Ancestry.com

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 14, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response We as a company have our customers in the bests of interest We apologize for any inconveniences that have occurred from this situation When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number 1-800-262-prior to the renewal date if they do not wish to continue the subscription for the next billing periodAccording to our records, no online cancelation or phone call was ever received indicating Ms [redacted] ’s desire to cancel prior to November 11th, Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Ms [redacted] in the amount of $ The confirmation number for this transaction is [redacted] Depending on the payment method she used for this membership, please note that it may take up to 3-days for this credit to post to her account The access to the databases associated with this membership has been terminated effective immediately and Ms [redacted] will have no future billing from Ancestry Because we want Ms [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew S [redacted] Executive Response Team Ancestry

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 801-262-Contact Email: [email protected] October 10, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms***’s complaint to usWe have carefully reviewed the request and have the following response At Ancestry, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously At Ancestry, we follow a strict set of verification guidelines to help protect the security of our customers and their dataThis includes verifying the information that is on the accountIn cases where the customer is unable to verify the name, billing address, and email address on the account, this may include some basic information about their payment method or the last charge you received from Ancestry We wish to assure Ms [redacted] that we have not flagged her account for fraudulent activityWe appreciate her feedback regarding the account verification processHer feedback is being shared internally as requested for further review and considerationIf Ms [redacted] would like to renew her Ancestry membership, she may select the appropriate subscription type by accessing the following link and pressing “Upgrade”: My Account Options Again, we regret the frustration that Ms [redacted] has encounteredIf you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by either responding to this email or calling us at: 1-800-262-3787, seven days a week, 9AM to 11PM MST Sincerely, Dallas Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: [redacted] Contact Email: [redacted] @ancestry.com July 28, RE: Soyini L [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding MsL***’s response to usWe have carefully reviewed the information and have the following response At Ancestry, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriouslyWe sincerely regret any frustration that MsL [redacted] has experienced in this situation Due to financial laws and Ancestry’s policies we are not able to delete credit card information from our systemThis information will be automatically purged from the system after a certain amount of timeIn the meantime, rest assured we will not bill anything to your credit card, unless you initiate a new transaction Ancestry is in compliance with Payment Card Industry Data Security StandardsThis means that the storage of payment information adheres to requirements related to the storage and transmission of our member’s payment data In the future if you would like to prevent us from receiving and storing your credit card information please consider paying by check If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1- [redacted] Allison Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 4, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] complaint to us We sincerely regret the frustration that he has experienced in this situationWe have performed the DNA test with the most up to date technologyUnfortunately, despite multiple attempts, we were unable to extract enough DNA from the sample he submitted to provide an accurate resultBecause we are committed to providing superior customer service we are willing to make an exception to our DNA refund policy and are issuing a refund in the amount of $for the DNA kit he purchasedPlease note that it can take between 7-business days for these funds to become available within his financial institution depending on their refund policies and proceduresIf you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-800-262- Sincerely, Dallas Executive Response Team Ancestry

Contact Name and Title: Riley, Executive Office Response Team Contact Email: [email protected] December 20, 2016 RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms. [redacted] ’s complaint to us. We have... carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, they are making an investment in their family, and we take this trust very seriously. We apologize for the frustrations that Ms. [redacted] has encountered with Ancestry.com. We want to ensure Ms. [redacted] that we do not limit her access to her account and trees based on the status of her subscription. After reviewing the situation, we were unable to duplicate the problems described with viewing the trees on her account. This leads us to believe there may be settings on her computer which are not currently compatible with our website. We recommend Ms. [redacted] try a different browser such as Chrome, Firefox or Internet Explorer. We also recommend that she clear her cache and cookies and enable JavaScript. For her convenience, we have included step-by-step instructions in the following article from our Support Center: Troubleshooting Problems on Ancestry If Ms. [redacted] is still encountering problems after going through every step in the above article, we recommend she call us at the number below. Again, we apologize for the frustrations that Ms. [redacted] has encountered with our site. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-800-958-9073. Sincerely, Riley Executive Response Team Ancestry.com Tell us why here...

