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:11/07/2025

  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.

  Automatic Renewal without any notification of the customer. Refusal to provide a refund

  Business Response

  Date: 11/11/2025

  Complaint number: 24118896
  Consumer name: ****** *********
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ********* regarding his Classmates+ paid membership subscription under registration number **********.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  Mr. ********* upgrade his free membership and purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00 on November 5, 2023. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ********* was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $96.00 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 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 was refundable. A representative copy of the receipt email is attached for your review.  
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmatesnavigation drop down in the top portion of the webpage. Underneath the heading Account, they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a paid membership subscription term one year or longer an Automatic Renewal Reminder (AR30). Classmates sent Mr. ********* this AR30 email renewal reminder on September 26, 2025 to the email address associated with his account, which is the same email address Mr. ********* listed in his complaint.
  
  This AR30 reminder email provided information that Mr. ********** 2-year paid membership subscription would automatically renew on November 5, 2025 in the amount of $96.00 unless he changed his renewal status prior to his renewal date and instructions on how to change his renewal preference. The renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with cancelling his automatic renewal prior to his renewal date. A representative copy of the AR30 email reminder as well as the email send history from Classmates email systems to Mr. ********* is attached for your review.
  
  According to our records, Mr. ********* did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $96.00 in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm 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+ paid membership subscription will lapse on November 5, 2027 and then revert to a free Classmates account.
  
  This information should resolve Mr. ********** complaint. Should your office or Mr. ********* have any questions or need additional information,please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  
  

  Customer Answer

  Date: 11/17/2025

   
  Complaint: 24118896
  
  I am rejecting this response because:

  My complaint is not about their no refund policy and its disclosure. My specific complaint is their failure to notify me prior to renewal date of their intent to renew 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:11/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charge from Classmates that I did not authorize.

  Business Response

  Date: 11/11/2025

  Complaint number: 24095697
  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 a discounted introductory 50% 3-month automatically renewing paid membership in the amount of $10.80 on August 1, 2025. Prior to completing his purchase, Mr. ***** was specifically notified that his membership fees were non-refundable and that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $21.60 for each renewal and that he could visit the Account portion of the website to change his renewal status at any time. Mr. ***** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  "Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account &Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The No Refund Policy section located under the *************** portion of the Terms of Service states:
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. ***** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained Mr. ****** membership registration number, the amount Mr. ***** paid for his membership subscription, his renewal date, his renewal amount, a reminder that his paid subscription would renew unless he chose to cancel by visiting the Account portion of the website prior to the end of his renewal term and that no portion of his paid membership fees were refundable.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates drop down navigation menu in the top righthand portion of the webpage. When a member clicks on Account, they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term,the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  According to our records, Mr. ***** did not opt out of the automatic renewal program and, as a result, his membership was renewed for an additional term and his payment method was charged $21.60 on November 1, 2025,in accordance with the disclosures and the Terms of Service that he agreed to during his initial paid membership subscription purchase.
  
  According to the Terms of Service, Classmates has a no refund policy. However, a customer service representative provided Mr. ***** a refund in the amount of $21.60 on November 4, 2025 in relation to a dispute notification from ******************** institution. If Mr. ***** needs additional information regarding this matter, he should contact his bank directly.
  
  Mr. ****** Classmates account has reverted to a free account. If he would like to delete his free account, he can follow the instructions located at ********************************************************************************************* to delete his Classmates membership.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:11/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I woke up to a $96 annual fee charged to my ****** account. When I went into the Classmates website, it said this amount was non-refundable, even though I want to close my account.

  Business Response

  Date: 11/11/2025

  Complaint number: 24095551
  Consumer name: *** ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ****** regarding her Classmates+ paid membership subscription under registration number **********.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ****** of the Automatic Renewal Program.
  
