ComplaintsforClassmates.com

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Recently I was charged by classmates.com for a subscription renew ($72). At first I thought this was some sort of phishing email, it wasn't. I remember creating an account about a decade ago because it said people who knew me were trying to contact me. I never knew any of the people and think it might have been a scam. I also never signed up for auto-renew. Turns out they've been charging me for years(8 years +), somewhere north of $232.50. Maybe more because ****** only keeps records for seven years. I believe they misled me about who was trying to contact me, so I would sign up and didn't properly disclose an auto-renew policy at the time. This company has settled lawsuits for the above negative practices over the year and I believe I'm also a victim. I'm requesting a refund for at least the latest charge.

  Business response

  11/29/2021

  Complaint number: ********
  Consumer name: ******** ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ******* 
  
  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.
  
  Ms. ****** purchased a 50% discounted 2 year auto-renewing paid membership on November 23, 2015. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ****** was 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 $72.00 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).
  
  The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states:
  
  “Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid 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.”
  
  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.
  
  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 gear icon. 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. Ms. ****** would have received the most recent renewal reminder on or about October 23, 2021 at the email address associated with her account. This email reminded Ms. ****** that her membership would automatically renew and included instructions on how to change the automatic renewal settings if Ms. ****** wished to remove herself from the paid membership program.
  
  According to our records, Ms. ****** did not opt out of the automatic renewal program or contact the Classmates Member Care Department prior to the renewal date(s) and, as a result, her paid membership subscription was renewed for an additional term and her payment method was charged $72.00 on November 23, 2021in 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. However, as a matter of customer courtesy, I have provided Ms. ****** with a refund of her most recent renewal fee in the amount of $72.00 on November 29, 2021. She should note this refund in her ****** account within the next 5 to 10 days depending on ******** internal refund policy. Ms. ******* account has now reverted to a free basic Classmates membership.
  
  This information should successfully resolve Ms. ******* complaint. Should your office or Ms. ****** have any questions or need additional information, please feel free to contact me at ******************************.
  
  Sincerely,
  
  Tara *******
  ********* ********* ********** * **
  www.classmates.com
  
  

  Customer response

  11/29/2021

   
  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

  11/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  2 Years ago i closed my accout with PCH classmate.com. They charged me last year for their services i then closed it a year ago again did not ask for my money back now just recently this year they charged me again for their sevices ***** They are taking money out of my checking account with out my permission Please advise.

  Business response

  12/03/2021

  Complaint #: 16175470
  Consumer: ***********************
  
  We are in receipt of the consumer complaint filed by ****************.
  
  A Classmates *********** Representative spoke to **************** via phone on November 23, 2021. Per his request, the representative provided **************** with a full refund of his last membership fee in the amount of $52.46 and removed him from the automatic renewal program. Mr. ******* Classmates account is now a free basic Classmates membership and no further subscription fees will be charged to his account unless he proactively purchases a future paid membership.
  
  As a customer courtesy, I have also authorized a refund of $52.46 for his 2020 membership subscription fee.
  
  **************** should note these funds on his credit card within the next 30 to 60 days depending on his financial institutions billing cycle and internal refund policies.
  
  Should the Better Business Bureau 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

  10/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thanks, I've asked Classmates several times to remove my name from their site and cancel this bogus membership, and to remove my credit card from their database to no avail.

  Business response

  10/29/2021

  Complaint number: 16061454
  Consumer name: ***********************
  
  We are in receipt of the consumer complaint filed by ****************.
  
  **************** has had four Classmates memberships, all created with the email address **************** supplied in his complaint:
  
  Registration No. ************* which **************** created on February 10, 2015 and was deleted on January 3, 2017.
  
  Registration No. ************* which **************** created on January 28, 2021 and was deleted on May 6, 2021.
  
  Registration No. ************* which **************** created on July 1, 2021 and was deleted on July 4, 2021
  
  Registration No. ************* which **************** created on July 23, 2021. Per his request, I deleted this account on his behalf on October 26, 2021.
  
  **************** may continue to receive residual emails over the course of the 10 days after his accounts deletion. Residual emails are emails that are already scheduled to be delivered to our members in our email delivery system. **************** should feel free to disregard these emails.
  
  This information should successfully resolve Mr. ******* complaint. If you 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 response

  10/29/2021

   
  Complaint: 16061454
  
  I am rejecting this response because:

  I want to be completely removed from this internet site period due to national security.

  
  
  Sincerely,
  

  1SG. *******************************, ** Army, Ret. (**** to 2013) 

• Initial Complaint

  10/25/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  never mind the dubious clarity of "terms and conditions." I was told my "subscription"( I had no idea I even had it) would be cancelled, and received email stating refund check would be issued, In july ****. i received email notice credit card would be credited in September. have not received refund in any form, and November is right around the corner. the number of similar complaints against this "service " is remarkable.

