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:07/02/2025

  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.

  7/2/2025. Classmates.com placed an unauthorized charge against my credit card. ********** member care associates told me there term and conditions had changed and that is why the charge. I did not sig up for auto renewal nor did I authorize another two year term. please refer to the Word documentI uploaded which includes an thier term and conditions section B, and additional narrative by me.

  Business Response

  Date: 07/03/2025

  Complaint number: 23549822
  Consumer name: ******* ********
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ******** regarding his Classmates+ paid membership subscription.
  
  According to our records Mr. ******** registered and created a free Classmates account on May 7, 2007. On July 2, 2023, Mr. ******** upgraded his free membership and purchased a paid membership subscription. Classmates does not offer single term membership subscription plans. All Classmates membership subscriptions are enrolled in the automatic renewal program at the time of purchase and 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.
  
  As noted above, Mr. ******** purchased an introductory 50%discounted 2-year automatically renewing paid membership in the amount of $48.00 (plus applicable tax) on July 2, 2023. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ******** was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $96.00 (plus applicable tax) for each renewal, and that he could visit the Account portion of the website to change his renewal preference at any time. Mr. ******** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the discounted 2-year purchase page is attached for your review.
  
  Pursuant to the Classmates Terms of Service, policy revisions may occur at any time.Notwithstanding, the applicable Terms of Service at the time of Mr. ******** purchased his paid membership subscription was dated September 19, 2022, and is attached for reference.
  
  The "Automatic Renewal Program" section located under the *************** portion of the September 19, 2022 Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program. you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased. and each subsequent term. for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below. at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current. non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program. you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website. clicking on "Account & Billing and changing your renewal option from automatic' to 'manual" Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. ******** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained Mr. ********* registration number, the amount he paid for his subscription membership, the renewal date, and a reminder that his paid subscription would renew unless Mr. ******** chose to cancel by visiting the Account portion of the website prior to his renewal date and that no portion of any subscription fee is refundable.   
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmatesnavigation drop down in the top portion of the webpage. Underneath the heading Account, they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a paid membership subscription term one year or longer an Automatic Renewal Reminder (AR30). A review of our email logs indicate that Classmates sent Mr. ******** the AR30 email reminder on May 23, 2025 to the email address associated with his account.
  
  The AR30 reminder email provided information that Mr. ********* 2-year paid membership subscription would automatically renew on July 2, 2025 in the amount of $96.00 unless he changed his renewal status prior to his renewal date and instructions on how to change his renewal preference. The AR30 renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with changing his automatic renewal status prior to his renewal date. A representative copy of the AR30 email reminder as well as the email send history from Classmates email systems to Mr. ******** is attached for your review.
  
  According to our records, Mr. ******** did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $96.00 (plus applicable tax) on July 2, 2025 in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.
  
  On July 2, 2025, Mr. ******** contacted Classmates on two separate occasions via phone. I have pulled both call logs and listened to each conversation.During his first phone call at approximately 12:07 pm PST, the *********** Representative explained the automatic renewal program and no refund policy. The representative also removed Mr. ********* paid membership subscription from the automatic renewal program so that his paid membership would not automatically renew in the future. Mr. ******** requested to speak to a supervisor; however,one wasnt available at the time and the representative indicated that a supervisor would return his call within 24 business hours.
  
  The second call was made at approximately 12:41 pm PST. During this call the representative reiterated the information that the first representative had provided to Mr. ******** approximately 40 minutes prior and confirmed that his account had been removed from the automatic renewal program going forward.
  
  The Classmates *********** Representatives did not advise during either telephone communication that term and conditions had changed and that is why the charge occurred as alleged in Mr. ********* complaint. Although Mr. ******** vaguely alluded to a purported April policy change in his second call, he failed to articulate any substantive details. To the extent ************* reference pertains to updates made to the Classmates Terms of Service following his initial subscription purchase, the inclusion of the September 19, 2022 Terms of Service should indicate that no subsequent update affected his paid membership subscriptions automatic renewal status. The Classmates automatic renewal program has remained in continuous effect since at least 2004.
  
