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 renew. Below, 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, 2014. 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 $59.00 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 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 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 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 account. This 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 $59.00 on September 21, 2016, per the Terms of Service that he agreed to during his initial purchase. A copy of Mr. [redacted]’s membership record is attached for your review.
 
According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a refund to Mr. [redacted] in the amount of $59.00 on September 23, 2016. Mr. [redacted] should note this refund in his [redacted] account within the next several days depending on [redacted]’s refund policy. Mr. [redacted]'s Classmates membership has converted to a free, basic membership. However, 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 complaint. Should your office or Mr. [redacted] have any questions or need additional information, please feel free to contact me at [redacted].
Sincerely,
 
 
Tara M[redacted]
Sr. IP & [redacted]eting Compliance Manager
Classmates, Inc.
www.classmates.com

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. 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 automatically renewed her membership after her repeated requests to cancel her membership.   Ms. [redacted]...

appears to have two memberships:   Registration Number [redacted]. This free membership was created on April 13, 2017 using the email address [redacted]@icloud.com. Ms. [redacted]e most likely created this membership in error when attempting to log in to her paid membership.  I have deleted this membership on her behalf.   Registration Number [redacted]. This membership was created on December 22, 2011 using the email address [redacted]@yahoo.com. Ms. [redacted] purchased a 1 year auto-renewing paid membership associated with this registration on July 26, 2013. 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 $39.00 for each renewal and that she could visit the “Account” portion of the website to change her automatic renewal status 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 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 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 account. This 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 nor contact Classmates prior to her renewal date. Therefore, her membership was renewed for an additional term and her credit card was charged $39.00 in 2014 and every year thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.   Additionally, Classmates notified her on July 8, 2016 and on July 8, 2017 that her membership was due to renew in August of each year. Per Ms. [redacted]’s complaint, Classmates does not send communications to its members via texts or SMS messaging. All official communications from Classmates is via email. In the event Ms. [redacted] had attempted to contact us via text, we would have been unable to respond or locate her account from her mobile number. Our records do indicate that Ms. [redacted] contacted us in connection with her paid membership in June 2017. Instructions on how to change her automatic renewal status were emailed to her on June 30, 2017.   According to the Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a pro-rated refund to Ms. [redacted] in the amount of $36.65. Ms. [redacted] should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle and internal refund policy. Her Classmates membership is now a free, basic membership. However, if 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 complaint. 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] Sr. IP & 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 renew. Below, 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 November 18, 2013. 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 the then-current full price 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 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 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 account. This 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 October 9, 2015 to the email address associated to her account reminding her that her membership would automatically in unless she changed her automatic renewal status. 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 $59.00 on December 11, 2015, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.
One December 16, 2015 Ms. [redacted] initiated a chargeback proceeding with her financial institution.  Mastercard subsequently ruled the charge valid and denied Ms. [redacted]’s request for a refund.  On January 7, 2016 Ms. [redacted] contacted the Classmates Member Care Department via telephone.  The Member Care Representative explained the automatic renewal program and the Classmates no refund policy. As stated above, per the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have authorized a refund to Ms. [redacted] in the amount of $59.00 via check on January 14, 2016. Ms. [redacted] will receive the check at the address listed in her complaint within the next 3 weeks. Ms. [redacted]’s membership has now converted to a free, basic membership. However, if she would like to cancel this membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember. I hope this information has successfully resolved Ms. [redacted]'s complaint. 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]
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

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. Sincerely, [redacted]

Case number: [redacted]Consumer: [redacted]We are in receipt of the Revdex.com complaint filed by Mr. [redacted]. According to our records, Mr. [redacted] created a free basic account on the Classmates website on July 4, 2013 under registration number [redacted].  This account has never...

upgraded to a paid membership nor does the email address provided in Mr. [redacted]’s complaint associate to any other account.  A copy of his Classmates membership record is attached for your review.In order to research Mr. [redacted]’s complaint further, please have him provide the last four digits of the debit or credit card that he states is being charged.  In the meantime, Mr. [redacted] should consult with other members of his household to determine if they have a paid membership using Mr. [redacted]’s financial information.Should your office or Mr. [redacted] have any questions regarding the information needed to respond to this complaint, please feel free to contact me at [redacted]@classmates.com. Sincerely,Tara M[redacted]Sr. IP & Marketing Compliance Managerwww.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 PayPal account without his permission....


Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. [redacted] of the Automatic Renewal Program.
Mr. [redacted] purchased a 3 month auto-renewing paid membership on February 5, 2016. 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 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 credit or debit card would be charged US $15.00 (plus applicable taxes) for each renewal period, 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 the 3-month 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 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 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 account. This 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, as a result, his membership was renewed for an additional term and his credit card was charged US $15.00 (plus applicable taxes) on May 5, 2016 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 policy. However, as a matter of customer courtesy, I have provided a refund to Mr. [redacted]'s in the amount of US $16.14 on May 6, 2016. Mr. [redacted] should note this refund on his account within the next 30 days depending on PayPal’s internal refund policies. Mr. [redacted]'s Classmates membership has reverted to a free, basic membership. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.
This information should successfully resolve Mr. [redacted]'s complaint. Should your office or Mr. [redacted] have any questions or need additional information, please feel free to contact me at [email protected].
Sincerely,
Tara M[redacted]
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

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. Thank you for your assistance.  Classmates has credited my account for about $6 which I will accept.  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. Sincerely, [redacted]

Hello Mr. [redacted], I have updated your email account on your paid membership as you requested.  Please feel free to contact me at [email protected] if you have any other concerns or questions.
Sincerely,
Tara M[redacted]

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 providing her prior notices....


