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:12/24/2022

  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 did not receive prior notice of a charge ! With all the complaints, you would think classmates.com would do better at informing customers instead of driving them away, with these antics! December 18th 2022 i canceled an asked to return my money! Day 1 of membership! Could i have missed the fine print, sure! I am speaking from the point, as soon as I saw the charge i reached out!! This is a service paid for future services! Stop bullying potential customers into staying with you! That seems like the most narcissistic trate ever!

  Business Response

  Date: 12/29/2022

  Complaint number: 18636757
  Consumer name: *********************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ****************** in connection with his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ****************** of the Automatic Renewal Program.
  
  On September 18, 2022, ****************** purchased an introductory discounted 50% 3- month automatically renewing paid membership in the amount of $9.00. Prior to completing his purchase, ****************** was specifically notified that his membership fees were non-refundable and that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $18.00 for each renewal and that he could visit the Account portion of the website to change his renewal status at any time. ****************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 3-month purchase page is attached for your review.
  
  The "Automatic Renewal Program" and No Refund Policy sections located under the ***** 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 **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  D. No Refund Policy. All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your **** Services reinstated.
  
  
  Shortly thereafter, ****************** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained ********************** membership registration number, the amount ****************** paid for his paid membership, his renewal date, and a reminder that 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 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, ****************** did not opt out of the automatic renewal program and, as a result, his membership was renewed for an additional term and his payment method was charged $18.00 on December 18, 2022 in accordance with the disclosures and the Terms of Service that he agreed to during his initial membership subscription purchase.
  
  Per the Terms of Service, which ****************** agreed to when he purchased his paid membership subscription, Classmates has a no refund policy. ****************** subsequently initiated a chargeback proceeding with PayPal. PayPal has yet to make a determination on the merits of the dispute and Classmates is unable to take any action until PayPal rules on the matter.
  
  However, I can confirm that Mr. ******** Classmates paid membership subscription has been removed from the automatic renewal program and, depending on the outcome of the chargeback proceeding, his paid membership subscription will lapse on March 17, 2023 and then revert to a free membership.
  
  This information should resolve this matter. If your office or ****************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 01/07/2023

   
  Complaint: 18636757
  
  I am rejecting this response because: Classmates.com are acting like BULLIES! CLASSMATES.COM HAVE NO IDEA, THAT SOMEONE XOULD HAVE BURIED 2 OD THEIR BROTHERS AND LIFE MIGHT HAVE JUST SLIPPED BY! I BET AS SOON AS IT WAS BROUGHT TO THEIR ATTENTION (i3 charger) i bet they immediately cancelled! SO U UNDERSTAND CLASSMATES.COM !! IT'S BUSINESS AND WILL LIFE , SOMEONE ELSES LIFE DOESN'T MATTER! GREAT JOB CLASSMATES.COM! 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/19/2022

  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.

  The Business Classmates. com refused to refund a subscription fee that was automatically charged to my credit card.

  Business Response

  Date: 12/29/2022

  Complaint #: 18609947
  Consumer:***************************
  
  We are in receipt of the complaint filed by ****************** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ****************** of the Automatic Renewal Program.
  
  ***************** purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on December 18, 2021 in the amount of $24.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, ****************** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $48.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings at any time. ****************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 1-year membership purchase page is attached for your review.
  
  The "Automatic Renewal Program" and No Refund sections located under the ***** Services" portion of the Terms of Service at the time ****************** made his 2021 purchase stated:
  B. Automatic Renewal Program. Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  D.No Refund Policy. All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your **** Services reinstated.
  
  Shortly thereafter, ****************** would have received a paid subscription confirmation receipt email sent to the email address associated with 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 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 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. A review of our email logs indicates Classmates sent this reminder to ****************** on November 8, 2022 to the email address associated with his account, which is *******************
  
  This reminder email provided information that his 1-year paid membership subscription would automatically renew on December 18, 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. A representative copy of this email reminder as well as the email send history from Classmates to ****************** is attached for your review.
  
