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:03/03/2024

  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.

  Classmates.com keeps billing me after I cancel the subscription. I cannot stop them. I don't use the site but someone I see the renewal check box is kept on.

  Business Response

  Date: 03/12/2024

  Complaint number: 21378067
  Consumer name: ***************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ********************** regarding his Classmates+ paid membership subscription.
  
  According to our records, ********************** registered and created a free Classmates membership on August 29, 2007. Over the course of his account,********************** has upgraded his free Classmates membership and purchased 7 automatically renewing paid membership subscriptions. ********************** received a one-time courtesy refund in the amount of $18.00 on September 14, 2021. A copy of his membership record is attached for your review. His most recent subscription purchase 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.
  
  ********************** purchased his most recent paid membership subscription, an introductory 50% discounted 3-month automatically renewing paid membership, on September 3, 2023, in the amount of $10.80. Prior to completing his purchase, ********************** was specifically notified that his membership fees were non-refundable and that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $21.60 for each renewal and that he could visit the Account portion of the website to change his renewal status at any time. ********************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 50% 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.
  
  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 Yahoo email address associated with his account.This email contained ************************** membership registration number, the amount ********************** paid for his membership subscription, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Account portion of the website prior to his renewal date and that no portion of any subscription fees were refundable. A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located 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.
  
  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 $21.60 on December 3, 2023 and every three months thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his September 3, 2023 subscription purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. Since ********************** is aware of the automatic renewal program from his previous paid membership subscriptions and he has already received a one-time courtesy refund,he was denied a refund per his request on March 4, 2024. ********************** subsequently filed a payment dispute with PayPal. PayPal has yet to rule on the matter.
  
  In the meantime, Mr. ********** paid membership subscription has been removed from the automatic renewal program and should PayPal rule in Classmates favor, his paid membership will lapse on June 3, 2024, and will then revert to a free Classmates membership. Mr. ********** account will not be charged any additional membership fees unless he proactively extends his current paid membership subscription, or he 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
  
  

• Initial Complaint

  Date:02/28/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business uses deceptive practices to scam people out of money. They lure in victims at a low price point, then quietly get you going on an automatic renewal at a higher price point. They dont send you email receipts, because they dont want you to notice that they are continually extracting money from your account. When I did happen to notice the withdrawal from my checking account, I contacted customer service. I had not used their service, nor logged on in over a year. I asked for a cancellation and refund of only the current month, which they refused, because its against their policy. Be careful dealing with this dishonest company.

  Business Response

  Date: 02/29/2024

  Complaint # ********
  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 50% discounted 3-month automatically renewing paid membership on January 18, 2023 in the amount of $10.80. 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 standard full term price of $21.60 for each renewal period, and that he could visit the Account portion of the website to change his renewal status at any time. ************* 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 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 his account, which is the same email address associated with his consumer complaint. This email contained Mr. ****** membership registration number, the amount ************** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Accountportion of the website prior to his renewal date and that no portion of any subscription fee was refundable. 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 his renewal date. As a result, his membership was renewed for an additional term and his payment method was charged $21.60 on May 3, 2023 with his updated credit card information provided by his financial institutions credit card updater service, and every three months thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.
  
  Per the Classmates Terms of Service, Classmates has a no refund policy. However, as matter of customer courtesy, I have provided ************** with a one-time only refund of his last subscription fee in the amount of $21.60 on February 29, 2024. ************** will note this refund on his physical billing statement within the next ***** days (or sooner if he banks online), depending on his financial institutions billing cycle and internal refund policies. Mr. ****** paid membership has reverted to a free Classmates account.
  
  Lastly, Classmates adheres to the applicable laws of ************** in connection with the requirement to send its residents the required receipt emails and automatic renewal reminders.
  
  This information should resolve Mr. ****** 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:02/24/2024

  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.

