Classmates.Com

Complaint number: ***
Consumer name: *** ***
We are in receipt of the Revdex.com Complaint filed by Ms*** regarding her claim that she was unable to cancel her Classmates membership
Ms*** purchased year auto-renewing paid membership on
August 21, On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms*** was specifically notified that her membership fees were non-refundable and that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $for each renewal, and that she could visit the “Account” portion of the website to change her status at any timeMs*** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each)
The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted)Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscriptionIf you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”
Shortly thereafter, Ms*** would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms***'s membership registration number, the amount Ms*** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website
The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpageWhen a member clicks on “Account,” they will see an "Account & Billing" section listed on the pageOnce the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link
According to our records, an automatic renewal reminder was sent to Ms*** on July 12, The renewal notice provided instructions on how to cancel her paid membershipA copy of the standard email renewal reminder notice is attached for your reviewMs*** did not opt out of the automatic renewal program and her membership was subsequently renewed for an additional term and her credit card was charged $on August 21, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase
Additional information on how members can cancel their memberships can be found in the “Termination/Cancellation” section located in Section of the Classmates Terms of Service. This section provides instructions and a link to the Classmates Member Care Department for members to cancel their accountInformation on how to cancel memberships can also be found on the Classmates Help page under the FAQ #“How do I cancel my membership”
A review of Ms***’s account indicates that we have not received any previous correspondence from her prior to this complaint and that Ms*** has not initiated any lost password requestsA copy of Ms***’s membership record is attached for your review
I have changed Ms***’s automatic renewal status to manual renewal and, unless she takes proactive steps to change her membership status, her paid membership benefits will lapse on August 21, and her membership will then revert to a free basic Classmates membershipIf she would like to cancel her membership at that time, she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember
In the event she would like to cancel her paid membership and remove herself from the Classmates website now, I can remove her from the website, however, Ms*** should note that canceling her paid membership will result in the forfeiture of the remainder of her membership fees and benefits
I await further instructions from Ms*** either through the Revdex.com Complaint Resolution process or she can email me directly at ***
Sincerely,
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc
www.classmates.com

Complaint number: ***Consumer name: *** ***We are in receipt of the Revdex.com Complaint filed by Ms*** regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without his permission. Classmates
provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms*** of the Automatic Renewal Program.Ms*** purchased a month auto-renewing paid membership on March 22, On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms*** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged the then-current full price for each renewal, and that she could visit the “Account” portion of the website to change that at any time. Ms*** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each)The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term lengthof the subscription you initially purchased (unless otherwise stated in the offer you accepted)Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscriptionIf you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.” Shortly thereafter, Ms*** would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms*** membership registration number, the amount Ms*** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the websiteThe "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpage. When a member clicks on “Account,” they will see an "Account & Billing" section listed on the page. Once the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link. According to our records, Ms*** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $on June 22, and every three months thereafter, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchaseNor does Classmates have any record of Ms*** contacting us requesting a cancellation of her membership prior to her contacting the Revdex.com. According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have refunded Ms*** last membership fee in the amount of $on July 8, Ms*** should note this refund on her account within the next to days depending on her financial institution's billing cycleI have converted her Classmates membership to a free, basic membershipHowever, 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.I hope this information has successfully resolved Ms*** complaintShould your office or Ms*** have any questions or need additional information, please feel free to contact me at [email protected], Tara M***SrIP & Marketing Compliance ManagerClassmates, Incwww.classmates.com

