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:06/08/2025

  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.

   
  Complaint: 23441990
  
  I am rejecting this response because: Its interesting to me how you all cant respond to questions via customer service when I already stated I had cancelled 6 months prior due to inaccurate and frankly false notifications (I asked the individuals if they had looked etc like the site said and they said no). Your site charged a completely different card than what was NOT authorized this month. I double checked ****** and there was no authorization for it to be used as a recurring payment. I am without a job and currently living on only so much and considering this was something I had previously cancelled and there seems to be a slew of others that have had issues with this very same thing and the fact that your records apparently say something was sent to me when I clearly state above I never received anything? How is that okay? I was willing to let this go and not leave a negative review or try to escalate this further if my money was just refunded. Im incredibly upset and dissatisfied and feel like this is wrong on so many levels. 
  
  Sincerely,
  
  ********* *****en out. This needs to be remedied immediately.

  Business Response

  Date: 06/12/2025

  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 June 5, 2024 in the amount of $30.00 using her ****** account. On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms. ***** was specifically notified that her membership 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).
  
  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 who are enrolled in a 1- or 2-year automatically renewing subscription term a renewal reminder (AR30). A review of our email logs indicates Classmates sent this AR30 reminder to Ms. ***** on April 26, 2025 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 June 5, 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 at any time during her paid membership subscription term nor did she contact Classmates prior to her renewal date. As a result, her membership was renewed for an additional term and her ****** account was charged $60.00 on June ****** in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. 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 June 5, 2026, and will then revert to a free Classmates membership. No additional membership subscription fees will be charged to her ****** account unless she proactively extends her current paid membership subscription or purchases a paid membership subscription in the future.
  
  According to our records, Ms. ***** last accessed her Classmates account on June 8, ****** can delete her account upon request, but this will forfeit her $60.00 subscription fee. To proceed, she must provide written confirmation acknowledging the forfeiture via the BBBs dispute resolution portal.
  
  This information should resolve Ms. ****** complaint. Should your office or Ms. ***** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:06/02/2025

  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 contacted classmates. They have been charging me 96. Since 2015 on auto renewal every 2 years. I had no idea this was going on until this week. The email they have on file ************************* is an old work email that was accessible by anyone in my office. I did not sign up for this service and have not used it. They say they have a no refund policy but Im requesting a full refund based on the fact that I have not used or ordered this. Its possible that someone in my office was trying to find out something about my past?? I have no way of knowing. Im asking for a full refund. My email is ************************* My phone number is ************. Thank you for your help in this matter. ***** Tomlin ****.

  Business Response

  Date: 06/11/2025

  Complaint number: 23407558
  Consumer name: ***** ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ****** regarding her Classmates+ paid membership subscription under registration number **********.  
  
  According to our records, Ms. ****** registered and created her Classmates account on November 13, 2006. Ms. ****** remained a free member of the Classmates website until she upgraded her membership and bought a 2-year automatic renewing paid membership subscription on March 24, 2015 using her ****** account.
  
  ********************** 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.
  
  As noted above, Ms. ****** upgraded her free membership and purchased an introductory 50% discounted 2-year automatically renewing paid membership subscription in the amount of $29.50. 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 then current full standard price 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).
  
  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 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 (AR30). Classmates sent Ms. ****** an AR30 renewal reminder in 2017, 2019, 2021, 2023 and in 2025 to the address associated with her account.
  
  Each AR30 renewal reminder provided information that Ms. ******* 2-year paid membership subscription would automatically renew on her next renewal date unless she changed her renewal status prior to her renewal date and directions on how to change her renewal status. Ms. ******* 2019 and 2023 AR30s included information that the full price of a 2-year membership renewal was increasing starting with her next renewal date. A copy of 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 any of her renewal dates. As a result, her membership was renewed for additional terms in *********, 2021, 2023 and in 2025 and her payment method was charged the then current full-term price per the Terms of Service that she agreed to during her 2015 purchase.  
  
  Per the Terms of Service, Classmates has a no refund policy. However,as a matter of customer courtesy, I have provided her a refund of her most recent membership subscription fees in the amount of $96.00 on June 11, 2025. ********* will note this refund in her ****** account within the next 3 to 5 days depending on ******* internal refund policies.
  
  Ms. ****** should note that, per the Terms of Service, she is required to keep her information updated: For your part, you agree that all information that you provide to us or post on the Services is complete,accurate and up to date. If any of your information changes, you agree to immediately update it. If you fail to update your information or if all or part of your information is (or appears to be) untrue, inaccurate, or incomplete, we may suspend or terminate your account and refuse any and all current or future use of the Services, without refund to you of any fees paid. Classmates requires its members to keep their information, particularly their email address, up to date so that we can notify them of impending changes or updates to their account, such as automatic renewal reminder emails.
  