  Business response

  10/27/2021

  Complaint number: 16059649
  Consumer name: ***********************
  
  We are in receipt of the consumer complaint filed by ************. I am unable to locate an account with the information ************ provided in her account. However, if ************ can provide me with the below information below,I will research this matter further on her behalf:
  
  - An email address used to complete the registration on the Classmates.com website
  - The registration number of the paid Classmates account; and/or
  - The last 4 digits of the credit/debit card ************ alleges was charged.
  
  She can either provide this information through the BBBs dispute resolution portal or she can email me directly at [email protected].
  
  I look forward to receiving this additional information from ***********.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am filing this complaint on behalf of my dad, ***** ******. On October 13, 2021, his credit card was charged $48 by Classmates.com. He did not sign up for their service and certainly did not sign up for auto-renewal. He did not receive any emails stating that there was a fee due. I contacted Classmates.com that same day via their online form. I requested cancellation and a refund. My dad received an automated response with directions to cancel, but no response to the refund request. Based on my Dad's experience, and the many similar experiences posted here, I believe Classmates.com has misleading, if not fraudulent, billing practices. My dad is a senior living on a fixed income. The unexpected bill matters to him. I would like BBB's help in securing a refund.

  Business response

  10/19/2021

  Complaint #: ********
  Consumer: ***** ******
  We are in receipt of the complaint filed by *** ****** regarding his Classmates paid membership.
  
  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 a 1-year auto-renewing paid membership on October 13, 2020. 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 credit or debit account would be charged the then-current full price 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 "Paid Services" portion of the Terms of Service states:
  "B. Automatic Renewal Program. Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid 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.”
  Shortly thereafter, *** ****** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained *** ******** membership registration number, the amount *** ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the gear icon in the top 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 an automatic renewal reminder. *** ****** would have received this email renewal reminder on or about September 13, 2021 to the email address associated to his account reminding him that his membership would automatically renew in October. 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 credit card was charged $48.00 on October 13, 2021, 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 provided *** ****** a refund in the amount of $48.00 on October 19, 2021. *** ****** will note this refund on his physical billing statement within the next 30 to 60 days (sooner if he banks online) depending on his financial institution’s billing cycle and internal refund policy. *** ******** Classmates account has reverted to a free basic membership and he will not be charged any additional membership fees unless he proactively purchases a future membership subscription.
  
  This information should successfully resolve *** ******** complaint. Should your office or *** ****** have any questions or need additional information, please feel free to contact me at ******************************.
  
  Sincerely,
  
  Tara *******
  ********* ********* ********** * **
  www.classmates.com
  

  Customer response

  10/19/2021

   
  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

  10/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Sunday, 08OCT2021, I went online to classmates.com to notify of membership cancellation and to stop reoccurring payments of $18.00. I provided my email ************************* and my husband’s emails as well as our home address and phone numbers. On 10OCT2021 I received a email from CLASSMATES instructing on how to cancel and how to request a forgotten password. Both attempts failed. I called CLASSMATESat ***** ******** and was told to cancel through the site. I tried logging on as well as retrieve our passwords and keep getting this message Sorry, we couldn't find a Classmates® account matching that information. Did you sign up with a different email address and/or name? Please try again or visit our Help Center.I called Classmates again and was told that no accounts under our names exists. Reoccurring payments are still deducted from my account. Please contact the company on our behalf. Thanks Classmates Online, Inc. **** *** **** ***** **** ******** ********** ***** 

  Business response

  10/19/2021

  Complaint number: ********
  Consumer name: ****** *** ******* ********
  
  We are in receipt of the consumer complaint filed by *** *** **** ******** in connection with *** ******** 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.
  
  
  *** ******** purchased a 3-month auto-renewing paid membership on April 10, 2021. 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 $18.00 for each renewal period, and that he could visit the “Account” portion of the website to change his renewal settings at any time. *** ******** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).
  
  The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states:
  
  “B. Automatic Renewal Program. Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid 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.”
  
  
  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 Mr. Williams 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.
  
  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 gear. 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 Member Care Department prior to his renewal date. As a result, his membership was renewed for an additional term and his payment method was charged $18.00 on July 10, 2021 and every 3 months thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.
  
  According to the Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, Classmates has provided *** ******** with a refund of $18.00 on October 18, 2021. *** ******** should note this refund on his physical billing statement within the next 30 to 60 days (sooner if the ******** bank online) depending on his financial institution’s billing cycle and internal refund policies. His Classmates membership has reverted to a free, basic account.
  
  This information should successfully resolve the ******** complaint. Should your office or the ******** have any questions or need additional information, please feel free to contact me at ******************************.
  