Complaint number: ***
Consumer name: *** ***
We are in receipt of the Revdex.com Complaint filed by Ms*** regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without her permission
Classmates
provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms*** of the Automatic Renewal Program.Ms*** purchased a month auto-renewing membership on July 4, On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms*** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $for each renewal, and that she could visit the “Account” portion of the website to change that at any time. Ms*** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each)The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted)Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscriptionIf you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”
Shortly thereafter, Ms*** would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms*** membership registration number, the amount Ms*** 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*** did not contact us at any time to request cancellation of her paid membership nor did she opt out of the automatic renewal program. Therefore, her membership was renewed for an additional term and her credit card was charged $on October 4, and every three months thereafter, in accordance with the disclosures and the Terms of Service that she agreed to during her purchase
In addition to the instructions provided in the Terms of Service, information on how to cancel paid memberships can be found under “How do I cancel my membership” in the FAQ section of the main Classmates Help pageBy clicking on this link, free and paid Classmates members are provided with information on how to cancel their membership based on their membership type. If members need additional assistance, a hyperlink to contact the Classmates Member Care Department is provided. Once a paid member clicks on the hyperlink they are taken to an email text box with the topic and subject lines pre-selected to “Billing” and “Cancel my membership” along with a free form text field to provide additional information
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 ServiceIn 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:am to 5:pm PSTAccording to our records, Classmates has not received any prior communication from Ms*** regarding the status of her membership
According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have provided a refund to Ms*** in the amount of $on January 12, Ms*** should note this refund on her account within the next to days depending on her financial institution's billing cyclePer her request, I have also removed her membership from the Classmates website and closed her Classmates accountMs*** may still receive residual emails for up to days. Residual emails are emails already scheduled to be delivered in our email system. She should feel free to disregard these emails
This information should successfully resolve Ms*** complaintIf your office or Ms*** have any questions or need additional information, please feel free to contact me at ***@classmates.comSincerely,
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc
www.classmates.com

Complaint: ***
I am rejecting this response because: The classmates.com has been known for sending out bogus emails and as a free member you are alerted someone is trying to communicate with you. It may or may not be a classmate. In this case it turned out to be some unknown person who said she found a NW HS ring in another city and just happened to come across my name in trying to find the owner. I emailed after joining deceptively numerous times and got no replyAs for the date of joining I couldn't recall which card I used nor the date as it had to be the exact date on the Revdex.com website As before I contacted the Revdex.com I googled classmates.com and found nothing but complaints of bogus emails in luring people to join. I almost did not then was offered a good rate for a two year membership. I have only had one contact with one person that may have written me back since joining. It would be a good gesture to prorate a refund and delete my account with pictures, email, and any associates of classmates.com so I am not bothered by spam. In the past classmates had people on their that actually were paid members and communicated. They also had information on yearbooks and class reunion information. This of course has changed over the years and if you don't believe me just do a bit of internet research
Sincerely,
*** ***

Complaint number: ***
Consumer name: *** ***
We are in receipt of the Revdex.com Complaint filed by Ms*** regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without her permission
Classmates
provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms*** of the Automatic Renewal Program.Ms*** purchased a year auto-renewing paid membership on January 25, On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms*** was specifically notified that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $for each renewal and that she could visit the “Account” portion of the website to change her automatic renewal status at any timeMs*** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each)A copy of the checkout page Ms*** saw when purchasing her membership is attached for your reviewThe "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted)Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscriptionIf you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”
Shortly thereafter, Ms*** would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms*** membership registration number, the amount Ms*** 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*** did not opt out of the automatic renewal program and her membership was renewed for an additional term and her credit card was charged $on January 25, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase.According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have authorized a pro-rated refund to Ms*** on February 18, in the amount of $Ms*** should note this refund on her account within the next to days depending on her financial institution's billing cycle. Her Classmates membership is now a free, basic membership. If she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember
I hope this information has successfully resolved Ms*** complaintShould your office or Ms*** have any questions or need additional information, please feel free to contact me at ***@classmates.com
Sincerely,
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc
www.classmates.com

Complaint number: ***
Consumer name: *** ***
We are in receipt of the Revdex.com Complaint filed by Ms*** regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without her permission
Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms*** of the Automatic Renewal Program
Ms*** had two separate Classmates memberships:
Ms*** created a free Classmates account under the name “*** ***” using the email address ***@gmail.com on April 21, 2011. This membership was deleted on July 13, per Ms***’s request during a telephone call with a Classmates Member Care Representative
Ms*** created a second free membership under the name “*** ***” with the email address ***@gmail.com on July 7, 2015. On July 11, 2015, Ms*** upgraded her membership and purchased a year auto-renewing paid membershipOn the payment information page of the paid membership purchase process, prior to completing her purchase, Ms*** was specifically notified that her membership fees were non-refundable and that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $for each renewal and that she could visit the “Account” portion of the website to change her automatic renewal status at any timeMs*** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each)
The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted)Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscriptionIf you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”
Shortly thereafter, Ms*** would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms***'s membership registration number, the amount Ms*** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website
The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpageWhen a member clicks on “Account,” they will see an "Account & Billing" section listed on the pageOnce the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link
According to our records, Ms*** did not opt out of the automatic renewal program nor contact Classmates prior to her renewal dateTherefore, her membership was renewed for an additional term and her credit card was charged $on July 11, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase
According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have authorized a refund to Ms*** on July 14, in the amount of $Ms*** should note this refund on her account within the next to days depending on her financial institution's billing cycleHer Classmates membership is now a free, basic membership and I have removed her from all optional Classmates email subscriptionsIf she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember
This information has successfully resolved Ms***'s complaintShould your office or Ms*** have any questions or need additional information, please feel free to contact me at [email protected]
Sincerely,
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc
www.classmates.com

