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:02/06/2024

  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.

  January 28, 2020 I let the scription expire more than a year ago. Classmates charger a card that I had not provided and charged me $60 to extend the services for another year. When I questioned Classmates as to how they were able to charge a card that I did not have on file I was informed that they used a card processing center that automatically updated the information. I feel that this is not only a matter of fraud but also trickery on behalf of Classmates. I have been told by an agent that even if they cancel the service immediately, I will not receive a refund. I feel that this is a legitimate complaint as I did not give consent to have the funds taking out of my account. I HAVE TO WONDER HOW MANY OTHER PEOPLE THIS COMPANY HAS STOLEN FROM.

  Business Response

  Date: 02/16/2024

  Complaint number: 21254341
  Consumer name: ***************************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** in connection with his paid Classmates+ ********** subscription.  
  
  Classmates provides clear disclosures within the paid ********** process that fee-based **********s will automatically renew. Below, I have outlined the process and the various places in which Classmates notified **************** of the Automatic Renewal Program.
  
  **************** purchased an introductory 50% discounted 1-year automatically renewing paid ********** on January 14, 2022 in the amount of $24.00. On the payment information page of the paid ********** purchase process, prior to completing his purchase, **************** was notified that his ********** fees were non-refundable, that his ********** would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $48.00 for each renewal, and that he could visit the Account portion of the website to change his renewal preference at any time. *************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 1-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:
  
  "Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website,clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  And the No Refund Policy section located under the ***** Services" portion of the Terms of Service states:
  
  All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not *********** a refund or to have your **** Services reinstated.
  
  Shortly thereafter, **************** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained Mr. ******* registration number, the amount he paid for his paid **********, the renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Account portion of the website prior to his renewal date.  
  
  The "Account"section is accessible from nearly every page of the Classmates website and is located under the My Classmates drop down navigation menu in the top righthand portion of the webpage. When a member clicks on Account, they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a ********** subscription term one year or longer an Automatic Renewal Reminder. Classmates sent **************** the email renewal reminder on December 5, 2022 and December 5, 2023 to the email associated with his account.  
  
  The 2022 email reminders provided information that Mr. ******* 1-year ********** would automatically renew on January 14, 2023 and that the full price of a 1-year ********** renewal was increasing from $48.00 to $60.00 starting with his next renewal date and instructions how to remove his account from automatic renewal.
  
  The 2023 email remainder informed **************** that his 1-year ********** would automatically renew on January 14, 2024 in the amount of $60.00 unless he changed his renewal status prior to its renewal date as well as instructions on how to cancel his paid ********** online. The email also included a phone number to call Classmates as well as a link to email the Classmates ********************** if he needed assistance in canceling his paid **********. The subject line of this renewal reminder was Your Classmates.com Membership Anniversary New Term. A representative copy of the 2023 email reminder as well as the email send history from Classmates email systems to *************** is attached for your review.
  
  According to our records, **************** did not opt out of the automatic renewal program or contact Classmates prior to either of his renewal dates and, as a result, his ********** was renewed for additional terms and the payment method listed on his account was charged $60.00 for each renewal in accordance with the disclosures and the Terms of Service that he initially agreed to during his 2022 purchase. Mr. ******* most recent renewal was processed on January 23, 2024 with his updated credit card information provided by his financial services company via their credit card updater service. 
  
  Per the Terms of Service, Classmates has a no refund policy. On or about January 29, 2024, **************** contested his renewal fees with his financial institution. As part of the chargeback process, the renewal fees were refunded to his account and his ********************** ********** reverted to a free account. **** subsequently ruled the subscription fees were valid charges and the fees were returned to Classmates.
  
  On February 6, 2024, **************** called Classmates and requested that his paid ********** benefits be reinstated. I can confirm that Mr. ******* paid ********** benefits were restored to his account on that date. Mr. ******* paid ********** therefore will expire on February 6, 2025, and his account will then revert to a free Classmates account. No additional subscription fees will be charged to his account unless he proactively extends his current paid ********** term, or he purchases a future paid ********** subscription. A copy of Mr.******* ********** record is attached for your review.
  