Revdex.com: If they follow through with everything the say they will do than I will be happy Ancestry .com also charged my card about months ago for I believe $ I would also like that money returned too as they told me they would do when I complained verbally, at the time they first removed the money I repeat, they still owe me the money the removed from my account without proper authoritization I will not be a satisfied customer until they return all of the money they took 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]

May 19, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response At Ancestry, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriouslyWe sincerely regret any frustration that Ms [redacted] has experienced in this situation Our records indicate that the AncestryDNA Test was purchased online under Ms [redacted] ’s Ancestry accountAs the test was purchased online under Ms [redacted] ’s account, we unfortunately are unable to tell who placed the order on her account Because we are committed to providing superior customer service, we issued a full refund back to Ms [redacted] ’s account ending in [redacted] on May 15, For Ms [redacted] ’s convenience, we have provided the Acquirer's Reference Number’s (ARN) belowThis number is given to our company by a financial institution when they receive the funds; in Ms [redacted] ’s particular situation, the number is: • [redacted] If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Executive Response Team Ancestry

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 meHowever, I clearly am not the only one improperly charged and I worry about the people who don’t check their billsAncestry needs to correct their processing of payments before there is a suit filedThis screams Class ActionDo right by your possible customers and stop “stealing” money and wasted time from the public! Sincerely, [redacted]

Contact Name and Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 20, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ***’s complaint to usWe have carefully reviewed the request and have the following response As the leader in online family history, we are constantly seeking to evolve and improve our service with a goal of allowing all to locate information to tell their unique family storyAt Ancestry, we strive to serve our customers’ best interests and we regret any inconvenience or frustration that has occurred from this situation We are aware of the situations described and wish to assure Ms [redacted] that her feedback has been receivedWe are always actively listening to and discussing user feedback, such as hers, to determine how best to proceed Please understand that we receive a large volume of feedback and enhancement requests for AncestryWe generally do not state the status of website updates and edits we are aware of and working on, or contact each member which has provided enhancement requests that have been implementedWe appreciate her patience and understanding with the Ancestry experience and regret that it has impacted her experience working on her genealogy As a courtesy to Ms [redacted] ***, we have made an exception to our refund policy, and have issued a refund in the amount of $back to the account that was originally billedThe confirmation number for this transaction is [redacted] Ms [redacted] ***’ access to the databases associated with this membership has been terminated effective immediately, and she will have no future billing from AncestryPlease note that it can take between 3-business days for these funds to become available within her financial institution, depending on their refund policies and procedures We always appreciate any opportunity to assist in discovering, preserving and sharing our member’s family historyIf at any time in the future Ms [redacted] becomes interested in researching or saving her family history, we invite her to feel free to continue to use the free services found on Ancestry even now after her subscription has ended If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Kate Executive Response Team Ancestry

Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 11th, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] 's complaint to us We are committed to providing excellent customer service and sincerely regret any frustration that Ms [redacted] has experienced in this situation We apologize for any miscommunication or error in our previous responseAs Ms [redacted] 's DNA test has been processed and completed by the laboratory, and she has received her DNA results, we wouldn’t normally be able to provide a refundHowever, due to the frustration this issue has caused her, we are willing to make an exception to our policy and process a full refund for the DNA test in the amount of $CAD If Ms [redacted] chooses to keep her DNA results, we’ll continue to send her updates when additional family members take our test and match with her through her DNA, as well as providing any updates to the ethnicity portion of the test when those occurIf Ms [redacted] would like to take advantage of the offered refund, then we would ask that she delete the DNA results in question from her account To delete the results, one would go to their DNA results home page and click on the Settings button to the right of their nameOn the Settings page, there is a button in the right hand column that allows one to enter your password and delete the resultsOnce she has deleted the results, we ask that she please respond to this message and we will be happy proceed with the refund Again, we regret any frustration or confusion this matter may have caused Ms [redacted] We want Ms [redacted] to know that we value her as a member and wish her success in her family history research If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-ANCESTRY (1-800-262-3787) Sincerely, Drew S [redacted] Executive Response Team Ancestry