  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 Mr. ******** takes any proactive measures to extend his paid membership subscription, his Classmates+ subscription will lapse on July 2, 2027 and then revert to a free Classmates account.
  
  This information should resolve Mr. ********* complaint. Should your office or Mr. ******** have any questions or need additional information,please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I will accept thier historical records as evidense that I was informed of the automatic renewal, even though I have no record of any such email notification this year. I am not satisfied with the end result seeking a refund, however, I will consider this matter closed.  
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:06/30/2025

  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.

  A charge appeared on my Discover credit card on June 9th in the amount of $96. I immediately disputed the charge with my credit card company for the transaction that stated "merchandise". I then went online to determine how to cancel a Classmates subscription, just in case, and followed the direction, terminating my subscription. I contacted Classmates and was sent a copy of a generic "form email", claiming that a notice is sent out automatically to customers. I have since asked for a copy of the actual email with the date and my email address. Responses to the email that I received now have been "muted" so I had to "jump through hoops" to send a message similar to this one. One thing that I found alarming is that I have received emails over the last 2 years encouraging me to sign up for a paid subscription. If I already had one, why would I be "bombarded" with those types of emails? Some might believe those actions to be a bit underhanded, especially when dealing with a 70 year old senior.

  Business Response

  Date: 07/02/2025

  Complaint number: 23540019
  Consumer name: *********** ********
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ******** regarding his Classmates+ membership subscription.
  
  According to our records, Mr. ******** has had three different Classmates accounts associated with the *** email address listed in his complaint:
  
  Registration Number *********: This membership was created on April 19, 2002. This account has always been a free account and has never had a paid account associated with it. This free membership was deleted on the same day it was last accessed, on June 12, 2025.
  
  Registration Number *********: This membership was created on October 26, 2002. This account had one paid ****** membership subscription associated with it from 2005 through 2006 and has been a fee account since May 9, 2006. This membership was last accessed on April 7, 2025. This free account was deleted on June 24, 2025.
  
  Registration Number **********: This membership was created on April 6, 2008. This membership was a free account until Mr. ******** purchased a 2-year automatically renewing Classmates+ membership subscription on June 9, 2023. Mr. ******** last accessed this paid membership on June 30, 2025. This subscription renewed on June 9, 2025 and is the subject of Mr. ********* consumer 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, Mr. ******** purchased an introductory 50%discounted 2-year automatically renewing paid membership under his ********** membership account on June 9, 2023, in the amount of $48.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ******** was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method 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).
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  "Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The No Refund Policy section located under the *************** portion of the Terms of Service states:
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. ******** would have received a paid subscription confirmation email sent to the email address associated with 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 (AR30). Classmatesemail logs indicate this AR30 email was sent to Mr. ******** on April 30, 2025,to the email address associated with his account.
  
  This AR30 reminder email provided information that Mr. ********* 2-year paid membership subscription would automatically renew on June 9, 2025 in the amount of $96.00 unless he changed his renewal status prior to his renewal date and instructions on how to change his renewal preference. The AR30 reminder also included a phone number and a link to contact Classmates *********** if he needed assistance with cancelling his automatic renewal prior to his renewal date. A *********** Representative provided a representative copy of the AR30 email to Mr. ******** on June 25, 2025 per his request. I have attached a representative copy of the AR30 as well as the email send history from Classmates email systems to Mr. ******** for your review.
  
  According to our records, Mr. ******** did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his paid membership subscription was renewed on June 9, 2025 and his payment method was charged $96.00 in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.  
  
  Per the Terms of Service, Classmates has a no refund policy. However,since Mr. ******** had duplicate accounts and he would not have been able to turn off the automatic renewal setting had he logged into his free accounts, I have provided Mr. ******** with a one-time courtesy pro-rated refund in the amount of $93.11 on July 1, 2025. Mr. ******** 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. Mr. ********* Classmates account has reverted to a free membership, and he wont be charged any future subscription fees unless he proactively purchases a paid membership subscription in the future.
  