The cc # ends in ***

Complaint number: ***
Consumer name: *** ***
We are in receipt of the Revdex.com Complaint filed by Ms*** regarding her claim that Classmates, Inc(“Classmates”) provided her a substandard yearbook product and are unwilling to refund Ms***’s purchase
Classmates provides clear disclosures within the yearbook purchase process that all yearbook purchases are provided and are reprints from previously owned yearbooks so handwriting or effects of aging may be present, and pages, images, or other content may be missing or obscured. And that because each yearbook reprint is created specifically at the request of the customer when they submit their order, we do not accept yearbook reprint returns or exchanges
Classmates offers reprints of full yearbooks, not booklets that only contain a certain class. Since the original *** HS Yearbook from included photos of other grades outside of the Senior class so did the book Ms*** receivedAdditionally, all yearbooks are re-printed exactly as they are seen on the website. Therefore, if handwriting is apparent on the website version of the yearbook it will also appear in the reprinted copy
Even though Classmates has a no refund policy, as a matter of customer courtesy, we will provide a refund of her $purchase price once we receive the returned yearbook. For her convenience, we will provide her a return label so she can return the book to the proper address
Classmates acquires yearbooks from several sources, including individuals and companies that collect and resell yearbooksThese yearbook collectors obtain their books from a variety of places (for example, auctions, estate sales,
online sources, etc.)Since yearbooks are received in bulk, individual yearbook information regarding the seller’s originating source isn't availableThe original yearbooks are not available after they have been scanned since it is
necessary to unbind and separate the book during the scanning process
Lastly, over the course of Ms***’s month paid membership she was able to send and receive up to Classmates Emails, viewed the names of over visitors to her profile and visited more than other Classmates members’ profiles
This information should successfully resolve Ms***'s complaintShould your office or Ms*** have any questions or need additional information, please feel free to contact me at ***@classmates.com
Sincerely,
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc
www.classmates.com

We are in receipt of the consumer rebuttal from Ms***. As indicated in our previous response, our records indicate that Ms*** did in fact register and purchase paid memberships under two separate registrations. Registration number *** used the email address ***@aol.com and purchased previous memberships using Mastercard with the last four digits of ***. The second membership, registration number *** (and the subject of this complaint), registered using the email address ***@gmail.com and used a Visa card ending in ***
Additionally, our records don’t indicate that we ever received a telephone call from Ms*** or that one of our Member Care Representatives ever corresponded with her via email. The only communication on record is this complaint
This information should successfully resolve Ms***’s complaint and Classmates now considers this matter closed
Sincerely,
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc

Complaint number: ***
Consumer name: *** ***
We are in receipt of the Revdex.com Complaint filed by Mr*** 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 renewBelow, I have outlined the process and the various places in which Classmates notified Mr*** of the Automatic Renewal Program.Mr*** purchased a 3-month auto-renewing paid membership on December 16, On the payment information page of the paid membership purchase process, prior to completing his purchase, Mr*** 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 US $for each renewal period, and that he could visit the “Account” portion of the website to change that at any time. Mr*** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each)The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted)Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscriptionIf you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”
Shortly thereafter, Mr*** would have received a paid subscription confirmation email sent to the email address associated with his accountThis email contained Mr***'s membership registration number, the amount Mr*** 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*** 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 $on March 16, and every months thereafter in accordance with the disclosures and the Terms of Service that he agreed to during his initial purchase
According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have provided a pro-rated refund to Mr***'s last membership fee in the amount of $on October 28, Mr*** should note this refund on his account within the next to days depending on his financial institution's billing cycleMr***'s Classmates membership has reverted to a free, basic membershipHowever, if he would like to cancel his free membership he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removememberI hope this information has successfully resolved Mr***'s complaintShould your office or Mr*** have any questions or need additional information, please feel free to contact me at [email protected],
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc
www.classmates.com

