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:01/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ask Classmates.com to remove me from the email distribution list for several years. I have asked them at least 10 to ************************** anymore. They have some algorithm that tries to use by email address and make it into some silly name. If they would just stop sending any email of any type to **************** I would appreciate it.

  Business Response

  Date: 01/17/2025

  Complaint number: 22825196
  Consumer name: ***** *****
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ******
  
  Per Mr. ****** request, I have deleted his free Classmates membership and removed his information from the Classmates website on January 17, 2025. ******** may continue to receive residual emails from Classmates over the next 10 days. Residual emails are emails that are already queued to be delivered to our members in our email delivery system. Mr. ***** should feel free to disregard these emails.  
  
  While we are sorry to see Mr. ***** go, we appreciate the time he spent as a Classmates member.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 01/27/2025

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

• Initial Complaint

  Date:01/11/2025

  Type:Sales and Advertising 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.

  For years and years I am receiving e-mails from classmates.com. They are coming at my personal address for 20 years without ever registering on the site All these e-mails are addressed to a Lauren **** or any variation of names but using my personal e-mail address. I have to manually clear the spam from classmates.com. I honestlybhave had enough of their spam and Inwant my addeess to be rmoved from their murky data base

  Business Response

  Date: 01/13/2025

  Complaint number: 22797801
  Consumer name: *** *******
  
  We are in receipt of the Better Business Bureau Complaint filed by *** *******.
  
  Per their request, I have deleted the free Classmates membership associated with the email address listed in the complaint. *** ******* may continue to receive residual emails from Classmates over the next 10 days. Residual emails are emails that are already queued to be delivered to our members in our email delivery system. *** ******* should feel free to disregard these emails.  
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 02/05/2025

  They keep coming.

  
  

  ---------- Forwarded message ---------
  From: Classmates.com <****************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************************>
  Date: Wed, Jan 29, 2025 at 5:52 PM
  Subject: ?? ******, let's get you caught up!
  To: <**************************************************************************************************************************************************************************************************************************************************************************************************************************************>

  
  
  

  See what's new with your fellow grads. Go Hi ******, Let's get you caught up with everything! Here's some activity you may have missed. You have 3 Private messages waiting for you. View Messages 59 people left a Profile Visit for you Check Visits You've been remembered 2 times Find out who See how many members are in your Grad Class See Members View photos in your Community Albums View Albums YourClass YourInbox YourVisitors YourYearbooks YourProfile Privacy Policy|Unsubscribe|Email Preferences|Online Help Center To protect your privacy do not forward this email to anyone not authorized by you to access your Classmates.com profile. For more information, see ourPrivacy Policy. You received this email as part of your Classmates.com email subscription. To change your preferences for this email, go to:Email Preferences. Classmates.com,**************************************** ********* PeopleConnect, Inc. d/b/a Classmates.com. AllRightsReserved. ReConnect_Summary_PRMT_ALL_20240813_V1

  

  
  

  Customer Answer

  Date: 02/05/2025

  Hi there. Injust want you to know that Classmates.com keeps flooding my mail.

  

  I still hope they will remove mu address ************************************************************************************************************************************************************************************************************************************************************************************************************************************ from their poisonous mass mailing.

  Have a great day!

  
  

  *** *******

  
  

  Business Response

  Date: 02/06/2025

  Upon review of Ms. ******** membership record, it doesnt appear her account was fully deleted as she initially requested. I can confirm her Classmates account has now been fully deleted and a screen shot showing this deletion is attached for your review. Ms. ******* may continue to receive residual emails from Classmates for the next 10 days. She should feel free to disregard these emails.
  
