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:02/17/2025

  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.

  I log in for a one time purchase of ***** and then classmates took automatic payment that I did not authorize

  Business Response

  Date: 02/27/2025

  Complaint # ********
  Consumer name: ******* ******
  
  We are in receipt of the consumer complaint filed by Mr. ****** in connection with his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ****** of the Automatic Renewal Program.
  
  Mr. ****** purchased an introductory 50% discounted 3-month automatically renewing paid membership on September 17, 2024 in the amount of $10.80. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ****** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged the standard full term price of $21.60 for each renewal period, 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). As a resident of **********, Mr. ****** was required to check a box next to the renewal disclosure before he could complete his purchase. A representative copy of the introductory 50% discounted 3-month 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 after Mr. ****** completed his subscription purchase, he would have received a paid subscription confirmation email sent to the email address associated with his account, which is listed as an *** email address. This email contained Mr. ******* membership registration number, the amount Mr. ****** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew in the amount of $21.60 unless he 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 emailer 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 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 or contact the Classmates ********************** prior to his renewal date, and, as a result, his paid membership subscription was renewed for an additional term and his payment method was charged $21.60 on December 17, 2024 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. 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 March 17, 2025, 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. ******* consumer complaint. If your office or Mr. ****** have any additional questions, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 22954297
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:02/17/2025

  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 was not adviced about an auto renewal prior to classmates debiting my card and when 1st joined i paid ***** and the auto renewal is ***** and I did this 3 days after learning of this charge. Ive had fraud with my debit card and had 3 different cards with different account numbers and should not have auto renewal because classmates didnt have new debit card information which they somehow got. Going to dispute with ****. This company is very deceptive and something sould be done to protect consumers.

  Business Response

  Date: 02/20/2025

  Complaint # ********
  Consumer:****** ********
  
  We are in receipt of the complaint filed by Mr. ******** regarding his Classmates+paid ********** subscription renewal.
  
  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 Mr. ******** of the Automatic Renewal Program.
  
  Mr.******** purchased an introductory 50% discounted 1-year automatically renewing paid ********** subscription on February 15, 2024 in the amount of $30.00. On the payment information page of the paid ********** purchase process, prior to completing his purchase, Mr. ******** was specifically 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 $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 ********** 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 Mr. ******** paid for his paid **********, 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 ********** an automatic renewal reminder. A review of our email logs indicates Classmates sent this reminder to Mr. ******** on January 6, 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. ******** 1-year ********** would automatically renew on February 15, 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 ********** 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 **********. 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 ********** was renewed for an additional term and his payment method was charged $60.00 on February 15, 2025, in accordance with the disclosures and the Terms of Service that he agreed to during his ************************************************************************* 8542 was used to complete each transaction.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm that Mr.******** ********** has been removed from the automatic renewal program and his paid ********** subscription will lapse on February 15, 2026 and then revert to a free account. No additional ********** subscription fees will be charged to his payment method unless he proactively extends his current paid ********** term or he purchases a paid ********** 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 [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:02/14/2025

  Type:Product 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.

  Was not given notice about subscription renewal. I was charged and requested a refund right away since I don't use or need this service. I was rudely denied a refund.

  Business Response

  Date: 02/20/2025

  Complaint number: ********
  Consumer name: ********* *****
  
  We are in receipt of the consumer complaint filed by Ms. ***** in connection with her Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ***** of the Automatic Renewal ************************** purchased an introductory 50% discounted 3-month automatically renewing paid membership on November 9, 2024 in the amount of $10.80. 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 the standard full term price of $21.60 for each renewal period, and that she could visit the Account portion of the website to change her renewal status 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 50% discounted offer 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,which is the same email address as listed in her complaint. 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 in the amount of $21.60 unless she 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. 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 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, Ms. ***** did not opt out of the automatic renewal program or contact the Classmates ********************** prior to her renewal date. As a result, her membership was renewed for an additional term and her payment method was charged $21.60 on February 9, 2025 in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.
  
  According to our records, Ms. ***** did not speak to a customer care representative in person. ********************** received an email from Ms. ***** on February 9, ************************************** ***** received an email in response that outlined the automatic renewal terms and no refund policy and places she was notified of these policies.
  
  According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided Ms. ***** with a one-time only courtesy refund in the amount of $21.60 on February *******. Ms. ***** should note this refund in her ****** account within the next 5 to 10 days depending on ******* internal refund policies. Ms. ****** account has reverted to a free basic Classmates membership.
  
