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:09/21/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a Complaint with BBB.org vs Classmates.com because Classmates IS REFUSING to refund me the $103 they recently took from me. They say I agreed to this 2 yrs ago. I am 75 years old. They say It is in their (smart print) ****************** that I will get automatically charged within 2 years, and that charge is NON TEFUNDABLE! They rely on people forgetting. As soon as I saw that charge, I started calling & writing them. yesterday I was the 9th caller. And i waited an hour. Today I waited an hour also. And i was the next in lune for 45 minutes. The agent ***** always says only her Suoervisor can give refunds. I have received an email saying NON REFUNDABLE. TODAY ***** got her supe on the phone, the 3 of us together. And the supe reiterated NON REFUNDABLE! I am a Sr ******* on a fixed income. A renter. My owner has told me My rent is going up soon. I cannot afford this. Please, BBB, help me get that refund of $103. I don't want membership in Classmates. They have lost my respect. Now they have taken this old lady's money. And I won't stand for it. I need your help. Inflation and gentrification is really hurting me. I need your help on this.

  Business Response

  Date: 10/01/2022

  Complaint number: 18057871
  Consumer name: *************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ****************** regarding her Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  ****************** purchased an introductory 50% discounted 2 year auto-renewing paid membership on September 14, 2020 in the amount of $36.00 (plus applicable **************** taxes). On the payment information page of the paid membership purchase process, prior to completing her purchase, ****************** 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 $72.00 for each renewal, and that she could visit the Account portion of the website to change her renewal preference at any time. ****************** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 2-year purchase page at the time ****************** made her purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time ****************** purchased her paid membership subscription in 2020 stated:  
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:
  
  Classmates - logging onto the Account portion of the Classmates 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 subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  Shortly thereafter, ****************** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained the Ms. ******** registration number, the amount she paid for her paid membership, the renewal date, and a reminder that her paid subscription would renew unless she member chose to cancel by visiting the Account portion of the website. A copy of the paid membership subscription purchase receipt is attached for your review.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage underneath the gear icon. 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.
  
  Additionally, Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. ****************** received this email renewal reminder on August 5, 2022 to the email address associated with her account, which is *********************.
  
  This reminder email provided information that ****************** 2-year membership would automatically renew on September 14, 2022 unless she changed her renewal status and that the full price of a 2-year membership renewal was increasing from $72.00 to $96.00 starting with her next renewal date. The subject line of the renewal reminder was Notification - Price Change for Your Classmates+ Membership Renewal. A representative copy of this email reminder as well as the email send history from Classmates email systems to ****************** is attached for your review.
  
  According to our records, ****************** did not opt out of the automatic renewal program or contact Classmates prior to her 2022 renewal date and,as a result, her membership was renewed for an additional term and her payment method was charged $96.00 (plus applicable **************** tax) on September 14,2022, in accordance with the disclosures and the Terms of Service that she agreed to during her 2020 purchase.
  
  Additionally, ****************** is aware of Classmates automatic renewal program from her previous 3-month automatically renewing paid membership subscription purchase in 2017. This paid membership subscription renewed for two additional terms prior to her January 16, 2018 phone request for Classmates to cancel and refund her last membership fee. ****************** was notified at that time that membership subscription fees were non-refundable, that we had removed her from the automatic renewal program and that her paid membership subscription would expire on her next renewal date on April 12, 2018. A copy of her membership record is attached for your review.
  
  Between September 19 and September 21, 2022, ****************** contacted the Classmates ********************** via phone on 3 separate occasions,speaking to two different representatives as well as a supervisor. On each occasion she was notified of the no refund policy which she had agreed to when she purchased her 2020 paid membership subscription. During the last phone call on September 21, 2022, ****************** admitted she had forgotten that her paid membership subscription was in automatic renewal and then became verbally abusive to the representative and supervisor, stating at one point, f*** you. The Classmates *********** staff then disconnected the call in compliance with our company policies for abusive phone conduct. I have pulled the call records and listened to the audio to verify the content of the call.
  