  On 01/24/2024 I received a email from my bank stating that an amount of $60.00 was issued on my account from **********************. I contacted my bank immediately as I didnt recognize this transaction. I thought it was fraud and card was cancelled. Upon reading other BBB complaints I see Im not the only one. I have never had a yearly membership with them. Also I have never received an email from classmates.com about a renewal membership. The one thing that really bothers me is how did they get my credit card number. Its a new card that I recently got and have never used it here. They had no right to access my bank and use that card. I have since removed all cards and cancelled all auto renewal.

  Business Response

  Date: 02/26/2024

  Complaint #: 21341950
  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 24, 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 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 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. 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 paid membership an automatic renewal reminder. A review of our email logs indicates Classmates sent this reminder to ****************** on January 15, 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 ****************** 1-year paid membership would automatically renew on February 24, 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 change her automatic renewal status 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 automatic renewal status. 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, her membership was renewed for an additional term and her payment method was charged $60.00 on February 24, *********************************************************************************************************************************** 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 February 24, 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 ****************** 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:02/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Feb 16th 2024 was charged ***** from debit card from pch classmates. Never authorized this debit. Never have even looked into this company. I don't know how they even got my money. I had to cancel my card. Called classmates and they said they didn't have an account in either mine or my wife's name nor under our email or school of graduation. Just want my money back.

  Business Response

  Date: 02/26/2024

  Complaint number: 21338798
  Consumer name: *************************
  
  We are in receipt of the consumer complaint filed by ****************.
  
  I am unable to find an account for **************** with the information he provided in his complaint. However, if **************** can provide me with the last 4 digits of the credit/debit card information he alleges was charged and confirm the date of the charge, I will research this matter further on his behalf.
  
  **************** can either provide this information through the BBBs dispute resolution portal or he can email me directly at [email protected]. In the meantime, **************** may want to check to see if there is another member of his household that has access to his financial information or has a paid membership in his or her name.
  
  I look forward to receiving this additional information from ****************.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  

  Customer Answer

  Date: 03/06/2024

  Debit from debit card ending in 4027 from regions bank for 10. 80 on 02/15/2024. This was an unauthorized debit.

  Customer Answer

  Date: 03/13/2024

  I Sent additional information about this the day I recieved last message from BBB. I've been waiting for answer.

  Business Response

  Date: 04/05/2024

  Complaint number: 21338798
  Consumer name: *************************
  
  I have researched the matter further with the additional information provided by **************** and I am unable to locate a paid account that ends in 4027 that was charged on or about February 15, 2024 in the amount of $10.80 nor do we have any record of **************** contacting us via phone about this charge.  
  
  If **************** can provide his full phone number (his complaint includes a partial number) and the best time to contact him, a Classmates *********** Representative will reach out to him directly.
  
  He can provide this information either to the BBB or he can email me directly at [email protected].
  
  I look forward to receiving this additional information from ****************.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21338798
  
  I am rejecting this response because: I have include a snapshot showing that this most certainly came out of my card. The card has been canceled since this happened because I don't want anymore unauthorized charges from a company I do not do business with and have no plans to. ************. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/30/2024

  Complaint number: 21338798
  Consumer name: *************************
  
  As indicated in our earlier response, we are unable to locate a paid account associated with a card number that ends in 4027 that was charged on or about February 15, 2024 in the amount of $10.80.   
  
  If **************** can provide his full phone number (his complaint includes a partial number) and the best time to contact him, a Classmates *********** Representative will reach out to him directly to try and locate this paid account (for example, this membership could be under a spouse or relatives name who share a joint financial account but have different numbers on their credit or debit card). Without additional assistance from ****************, Classmates will be unable to resolve this matter.
  
  He can provide this information either to the BBB or he can email me directly at [email protected].
  
  I look forward to receiving this additional information from ****************.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer Answer

  Date: 05/07/2024

  ************.  No other person is on this account!

  Business Response

  Date: 07/11/2024

  Complaint number: 21338798
  Consumer name: *************************
  
  A Classmates *********** Representative called **************** on June 21,2024 at approximately 9:40 am and left a voicemail with her number and direct extension for **************** to return her call. **************** did not respond to our attempt to contact him. The same representative called **************** again on July 8, 2024, and left a second voicemail with her contact information at approximately 11:44 am.
  