  This information should successfully resolve Mr. ********* consumer complaint. If Mr. ******** or the BBB have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 07/09/2025

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

• Initial Complaint

  Date:06/24/2025

  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 company continues to inundate me with emails. I have unsubscribed several times yet they continue to send them. I would like to terminate my business with them. They continue to draft money from my checking account. I want to cut my ties with this Classmates organization. Thank you!!

  Business Response

  Date: 06/24/2025

  Complaint number: 23511444
  Consumer name: ******** ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. *******
  
  According to our records, Mr. ****** created a free Classmates account on June 9, 2025. Our records do not indicate that Mr. ****** purchased a paid membership subscription.
  
  Per his request, I have deleted his free Classmates membership and removed his information from the Classmates website on June 24, 2025. Mr. ****** may continue to receive residual emails from Classmates over the next 10 days.Residual emails are emails that are already queued to be delivered to our members in our email delivery system. Mr. ****** should feel free to disregard these emails.  
  
  While we are sorry to see Mr. ****** go, we appreciate the time he spent as a Classmates member.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  www.classmates.com
  

• Initial Complaint

  Date:06/22/2025

  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.

  Regarding Classmates Website On 22/06/25 I was charged $96.00 for a 2 year renewal fee from Classmate that I wasn't aware of. I was never given notice of the renewal or the fact that the 2 year subscription was going from $48.00 usd to $96.00. I would have never agreed to paying $96.00 usd which transfers to $155.21 AUD. I have submitted a complaint with ********* to not process the fee through ******, as I have recieved notification from ****** about the payment but it had not been processed by ********* at this time. I feel that a company that sets up a renewal process program that they should have to notify the subscribers before the renewal happens as well as their price increases at the time of the renewal. As I live in ********* communication with Classmates is difficult for me.

  Business Response

  Date: 06/23/2025

  Complaint number: 23502731
  Consumer name: **** ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  Mr. ****** purchased an introductory 50% discounted 2-year automatically renewing paid membership subscription in the amount of $48.00 US on June *******. On the payment information page of the paid membership purchase process,prior to completing his purchase, Mr. ****** 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 $96.00 US for each renewal,and that he could visit the Account portion of the website to change his renewal preference at any time. Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the discounted 2-year purchase page is attached fo your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such *************.Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The No Refund Policy section located under the ***************portion of the Terms of Service states:
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. ****** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained the 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 and that no portion of any membership 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 right portion of the webpage underneath the My Classmates drop down navigation menu. Underneath the Account heading, they will see an "Account & Billing" link listed on the page. Once the member clicks the link and logs into their account, they are presented with information about their paid account,including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Since 2017 Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder (AR30). According to our email logs, Classmates sent Mr. ****** this AR30 reminder on May ******* to the email address associated with his account, which is the same email address as the one listed in his consumer complaint.
  
  The AR30 reminder provided information that Mr. ******* 2-year paid membership subscription would automatically renew on June 22, 2025 in the amount of $96.00 unless he changed his renewal status prior to his renewal date.The renewal reminder included directions on how to change his renewal status as well as information on how to contact Classmates via phone or email in the event he needed assistance in canceling his paid membership subscription. A representative copy of the AR30 reminder email and the email send history from Classmates email systems to Mr. ****** is attached for your review.
  
  According to our records, Mr. ****** did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $96.00 US in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.  
  
  Per the Terms of Service, Classmates has a no refund policy. However,as a matter of customer courtesy, I have authorized a refund to Mr. ****** in the amount of $96.00 US on June 23, 2025. Mr. ****** should note this refund within the next 5 to 10 days depending on ******* internal refund policies.
  
