Classmates.Com Reviews (372)
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Address: 1501 4th Ave Ste 400, Seattle, Washington, United States, 98101-3527
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No.1 There is no manager or Supervisor. If you have an issue or concern of some type, then if you ever discover their phone number, you will more than likely will find yourself talking in circles and to a wall. They don't care and they don't lean towards any kind of problem resolution or corrections. To do so, take effort.
No. 2. They inform you that you have received a visitor to your profile, and upon checking it out, I have discovered several times, that no such visitors ever visited. So; that's fake. Then there have been numerous times when I had visits mysteriously disappear. When I have voiced concern to the Classmates staff, it falls on deaf ears
No.3 They are carrying profiles of people deceased over 12 years ago. Some of these deceased, have more than one profile. Some members have as many as 3 profiles.
No.4. Classmates have a realtor on there who buys, sells and lists for free ( at the other members' expense) properties for the sake of future sales. It's a school classmate's site not to be confused with a business opportunity site. This shouldn't be allowed to happen. No.5 Classmates have done very little in generating interest to bringing on new school members or one's that used to be with the service but later left.
No. 6 They offer no yearbooks or yearbook photos to their Canadian customers. None.
No. 7 It seems that they would much rather promote and have you switch your account to Facebook (the owners of this site). That's a terrible attitude. Facebook is not something I ever want to be a part of - ever!
No. 8 The staff that I have spoken with are rather unpleasant and not interested in their own site it seems. They are nothing short of rude and unprofessional. I found myself getting more and more frustrated and just losing it for their lack of sincerity and professionalism. No.9. There is very little to nothing done to promote further memberships with discounts or discounted packages. It's like a website that is now deemed a ghost town.
Professional leadership there is sadly lacking, and a real manager who is enthusiastic with new seminal ideas needs desperately to take over. It seems to be slow sinking ship right now without a lot of hope to being rescued.
As indicated in our original response on May 18, 2016, Mr [redacted] has two separate Classmates accounts, each using a different email addressSince we are unable to merge two separate accounts, we will need him to provide us with instructions on which membership he would like us to delete Per our original response: “For Mr***’s convenience, I can delete one of these duplicate memberships on his behalfIt appears that registration number [redacted] contains most of Mr***’s content, such as his story and most of his historical Classmates EmailsIf he would like me to delete his most recent account, registration number [redacted] , I can move his paid membership to the older account.” Once we have the information on which account Mr [redacted] would like to retain, I can ensure that his paid membership is transferred to his sole remaining active account If Mr [redacted] would like to contact me directly, he can email me at [email protected] Sincerely, Tara M [redacted] SrIP & Marketing Compliance Manager www.classmates.com
I went on the site on December to see what the heck was going on when they charged me $for something I NEVER intended to order, and I sent an email telling someone about the unethical renewal practice Their long explanation only shows how sneaky they are andunprofessional They MUST credit my credit card Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Ms [redacted] regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without her permission Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms [redacted] of the Automatic Renewal Program Ms [redacted] created her Classmates account on July 8, using the email address [redacted] under registration number [redacted] On April 25, 2015, Ms [redacted] upgraded her membership and purchased a year auto-renewing paid membershipOn the payment information page of the paid membership purchase process, prior to completing her purchase, Ms [redacted] was specifically notified that her membership fees were non-refundable and would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $for each renewal, and that she could visit the “Account” portion of the website to change that at any time Ms [redacted] 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 copy of the paid membership purchase page is attached for your review The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, Ms [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms [redacted] 's membership registration number, the amount Ms [redacted] 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 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 Ms [redacted] received an email renewal notification reminder on March 16, to the email address associated to her account reminding her that her membership would automatically renew unless she changed her automatic renewal statusAccording to our records, Ms [redacted] did not opt out of the automatic renewal program, and, as a result, her membership was renewed for an additional term and her credit card was charged $on April 25, 2016, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase Additionally, Ms [redacted] ’s membership record indicates she has purchased three previous automatically renewing memberships with Classmates, all of which she manually placed in a manual renewing state: a month automatically renewing membership on May 3, 2007, a year special discounted membership on September 24, and an a 50% discounted year membership purchased on April 11, A copy of Ms [redacted] ’s membership record is attached for your review As noted above, Ms [redacted] is aware from her previous paid memberships of Classmates’ automatic renewal policy and no refund policyAs such, we are unable to offer her a refund at this timeA Member Care Representative changed Ms [redacted] ’s membership to a manual renewal on her behalf and, unless she takes proactive steps to change her membership status, her paid membership benefits will lapse on April 25, Should your office or Ms [redacted] have any questions or need additional information, please feel free to contact me at [email protected] Sincerely, Tara M [redacted] SrIP & Marketing Compliance Manager Classmates, Inc www.classmates.com