  As we have previously indicated, without additional assistance from ****************, Classmates is unable to address Mr. ******* complaint and we now assume that this matter has been resolved.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer Answer

  Date: 07/12/2024

   
  Complaint: 21338798
  
  I am rejecting this response because: I have provided evidence on more than one occasion that money was taken without my permission for an account I did not authorize. I keep getting the same response that they can not find an account in my name. That is because I didn't make an account, nor did my wife. This was and is an unauthorized withdrawal.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 07/23/2024

  Complaint number: 21338798
  Consumer name: *************************
  
  ***************** returned our call on July 18, 2024. Even with Mrs.******* *********** we were unable to locate the charge to Mr. ******* financial account on or about February 15, 2024 for a 3-month membership in the amount of $10.80. However, ***************** confirmed that there havent been any additional renewal charges applied to Mr. ******* financial account.
  
  Since we werent able to locate the initial transaction, but we are confident that Mr. ******* financial information will not be subject to any reoccurring membership subscription charges, I have authorized a check in the amount of $10.80 to be sent to **************** at the physical address listed on his complaint. **************** should expect this check to arrive within the next two to three weeks.
  
  We appreciate ***************** returning our call so that we could confirm that Mr. ******* financial information was not used to enroll in the automatic renewal program.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

• Initial Complaint

  Date:02/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company did follow all of it's own written procedures. That point is conceded.They send massive numbers of emails, saying you have message, even when it is a message from them promoting something. This is not the complaint, per se.Here is the complaint. They engage in unfair practices by hiding (or not carefully NOTICING to consumers) that they are giving notice of auto renewal--a LEGAL FINANCIAL MATTER of some import to the consumer.I delete all my emails from them as they seem useless. In those emails, there was the notice that I missed.This morning, I believe, at 7 am I received my pay ***************. I called Classmates today and was informed they have a strict policy against refunds since they sent notice of auto renewal. Is this fair? Should they be required to signify important LEGAL notices?

  Business Response

  Date: 02/29/2024

  Complaint # ********
  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 22, 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 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 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 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. 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 January 13, 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 22, 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 her 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, 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 February 22, 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.
  
  Additionally,if ************ would like to lessen the amount of email she receives from Classmates, she can view the following from the Classmates *********** that provides information on how to subscribe or unsubscribe from optional emails: ******************************************************************-How-do-I-subscribe-to-or-unsubscribe-from-email-subscriptions alternatively, she can unsubscribe from any elective email subscriptions by clicking on the unsubscribe link in each of the optional emails she receives from Classmates. ************ she note that as part of her Classmates membership, she is still required to receive transactional customary business emails from Classmates. These types of communications include receipt emails, automatic renewal reminder emails and other emails that contain important information about her Classmates account.
  
  This information should 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: 03/18/2024

  I don't believe you addressed my complaint about the less than remarkable or noticeable notice of renewal.

   

  You did repeat what the company correctly  told me as their stated current policy.

   

  It would be useful and tip the scales closer to "even ******" if the company were required to make notice of the auto renewal more prominent and consumer-sensitve, consumer friendly rather than corporate slick.

   

  But thank you for your effort.

   

• Initial Complaint

  Date:02/18/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had unsubscribed prior to 2/5/24 Noticed a transaction to credit card statement classmates for ***** dollars charged on 2/5/24. Initial membership was annual. Never opted for auto pay. Classmates used and charged my card without my knowledge. Their claim is that they informed me of their policies, but is not so. When I told them I had unsubscribed a couple months ago they said there is no return policy. It was clear from the contacts reaction and tone that I was being taken advantage of. I cannot prove it but I believe they fabricate some of the contacts I receive.

  Business Response

  Date: 02/22/2024

  Complaint # ********
  Consumer:*****************************
  
  We are in receipt of the complaint filed by ****************** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ****************** of the Automatic Renewal Program.
  