Complaint: ***
I am rejecting this response because:
It is abundantly clear that this is a standard, template response. if it is as obvious as they indicate, they would not require the creation and use of a template. In addition, I called immediately after discovering the unauthorized charge and they refused to refund the charge. I should not be charged for a service that I do not want and will not use
SincIerely,
*** ***

Complaint number: ***
Consumer name: *** ***
We are in receipt of the Revdex.com Complaint filed by Mr*** regarding his claim that his unable to access his paid membership benefits on the Classmates.com website
According to our records, Mr*** has two accounts on the
Classmates website using two different email addressesOne of the memberships is a paid membership and the other is a free account, however, it was, at one time, also a paid membership
Registration Number ***: This membership was created on December 16, 2010, using the email address ***@gmail.comThis membership is now a free account, but had a paid year membership purchased on December 22, It appears Mr*** last accessed this account on May 17, at 2:pm
Registration Number ***: This membership was created on August 24, 2014, with the email address ***hotmail.comOn May 11, Mr*** purchased a 3-month automatic renewing membership on this accountIt appears that Mr*** last accessed this account on May 17, at 7:pm
I have attached a copy of these two membership records for your review
For Mr***’s convenience, I can delete one of these duplicate memberships on his behalfIt appears that registration number *** contains most of Mr***’s content, such as his story and most of his historical Classmates EmailsIf he would like me to delete his most recent account, registration number ***, I can move his paid membership to the older account
Please let me know how Mr*** would like to proceed
Sincerely,
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc
www.classmates.com

Complaint number: ***
Consumer name: *** ***
We are in receipt of the Revdex.com Complaint filed by Mr*** regarding his claim that Classmates, Inc(“Classmates”) automatically renewed his wife’s membership and charged his credit card without his
permission
Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Mr***’s wife, *** ***, of the Automatic Renewal Program
Ms*** created a free basic Classmates membership on January 6, using the email address ***.***@gmail.comOn August 23, Ms*** upgraded her free account and purchased a year auto-renewing paid membershipOn the payment information page of the paid membership purchase process, prior to completing her purchase, Ms*** 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 renewal fee and that she could visit the “Account” portion of the website to change her automatic renewal status at any timeMs*** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each)
The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted)Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscriptionIf you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”
Shortly thereafter, Ms*** would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms***' membership registration number, the amount Ms*** paid for her paid membership, her renewal date, and a reminder that her paid subscription would renew unless she chose to cancel by visiting the “Account” portion of the website
The "Account" section is accessible from nearly every page of the Classmates website and is located in the top portion of the webpageWhen a member clicks on “Account,” they will see an "Account & Billing" section listed on the pageOnce the member logs into their account, they are presented with information about their paid account, including the length of the term, the expiration date, and their renewal option being listed as “Automatic.” If they wish to switch to manual renewal, they simply have to click on the “Turn off automatic renewal” link
According to our records, Ms*** did not opt out of the automatic renewal program nor contact Classmates prior to her renewal date to request a cancellation of her membershipTherefore, her membership was renewed for an additional term and her credit card was charged $in and every year thereafter in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchase
According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have authorized a refund to the American Express credit card associated with Ms*** account on October 25, in the amount of $Ms*** and Mr*** should note this refund on their account within the next to days depending on American Express’ internal refund policy and billing cycleMs*** Classmates membership is now a free, basic membershipIf she would like to cancel her free membership she can use the following link to remove herself from the website: https://secure.classmates.com/auth/removemember
This information has successfully resolved Mr***'s complaintShould your office or Mr*** have any questions or need additional information, please feel free to contact me at [email protected]
Sincerely,
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc
www.classmates.com