  Per the Terms of Service and as noted above, Classmates has a no refund policy. I can confirm that Ms. ******** paid membership renewal status has been changed to manual renewal and unless ****************** takes any proactive measures to extend her paid membership subscription, her Classmates+ membership subscription will lapse on September 14, **** and then revert to a free Classmates membership.
  
  However, on September 24, 2022, after ****************** filed her consumer complaint with the BBB, she filed a dispute with PayPal to contest her paid membership subscription fees. Currently the matter is pending with PayPals **************************
  
  Should your office or ****************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:09/20/2022

  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: 09/29/2022

  Complaint number: 18053609
  Consumer name: *********************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************ 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 the account holder of the Automatic Renewal Program.
  
  ************ purchased a 50% discounted introductory 2 year automatically renewing paid membership subscription on September 19, 2020 in the amount of $36.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, ************ was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $72.00 for each renewal,and that he could visit the Account portion of the website to change his renewal preference at any time. ************ was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 2-year purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time ************ made his 2020 purchase stated:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:
  Classmates - logging onto the Account portion of the Classmates 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 subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  Shortly thereafter, ************ would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained the ************** registration number, the amount he paid for his paid membership, the renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the Accountportion of the website.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage underneath the gear icon. When a member clicks on Account, they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. ************ received this email renewal reminder on August 10, 2022 to the email address, which is listed as *******************  
  
  This reminder email provided information that ************** 2-year paid membership subscription would automatically renew on September 19, 2022 unless he changed his renewal status and that the full price of a 2-year membership renewal was increasing from $72.00 to $96.00 starting with his next renewal date. The subject line of the renewal reminder was Notification - Price Change for Your Classmates+ Membership Renewal. A representative copy of this email reminder as well as the email send history from Classmates to ************ is attached for your review.
  
  According to our records, ************ did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $96.00 on September 19, 2022 in accordance with the disclosures and the Terms of Service that he agreed to during his 2020 purchase.
  
  Additionally, ************ is aware of the Classmates Automatic Renewal Program from two previous paid membership subscription purchases, one of which he received a $72.00 refund on in February 2019. A copy of his membership record is attached.
  
  Per the Terms of Service, which ************ agreed to during his 2020 purchase, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided a full refund in the amount of $96.00 to his PayPal account on September 29, 2022. He should note this refund within the next 5 to 10 days depending on PayPals internal refund policies. His Classmates membership has now reverted to a free basic Classmates account.
  
  This information should successfully resolve ************** consumer complaint. Should your office or ************ have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:09/18/2022

  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.

  Some time ago, I apparently had signed up for Classmates.com. It was supposed to be free. If you wanted to get more features, you could pay a charge. I never signed up for any additional features or authorized any charges. I just found a charge for $96.00 posted on my credit card. I looked online on ****** and found many sites showing how to cancel membership and charges. I went to Classmates.com site as instructed and entered my information. When I went into the account section, it showed that the automatic renewal was OFF. According to instructions, IF that is done, there are no charges for additional features etc.. It is Sunday, so I cannot call Classmates.com. That will be done.Very underhanded to charge when not requested. I will do whatever is necessary to cancel the entire membership.

  Business Response

  Date: 09/22/2022

  Complaint number: 18042038
  Consumer name: *****************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************ regarding his Classmates+ paid membership subscription.
  
  ************ registered and created a free Classmates membership on October 31, 2017. On December 17, 2017, ************ purchased an introductory automatically renewing 3-month paid membership subscription. ************ changed his renewal status prior to the end of his initial membership term and this paid membership lapsed on March 17, 2018 and reverted to a free Classmates membership. On September 17,2018, ************ purchased an introductory 2-year automatically renewing paid membership subscription. This second paid membership is the subject of Mr. ***** consumer complaint. A copy of his 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 *********** of the Automatic Renewal Program.
  