  According to our records, ****************** did not opt out of the automatic renewal program and, as a result, his membership was renewed for an additional term and his payment method was charged $60.00 on December 18, 2022 in accordance with the disclosures and the Terms of Service that he agreed to during his 2021 purchase.
  
  Additionally,his membership record indicates that ****************** is aware of the automatic renewal program from his previous four paid membership subscription purchases:  
  
  - An introductory 50% 3-month membership subscription purchased on February 26, 2016. ****************** removed himself from the automatic renewal program and this paid membership subscription lapsed on May 25, 2016 and reverted to a free membership.
  
  - An introductory 50% 3-month membership subscription purchased on January 30, 2017. This membership subscription renewed for an additional term on April 30, 2017. ****************** contacted Classmates and requested a refund for his renewal term and he was granted a one-time courtesy refund in the amount of $15.00 on May 1, 2017.
  
  - An introductory 50% 3-month membership subscription purchased on May 23, 2018. This membership subscription renewed for an addition term on August 23, 2018. ****************** removed himself from the automatic renewal program and this paid membership subscription lapsed on November 22, 2018 and reverted to a free membership.
  
  - An introductory 50% 3-month membership subscription purchased on December 30, 2018. This membership subscription renewed for addition six terms until ****************** removed himself from the automatic renewal program and this paid membership subscription lapsed on September 29, 2020 and reverted to a free membership.
  
  A copy of ******************** membership record is attached for your review.
  
  Per the Terms of Service, Classmates has a no refund policy. Since ****************** has already been granted a one-time curtesy refund on May 1, 2017, I am unable to provide him with any additional refunds.
  
  I can confirm ****************** has been removed from the automatic renewal program and his paid membership subscription has been placed in manual renewal. His paid membership subscription will therefore lapse on December 17, 2023 and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to his payment method unless he proactively purchases a paid membership subscription in the future.
  
  This information should successfully resolve ********************** complaint. Should your office or ****************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  

  Customer Answer

  Date: 01/18/2023

  Dear BBB, I missed the 7 day period although I have not agreed with Classmate's response. Please see my response below: 
  
  1). I never received a reminder as stated by Classmates, I reviewed all my past e-mails and could not find a reminder e-mail. I checked all my deleted, old messages, & spam messages from the time frame they stated and could not find an e-mail from Classmates. The attachment they submitted to BBB does not show my e-mail or proof that it was sent to me. 
  
  2). In reference to the amount Charged to my credit card $60, I never agree to pay an increased subscription fee. My initial subscription was based on a 50% discount and was only charged $24. I was surprised to see my credit card charged $60 since I officially never agreed to pay $60 especially not receiving the reminder notice that Classmates apparently states was sent. 
  
  Summary: It is apparent that the justification for a refund of $60 or $36 based on the initial $24 membership fee is warranted. 
  Please respond back to Classmates and contact me when this complaint is resolved.
  

  
  

• Initial Complaint

  Date:12/15/2022

  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 $18 from Classmates.com thru my PayPal account. I DID NOT receive any such notice.i did not request i did not opt in i cannot log in to their site to cancel or talk to anyone this id fraud/stealing and i want my refund

  Business Response

  Date: 12/16/2022

  Complaint number: 18578836
  Consumer name: *******************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************ regarding his Classmates paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ************ of the Automatic Renewal Program.
  
  On September 8, 2022, ************ purchased a discounted introductory 50% 3 month automatically renewing paid membership in the amount of $9.00. Prior to completing his purchase, ************ was specifically notified that his membership fees were non-refundable and that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $18.00 for each renewal and that he could visit the Account portion of the website to change his renewal status at any time. ************ was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 3-month purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual."Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  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 Accountportion of the website prior to the end of his renewal term.
  
  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, ************ did not opt out of the automatic renewal program and, as a result, his membership was renewed for an additional term and his payment method was charged $18.00 on December 8, 2022 in accordance with the disclosures and the Terms of Service that he agreed to during his initial membership purchase.
  