  This information should successfully resolve Ms. ******* consumer complaint.Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

  Customer Answer

  Date: 02/27/2025

   
  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:02/13/2025

  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.

  I cancelled my renewal and I was charged another membership fee .When I noticed i was charged I went back into my acct and had to cancel the auto renewal again. How are they able keep put me back to the auto renewal option when I initially cancelled with out my permission! I called for a refund and have been refunded and said I canceled the auto renewal on the 2-10-2025 ( I was charged on 2-9-2024) as I stated above I did have to cancel it again.

  Business Response

  Date: 02/13/2025

  Complaint # ********
  Consumer:***** St. Sauveur
  
  We are in receipt of the complaint filed by Ms. St. Sauveur 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 Ms. St. Sauveur of the Automatic Renewal Program.
  
  *****. Sauveur purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on February 6, 2023 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. St. Sauveur 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. St. Sauveur 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).
  
  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. St. Sauveur would have received a paid subscription confirmation receipt email sent to the email address associated with her account. This email contained Ms. St. Sauveurs membership registration number,the amount Ms. St. Sauveur paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew in the amount of $60.00 unless she chose to cancel by visiting the Account portion of the website prior to her renewal date and that no portion of any of her paid membership subscription fees were refundable.
  
  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. St. Sauveur on December 28, 2023 and December 31, 2024 to the email address associated with her account, which is the same email address as listed in her complaint.  
  
  *****. Sauveurs most recent AR30 renewal reminder provided information that Ms. *********** 1-year membership would automatically renew on February 9, 2025 in the amount of $60.00 unless she changed her renewal status prior to her renewal date and included 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 prior to its renewal. A representative copy of this AR30 renewal reminder as well as the email send history from Classmates email systems to Ms. St. Sauveur is attached for your review.
  
  According to our records, Ms. St. Sauveur did not opt out of the automatic renewal program or contact Classmates prior to her renewal dates, and, as a result, her membership was renewed for additional terms and her payment method was charged $60.00 on February 9, 2024 and February 9, 2025 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 Ms. ********** successfully removed herself from the automatic renewal program on February 10, 2025. Her paid membership subscription will therefore lapse on February 9, 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.
  
  This information should resolve Ms. St. Sauveurs complaint. Should your office or *****. Sauveur have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

  Customer Answer

  Date: 02/22/2025

   
  Complaint: 22937157
  
  I am rejecting this response because:

  i never received emails of such as stated as they were redirect to my spam folder. 
  they are able to see the usage of on my said account. I was unaware that I even had a full membership. 
  

  
  
  Sincerely,
  
  ***** St.sauveur

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Classmates took $60.00 out of my account on 12/13/2024 for a year of their Classmates information. I had cancelled the subscription and they were suppose to notify me if they were renewing the subscription but they did not do that. I did not want another year of Classmates and i tried to call them but could not find a phone number that was answered. The number is listed does not appear to be in service. I did not want another year of Classmates and want my money returned to my account at the Community 1st ************ in *********, **...!! I looked them up on ****** and find many complaints for the same thing, they take money out for renewal that is not authorized by the person. I have asked my credit union for any documentation they have on the matter.

  Customer Answer

  Date: 02/09/2025

  I am writing to your **************** to inform you that our complaint against Classmates.com in ******************, phone # ************** has been resolved. 
  Our ******************** ***********************, has obtained a refund that has been credited to our account.  We appreciate your allowing us to file the complaint and we hope in the future this company will mend their ways.  I hope they will refund renewal subscriptions made without consent.  However, what would be even better is if Classmates would notify subscribers of renewal charges before they occur, allowing the customer to refuse automatic renewal, and/or unsubscribe if they wish to.
  

  
  

  Business Response

  Date: 02/10/2025

  Complaint #: 22882968
  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 November 19, 2023 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 the same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the introductory 1-year 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 receipt email sent to the email address associated with his account. This email contained Mr. ********** membership registration number, the amount *********** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Account portion of the website prior to his renewal date and that no portion of any 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 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 reminder to *********** on October 10, 2024 to the email address associated with his account.  
  