Complaint: [redacted] I am rejecting this response because: Ancestry.com continues to require "Registration" in order to access DNA resultsTo "Register" one must give credit card informationOf course one does not have to speak with a manager, if one is willing to give credit card info so that a monthly fee my be deducted for a service which was already paid in full and given to me as a giftAncestry has done nothing to correct the problemNothing on the website has changedSo far as I can see the website is only a scam to acquire credit card information so as to cheat the public out of a monthly feeJudging by the deceit with which my complaint has been treated, I have deep misgivings about the accuracy of any so-called DNA results the company sends me Sincerely, [redacted] ***

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] August 10, RE: [redacted] ***- Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’s complaint to usWe have carefully reviewed the request and have the following response As a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that have occurred from this situation Our records indicate that Ms***’s subscription was set up through a third party, such as Apple’s iTunes, Google’s Google Play Store, or AmazonAs we are not the party collecting or charging these funds, we are unfortunately not in a position to cancel these membershipsHowever, our records indicate that Ms [redacted] was able to contact us by phone on July 29, 2017, and received instructions from one of our agents about canceling this subscription through the third party serviceWe are happy to confirm that Ms***’s subscription has been successfully cancelled The access to the databases associated with this membership were terminated effective immediately, and Ms [redacted] will have no future billing Because we want Ms [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] September 22, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr***’s response to usWe apologize for any inconveniences that have occurred from this situation As stated in our previous message, we are sorry to hear that Mr [redacted] has experienced as a result of the DNA results that we have provided to himWe are confident in the results as they are currently listed with our current algorithm As stated in our previous message, we are willing to provide Mr [redacted] with a free subscription and a full refund for his DNA testIn addition, we are willing to allow him to retain access to his results after this refund has occurredIf Mr [redacted] would like to redeem these offers, he may do so by emailing us directly at [email protected] We want Mr [redacted] to know that we value him as a member of Ancestry and wish him well as he continues his journey to discover his family history If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew Executive Response Team Ancestry

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.They have started refund process of charges waiting for them to post to my account Sincerely, Joseph S [redacted]

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-Contact Email: [email protected] September 23, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr***’s complaint to us We have carefully reviewed the request and have the following response We as a company have our customers in the bests of interest We regret the customer service experience Mr [redacted] has described, and wish to inform him that this is not the level of customer service we strive to provideWe have reviewed this situation and will provide appropriate training and coaching We are currently investigating Mr***’s technical issue and currently have an open report filed to address his situationWhile we review this situation, we invite him to email us directly at [email protected] If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-877-283- Sincerely, Dallas Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 10, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to us We have carefully reviewed the request and have the following responseAt Ancestry, we strive to always provide excellent customer service We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously We sincerely regret any frustration that Mr [redacted] has experienced in this situationWe apologize that we have had higher than call volumes for the last week and are doing everything in our power to be available to resolve all customer concerns in a timely manner We offer two methods for customers to cancel their subscriptions They can cancel online through their account page or by contacting us at our toll free number ###-###-#### (between the hours of 7am – 9pm days a week), prior to their renewal date if they do not wish to continue the subscription for the next billing periodIn reviewing our records it appears that Mr [redacted] was able to contact us by phone on 5/8/and cancel his free trial, so he will not receive any billing from Ancestry The confirmation number for this is:***-***- [redacted] Because we want Mr [redacted] to have success with his family research, he will have continued access to the free resources on our site as a registered guestIf you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####Sincerely, Allison Executive Response Team Ancestry Tell us why here