  Ms. ****** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00 on November 2, 2023. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ****** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $96.00 for each renewal,and that she could visit the Account portion of the website to change her renewal preference at any time. Ms. ****** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the discounted 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Ms. ****** would have received a paid subscription confirmation email sent to the email address associated with her account.This email contained Ms. ******* registration number, the amount she paid for her subscription membership, the renewal date, and a reminder that her paid subscription would renew unless Ms. ****** chose to cancel by visiting the Account portion of the website prior to her renewal date and that no portion of any subscription fee was refundable.
  
  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 indicates that Classmates sent Ms. ****** this AR30 email reminder on September 23, 2025 to the email address associated with her account, which is the same email address as listed in her complaint.
  
  The AR30 reminder email provided information that Ms. ******* 2-year paid membership subscription would automatically renew on November 2, 2025 in the amount of $96.00 unless she changed her renewal status prior to her renewal date and instructions on how to change her automatic renewal preference.The renewal reminder also included a phone number and a link to contact Classmates if she needed assistance with changing her automatic renewal status prior to her renewal date. A representative copy of the AR30 email reminder as well as the email send history from Classmates email systems to Ms. ****** is attached for your review.
  
  According to our records, Ms. ****** did not opt out of the automatic renewal program or contact Classmates prior to her renewal date and,as a result, her paid membership subscription was renewed for an additional term and her payment method was charged $96.00 in accordance with the disclosures and the Terms of Service that she agreed to during her 2023 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm that Ms. ******* paid membership subscription has been removed from the automatic renewal program and unless Ms. ****** takes any proactive measures to extend her current paid membership subscription term, her Classmates+ subscription will lapse on November 2, 2027 and then revert to a free Classmates account.
  
  This information should resolve Ms. ******* complaint. Should your office or Ms. ****** have any questions or need additional information,please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  
  

• Initial Complaint

  Date:10/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a former customer of ********************** and my old account was not active. Auto-renew was turned off. They had my ****** payment information from more than 5 years ago. Without my authorization or consent on 17 October this year they processed a ****** charge of $96 which was withdrawn from my checking account by ******. Upon contacting Classmates they falsely claim I turned auto-renew on and agreed to this transaction which is false. They then refused to refund my money and blamed me saying I could only cancel the service after 2 years of continued activity. I DID NOT AUTHORIZE THIS CHARGE and have filed a fraud complaint with the payment service ******.

  Business Response

  Date: 10/27/2025

  Complaint number: 24069465
  Consumer name: ***** *******
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ******* regarding his Classmates+ paid membership subscription under registration number 2464168.
  
  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 October 17, 2023. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ******* was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his ****** 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 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 and that no portion of any membership fee is refundable.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmatesnavigation drop down in the top portion of the webpage. Underneath the heading Account, they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a paid membership subscription term one year or longer an automatic renewal reminder (AR30). Classmates sent Mr. ******* this AR30 renewal reminder on September 7, 2025 to the Hotmail email address associated with this account.
  
  This reminder email provided information that Mr. ******** 2-year paid membership subscription would automatically renew on October 17, 2025 in the amount of $96.00 unless he changed his renewal status prior to his renewal date and instructions on how to change his renewal preference. The renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with cancelling his automatic renewal prior to his renewal date. A representative copy of the AR30 email reminder as well as the email send history from Classmates email systems to Mr. ******* is attached for your review.
  
  According to our records, Mr. ******* did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $96.00 on October 17, 2025 in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. On or about October 22, 2025, Classmates was notified that Mr. ******* filed a payment dispute with ******. ****** has not yet ruled on the dispute. However,in the meantime, I can confirm Mr. ******** paid membership has been removed from the automatic renewal program and his membership subscription has been placed in manual renewal. In the event ****** rules in Classmates favor, *********** paid membership subscription will lapse on October 17, 2027, and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to his payment method unless he proactively extends his current paid membership subscription 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
  ******************************

  Customer Answer

  Date: 10/30/2025

   
  Complaint: 24069465
  
  I am rejecting this response because:

  My trial membership started on 17 Oct 2023 and shortly thereafter I changed the auto-renew option to OFF.  My activity on their service was limited at that time to a few logins and purchasing reprints of my high school annual.  I challenge them to show login activity over the past 2 years to showing continued use of their service.  There was no intent to continue to use their sub-standard service and definitely not to renew.  Recent activity was to attempt recovery of funds taken without my knowledge.

