Classmates.Com

As indicated in our original response on May 18, 2016, Mr. [redacted] has two separate Classmates accounts, each using a different email address. Since 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. [redacted]’s convenience, I can delete one of these duplicate memberships on his behalf. It appears that registration number [redacted] contains most of Mr. [redacted]’s content, such as his story and most of his historical Classmates Emails. If 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]
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 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] has purchased 4 different paid memberships since 2006 with Classmates.  Her last paid membership was a 1-year auto-renewing membership purchased on December 24, 2014. 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 plus applicable taxes 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] was sent an email reminder on November 14, 2015 that her paid membership would renew in December. 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 (plus applicable taxes) on December 24, 2015 in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase. Shortly after her 2015 renewal, Ms. [redacted] filed a chargeback complaint with her bank, which Classmates accepted on February 10, 2016. Her 2015 membership fee in the amount of $42.12 was returned to her account. Since that date, Ms. [redacted] has been a free basic member of Classmates.   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 3-month automatically renewing membership on October 11, 2006 for $15.00, a 75% discounted 1-year renewing membership purchased on December 26, 2009 for $9.95 and a 50% discounted 3-month membership purchased on May 7, 2014. A copy of Ms. [redacted]’s membership record is attached for your review.   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 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 Mr. [redacted] regarding 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 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 March 14, 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 $48.00 for each renewal and that he could visit the “Account” portion of the website to change his automatic renewal 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 checkout page Mr. [redacted] saw when purchasing his 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 Services. Under this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted). Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscription. If you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by completing the following steps: ·         Classmates - logging onto the Account portion of the Classmates Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual." Please note that completing these steps will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date that you completed these steps.”     Shortly thereafter, Mr. [redacted] would have received a paid subscription confirmation email sent to the email address associated with his account. This 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” link.   According to our records, Mr. [redacted] did not opt out of the automatic renewal program nor contact Classmates prior to his renewal date. As a result, his membership was renewed for an additional term and his credit card was charged $48.00 on March 2017 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 Mr. [redacted] with a pro-rated refund in the amount of $46.95 on March 28, 2017. 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 is now a free, basic membership. 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 has successfully resolved Mr. [redacted]' 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 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 renew. Below, I have outlined the process and the various places in which Classmates notified [redacted] of the Automatic Renewal Program.
 
[redacted] purchased a 1 year auto-renewing paid membership on October 15, 2011. 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 $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. [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, [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 nor contact Classmates prior to her renewal date. Therefore, her membership was renewed for an additional term and her credit card was charged US $39.00 on October 15, 2011 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 policy. However, as a matter of customer courtesy, I have authorized a pro-rated refund to [redacted] on November 2, 2016 in the amount of US $37.08. [redacted] should note this refund on her account within the next 30 to 60 days depending on her financial institution's billing cycle. Per her request, I hae also deleted any financial information associated with her account. 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.
 
This information has successfully resolved [redacted]'s complaint. Should your office or [redacted] have any questions or need additional information, please feel free to contact me at [email protected].
 
Sincerely,
 
[redacted]
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

Complaint: [redacted]
I am rejecting this response because:
  Revdex.com,   Regards inserted message.  I was not able to respond directly to it.   Thank you so much for your quick response.  I did in fact, make several payments before/after attempting to cancel.  However, I'm not complaining about those nor trying to recoup any past payments.  My only concern is the bills that keep popping up every 2-3 months or so.  I have to then challenge those with my financial institution.  Therefore, I find myself monitoring my credit card statements just to make sure I catch these payments.   Far as I know it just required my email address ([redacted]) to login.  I always used my email address and a password.  There was a point at which I could not login, but the bill just kept coming for $15.00.  The last for digits of credit card is [redacted]. All I want to do is resolve this issue.  Thank you very much for your time and assistance
Sincerely,
[redacted]

Complaint number: [redacted] Consumer name: [redacted]   We are in receipt of the Revdex.com Complaint filed by Mr. [redacted] regarding 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 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 June 4, 2011. 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 the then-current full 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). A copy of the 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 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 $59.00 on June 4, 2015 and every 2 years thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. Additionally, Mr. [redacted] received an email renewal notification reminder on April 25, 2017 to the email address associated to his account reminding his that his membership would automatically renew in June 2017. As stated above, per the Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a Classmates Member Care Representative provided Mr. [redacted] a refund in the amount of $59.00 on June 8, 2017 and removed his membership from the Classmates website per his request. Mr. [redacted] should note this refund on his account within the next 30 to 60 days depending on his financial institution's billing cycle and internal refund policies. In the meantime, Mr. [redacted] may continue to see residual emails from Classmates over the course of the next 10 business days. Residual emails are emails that are already scheduled to be delivered in Classmates email delivery system. He should feel free to disregard these emails. 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 www.classmates.com

Complaint: [redacted]
I am rejecting this response because: I never had continued memberships with Classmates and always picked and chosen when to sign up, even their records indicated that there were gaps in subscriptions!  It will be their long term loss because with their position, I'll never again give them a penny!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:they did not switch the membership aggreement when I talk to them. The lady said it was allready switched.
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 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 Ms. [redacted] of the Automatic Renewal Program.
 