  Sincerely,
  
  Tara M******
  ********* ********* ********** * **
  www.classmates.com
  
  

  Customer response

  10/20/2021

   
  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. In addition, *** ******** does not want any kind of account with classmates (no free/ no paid); close the free account; we do not want any account.
  
  Sincerely,
  
  ****** *** ******* ********

• Initial Complaint

  10/15/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Will not stop spamming me. UNSUBSCRIBED MULTIPLE TIMES HARASSING ME

  Business response

  10/19/2021

  Complaint number: 16027572
  Consumer name: *********************
  
  We are in receipt of the consumer complaint filed by **************.
  
  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. As part of their membership, all members receive emails from Classmates regarding the activity related to their fellow alumni, school affiliations and other member activity.
  
  Some of the email members receive are elective emails that members can opt out of in the Account Email Subscription settings page. Other emails are customary business emails that members are required to receive, such as changes to their account or the Classmates.com website that affects their membership.
  
  A free membership was created on the Classmates website on September 26, ****, using the email address associated with this complaint. A Classmates *********** Representative cancelled this account on October 13,2021 per the request of the account holder.
  
  This email address *** continue to receive residual emails over the course of 10 days after the accounts deletion. Residual emails are emails that are already scheduled to be delivered to our members in our email delivery system. ************** should feel free to disregard these emails.
  
  This information should successfully resolve Mr. ****** complaint. If you 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

  09/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent them a money order for $9.00 and can't get on Classmates.com, I sent them several emails to try to resolve the issue, and they have stopped responding. Please help. Thank you

  Business response

  09/28/2021

  Complaint number: ********
  Consumer name: ******* ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his money order for a 3-month paid Classmates+ subscription purchase.
  
  According to our records, Classmates responded to Mr. ****** via email that we had not yet received his payment on Wednesday, September 22, 2021 and on Thursday, September 23, 2021.
  
  Mr. ******’s money order, dated Saturday, September 18, 2021, was received in our offices on Friday, September 24, 2021. The money order was processed and applied to his Classmates account on Monday September 27, 2021. As noted on the Classmates website, our offices hours are Monday – Friday, from 7:00 am PST - 4:00 pm PST. If Mr. ****** contacted Classmates outside of our hours of operation, he would not have received a response until our offices reopened.
  
  A Member Care representative provided notification on Monday, September 27, 2021 that his payment had been received and processed and his account had been upgraded to a paid Classmates+ membership subscription. Additionally, Mr. ****** would have received a receipt email as well as a Welcome Email as part of his paid membership upgrade.
  
  As noted above, as of September 27, 2021, Mr. ******’s membership is now a paid membership and his paid membership will remain in effect until December 27, 2021 at which time his Classmates account will revert to a free, basic membership.
  
  This information should resolve Mr. ******’s consumer complaint. If your office or Mr. ****** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  Tara McGuane
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer response

  09/28/2021

  
  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

  09/11/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I never select auto-renewals on accounts. This is also true with Classmates. I did not select a 2 year auto-renewal, but they charged me anyway and now refuse to refund the money they took from me without my permission. I have contacted the company and explained my position. They have taken the stance that they do no give refunds. I think it's wrong that a company can sign you up for auto-renewals, without your permission, then simply refuse to give the money back. In my case it was mere minutes since I was charged and I asked for the refund.

  Business response

  09/15/2021

  Complaint number: ********
  Consumer name: ******* ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ****** regarding his 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 the account holder of the Automatic Renewal Program.
  
  Mr. ****** purchased a 2 year auto-renewing paid membership on September 10, 2017. 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 $72.00 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 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states:
  
  “Automatic Renewal Program. Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid 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.”
  
  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 “Account” portion of the website.
  
  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 gear icon. 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, Mr. ****** did not opt out of the automatic renewal program or contact the Classmates Member Care Department prior to his renewal date and, as a result, his membership was renewed for an additional 2-year term and his payment method was charged $72.00 on September 10, 2019, and every two years thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial 2017 purchase.  
  
  Additionally, Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. Mr. ****** would have received this email renewal reminder on or about August 10, 2019 and August 10, 2021. These emails reminded Mr. ****** that his membership would automatically renew and included instructions on how to change the automatic renewal settings if Mr. ****** wished to remove himself from the paid membership program.
  
  According to our records, Mr. ****** has had 3 previous auto-renewing paid memberships since he created his initial Classmates membership on December 26, 2004:
  
  - A 1-year auto renewing membership purchased on December 3, 2007, which renewed for an additional 1-year term until Mr. ****** contacted Classmates and requested a refund, which he received on December 8, 2008 in the amount of $39.00;
  
  - A 3-month auto renewing membership purchased on February 19, 2013, which he placed in manual renewal, and which expired on May 19, 2013; and
  
  - A 1-year auto-renewing paid membership which he purchased on May 20, 2014, which automatically renewed each year until 2016 until Mr. ****** changed his renewal settings to manual renewal.
  
