with her account.This receipt email contained ************************************* membership registration number, the amount ********************************* paid for her membership subscription,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 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 her renewal date in connection with this membership. As a result, her membership was renewed for an additional term and her payment method was charged $21.60 on August 17, 2023 and every three months thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her May 17, 2023 purchase.
  
  According to the Classmates Terms of Service, Classmates has a no refund policy. However, since ********************************* has duplicate accounts, I have provided her with a one-time courtesy refund of her last membership fee in the amount of $21.60 on April 10, 2024. ********************************* should note this refund on her physical billing statement within the next ***** days (or sooner if she banks online), depending on her financial institutions billing cycle and internal refund policies. Additionally, I have gone ahead and deleted this duplicate membership account under registration number ***********.
  
  ********************************* should now have only one Classmates account under registration number **********. As noted above, this membership is currently a free Classmates account.
  
  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: 04/10/2024

   
  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,
  
  ****************************************