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 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.   According to our records, Mr. [redacted] has two accounts on the Classmates website using two different email addresses. One of the memberships was a paid membership and the other was a free account.   Registration Number [redacted]: This membership was created on January 4, 2013, using the email address by[redacted]@verizon.net. This membership has always been a free account. A Member Care Representative removed this duplicate membership per Mr. [redacted]’s request on March 30, 2017.   Registration Number [redacted]:  This membership was created on February 9, 2011, with the email address [redacted]@yahoo.com. Mr. [redacted] purchased a 2-month automatic renewing membership on this account on March 30, 2011.   When Mr. [redacted] purchased his initial 2-year auto-renewing paid membership, he was specifically notified on the payment information page of the paid membership purchase process, prior to completing his purchase, that his membership fees were non-refundable and that his membership would automatically renew for the same term each time it reached its expiration date unless he chose to cancel, that his credit or debit card would be charged $59.00 for each renewal, and that he could visit the “Account” portion of the website to change his renewal settings 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 at the time Mr. [redacted] made his initial purchase stated: "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 paid account, [redacted]@yahoo.com. 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 March 30, 2013 and every two years thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase. On February 18, 2017 Classmates emailed Mr. [redacted] at [redacted]@yahoo.com to remind him that his membership would automatically renew in March 2017. A copy of Mr. [redacted]’s membership record is attached for your review.   On March 30, 2017 Mr. [redacted] contacted the Classmates Member Care Department via phone. The Member Care Representative explained the automatic renewal program and the Classmates no refund policy. At that time, Mr. [redacted] requested the removal of both his free and paid memberships and acknowledged that removal of his paid membership would result in the forfeiture of his paid membership fees. Per his request, both of Mr. [redacted]’s memberships were deleted from the Classmates website. A copy of Mr. [redacted]’s membership record is attached for your review.   This information should successfully resolve Mr. [redacted]'s complaint.   Sincerely,   Tara M[redacted] Sr. IP & Marketing Compliance Manager www.classmates.com

Complaint: [redacted]
I am rejecting this response because:The link Ms M[redacted], points to at the end of the email, is inaccessible to me as the 'forgotten password' still does not work. Also, Ms M[redacted], acknowledges I tried to contact Classmates to resolve this issue on July 3rd.  They obviously were able to gather the information about my account, but refused to contact me further. While I appreciate the prorate, I do believe it should be prorated to when I first contacted them. As that was when I was trying to initially resolve the matter, and if that had happened then, I would have been very happy.As the link does not work, I can not ascertain that my account as been put to the free status, nor can I log on to delete myself completely from the account, which I desire greatly to do. Therefore, despite her assertions that it is ‘easy’ to cancel, Classmates is exceedingly difficult to leave.Indeed, Classmates settled on two lawsuits regarding their predatory practices. I remember canceling the service after one year, which is why I did not keep my information. I'd done this with more reputable online services without issue. It is my fault for not catching the reoccurring charge, but last year, I saw it. Realizing I couldn't get on the site, I froze my card in the hope Classmates would contact me with a friendly reminder as Ancestry does when the card is out of date. Indeed, reputable online services, send out renewal emails, before automatic renewal. I found out freezing a credit card lets re-occurring charges go through. I spent a frustrating half hour trying to get their site to respond and contacting them.  (At the time, I did not realize the phone number was on the charge.)I answered Classmates questions in the email, which Ms M[redacted] acknowledges receiving, however I heard nothing more from them.  I opened a case with my credit card at the credit card agents suggestion. Later, they told me Classmates contacted them, but with insufficient information to reopen the charge. I learned I would have to put a freeze each year to stop them from charging me. Indeed, I just wanted them to contact me, and I did this, but then set about to open up a case with the Revdex.com.  While I had enjoyed the yearbooks at Classmates, I  I want nothing more to do with them.Twice, Classmates settled in two cases for deceptive practices, and this is my first problem with multiple reoccurring online services. I have cancelled and later renewed service with multiple online services and never had an issue like this occur. I had believed I had cancelled with them.Again, I want nothing more to do with the site, and I want to be removed from their databases.
Sincerely,
* [redacted]