  I apologize for this oversight and for any inconvenience this may have caused Ms. ********
  
  Sincerely,
  
  **** ****
  Associate Directory, Compliance & IP

  
  

  Customer Answer

  Date: 02/09/2025

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

  Customer Answer

  Date: 02/12/2025

  Hello there!
  This is to inform you that classmates.com seems to have intensified their spam attacks.
  Maybe you can still help me solve this ongoing insanity...
  *** *******
  

  
  

  Business Response

  Date: 02/13/2025

  Per our response on February 6, 2025, a review of Ms. ******** membership record indicated that her account wasn't fully deleted in January as she initially requested. I deleted her Classmates account fully on February 6, 2025. As we noted in that response, Ms. ******* may continue to receive residual emails from Classmates for the next 10 days after February 6, 2025. She should feel free to disregard these emails. Ms. ******* will not receive any additional emails from Classmates after February 16, 2025. 
  
  I apologize for this oversight and for any inconvenience this may have caused Ms. *********** style="color: rgb(0, 0, 0); font-family: proxima-nova, Verdana, sans-serif;">
  Sincerely,
  
  **** ****
  Associate Directory, Compliance & IP

  Customer Answer

  Date: 02/13/2025

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

• Initial Complaint

  Date:01/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was auto-billed for this service. I did not intentionally sign up for this service for an automatic renewal, nor would I.I am normally quite diligent in checking my automatic renewal status on ******, but have recently had a death in the family and in dealing with funeral arrangements, probate and other matters, it wasn't exactly top of mind for me to check this as I normally do.Seeing that this outfit has been litigated against in the past for similar deceptive practices, one would think they would do better. I have called and asked for a refund and was repeatedly denied, even after explaining the circumstances with my mother's death and how I could have overlooked things. They were undeterred.I have also disputed the transaction at ****** and again, instead of doing the right thing, even for saving themselves from additional reputational damage, they have stubbornly refused what most other reputable orgs do and simply offer a ********* is unbelievable that an outfit that has already been sued on more than one occasion, and as I'm reading similar complaints on this very page, this behavior is clearly still ongoing...How in the world can this deceptive business be BBB accredited?I have no intention of using their service for the term they are billing me for. As soon as I saw the notifications on my ****** that I had been charged, I reached out to them to inform them and request a refund.The only satisfactory resolution here is a refund.Again, seeing the pattern of deception already litigated against and the current responses signifying ongoing deception, please BBB, take action if they will not provide a satisfactory response.

  Business Response

  Date: 01/07/2025

  Complaint number: 21781868
  Consumer name: **** ********
  
  We are in receipt of the consumer complaint filed by Mr. ******** 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 Mr. ******** of the Automatic Renewal Program.
  
  Mr. ******** purchased an introductory 50% discounted 3-month automatically renewing paid membership on October 6, 2024 in the amount of $10.80. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ******** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged the full membership price of $21.60 for each renewal period, and that he could visit the Accountportion of the website to change his renewal settings at any time. Mr. ******** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the introductory 3-month membership purchase page is attached of your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. ******** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ********* registration number, the amount he paid for his subscription membership, the renewal date, and a reminder that his paid subscription would renew in the amount of $21.60 unless Mr. ******** chose to cancel by visiting the Account portion of the website prior to his renewal date and that no portion of any subscription fee is refundable. A representative copy of this receipt email is attached for your review.  
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmatesnavigation drop down in the top portion of the webpage. Underneath the heading Account, they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  According to our records, Mr. ******** did not opt out of the automatic renewal program or contact the Classmates ********************** about his membership subscription prior to the end of his membership subscription term. As a result, his membership renewed for an additional term and his payment method was charged $21.60 on January 6, 2025 in accordance with the disclosures and the Terms of Service that he agreed to during his October ****** purchase.
  
  According to the Classmates Terms of Service, Classmates has a no refund policy. However, I have authorized a one-time courtesy refund due to the hardships described in Mr. ********* complaint. *********** should note this refund within the next 5 to 10 days depending on ******* internal refund policies. In the meantime, Mr. ********* membership has reverted to a free account and he wont be charged for any additional membership subscription fees unless he purchases a paid membership subscription in the future.
  