  ***************** purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on February 5, 2023 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, ****************** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $60.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings at any time. ****************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 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 this reminder to ****************** on December 27, 2023 to the email address associated with his account, which is the same email address as listed in his complaint.
  
  This reminder email provided information that Mr. ******** 1-year membership would automatically renew on February 4, 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 or contact Classmates prior to his renewal date and, as a result, his membership was renewed for an additional term and his payment method was charged $60.00 on February 5, 2024, in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm ****************** has been removed from the automatic renewal program and his paid membership subscription has been placed in manual renewal. His paid membership subscription will therefore lapse on February 5, 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 purchases a paid membership subscription in the future.
  
  Additionally,as ****************** is aware, Classmates is an online alumni directory website. Users register on the website under their personal name, the name of the school they attended and for the years in which they attended their school. Additional personal information, such as photos, biographies and other profile content are at the discretion of the user to provide and share. All members are able to peruse and visit profiles of any other member on the Classmates website.
  
  Since any other member can visit another member of the Classmates website, Classmates does not guarantee that an individual may know the person who has visited their profile. Information regarding this feature can be found in the Classmates *********** and when a user clicks on the circle i icon on the Profile Visitsfeature page on the Classmates website and is attached here 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: 03/02/2024

   
  Complaint: 21312130
  I don't know how attach files,  I do know they never sent me any e_mails about renewals and dates.  If you look at the bottom of the classmates page there an unsubscribed.  I did that on Feb 5 2024 when I noticed a charge on my cc.  On the file they attached they had Jan 3 24.  I could care less about the sixty dollars but they are taking advantage of people with this computer misinformation.  I would caution anyone to not participate.  Furthermore they use classmates to make you think they trying to communicate with you.  Ask them for a copy of my contacts and you will its clearly them just sending classmates names to me.  like many scammers that operate today they know how to protect themselves.  thank you BBB for your help in this matter.  Respectfully ***********************
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/13/2024

  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.

  Classmates.com charged me $96 and renewed my membership for two years beginning on Feb. 12, 2024 (to Feb. 12, 2026.)I never authorized them to renew my membership. They did not send me any notice right before they renewed. When contacted, they said that they had me on automatic renewal. They also claimed that they sent me notice on 1/3/24 that I was about to renew. They did not send such a notice. I see that many other people have complained of this same problem. Buyer beware.

  Business Response

  Date: 02/22/2024

  Complaint number: 21286726
  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 12, 2022, **************** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, **************** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $96.00 for each renewal, and that she could visit the Account portion of the website to change her automatic renewal preference at any time. **************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of 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 **************** 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 3, 2024 to the email address associated with her account, which is the same email address as listed in her complaint. A screen shot showing the email send history from Classmates email systems to **************** is attached for your review.           
  
  This reminder email provided information that **************** 2-year paid membership subscription would automatically renew on February 12, ********************************************************************************* the amount of $96.00 on her next renewal date. The renewal reminder included instructions on how to change her renewal status and also included a phone number and a link to contact Classmates if she needed assistance with canceling her renewal. The subject line of the renewal reminder was Your Classmates.com Membership Anniversary Updated Pricing.
  
  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 12, 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. **************** subsequently filed a payment dispute with her financial institution on or about February 16,2024. As part of the chargeback process, **************** renewal fees were refunded to her financial institution and her Classmates membership reverted to a free account. **** has not yet ruled on the chargeback dispute. Should **** rule the subscription fees are valid charges, the fees will be returned to Classmates.
  
  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: 03/04/2024

  Classmates absolutely did NOT send me reminders that my subscription was about to automatically renew. If they had done that, I would never have renewed my subscription. There are 100s of complaints about this exact same matter on your website.And their response is filled with lies about what they communicated to me. 

  My credit card company has already credited my account so clearly they find Classmates business practices sketchy, too.