  This information should successfully address Mr. ******* consumer complaint. If the BBB or Mr. ****** needs any additional information regarding this matter, please contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  
  

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an unauthorized charged of $21.60 for a membership I did not want. I removed my card from my account a month prior and Classmates charged my account today without my permission. I was told payments are set on auto payment whether you remove your card or not. You have to remove auto pay which I wasn't aware of until today considering I removed my card from the account. I asked for a refund and they refuse. How can a company charge your card and store your information after you remove it from the account? That is theft.

  Business Response

  Date: 06/27/2025

  Complaint number: 23497056
  Consumer name: ******** ********
  
  We are in receipt of the consumer complaint filed by Ms. ******** 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 Ms. ******** of the Automatic Renewal Program.
  
  Ms. ******** purchased an introductory 50% discounted 3-month automatically renewing paid membership on March 8, 2025, in the amount of $10.80. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ******** 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. Ms. ******** 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).  
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  "Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The No Refund Policy section located under the *************** portion of the Terms of Service states:
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly after her purchase, Ms. ******** would have received a paid subscription confirmation email sent to the email addresses associated with her account. This receipt email contained Ms. ******** membership registration number, the amount Ms. ******** paid for her membership subscription, her renewal date, the renewal amount 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.
  
  On May 29, 2025, Classmates sent Ms. ******** an email notice (AR7) that her introductory pricing term was about to expire and that her membership subscription would renew at the standard full price of $21.60 on June 8, 2025 unless she cancelled her paid membership subscription prior to that date. The email also contained information on how to cancel her paid membership and a reminder that no portion of any membership subscription fees are refundable. A representative copy of this AR7 email reminder as well as the email send history from Classmates email systems to Ms. ******** is attached for your review. 
  
  According to our records, Ms. ******** did not opt out of the automatic renewal program or contact the Classmates ********************** prior to her renewal. As a result, her membership was renewed for an additional 3-month term and her payment method was charged $21.60, per the Terms of Service she agreed to during her initial purchase. The payment, however, was not processed on ********************** account until June 20, 2025. Ms. ******** did not remove her Classmates account from the automatic renewal program until after her payment was processed on this date. A copy of the automatic renewal change history for Ms. ******** account is attached for your review. The screen shot attached by Ms. ******** in her complaint indicates that Ms. ******** credit card information was still on file after she change her automatic renewal settings on June 20, ***** as the last 4 digits of her credit card can be seen in the screen shot.  
  
  Terms of Service, Classmates has a no refund policy. I can confirm that Ms. ******** successfully removed her account from the automatic renewal program and that her paid membership subscription will lapse on September 20, 2025,and will then revert to a free Classmates account. She will not be charged any additional membership subscription fees unless she proactively extends her current paid membership subscription term, or she purchases a paid membership subscription in the future.
  
  This information should successfully resolve Ms. ****************** Should your office or Ms. ******** have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:06/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged on my credit card on July 17, 2025I was billed an annual renewal for the service when my account was net set to automatically renew. I called on July 19, 2025 and was told I could not get a refund. My account was set on Manual renewal which means I was supposed to be notified before renewal.

  Business Response

  Date: 06/27/2025

  Complaint # ********
  Consumer:*** ***********
  
  We are in receipt of the complaint filed by Mr. *********** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. *********** of the Automatic Renewal Program.
  
  ************** purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on June 17, 2019 in the amount of $24.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. *********** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $48.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings at any time. Mr. *********** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual."Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. *********** would have received a paid subscription confirmation receipt email sent to the email address associated with his account. This email contained Mr. ************* membership registration number,the amount Mr. *********** 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 Account portion of the website prior to his renewal date and that no portion of any subscription fees are 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 (AR30). A review of our email logs indicates Classmates sent this AR30 reminder every year to Mr. *********** on May 8 from 2020 through 2025 to the email address associated with his account, which is the same email address that is listed in his consumer complaint.
  