Complaint number: [redacted]
Consumer name: [redacted]
We are in receipt of the Revdex.com Complaint filed by Ms. [redacted] regarding 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 29, 20095 using the email address under registration number [redacted]. On May 4, 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 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 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 25, 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 May 4, 2016, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.
Additionally, Ms. [redacted]’s membership record indicates she has purchased a previous 3-month automatically renewing membership with Classmates which she manually placed in a manual renewing state. A copy of Ms. [redacted]’s membership record is attached for your review.
As noted above, Ms. [redacted] is aware from her previous paid membership of Classmates’ automatic renewal policy and no refund policy. As such, we are unable to offer her a refund at this time. A Member Care Representative changed Ms. [redacted]’s membership to manual renewal on her behalf and, unless she takes proactive steps to change her membership status, her paid membership benefits will lapse on May 4, 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

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, 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 3 month auto-renewing membership on March 5, 2016. 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 $15.00 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 three month 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]’ 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 $15.00 on June 5, 2016 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 provided a refund in the amount of $15.00 on June 7, 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. Her Classmates account has reverted 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 website: https://secure.classmates.com/auth/removemember.
This information should successfully resolve Ms. [redacted]’ complaint. If your office or Ms. [redacted] has 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]

Complaint #: [redacted] Consumer: [redacted]   We are in receipt of the complaint filed by Ms. [redacted] regarding her claim that Classmates automatically renewed her membership and charged her [redacted] account without her permission.   Classmates provides clear disclosures within...

the paid membership process that fee-based memberships will automatically 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 June 26, 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 fees were non-refundable, that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her [redacted] account would be charged the then-current full price for each renewal, and that she could visit the “Account” portion of the website to change her renewal settings at any 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 representative standard 2-year membership purchase page is attached for your review.   The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid 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, 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 May 17, 2017 to the email address associated to her account reminding her that her membership would automatically renew on June 26, 2017. According to our records, Ms. [redacted] did not opt out of the automatic renewal program and, as a result, her membership was renewed for an additional term and her [redacted] account was charged $72.00 (plus applicable taxes) on June 26, 2017, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.   Ms. [redacted] subsequently contacted the Classmates Member Care Department via email on June 27, 2017 where she was advised of the renewal program and no refund policy. Through subsequent email communications, Ms. [redacted] updated her email address associated with her account and on July 19, 2017 she accepted an offer for a discounted 2-year manually renewing membership. Her current paid membership term will expire on June 19, 2019 and no further membership fees will be charged to her [redacted] account unless she takes proactive steps to renew or extend her membership. A copy of Ms. [redacted]’s membership record is attached for your review.   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 www.classmates.com

Complaint: [redacted]
I am rejecting this response because:The business's claim to have notified me is overstated.  I do not have in my records a notification that I was signed up for automatic renewal and that they had kept my [redacted] information. I did not ever receive any notice about how to change automatic renewal to manual.  The further claim to have notified me in July that my renewal was to expire and would be automatically renewed if I did not take action. I received No email from them.  They do not seem to be clear about what they do and do not do in clear and direct and easily recognized statements.  The one record I do have from them is their response after I received  the recent unauthorized charge to my account, along with a copy of my [redacted] charge from them - all the information I had - and they claimed to have no record of my account, although I presented them a copy of the charge.  They have at best misleading business practices, although I consider them fraudulent.Classmates Member Care <[email protected]> wrote: Classmates Member Care <[email protected]> wrote: Hi [redacted], Thank you for contacting Member Care. We are unable to locate a paid Classmates.com membership under your email address. To help us in our research, please fill out the information below:  Email address you used to register with Classmates.com (or a list of possible email addresses)Your current first and last name (and maiden name if applicable)The school, city, and state associated with your registrationYour graduation yearPayment amount and date of the chargeZip/postal code associated with your billing addressLast four digits of credit card used Hi [redacted],  Thank you for contacting Member Care.  We are unable to locate a paid Classmates.com membership under your email address. To help us in our research, please fill out the information below:  Email address you used to register with Classmates.com (or a list of possible email addresses)Your current first and last name (and maiden name if applicable)The school, city, and state associated with your registrationYour graduation yearPayment amount and date of the chargeZip/postal code associated with your billing addressLast four digits of credit card used   
Sincerely,
[redacted]

Complaint number: [redacted] Consumer name: [redacted] We are in receipt of the consumer complaint filed by Mr. [redacted]’s in connection with his claim that Classmates automatically renewed his membership and charged his credit card without his permission.   Classmates provides clear...

disclosures within the paid membership process that fee-based memberships will automatically 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 1, 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, 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 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 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 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]'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 or contact the Classmates Member Care Department prior to his renewal date. As a result, his membership was renewed for an additional term and his credit card was charged $15.00 on May 1, 2016 and every three months thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase.   According to the Classmates Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, I have provided Mr. [redacted] with a refund of his last membership fee in the amount of $15.00 on August 1, 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 has reverted to a free, basic membership.   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]@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 Better Business...