   

• Initial Complaint

  Date:02/13/2024

  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 charged $60 by classmates.com on Feb 12 2024 after I turned off the auto renewal feature on their website multiple times in December, January, February.I even removed my credit card information by using the delet button My Renewal on their website is not due until the end of March I called Classmates.com talked to 2 people The reply was very rude Was told NO REFUND TO CUSTOMER FOR ANY REASON WAS TOLD THEIR POLICY WAS THAT THEY ARE A NO REFUND COMPANY FOR ANY REASON EVEN IF IT THEIR MISTAKE

  Business Response

  Date: 02/15/2024

  Complaint number: 21285258
  Consumer name: *********************
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ***** in connection with his Classmates+ paid membership subscription.
  
  According to our records, Mr. ***** has two accounts on the Classmates website:
  
  Registration Number *************: This membership was created on November 10, 2017. The email address associated with this account is ***************** Mr. ***** last accessed this account on February 13, 2024. I deleted this duplicate account on February 15, 2024. This account was a free account, however, ************** had multiple prior paid memberships associated with this account. This is the account and the email address that received the Expired 58% Discount email offer, a snapshot of which ************** included in his complaint. A copy of the email send history from Classmates email systems showing this specific email offer was sent to this account and to the above email address on February 10, 2024 is attached for your review.
  
  Registration Number **********:  This membership was created on December 18,2010. The email address associated with this account is *********************** This account was last accessed on February 13, 2024. ************* purchased a 1-year automatically renewing paid membership on this account on February 12, 2023. After this account renewed on February 12, 2024, ************* removed his payment information from the account. The Account &Billing screenshot that ************** included in his complaint is from this account after ************** removed his payment information.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ***** of the Automatic Renewal Program.
  
  ************** purchased a 50% off introductory 1-year automatically renewing paid membership on February 12, 2023, in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, ************** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $60.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings at any time.************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). 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 states:
  
  "Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website,clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  And the No Refund Policy section located under the ***** Services" portion of the Terms of Service states:
  
  All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your **** Services reinstated.
  
  Shortly thereafter, ************** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained ****************** membership registration number, the amount ************** paid for his paid membership, his renewal date, and a reminder that no portion of his paid membership fees were refundable and that his paid subscription would renew unless he chose to cancel by visiting the Accountportion of the website prior to his renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates 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 1- or 2-year membership subscription an automatic renewal reminder. A review of Classmates email logs indicate that ************** was sent this renewal reminder on received his most recent automatic renewal email reminder on January 3, 2024 to the ******* email address associated with this account.
  
  This reminder email provided information that Mr. *****s 1-year membership would automatically renew on February 15, 2024, in the amount of $60.00 unless he changed his renewal status prior to its renewal date as well as instructions on how to cancel his paid membership online. The email also included a phone number to call Classmates as well as a link to email the Classmates ********************** if he needed assistance in canceling 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 Mr.***** is attached for your review.
  
  According to our records, ************** did not opt out of the automatic renewal program or contact Classmates prior to his renewal date, and,as a result, his membership was renewed for an additional term and his payment method was charged $60.00 on February 12, 2024 in accordance with the disclosures and the Terms of Service that he initially agreed to during his initial 2023 purchase. 
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm that ************** has been removed from the automatic renewal program and this paid membership subscription will lapse on February 12, 2025 and will then revert to a free Classmates account. ************** will not be charged any additional subscription fees unless he proactively extends his current paid membership term or purchases an additional paid membership subscription in the future.
  
  This information should successfully resolve ****************** complaint. Should your office or Mr. ***** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer Answer

  Date: 02/26/2024

  I REMOVED MY CREDIT CARD INFORMATION MULTIPLE TIMES AND OPT OUT OF AUTO RENEWAL MULTIPLE TIMES WAY BEFORE DUE DATE.

  SO THEREFORE I SHOULD NOT HAVE BEEN CHARGED ANYTHING.

  SO AM I GETTING A REFUND OR NOT?
  

  Customer Answer

  Date: 02/26/2024

  THEY DELETE BOTH MY ACCOUNTS

  EVEN THE ACCOUNT THEY CHARGED ME FOR. THAT THEY SAY IS GOOD TIL 2025..   I CAN NOT ACCESS IT NOW !
  