  On Saturday, September 11, 2021, Mr. ****** contacted Classmates via email regarding his most recent automatic renewal charge. On Monday, September 13, 2021, a Member Care Representative provided Mr. ****** with a second courtesy refund in the amount of $72.00 and removed Mr. ****** from the Automatic Renewal Program per his request. His Classmates account then reverted to a free basic membership.  
  
  Per the Terms of Service, which Mr. ****** agreed to each time he purchased a paid membership subscription on the Classmates website, Classmates has a no refund policy. However, Mr. ****** has been provided two courtesy refunds. Mr. ****** should note that if he elects to purchase a future paid membership subscription, no additional courtesy refunds will be granted.
  
  Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  Tara McGuane
  Associate Director, Compliance & IP
  www.classmates.com

  Customer response

  09/15/2021

  
  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

  09/10/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was checking my bank statement and saw a rather large withdrawal from classmates.com for a recurring charge to my account. I am positive i never willfully or knowingly signed up with this company.

  Business response

  09/10/2021

  Complaint number: 13744600
  Consumer name: **********************************************
  
  We are in receipt of the Better Business Bureau complaint filed byMs. Wildemore regarding her paid Classmates membership.  
  
  According to our records, ********************** registered on the www.classmates.com website on April 26,2019 using the email address associated with this complaint and created a free Classmatesmembership. On September 3, 2020, ********************** upgraded her free membershipand purchased a 1-year auto renewing Classmates+ paid membership.  
  
  Classmates provides clear disclosures within the paid membershipprocess that fee-based memberships will automatically renew. Below, I haveoutlined the process and the various places in which Classmates notified *************** the Automatic Renewal Program.
  
  On the payment information page of the paid membership purchaseprocess, prior to completing her purchase, ********************** was specificallynotified that her membership fees were non-refundable, that her membership wouldautomatically renew for the same term each time it reached its expiration dateunless she chose to cancel, that her payment method would be charged $48.000for each renewal, and that she could visit the Account portion of the websiteto change her renewal preference at any time. ********************** was presented withlanguage on this same page stating that, by clicking the button to purchase, sheagreed 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:
  
  Automatic Renewal Program. Upon youracceptance of an offer for the purchase of any subscription-based ****Services, you will be enrolled in our automatic renewal program to help ensurethat there is no interruption in your access to such **** Services. Under thisprogram, you authorize us to automatically renew your subscription at the endof the term of the subscription you purchased, and each subsequent term, forthe same term length of the subscription you initially purchased (unlessotherwise stated in the offer you accepted). Unless you change your renewalstatus as described below, at the time of each such renewal you authorize us tocharge your designated Payment Method at the then-current, non-promotionalprice (unless otherwise stated in the offer you accepted) for the renewal ofyour subscription. If you no longer want to be enrolled in our automaticrenewal program, you can change your renewal status at any time by logging ontothe Account portion ofthe Classmates.com Website, clicking on "Account & Billing" andchanging your renewal option from "automatic" to "manual."Please note that completing these steps will only stop future automaticrenewals of your current subscription and will not impact any automaticrenewals that occurred prior to the date that you completed these steps.
  
  
  Shortly thereafter, ********************** would have received a paid subscriptionconfirmation email sent to the email address associated with her account. Thisemail contained ************************** membership registration number, the amount ***************** for her paid membership, her renewal date, and a reminder that her paidsubscription would renew unless she chose to cancel by visiting the Accountportion of the website.
  
  The "Account" section is accessible from nearly everypage of the Classmates website and is located in the top portion of the webpageunder the gear icon. When a member clicks on Account, they will see an "Account& Billing" section listed on the page. Once the member logs into theiraccount, they are presented with information about their paid account,including the length of the term, the expiration date, and their renewal optionbeing listed as Automatic. If they wish to switch to manual renewal, theysimply have to click on the Turn off automatic renewal link.
  
  An automatic renewal reminder was emailed to ********************** on orabout August 3, 2021 indicating her membership would automatically renew in Septemberunless she changed her renewal status. According to our records, ********************** didnot opt out of the automatic renewal program or contact the Classmates ********************* prior to her renewal date and, as a result, her membership wasrenewed for an additional term and her credit card was charged $48.00 on September3, 2020 in accordance with the disclosures and the Terms of Service that sheagreed to during her initial purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. However,as a matter of customer courtesy, I have provided ********************** with a refundof $48.00 on September 10, 2021. ********************** should note this refund on her physicalbilling statement within the next 30 to 60 says (or sooner if she banks online)depending on her financial institutions billing cycle and internal refundpolicies. Her Classmates membership has reverted to a free account.  
  
  Should your office or ********************** have any questions or needadditional information, please feel free to contact me [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

*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. ↩