Ms. [redacted] purchased 1 year auto-renewing paid membership on June 12, 2015 using the same email address she supplied in her complaint. 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 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 1 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 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. Wendland'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, an automatic renewal reminder was sent to Ms. [redacted] on May 3, 2016. 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 $39.00 on June 12, 2016 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 July 13, 2013.  The representative explained the automatic renewal and no refund policy to Ms. [redacted] and offered her a half price discounted 1 year membership in exchange for the full price renewal fee.  Once Ms. [redacted] accepted this offer, the representative explained that the renewal fee of $39.00 would be refunded to her Visa card and a new charge of $19.50 would be charged for the discounted membership.
 
On July 14, 2016, Ms. [redacted] once again contacted the Member Care Department and was upset that the discounted membership ($19.50) was charged to her Visa before the full price membership ($39.00) was refunded.  As a matter of courtesy, the representative also provided a refund of Ms. [redacted] discounted membership in the amount of $19.50. Since Classmates isn’t able to control financial institution’s internal refund and billing policies once we process a refund on our end, we have no control on when a member will see the processed refund on their banking statements. A copy of Ms. [redacted] member care record is attached for your review.
 
As stated above, both the $39.00 and $19.50 refunds should appear on Ms. [redacted] account within the next 30 to 60 days depending on her financial institution's billing cycle. In the meantime, her Classmates membership has been converted to 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 Classmates 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]
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. I will gladly close the membership upon notice, by my bank, that a refund has been received. Thank you for your assistance in this matter. I will be more attentive to the terms of trial offers in the future. 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 when she believes she had changed her renewal preference to manual...

renewal. First and foremost, we can assure Ms. [redacted] that we do not override the renewal preferences set by our members.
 
Per our records, Ms. [redacted] first became a paid member of our service in June of 2011 and over the years has purchased various term memberships taking advantage of our discounted membership rates.  Ms. [redacted] is familiar with the fact that all memberships are placed in automatic renewal as she has made the appropriate changes to ensure that her account was placed in a manual renewal state many times multiple times. It appears however in this most recent case Ms. [redacted] did not change her status as usual and was automatically billed the regular rate of $15.00.
 
Since Ms. [redacted] has been a long-term member of Classmates.com, we are happy to make an exception to our refund policy and refund her account for the $15.00.  We apologize that our customer service representatives did not satisfactorily resolve Ms. [redacted]’ complaint in a timely manner.
 
We hope that this resolution satisfies Ms. [redacted]’s concerns and that she will continue to enjoy her relationship with our service.
 
Sincerely,
 
 
Tara M[redacted]
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

Case number:  [redacted]
Consumer:  [redacted]
 
We are in receipt of the Revdex.com complaint filed by [redacted]. 
Case number:  [redacted]
Consumer:  [redacted]
 
We did locate an account listed under the email address provided in the...

complaint however, the first and last names do not match.
 
In order for us to confirm the account and respond appropriately, we will need the name that was provided on the membership.
 
Sincerely,  Tara M[redacted]Sr. IP & Marketing Compliance ManagerClassmates, Inc. www.classmates.com

Complaint: [redacted]I am rejecting this response because:
So, Classmates gets to keep my money but cut off the access I’ve been essentially forced to pay for:
 
“However, Ms. [redacted] should note that by canceling her membership she will forfeit the remainder of her paid member benefits.”
 
Please explain to me how this is right?
 
Given the number of complaints about this organization something should be done.
 