  Should your office or **************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:02/06/2024

  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 automatically renewed my subscription without my permission. I joined two years ago and I understand that I was charged two years ago for something I requested. This one I did not request and when I saw the pending charge of ***** on my account I immediately called them up on 2-5-2024 and told them I did not want this and this should have not automatically renewed. This person was very rude to me and she said no refunds. I told her I did not want this and this should not have automatically renewed. She was not interested in helping in any way and I cannot afford something that I did not want. I want everything cancelled from them and this has been a nightmare.

  Business Response

  Date: 02/14/2024

  Complaint number: 21252797
  Consumer name: *************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ******************** in connection with her paid Classmates+ membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ******************** of the Automatic Renewal Program.
  
  On February 3, 2022, ******************** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, ******************** was specifically notified 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 automatic renewal preference at any time. ******************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time of ********************,purchase stated:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services.Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by 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.
  
  And the No Refund Policy section located under the ***** Services" portion of the Terms of Service states:
  
  All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not *********** a refund or to have your **** Services reinstated.

  Shortly thereafter, ******************** would have received a paid subscription confirmation email receipt sent to the email address associated with her account. This email contained ************************ membership registration number, the amount ******************** paid for her paid membership, her renewal date,and a reminder that her paid subscription would renew unless she chose to cancel by visiting the Account portion of the website prior to her renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage underneath the My Classmates drop-down navigation menu. 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 membership subscription term one year or longer an Automatic Renewal Reminder. Classmates sent ******************** this renewal reminder on December 25, 2023 to the email address associated with her account, which is the same email address as listed in her complaint. A screen shot showing the email send history from Classmates email systems to ******************* is attached for your review.         
  
  This reminder email provided information that Ms. ********* 2-year paid membership subscription would automatically renew on February 3, ********************************************************************************* the amount of $96.00 on her next renewal date. The renewal reminder also included a phone number and a link to contact Classmates if she needed assistance with cancelling her renewal. The subject line of the renewal reminder was Your Classmates.com Membership Anniversary Updated Pricing.
  
  According to our records, ******************** did not opt out of the automatic renewal program or contact Classmates prior to her renewal date and, as a result, her membership was renewed for an additional 2-year term and her payment method was charged $96.00 on February 3, 2024 in accordance with the disclosures and the Terms of Service that she agreed to during her 2022 purchase. 
  
  Per the Terms of Service, Classmates has a no refund policy. ******************** subsequently filed a payment dispute with PayPal. This dispute is still pending with PayPal.However, I can confirm that Ms. ********* account has been removed from the automatic renewal program and should PayPal rule that her paid membership subscription fees are valid charges, her paid membership subscription will lapse on February 3, 2026 and then revert to a free Classmates account.
  
  Should your office or ******************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  

  
  

  Customer Answer

  Date: 03/01/2024

  This is not resolved, and I received no email about being tied into another two years.  There are so many complaints about this company charging people $96.00, and they say that they supposedly sent an email. 

• Initial Complaint

  Date:02/03/2024

  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.

  I was charged without prior notification for more than double the original amount. The business claimed I signed an agreement that they could charge me yearly and notified me. However, I have seen no proof of an advance email nor anything that shows they more than doubled the fee. This business has more that 3000 complaints of this type. I cannot add supporting documents because the company sent no notification. When I called the company they laughed and said they hear this every day and would not get my money back.

  Customer Answer

  Date: 02/03/2024

  I contacted them the day after they seized $60 from my account to request a refund. They stated no, when I complained and told them I had not received any notification they laughed and said, Thats how it works but Ill take you off for 2025. Im 65 years old and retired, this is inappropriate behavior 

  Business Response

  Date: 02/08/2024

  Complaint #: 21241219
  Consumer:*******************
  
  We are in receipt of the complaint filed by **************** regarding her Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified **************** of the Automatic Renewal Program.
  