Complaint #: [redacted] Consumer: [redacted] We are in receipt of the complaint filed by Ms [redacted] regarding her claim that Classmates automatically renewed her membership and charged her [redacted] account without her permission Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms [redacted] of the Automatic Renewal Program Ms [redacted] purchased a 2-year auto-renewing paid membership on June 26, On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms [redacted] 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 [redacted] account would be charged the then-current full price for each renewal, and that she could visit the “Account” portion of the website to change her renewal settings at any timeMs [redacted] 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 copy of the representative standard 2-year membership purchase page is attached for your review The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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, Ms [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms [redacted] 's membership registration number, the amount Ms [redacted] 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 webpageWhen a member clicks on “Account,” they will see an "Account & Billing" section listed on the pageOnce 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 Ms [redacted] received an email renewal notification reminder on May 17, to the email address associated to her account reminding her that her membership would automatically renew on June 26, According to our records, Ms [redacted] did not opt out of the automatic renewal program and, as a result, her membership was renewed for an additional term and her [redacted] account was charged $(plus applicable taxes) on June 26, 2017, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase Ms [redacted] subsequently contacted the Classmates Member Care Department via email on June 27, where she was advised of the renewal program and no refund policyThrough subsequent email communications, Ms [redacted] updated her email address associated with her account and on July 19, she accepted an offer for a discounted 2-year manually renewing membershipHer current paid membership term will expire on June 19, and no further membership fees will be charged to her [redacted] account unless she takes proactive steps to renew or extend her membershipA copy of Ms [redacted] ’s membership record is attached for your review This information should successfully resolve Ms [redacted] 's complaintShould your office or Ms [redacted] have any questions or need additional information, please feel free to contact me at [email protected] Sincerely, Tara M [redacted] SrIP & Marketing Compliance Manager www.classmates.com
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by [redacted] regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without her permission Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified [redacted] of the Automatic Renewal Program [redacted] purchased a year auto-renewing paid membership on October 15, On the payment information page of the paid membership purchase process, prior to completing her purchase, [redacted] was specifically notified that her membership fees were non-refundable and that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged US $for each renewal and that she could visit the “Account” portion of the website to change her automatic renewal status at any time [redacted] 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 "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained [redacted] 's membership registration number, the amount [redacted] 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 webpageWhen a member clicks on “Account,” they will see an "Account & Billing" section listed on the pageOnce 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, [redacted] did not opt out of the automatic renewal program nor contact Classmates prior to her renewal dateTherefore, her membership was renewed for an additional term and her credit card was charged US $on October 15, and every year thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have authorized a pro-rated refund to [redacted] on November 2, in the amount of US $ [redacted] should note this refund on her account within the next to days depending on her financial institution's billing cyclePer her request, I hae also deleted any financial information associated with her accountHer Classmates membership is now a free basic membershipIf she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember This information has successfully resolved [redacted] 's complaintShould your office or [redacted] have any questions or need additional information, please feel free to contact me at [email protected] Sincerely, [redacted] SrIP & Marketing Compliance Manager Classmates, Inc www.classmates.com
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Ms [redacted] regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without her permission Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms [redacted] of the Automatic Renewal Program Ms [redacted] purchased a year auto-renewing paid membership on April 13, On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms [redacted] 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 credit or debit card would be charged $for each renewal and that she could visit the “Account” portion of the website to change her automatic renewal status at any timeMs [redacted] 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 copy of the checkout page Ms [redacted] saw when purchasing her membership is attached for your review The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, Ms [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms***'s membership registration number, the amount Ms [redacted] 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 webpageWhen a member clicks on “Account,” they will see an "Account & Billing" section listed on the pageOnce the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link According to our records, Ms [redacted] did not opt out of the automatic renewal program nor contact Classmates prior to her renewal dateTherefore, her membership was renewed for an additional term and her credit card was charged $on April 13, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, a Member Care Representative provided Ms [redacted] with a $refund on April 19, Ms [redacted] should note this refund on her account within the next to days depending on her financial institution's billing cycleHer Classmates membership is now a free, basic membershipIf she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember This information should successfully resolve Ms***'s complaintShould your office or Ms [redacted] have any questions or need additional information, please feel free to contact me at [email protected] Sincerely, Tara M [redacted] SrIP & Marketing Compliance Manager Classmates, Inc www.classmates.com
Complaint number: [redacted] Consumer name: [redacted] ***We are in receipt of the Revdex.com Complaint filed by Mr [redacted] regarding his claim that Classmates, Inc(“Classmates’) automatically renewed his membership in Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Mr [redacted] of the Automatic Renewal Program.Mr [redacted] purchased a year auto-renewing paid membership on February 25, On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr [redacted] was specifically notified that hismembership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged $for each renewal, and that he could visit the “Account” portion of the website to change that at any time Mr [redacted] 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 copy of Mr [redacted] paid membership purchase page is attached for your reviewThe "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 theWebsite, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals thatoccurred prior to the date of your status change.” Shortly thereafter, Mr [redacted] would have received a paid subscription confirmation email sent to the email address associated with his accountThis email contained Mr [redacted] membership registration number, the amount Mr [redacted] paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website The "Account" section is accessible from nearly every page of the Classmates website and is located in the top 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” linkAccording to our records, Mr [redacted] did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged $on February 25, in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchaseMr [redacted] successfully changed his automatic renewal status in and his paid membership benefits expired on February 25, Mr [redacted] membership subsequently converted to a free basic membership once his paid membership expired As of April 8, 2015, Mr [redacted] membership is still listed as a free basic membership on the Classmates website As stated in the Classmates Terms of Service, Classmates has a no refund policy I hope this information has successfully resolved Mr [redacted] complaintShould your office or Mr [redacted] have any questions or need additional information, please feel free to contact me at [email protected], [redacted] SrIP & Marketing Compliance Manager Classmates, Inc www.classmates.com
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Ms [redacted] in connection with Classmates’ Automatic Renewal Program Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notifies its members of the Automatic Renewal ProgramMs [redacted] purchased a 3-month auto-renewing membership on October 20, On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms [redacted] was specifically notified that her membership fees were non-refundable and that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $for each renewal, and that she could visit the “Account” portion of the website to change that at any time Ms [redacted] 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 3-month membership purchase page is attached for your reviewThe "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: “Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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, Ms [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms [redacted] ’ membership registration number, the amount Ms [redacted] 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 websiteThe "Account" section is accessible from nearly every page of the Classmates website and is located in the top 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” linkAccording to the Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have provided a Ms [redacted] a refund in the amount of $Ms [redacted] should note this refund on her account within the next to days depending on her financial institution's billing cycle and internal refund policiesHer Classmates account has reverted to a free basic membershipThis information should successfully resolve Ms [redacted] ’ complaintIf your office or Ms [redacted] has any questions or need additional information, please feel free to contact me at [redacted] @classmates.comSincerely, Tara M [redacted] SrIP & Marketing Compliance Manager www.classmates.com