  Since Ms. ******* email information is out of date and no longer valid, I have terminated her membership and removed her from the Classmates website.
  
  This information should successfully address Ms. ******* consumer complaint. If the BBB or Ms. ****** needs any additional information regarding this matter, please contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************

• Initial Complaint

  Date:05/27/2025

  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.

   
  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,
  
  **** *****

  Business Response

  Date: 05/28/2025

  Complaint number: 23382381
  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.
  
  On February 25, 2025, Mr. ***** purchased an introductory discounted 50% 3-month automatically renewing paid membership in the amount of $10.80. Prior to completing his purchase, Mr. ***** was specifically notified that his membership fees were non-refundable and that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $21.60 for each renewal and that he could visit the Account portion of the website to change his renewal 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 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 thereafter, Mr. ***** 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 consumer complaint. This email contained Mr. ****** membership registration number, the amount Mr. ***** paid for his membership subscription, 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 subscription fee was refundable. A representative copy of this receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My 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. As a result, his membership was renewed for an additional term and his payment method was charged $21.60 on May 25, 2025, in accordance with the disclosures and the Terms of Service that he agreed to during his February 25, 2025 purchase.
  
  Per the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided Mr. ***** with a one-time only refund in the amount of $21.60 on May 28, 2025. Mr. ***** should note this refund in his ****** account within the next 5 to 10 days depending on ******* internal refund policies. Mr. ****** Classmates account has reverted to a free Classmates membership, and he will not be charged any additional membership subscription fees unless he proactively purchases a paid membership subscription in the future.
  
  This information should successfully 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
  ****************************** 

• Initial Complaint

  Date:05/20/2025

  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.

  I signed up for Classmates.com last year. I see my statement on May 18, 2025 for a pending charge of $60. The next morning (5/19/2025) I tried to cancel. There is no phone number on their websie to call to stop auto-subscription. Now I'm being told no refund will be given. They say they sent an email a month prior, but I don't rememeber seeing it. As a pensioner I feel I was taken advantage of. This company I feel preys on older people that aren't smart around computers and their system. I only wanted a one year membership to see if any of my old friends were still alive ( i was 69 y/o at the time). Their practiced for cancelling and join should be clearer.

  Business Response

  Date: 05/28/2025

  Complaint #: 23354755
  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.
  
  Mr.***** purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on May 18, 2024 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ***** was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $60.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings at any time. Mr. ***** was presented with language on 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 Mr. ***** paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Accountportion of the website prior to his renewal date and that no portion of any of his paid membership fees were refundable. A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located 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 Mr. ***** on April 8, 2025 to the email address associated with his account,which is the same email address as listed in his complaint.  
  
  This AR30 reminder email provided information that Mr. ***** 1-year membership would automatically renew on May 18, 2025 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 ARA30 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 2024 purchase.
  
  On May 28, 2025, Classmates was notified that Mr. ***** initiated a chargeback proceeding with his financial institution. As a result, his $60.00 membership subscription fee was refunded to his **** card and his paid membership reverted to a free Classmates membership pending ****'s determination of the chargeback's validity. If **** subsequently finds the fee valid, the $60.00 membership subscription fee will be returned to Classmates.
  
  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:05/19/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They automatically deducted $60. out of my account. They claim it is non refundable but I did not agree to the withdrawl. They have me paid for a membership through May of 2026! It is a silly on line social group with people I barely know. I went to HS with them that's it. I didn't mind being on their free membership but I am not paying $60. to occasionally visit the sight 1-2 times per year. Please tell classmates.com to give me my $60. Back. They are just stealing from seniors group.Thank you,***** *******

  Business Response

  Date: 05/28/2025

  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 May 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.A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates navigation drop down menu in the top portion of the webpage. Underneath the heading Account,they will see an "Account & Billing" link. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a 1- or 2-year membership an automatic renewal reminder (AR30) approximately 30 to 35 days prior to their renewal date. A review of our email logs indicates Classmates sent this AR30 reminder to Ms. ******* on March 29 2025 to the email address associated with her account, which is the same email address as listed in her complaint. A review of the correspondence between Ms. ******* and Classmates indicates that a *********** Representative had previously provided Ms. ******* with an erroneous send date of February *******. However, I have attached a screen shot of the email log from Classmatesemail systems to Ms. ******* showing this AR30 reminder was sent to her email address on March 29, 2025.
  