  *************** purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on January 29, 2023 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, **************** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $60.00 for each renewal, and that she could visit the Account portion of the website to change her renewal settings at any time. **************** was presented with language on the same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 1-year membership purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the ***** Services" portion of the Terms of Service states:  
  
  All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not *********** a refund or to have your **** Services reinstated.
  
  Shortly thereafter, **************** would have received a paid subscription confirmation receipt email sent to the email address associated with her account. This email contained **************** membership registration number, the amount **************** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the Accountportion of the website prior to her renewal date and that no portion of any of her paid membership fees were refundable. A representative copy of the email receipt 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. A review of our email logs indicates Classmates sent this reminder to **************** on December 20, 2023 to the email address associated with her account, which is the same email address as listed in her complaint.  
  
  This reminder email provided information that **************** 1-year membership would automatically renew on January 29, 2024, in the amount of $60.00 unless she changed her renewal status prior to its renewal date as well as instructions on how to cancel her paid membership online. The email also included a phone number to call Classmates as well as a link to email the Classmates ********************** if she needed assistance in canceling her paid membership. The subject line of this renewal reminder was Your Classmates.com Membership Anniversary New Term. A representative copy of this email reminder as well as the email send history from Classmates email systems to **************** is attached for your review.
  
  According to our records, **************** did not opt out of the automatic renewal program,and, as a result, her membership was renewed for an additional term and her payment method was charged $60.00 on January 29, 2024 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. On February 8, 2024,Classmates was notified that **************** filed a payment dispute with PayPal.PayPal has not yet ruled on the dispute. However, in the meantime, I can confirm **************** paid membership has been removed from the automatic renewal program and her membership subscription has been placed in manual renewal. In the event PayPal rules in Classmates favor, **************** paid membership subscription will lapse on January 29, 2025, 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.
  
  Additionally,as noted on the BBB website, Classmates has been in business for over 27 years and has been accredited with the BBB since 1999. The BBB notes that Classmates has had 371 complaints during the last 3 years, not the over 3000 referenced in **************** complaint.
  
  This information should successfully resolve **************** complaint. Should your office or **************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:02/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2 years ago I subscribed to Classmates.com . At that time I did not agree for an automatic renewal to the subscription. December 10th of 2023 they took ***** out of my checking account for automatic renewal that I did not authorized. I have contacted them, and they told me that when this current subscription is up they won't auto renewal it. I can't seem to get it through to them I want my money back.

  Business Response

  Date: 02/08/2024

  Complaint number: 21238137
  Consumer name: *********************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  ************** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $36.00 on December 9, 2021. On the payment information page of the paid membership purchase process, prior to completing his purchase, ************** was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $72.00 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 at the time ************** made his purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the ***** Services" portion of the Terms of Service states:  
  
  All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not *********** a refund or to have your **** Services reinstated.
  
  Shortly thereafter, ************** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained Mr. ****** registration number, the amount he paid for his subscription membership, the renewal date, and a reminder that his paid subscription would renew unless ************** 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. Classmates sent ************** this email renewal reminder on October 30, 2023 to the email address associated with his account, which is the same email address ************** listed in his complaint.
  
  This reminder email provided information that Mr. ****** 2-year paid membership subscription would automatically renew on December 9, 2023 unless he changed his renewal status prior to his renewal date and that the full price of a 2-year membership renewal was increasing to $96.00 starting with his next renewal date. The renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with cancelling his renewal. The subject line of the renewal reminder was Your Classmates.com Membership Anniversary Updated Pricing. A representative copy of this email reminder as well as the email send history from Classmates email systems to ************* is attached for your review.
  
  According to our records, ************** did not opt out of the automatic renewal program or contact Classmates prior to 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 2021 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 ************** takes any proactive measures to extend his paid membership subscription, his Classmates+ paid membership subscription will lapse on December 9, **** and then revert to a free Classmates account.
  
  This information should successfully resolve Mr. ****** complaint. Should your office or ************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer Answer

  Date: 02/20/2024

   
  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.
  