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Mr [redacted] regarding his claim that Classmates, Inc(“Classmates”) automatically renewed his membership and charged his [redacted] account without his permission Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Mr [redacted] of the Automatic Renewal Program.Mr [redacted] purchased a 2-year auto-renewing paid membership on September 21, On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr [redacted] was specifically notified that 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 [redacted] account would be charged $for each renewal, and that he could visit the “Account” portion of the website to change his status at any time Mr [redacted] 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 copy of the standard membership purchase page is attached for your reviewThe "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, Mr [redacted] would have received a paid subscription confirmation email sent to the email address associated with his accountThis email contained Mr [redacted] 's membership registration number, the amount Mr [redacted] paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website The "Account" section is accessible from nearly every page of the Classmates website and is located in the top 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 [redacted] did not opt out of the automatic renewal program and his membership was renewed for an additional term and his [redacted] account was charged the standard, full price 2-year membership fee of $on September 21, 2016, per the Terms of Service that he agreed to during his initial purchaseA copy of Mr [redacted] ’s membership record is attached for your review According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have authorized a refund to Mr [redacted] in the amount of $on September 23, Mr [redacted] should note this refund in his [redacted] account within the next several days depending on [redacted] ’s refund policyMr [redacted] 's Classmates membership has converted to a free, basic membershipHowever, if he would like to cancel his free membership he can use the following link to remove himself from the website: [redacted] I hope this information has successfully resolved Mr [redacted] 's complaintShould your office or Mr [redacted] have any questions or need additional information, please feel free to contact me at [redacted] Sincerely, Tara M [redacted] SrIP & ***eting Compliance Manager Classmates, Inc www.classmates.com
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the consumer complaint filed by Mr [redacted] ’s in connection with his claim that Classmates automatically renewed his membership and charged his credit card without his permission Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Mr [redacted] of the Automatic Renewal ProgramMr [redacted] purchased a 3-month auto-renewing paid membership on February 1, On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr [redacted] 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 credit or debit card would be charged US $for each renewal period, and that he could visit the “Account” portion of the website to change that at any timeMr [redacted] 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 copy of the 3-month purchase process is attached for your reviewThe "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: “Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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, Mr [redacted] would have received a paid subscription confirmation email sent to the email address associated with his accountThis email contained Mr [redacted] 's membership registration number, the amount Mr [redacted] paid for his paid membership, his renewal date, and a reminder that his paid subscription would renew unless he chose to cancel by visiting the “Account” portion of the website The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpageWhen a member clicks on “Account,” they will see an "Account & Billing" section listed on the pageOnce 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 [redacted] did not opt out of the automatic renewal program or contact the Classmates Member Care Department prior to his renewal dateAs a result, his membership was renewed for an additional term and his credit card was charged $on May 1, and every three months thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have provided Mr [redacted] with a refund of his last membership fee in the amount of $on August 1, Mr [redacted] should note this refund on his account within the next to days depending on his financial institution's billing cycleHis Classmates membership has reverted to a free, basic membership This information has successfully resolved Mr [redacted] 's complaintShould your office or Mr [redacted] have any questions or need additional information, please feel free to contact me at [redacted] @classmates.com Sincerely, Tara M [redacted] SrIP & Marketing Compliance Manager www.classmates.com
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Ms [redacted] regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without her permission Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms [redacted] of the Automatic Renewal Program.Ms [redacted] purchased year auto-renewing paid membership on February 16, On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms [redacted] 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 credit or debit card would be charged $US for each renewal, and that she could visit the “Account” portion of the website to change that at any time Ms [redacted] 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 "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, Ms [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms [redacted] 's membership registration number, the amount Ms [redacted] 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 When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link According to our records, Ms [redacted] did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $on February 16, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase Additionally, Ms [redacted] ’s membership record indicates she has purchased three previous automatically renewing memberships with Classmates, all of which she manually placed in a manual renewing state: a 50% discounted month automatically renewing membership on August 21, for $7.50, a 50% discounted month renewing membership purchased on December 10, 2013, and a 50% discounted month membership purchased on October 23, According to our records, the only communications we have received from Ms [redacted] was on February 18, where Classmates replied with directions on how to remove herself from future automatic renewal chargesA copy of Ms [redacted] ’s membership record is attached for your review As noted above, Ms [redacted] is aware from her previous paid memberships of Classmates’ automatic renewal policy and no refund policyAs such, we are unable to offer her a refund at this timeMs [redacted] has successfully placed herself in manual renewal and, unless she takes proactive steps to change her membership status, her paid membership benefits will lapse on February 19, Should your office or Ms [redacted] have any questions or need additional information, please feel free to contact me at [redacted] @classmates.com Sincerely, Tara M [redacted] SrIP & Marketing Compliance Manager Classmates, Inc www.classmates.com