  According to the Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided ************ a one-time refund in the amount of $18.00 on December 16, 2022. ************ should note this refund in his PayPal account within the next 5 to 10 days depending on PayPals internal refund policies. His Classmates account has reverted to a free, basic membership.
  
  Should your office or ************ have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18578836
  
  I am rejecting this response because: the service was canceled ii had no way to log in or access the account 

  
  

  this was told to them repeatedly
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/14/2022

  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.

  Last name on Classmates account was *****. (***************************). I canceled my account to Classmates several years ago. I tried logging in to my previous account to see if there was an error, unable to login confirms it is closed. On 10-17-2022 Classmates billed me $60 twice but note says $180.00 Without an account I can not access help on the website and the phone number given online does not ring. I have not been able to make contact.

  Business Response

  Date: 12/16/2022

  Complaint number: 18574914
  Consumer name: *******************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ******************** in connection with her paid Classmates+ membership subscription.  
  
  According to our records, ******************** has a paid membership subscription under the registration number ********** using the email address ******************** This account was created on January 25, 2009 and was last accessed on December 14, 2022.
  
  ******************** has previously had duplicate accounts on the Classmates website; however, these accounts were deleted by a Classmates *********** Representative on November 19, 2019 per Ms. ********* request.
  
  A copy of her membership record is attached for your review.
  
  In connection wither her paid membership subscription, Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ******************** of the Automatic Renewal Program.
  
  ******************** purchased an introductory 50% discounted 1-year automatically renewing paid membership on October 17, 2019 in the amount of $24.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, ******************** 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 $48.00 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). A representative copy of the standard purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service stated at the time ******************** made her membership subscription purchase:
  
  "Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:
             Classmates - logging onto the Account portion of the Classmates 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 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 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 chose to cancel by visiting the Accountportion of the website prior to the end of her membership subscription term.
  
  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 membership subscription term one year or longer an Automatic Renewal Reminder. Classmates sent ******************** her most recent email renewal reminder on September 8, 2022 to the email address associated with her account, ********************  
  
  This reminder email provided information that Ms. ********* 1-year membership would automatically renew on October 17, 2022 unless she changed her renewal status and that the full price of a 1-year membership renewal was increasing from $48.00 to $60.00 starting with her next renewal date. The subject line of the renewal reminder was Notification - Price Change for Your Classmates+ Membership Renewal.
  
  A representative copy of this email reminder as well as the most recent renewal email send history from Classmates to ******************** is attached for your review.
  
  According to our records, ******************** did not opt out of the automatic renewal program or contact Classmates prior to her renewal date and,as a result, her membership subscription was renewed for an additional term and her PayPal account was charged $60.00 on October 17, 2022 in accordance with the disclosures and the Terms of Service that she initially agreed to during her initial 2019 purchase. 
  
  As noted above, the Terms of Service, which ******************** agreed to prior to completing her membership subscription purchase, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided ******************* with a one-time refund in the amount of $60.00 on December 16, 2022. ******************* should note this refund in her PayPal account within the next 5 to 10 days depending on PayPals internal refund policies. Ms. ********* Classmates membership has now reverted to a free basic account.
  
  Lastly, in Ms. ********* complaint she has attached a screen shot from PayPal showing that $180 has been paid to Classmates. This is a screen shot from the portion of PayPals site that shows how much an individual has paid an entity over time and not a receipt for a specific charge. For instance,******************** was charged $24.00 in 2019, $48.00 in 2020, $48.00 in 2021 and $60.00 (now refunded) in 2022 for her Classmates paid membership subscription. This adds up to a total of $180.00.
  
  This information should resolve Ms. ********* complaint. Should your office or ******************** have any questions or need additional information,please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:12/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged in my checking account for Classmates. I never requested an account with them. I called them they said they would cancel me, but refused to refund my money. Ive only went to that site twice. I dont talk to anyone there. I dont know how they were able to access my checking account. I have heard of others with the same issue.Thank You for looking into this for me.