Complaint number: ***
Consumer name: *** ***
We are in receipt of the Revdex.com Complaint filed by Ms*** regarding her claim that Classmates, Inc(“Classmates”) automatically renewed her membership and charged her credit card without her permission
Classmates provides clear disclosures within the paid membership process that fee-based memberships will automatically renewBelow, I have outlined the process and the various places in which Classmates notified Ms*** of the Automatic Renewal Program
Ms*** purchased a year auto-renewing paid membership on June 16, On the payment information page of the paid membership purchase process, prior to completing her purchase, Ms*** was specifically notified that her membership fees were non-refundable and that her membership would automatically renew for the same term each time it reached its expiration date unless she chose to cancel, that her credit or debit card would be charged $for each renewal, and that she could visit the “Account” portion of the website to change that at any time. Ms*** was presented with language on this same page stating that, by clicking the button to purchase, she agreed to the Terms of Service and Privacy Policy (with hyperlinks to each)A copy of the year membership purchase page is attached for your review
The "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted)Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscriptionIf you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”
Shortly thereafter, Ms*** would have received a paid subscription confirmation email sent to the email address associated with her accountThis email contained Ms***’ membership registration number, the amount Ms*** 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*** did not opt out of the automatic renewal program and, as a result, her membership was renewed for an additional term and her credit card was charged $on June 16, 2016, in accordance with the disclosures and the Terms of Service that she agreed to during her initial purchaseAdditionally, there is no record to Ms*** contacting Classmates prior to June 16, either by phone or email
According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have refunded Ms***' membership in the amount of $on June 21, Ms*** should note this refund on her account within the next to days depending on her financial institution’s billing policyMs***’ Classmates membership has reverted to a free, basic membershipHowever, 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***' complaintShould your office or Ms*** have any questions or need additional information, please feel free to contact me at [email protected]
Sincerely,
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc
www.classmates.com

We are in receipt of the Revdex.com Complaint filed by Ms*** regarding her Classmates.com paid membership
Ms*** paid membership automatically renewed on January 10, On February 13, 2016, Ms*** emailed the Classmates Member Care Department and
requested that we cancel her paid membership. The representative provided Ms*** with information regarding how to changer her automatic renewal status to manual. On February 17, a further email to Ms*** from Classmates indicated that we were notified that she had initiated a chargeback with her financial institution and this effectively resulted in her paid membership being canceled and her membership reverting to a free basic membership as outlined in the Terms of Service, which state “If you initiate a chargeback or otherwise reverse a payment made with your Payment Method, we may in our discretion cancel your Paid Services immediatelyIf we successfully dispute the reversal, and the reversed funds are returned to us, you are not entitled to a refund or to have your Paid Services reinstated.”
As part of the chargeback proceeding, her financial institution refunded the membership fees to Ms*** account while it investigated her complaint; however, they withdrew the fees from her account once more when it found in Classmates favor and ruled that the fees were legitimate charges
According to the Classmates Terms of Service, Classmates has a no refund policyHowever, as a matter of customer courtesy, I have authorized a refund check to be sent to the address Ms*** supplied in her complaint in the amount of $Ms*** should receive this check within the next three weeksHer Classmates membership has subsequently reverted to a free, basic membership. If she would like to cancel this 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*** complaintShould your office or Ms*** have any questions or need additional information, please feel free to contact me at [email protected]
Sincerely,
Tara M***
SrIP & Marketing Compliance Manager
Legal Department

Complaint: ***I am rejecting this response because: WellI don't know if you could call it a rejection I appreciate the research Tara has done And don't reject her findings.There are just two members of our household - my wife and I And we both use the same credit card, which once was a "***".The other *** with a different credit card number she's found, (ours now ends in "3034"), is probably us And we have no idea how Classmates got hold of it.However, the fact remains that the charges in question were made without our knowledge and consent And we would like them reversed. Sincerely,*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Complaint: ***
I am rejecting this response because:it is not clearly stated on their web sight as they suggestI also did not get notification on atomatic renewal.they said it was sent by email but I did not open the web sight the time it was sent by themIlook in the trash to find it with no successI think if someone is not satisfied wit your product you should return thier money!
Sincerely,
*** ***