Bureau Complaint filed by Ms. [redacted] regarding her claim that Classmates automatically renewed her membership and charged her credit card without providing her permission or providing her prior notice.   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 January 12, 2014 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 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 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). A representative copy of the 1-year purchase page that Ms. [redacted] would have seen in 2014 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, 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, as a result, her membership was subsequently renewed for an additional term and her credit card was charged $39.00 on January 12, 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 Ms. [redacted] on December 3, 2015, 2016 and 2017. A copy of her membership record is attached for your review.   Per the Terms of Service, Classmates has a no refund policy. However, as a matter of customer courtesy, a customer service agent refunded Ms. [redacted] last membership fee on February 6, 2018 in the amount of $39.00. 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. Ms. [redacted] account is now a free basic Classmates membership. In the event she would like to cancel her free membership and remove herself from the Classmates website, she can use the following link: https://secure.classmates.com/auth/removemember.   This information should resolve Ms. [redacted] complaint.   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 September November 3, 2011. 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 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 so her membership was renewed for an additional term and her credit card was charged $59.00US on November 3, 2013, and every two years 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, we have refunded Ms. [redacted]'s membership in the amount of $59.00US on December 9, 2015. 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 Classmates membership has reverted 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. 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 [email protected]. Sincerely,Tara M[redacted]Sr. IP & Marketing Compliance ManagerClassmates, Inc. www.classmates.com

Complaint: [redacted]
I am rejecting this response because: I am filing a formal complaint against Classmates' practice of charging renewal fees without sending a reminderemail prior. This is commonly done by other companies and is good business practice.
Sincerely,
[redacted]

Complaint number: [redacted]
Consumer name: [redacted]
 
We are in receipt of the Revdex.com Complaint filed by Ms. [redacted] regarding her claim that Classmates, Inc. (“Classmates”) automatically renewed her membership and charged her credit card without her permission....


 
Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically 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 free Classmates account on August 22, 2008.  On August 23, 2008 Ms. [redacted] upgraded her membership and purchased a 2 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 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 August 23, 2010, 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 July 14, 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 August 23, 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, as a matter of customer courtesy, a Classmates Member Care Representative provided Ms. [redacted] with a refund of $59.00 on September 6, 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

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.
And I sincerely do thank their leadership for their assistance resolving this issue.  They cam thru.
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, 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 3 month auto-renewing paid membership on October 19, 2015. On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr. [redacted] was specificallynotified 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 three month 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]'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 credit card was charged US $15.00 (plus $1.29 tax) on January 19, 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 last membership fee in the amount of US $16.29 on January 26, 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. 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.
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]@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]

Complaint: [redacted]I am rejecting this response because: This was done in 2014 when I first cancelled Classmates!  I would still like my money returned. I have not received any emails or correspondence from classmates in a very long time. This fact renders their statement rather moot and condescending.  However, I did receive the $59 charge on my credit card.  Despite what they might be able to show on their end with their computer system, I cannot long onto Classmates. I am told by friends that I am no longer listed under the class of '64. 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 December 5, 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 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 renewal preference 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 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.
 
According to our records, an automatic renewal reminder was sent to Ms. [redacted] on October 26, 2016. Ms. [redacted] did not opt out of the automatic renewal program and, as a result, her membership was subsequently renewed for an additional term and her credit card was charged $39.00 on December 5, 2016 in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.
 
Since Classmates is an online business, our preferable means of communication with our members is through email, which is available 24/7.  Additional links to contact the Member Care Department can be found throughout the Classmates Help section, the Privacy Policy, as well as in the Terms of Service. In addition, our phone number is listed on credit card billing statements and publicly in the phone book, the Revdex.com website, a Google search and on the public whois information for Classmates.com.  Our telephone hours are 8:00 am to 5:00 pm PST. According to our records, Classmates did not receive any prior communication from Ms. [redacted] regarding the status of her membership.
 