  Business Response

  Date: 12/15/2022

  Complaint number: 18573712
  Consumer name: ***************************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** regarding her
  Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified **************** of the Automatic Renewal Program.
  
  
  **************** purchased an introductory 50% discounted 3-month automatically renewing paid membership in the amount of $9.00 on September 10, 2021. On the payment information page of the paid membership purchase process, prior to completing her purchase, **************** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged the full term price of US $18.00 for each renewal period, and that she could visit the Accountportion of the website to change that at any time. **************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 3-month purchase page is attached for your review.
  
  
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time **************** purchased her paid membership subscription stated: 
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below,at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:
  
             Classmates - logging onto the Account portion of the Classmates 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 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 the email address associated with her account,**************************. The email contained ******************** membership registration number, the amount **************** paid for her paid membership subscription, her renewal date, and a reminder that her paid membership subscription would renew unless she chose to cancel by visiting the Account portion of the website prior to the end of her paid membership subscription term.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the upper right 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, **************** did not opt out of the automatic renewal program or contact the Classmates ********************** prior to her renewal date. As a result, her membership was renewed for an additional term and her payment method was charged $18.00 on December 10, 2021 and every 3 months thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.
  
  According to the Classmates Terms of Service, Classmates has a no refund policy. However, as matter of customer courtesy, I have provide a one-time refund in the amount of $18.00 on December 15, 2022. **************** should note this refund on her physical billing statement within the next 30 to 60 days (or sooner if she banks online) depending on her financial institutions billing cycle and internal refund policies.
  
  ****************** Classmates membership has reverted to a free basic account and she wont be charged any additional membership subscription fees unless she proactively purchased a paid membership in the future. However, if she would prefer to delete her Classmates membership, she can use the following link to remove her account from the website: https://secure.classmates.com/auth/removemember.
  
  This information should successfully resolve ******************** complaint. Should your office or **************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:12/06/2022

  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.

  12/07/2020 I signed up for a 2 year subscription to classmates.com for $36 total and did not notice that it would be automatically renewed "at the current prevailing rate". I was shocked to get a PayPal notice of automatic renewal on 12/05/2022 for $96. This is a huge increase in price and I did not get any prior communication that the charge was going to happen.

  Business Response

  Date: 12/13/2022

  Complaint number: 18530564
  Consumer name: *************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ****************** regarding her
  Classmates+ paid membership subscription.  
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  ****************** purchased an introductory 50% discounted 2-year automatically renewing paid membership on December 5, 2020 in the amount of $36.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, ****************** 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. ***************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 2-year purchase page at the time ****************** made her purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time ****************** purchased her membership stated:  
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:
  Classmates - logging onto the Account portion of the Classmates 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 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 her account.This email contained 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 the expiration of her membership term.****************** attached a copy of her email receipt to her complaint.  
  
  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.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. ****************** was sent this email renewal reminder on October 26, 2022 to *********************** the email address associated with her account.
  
  This reminder email provided information that Ms. ******** 2-year membership would automatically renew on December 5, 2022 unless she changed her renewal status and that the full price of a 2-year membership renewal was increasing from $72.00 to $96.00 starting with her next renewal date. The subject line of the renewal reminder was Notification - Price Change for Your Classmates+ Membership Renewal. A representative copy of this email reminder as well as the email send history from Classmates email systems to ****************** is attached for your review.
  
  According to our records, ****************** did not opt out of the automatic renewal program or contact Classmates prior to her renewal date and,as a result, her membership was renewed for an additional term and her payment method was charged $96.00 on December 5, 2022, 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. However,as a matter of customer courtesy, I have provided ****************** with a refund of $96.00 on December 8, 2022. ****************** should note this refund on her PayPal account within 5 to 10 days from that date depending on PayPals internal refund policies. Ms. ******** Classmates membership has reverted to a free basic membership, and she wont be charged any additional membership subscription fees unless she proactively purchased a future paid membership subscription.  
  