  SO THERE FOR I SHOULD BE GIVEN A REFUND !!!

  OR THEY ARE STEALING MY MONEY IF I CAN NOT ACCESS MY ACCOUNT

   

  I DID REMOVE MY CREDIT CARD, AND ALSO OPT OUT OF RENEWAL BEFORE THE DUE DATE.  BOTH IN DECEMBER AND JANUARY.

   

  SO THERE FOR I SHOULD NOT HAVE BEEN CHARGED
  

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 21285258
  
  I am rejecting this response because:  I SHUT OFF THE **** RENEWAL AND REMOVED MY CREDIT CARD INFO

  THE ALSO SHUT OF ACCOUNT THE THE TOOK MY MONEY FOR AFTER I SAID NO AND REMOVED MY PAYMENT INFO

  Thats called stealing my money!
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 02/26/2024

  See above photos I can not enter account that they say is turned on until 2025

   

  I do not want it

  so refund my money since they shut off my account and have my money too
  

  Business Response

  Date: 03/12/2024

  Complaint number: 21285258
  Consumer name: *********************
  
  We are in receipt of the supplemental response filed by Mr. ***** in connection with his Classmates+ paid membership subscription.
  
  Classmates filed a response to Mr. ****** original complaint on February 15, 2024.
  
  On or about February 22, 2024, ************** filed a chargeback dispute with his Discover card. As part of a chargeback proceeding, the subscription fees are returned to the customers credit card until Discover determines whether the charges are valid. If Discover determines the charges are valid,the subscription fees are returned to the vendor. Once subscription fees are returned to the customer during a chargeback dispute, the customers account then reverts to a free Classmates membership.
  
  ************** then deleted his payment information from his Classmates account. Once this information is deleted, no payment information will appear in the customers Billing Information under the Account section of the website (Mr.*****s classmates 3.png attachment).
  
  ************** purchased a 50% discounted 2-year paid membership on the Classmates website in the amount of $48.00 on February 29, 2024 using a PayPal account.
  
  ************** attempted to log in to his Classmates account using the wrong email address. Mr. *****s remaining Classmates account is associated with a ******* email address (Mr. *****s classmates.png attachment). ************** was able to access his Classmates account and was most recently active on this account on March 8, 2024.
  
  Discover subsequently ruled in Classmates favor and returned Mr.*****s $60.00 subscription fees to Classmates.
  
  Since Discover returned Mr. *****s $60.00 subscription fees to Classmates and ************** had purchased a second paid membership subscription in the amount of $48.00, I have provided a refund of the $48.00 duplicate payment and reinstated Mr. *****s 1-year paid membership subscription. This 1-year paid subscription will lapse on March 12, 2025 and will then revert to a free Classmates membership. This paid membership subscription will not automatically renew. A copy of his membership record is attached for your review.
  
  If ************** would prefer to delete his Classmates account, I can delete his account on his behalf, however, this will result in the forfeiture of his 1-year paid membership subscription fees. If he would like to delete his account and forfeit his paid membership fees, he can affirmatively notify me at [email protected].
  
  This information should successfully resolve ****************** complaint. Should your office or Mr. ***** have any questions or need additional information, please feel free to contact me at ******************************************.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:02/08/2024

  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 am trying to upgrade my Classmates membership to be able to contact people. I have filled out the form, including my **** info, but, have not had any confirmation. I would really like to be able to do this.

  Business Response

  Date: 02/09/2024

  Complaint number: 21266917
  Consumer name: **********************************************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ********************************* in connection with her inability to upgrade her free Classmates membership to a paid account.  
  
  Classmates is aware that a small percentage of members were unable to upgrade their free accounts to a paid subscription. This technical issue has been resolved and free members should now be able to complete the purchase process and upgrade their memberships.
  