  As noted above, ************ purchased an introductory 50% discounted 2 year auto-renewing paid membership on September 17, 2018. On the payment information page of the paid membership purchase process, prior to completing his purchase, ************ was notified that his membership fees were non-refundable,that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $72.00 for each renewal, and that he could visit the Accountportion of the website to change his renewal preference at any time. ************ was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 2-year purchase page at the time ************ made his purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time ************ purchased his September 2018 membership subscription stated:  
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:
  Classmates - logging onto the Account portion of the Classmates 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 subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  Shortly thereafter, ************ would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained the Mr. ***** registration number, the amount he paid for his paid membership, the renewal date, and a reminder that his paid subscription would renew unless the member chose to cancel by visiting the Account portion of the website.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage underneath the gear icon. 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, ************ did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $72.00 on September 17, 2020 and every two years thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his September 2018 purchase.
  
  Additionally, Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. ************ received this email renewal reminder on August 8, 2020 and on August 8 2022 to the email address associated with his Classmates account, which is listed as *********************
  
  Each reminder email provided information that Mr. ***** 2-year paid membership subscription would automatically renew on September 17 unless he changed his renewal status and the 2022 email renewal reminder provided additional information that the full price of a 2-year membership renewal was increasing from $72.00 to $96.00 starting with his next renewal date in 2022.The subject line of the 2022 renewal reminder was Notification - Price Change for Your Classmates+ Membership Renewal. A representative copy of the 2022 email reminder as well as the email send history from Classmates to ************ in 2020 and 2022 is attached for your review.
  
  Per the Terms of Service, which ************ agreed to when he registered on the website and created his initial free Classmates membership and again each time ************ purchased a paid membership subscription, Classmates has a no refund policy.
  
  On September 19, 2022 ************ spoke to a Classmates *********** Representative via phone. The representative explained the no refund policy and confirmed that ************ had updated his renewal status to manual for his current 2022 **** membership subscription term. ************ subsequently requested removal from the website during the call and the representative explained that his paid membership benefits and subscription fees would then be forfeited, which ************ verbally acknowledged.
  
  Per his request, Mr. ***** Classmates membership has been deleted and removed from the Classmates website. ************ may continue to receive residual emails from Classmates for the next 10 business days. Residual emails are emails that are already queued to be delivered to members in Classmates email delivery system. He should feel free to disregard these emails.
  
  If ************ would like to reinstate his paid Classmates+membership subscription, he can reach out to me directly at [email protected] and I will reactivate his account.
  
  This information should successfully resolve Mr. ***** complaint.Should your office or ************ have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:09/12/2022

  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. I wish I had screen shots of the computer threats which I had to shut down my computer to get out of. Maybe it was a fake Classmates site, I do not know. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/13/2022

  Complaint number: ********
  Consumer name: *********************
  
  We are in receipt of the Better Business Bureau Complaint filed by ************** regarding his
  claim that Classmates automatically renewed his paid Classmates+paid membership subscription and charged his payment method without his permission.
  
  According to our records, ************** has two paid membership accounts on the Classmates website:
  
  - Registration Number *********: This membership was created on May 18, **** under the name *********************. The email address associated with this account is ******************************* automatically renewing paid 2-year membership subscription was purchased on this account on September 6, 2020 via PayPal. This account automatically renewed on September 6, 2022.
  
  - Registration Number **********: This membership was created on September 29, 2006 under the name *********************. The email address associated with this account is ************************ This account also has a 2-year paid membership subscription associated with it. This paid membership subscription was purchased on February 20, 2021 via PayPal. This paid membership subscription has been removed from automatic renewal and is currently in manual renewal status. The paid membership on this account will lapse on February 20, 2023 and will then revert to a free Classmates membership.

  
  ************** has actively used both paid memberships, including utilizing his paid membership benefits, during the course of his paid membership terms. A copy of his membership records are 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 ************* of the Automatic Renewal Program.
  