  This information should successfully resolve Mr. ********* complaint and we hope Mr. ******** accepts our condolences on the passing of his mother.Should your office or Mr. ******** have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  
  

• Initial Complaint

  Date:01/07/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business does not allow me to unsubscribe. I have beenntrying for years. They intentionally do not include links for unsubscribing. I do not want their emails any longer. Please help me.

  Business Response

  Date: 01/07/2025

  Complaint number: 22777929
  Consumer name: ***** *******
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ********
  
  In compliance with applicable law, each optional Classmates subscription emailer contains a link in the footer for members to unsubscribe. On the website members can manage their email subscriptions by clicking on the Email Subscription link under the My Classmates drop down navigation menu.  
  
  Additionally, instructions on how to delete a Classmates Membership are found on the very first page of the Classmates Help Section.Members can access the Classmates Help section via nearly every page of the Classmates website via the link in the persistent footer titled ********************** Links to contact *********** in connection with how to cancel a free membership can also be found in the Classmates Terms of Service.
  
  According to our records, it appears that Ms. ******* has two free Classmates memberships. Both accounts use a *********** email address and both memberships are affiliated with ********************* in ********* Per Ms. ******** request, I have deleted both of these free Classmates memberships and removed her information from the Classmates website on January 7, 2025. Ms. ******* may continue to receive residual emails from Classmates over the next 10 days.Residual emails are emails that are already queued to be delivered to our members in our email delivery system. She should feel free to disregard these emails.
  
  If Ms. ******* has any other email addresses or school affiliations that she may be registered under on the Classmates website, she should feel free to let me know so that I can search our records for any additional membership accounts.  
  
  While we are sorry to see Ms. ******* go, we appreciate the time she spent as a Classmates member.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, Jan 5, 2025 at 12:20 AM, I received an email from ****** stating that I authorized a $96.00 payment to Classmates. I thought it was a scam but I checked my ****** account and discovered that there was in fact a $96.00 automatic payment from Classmates. I did not authorize this payment. The last time I paid for a membership was on Jan 5, 2023 in the amount of $48.00 for a 24 month membership. I did not authorize Classmates to automatically renew my membership and at no time in the past two years did I receive any notification that this would happen. I should have at least been notified beforehand to give me the option to cancel. I am asking for a refund of the $96.00 for this unauthorized charge as I am a senior citizen and cannot afford this charge. I dont even use this site and I definitely would have cancelled if they had sent out a reminder. I believe this practice by Classmates is completely unethical and I see from the many complaints that they have a history of fraud and deception.

  Business Response

  Date: 01/14/2025

  Complaint number: ********
  Consumer name: ******* *******
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ******* in connection with her Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ******* of the Automatic Renewal Program.
  
  Ms. ******* purchased an introductory 2 year automatically renewing paid membership on January 5, 2023, in the amount of $48.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ******* was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $96.00 for each renewal, and that she could visit the Account portion of the website to change her renewal preference at any time. ********** 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 introductory 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The No Refund Policy section located under the *************** portion of the Terms of Service states:
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Ms. ******* would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ******** registration number, the amount she paid for her paid membership, the renewal date, and a reminder that her paid subscription would renew unless the member chose to cancel by visiting the Account portion of the website prior to her renewal date and that no portion of any subscription fees was refundable. A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top right portion of the webpage underneath the My Classmates drop down navigation menu. Underneath the Account heading, they will see an "Account & Billing" link listed on the page. Once the member clicks the link and logs into their account, they are presented with information about their paid account,including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder (AR30). Classmates email logs indicate this renewal reminder was sent to Ms. ******* on November 26, 2024 to the email address associated with her account.
  