  I really dont find it satisfactory, but Im already know that nothing can be done. I did not give permission for this automatic renewal which tells me someone there probably did, but I cant prove it. Ill just be with the other people on ******** that complained about this company. They must really be hurting to take money like that. I will just warn people about their practices and that nothing can or will be done.
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/01/2024

  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.

  This business has what I consider to be a shady and even dishonest practice of encouraging people to sign up for a trial subscription, with a higher renewal rate after 2 years. So people forget that they are trying the service. They get one email 2 months prior to the recurring charge date, and it may go into their spam folder or get lost in a flood of other emails, so they don't see it. Then they get charged $96 for a subscription for the 2 years going forward, that they haven't even used. And when they ask for a refund, they are denied. This happened to me, and I realize I should have cancelled before the recurring charge, but I haven't even used the service for the future 2 years, and they will not refund me. I don't want the subscription. They shouldn't charge me for it. They should send out more than one reminder for the auto-renewal. Many people can't afford the charge, let alone do they want the charge after they try the service and then forget about it. Please protect us consumers from this predatory practice.

  Business Response

  Date: 02/08/2024

  Complaint number: 21234775
  Consumer name: ***********************
  
  We are in receipt of the Better Business Bureau Complaint filed by **************** in connection with her paid Classmates+ membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified **************** of the Automatic Renewal Program.
  
  **************** purchased an introductory 50% discounted 2-year automatically renewing paid membership on January 5, 2022 in the amount of $36.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, **************** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $72.00 for each renewal,and that she could visit the Account portion of the website to change her renewal preference at any time. **************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 2-year purchase page at the time **************** made her purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:   
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services.Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the ***** Services" portion of the Terms of Service states:  
  
  All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not *********** a refund or to have your **** Services reinstated.
  
  Shortly thereafter, **************** would have received a paid subscription confirmation email sent to the email address associated with her account.This email contained the Ms. ******* registration number, the amount she paid for her paid membership, the renewal date, and a reminder that her paid subscription would renew unless she member chose to cancel by visiting the Account portion of the website prior to her renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top right portion of the webpage underneath the My Classmates drop down navigation menu. Underneath the Account heading, they will see an "Account & Billing" link listed on the page. Once the member clicks the link and logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. Classmates sent this renewal reminder to **************** on November 26, 2023 to the email address associated with her account, which is the same email address as listed in her complaint. A search of Classmates email logs indicate that **************** only received two emails from Classmates between August 1, 2023 and January 5, 2024. One of these emails was the automatic renewal email reminder. A copy of the email send history from Classmates email systems to **************** is attached for your review.
  
  The reminder email provided information that Ms. ********************* membership would automatically renew on January 5, 2024 unless she changed her renewal status prior to her renewal date and that the full price of a 2-year membership renewal was increasing to $96.00 starting with her next renewal as well as instructions on how to cancel her automatic renewal and contact information for Classmates if she needed assistance. The subject line of the renewal reminder was Your Classmates.com Membership Anniversary Updated Pricing. A representative copy of this email reminder is attached for your review.
  
  According to our records, **************** did not opt out of the automatic renewal program or contact Classmates prior to her renewal date and,as a result, her membership was renewed for an additional term and her payment method was charged $96.00 on January 5, 2024 in accordance with the disclosures and the Terms of Service that she agreed to during her 2022 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. It also appears that **************** has used her paid membership benefits since she renewed to view who has visited her profile.
  
  I can confirm that **************** has been removed from the automatic renewal program and that her paid membership subscription will lapse on January 25, 2026 and then revert to a free Classmates membership. No additional membership subscription fees will be charged to Ms. ******* payment method unless she proactively extends her current paid membership term or purchases a paid membership subscription in the future.
  
  This information should resolve Ms. ******* complaint. Should your office or **************** have any questions or need additional information,please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Customer Answer

  Date: 02/28/2024

  I am not satisfied with the businesses response. It has not resolved my concern. They have forced me to take a two-year subscription to a service I dont want. They refused to give any refund. One email is not enough notice when they have increased the cost of renewal. They need to do a better effort to ensure that the customer wants the future service. 