  
  When ************** purchased both of his 2- year automatically renewing memberships, he was specifically notified on the payment information page of the paid membership purchase process, prior to completing his purchase, 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 $72.00 for each renewal, and that he could visit the Account portion of the website to change his renewal status at any time. ************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each).
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time ************** purchased his paid membership subscriptions stated:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:
  

  Classmates - logging onto the Account portion of the Classmates 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 subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  Shortly thereafter, ************** would have received a paid subscription confirmation email sent to each of the email addresses associated with his accounts.The emails contained ****************** membership registration numbers, the amount ************* paid for his paid memberships, his renewal dates, and a reminder that his paid subscriptions would renew unless he chose to cancel by visiting the Account portion of the website.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the upper right top portion of the webpage underneath the burger icon. When a member clicks on Account, they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. ************** received this automatic renewal reminder on his ********* paid membership subscription account on July 29, 2022 to the email address associated with the account: ****************************
  
  This reminder email provided information that Mr. ****** 2-year membership would automatically renew on September 6, 2022 unless he changed his renewal status and that the full price of a 2-year membership renewal was increasing from $72.00 to $96.00 starting with his next renewal date. The subject line of the renewal reminder was Notification - Price Change for Your Classmates+ Membership Renewal. A representative copy of this email reminder as well as the email send history from Classmates email systems to ************** is attached for your review.
  
  According to our records, ************** did not opt out of the automatic renewal program and, as a result, his paid membership subscription under registration number ********* renewed for an additional term and his payment method was charged $96.00 on September 6, 2022, in accordance with the disclosures and the Terms of Service that he agreed to during his September 6, 2020 purchase.
  
  According to the Terms of Service, Classmates has a no refund policy. However, since ************** has duplicate paid membership subscriptions, I have provided him a full refund of his September 6, 2022 $96.00 membership fee on his account under registration number *********. ************** should note this refund within his PayPal account within 5 to 10 days depending on PayPals internal refund policies. This membership account has reverted to a free basic membership.If ************** would like to delete this free membership, he can use the following link to remove the account from the Classmates website: https://secure.classmates.com/auth/removemember.
  
  As noted above, Mr. ****** second paid membership subscription will lapse on February 20, 2023. This account has already been removed from the automatic renewal program and unless ************** takes any proactive steps to extend his paid membership, this paid membership subscription will lapse on the aforementioned date and will then revert to a free Classmates account.
  
  Per the messaging or advertising ************** references in his complaint, Classmates does not allow paid members to delete their paid accounts on their own so that they do not inadvertently forfeit their paid membership benefits. We do provide messaging that paid members need to contact us to discuss the deletion of their paid membership subscriptions, however, this messaging does not contain any references to do not turn off computer or viruses.  If ************** has any screen shots of this messaging, I would appreciate it if he could forward them to me for further investigation. He can send any screen shots directly to me at [email protected].
  
  This information should successfully resolve ****************** complaint. If your office or ************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:09/07/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing about Classmates.com Order number: ********* amount: $85.00 My grandson graduated from *******************, ******* **.I ordered a 2022 yearbook from them.They sent me a **** yearbook.I sent many emails. Their responses were no were near my problem.It seemed like they never read my problem.They never said that the wrong yearbook was sent. They never addresssed the problem.It seemed like the emails were back and forth without resultion. Then they closed the case.I purchased the yearbook from another source for $75.00.Thank you.

  Business Response

  Date: 09/16/2022

  
  Complaint number: 17929675
  Consumer name: *********************************
  
  We are in receipt of the consumer complaint filed by **************** in connection with her yearbook purchase on the Classmates.com website.
  
  According to our records, **************** did not make a yearbook reprint purchase from her Classmates account. The yearbook reprint purchase was made from her grandsons Classmates account. When **************** initially contacted Classmates regarding this matter, we informed her that, since the purchase was made from a different account, the accountholder, her grandson, would need to contact us regarding the purchase order.
  