  This information should successfully resolve Ms. ******** complaint. Should your office or ****************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer Answer

  Date: 12/15/2022

   
  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.  This was an unfortunate case of my renewal bill email being undeliverable because I had deleted that account due to data breaches.  I appreciate the return of the *************.  Thank you.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/05/2022

  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.

  A month or so ago Classmates.com emailed me that someone had recently looked at my name. I went on their website but realized if l wanted to see who it was Id have to pay. I didnt want to pay so left the site. I did not open anything. A month later l noticed l was charged for that. Since l neither agreed to a charge, nor looked into the inquiry, l want a refund of what they charged me. It was entirely dishonest of them.Thank you ***********************************. ************ *********************

  Business Response

  Date: 12/06/2022

  Complaint number: 18528928
  Consumer name: ***********************************
  
  We are in receipt of the consumer complaint filed by ************************.  I am unable to locate a paid membership with the information provided in Mr. *********** complaint.
  
  According to our records, *********************** currently has a free Classmates membership. This membership was created on February 5, **** and has been a free account since July 26, 2016. A copy of his membership record is attached for your review.  
  
  However, if ************************ can provide me with the date of the alleged charge as well as the last 4 digits of his credit or debit card he claims was charged,I can research the matter further. In the meantime, ************************ may want to check to see if there is another member of his household that has access to his financial information or has a paid membership in his or her name.
  
  Should your office or ************************ have any questions regarding the information needed to respond to this complaint, please feel free to contact me at [email protected].
  
  
  Sincerely,
   
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:12/03/2022

  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.

  November 5 2022 $18.00 renewal charge I never authorized.I will provide credit card statement proof upon request by BBB Respectfully

  Business Response

  Date: 12/08/2022

  Complaint number 18519326
  Consumer name: ***************************
  
  We are in receipt of the consumer complaint filed by ******************** in connection with her Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ******************** of the Automatic Renewal Program.
  
  ******************** purchased an introductory 50% discounted 3-month automatically renewing paid membership on May 5, 2022 in the amount of $9.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, ******************** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged the full term price of US $18.00 for each renewal period, and that she could visit the Account portion of the website to change that 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 ***** Services" portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual."Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  Shortly thereafter, ******************** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained ************************ membership registration number, the amount ******************** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the Accountportion of the website prior to the end of her paid membership term.
  
  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 ********************** prior to her renewal date. As a result, her paid membership subscription was renewed on August 5, 2022, and every 3-months thereafter and her payment method was charged $18.00 for each renewal in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.
  
  According to the Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided ******************** with a one-time courtesy refund in the amount of $18.00 on December 8, 2022. ******************* should note this refund on her physical billing statement within the next 30 to 60 days (or sooner if she banks online) depending on her financial institutions billing cycle and internal refund policies. Ms. ********* account has reverted to a free basic Classmates membership.
  
  This information has successfully resolved ************************ complaint. Should your office or ******************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:12/01/2022

  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.

  On October 31, 2022 I discovered that $60.00 had been taken out of my PayPal Account to pay for Classmates Subscription. the When I went to Classmates online settings at their billing section the box for Automatic Renewal was checked. Beware, I believe that when you first obtain a subscription Classmates has the Automatic Renewal box checked and you must uncheck the box or Automatic Renewals will be deducted. I called and sent several emails to Classmates on October 31, 2022 saying that I do not use Classmates and that I wanted them to refund the $60 taken from my PayPal Account. Classmates replied stating they do not give refunds. I feel they are being very deceptive, dishonest, and do not work with the Customer in good faith. I still want a refund for $60.00.

  Business Response

  Date: 12/09/2022

  Complaint number: 18491350
  Consumer name: *********************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************************ in connection with his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  ************************ purchased an introductory 50% discounted 1-year automatically renewing paid membership on October 31, 2021. On the payment information page of the paid membership purchase process, prior to completing his purchase, ************************ was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $48.00 for each renewal, and that he could visit the Account portion of the website to change his renewal preference at any time. *********************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time ************************ made his purchase stated:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:
  Classmates - logging onto the Account portion of the Classmates 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 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 ***** sent to the ***** address associated with his account.This ***** 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 before the end of his subscription term.
  