  This AR30 email reminder provided information that Ms. ******** 2-year paid membership subscription would automatically renew on January ****** in the amount of $96.00 unless she changed her renewal status prior to her renewal date, instructions on how to cancel automatic renewal, as well as a phone number and a link to contact Classmates if she needed assistance with cancelling her renewal prior to her subscriptions renewal date. A representative copy of the AR30 renewal reminder and a screen shot of the email send history from Classmates email systems to Ms. ******* showing the date the reminder email was sent to her is attached for your review. 
  
  According to our records, Ms. ******* did not contact Classmates or opt out of the automatic renewal program prior to her renewal date and, as a result, her paid membership subscription was renewed for an additional term and her payment method was charged the standard, full price 2-year membership fee of $96 per the Terms of Service that she agreed to during her 2023 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm that her membership subscription has been removed from the automatic renewal program and her account will revert to a free membership on January ******. No additional membership fees will be charged to her account going forward unless she proactively extends her current paid membership term or purchases a future subscription membership.
  
  This information should resolve Ms. ******** consumer complaint.Should your office or Ms. ******* have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  
  
  

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22771416
  
  I am rejecting this response because:

  I did not set up my Classmates membership for automatic renewal. If my account was set for automatic renewal, it was not set that way by me. Additionally, I did not receive an Automatic Renewal Reminder even though Classmates stated they sent one.
  
  Classmates is a company that puts automatic renewals in members applications and refuses to refund the automatic payments when you realize what has happened. Reading all the reviews, this is a tactic repeatedly used by this business based on the fact that there have been thousands of complaints filed with The Better Business Bureau and Consumer Affairs.
  
  I will be sure to notify everyone from my high school alumni of these shady, fraudulent practices used by Classmates and urge them to cancel their memberships with this corrupt business.

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

• Initial Complaint

  Date:01/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/29/24 we were charged $96.00 through our ****** account. I called ****** to dispute and stop the automatic renewal and spoke to a *** at classmates. I was told that on 11/19/24 an email was sent letting me know of the automatic renewal. I dont use that email anymore due to spam, but was able to go in and check. I NEVER received an email from them so that was a lie. I was told that they would not give me my money back. I used Classmates for about 1 month almost a year ago and never used it again since then and forgot about it. This is a SCAM and I just want my money back.

  Business Response

  Date: 01/09/2025

  Complaint number: 22764830
  Consumer name: ***** ****
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. **** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. **** of the Automatic Renewal Program.
  
  Mr. **** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00 on December 29, 2022. 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 ****** account would be charged $96.00 for each renewal, and that he could visit the Account portion of the website to change his renewal preference at any time. ******* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the discounted 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. **** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained Mr. ***** registration number, the amount he paid for his subscription membership, the renewal date, and a reminder that his paid subscription would renew unless Mr. **** chose to cancel by visiting the Account portion of the website prior to his renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmatesnavigation drop down in the top portion of the webpage. Underneath the heading Account, they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a paid membership subscription term one year or longer an Automatic Renewal Reminder (AR30). A review of our email logs indicate that Classmates sent Mr. **** the AR30 email reminder on November 19, 2024 to the email address associated with his account.
  
  The AR30 reminder email provided information that Mr. ***** 2-year paid membership subscription would automatically renew on December ******* in the amount of $96.00 unless he changed his renewal status prior to his renewal date and instructions on how to change his renewal status. The renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with changing his automatic renewal status prior to his  renewal. A representative copy of the AR30 email reminder as well as the email send history from Classmates email systems to ******* is attached for your review.
  
  According to our records, Mr. **** did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his ****** account was charged $96.00 in accordance with the disclosures and the Terms of Service that he agreed to during his 2022 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm that Mr. ***** membership has been removed from the automatic renewal program and unless Mr. **** takes any proactive measures to extend his paid membership subscription, his Classmates+ subscription will lapse on December 29, 2026 and then revert to a free Classmates account.
  
  This information should resolve Mr. ***** complaint. Should your office or Mr. **** have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

• Initial Complaint

  Date:12/31/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Classmates.com auto renewed an account that I did realize i still had. I could not find a reminder email.I notified them immediately that I did NOT want to renew a 2 year membership for $100. **************** said it was non-refundable. They were short with me, rude and hung up.