  *************** indicates in her complaint that she intended to purchase the 2022 ******************* yearbook, however, was sent the **** yearbook instead. Unfortunately,it appears that **************** actually ordered the **** ******************* yearbook as Classmates does not post or sell high school yearbook reprints that are newer than the 2016 graduating year and the only two yearbooks available for this school are the **** and **** yearbooks. I have attached a screen shot of the Classmates website showing the available yearbooks for *******************.
  
  Additionally,during the yearbook purchase process as well as on the online receipt and in the initial order confirmation email, the specific details of the yearbook reprint being purchased are provided so that customers can review and confirm the accuracy of their purchase order. Customers are also informed that yearbook reprint purchases are non-refundable as each yearbook reprint is printed on demand once a yearbook reprint order has been processed.
  
  As noted above, yearbook reprint purchases are non-refundable, however, as a matter of customer courtesy, I have provided a full refund to Ms. ******* credit card in the amount of $79.95 on September 16, 2022. She should note this refund on her physical billing statement within the next 30 to 60 days (or sooner if she banks online) depending on her financial institutions billing cycle and internal refund policies. **************** does not need to return the **** yearbook reprint to us.
  
  This information should successfully resolve Ms. ******* complaint. If she has any questions or needs additional information regarding this matter, she should feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  
  

• Initial Complaint

  Date:09/06/2022

  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: 17924005
  
  I am rejecting this response because:
  
  

  On May 31, 2022, I received an email from Classmates stating I could join at a 58% discount.  I have the email, but it states "Go to cart" to subscribe, but I never did.  Furthermore, I have saved all of my emails from Classmates because of what happened in 2020, and I do not have an email confirming any paid membership in June 2022 as Classmates is claiming.

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

  Business Response

  Date: 09/13/2022

  Complaint number: ********
  Consumer name: *****************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ******************** regarding her paid Classmates+ membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified ******************** of the Automatic Renewal Program.
  
  On June 5, 2022, ******************** purchased an introductory 50% discounted 3-month automatically renewing paid membership in the amount of $9.00 (plus applicable taxes). On the payment information page of the paid membership purchase process, prior to completing her purchase, ******************** was specifically notified that her membership 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 full standard price of $18.00 (plus applicable taxes) for each renewal, and that she could visit the Accountportion of the website to change her automatic renewal preference at any time. ******************* was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the standard purchase page is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service states:
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Classmates.com Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual."Please note that completing these steps will only stop future automatic renewals of your current subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  Shortly thereafter, ******************** would have received a paid subscription confirmation email sent to the email address associated with her account. This email contained Ms. ********* membership registration number,the amount ******************** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the Account portion of the website.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage underneath the gear icon.  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, ******************** did not contact Classmates or opt out of the automatic renewal program and, as a result, her membership was renewed for an additional term and her payment method was charged the standard, full price 3-month membership fee of $18.00 (plus applicable taxes) on September 5, 2022, per the Terms of Service that she agreed to during her June 5, 2022 purchase.
  
  Additionally,******************** is aware of the Classmates automatic renewal policy from her previous paid membership purchases. On April 19, 2020, ******************** purchased a 58% discounted 3-month automatically renewing membership in the amount of $7.50 (plus applicable taxes). This paid membership subscription automatically renewed for an additional 3-month membership term on July 19, 2020 for the full price membership fee of $18.00 (plus applicable taxes). ******************** received a one-time courtesy refund in the amount of $18.00 (plus $1.55 for the applicable taxes) on July 23, 2020. A copy of her membership record is attached for your review.
  
  Per the Terms of Service, Classmates has a no refund policy. Since ******************** has already received a one-time courtesy refund, we are unable to offer her any additional refunds. I can confirm that ******************** has been removed from the automatic renewal program and her paid membership subscription will lapse on December 5, 2022 and will revert to a free Classmates membership.
  