  This AR30 reminder email provided information that Mr. ********* 1-year membership would automatically renew on November 19, 2024 unless he changed his renewal status prior to its renewal and instructions on how to cancel his paid membership subscription online and 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 subscription prior to his renewal date. A representative copy of the 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 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 in accordance with the disclosures and the Terms of Service that he agreed to during his 2023 purchase.This membership fee was processed on December 13, 2024.
  
  On December 23, 2024, Classmates was notified that Mr. ******** had initialed a chargeback proceeding with his financial institution and Mr. ********* $60.00 membership fees were refunded to his credit card and his paid membership reverted to a free account while ********** determined the validity of the chargeback claim. ********** subsequently ruled the membership subscription fees were valid charges and the $60.00 membership fees were returned to Classmates.
  
  On February 10, 2025, I restored Mr. ********* paid membership privileges since these privileges were suspended during the chargeback investigation. Mr. ********* paid membership privileges will therefore lapse on February 10, 2026 and his account will then revert to a free membership. No additional membership fees will be charged to his account unless he proactively extends his current paid membership term or purchases a paid membership in the future.
  
  This information should successfully resolve Mr. ********** 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
  ******************************
  

• Initial Complaint

  Date:02/02/2025

  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 absolutely did not join Classmates yet they charged my debit card for a 3 month subscription. I want a full refund.

  Business Response

  Date: 02/06/2025

  Complaint number: 22889739
  Consumer name: ********* ********
  
  We are in receipt of the consumer complaint filed by Ms. ******** in connection with her Classmates+ paid membership subscription.
  
  According to our records, Ms. ******** registered on the Classmates website on July 26, 2001 and last accessed the Classmates website on February 2, 2025. Over the course of her time at Classmates, Ms. ******** has purchased 16 paid membership subscriptions. Eight of these paid membership subscription purchases have automatically renewed for one term or more, including her most recent paid membership subscription purchase on July 30, 2024. A copy of her membership record is attached for your review.
  
  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 in connection with her most recent paid membership subscription purchase.
  
  Ms. ******** purchased an introductory 58% discounted 3-month automatically renewing paid membership on July 30, 2024 in the amount of $9.00 US. 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 the standard full term price of $21.60 US for each renewal period, and that she could visit the Account portion of the website to change her renewal status at any time. Ms. ******** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the introductory 58% discounted 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.
  
  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.
  
  On October 20, 2024, Classmates sent Ms. ******** a notification to the email address associated with her account to notify her that her introductory pricing term was about to expire and that her paid membership subscription would renew for the full-term price of $21.60 on October 30, 2024 unless she cancelled her paid membership subscription prior to that date. The email also contained information on how to cancel her paid membership and a reminder that no portion of any membership subscription fees are refundable. A representative copy of this email reminder as well as the email send history from Classmatesemail systems to Ms. ******** is attached for your review. 
  
  According to our records, Ms. ******** did not opt out of the automatic renewal program or contact the Classmates ********************** prior to her renewal date. As a result, her membership was renewed for an additional term and her payment method was charged $21.60 US on October 30, 2024 and January 30, 2025 (processed on February 2, 2025), in accordance with the disclosures and the Terms of Service that she agreed to during her July ******* purchase.
  
  Per the Classmates Terms of Service, Classmates has a no refund policy. Additionally, Ms. ******** has already received a one-time courtesy refund in 2011 after she filed a Better Business Complaint in connection with her then current paid membership subscription renewal.
  
  I can confirm that Ms. ******** successfully removed her paid membership from the automatic renewal program on February 2, 2024. Therefore,her current paid membership subscription will lapse on May 2, 2025 and will then revert to a free Classmates account. Ms. ******** will not be charged any additional membership subscription fees unless she proactively extends her current paid membership subscription or she purchases a paid membership subscription in the future.
  
  This information should resolve Ms. ********* consumer complaint.If your office or Ms. ******** have any additional questions, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:01/30/2025

  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 January 26, 2025, Classmates.com initiated auto-renewal of my service subscription and charged me without giving advance notice as required by New Mexico law. NM Stat 59A-58-10.1 (2023) requires providers to give at least thirty days before the last day on which the holder may give notice of the holder's intention not to renew the service contract. Classmates.com failed to do so and instead auto-renewed the service without notice and without opportunity to cancel prior to being charged. Once auto-renewed, Classmates.com refused to provide a refund of the improperly received payment.I have attached a screenshot of all messages received from Classmates.com from May 2024 to January 2025. The required advance notice is noticeably absent.