  The 2022 reminder email provided information that his 1-year paid membership subscription would automatically renew on June 17, 2022 unless he changed his renewal status prior to his renewal date and that the full price of a 1-year membership renewal was increasing from $48.00 to $60.00 starting with his next renewal date. The subject line of the renewal reminder was Notification -Price Change for Your Classmates+ Membership Renewal.
  
  *************** most recent renewal reminder provided information that Mr. ************ 1-year membership would automatically renew on June 17, 2025 unless he changed his renewal status prior to its renewal date and instructions on how to cancel his paid membership online and included a phone number to call Classmates as well as a link to email the Classmates ********************** if he needed assistance in cancelling his paid membership prior to its renewal. A representative copy of the most recent AR30 renewal reminder as well as the AR30 email send history from 2020 through 2025 from Classmates email systems to ************** is attached for your review.
  
  According to our records, Mr. *********** did not opt out of the automatic renewal program or contact Classmates prior to any of his paid membership subscription renewal dates, and, as a result, his paid membership was renewed for additional 1-year terms and his payment method was charged $60.00 for his most recent renewal in accordance with the disclosures and the Terms of Service that he agreed to during his 2019 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. However, as a matter of courtesy, I have provided Mr. *********** with a one-time courtesy pro-rated refund in the amount of $58.36 on June 27, 2025. Mr. *********** will 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 policy. Mr. ************ Classmates account has reverted to a free membership and he will not be charged any additional membership fees unless he proactively purchases a paid membership subscription in the future.
  
  This information should successfully resolve Mr. ************* complaint. Should your office or Mr. *********** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:06/14/2025

  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 without my consent auto checked a box for a auto renewal with out my consent. I requested for them to refund me the amount and cancel my membership but they refused.I reported the issue immediately within a hour of seeing the ***** charge on June 11th even while it was still pending. I emailed them and they refused to refund my money stating they have a no refund policy and that I should use the service the next two years and they will not renew it after that period.I was not given any prior notice or a opportunity to cancel this unknown paid membership. I am requesting a refund for the two year auto renewal that was made without my consent and proper notice. I do not use the service regardless and never checked a auto renewal box. Any other business gives me prior notice before any auto renewal or auto shipping of a product to give me a opportunity to accept or decline.

  Business Response

  Date: 06/16/2025

  Complaint number: 23470726
  Consumer name: Sunday *****
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ***** 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 Ms. ***** of the Automatic Renewal Program.
  
  Ms. ***** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00 on June 9, 2023. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $96.00 for each renewal,and that she could visit the Account portion of the website to change her renewal preference at any time. Ms. ***** 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 discounted 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Ms. ***** would have received a paid subscription confirmation email sent to the email address associated with her account.This email contained Ms. ****** registration number, the amount she paid for her subscription membership, the renewal date, and a reminder that her paid subscription would renew unless Ms. ***** 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. A representative copy of the receipt email is attached for your review. 
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmatesnavigation drop down in the top portion of the webpage. Underneath the heading Account, they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a paid membership subscription term one year or longer an Automatic Renewal Reminder (AR30). A review of our email logs indicate that Classmates sent Ms. ***** this AR30 email reminder on April 30, 2025 to the email address associated with her account, which is the same email address as listed in her complaint.
  
  The AR30 reminder email provided information that Ms. ****** 2-year paid membership subscription would automatically renew on June 9, 2025 in the amount of $96.00 unless she changed her renewal status prior to her renewal date and instructions on how to change her automatic renewal preference. The renewal reminder also included a phone number and a link to contact Classmates if she needed assistance with changing her automatic renewal status prior to her renewal date. A representative copy of the AR30 email reminder as well as the email send history from Classmates email systems to Ms. ***** is attached for your review.
  
  According to our records, Ms. ***** did not opt out of the automatic renewal program or contact Classmates prior to her renewal date and,as a result, her paid membership subscription was renewed for an additional term and her payment method was charged $96.00 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 that Ms. ****** paid membership subscription has been removed from the automatic renewal program and unless Ms. ***** takes any proactive measures to extend her current paid membership subscription term, her Classmates+subscription will lapse on June 9, 2027 and then revert to a free Classmates account.
  