  My account should have remained inactive and no intent was given by me to renew.  If notice was sent to my Hotmail account in 2023, and I am not acknowledging any was received, it could possibly have been blocked by a filter which filters out illegal activity or communications from companies practicing deceptive or illegal business practices.  Upon further investigation I discovered such practices by Classmates.com as a company and decided it best not to deal with them.  For instance:

  (According to ******* Classmates has faced legal trouble and paid settlements related to its automatic renewal practices such as:

  2010 - They were forced to pay a $9.5 million settlement for deceptive ads, e-mails and making false claims.
  2015 - $11 million settlement for misleading practices filed by 22 state Attorneys General pertaining to customer auto-renew deception.
  2021 - $550,000 paid to the state of California for failing to clearly and conspicuously disclose auto-renewal terms and obtain proper consent.

  Furthermore, according to ******, Classmates.com continues to this day to receive numerous ongoing complaints to the Better Business Bureau and Consumer Affairs for CONTINUED deceptive auto-renew practices.

  I have not used their service for the $96 that was fraudulently taken from me.  Therefore they have provided me no service, nor expended resources except to claim I renewed my service which I did not.  I formally and unequivocally dispute I authorized them to renew my account or to take any fees from my ****** account or bank account.  A full refund is warranted and they should be admonished for their actions.  Thank you for your assistance in this matter. 
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:10/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never authorized the following payment to this company. I did not agree to any renewal. This was done without my knowledge or agreement. This is fraudulent behavior from classmates.com Merchant informationPCH*Classmates SEA-AMAZON-*********************************** Merchant order ********** Charge amount$96.00 USD Payment methodVisa **2664 Payment dateSaturday, October 25, 2025 at 12:18:51 AM PDT ****** Pay payment *********************

  Business Response

  Date: 10/27/2025

  Complaint number: 24062823
  Consumer name: ***** *********
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ********* regarding his Classmates+ paid membership subscription under registration number **********.
  
  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 October 25, 2023. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ********* was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his ****** 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. 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 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. ********************* 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 membership fee is refundable.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmatesnavigation drop down in the top portion of the webpage. Underneath the heading Account, they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a paid membership subscription term one year or longer an automatic renewal reminder (AR30). Classmates sent Mr. ********* this AR30 renewal reminder on September 15, 2025 to the email address associated with this account: ***************************************************.
  
  This reminder email provided information that Mr. ********* 2-year paid membership subscription would automatically renew on October 25, 2025 in the amount of $96.00 unless he changed his renewal status prior to his renewal date and instructions on how to change his renewal preference. The renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with cancelling his automatic renewal prior to his renewal date. A representative copy of the AR30 email reminder as well as the email send history from Classmates email systems to Mr. ********* is attached for your review.
  
  According to our records, Mr. ********* did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $96.00 on October 25, 2025 in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.
  
  A review of *. ********* membership account indicates he has used his paid membership benefits since it renewed to view who has visited his profile.
  
  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 October 25, 2027, and will 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:10/18/2025

  Type:Customer Service 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 made Multiple requests to stop sending me emails, but they will not stop.

  Business Response

  Date: 10/20/2025

  Complaint number: 24033854
  Consumer name: ******* ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. *******
  
  Per his request, I have deleted Mr. ******* free Classmates membership and removed his information from the Classmates website on October 20, 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: 10/27/2025

   
  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:10/16/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While browsing on classmates.com I was prompted to upgrade to a paid account to "view my private message." One of the perks explicitly listed was "read your private message," indicating that I had a private message to read. It was heavily implied that I had a notification of a private message to read, that was not viewable unless I upgraded to a paid membership. My curiosity got the better of me and I upgraded to the paid account - but I did not actually have any private message to read. This is a predatory tactic used to illicit money from users of the website. Instead of stating 'read your private message,' it should say 'read private messages' or something that doesn't imply that the user does indeed have their own private message to read. I am very irritated that I was duped in this way and don't feel they should be able to fool people into giving up their money for literally nothing. Thank you.