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Ms [redacted] regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without her permission Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms [redacted] of the Automatic Renewal Program Ms [redacted] created her Classmates account on July 29, using the email address under registration number [redacted] On May 4, 2015, Ms [redacted] upgraded her membership and purchased a year auto-renewing paid membershipOn the payment information page of the paid membership purchase process, prior to completing her purchase, Ms [redacted] was specifically notified that her membership fees were non-refundable and her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $for each renewal, and that she could visit the “Account” portion of the website to change that at any time Ms [redacted] 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 copy of the paid membership purchase page is attached for your review The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, Ms [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms [redacted] 's membership registration number, the amount Ms [redacted] 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 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 Ms [redacted] received an email renewal notification reminder on March 25, to the email address associated to her account reminding her that her membership would automatically renew unless she changed her automatic renewal statusAccording to our records, Ms [redacted] did not opt out of the automatic renewal program and, as a result, her membership was renewed for an additional term and her credit card was charged $on May 4, 2016, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase Additionally, Ms [redacted] ’s membership record indicates she has purchased a previous 3-month automatically renewing membership with Classmates which she manually placed in a manual renewing stateA copy of Ms [redacted] ’s membership record is attached for your review As noted above, Ms [redacted] is aware from her previous paid membership of Classmates’ automatic renewal policy and no refund policyAs such, we are unable to offer her a refund at this timeA Member Care Representative changed Ms [redacted] ’s membership to manual renewal on her behalf and, unless she takes proactive steps to change her membership status, her paid membership benefits will lapse on May 4, Should your office or Ms [redacted] have any questions or need additional information, please feel free to contact me at [email protected] Sincerely, Tara M [redacted] SrIP & Marketing Compliance Manager Classmates, Inc www.classmates.com
Complaint: [redacted] I am rejecting this response because: It does nothing to resolve my complaintThey have simply restated their original argumentIf I agreed with that argument in the first place, I obviously would not have filed a complaint hereTheir argument amounts to, "He didn't say no." A lack of protest should not constitute consent, in my opinionThat is first and foremost what I find unethical about this They also try to argue that their auto-renewal policy and automatic opting in to that policy is quite clear and obvious to everyone signing upI don't remember what the signup forms from over years ago looked like so I won't make claims about the truthfulness of thatHowever, I might be more inclined to believe it if I were the only person complaining about thisThey have over complaints about essentially the same exact issue I'm complaining aboutThat's just how many people officially filed complaints hereI can only imagine how many have had the same experienceIt's obviously NOT that clear and obvious to those signing up that they are automatically consenting to auto-renewal of their accounts The other thing I find very unethical and quite troubling is their charging an expired credit card, which they didn't address to my satisfaction whatsoeverThey state that they charged my card, "with the updated account information provided by his credit card company." I wasn't aware that that was even possible, and again, regardless of it being legal or not, I find it wholly improperIn my opinion, there is no honest reason you would go behind the customer's back to get updated payment information rather than request it from your customerNo other company I do business with does thisIf my credit card expires with Netflix, my cable provider, cell phone provider, or anyone else I've ever kept a card on file with, they stop my service or simply don't process a payment, making me late on my paymentAlso, I question their statement about obtaining updated account information, considering Classmates.com's own records when I logged in on 2/6/showed that credit card to have an expiration date in If they obtained updated account information, why wasn't it updated in their system? What it all comes back to is this, No means No, silence does not mean Yes Sincerely, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I just received an email my complaint has been resolved and the year book is on it's way.Thanks, [redacted]