  This information should resolve Ms. ****** complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  
  

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23470726
  
  I am rejecting this response because I did not use the service. Did not check the auto renewal or use their service. There emails were spammed. I responded within minutes of the charge. My bank agreed that the fee be refunded to me and refunded the amount.

  To that end I am satisfied with the outcome not Classmates.com actions.

  Customers beware this company doesn't care if you use their service or not.

  
  Sincerely,
  
  Sunday *****

• Initial Complaint

  Date:06/11/2025

  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 ordered The Three Month Plan for $10.80 3 months ago. Immediately after ordering I got on Classmates website and put a DO NOT DO AN AUTOMATIC RENEWAL. Made a printed copy of this information. I even sent them an email to make sure they would not renew ******** up this morning and noticed Classmates had charged me $21.60 for a renewal. Called Classmates and explained situation. Was told by a female (*****) that the automatic renewal was on. Explained to her that I did NOT put it back on auto renewal. In fact I printed out my copy that stated TURN OFF AUTO RENEWAL this morning and the day I ordered the $10.80 plan. ***** said someone had turned it back on auto renew.Explained NO I did NOT. I even have a copy printed out that supports my claim. Asked ***** for a reference number and was given number *******. They refused to return my money even with my information showing DO NOT RENEW. After I printed out the papers this morning stating DO NOT RENEW, they went back and changed my DO NOT RENEW TO RENEW. i HAVE COPIES OF ALL INFORMATION.

  Business Response

  Date: 06/11/2025

  Complaint number: 23454617
  Consumer name: ****** ********
  
  We are in receipt of the consumer complaint filed by Ms. ******** 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 Ms. ******** of the Automatic Renewal Program.
  
  Ms. ******** purchased an introductory 50% discounted 3-month automatically renewing paid membership on March 11, 2025 in the amount of $10.80. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ******** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged the standard full term price of $21.60 for each renewal period, and that she could visit the Account portion of the website to change her renewal status at any time. Ms. ******** 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).
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  "Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The No Refund Policy section located under the *************** portion of the Terms of Service states:
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Ms. ******** 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 Ms. ******** 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, Ms. ******** changed her automatic renewal settings on multiple occasions. On March 11, 2025, shortly after she purchased her paid membership, she removed herself from automatic renewal. However,on April 8, 2025, Ms. ******** placed her account back in automatic renewal.
  
  Since Ms. ******** changed her paid membership status back to automatic renewal on April 8, 2025, Classmates sent Ms. ******** an email renewal notice (AR7) on June 1, 2025 to notify her that her introductory pricing term was about to expire and that her membership subscription would renew at the standard full price of $21.60 on June 11, 2025 unless she cancelled her paid membership subscription prior to that date. The email also contained information on how to cancel her paid membership and a reminder that no portion of any membership subscription fees are refundable. A representative copy of this AR7 email reminder as well as this email send history from Classmatesemail systems to Ms. ******** is attached for your review. 
  
  Ms. ******** did not remove herself from the automatic renewal program again or contact the Classmates ********************** prior to her renewal date. As a result, her membership was renewed for an additional term and her payment method was charged $21.60 on June 11, 2025, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.
  
  After Ms. ******** subscription renewed on June 11, 2025, she spoke to a Classmates *********** Representative, *****. This representative explained that Ms. ******** changed her renewal status back to automatic renewal on April 8, 2025, which resulted in her renewal on June 11, 2025. The representative explained the no refund policy and paused the automatic renewal on Ms. ********* account so that her paid membership subscription would lapse on September 11, 2025. However, Ms. ******** subsequently changed her automatic renewal status an additional 3 times after she spoke to this representative. A copy of the automatic renewal change history recorded by our systems is attached for your review. 
  