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com January 4, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you again for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response We recognize that that it can be frustrating to find errors in Ancestry’s record collectionsUnderstand that while we receive a large volume of error submissions to our queue, they represent a very small percentage of the total number of records on AncestryDue to the volume of error submissions, fixes to errors on Ancestry are posted firstly in the order of those which affect the greatest number of users, and thereafter in the order in which they are reportedError correction will also depend on current employee resourcesWe generally do not communicate specific timeframes as to if or when corrections to errors will be made Because we value Ms [redacted] as a customer and she was unhappy with the amount of time it was taking for Ancestry to make the correction she was requesting and had requested a refund due to the inconvenience, we cancelled her annual subscription and processed a full refund for her in the amount of $ [redacted] on December 31, The confirmation for this cancellation and refund is: [redacted] Please note that it can take between 3-business days for these funds to become available within her financial institution Again, we apologize for the frustrations that Ms [redacted] has encountered with our siteAs we have refunded her annual subscription in full, we would invite her to re-subscribe to Ancestry and select the type of subscription that works best for her If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-#### Sincerely, Allison Executive Response Team Ancestry.com

April 14, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response At Ancestry, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriouslyWe sincerely regret any frustration that Mr [redacted] has experienced in this situation Per the Terms of service on our website, subscription memberships are on a continuous service basisThis means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number [redacted] prior to the renewal date if they do not wish to continue the subscription for the next billing periodAccording to our records, no online cancelation or phone call was ever received from Mr [redacted] or his son indicating his desire to cancel Because we are committed to providing superior customer service, we have made an exception to our policies and have issued a refund to Mr [redacted] in the amount of $ [redacted] for the April to December billings Unfortunately, we are unable to process any further refunds for Mr [redacted] ’s previous chargesHowever, as we can understand the frustration this may have caused, we would like to provide him with a free year to the World Explorer Plus Membership that has a value of $If Mr [redacted] would like us to accommodate his account with the free subscription, he is welcome to reply to this response, or to email [redacted] @ancestry.com with the request to activate the membershipWe also would be pleased to activate the free time at any time during the year If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 801-705-Contact Email: [email protected] September 13, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to us We sincerely regret the frustration that he has experienced in this situation We happily provide information regarding our DNA testing and the results you can expect to receive to anyone interested in our test before a purchase is made For Mr [redacted] ’s convenience we have provided a link to this information, which is located on our DNA home pagedna.ancestry.com As Mr [redacted] is specifically concerned with the ethnicity portion of our test, he can access the ethnicities we test for by clicking on the link entitled “See all ethnic regions” in the “Uncover your ethnic mix” section in this link We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Mr [redacted] with accurate results Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expectingThe following links can help him understand his results and why he may not have received the results he was expecting Unexpected Ethnicity Results Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives These new relatives may have additional information, a piece of their family story to tell or photos to shareAs Mr [redacted] ’s DNA test was run and completed by the laboratory, we regret to inform him that he is not eligible for a refund If he would like to view the terms and conditions himself, we have provided the following link AncestryDNA Terms and Conditions We also would like to remind Mr [redacted] that his test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done As more people take DNA testing, he may be able to locate matching individuals and will have the ability to share research with other members If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-877-283- Sincerely, Dallas Executive Response Team Ancestry.com

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com January 6, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe sincerely regret the frustration that she has experienced in this situation We regret the confusion that occurred with the processing of Ms [redacted] ’s orderWhen she initially called us to check on the shipping status of her DNA kits on December 20, 2015, a partial refund in the amount of $was processed for herRefunds can take between 7-business days to show up in a customer’s account, so she may not have realized that the refund had been processedWe apologize for the confusion Because we had already processed refunds for her DNA kits, when she called and asked to have the kits re-shipped we made several attempts to re-ship the kits to her, but none of them succeeded because we no longer had funds for the DNA kits Because of the confusion experienced in this matter, we have processed the refunds for the additional amount she has requested, totaling $The confirmation number for this transaction is:***-***- [redacted] Please note that it can take between 7-business days for these funds to become available within your financial institutionWe would also like to provide her with months free access to Ancestry’s World Deluxe subscription (a value of $104.00)We left notes in her Ancestry account that will allow her to set up the free time on her account anytime during the coming yearWe want Ms [redacted] to know that we value her as a member and appreciate her patience in this matter If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-#### Sincerely, Allison Executive Response Team Ancestry.com