  Business Response

  Date: 10/24/2025

  Complaint number: 23004987
  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 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 and the ability to send and receive private messages that any member, even if they are not a paid member, can read and respond to.
  
  Classmates does not market to free members that they need to purchase a paid membership to view all of their private messages since free members may be able to see a private message sent to them by other paid members. Rather, it advertises the paid component of the feature as unlimited private messaging. Messages that free members cannot read or reply to are clearly labeled as lockedwithin the Classmates ***************** and messages sent by paid members are identified as originating from a CM+ member.
  
  When Ms. ****** purchased her paid membership subscription, she was notified on the subscription purchase page and within the receipt email that all membership subscription fees were nonrefundable.Furthermore, the ************* portion of the Terms of Service, which Ms. ****** agreed to when she registered on the website and again when she purchased her membership states:
  
  D. No Refund Policy. 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.
  
  Per the Terms of Service, Classmates has a no refund policy. However,as a matter of customer courtesy, I have provided a one-time only refund to ********* on October 24, 2025. Ms. ****** 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 *********** the meantime, Ms. ******* Classmates membership has reverted to a free membership,and she wont be billed for any additional membership subscription fees unless she proactively purchases a paid membership subscription in the future.
  
  This information should successfully resolve Ms. ******* consumer complaint. If the BBB or Ms. ****** have any questions or need additional information, please feel free to email me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

• Initial Complaint

  Date:10/16/2025

  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 the same day I was charged an automatic renewal fee by Classmates.comwithout my consent or prior notificationI contacted their customer support. They refused to issue a refund, citing a no refunds policy. When I asked to escalate the issue, the representative declined and said someone would follow up via email within 24 hours. I have not received any further communication.

  Business Response

  Date: 10/17/2025

  Complaint #: 24025837
  Consumer:***** *********
  
  We are in receipt of the complaint filed by Mr. ********* regarding his Classmates+paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ********* of the Automatic Renewal Program.
  
  ************ purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on October 16, 2024 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ********* was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $60.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings at any time. Mr. ********* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the discounted 1-year membership purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service at the time Mr. ********* made his purchased 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. *********** membership registration number, the amount Mr. ********* paid for his paid membership, his renewal date, a reminder that no portion of any of his subscription fees were refundable and that his paid subscription would renew unless he chose to cancel by visiting the Account portion of the website prior to his renewal date. A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates drop down navigation menu in the top right portion of the website. Underneath the Accountheading, they will see an "Account & Billing" link. Once the member clicks on the link and logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a 1- or 2-year membership an automatic renewal reminder (AR30).A review of our email logs indicates Classmates sent this AR30 reminder to Mr. ********* on September 6, 2025, to the email address associated with his account, which is the same email address as listed in his complaint.
  
  This AR30 reminder email provided information that Mr. ********** 1-year membership would automatically renew on October 16, 2025 in the amount of $60.00 unless he changed his renewal status prior to its renewal date and instructions on how to cancel his paid membership online. The email included a phone number to call Classmates as well as a link to email the Classmates ********************** if he needed assistance in cancelling his paid membership prior to his renewal date. A representative copy of this AR30 email reminder as well as the email send history from Classmates email systems to Mr. ********* is attached for your review.
  
  According to our records, Mr. ********* did not opt out of the automatic renewal program or contact Classmates *********** prior to his renewal date and, as a result, his membership was renewed for an additional term and his payment method was charged $60.00 on October 16, 2025 in accordance with the disclosures and the Terms of Service that he agreed to during his 2024 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm Mr. ********* 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 October 16, 2026, and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to his payment method unless he proactively extends his current paid membership term, or he purchases a paid membership subscription in the future.
  