Complaint number: ***
Consumer name: *** ***
We are in receipt of the Revdex.com Complaint filed by Mr*** 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 renewBelow, I have outlined the process and the various places in which Classmates notified Mr*** of the Automatic Renewal Program.Mr*** has had two paid memberships on the Classmates website under two separate accounts. Mr*** created his first account on August 15, under registration number ***, on the same day he purchased a year automatically renewing membership for $59.00. Mr*** placed this membership in a manual state and the paid membership lapsed on August 15, 2010. Mr*** subsequently closed this account on February 23,
On January 8, Mr*** created a second Classmates account under registration number ***On January 29, Mr*** purchased a second year paid automatically renewing membershipOn the payment information page of the paid membership purchase process, prior to completing his purchase, Mr*** 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 $for each renewal, and that he could visit the “Account” portion of the website to change that at any time. Mr*** was presented with language on this same page stating that, by clicking the button to purchase, he agreed to the Terms of Service and Privacy Policy (with hyperlinks to each)A copy of Mr***’s membership records and the checkout process Mr*** completed on January 8, is attached for your reviewThe "Automatic Renewal Program" section located under the "Paid Services" portion of the Terms of Service states: "Upon your acceptance of an offer for the purchase of any subscription-based Paid Services, you will be enrolled in our automatic renewal program to help ensure that there is no interruption in your access to such Paid ServicesUnder this program, you authorize us to automatically renew your subscription at the end of the term of the subscription you purchased, and each subsequent term, for the same term length of the subscription you initially purchased (unless otherwise stated in the offer you accepted)Unless you change your renewal status as described below, at the time of each such renewal you authorize us to charge your designated Payment Method at the then-current, non-promotional price (unless otherwise stated in the offer you accepted) for the renewal of your subscriptionIf you no longer want to be enrolled in our automatic renewal program, you can change your renewal status at any time by logging onto the Account portion of the Website, clicking on "Account & Billing" and changing your renewal option from "automatic" to "manual"Please note that changing your renewal option in this way will only stop future automatic renewals of your subscription and will not impact any automatic renewals that occurred prior to the date of your status change.”
Shortly thereafter, Mr*** would have received a paid subscription confirmation email sent to the email address associated with his accountThis email contained Mr***'s membership registration number, the amount Mr*** 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 December 20, 2015, days prior to his membership renewal date, Classmates emailed Mr*** to remind him that his membership would renew. According to our records, Mr*** did not opt out of the automatic renewal program and his membership was renewed for an additional term and his credit card was charged the standard, full price year membership fee of $on January 29, 2016, with the updated account information provided by his credit card company, per the Terms of Service that he agreed to during his initial purchase
Mr*** initially contacted the Classmates Member Care Department on February 6, 2016. A Member Care Representative responded that he had placed Mr***’s account in a manual renewal status and with information regarding the Automatic Renewal Program and No Refund policy. Mr*** responded that he would like his account terminated.
Mr***’s account is still listed as active; however, if he would still like to cancel his membership, he can use the following link to remove himself from the website: https://secure.classmates.com/auth/removemember Mr*** should note, however, that per Section of the Classmates Terms of Service: “If you have purchased Paid Services from us, any termination by you, or by us with cause, is subject to the no-refund policy described in Section 2.D above.” Otherwise, Mr***’s paid membership benefits are set to expire on January 29, and his account will then revert to a free basic membership at that time
This information should resolve Mr***’s complaintShould your office or Mr*** have any questions or need additional information, please feel free to contact me at ***@classmates.com
Sincerely,
Tara M***
SrIP & Marketing Compliance Manager
Classmates, Inc
www.classmates.com

Complaint number: *** Consumer name: *** *** We are in receipt of the Revdex.com Complaint filed by Ms*** regarding her claim that Classmates.com falsely misled her regarding the nature of our website Classmates is an online alumni directory website
Users register on the website under their personal name, the name of the school they attended and for the years in which they attended their schoolAdditional personal information, such as photos, biographies and other profile content are at the discretion of the user to provide and share There are two types of Classmates memberships: a free, basic account and a paid Classmates+ subscription membershipFree members are allowed to view members of their school, their specific class list, reunion information and other members’ profiles as well as yearbooksA Classmates+ membership provides additional benefits that a free member will not be able to access, such as viewing who has visited their profile and the ability to send and receive Classmates Email that any member, even if they are not a paid member, can review and respond to According to our records, Ms*** created her registration and purchased a 3-month membership on the Classmates website on August 10, On August 21, 2017, a Classmates Member Care Representative responded to Ms***’s email request for a cancellation and refund of her paid membership, notifying her of the no-refund policy as outlined in Terms of Service which she agreed to upon purchasing her paid membershipAfter additional correspondence, a Member Care Representative made an exception to the no refund policy and provided a full refund in the amount of $on August 23, Ms*** should note this refund on her PayPal account within the next to days depending on PayPal’s internal refund policy The representative also deleted Ms***’s Classmates membership per her requestWhile Ms*** no longer appears on the Classmates website, she may continue to receive residual emails from Classmates over the next business daysResidual emails are emails that are already scheduled to be delivered in our email delivery systemShe should feel free to disregard these emailsThis information should successfully resolve Ms***'s complaintShould your office or Ms*** have any questions or need additional information, please feel free to contact me at ***@classmates.com Sincerely, Tara M*** www.classmates.com