  Business Response

  Date: 01/08/2025

  Complaint number: 22752642
  Consumer name: ******* ********
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ******** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ******** of the Automatic Renewal Program.
  
  Mr. ******** registered and created a free account on the ********************** website on December 30, 2020. On the same day, Mr. ******** upgraded his free membership and purchased an introductory 50% discounted 2-year automatically renewing paid membership subscription in the amount of $36.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ******** was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged the full membership price of $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 copy of the 2-year purchase page at the time Mr. ******** made his purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service at the time of Ms. ***** purchase stated:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The No Refund Policy section located under the *************** portion of the Terms of Service states:
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. ******** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained the Mr. ********* registration number, the amount he paid for his paid membership, the renewal date, and a reminder that his paid subscription would renew unless the member chose to cancel by visiting the Account portion of the website prior to his renewal date.
  
  The "Account"section is accessible from nearly every page of the Classmates website and is located in the top right portion of the webpage underneath the My Classmatesdrop down navigation menu. Underneath the Account heading, they will see an "Account & Billing" link listed on the page. Once the member clicks the link and logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewallink.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder (AR30). Classmates sent these AR30 renewal reminders on November 20, 2022 and on November 20, 2024 to the email address associated with Mr. ********* account.
  
  The ********* email reminder provided information that ************ 2-year paid membership subscription would automatically renew on December 30, 2022 unless he changed his renewal status prior to his renewal date and that the full price of a 2-year membership renewal was increasing from $72.00 to $96.00 starting with his next renewal. The subject line of the renewal reminder was Notification Price Change for Your Classmates+ Membership Renewal.
  
  The 2024 email reminder also provided information that ************ 2-year paid membership subscription would automatically renew on December 30, ******************************************************************************** the amount of $96.00 on his next renewal date. The renewal reminder included information on how to change his automatic renewal status and also included a phone number and a link to contact Classmates if he needed assistance with canceling his renewal prior to his renewal date. Representative copies of the 2022 and 2024 AR30 email reminders as well as the AR30 email send history from Classmates email systems to Mr. ******** are attached for your review.
  
  According to our records, Mr. ******** did not opt out of the automatic renewal program or contact Classmates prior to his renewal dates and,as a result, his membership was renewed for an additional term and his payment method was charged $96.00 on each of his renewal dates in accordance with the disclosures and the Terms of Service that he agreed to during his 2020 purchase.
  A Classmates *********** Representative responded to Mr. ********* ****** inquiry on January 2, 2025 and provided information regarding the automatic renewal program and no refund policy. The representative removed *********** from the automatic renewal program and provided information that ************ paid membership subscription would lapse on December 30, 2026.Classmates does not have a call log of Mr. ******** contacting Classmates via phone.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm that his paid membership subscription has been removed from the automatic renewal program. His paid membership subscription will therefore lapse on December 26, 2026 and will then revert to a free Classmates membership. *********** will not be charged for any additional membership subscription fees unless he proactively extends his current paid membership term or purchases a paid membership subscription in the future.
  
  This information should resolve Mr. ********* complaint. Should your office or Mr. ******** have any questions or need additional information,please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