[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 renew. Below, 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, 2005 using the email address [redacted] under registration number [redacted]. On April 25, 2015, Ms. [redacted] upgraded her membership and purchased a 1 year auto-renewing paid 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 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 $39.00 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 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 March 16, 2016 to the email address associated to her account reminding her that her membership would automatically renew unless she changed her automatic renewal status. 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 $39.00 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 3 month automatically renewing membership on May 3, 2007, a 1 year special discounted membership on September 24, 2009 and an a 50% discounted 2 year membership purchased on April 11, 2013. 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. A 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, 2017.
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

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 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 1 year auto-renewing paid membership on November 24, 2014.  On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. [redacted] was specifically notified 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 $39.00 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 the one year paid 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, Mr. [redacted] would have received a paid subscription confirmation email sent to the email address associated with his account. This 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” link. On October 15, 2015, Mr. [redacted] was notified via an automatic renewal reminder email that “Pursuant to our Terms of Service, your annual Classmates+ membership will automatically renew unless you cancel before November 24, 2015.  If you want to cancel your subscription, log into your account before the end of your current term, go the Account & Billing section of your account settings and follow the prompts” with hyperlinks to both the Terms of Service and to the Account section on the Classmates website.  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 credit card was charged $39.00 on November 24, 2015, in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.Mr. [redacted] contacted the Classmates Member Care Department on November 24 via telephone and on our onsite chat feature.  During the telephone conference the Member Care Representative changed his automatic renewal status to manual on his behalf and explained the no refund policy as stated in the Classmates Terms of Service. During the chat session a second Classmates Member Care Representative confirmed Mr. McClure’s account had been updated to manual renewal status and reaffirmed the no refund policy, at which point Mr. [redacted] became verbally abusive and disconnected from the chat.As stated in 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] in the amount of $39.00 on December 1, 2015. 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 is now a free, basic membership.  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] complaint. Should 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]Sr. IP & Marketing Compliance ManagerClassmates, Inc. www.classmates.com

Case number:  [redacted]
Consumer:  [redacted]
We are in receipt of the Revdex.com complaint filed by Ms. [redacted].  The only record I am able to find in connection with the email address Ms. [redacted] supplied in her complaint was a free basic membership created on January 13,...

2016.
In order to research this matter further, I will need her to provide me with the following information:
 
-          The email address she used to register on the Classmates website,
-          The registration number that is associated to her Classmates account, and
-          The last four digits of the credit/debit card she claims was used to renew her membership.
 
I look forward to receiving this additional information and addressing Ms. [redacted]’s complaint. In the meantime, should your office or Ms. [redacted] have any questions regarding the information needed to respond to this complaint, please feel free to contact me at [email protected],  Tara M[redacted]Sr. IP & Marketing Compliance ManagerClassmates, Inc. www.classmates.com

In researching Ms. [redacted] complaint we found that the emails that Ms. [redacted] received were reminding her of activity that had taken place in association to her profile. Classmates sends emails to our members that not only notify them of new activity but periodic reminders of activity that has...

accumulated throughout the life of their membership.  All of these types of emails contain words such as “don’t forget” or “reminder” to clearly distinguish themselves from emails that notify members of “new” activity. In Ms. [redacted] case it appears that she received a “Weekly Digest” email providing her with a roll up of activity that had occurred on her membership within the last year. Additionally she received an email acknowledging the expiration of her membership and reminding her of the value of a paid membership with a roll up of the activity that had occurred during the time she was a paid member. We do apologize for the miscommunication provided by some of our Member Care Team in assisting Ms. [redacted] with her concerns. Although per our Terms of Service membership fees are non-refundable, our Member Care Team did provide her with a refund of her fees on October 9, 2015. I hope this information has successfully resolved Ms. [redacted] 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 ManagerClassmates, 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 1 year auto-renewing paid membership on April 4, 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 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 one year 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, Ms. [redacted] would have received a paid subscription confirmation email sent to the email address associated with her account. This 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 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 April 4, 2016 in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.
Additionally, Ms. [redacted]’ 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 3 month automatically renewing membership for $15.00 on October 19, 2005, a discounted 1 year membership purchased on October 23, 2007, and a 1 year membership on April 2, 2009 for $39.00. A copy of her membership record is attached for your review.
According to our records, the only recent communication we have received from Ms. [redacted] was a request to refund her membership fees on April 4, 2016 and a phone conversation on April 7, 2016 in which she requested a complete removal from the Classmates website, acknowledging that removal would then forfeit her remaining membership fees.
As noted above, Ms. [redacted] was 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. However, if Ms. [redacted] would like to take advantage of her remaining paid membership, I can reinstate her Classmates paid account and change her membership to a manually renewing state. Her paid membership benefits will then lapse on April 4, 2017 and her membership will return to a free, basic account.
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

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 November 12, 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 PayPal account 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 PayPal account was charged US $15.00 (plus applicable taxes) on February 12, 2017 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 $15.00 on February 21, 2017. Mr. [redacted] should note this refund within his PayPal 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 www.classmates.com