  In appreciation of ************************** patronage, I have provided ********************************* with a free 1-month paid membership on February 9,2024. This paid membership won't automatically renew and will expire on March 9, 2024. Her membership will then revert to a free basic membership. If ******************************** would like to continue with a paid membership after that date,she can upgrade her membership using the links on the Classmates.com website.
  
  Classmates appreciates ********************************* contacting us regarding her experience.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  
  

• Initial Complaint

  Date:02/07/2024

  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 was charged an auto renewal on an account that was auto pay via my PAyPal account. I do not wish to renew. I did not sign up to put this account on auto pay (they must do so automatically) and the email account associated with this account is a dormant account that I do not utilize any longer. I called on day 1 of the renewal after being notified by Paypal of the payment and informed them I do not use Classmates and I do not wish to renew for a further two year period ( I missed entirely their first renewal) and wanted an immediate refund but they declined. All I want is a return of my $96.

  Business Response

  Date: 02/15/2024

  Complaint number: 21259359
  Consumer name: *******************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************** regarding his Classmates+ membership subscription.
  
  According to our records, ************** has two different Classmates accounts:
  
  Registration Number *************: This membership was created on January 9, *********************************************** his complaint. This membership is currently a free Classmates account.
  
  Registration Number **********:  This membership was created on January 10,2008 with a gmail email address. ************** purchased a 2-year automatically renewing paid membership on this account on February 7, 2020 using a PayPal account. On February 7 2022 and on February 7, 2024 this membership automatically renewed in the amount of $96.00. This membership is the subject of ************** 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 the account holder of the Automatic Renewal Program.
  
  As noted above, ************** purchased an introductory 50% discounted 2 year automatically renewing paid membership under his ********** membership account on February 7, 2020 using a PayPal account. 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 payment method would be charged $72.00 for each renewal, and that he could visit the Account portion of the website to change his renewal preference at any time. ************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).
  
  The "Automatic Renewal Program" section located under the ***** 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 gmail email address associated with this account. This email contained Mr. ****** registration number, the amount he paid for his paid membership, the renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Accountportion of the website prior to his renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates 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.
  
  Additionally, Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. Classmatesemail logs indicate these renewal reminders were sent to ************** on December 29, 2021 and on December 29, 2023 to the email address associated with his account.
  
  The 2021 email reminder provided information that Mr. ****** 2-year membership would automatically renew on February 7, 2022 unless he changed his renewal status prior to his renewal date and that the full price of a 2-year membership renewal was increasing from $72.00 to $96.00 starting with his next renewal date. The subject line of the renewal reminder was Notification -Price Change for Your Classmates+ Membership Renewal.
  
  The 2023 email reminder provided information that Mr. ****** 2-year membership would automatically renew on February 7, 2024 in the amount of $96.00 unless he changed his renewal status prior to his renewal date and included the phone number and links to contact Classmates if he needed assistance with changing his renewal status prior to his renewal date.
  
  According to our records, ************** did not opt out of the automatic renewal program or contact Classmates prior to either of these renewal dates and, as a result, his membership was renewed in 2022 and in 2024 and his PayPal account was charged $96.00 on their respective renewal dates in accordance with the disclosures and the Terms of Service that he agreed to during his 2020 purchase. 
  
  Per the Terms of Service, Classmates has a no refund policy. However,since ************** has duplicate accounts, I have provided ************** with a one-time courtesy refund in the amount of $96.00 on February 15, 2024. ************** should note this refund in his PayPal account within 5 to 10 days depending on PayPals internal refund policies. Additionally, I have deleted Mr. ****** ********** membership account. Mr. ****** sole remaining Classmates account is now the free membership under registration number *************.
  
  ************** should keep in mind, that per the Terms of Service, he is required to keep his information, particularly his email address, up to date so that he can be notified of important information related to his Classmates account,including automatic renewal reminders.  
  
  This information should successfully resolve Mr. ****** consumer complaint. If ************** or the BBB have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer Answer

  Date: 02/27/2024

  Thank you, i am pleased with the outcome but i will say automatic renewals without confirmation should be outlawed. Thanks again??

  
  

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