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Ms [redacted] regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without providing her prior notices Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms [redacted] of the Automatic Renewal Program Ms [redacted] created her Classmates account on May 5, using the email address [redacted] @aol.com under registration number On May 9, 2012, Ms [redacted] purchased year auto-renewing paid membershipOn the payment information page of the paid membership purchase process, prior to completing her purchase, Ms [redacted] was specifically notified that her membership fees were non – refundable and that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then current price for each renewal, and that she could visit the “Account” portion of the website to change that at any timeMs [redacted] 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 "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, Ms [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms***'s membership registration number, the amount Ms [redacted] 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 webpageWhen a member clicks on “Account,” they will see an "Account & Billing" section listed on the pageOnce the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link According to our records, Ms [redacted] did not opt out of the automatic renewal program and, as a result, her membership was subsequently renewed for an additional term and her credit card was charged $on May 9, and every year thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchaseAdditionally, an automatic renewal reminder was sent to Ms [redacted] at [redacted] @aol.com on March 30, to notify of her most recent impending renewal date A review of Ms***’s account indicates that we have not received any previous correspondence from her prior to a telephone call on May 9, At that time, a Classmates Member Care Representative explained the no refund policy and the automatic renewal program to her and changed Ms***’s renewal status to manual Per the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have authorized a refund of her last renewal fee of $on May 12, Ms [redacted] should note this refund on her account within the next to days depending on her financial institution's billing cycleHer membership has now reverted to a free, basic Classmates membershipIn the event she would like to cancel her membership and remove herself from the Classmates website, she may use the following link to removal herself from the website: https://secure.classmates.com/auth/removemember Should your office or Ms [redacted] have any questions or need additional information, please feel free to contact me at [email protected] Sincerely, Tara M [redacted] SrIP & Marketing Compliance Manager Classmates, Inc www.classmates.com
Complaint: [redacted] I am rejecting this response because:The link Ms M [redacted] , points to at the end of the email, is inaccessible to me as the 'forgotten password' still does not workAlso, Ms M [redacted] , acknowledges I tried to contact Classmates to resolve this issue on July 3rd They obviously were able to gather the information about my account, but refused to contact me furtherWhile I appreciate the prorate, I do believe it should be prorated to when I first contacted themAs that was when I was trying to initially resolve the matter, and if that had happened then, I would have been very happy.As the link does not work, I can not ascertain that my account as been put to the free status, nor can I log on to delete myself completely from the account, which I desire greatly to doTherefore, despite her assertions that it is ‘easy’ to cancel, Classmates is exceedingly difficult to leave.Indeed, Classmates settled on two lawsuits regarding their predatory practicesI remember canceling the service after one year, which is why I did not keep my informationI'd done this with more reputable online services without issueIt is my fault for not catching the reoccurring charge, but last year, I saw itRealizing I couldn't get on the site, I froze my card in the hope Classmates would contact me with a friendly reminder as Ancestry does when the card is out of dateIndeed, reputable online services, send out renewal emails, before automatic renewalI found out freezing a credit card lets re-occurring charges go throughI spent a frustrating half hour trying to get their site to respond and contacting them (At the time, I did not realize the phone number was on the charge.)I answered Classmates questions in the email, which Ms M [redacted] acknowledges receiving, however I heard nothing more from them I opened a case with my credit card at the credit card agents suggestionLater, they told me Classmates contacted them, but with insufficient information to reopen the chargeI learned I would have to put a freeze each year to stop them from charging meIndeed, I just wanted them to contact me, and I did this, but then set about to open up a case with the Revdex.com While I had enjoyed the yearbooks at Classmates, I I want nothing more to do with them.Twice, Classmates settled in two cases for deceptive practices, and this is my first problem with multiple reoccurring online servicesI have cancelled and later renewed service with multiple online services and never had an issue like this occurI had believed I had cancelled with them.Again, I want nothing more to do with the site, and I want to be removed from their databases Sincerely, * [redacted]
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Ms [redacted] regarding his claim that Classmates (“Classmates”) automatically renewed her membership and charged her [redacted] account without her permission Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms [redacted] of the Automatic Renewal ProgramOn December 13, Ms [redacted] purchased a 2-year paid automatically renewing membership On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms [redacted] 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 [redacted] account would be charged $(plus applicable taxes) for each renewal, and that she could visit the “Account” portion of the website to change her renewal status at any timeMs [redacted] was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each)A representative copy of the standard 2-year purchase page is attached for your reviewThe "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, Ms [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms***'s membership registration number, the amount Ms [redacted] 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 websiteThe "Account" section is accessible from nearly every page of the Classmates website and is located in the top 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” linkOn November 3, 2017, Classmates emailed Ms [redacted] to remind her that her membership would renew On December 13, According to our records, Ms [redacted] did not opt out of the automatic renewal program and, as a result, her membership was renewed for an additional term and her [redacted] account was charged the standard, full price 2-year membership fee of $(plus applicable