• Initial Complaint

  Date:12/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Classmates.com offers a free membership. When I looked at my yearbook on file, I noticed that as I scrolled over the pages, wherever the cursor hit, it would select a persons yearbook photo closest to the cursor and post a pop-up that you visited their profile. There was no way to erase it after one hour when I realized what was happening. When you go to classmates.com and search, How do I remove profile visits? They reply with, If you have a paid membership, you can remove names from your profile visits. Simply click remove next to the name you wish to remove. I have a screenshot of this.Classmates.com deceptively represents that you can erase a profile visit. In reality, you can only erase profile visits people have left for your profile, not someone elses after one hour. Only you the member, can see these visits, why would you care to pay to remove a visit only you can see? The point of removing a profile visit is that you do not intend for a person to perceive you as visiting their profile. First, these visits were created inadvertently. Second, they charge you money to remove them. Thirdly, when you pay for a membership, you cannot remove them as they misleadingly offer.When I paid for a membership on 12/23/2024, within the hour I realized they falsely offered one to be able to remove profile visits with a membership. I emailed them immediately to refund the membership fee charged to me. They have refused to refund my money, despite the fact that, they deceptively offer one to be able to delete profile visits with a paid ************* desired outcome is to receive a full refund to my form of payment. Also, for classmates.com to accurately post that a member cant remove a profile visit after one hour, regardless of whether they have a paid membership or not. The membership money might not seem like a lot, but it is to me. What is also most important is the false misrepresentation of membership that they are taking peoples money on.

  Business Response

  Date: 01/08/2025

  Complaint number: 22743246
  Consumer name: **** ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. *******
  
  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 **********************+ subscription membership. Free members can view any other registered members profile, including registered members of their entire high school affiliation and registered members of their specific graduating class as well as reunion events associated with their class, conversation posts, photo albums and every yearbook on the website. A Classmates+ paid membership provides additional benefits that a free member will not be able to access,such as the ability to send and receive private messages that any other member,even if they are not a paid member, can review and respond to and the ability to view who has visited their profile. A full list of benefits by membership type can be found here: *************************************************************************************************
  
  When a registered member on the Classmates website visits another members profile, they will leave a profile visit on that members profile. If a member does not wish to leave an automatic profile visit on every profile they visit, they can change their settings under the Privacy section located in the My Classmates drop down navigation menu located in the upper right-hand corner of nearly every page of the Classmates website. Information about profile visits and how to change these settings can be found everywhere this feature appears on the Classmates website by clicking or hovering over the small i in a circle icon.  
  
  Once on the Privacy page, the member should scroll down to the Share my activity with others section and click on the toggle button next to Visit profiles anonymously to change their settings to Quiet mode. All members can change this privacy setting regardless of whether they are a paid or a free member. I have attached instructions on how to change this privacy setting.
  
  Once a member changes their settings to Quiet mode they can still leave a profile visit on any profile they visit when they click Tell [Member Name] You Visited. They can also remove their profile visit up to an hour after they left it when they click on Remove Visit on the visited members profile page. I have attached screenshots illustrating how to add and remove a visit.
  
  Based on the interaction log associated to *********************** Inquiry, I can see that she visited the Help Article What are profile visits? Where can I find mine? This help article speaks to how members can see the profile visits left on their own profiles but does provide information at the end of the article on how to change their profile visits privacy settings.I have attached a screen shot of this Help Article and highlighted where this information appears. The Help Article that explains how to change a members privacy settings to not leave a profile visit can be found here: *************************************************************************************************************************************************************
  
  Since its clear that Ms. ****** misunderstood how the site worked, I have provided her a one-time courtesy refund in the amount of $10.80 to her payment method. She should note this refund on her financial account within the next 5 to ***************************************************************************** ******* Classmates account has reverted to a free membership.
  
  Additionally, I can confirm that Ms. ******* profile visit settings is set to Quiet/Anonymous mode and that her account indicates that the recorded profile visits she has made were in 2015. A screen shot showing these visits and her profile visit privacy settings is attached for your review.
  
  This information should successfully resolve Ms. ******* consumer complaint. If your office or Ms. ****** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

• Initial Complaint

  Date:12/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for 1 month it was supposed to be around $6 . They charged me for 3 months then put me on auto renew which I never signed up for and charged me for 3 more months. I tried to cancel online it says you can but it wont let you even when you follow detailed steps. So then I called today and the lady says even though my second three months is pending they cant cancel and refund me. They can only let me use it for 3 more months. I never wanted or asked for it. They charged me for 6 months and wont refund anything. The bill for next 3 months hasnt even cleared its pending. Its fraud and I doubt anything gets done but thought I would try anyway. Any help would be greatly appreciated. Thank you

  Business Response

  Date: 12/18/2024

  Complaint number: 22693443
  Consumer name: **** *****
  
  We are in receipt of the consumer complaint filed by Mr. ***** in connection with his Classmates+ paid membership subscription.
  