  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.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. Classmates sent this reminder to Mr.*********** ***** address associated with his account, ********************** on September 21,2022.
  
  The ***** reminder included information that Mr. *********** 1-year membership would automatically renew on October 31, 2022 unless he changed his renewal status prior to the end of his membership term and that the full price of a 1-year membership subscription 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. A representative copy of the ***** reminder as well as the ***** send history from Classmates to Mr. *********** ***** address are attached for your review.
  
  According to our records, ************************ did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $60.00 on October 31, 2022 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. On November 2, 2022, ************************ contested his membership subscription renewal fee with PayPal. PayPal has subsequently ruled that the renewal fees were legitimate charges.
  
  I can confirm that Mr. *********** paid membership renewal status is in manual renewal and unless ************************ takes any proactive measures to extend his paid membership subscription, his Classmates+ membership subscription will lapse on October 30, 2023 and will then revert to a free Classmates membership.
  
  This information should successfully resolve Mr. *********** complaint. Should your office or ************************ have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  
  

  Customer Answer

  Date: 12/13/2022

   
  Complaint: 18491350
  
  I am rejecting this response because:

   

  The automatic renewal is default ot ON.  I called the day I saw the charges on my card and was told that their policy is not to refund.

   

  Very deceptive.

   

  Buyer Beware!

   

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

• Initial Complaint

  Date:12/01/2022

  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.

  Below is a copy of the email the unethical and unprofessional classmates.com has REFUSED to respond to. With their extremely low rating I am not the only one classmates.com has defrauded!------************** & Classmates.com 1. ****************************** has provided her account information!SEE TODAY'S SCREENSHOT OF CLASSMATES.COM ACCOUNT INFORMATION THAT YOU HAVE RECEIVED 4 TIMES!WHAT AN UNETHICAL, UNPROFESSIONAL, FRAUDULENT PURPORTED COMPANY CLASSMATES.COM IS! On 11/22/22 at 12:47 PM, ********************* wrote:classmates.com account information is:************************* ********************* **** ****** High **** 2. This is the 4TH request for classmates.com to answer a simple question!3. My question NEVER WAS: "The limit to the amount of profile visits you can receive!!!!Stop lying & pretending you don't understand the question!AGAIN DAWN'S QUESTION IN ELEMENTARY TERMS!!!4. QUESTION: I HAVE literally had ********************************************* THEY HAVE VISITED MY CLASSMATES.COM SITE, SO WHY IS CLASSMATES. COM ONLY SHOWING 299 VISITS ON MY PROFILE? THE NUMBER OF PROFILE VISITS SHOULD STATE MORE LIKE ******* VISITS NOT 299, SO WHY IS IT STILL SHOWING 299 VISITS???????????????????????????????????????????????5. ****'S INTIAL QUESTION IS THE SAME!Is 299 visitors the maximum number of visitors shown on profiles? If so I will delete/cancel my account & tell others to do the same because I've had more than 299 VISITS and to only show 299 is dishonest!6. As a result of classmates.com repeat failure to address my account, I am hereby demanding a full refund of all monies paid to my account to date. As promised to classmates.com I PERMANENTLY DELETED MY ACCOUNT TODAY, as I want zero to do with a scam company like classmates.com

  Business Response

  Date: 12/08/2022

  Complaint number: 18489353
  Consumer name: ******************************
  
  We are in receipt of the Better Business Bureau 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. Additional personal information, such as photos, biographies and other profile content are at the discretion of the user to provide and share. All members are able to peruse and visit profiles of any other member on the Classmates website.
  
  There are two types of Classmates memberships: a free, basic account and a paid Classmates+ subscription membership. Free members are allowed to view members of their school, their specific class list, reunion information and other members profiles as well as yearbooks. A Classmates+membership provides additional benefits that a free member will not be able to access, such as viewing who has visited their profile (i.e. profile visits) and the ability to send and receive Classmates Email.
  