  This information should resolve Ms. ********* complaint. Should your office or ******************** have any questions or need additional information,please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  

• Initial Complaint

  Date:09/06/2022

  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 have contacted them multiple times at: [email protected] I want my photos removed from their database: from ****, **** and ****: please remove my data / the indexing to my data so it is not searchable: **** ************************************* page 98 https://www.classmates.com/siteui/ybsearch/results?q=sobczynski&yearbookId=********** **** ************************************* page 176 https://www.classmates.com/siteui/ybsearch/results?q=sobczynski&yearbookId=********** **** ************************************* page 46 and page 186 https://www.classmates.com/siteui/ybsearch/results?q=sobczynski&yearbookId=**********

  Business Response

  Date: 09/16/2022

  Complaint number: 17921881
  Consumer name: ***************************
  
  ******************* request, we have removed the data identified in the links in her complaint from the yearbooks and yearbook search functionality on the Classmates website.
  
  This information should successfully resolve Ms. *********** complaint. If you or Ms. ********** should have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

• Initial Complaint

  Date:09/05/2022

  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.

  Just noticed a 8/9/22 charge of $96.00 on my credit card for Classmates membership. I never signed up for this. Please refund.Thank You.

  Business Response

  Date: 09/08/2022

  Complaint number: 17920110
  Consumer name: ***************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ******************** regarding his Classmates+ paid membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  ******************** purchased an introductory 50% discounted 2 year auto-renewing paid membership on August 9, 2020 in the amount of $36.00. On the payment information page of the paid membership purchase process, prior to completing his purchase, ******************** was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $72.00 for each renewal, and that he could visit the Account portion of the website to change his renewal preference at any time. ******************** was presented with language on this same page stating that,by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 2-year purchase page at the time ******************** made his purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time ******************** purchased his paid membership stated:  
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:
  Classmates - logging onto the Account portion of the Classmates 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 subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  Shortly thereafter, ******************** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained the Mr. ********* registration number, the amount he paid for his paid membership, the renewal date, and a reminder that his paid subscription would renew unless the member chose to cancel by visiting the Account portion of the website.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage underneath the gear icon. When a member clicks on Account, they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal, they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. ******************** received this email renewal reminder on June 30, 2022 to the email address associated with his account, ******************.
  
  This reminder email provided information that ******************** 2-year membership would automatically renew on August 9, 2022 unless he changed his renewal status and that the full price of a 2-year paid membership renewal was increasing from $72.00 to $96.00 starting with his next renewal date. The subject line of the renewal reminder was Notification - Price Change for Your Classmates+ Membership Renewal. A representative copy of this email reminder as well as the email send history from Classmates email systems to ******************** is attached for your review.
  
  According to our records, ******************** did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $96.00 on August 9, 2022 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.
  
  Per the Terms of Service, which ******************** agreed to during his initial purchase, Classmates has a no refund policy. I can confirm that Mr. ********* paid membership renewal status has been removed from the automatic renewal program and unless ******************** takes any proactive measures to extend his paid membership subscription, his Classmates+ paid membership subscription will lapse on August 9, **** and then revert to a free Classmates membership.
  
  This information should successfully resolve Mr. ********* complaint. Should your office or ******************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

• Initial Complaint

  Date:08/29/2022

  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.

  MY NAME IS **************************************, I WAS INFORMED BY A CLASSMATE, WHICH I JUST STARTED BACK TALKING TO AFTER 45 YEARS SINCE WE GRADUATED FROM HIGHSCHOOL, THAT SHE RECEIVED AN EMAIL FROM ME FROM CLASSMATE.COM. I TOLD HER I DONT HAVE AN ACCOUNT WITH CLASSMATE.COM OR ********* SHE SAID AN ACCOUNT WAS OPENED IN MY NAME ON AUG 10, 2022. I TOLD HER I DIDNT OPEN IT. I BEEN LIVING IN ********** SINCE I GRADUATED FROM HIGHSCHOOL, MY MAIDEN NAME WAS *******, *************************, AND MY FIRST HUSBAND NAME WAS ********, SHE SAID IT WAS FROM ***********************************, I DONT EVEN USE THAT NAME, BUT I WANT THE ACCOUNT CLOSED AND I WANT TO KNOW WHO OPENED IT AND WHAT CREDIT CARD INFORMATION DID THEY USE

  Business Response

  Date: 09/01/2022

  Complaint number: 17790031
  Consumer name: ***************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ********************. regarding a free Classmates account that was created using her name without her permission.
  