  The reminder email provided information that Ms. ******** 1-year membership would automatically renew on May 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 *********** Department if she needed assistance in canceling her paid membership prior to her renewal date. A representative copy of this AR30 renewal reminder 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 May 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 May  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
  ******************************

• Initial Complaint

  Date:05/17/2025

  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.

  PCH classmates continue to charge my credit card even though I called them and cancelled my subscription. They say they are not charging me but it monthly shows up on my credit card.

  Business Response

  Date: 05/20/2025

  Complaint Number: 23344959
  Consumer Name: **** *********
  
  We are in receipt of the consumer complaint filed by Ms. ********* in connection with her paid Classmates+ membership subscription.
  
  According to our records,Ms. ********* purchased a 3-month automatically renewing paid membership subscription on February 7, 2021. This paid membership subscription renews every three months in the amount of $21.60. Ms. ********** paid membership last renewed on May 8, 2025.
  
  Per Ms. ********** request, a Classmates *********** Representative removed Ms. ********** Classmates+paid membership subscription from the automatic renewal program in response to a telephone call received by Ms. ********* on May 8, 2025.
  
  Per the Terms of Service,Classmates has a no refund policy, however as a matter of customer courtesy, I have provided her a one-time refund in the amount $21.60 on May 20, 2025. Ms. ********* will note this refund on her physical billing statement within the next 30 to 60 days depending on her financial institutions billing cycle and internal refund policies. If ******************* online, she will see this refund post to her account sooner. Her ********************** account has reverted to a free membership,and she will not be billed for any additional membership subscription fees unless she proactively purchases a Classmates paid membership in the future.  
  
  This information should successfully resolve Ms. ********** complaint. Should your office or Ms. ********* have any questions or need additional information,please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:05/13/2025

  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.

   
  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,
  
  ***** ****h a recitation of their policy that refunds are never given and the lies that I had authorized the renewal and that I had received a notice of renewal in March, which I had not. The website, which I visited on May 8th, was very deceptive in that it had instructions on how to cancel an auto-renewal but following the instructions they provided did not work as they said it would. It only produced a page that asked me to upgrade my membership and did not contain the link to cancel auto-renewal that they said it would.

  Business Response

  Date: 05/20/2025

  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 May 8, 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). 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 Accountportion of the website prior to his renewal date. A representative copy of the receipt email is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates drop down navigation menu in the top right portion of the website. Underneath the Account heading, they will see an "Account & Billing" link.Once the member clicks on the link and logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Since 2017, Classmates sends all members in a 1- or 2-year ********** an automatic renewal reminder (AR30). A review of our email logs indicates Classmates sent this AR30 reminder to Mr. **** on March 29, 2025 to the email address associated with his account, which is the same email address as listed in his complaint. The "Communications" section located under the Becoming A ****************************************** of the Classmates Terms of Service states in part Please note that any number of issues may interfere with your receipt of such Communications, including some types of ************* that may use filtering or blocking techniques that are intended to block email. We are not responsible for the actual delivery or your actual receipt of these Communications.
  
  The AR30 reminder email provided information that Mr. ***** 1-year ********** would automatically renew on May 8, 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 AR30 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 ********** prior to his renewal date. A representative copy of the AR30 email reminder as well as the email send history from Classmates email systems to Mr. **** is attached for your review.
  
  According to our records, Mr. **** did not opt out of the automatic renewal program or contact Classmates prior to his May 8, 2025 renewal date and, as a result, his ********** was renewed for an additional term and his payment method was charged $60.00 in accordance with the Terms of Service that he agreed to during his 2024 purchase. However, his financial institution did not process this payment until May 11, 2025.
  
  Between May 8, 2025, the renewal date Classmates charged ******************* institution for his renewal, and May 11, 2025, the date his financial institution processed the $60.00 renewal fee, Mr. **** removed his credit card information from his Account & Billing page on the Classmates website.However, because his renewal date was May 8, 2025, any modifications to his billing information made after this date would only affect future renewals,beginning with his 2026 renewal, and would not retroactively apply to the 2025 renewal transaction.
  
  Additionally,if Mr. **** removed his billing information from the Classmates website after his renewal on May 8, 2025, his renewal status would be updated to manual renewal for his May 8, 2026 renewal date. As a result, the system would prompt him to add billing information to maintain the active status of his paid Classmates+ ********** beyond his next scheduled renewal on May 8, 2026.
  