  In connection with profile visits, Classmates members will leave their name and the date they visited (i.e. a profile visit, also known as ClassmatesGuestbook) other members profiles if their privacy settings are set to Normalmode. However, members can remove their profile visit while they are on another members Classmates profile, or they can change their visit mode to Quiet in the Privacy section located in Account.
  
  If a member is in Quiet mode, their visits to other membersprofiles is not recorded and their name and date they visited is not added to that members profile visit list or tally. Additionally, if a member deletes their account from the Classmates website, all of their activity is deleted from the website,including any profile visits they may have left on other members accounts.
  
  Classmates members can also delete profile visits left on their personal profile on the Classmates website.  
  
  Per Section 1.J. of the Classmates Privacy Policy, located at https://www.classmates.com/about/privacy:
  
  When You View Other Classmates Members' Profiles
  We give you the ability to find other members and view their personal profiles by browsing the affiliation lists, clicking on or hovering over a tagged name or photo in a yearbook, using the search functionality on the Classmates Services, or otherwise clicking a link on the Classmates.com Website or in an email that takes you to a member's profile. If you view any portion of another Classmates member's profile, your name and the date of your visit will be accessible by that member as someone who visited that member's profile unless you remove that specific visit or choose to opt out of having your name automatically left on other members'profiles, which you can do by accessing the "Account" section on the Classmates.com Website and changing your preferences. If you opt out of automatically having your name left on other members' profiles, you will still have the ability to leave your name on specific members' profiles on an individual basis.
  

  In *************************** complaint, she alleges that her Classmates profile should have ******* visits, however she only has 299 overall visits recorded on her profile. As noted above, there are a variety of reasons for this alleged discrepancy.
  
  In connection with the correspondence regarding profile visits, I have attached a copy of the email exchanges between ************************* and Classmates from November 21, 2022 and November 29, 2022 for your review. Please note, Classmates offices were closed for the Thanksgiving holiday from Wednesday, November 23,2022 until Monday, November 28, 2022.
  
  ************************* subsequently deleted her free Classmates membership on December 1, 2022.
  
  *************************** most recent paid membership subscription expired on October 3, 2022. Per the Classmates Terms of Service, which ************************* agreed to when she purchased her paid membership subscription, Classmates has a no refund policy. Additionally, ************************* utilized her paid membership benefits during her paid membership subscription term.
  
  Classmates now considers this matter closed.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 01/02/2023

  MY RESPONSE TO CLASSMATES.COM ("CM") answer is below:
  Classmates.com reply from *********************** Associate Director, Compliance & IP is indicative of their continued unethical and fraudulent business practices, dishonesty and arrogance. 
  I attempted to resolve this pending matter with CM on 4 occasions, however CM evaded the issue, was dishonest and confrontational at every instance, compelling me to join the MANY other BBB Complainants to expose their unlawful practices. Clearly CM has a history of deceiving their customers, and according to other CM victims we have been over billed despite attempts to correct the situation. According to many other CM victims, they too were overcharged, not provided refunds and overbilled, as was in my case!
  Due to the fact that I was a paid customer and CM breached their agreement/contract with me, I am entitled to a full refund of all monies paid. 
  AT ALL TIMES, CM failed to show the truthful count of my visitors by adjusting their dashboard settings. 
  A reasonable person would find CM's behavior/answer to BBB "absurd" as CM elected to explain their (false) position with BBB, however in attempts to aggravate the customer/me, they refused to answer my concerns!
  Further, CM's distribution of my emails sent to the BBB will be considered evidence of their breach of my privacy, as such is privileged and confidential information protected by Federal and State Privacy Laws, intended only for the use of the recipient, and any review, dissemination, distribution, or duplication was and is strictly prohibited, despite the fact said emails SUPPORT my position. CM's no refund policy is inapplicable in the case due to their fraud and breach of contract. CM is not the BBB or Judge, and therefore in no position to "close" this matter. 
  My demand for a full refund stands and can be returned to the original payment method.
  Thank you BBB
  *********************