  Classmates is an online alumni directory website. Users register on the website under their personal name, the name of the school they attended and for the years in which they attended their school. Additional personal information, such as photos, biographies and other profile content are at the discretion of the user to provide and share. All members are able to peruse and visit profiles of any other member on the Classmates website.
  
  There are two types of Classmates memberships: a free, basic account and a paid Classmates+ subscription membership. Free members are allowed to view members of their school, their specific class list, reunion information and other members profiles as well as yearbooks. A Classmates+membership provides additional benefits that a free member will not be able to access, such as viewing who has visited their profile and the ability to send and receive Classmates Email that any member, even if they are not a paid member, can review and respond to.
  
  ******************** contacted the Classmates ********************** on August 29, 2022 via phone to report a Classmates account had been created under her name without her permission. Per her request, the *********** Representative deleted this account during the call on August 29, 2022. However, ******************** remained unsatisfied since the representative was unable to provide her with the information she wanted about who created the account and spoke to two different representatives over the course of the next few days regarding the matter.  
  
  As all of the Classmates *********** Representatives who have spoken to ******************** have reiterated, due to the Classmates Privacy Policy and federal privacy laws, Classmates is unable to share personally identifiable information, including personal email addresses, without a formal request and/or subpoena from an appropriate law enforcement, government agency or court.
  
  I can, however, provide her with the following information:  
  
  A free account was created on the Classmates website on August 11,2022 using the name *********************************** for the **** graduating class of ************************************************************** in ****, *******. Since this account was a free account, no physical address or financial information was associated with the account. The only personable identifiable information that was connected to the account was the email address used to create the account. As noted above, I unable to provide this information to ******************** directly.
  
  The free account created in Ms. ********* name did not have any written,uploaded or posted content on the profile or anywhere else on the website. This means that there were no photos, biographies, notes, Conversations, sent or received personal Classmates Emails through the Classmates website, nor any other free form content on the website created in Ms. ********* name.
  
  Unfortunately, it is not uncommon for people to come to the Classmates website and enter the name of the person they are looking for and inadvertently create accounts for the person they are searching for using their own personal email addresses instead of creating Classmates accounts under their own names.
  
  However, if ******************** has concerns regarding the motive behind the account creation or for her own personal safety, we encourage her to reach out to her local law enforcement office. Classmates would be happy to work with them regarding this matter.  
  
  This information should successfully resolve Ms. ********* complaint. If ******************** or the BBB needs additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com

• Initial Complaint

  Date:08/25/2022

  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: 17769526
  
  I am rejecting this response because:  My problem is that I had previously logged into the account and clicked the button to remove the automatic renewal status and declined to enter my new credit card account number because of my intent to cancel the subscription. I logged-out of the account and logged back in to ensure that my declaration had been saved, and the screen displayed that manual renewal would be required.

  The above response indicates that a renewal would not occur if the actions in which I took, had been taken.  The only reason that automatic renewal ISN'T indicated on the account now, is because I logged into the account AGAIN, to make that designation. Lastly, I did not give permission for the company to contact my credit card holder (directly or indirectly) to obtain my new account number.  There appears to be some sense of unethical business practice.  When I contacted Classmates staff to inquire about the fees, I was advised that the practice of the company is to use an outside company to acquire new account numbers for anyone whose information had changed. It sounds like a major violation of commerce ethics because of the account for which the fee had previously been assessed for fees, no longer exists, but a NEW Account exists instead.