  Per the Classmates Terms of Service, Classmates has a no refund policy. However, as matter of customer courtesy, I have provided Ms. ******** with a one-time only refund in the amount of $21.60 on June 11, 2025. Ms. ******** will 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. In the meantime, Ms. ******** paid membership has reverted to a free Classmates account. Ms. ******** will not be charged for any additional paid membership subscriptions again unless she proactively purchases a paid membership subscription in the future.
  
  This information should successfully resolve Ms. ******** consumer complaint. If your office or Ms. ******** have any additional questions, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 06/18/2025

  I accept Classmates refunding my money to my bank account and this
  should end this problem.  Thank you, ****** ********

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my subscription well over 6 months ago. I did this because I realized the views I supposedly was getting werent real and I no longer wanted the service. I woke up to a charge to ****** for $60 saying it was an automatic payment. I checked ******, it was not. There was nothing set up on ******* end for that. I check to see what card was charged, they charged my bank account not even a specific card which is very strange considering the card they charged previously was still active and I wasnt touched. I emailed support and received a generic email stating I can cancel my account but not reference to me asking for a refund since I had cancelled it over 6 months prior. I emailed them the DAY the charge went through. I cant even go into my account and attempt to once again cancel the membership and just delete my account because I keep getting an error code both on my phone as well as on my laptop. I am currently without a job or ******** and that $60 should have never been taken out. This needs to be remedied immediately.

  Business Response

  Date: 06/12/2025

  Complaint # ********
  Consumer:********* *****
  
  We are in receipt of the complaint filed by Ms. ***** 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 Ms. ***** of the Automatic Renewal Program.
  
  Ms.***** purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on June 5, 2024 in the amount of $30.00 using her ****** account. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** 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. Ms. ***** 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).
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Ms. ***** 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 Ms. ***** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew in the amount of $60.00 unless she chose to cancel by visiting the Account portion of the website prior to her renewal date and that no portion of any of her paid membership subscription fees were refundable.
  
  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 who are enrolled in a 1- or 2-year automatically renewing subscription term a renewal reminder (AR30). A review of our email logs indicates Classmates sent this AR30 reminder to Ms. ***** on April 26, 2025 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 June 5, 2025 in the amount of $60.00 unless she changed her renewal status prior to her renewal date and included instructions on how to cancel her paid membership online. The email also included a phone number to call Classmates as well as a link to email the Classmates ********************** if she needed assistance in canceling her paid membership prior to its renewal. A representative copy of this AR30 renewal reminder as well as the email send history from Classmates email systems to Ms. ***** is attached for your review.
  
  According to our records, Ms. ***** did not opt out of the automatic renewal program at any time during her paid membership subscription term nor did she contact Classmates prior to her renewal date. As a result, her membership was renewed for an additional term and her ****** account was charged $60.00 on June ****** in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm Ms. ***** 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 June 5, 2026, and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to her ****** account unless she proactively extends her current paid membership subscription or purchases a paid membership subscription in the future.
  
  According to our records, Ms. ***** last accessed her Classmates account on June 8, ****** can delete her account upon request, but this will forfeit her $60.00 subscription fee. To proceed, she must provide written confirmation acknowledging the forfeiture via the BBBs dispute resolution portal.
  
  This information should resolve Ms. ****** complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23441990
  
  I am rejecting this response because: Its interesting to me how you all cant respond to questions via customer service when I already stated I had cancelled 6 months prior due to inaccurate and frankly false notifications (I asked the individuals if they had looked etc like the site said and they said no). Your site charged a completely different card than what was NOT authorized this month. I double checked ****** and there was no authorization for it to be used as a recurring payment. I am without a job and currently living on only so much and considering this was something I had previously cancelled and there seems to be a slew of others that have had issues with this very same thing and the fact that your records apparently say something was sent to me when I clearly state above I never received anything? How is that okay? I was willing to let this go and not leave a negative review or try to escalate this further if my money was just refunded. Im incredibly upset and dissatisfied and feel like this is wrong on so many levels. 
  