  Classmates does not offer a 1-month membership term subscription.The subscription plans offered are a 3-month, 1-year or a 2-year subscription term. All paid membership subscriptions are automatically enrolled into the Automatic Renewal program. Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew.Below, I have outlined the process and the various places in which Classmates notified Mr. ***** of the Automatic Renewal Program.
  
  Mr. ***** purchased an introductory 50% discounted 3-month automatically renewing paid membership on September 16, 2024 in the amount of $10.80 (plus applicable tax). On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ***** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged the full membership price of $21.60 (plus applicable tax) for each renewal period,and that he could visit the Account portion of the website to change his renewal settings at any time. Mr. ***** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 3-month 50% off discounted purchase page is attached of your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. ***** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ***** registration number, the amount he paid for his subscription membership, the renewal date, and a reminder that his paid subscription would renew unless Mr. ***** chose to cancel by visiting the Account portion of the website prior to his renewal date and that no portion of any subscription fee is refundable. A representative copy of this receipt email is attached for your review.  
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmatesnavigation drop down in the top portion of the webpage. Underneath the heading Account, they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  On December 6, 2024, Classmates sent Mr. ***** a notice that his introductory pricing term was about to expire and that his membership subscription would renew for the full term price of $21.60 on December 16, 2024 unless he cancelled his paid membership subscription prior to that date. The email also contained information on how to cancel his paid membership and a reminder that no portion of any membership subscription fees are refundable. A representative copy of this email reminder as well as the email send history from Classmates email systems to Mr. ***** is attached for your review. 
  
  According to our records, Mr. ***** did not opt out of the automatic renewal program or contact the Classmates ********************** about his membership subscription prior to the end of his membership subscription term. As a result, his membership renewed for an additional term and his payment method was charged $21.60 (plus applicable tax) on December 16,  2024 in accordance with the disclosures and the Terms of Service that he agreed to during his September 16, 2024 purchase.
  
  On December 16, 2024, after Mr. ***** had been billed for his most recent renewal term, Mr. ***** removed his payment information from the Account and Billing page on the Classmate website. This effectively removed his paid membership subscription from the automatic renewal program. Mr. ***** subscription history is attached for your review.  
  
  On the same day, Mr. ***** called Classmates and spoke to a member care representative. I have pulled the call logs and reviewed the call. During the call, Mr. ***** asked the representative to delete his Classmates account and acknowledged that deleting his membership would result in the forfeiture of his most recent paid membership subscription fee. Per his request, the representative deleted his Classmates membership and account.
  
  As noted above, Classmates has a no refund policy and per his request and upon his acknowledgement of the forfeiture of his last paid subscription fee, Mr. ***** Classmates account was deleted.
  
  This information should resolve Mr. ***** complaint. Should your office or Mr. ***** have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22693443
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they turned on autorenewal with out my permission and never notified me about it. i originally signed up for a 2 year thing with no renewed subscription. yet they turned it on and doubled the price and charged me $96.00 with out my consent. i tried calling them they were rude waited several minutes before they said its ok this call is being recorded so i just said its ok being recorded on my end and they hung up. they do not want to be recorded they don't want to answer and there excuse was that they sent a email out witch i never received my son has turned it off for the second time yet they still refuse to cancel it

  Business Response

  Date: 12/17/2024

  Complaint number: 22682728
  Consumer name: **** ****
  
  We are in receipt of the consumer complaint filed by Ms. **** in connection with her Classmates+ paid membership subscription.
  