  This information should 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
  ******************************
  

• Initial Complaint

  Date:10/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Classmates.com billed my **************** account for an automatic renewal of my subscription which I did not authorize. I did not receive any email or other option to cancel or renew my membership before I was charged. I immediately contacted Classmates.com for a refund and was told that I could not cancel my membership effective 10/25 and would be charged the $60.00 posted to my account for 10/2510/26. I would be able to cancel after 10 /26.I had no intention of renewing my membership and certainly not for $60 when I was charged $30 last year after a similar confrontation about renewing my subscription without my permission. I had the misfortune to speak with the most ***** customer service representative I have ever encountered. This business is a scam and after reading all of the complaints about their unethical billing practices, it should be shut down. it does nothing but inundate members with bogus emails about their account *********** one should subscribe and provide credit card information to this disreputable business. I have notified **************** and ****** about this unauthorized charge.

  Business Response

  Date: 10/20/2025

  Complaint #: 24015050
  Consumer:********* ********
  
  We are in receipt of the complaint filed by Ms. ******** regarding her Classmates+paid membership subscription.
  
  All membership subscription purchases on the Classmates website are enrolled in the Automatic Renewal Program. Classmates does not offer a single term membership purchase option.  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ******** of the Automatic Renewal Program.
  
  Ms.******** purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on October 14, 2024 in the amount of $30.00. 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 $60.00 for each renewal, and that she could visit the Account portion of the website to change her renewal settings at any time. Ms. ******** was presented with language on 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 1-year membership purchase page for California residents 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 receipt email sent to the email address associated with her account. This email contained Ms. ********** membership registration number, the amount Ms. ******** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the Accountportion of the website prior to her renewal date and that no portion of any subscription fee is refundable. A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates navigation drop down menu in the top portion of the webpage. Underneath the heading Account,they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal,they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a 1- or 2-year membership an automatic renewal reminder (AR30).A review of our email logs indicates Classmates sent this AR30 reminder to Ms. ******** on September 4, 2025 to the email address associated with her account, which is the same email address that is listed in her consumer complaint.
  
  Ms.********* most recent AR30 email reminder provided information that Ms. ********* 1-year membership would automatically renew on October 14, 2025  unless she changed her renewal status prior to its renewal date and instructions on how to cancel her paid membership online and included a phone number to call Classmates as well as a link to email the Classmates ********************** if she needed assistance in cancelling her paid membership prior to her renewal date. A representative copy of the AR30 email reminder sent to Ms. ******** as well as the email send history from Classmates email systems 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 and her payment method was charged $60.00 in accordance with the disclosures and the Terms of Service that she agreed to during her 2023 purchase.
  
  According to the call logs, Ms. ******** did not call until after her renewal date on October 14, 2025. A review of the recorded call indicates that the Classmates *********** Representative was respectful and responded to Ms. ********* call in an appropriate manner.
  
  Additionally,a review of her membership records indicates that Ms. ******** is aware of the automatic renewal program from her previous five paid membership subscription purchases. Three of these paid membership subscription purchases had membership terms that automatically renewed for multiple terms.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm Ms. ******** has been removed from the Automatic Renewal Program and her paid membership subscription has been placed in manual renewal. Her paid membership subscription will therefore lapse on October 14, 2026, and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to her payment method unless she proactively extends her current paid membership subscription or purchases a paid membership subscription in the future.
  
  Please note, if Ms. ******** elects to purchase a paid membership subscription in the future,this membership will be placed in the Automatic Renewal Program and she will need to change her subscription status to Manual renewal in the "Account & Billing" section located under My Classmates navigation menu.
  