• Initial Complaint

  Date:02/01/2024

  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.

  the website Classmates continues to charge 60 a year. I cancelled this, but it has repeated year after year. I have called each year and they state I have cancelled!I see they have significant problems and have been sued.

  Business Response

  Date: 02/06/2024

  Complaint number: 21230610
  Consumer name: *********************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************** regarding her Classmates+ paid membership subscription.
  
  According to our records, ************** registered and created a free Classmates membership on January 2, 2010. ************** remained a free member of the Classmates website until she upgraded her free membership and purchased a discounted 1-year automatically renewing paid membership subscription on February 1, 2022.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ************** of the Automatic Renewal Program.
  
  As noted above, ************** purchased an introductory 50% discounted 1-year automatically renewing paid membership on February 1, 2022, in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, ************** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $60.00 for each renewal, and that she could visit the Account portion of the website to change her renewal preference at any time. ************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 1-year purchase page at the time ************** made her purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:  
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the ***** Services" portion of the Terms of Service states:  
  
  All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not *********** a refund or to have your **** Services reinstated.
  
  Shortly thereafter, ************** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained the ************** registration number, the amount she paid for her paid membership, the renewal date, and a reminder that her paid subscription would renew unless she member chose to cancel by visiting the Account portion of the website prior to her renewal date.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top right portion of the webpage underneath the My Classmates drop down navigation menu. Underneath the Account heading, they will see an "Account & Billing" link listed on the page. Once the member clicks the link and logs into their account, they are presented with information about their paid account,including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Additionally, Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. Classmates sent ************** a reminder email on December 23, 2022 and her most recent email renewal reminder on December 23, 2023 to the email address associated with her account,which is the same email address as listed in her complaint.  
  
  ************** most recent email reminder provided information that ************* 1-year membership would automatically renew on February 1, 2024 unless she changed her renewal status prior to its renewal 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 canceling her paid membership. The subject line of this renewal reminder was Your Classmates.com Membership Anniversary New Term. A representative copy of each of these email reminders as well as the email send history from Classmates email systems to ************** in 2022 and 2023 is attached for your review.
  
  According to our records, ************** did not opt out of the automatic renewal program prior to her renewal date in 2023 or 2024 and, as a result, her membership was renewed for an additional term and her payment method was charged $60.00 on February 1, 2023 and on February 1, 2024 in accordance with the disclosures and the Terms of Service that she agreed to during her 2022 purchase.
  
  Classmates does not have any record in our customer communication tool that ************** ever contacted Classmates via phone and there are no notes on her account supporting ************** claim. ************** did email Classmates on March 17, ************************************************************************ return with instructions on how to remove herself from the automatic renewal program. According to our records, ************** did not remove herself from automatic renewal and her paid membership renewed for an additional term on February 1, 2024 as noted above. A copy of her membership record and the email sent to Classmates by ************** is attached for your review.
  
  Per the Terms of Service, Classmates has a no refund policy. I have removed ************** from the automatic renewal program and her paid membership will lapse on February 1, 2025 and revert to a free membership. ************** will not be charged any future subscription fees unless she proactively purchases a paid membership subscription in the future or extends her current paid membership subscription term.
  
  This information should successfully resolve ************** complaint.Should your office or ************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 02/19/2024

   
  Complaint: 21230610
  
  I am rejecting this response because:

  IT IS OBVIOUS THAT MANY HAVE HAD THE SAME PROBLEM WITH CLASSMATES.  THOUSANDS!

  PLEASE CANCEL MY MEMBERSHIP!!!

  THE WEBSITE MAKES IT IMPOSSIBLE TO CANCEL.  I  HAVE NO IDEA WHAT MY PASSWORD IS/WAS AND CANNOT RETRIEVE IT.  THE LACK OF DIRECT CUSTOMER SERVICE IS MAKING THIS COMPANY A LOT OF MONEY IN A VERY MANIPULATIVE WAY.  I AM SURE SOME ARE PLEASED WITH THE SERVICE THEY PROVIDE.  I WILL CONTINUE TO PERSUE THIS IF NOT PROVIDED A CANCELLATION. 