In addition to the stated no refund policy, it appears, from reviewing Ms. [redacted]’s membership record that she has used her paid membership benefits as recently as December 5, 2016 to view her profile visits and to send a Classmates Email. Therefore, we are unable to provide any courtesy refunds to Ms. [redacted]. Ms. [redacted]’s membership has been changed to manual renewal and, unless she takes proactive steps to change her membership status, her paid membership benefits will lapse on December 5, 2017 and her membership will then revert to a free, basic Classmates membership. In the event she would like to cancel her membership and remove herself from the Classmates website, she may use the following link to request removal from the website: https://secure.classmates.com/auth/removemember. However, Ms. [redacted] should note that by canceling her membership she will forfeit the remainder of her paid membership fees and benefits.
 
If Ms. [redacted] would like to limit the amount of emails she receives from Classmates she can use the following steps to update her email preferences:
At the top right corner of any Classmates page, click the gear icon and select Account.
Click Email Subscriptions.
Check or uncheck the Subscribe box below any subscription.
Click Save my settings at the bottom of the page.
Alternatively, members can also find a link to update their email preferences at the bottom of each email they receive from Classmates, with the exception of customary emails which Classmates members are required to receive in connection with updates to their account or to announce improvements to the Classmates website.
 
This information should successfully resolve Ms. [redacted]’s complaint.
 
Sincerely,
 
Tara M[redacted]
Sr. IP & Marketing Compliance Manager
Classmates, Inc.
www.classmates.com

Complaint: [redacted]I am rejecting this response because:
Canada.com ceased to exist in 2011 and I have not receive any correspondence since that time.   Given that my mail would have bounced, I would have liked someone to have attempted to call me by telephone.  Be that as it may, I receive marketing emails to my existing address on Gmail telling me that someone has "looked at my profile" and when I click the message, there's a sales piece of sorts urging me to sign up now in order to find out who.  It would be any reasonable person's conclusion that I did not have a membership based on such correspondence.  I don't know why I used my debit card.  Perhaps your company didn't accept American Express, which I always use unless forced otherwise.  I abhor revolving charge schemes such as Free Credit Report and the like, and I avoid them like the plague.  With my education and background, I'm quite surprised at myself for letting this one slip past.  I see now that your charges are annual rather than monthly.  Having gone through a divorce, an estate settlement, and the restoration of an historic property, shame on me for not catching your previous charges.  They weren't exorbitant enough to create suspicion.  This one, however, was sitting alone in a box at the top of my electronic statement under "pending charges" and stuck out like a sore thumb.  I did not accept the resolution because I wanted to take this opportunity to express my concern that your company does not take note when a person's primary contact link goes dead.  I would suggest that in good faith you attempt to make contact using alternative means (which you have in the registration file).  I will accept the resolution when it is resubmitted.Sincerely,[redacted]

Complaint number: [redacted]Consumer name: [redacted] We are in receipt of the Revdex.com Complaint filed by Mr. [redacted] regarding his request that Classmates remove him from its website.  There are two types of Classmates memberships: a free, basic account and a paid...

Classmates+ subscription membership. Free members can remove themselves from the website at any time. Members who are currently in a paid membership term need to request assistance from the Member Care Department to cancel their paid membership and delete their accounts.  Mr. [redacted] purchased a 3-month automatic renewing paid membership on June 21, 2017 and utilized his paid membership benefits shortly thereafter.  Mr. [redacted] emailed the Classmates Member Care Department on two separate occasions, June 21 and June 26, 2017, with “Cancel my membership” in each email’s subject line and did not include any further information within the body of either email. In each instance, we replied with instructions on how to change his automatic renewal status to manual and that if he had further questions to reply directly to the email.  We did not receive any additional responses or direct instructions to remove his membership from the Classmates.com website.  I can remove Mr. [redacted]’s membership; however, removal of his account will result in the forfeiture of the remainder of his paid membership term and no refunds or partial refunds are provided.  If Mr. [redacted] would still like his membership to be removed, he can affirmatively confirm through the Revdex.com website or by emailing me directly at [email protected] and I will remove his account from the Classmates.com website per his request.  Sincerely, Tara M[redacted]Sr. IP & Marketing Compliance Managerwww.classmates.com