  Per the Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided Mr. **** a one-time only refund in the amount of $60.00 on May 20, 2025. Mr. **** should note this refund within his financial account within the next 30 to 60 days (or sooner if he banks online)depending on his financial institutions billing cycle and internal refund policies.
  
  Mr. ***** Classmates account has reverted to a free ********** and he wont be charged any additional ********** subscription fees unless he proactively purchases a paid ********** subscription in the future. Alternatively, if he would like to delete his Classmates account, he can follow the instructions located on this link to self-delete his account:***************************************************************************************************************************
  
  This information should resolve Mr. ***** complaint. Should your office or Mr. **** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  

• Initial Complaint

  Date:05/13/2025

  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.

  5/13/2025 Venmo debit $60.00 Transaction ID# ******************* I'm filling a dispute with ***** to refuse this charge for $60.00 which was not authorized by me. Your refusal to refund is unlawful and I will seek legal action and any means to dispute the charge.I had already deleted my account a few days ago thinking this would stop your billing process. But I guess since you have "a glitch in the system that allows you to continue billing non-existent accounts" you're words, not mine, you went ahead and charged me anyway.I neither want nor need anything else from your company since, like ******, it's nothing but a scam business.***** ******* Pahrump NV ***** Transaction ID# *******************

  Business Response

  Date: 05/20/2025

  Complaint # ********
  Consumer:***** *******
  
  We are in receipt of the complaint filed by Mr. ******* regarding his Classmates+ paid membership subscription renewal.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. ******* of the Automatic Renewal Program.
  
  Mr.******* purchased an introductory 50% discounted 1-year automatically renewing paid membership subscription on May 10, 2024 in the amount of $30.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. ******* was specifically notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $60.00 for each renewal, and that he could visit the Account portion of the website to change his renewal settings at any time. Mr. ******* was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of this 1-year introductory membership purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:
  "Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current,non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Mr. ******* would have received a paid subscription confirmation receipt email sent to the email address associated with his account. This email contained Mr. ******** membership registration number, the amount Mr. ******* paid for his membership subscription, his renewal date, 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. A representative copy of the receipt email is attached for your review. 
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located under the My Classmates drop down navigation menu in the top right portion of the website. Underneath the Accountheading, they will see an "Account & Billing" link. Once the member clicks on the link and logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a 1- or 2-year membership an automatic renewal reminder (AR30). A review of our email logs indicates Classmates sent this AR30 reminder to Mr. ******* on March 31, 2025 to the email address associated with his account,which is the same email address as listed in his complaint.
  
  This AR30 reminder email provided information that Mr. ******** 1-year membership subscription would automatically renew on May10, 2025 in the amount of $60.00 unless he changed his renewal status prior to his renewal date and instructions on how to cancel his paid membership 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 cancelling his paid membership prior to his renewal date. A representative copy of this AR30 email reminder as well as the email send history from Classmates email systems to Mr. ******* is attached for your review.
  
  According to our records, Mr. ******** Classmates membership was not in a deleted state as alleged by Mr. ******* in his complaint and he did not opt out of the automatic renewal program or contact Classmates prior to his renewal date. As a result, his membership was renewed for an additional term and his payment method was charged $60.00 on May 10, 2025, in accordance with the disclosures and the Terms of Service that he agreed to during his 2024 purchase. This renewal was processed on May 13, 2025 by ********************** institution.   
  
  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 his paid membership subscription will lapse on May 13, 2026 and then revert to a free account. No additional membership subscription fees will be charged to his payment method unless he proactively extends his current paid membership term or he purchases a paid membership subscription in the future.
  
  This information should resolve Mr. ******** 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:05/13/2025

  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.

   
  Complaint: 23323213
  
  I am rejecting this response because:

  I have searched my emails including inbox, spam, and deleted. I was unable to find any record of the AR30 being sent as *************** states. I would be happy to give my permission to an authorized representative of Classmates.com to contact ********* and find that Classmates.com did indeed send the AR30 to my email. 

  I requested a verified copy of the sent AR30 Notice in which the company replied that they do not have access to this information. I do see that Classmates.com provided a log of emails sent which can easily be done on excel at any date or time. The is no reason why I would disregard such a notice as my career is a CPA Public Accountant.

  Lastly, there are many complaints of this same issue, but no other complaint asks for proof.  I will only accept a full refund.

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

  Business Response

  Date: 05/20/2025

  Complaint number: 23323213
  Consumer name: ****** ******
  
  We are in receipt of the Better Business Bureau Complaint filed by Ms. ****** in connection with her Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Ms. ****** of the Automatic Renewal Program.
  