  Business Response

  Date: 02/03/2025

  Complaint number: 22878539
  Consumer name: ** **********
  
  We are in receipt of the Better Business Bureau Complaint filed by Mr. ********** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ********** of the Automatic Renewal Program.
  
  Mr. ********** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00 on January *******. 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 introductory 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, 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). A review of our email logs indicates Classmates sent Mr. ********** this renewal reminder on December 17, 2024 to the email address associated with his account, which is the same email address as listed in his complaint.
  
  This AR30 email reminder provided information that Mr. *********** 2-year paid membership subscription would automatically renew on January ******* 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 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 ****** account was charged $96.00 on January 26, 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. Additionally,Mr. *********** membership record he has already received a one-time courtesy refund. A copy of his membership record is attached for your review.
  
  On January 27, 2025, Classmates was notified that Mr. ********** filed a payment dispute with ******. ****** has not yet ruled on the dispute. 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, Mr. *********** paid membership subscription will lapse on January 26, 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: 02/12/2025

   
  Complaint: 22878539
  
  I am rejecting this response because:
  

  The following is my analysis of each document provided by Classmates in response to my BBB complaint and my rejection of their response.
  
  1. Classmate's document "2 Yr AR $48 to $96.jpg" is addressed to **** - "****, special introductory offer!" I am not ****. I am *** This message was neither addressed nor sent to me.
  
  2. Classmate's document "2 Yr AR Blue Version.jpg" is a message sent to someone other than me whose renewal was in 2024 - "your Classmates+ membership will automatically renew for a two year term on [obscured], 2024". My renewal occurred in ***********************************************************
  
  3. Classmate's document "Gadziemski AR30 Send History.jpg", i.e. "Send History", is a generic unfiltered report that contains no detail about what was allegedly sent and why it was sent.
  
  a. Classmate's document "Gadziemski AR30 Send History.jpg" is also contradicted by "Gadziemski MC Record.jpg" attachment from Classmates which shows there was no account renewal activity in 2022 despite an alleged entry in "Send History".
  
  b. Classmates has not provided a copy of the email return receipt.  An email return receipt is the notification that confirms an email was opened by the recipient.
  
  c. Classmates has likewise not provided a copy of their SMTP log showing whether or not my email server accepted the email.
  
  4. Classmates "Terms of Service" contract attempts to absolve Classmates of notice responsibility by stating in term 1D "We are not responsible for the actual delivery or your actual receipt of these Communications."
  
  a. However, Classmates provides its own Communications system that is accessible in user's each account when logged in. This Communications system is fully under Classmates control and contains a copy of every message sent to subscribers.
  
  b. Exhibit 1 is the popup listing of all Communications received from Classmates in the past 3 months. Exhibit 2 is the detailed list of all Communications in the past 6 months. There is no renewal notice.
  
  c. As for my private email account, I am attaching copies of 2 emails showing that Classmates email sent directly to my account have been and are being successfully received. Exhibit 3 is the receipt for my subscription in January 2023. Exhibit 4 is the most recent Communication dated January 28, 2025.
  
  d. In violation of New Mexico law, there was no attempt to notify me of the renewal in the Communications system exclusively controlled and maintained by Classmates.
  
  In conclusion, Classmates rebuttal is without merit and is based on misleading attachments that are for other subscribers instead of me. For this reason and the preceding analysis, I reject the Classmates response and reiterate my request for a refund.

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

  Business Response

  Date: 02/20/2025

  Complaint number: 22878539
  Consumer name: ** **********
  
  We are in receipt of the rebuttal response filed by Mr. ********** regarding his Classmates+ paid membership subscription.
  
  As noted in our previous response, Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. I outlined the process and the various places in which Classmates notified Mr. ********** of the Automatic Renewal Program in our response.
  
  As expressly stated in our initial response, the 2 Yr AR $48 to $96.jpg and the 2 Yr AR Blue Version.jpg are representative copies of the webpage Mr. ********** saw when he initially purchased his 2-year paid membership on the website on January 26, 2023 and the automatic renewal reminder that Classmates sent to his personal inbox on December 17, 2024. Classmates sends all automatically renewing paid membership in a 1-year or 2-year term this renewal reminder no more than 40 days prior to the members renewal date. Representative copies are examples of the content that reflects the style, tone and message of the original content.
  