  I EXPECT TO GET A RESPONSE FROM CLASSMATES STATING MY MEMBERSHIP IS CLOSED.

  UNBELIEVABLE.

  
  ********************************************

• Initial Complaint

  Date:01/29/2024

  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.

  My subscription was to expire 1/28/24. I checked account prior to assure this was correct. I received notification that business charged an additional 3 months.Ive emailed/telephoned several times. I explained and they still want to charge. Ive had people stalking/ harassing enough to not participate in something that should be fun. Thank you

  Customer Answer

  Date: 02/01/2024

  They only acknowledged to stop my subscription in April. They didnt refund me for automatic renewal when in fact I specified did not want after the trial period. This seems to *** common practice 

  Business Response

  Date: 02/05/2024

  Complaint number: 21215618
  Consumer name: *****************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ******************** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ******************** of the Automatic Renewal Program.
  
  On October 28, 2023, ******************** purchased an introductory discounted 50% 3-month automatically renewing paid membership in the amount of $10.80. Prior to completing his purchase, ******************** was specifically notified that his membership fees were non-refundable and that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $21.60 for each renewal and that he could visit the Account portion of the website to change his renewal status at any time. ******************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the discounted purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services.Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account &Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  The "No Refund Policy" section located under the ***** Services" portion of the Terms of Service states:  
  All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not *********** a refund or to have your **** Services reinstated.
  Shortly thereafter, ******************** would have received a paid subscription confirmation email sent to the email address associated with his account, which is the same email address listed in his compalint. This email contained ************************ membership registration number, the amount ******************** paid for his paid membership, his renewal date, and a reminder that his paid subscription membership fees were non-refundable and that his paid membership 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 emailer is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the upper right top portion of the webpage underneath the My Classmates drop down navigation menu.Underneath the Account header, 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.
  
  According to our records, ******************** did not opt out of the automatic renewal program, and, as a result, his membership was renewed for an additional term and his payment method was charged $21.60 on January 28, **** in accordance with the disclosures and the Terms of Service that he agreed to during his October 28, 2023 purchase.
  
  Per the Classmates Terms of Service, Classmates has a no refund policy. It also appears that ******************** may have used his paid membership benefits to see who has viewed his profile since his subscription was renewed.I can confirm Mr. ************** has been removed from the automatic renewal program and his paid membership will lapse on April 28, **** and then revert to a free membership. Alternatively, I can delete his paid Classmates subscription now and ******************** will forfeit his paid membership fees of $21.60. If he would like to delete his account and forfeit his fees, he can email me directly at [email protected] or via the BBBs dispute resolution portal.
  
  Should your office or ******************** have any questions or need additional information, please feel free to contact me at ******************************************.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21215618
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 02/16/2024

  My account did not have an automatic renewal. I specifically had it on manual renewal, and also spoke to representative when signing up for the initial three month trial. If you look at other complaints that were filed with your agency, you can see this is common practice. I want Credit on my credit card for the money owed to me 

  Sent from my iPhone

• Initial Complaint

  Date:01/27/2024

  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.

  I just received notification, 1/27/2024, that my account was charged $65.34 from Classmates. I did not authorize or approve this payment nor did I get an email from Classmates that this would happen. I have checked all of my email folders and have not seen one notification from Classmates other than spam on updates within the website.I sent them an email and received an automatic response on how to cancel my subscription and that I would "continue to receive paid benefits until your expiration date."The case I submitted through Classmates was "resolved". It is not.I've also opened a case with PayPal and awaiting their response.

  Business Response

  Date: 02/05/2024

  Complaint number: 21207972
  Consumer name: *************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ****************** in connection with her paid Classmates+ membership subscription.  
  