  Ms. ****** purchased an introductory 50% discounted 2-year automatically renewing paid membership on May 13, 2021in the amount of $36.00. 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 $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 discounted 2-year purchase page  at the time Ms. ****** made her purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the *************** portion of the Terms of Service states:  
  
  Upon your acceptance of an offer for the purchase of any subscription-based ************** you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such ************** Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic"to "manual." Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  The "No Refund Policy" section located under the *************** portion of the Terms of Service states:  
  
  All fees relating to ************** including the initial fees and any subsequent automatic renewal fees (as described above), are non-refundable. If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your ************* immediately. If we successfully dispute the reversal, and the reversed funds are returned to us,you are not entitled to a refund or to have your ************* reinstated.
  
  Shortly thereafter, Ms. ****** 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 membership subscription, the renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the Accountportion of the website prior to 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.
  
  Since 2017, Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder (AR30). Classmates sent Ms. ****** this AR30 renewal reminder on April 3, 2023 and on May 3, 2025 to the email address associated with her account, which is the same email address as listed in her complaint.   
  
  The 2023 email reminder provided information that Ms. ************ paid membership subscription would automatically renew on May 13, 2023 unless she changed her renewal status prior to her renewal date and that the full price of a 2-year membership renewal was increasing from $72.00 to $96.00 starting with her next renewal. The subject line of the renewal reminder was Notification Price Change for Your Classmates+ Membership Renewal.
  
  The 2025 email reminder also provided information that Ms. ************ paid membership subscription would automatically renew on May 13, 2025 in the amount of $96.00 unless she changed her renewal status prior to her renewal date . The AR30 reminder included information on how to change her automatic renewal status and also included a phone number and a link to contact Classmates if she needed assistance with canceling her renewal prior to her renewal date. A representative copy of the most recent AR30 as well as the email send history from Classmates email systems showing these emails were sent 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 either of her renewal dates and, as a result, her membership subscription was renewed in 2023 and again in 2025, each for an additional 2-year term, and her payment method was charged $96.00 for each renewal, in accordance with the disclosures and the Terms of Service that she agreed to during her 2021 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 May 13, 2027 and then revert to a free Classmates account.
  
  This information should resolve Ms. ****** complaint. Should your office or Ms. ****** have any questions or need additional information, please feel free to contact me at *******************************************
  
  Sincerely,
  
  **** ****
  Associate Director, Compliance & IP
  ******************************
  
  

• Initial Complaint

  Date:05/12/2025

  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.

   
  Complaint: 23320350
  
  I am rejecting this response because:

  I have no evidence of having received the AR30 email that Classmates.com claimed was sent to me. I don't find that email anywhere. Can you prove to me that I received notice of renewal? Because, clearly I would have acted to cancel it.

  When I received the renewal email on May 9th at 4:17 am, I immediately began attempts to cancel the subscription. But, by that time, I was told I HAD to pay for a full year subscription, when the service had only been delivered for a few hours, less than a day. You want to charge me for a day's service, go ahead. You are hiding behind a "no refund" policy that allows you to slam this on consumers. That is how you get away with this sort of action. 

  Next, if this is not resolved to my satisfaction here, I am going to file a claim with the Washington State Attorney General claiming that Classmates.com is practicing "negative option" by slamming full year subscriptions on consumers. 

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

  Business Response

  Date: 05/19/2025

  Complaint # ********.
  Consumer:***** Alan **************** 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 May 9, 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). 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 receipt email sent to the email address associated with his account. This email contained Mr. ******* ********** registration number, the amount Mr. ****** paid for his ********** subscription, 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. 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 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 (AR30).A review of our email logs indicates Classmates sent this AR30 reminder to Mr. ****** on March 30, 2025 to the email address associated with his account, which is the same email address as listed in his complaint.
  
  This AR30 reminder email provided information that Mr. ******* 1-year ********** subscription would automatically renew on May 9, 2025 in the amount of $60.00 unless he changed his renewal status prior to his renewal date and 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 cancelling his paid ********** 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 ********** was renewed for an additional term and his payment method was charged $60.00 on May 9, 2025, in accordance with the disclosures and the Terms of Service that he agreed to during his 2024 purchase.
  
  Per the Terms of Service, Classmates has a no refund policy. I can confirm that Mr.******* ********** has been removed from the automatic renewal program and his paid ********** subscription will lapse on May 9, 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
  ******************************