  This information should resolve Ms. ********** complaint. Should your office or Ms. ******** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:10/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 11, 2024 I subscribed to Classmates.com for a $30 annual fee. I did this mainly to help me contact fellow classmates about our 50th high school reunion that was to be held on September 6, 2025. Shortly after the reunion, around September 10 or so, I went to the Classmates.com website to stop any recurring charges by changing the renewal method to "Manual" as instructed by them. The expiration date was set as October 11, 2025. I did not bother to make a copy or screenshot as I had no idea they were going to cheat me at that time.On October 10, 2025 I received an alert from the *************** that there was a pending charge of $60 for the renewal fee. In shock, I went to the website and checked it, and the renewal had been changed back to Automatic (by?). So I changed it once again to Manual and the expiration date then reverted back (again) to October 11, 2025. The next day, I saw the purchased was still not canceled and was proceeding at the bank. So I sent Classmates.com an email on Saturday, October 11 and then called them on Monday, October 13 to rectify this. The customer service *** said they are not authorized to make billing adjustments and a supervisor would call me within 24 hours; I never received any call. I did receive an email from "*****" on October 14 explaining their policy but did not accept any of my legitimate explanation for their error. I do not want another year of Classmates.com, I NEVER agreed to it and in fact took steps to prevent it from happening but Classmates.com seemingly manipulated the account to keep it on renewal and will not issue a refund for a service I did not authorize or use. I want my $60 back.

  Business Response

  Date: 10/17/2025

  Complaint # ********
  Consumer:**** ******
  
  We are in receipt of the complaint filed by Mr. ****** regarding his Classmates+ paid membership subscription renewal.
  
  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 1-year automatically renewing paid membership subscription on October 11, 2024 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $60.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings at any time. Mr. ****** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). As a resident of **********, Mr. ****** was required to select a checkbox next to the automatic renewal disclosure before he could complete his purchase. A representative copy of this 1-year introductory membership 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. ******s membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, a reminder that no portion of any of his subscription fees were refundable and that his paid subscription would renew in the amount of $60.00 unless he chose to cancel by visiting the Account portion of the website prior to his renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates drop down navigation menu in the top right portion of the website. Underneath the Accountheading, they will see an "Account & Billing" link. Once the member clicks on the link and logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a 1- or 2-year membership an automatic renewal reminder. A review of our email logs indicates Classmates sent this reminder to Mr. ****** on September 1, 2025 to the email address associated with his account, which is the same email address as listed in his complaint.
  
  This reminder email provided information that Mr. ******s 1-year membership would automatically renew on October 11, 2025 in the amount of $60.00 unless he changed his renewal status prior to its renewal date and instructions on how to cancel his paid membership online. The email included a phone number to call Classmates as well as a link to email the Classmates ********************** if he needed assistance in cancelling his paid membership. 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 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 11, 2025, in accordance with the disclosures and the Terms of Service that he agreed to during his 2024 purchase.
  
  Classmates denies Mr. ******s allegation that it manipulated his automatic renewal status. Our internal logs show that Mr. ****** did not remove his paid membership from the automatic renewal program until after the renewal occurred on October 11, 2025. A copy of the relevant log is attached for your review.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm that Mr.******s membership has been removed from the automatic renewal program and his paid membership subscription will lapse on October 11, 2026 and then revert to a free account. No additional membership subscription fees will be charged to his payment method unless he proactively extends his current paid membership term or he purchases a paid membership subscription in the future.
  
  This information should resolve Mr. ******s complaint. Should your office or Mr. ****** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 10/24/2025

   
  Complaint: 24013804
  
  I am rejecting this response because:

  1. No reminder email was ever sent to me. This is pure fabrication by Classmates.com. I checked my deleted emails including any that may have fallen into "junk" over the past 6 months and there was NONE from Classmates. If they did sent two, please provide the exact dates when they were sent.

  2. I physically made the change from Automatic to Manual renewal TWICE and on both occasions Classmates.com changed them back to Automatic so it could be renewed without my consent. I changed it once on or around September 10 and then again on October 10.

  3. These fraudulent activities will be passed to the relevant authorities if not resolved by Classmates with a refund for $60.00.

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