  Classmates provides clear disclosures within the paid membership process that fee-based membership subscriptions will automatically renew.Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  ****************** purchased an introductory 50% discounted 1-year automatically renewing paid membership on January 27, 2023 in the amount of $30.00 (plus applicable taxes). On the payment information page of the paid membership purchase process, prior to completing her purchase, ****************** was specifically notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $60.00 for each renewal, and that she could visit the Account portion of the website to change her renewal preference at any time. ****************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time ****************** purchased her paid membership stated:
  
  "Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below,at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by 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 ***** Services" portion of the Terms of Service states:  
  
  All fees relating to **** Services,including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal,and the reversed funds are returned to us, you are not *********** a refund or to have your **** Services reinstated.
  
  Shortly thereafter, ****************** would have received a paid subscription confirmation email sent to the email address associated with her account,which is the same email address listed in her complaint. This email contained the Ms. ******** registration number, the amount she paid for her paid membership,the renewal date, and a reminder that no portion of her paid membership fees were refundable and that her paid subscription would renew unless she chose to cancel by visiting the Account portion of the website prior to her next renewal term.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmatesnavigation 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.
  
  Since May 2017, Classmates sends all members in a 1- or 2-year paid membership an automatic renewal reminder. A review of our email logs indicates Classmates sent ****************** this automatic renewal email reminder on December 18, 2023 to the email address associated with her account. A copy of the email send history from Classmates email systems to ****************** showing the date that the automatic renewal email reminder was sent to ****************** is attached for your review.
  
  This reminder email provided information that her 1-year membership would automatically renew on January 27, **** and instructions on how to cancel her automatic renewal. The reminder email also included a phone number to call Classmates as well as a link to email the Classmates ********************** if she needed assistance in canceling her paid membership. The subject line of this renewal reminder was Your Classmates.com Membership Anniversary New Term. A representative copy of this email reminders is attached for your review.
  
  According to our records, ****************** did not change her renewal status 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 $60.00 (plus applicable tax) on January 27, **** in accordance with the disclosures and the Terms of Service that she initially agreed to during her initial 2023 purchase. 
  
  Per the Terms of Service, Classmates has a no refund policy. Shortly thereafter, ****************** filed a dispute with PayPal. Prior to PayPal ruling on the matter, ****************** canceled the dispute proceeding and the matter was closed with PayPal.
  
  I can confirm that Ms. ******** paid subscription has been removed from the automatic renewal program and placed in manual renewal. Ms. ******** paid membership subscription will lapse on January 27, **** and will then revert to a free Classmates membership account. No additional membership fees will be charged to Ms. ******** account unless she proactively purchases a paid membership in the future or extends her current paid membership term.
  
  Should your office or ****************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21207972
  
  I am rejecting this response because:

  I have read Ms. ******** response to my claim.  Classmates is not unique for offering a free trial period where at the end of the designated trial period, charges will be applied if not cancelled by the consumer.  
  
  What Classmates does not offer is transparency and communication.  I have NEVER received a renewal reminder.
  
  I have 2 email apps on my desktop.  One is Outlook and the other is the Mac Mail app.  On both desktop apps and my email service provider,  I have searched for anything containing the word Classmates in all folders and see nothing other than the usual spam. 
  
  As Ms. ******** indicated they sent an email on 12/18/2023 and is shown in their logs but I dont see them in mine. 
  
  Whatever the resolve, Classmates has been a huge disappointment through their lack of customer service and direct communication to the customer.

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

  Customer Answer

  Date: 02/14/2024

  Additional response to Ms ******* claim of canceling PayPal dispute is that I do not have the original contract and I did NOT receive notice on 12/18/23 for renewal.

• Initial Complaint

  Date:01/23/2024

  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 was not aware of the auto paymyent. When I saw it on my bank statement I tried to cancel and was refused.

  Business Response

  Date: 01/29/2024

  Complaint number: 21186408
  Consumer name: *******************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ******************** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  ******************** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $36.00 on January 5, 2022. On the payment information page of the paid membership purchase process, prior to completing his purchase, ******************** was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $72.00 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 at the time ******************** made his purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the ***** Services" portion of the Terms of Service states:  
  
  All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not *********** a refund or to have your **** Services reinstated.
  