  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 **********************+ 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, see who has left I Remember Yous and the ability to send and receive private messages to or from any member, even if the other member is not a paid subscriber.
  
  Classmates does not offer trial memberships or ala carte membership subscriptions. All paid membership subscriptions are automatically enrolled into the Automatic Renewal program. Additionally, Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. **** of the Automatic Renewal Program.
  
  Ms. **** purchased an introductory 50% discounted 2-years paid membership subscription in the amount of $48.00 on December 6, 2022n using her ****** account. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. **** was specifically notified that her membership subscription fees were non-refundable, that her membership subscription would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $96.00 for each renewal, and that she could visit the Account portion of the website to change her renewal settings at any time. Ms. **** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the introductory 2-year subscription purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  "Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The No Refund Policy section located under the *************** portion of the Terms of Service states:
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Ms. **** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ****** membership registration number, the amount Ms. **** paid for her paid membership, her renewal date, and a reminder that her membership subscription would automatically renew in the amount of $96.00 unless she chose to cancel by visiting the Account portion of the website prior to her renewal date and that no portion of any paid membership fees were refundable. A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage underneath the My Classmates drop-down navigation menu. Underneath the Account heading they will see an "Account & Billing" link. Once the member clicks on the link and logs into their account, they are presented with information about their paid account, including the length of the term,the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder (AR30). Classmates sent Ms. **** this AR30 renewal reminder on October 27, 2024 to the email address associated with her account. A screen shot showing the email send history from Classmatesemail systems to Ms. **** is attached for your review.           
  
  This reminder email provided information that Ms. ***** 2-year paid membership subscription would automatically renew on December 6, 2024 in the amount of $96.00 unless she changed her renewal status prior to her renewal date, instructions on how to change her automatic renewal status and as well as a phone number and a link to contact Classmates if she needed assistance with cancelling her renewal. A representative copy of the AR30 renewal email is attached for your review.
  
  According to our records, Ms. **** did not opt out of the automatic renewal program or contact Classmates prior to her renewal date and,as a result, her membership was renewed for an additional 2-year term and her ****** account was charged $96.00 on December 6, 2024 in accordance with the disclosures and the Terms of Service that she agreed to during her 2022 purchase. 
  
  On December 13, 2024, Ms. **** called Classmates and spoke to a member care representative. I have pulled the call logs and reviewed the call personally. During the call, the representative explained the automatic renewal program and why Ms. ***** account had been automatically renewed. Ms. **** initially responded to the representative that the automatic renewal program had not been disclosed to her at purchase, that her ****** and other financial information had been hacked and that she did not have access to her financial accounts. From the call it appears that Ms. **** handed the phone to another male individual,however she did not provide Classmates authorization to talk to this individual about her account prior to handing the phone to him as required by the Classmates Privacy Policy. This individual escalated the discussion and indicated they were also recording the call and intended to hire a lawyer. The representative then ended the call.   
  
  As noted above and stated in the Terms of Service, Classmates has a no refund policy. Upon a review of Ms. ***** membership record and her previous paid membership subscriptions, it appears that Ms. **** is aware of the automatic renewal program and received a one-time courtesy refund in the amount of $72.00 on September 28, 2020. A copy of her membership record showing this refund, Ms. ***** previous paid membership subscription purchases and Ms. ***** frequent use of the Classmates website is attached for your review.
  
  Ms. **** has subsequently filed a payment dispute with *******This dispute is still pending with ******. However, I can confirm that Ms. ***** account has been removed from the automatic renewal program and should ****** rule that her paid membership subscription fees are valid charges, her paid membership subscription will lapse on December 6, 2026 and then revert to a free Classmates account. No additional fees will be charged to Ms. ***** payment method after that date unless she proactively takes action to extend her membership subscription term or purchases a paid membership subscription plan in the future.
  
  This information should successfully resolve Ms. ***** complaint.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  www.classmates.com