  Sincerely,
  
  ********* *****

• Initial Complaint

  Date:06/02/2025

  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.

  I contacted classmates. They have been charging me 96. Since 2015 on auto renewal every 2 years. I had no idea this was going on until this week. The email they have on file ************************* is an old work email that was accessible by anyone in my office. I did not sign up for this service and have not used it. They say they have a no refund policy but Im requesting a full refund based on the fact that I have not used or ordered this. Its possible that someone in my office was trying to find out something about my past?? I have no way of knowing. Im asking for a full refund. My email is ************************* My phone number is ************. Thank you for your help in this matter. ***** Tomlin ****.

  Business Response

  Date: 06/11/2025

  Complaint number: 23407558
  Consumer name: ***** ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ****** regarding her Classmates+ paid membership subscription under registration number **********.  
  
  According to our records, Ms. ****** registered and created her Classmates account on November 13, 2006. Ms. ****** remained a free member of the Classmates website until she upgraded her membership and bought a 2-year automatic renewing paid membership subscription on March 24, 2015 using her ****** account.
  
  ********************** 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, Ms. ****** upgraded her free membership and purchased an introductory 50% discounted 2-year automatically renewing paid membership subscription in the amount of $29.50. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ****** 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 then current full standard price for each renewal, and that she could visit the Account portion of the website to change her renewal preference at any time. ********* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such *************.Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  The No Refund Policy section located under the ***************portion of the Terms of Service states:
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  Shortly thereafter, Ms. ****** would have received a paid subscription confirmation email sent to the email address associated with her account.This email contained the Ms. ******* registration number, the amount she paid for her paid membership, the renewal date, and a reminder that her paid subscription would renew unless she member chose to cancel by visiting the Account portion of the website prior to her renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top right portion of the webpage underneath the My Classmates drop down navigation menu. Underneath the Account heading, they will see an "Account & Billing" link listed on the page. Once the member clicks the link and logs into their account, they are presented with information about their paid account,including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder (AR30). Classmates sent Ms. ****** an AR30 renewal reminder in 2017, 2019, 2021, 2023 and in 2025 to the address associated with her account.
  
  Each AR30 renewal reminder provided information that Ms. ******* 2-year paid membership subscription would automatically renew on her next renewal date unless she changed her renewal status prior to her renewal date and directions on how to change her renewal status. Ms. ******* 2019 and 2023 AR30s included information that the full price of a 2-year membership renewal was increasing starting with her next renewal date. A copy of the email send history from Classmates email systems to Ms. ****** is attached for your review.
  
  According to our records, Ms. ****** did not opt out of the automatic renewal program or contact Classmates prior to any of her renewal dates. As a result, her membership was renewed for additional terms in *********, 2021, 2023 and in 2025 and her payment method was charged the then current full-term price per the Terms of Service that she agreed to during her 2015 purchase.  
  
  Per the Terms of Service, Classmates has a no refund policy. However,as a matter of customer courtesy, I have provided her a refund of her most recent membership subscription fees in the amount of $96.00 on June 11, 2025. ********* will note this refund in her ****** account within the next 3 to 5 days depending on ******* internal refund policies.
  
  Ms. ****** should note that, per the Terms of Service, she is required to keep her information updated: For your part, you agree that all information that you provide to us or post on the Services is complete,accurate and up to date. If any of your information changes, you agree to immediately update it. If you fail to update your information or if all or part of your information is (or appears to be) untrue, inaccurate, or incomplete, we may suspend or terminate your account and refuse any and all current or future use of the Services, without refund to you of any fees paid. Classmates requires its members to keep their information, particularly their email address, up to date so that we can notify them of impending changes or updates to their account, such as automatic renewal reminder emails.
  
  Since Ms. ******* email information is out of date and no longer valid, I have terminated her membership and removed her from the Classmates website.
  
  This information should successfully address Ms. ******* consumer complaint. If the BBB or Ms. ****** needs any additional information regarding this matter, please contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************