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 [redacted] of the Automatic Renewal Program.
[redacted] created a free Classmates membership on April 29, 2009 using the email address [redacted]@aol.com. On May 11, 2014, [redacted] upgraded her membership and purchased 1 year auto-renewing paid membership. 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 $39.00 for each renewal, and that she could visit the “Account” portion of the website to change that 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). A copy of the 1-year membership purchase process 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 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 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 account. This 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 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, [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 $39.00 on May 11, 2015 and every year thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. Additionally, an automatic renewal reminder was sent to the [redacted]@aol.com email address on April 1, 2016 to remind her of her impending membership renewal fee.
A review of [redacted]’s account indicates that we have not received any previous correspondence from her prior to a telephone call with a Classmates Member Care Representative on May 11, 2016. After reviewing the recorded phone conversation, [redacted] states that she didn’t create the account or purchase a membership and that she is unsure of which credit card she used to make the membership purchase.
Per the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided her with a refund of $39.00 on May 19, 2016. [redacted] should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Her Classmates membership is now a free, basic membership. If 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.
Should your office or [redacted] have any questions or need additional information, please feel free to contact me at [email protected].
Sincerely,
Tara M[redacted]
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

I went on the site on December 5 to see what the heck was going on when they charged me $39 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 and. unprofessional.  They MUST credit my credit card.
Complaint: [redacted]I am rejecting this response because: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. 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. 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. Sincerely, [redacted]
Mr. Revdex.com
There was no response attached to this reply.  Nothing to accept or reject.

Consumer Complaint No.: [redacted]
Consumer: [redacted]We are in receipt of the above referenced complaint filed by Mr. [redacted] in connection with emails he receives from Classmates, Inc. (“Classmates”).
 
According to our records, Mr. [redacted] had two free memberships on the Classmates...

website.  Registration number [redacted] was deleted on or about May 7, 2015.  Mr. [redacted] emailed the Classmates Member Care Department on December 28, 2015 regarding email he was still receiving even though he had deleted his account. At that time, the representative found a duplicate account under registration number 470755.  Per Mr. [redacted]’s request, we have deleted this account as well. 
Mr. [redacted] should note that he may continue to receive residual emails for up to 10 days.  Residual emails are emails already scheduled to be sent in our email delivery queue.  He should feel free to disregard these emails. I hope this information has successfully resolved Mr. [redacted]’s complaint. Should your office or Mr. [redacted] have any questions or need additional information, please feel free to contact me at [email protected]. Sincerely,Tara M[redacted]Sr. IP & Marketing Compliance ManagerClassmates, Inc.

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 credit card without his authorization....


 
Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renew. Below, I have outlined the process and the various places in which Classmates notified Mr. [redacted] of the Automatic Renewal Program.Mr. [redacted] purchased a 1 year auto-renewing paid membership on September 3, 2010 using the email address [redacted]@canada.com. 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 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 credit or debit card would be charged the then-current price 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).
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 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 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 account. This 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, as a result, his membership was renewed for an additional term and his credit card was charged $39.00 on September 3, 2010 and every year thereafter, with the updated account information provided by Visa, 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 policy. However, as a matter of customer courtesy, I have refunded Mr. [redacted]’s last membership fee in the amount of $39.00 on September 7, 2016. Mr. [redacted] should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle. His Classmates membership has now converted to a free basic membership. Per his request, I have also removed all of the elective email subscriptions and after 10 business days, he should only receive those emails that he is required to receive as a member of Classmates. However, if he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember.I hope this information has successfully resolved Mr. [redacted]’s complaint. Should your office or Mr. [redacted] have any questions or need additional information, please feel free to contact me at [email protected]. Sincerely,
 
 
Tara M[redacted]
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

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. Sincerely, [redacted]
Classmates did indeed refund my money and thank you for your followup.  It was greatly appreciated.

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 renew. Below, I have outlined the process and the various places in which Classmates notified Ms. [redacted] of the Automatic Renewal Program.Ms. [redacted] purchased 1 year auto-renewing paid membership on February 16, 2015. 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 $39.00 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 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 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 account. This 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 $39.00 on February 16, 2015 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 3 month automatically renewing membership on August 21, 2012 for $7.50, a 50% discounted 3 month renewing membership purchased on December 10, 2013, and a 50% discounted 3 month membership purchased on October 23, 2014. According to our records, the only communications we have received from Ms. [redacted] was on February 18, 2016 where Classmates replied with directions on how to remove herself from future automatic renewal charges. 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 policy. As such, we are unable to offer her a refund at this time. Ms. [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, 2017.
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]
Sr. IP & 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 renew. Below, 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 April 30, 2012. 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 the then-current full price 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 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 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 account. This 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, as a result, her membership was renewed for an additional term and her credit card was charged $59.00 on April 30, 2014 and every two years thereafter, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. Additionally, on March 21, 2016, Classmates sent Ms. [redacted] an email renewal notification reminder to the email address associated to her account reminding her that her membership would automatically renew on April 30, 2016. A copy of her membership record is attached for your review.
Per the Classmates Terms of Service, Classmates has a no refund policy. However, after reviewing the recorded telephone calls Ms. [redacted] had with the Classmates Member Care Department on May 9, 2016, it’s clear that there was some confusion regarding duplicate accounts Ms. [redacted] had on the Classmates website. As a matter of customer courtesy, I have authorized a refund to Ms. [redacted] in the amount of $59.00 on May 11, 2016. Ms. [redacted] should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Ms. [redacted]’s membership has now converted to a free, basic membership. However, if she would like to cancel this 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. [redacted]'s complaint. 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]
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com