taxes) on December 13, per the Terms of Service that she agreed to during her initial purchaseA representative copy of the automatic renewal email notification is attached for your review Ms [redacted] then disputed the charge with [redacted] who confirmed that the charge was legitimate and declined to refund her membership fees On December 27, 2017, Ms [redacted] contacted the Classmates Member Care Department regarding her membershipThe Member Care Representative explained the automatic renewal program and the Classmates no refund policyAt her request, the representative changed Ms***’s automatic renewal status to manualHer paid membership will expire on December 13, at which time her account will revert to a free membershipA copy of Ms***’s membership record is attached for your review If Ms [redacted] would still like to cancel her account, I can remove her from the Classmates website, however, she will forfeit the remainder of her paid membership benefitsThis information should successfully resolve Ms***’s complaintShould your office or Ms [redacted] have any questions or need additional information, please feel free to contact me at [email protected], Tara M [redacted] SrIP & Marketing Compliance Managerwww.classmates.com
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Ms [redacted] regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without providing her prior notices Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms [redacted] of the Automatic Renewal Program Ms [redacted] purchased year auto-renewing paid membership on July 26, using the same email address she supplied in her complaintOn the payment information page of the paid membership purchase process, prior to completing her purchase, Ms [redacted] was specifically notified that her membership fees were non-refundable and that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $for each renewal, and that she could visit the “Account” portion of the website to change that at any timeMs [redacted] 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 copy of the year membership purchase page is attached for your review The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, Ms [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained MsStephenson's membership registration number, the amount Ms [redacted] 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 webpageWhen a member clicks on “Account,” they will see an "Account & Billing" section listed on the pageOnce 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, an automatic renewal reminder was sent to Ms [redacted] on June 16, Ms [redacted] did not opt out of the automatic renewal program nor contact the Classmates Member Care Department and, as a result, her membership was subsequently renewed for an additional term and her credit card was charged $on July 26, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase Ms [redacted] subsequently contacted the Classmates Member Care Department via telephone on August 3, The representative explained the automatic renewal and no refund policy to Ms [redacted] and offered her a half price discounted year membership in exchange for the full price renewal fee Once Ms [redacted] accepted this offer, the representative explained that the renewal fee of $would be refunded to her credit card and a new charge of $would be charged for the discounted membershipA copy of MsStephenson’s membership record is attached for your review MsStephenson’s exchanged paid membership term will expire on August 3, without requiring any action on the behalf of Ms [redacted] and her membership will revert to a free, basic membership at that time This information should resolve MsStephenson’s complaint If your office or Ms [redacted] have any questions or need additional information, please feel free to contact me at [email protected] Sincerely, Tara M [redacted] SrIP & Marketing Compliance Manager Classmates, Inc www.classmates.com
Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Ms [redacted] regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without her permission Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms [redacted] of the Automatic Renewal Program Ms [redacted] purchased a year auto-renewing paid membership on March 9, On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms [redacted] 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 credit or debit card would be charged $for each renewal and that she could visit the “Account” portion of the website to change her automatic renewal status at any timeMs [redacted] 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 copy of the checkout page Ms [redacted] saw when purchasing her membership is attached for your review The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder 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 subscriptionIf 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 Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, Ms [redacted] would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms [redacted] 's membership registration number, the amount Ms [redacted] 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 webpageWhen a member clicks on “Account,” they will see an "Account & Billing" section listed on the pageOnce the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link According to our records, Ms [redacted] did not opt out of the automatic renewal program nor contact Classmates prior to her renewal dateTherefore, her membership was renewed for an additional term and her credit card was charged $on March 9, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have authorized a pro-rated refund to Ms [redacted] on April 11, in the amount of $Ms [redacted] should note this refund on her account within the next to days depending on her financial institution's billing cycleHer Classmates membership is now a free, basic membershipIf she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember This information has successfully resolved Ms [redacted] 's complaintShould your office or Ms [redacted] have any questions or need additional information, please feel free to contact me at [email protected] Sincerely, Tara M [redacted] SrIP & Marketing Compliance Manager Classmates, Inc www.classmates.com