  Classmates does not retain copies of each individual email sent to its 90 million members. We do maintain records of the email types each member receives as noted in the AR30 Send History.jpg.
  
  Mr. *********** *********** record shows he had an automatically renewing 2-year paid membership from March 22, 2018, with renewals scheduled on March 22, 2020, and March 22, 2022. He received automatic renewal reminders on February 11, 2020, and February 11, 2022. Sometime after February 11, 2022 but before March 22, 2022, Mr. ********** updated his automatic renewal preference to manual, letting his paid membership subscription lapse on March 22, 2022 and this membership then reverted to a free Classmates account. He then upgraded this free membership and purchased another 2-year automatically renewing paid membership subscription on January 26, 2023.
  
  Classmates sends automatic renewal reminders to its members personal email inboxes to notify them of impending renewals. However, it is the members responsibility to review and take their desired action. Additionally,as noted in the Classmates Terms of Service, which Mr. ********** agreed to when he registered on the Classmates website and again each time when he purchased a paid membership subscription, any number of issues may interfere with the receipt of email reminders such as the email providers systems that may block or filter emails or specific filters the member may use to customize their email delivery in their personal inbox. Classmates is not responsible for the actual delivery or the members actual receipt of these renewal reminders in their inbox.
  
  Classmates uses a "double-blind" private messaging system on its website which is a communication tool for member-to-member private messaging. Classmates may occasionally post messages to its members about new products or feature upgrades on the Classmates website via this communication tool, however, since members can unsubscribe from receiving notifications about onsite messaging activity, all required notifications such as receipt emails and renewal reminders are sent to the members personal inbox. Members can not unsubscribe from receiving these required emails.
  
  As noted in *********************** 3, Classmates provided ************* his registration number, the amount he paid for his subscription membership, the renewal date, and a reminder that his paid subscription would renew in the amount of $96 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 was refundable in connection with his paid membership purchase on January 26, 2023.
  
  Lastly, on February 17, 2025, ****** notified Classmates that it had ruled in our favor in connection with the payment dispute filed by *************. Therefore, Mr. *********** paid membership subscription will lapse on January 26, 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 and Classmates now considers this matter closed.
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  www.classmates.com

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22878539
  
  I am rejecting this response because:

  Classmates is violating their own published policies by refusing to resolve this complaint. Fortunately for me, ****** handled the transaction and has reversed the charge and credited my account. That's how customer service should be done. ********************** needs to go back to school.

  This complaint may be closed as rejected but resolved by a 3rd party that puts Classmates to shame.
  
  Sincerely,
  
  ** **********

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Wednesday night around at 12:58am my chime notified me that me PCH Classmates.com took $21.60.I emailed them and asked for my money back because I didn't make the purchase. I then went to return off automatic to not be charged again, and left my card there in hopes to get my money back. I never received an email for purchase and receipt with transaction number. The page does not even show an account number or transaction history with important information. I asked the sites customer service via the website and ******** since I could not find a number to contact. I asked for my money back because I didn't make this transaction. 24 hours later I got a response and I was told their policy is no refund. Except I didn't make the transaction and they respond as if I clicked on their agreement and asked for their membership. I did not and I want my money back and they refusing. I'm choosing to wait patiently and hope to get this money back then cancel my account and never go back again. This company will not even look into the situation. I truly feel this site is a scam.

  Business Response

  Date: 02/06/2025

  Complaint number: 22878373
  Consumer name: **** ********
  
  We are in receipt of the consumer complaint filed by Mr. ******** in connection with his Classmates+ paid membership subscription.
  
  According to our records, Mr. ******** has two Classmates accounts using two different email addresses:
  
  Registration No. *************: This account was created on December 24, 2023 using a gmail email address. This account is affiliated with *************************** in *******, **. This account is a free membership and was last accessed on January 27, 2025.
  
  Registration No. **********: This account was created on March ******* using a yahoo email address. This account is affiliated with ******************* in *******, **. This account is a paid membership and was last accessed on January 30, 2025. This membership is the subject of Mr. ********* consumer complaint.
  