  Shortly thereafter, ******************** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained ********************** registration number, the amount he paid for his subscription membership, the renewal date, and a reminder that his paid subscription would renew unless ******************** 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. Classmates sent ******************** this email renewal reminder on November 26, 2023 to the email address associated with his account, which is the same email address ******************** listed in his complaint.
  
  This reminder email provided information that ********************** 2-year paid membership subscription would automatically renew on January 5,**** unless he changed his renewal status prior to his renewal date and that the full price of a 2-year membership renewal was increasing to $96.00 starting with his next renewal date. The renewal reminder also included a phone number and a link to contact Classmates if he needed assistance with cancelling his renewal. The subject line of the renewal reminder was Your Classmates.com Membership Anniversary Updated Pricing. A representative copy of this email reminder as well as the email send history from Classmates email systems to ******************* is attached for your review.
  
  According to our records, ******************** did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $96.00 on January 5, ****, 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. Since ******************** has already received a one-time courtesy refund from Classmates, I am unable to provide any additional refunds. A copy of his membership record is attached for your review.
  
  On or about January 17, 2023, ******************** filed a payment dispute with PayPal. This dispute is still pending with PayPal. Should PayPal rule that ********************** subscription fees are valid charges, ********************** paid Classmates membership subscription will stay in effect until it lapses on January 5, ****. ********************** paid membership will then revert to a free Classmates account.He will not be charged for any additional subscription fees unless he proactively extends his current paid membership term or purchases a paid membership subscription in the future.
  
  This information should successfully resolve ********************** complaint. Should your office or ******************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:01/23/2024

  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.

  My Classmates.com 2 year subscription ended 1/7/2024, they billed me $60.00. I called CM and told them I cancelled auto renewal, they refuse to reimburse me the charge. They also stated they had sent me an email on 11/28/2023 approximately 40 days prior to the auto renewal reminding me it will happen. I can see emails from them days before and days after, there is not an email from them regarding auto renewal! I told them I never received an email, asked them to send it to me so I can confirm one was sent, he said they cannot send it. If the email was sent, they would be able to prove it by sending me a copy of the email, obviously, it was never sent! It is against the law to bill someone without prior notice, which I was not given, and I cancelled the auto renewal on 1/23/2023, I'm furious with this shady business!!!

  Business Response

  Date: 01/29/2024

  Complaint #: 21185693
  Consumer:***********************
  
  We are in receipt of the complaint filed by **************** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified **************** of the Automatic Renewal Program.
  
  *************** purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on January 7, 2023 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, **************** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $60.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings at any time. **************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard 1-year membership purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time **************** made his purchased states:

  "Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below,at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual."Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.

  The "No Refund Policy" section located under the ***** Services" portion of the Terms of Service states:  
  
  All fees relating to **** Services, including the initial fees and any subsequent automatic renewal fees (as described above),are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your **** Services immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not *********** a refund or to have your **** Services reinstated.

  Shortly thereafter, **************** would have received a paid subscription confirmation email sent to the email address associated with his account. This email contained ******************** membership registration number, the amount **************** paid for his paid membership, his renewal date, 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.
  
  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 **************** on November 28, 2023 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. ******* 1-year membership would automatically renew on January 7, **** 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. The subject line of this renewal reminder was Your Classmates.com Membership Anniversary New Term. A representative copy of this email reminder as well as the email send history from Classmates email systems to **************** is attached for your review.
  
  According to our records, **************** did not opt out of the automatic renewal program and, as a result, his membership was renewed for an additional term and his payment method was charged $60.00 on January 7, ****, 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. Since **************** has already received a one-time courtesy refund for a paid membership renewal (a copy of his membership record is attached), I am unable to provide him a refund. I can confirm **************** has been removed from the automatic renewal program and his paid membership subscription has been placed in manual renewal. His paid membership subscription will therefore lapse on January 7, **** 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 successfully resolve ******************** complaint. Should your office or **************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com