  However, in light of the desperate effort to keep the UNEARNED and COERCED access to the $96.00 from account, consider it an early Christmas gift and please remove my contact information and name from your data base.  To make it plain, Please cancel the entire subscription ASAP!!!!
  
  Sincerely,
  
  *****************************

  n had been saved. The declaration was saved. However, after seeing the new bill being posted to my account, the automatic billing was re-added by someone other than myself. I called the contact number and was advised that NO REFUND would be given, in spite of the concerns I raised regarding having received NO Notice of the intent to renew access, and in spite of them accessing my new credit card account without my approval.

  Business Response

  Date: 08/26/2022

  Complaint number: 17769526
  Consumer name: *****************************
  
  We are in receipt of the Better Business Bureau Complaint filed by ****************** regarding his Classmates+ Membership subscription.
  
  Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified the account holder of the Automatic Renewal Program.
  
  ****************** purchased an introductory 50% discounted 2 year auto-renewing paid membership on July 31, 2020. On the payment information page of the paid membership purchase process, prior to completing his purchase, ****************** was notified that his membership fees were non-refundable, that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his payment method would be charged $72.00 for each renewal, and that he could visit the Account portion of the website to change his renewal preference at any time. ****************** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each). A representative copy of the 2-year purchase page at the time ****************** made his purchase is attached for your review.
  
  The "Automatic Renewal Program" section located under the ***** Services" portion of the Terms of Service at the time ****************** purchased his paid membership stated:  
  
  Upon your acceptance of an offer for the purchase of any subscription-based **** Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such **** Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps:
  Classmates - logging onto the Account portion of the Classmates 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 subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.
  
  Shortly thereafter, ****************** would have received a paid subscription confirmation email sent to the email address associated with his account.This email contained the Mr. ******** registration number, the amount he paid for his paid membership, the renewal date, and a reminder that his paid subscription would renew unless the member chose to cancel by visiting the Account portion of the website.
  
  The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage underneath the gear icon. When a member clicks on Account, they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as Automatic. If they wish to switch to manual renewal,they simply have to click on the Turn off automatic renewal link.
  
  Classmates sends all members in a membership subscription term one year or longer an Automatic Renewal Reminder. ****************** received this email renewal reminder on June 21, 2022 to the email address associated with his account, *****************.
  
  This reminder email provided information that ****************** 2-year membership would automatically renew on July 31, 2022 unless he changed his renewal status and that the full price of a 2-year membership renewal was increasing from $72.00 to $96.00 starting with his next renewal date. The subject line of the renewal reminder was Notification - Price Change for Your Classmates+ Membership Renewal. A representative copy of this email reminder as well as the email send history from Classmates email systems to ****************** is attached for your review.
  
  According to our records, ****************** did not opt out of the automatic renewal program or contact Classmates prior to his renewal date and,as a result, his membership was renewed for an additional term and his payment method was charged $96.00 on July 31, 2022 in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.
  
  Per the Terms of Service, which ****************** agreed to during his initial purchase, Classmates has a no refund policy. I can confirm that Mr. ******** paid membership renewal status has been removed from the automatic renewal program and unless ****************** takes any proactive measures to extend his paid membership subscription, his Classmates+ membership subscription will lapse on July 31, **** and then revert to a free Classmates membership.
  
  This information should successfully resolve Mr. ******** complaint. Should your office or ****************** have any questions or need additional information, please feel free to contact me at [email protected].
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com
  
  

  Business Response

  Date: 09/22/2022

  Per Mr. ******** request, I have terminated his Classmates membership and removed his information from the Classmates website. ****************** may continue to receive residual email from Classmates over the next 10 days.Residual emails are emails already scheduled to be delivered to our members in our email delivery system. He should feel free to disregard these emails.
  
  Sincerely,
  
  ***********************
  Associate Director, Compliance & IP
  www.classmates.com