  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 58% discounted 3-month automatically renewing paid membership on October 5, 2024 in the amount of $9.00. 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 the full membership price of $21.60 for each renewal period, and that he could visit the Accountportion of the website to change his renewal settings at any time. Mr. ******** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). As a resident of **********, Mr. ******** was required to check the box next to the renewal disclosure before he could complete his purchase. A representative copy of this 58% off discounted purchase page is attached of your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your ************* reinstated.
  
  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. A screenshot of the Account & Billing page is attached for your review.
  
  On December 26, 2024, Classmates sent Mr. ******** a notification to the email address associated with this account that his introductory pricing term was about to expire and that his membership subscription would renew for the full term price of $21.60 on January 5, 2025 unless he cancelled his paid membership subscription prior to that date. The email also contained information on how to cancel his paid membership and a reminder that no portion of any membership subscription fees are refundable. A representative copy of this email reminder as well as the email send history from Classmates email systems to Mr. ******** is attached for your review. 
  
  According to our records, Mr. ******** did not opt out of the automatic renewal program or contact the Classmates ********************** about his membership subscription prior to the end of his membership subscription term. As a result, his membership renewed for an additional term and his payment method was charged $21.60 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. This payment was processed on January 29, 2025.
  
  According to the Classmates Terms of Service, Classmates has a no refund policy. Additionally, a review of Mr. ********* membership record indicates he has used his paid membership benefits since his January renewal date.
  
  I can confirm that Mr. ******** successfully changed his automatic renewal status on January 29, 2025. His paid membership subscription will therefore lapse on April 29, 2025 and will then revert to a free Classmates account. He will not be charged any additional membership subscription fees unless he proactively extends his current paid membership subscription term or he 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: 02/09/2025

   
  Complaint: 22878373
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:01/30/2025

  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.

  On 1/125...unknown to me...I was auto billed a fee for a subscription to Classmates.com. I found out when my credit card bill arrived yesterday. I did not authorized this. Furthermore, I had gone online several months ago and followed the steps to STOP auto billing as i didn't want a membership to Classmates com. They claimed they " didn't receive" my information. I am not going to he geld " hostage" by this company and want my ***** refunded immediately. I see I am Not the only person with complaints filed about this company. ***** *******-****** ************

  Business Response

  Date: 01/30/2025

  Complaint number: 22877639
  Consumer name: ***** ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ****** 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.
  
  Ms. ****** purchased an introductory 50% discounted 2-year automatically renewing paid membership in the amount of $48.00 on January 1, 2023. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ****** was notified that her membership fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her payment method would be charged $96.00 for each renewal, and that she could visit the Account portion of the website to change her renewal preference at any time. ********* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 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 indicate that Classmates sent Ms. ****** this AR30 email reminder on November 22, 2024 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 January 1, 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 January 1, 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
  ******************************

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22877639
  Feb 10, 2025
  I am rejecting this response because:
  I received absolutely NO notifications of anything.....not ONE. Furthermore,  I tried to go onto Classmates  web site before Thanksgiving to try to cancel anything that might be pending. Obviously that didn't work....according to them. My first inducation that anything was going to be renewed was when i received my Credit Card statement. I absolutely  will NOT be bullied into continuing any membership I don't want. I will continue to make others aware of Classmates.com " business practices." 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:01/22/2025

  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.

  Failed to provide proper notice about an auto-renewal. $60 was charged through ******. Classmates.com

  Business Response

  Date: 01/27/2025

  Complaint # ********
  Consumer:***** ********
  
  We are in receipt of the complaint filed by Ms. ******** 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 Ms. ******** of the Automatic Renewal Program.
  
  Ms.******** purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on January 8, 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 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 50% introductory 1-year paid 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, 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 in the amount of $60.00 unless she chose to cancel by visiting the Account portion of the website prior to her renewal date and that no portion of any of her paid membership subscription fees were refundable.
  
  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 November 29, 2024 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 Ms. ********* 1-year membership would automatically renew on January 8, 2025 in the amount of $60.00 unless she changed her renewal status prior to her renewal date and included 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 prior to its renewal. A representative copy of this AR30 renewal 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 membership was renewed for an additional term and her payment method was charged $60.00 on January 8, 2025 in accordance with the disclosures and the Terms of Service that she agreed to during her 2024 purchase.
  
  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 January 8, 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.
  
  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
  ******************************
  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22845372
  
  I am rejecting this response because: I have looked everywhere in my emails and there was no email sent on November 29th advising me that it was time for renewal. 
  
  Sincerely,
  
  ***** ********