Ancestry.com

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] August 18, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s response to usAgain, we apologize for any inconvenience or frustration that has occurred from this situation When a user posts photographs or other genealogical information to public member trees, other site users have the ability to access or download the content at their discretionIn a sense, these photos are now public informationWhile we do not manage user-submitted content, we will respond to complaints regarding postings that we deem to be illegal, obscene, defamatory, racially or ethnically abusive, violations of copyright law, or are in any other way objectionableIn Ancestry’s Terms and Conditions it states: “For User Provided Content, Ancestry is merely hosting and providing access as well as providing tools to post and share contentWe cannot accept any liability with regard to such material (including with respect to its accuracy).” As stated previously, the action of downloading an image and re-uploading it onto our website is not a violation of our Terms and ConditionsIf this situation has impacted Mr [redacted] ’s experience to the point where the product no longer works for him, we would be willing to provide him with a full refund for his current membershipIf he chooses to continue with Ancestry, it will be with the understanding that he will be utilizing the website on an ‘as-is’ basis, and that his feedback and suggestions may not be prioritized for implementation 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

April 7, 2015RE: [redacted] – Case: [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 response. At 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 situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be chargedbased 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 & Conditions. Additionally, 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] priorto the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. [redacted] ’s son indicating his desire to cancel. Unfortunately, PayPal will not accept refunds of transactions that occurred over 60 days with Ancestry.com. With that in hand, we are unable to process any further refunds. However, as we can understand the frustration this may have caused, our accounting department has made a large exception and is attempting to provide Mr. [redacted] with an additional refund in the amount of $ [redacted] for the remaining billings. Please not that it can take between 7-10 days for the refund to post back to your PayPal account. If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted] . [redacted] Executive Response TeamAncestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com October 7, RE: [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 seriouslyWe sincerely regret any frustration that Ms [redacted] has experienced in this situation We bill our members according to the agreement made when a membership is initiatedMonthly subscription purchases are final, and not eligible for a refundBefore purchase, one must indicate that they have read and accepted our Terms and ConditionsThis agreement states “Monthly subscriptions may be cancelled at any time but you will not receive a refund.” To review this portion of our Terms and Conditions, please visit the following URL: http://www.ancestry.com/cs/legal/termsandconditions Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a full refund to Ms [redacted] in the amount of $ [redacted] for the billing in questionDepending upon the payment method she used for this membership, it may take up to 3-days for this credit to become accessible within her financial institutionThe cancellation number for this is:***-***- [redacted] The access to the databases associated with this membership has been terminated effective immediately and Ms [redacted] will have no future billing from AncestryBecause 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 ###-###-#### Allison Executive Response Team Ancestry

Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] April 26, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We have contacted Mr [redacted] regarding his complaint and we believe the issue has been resolvedIf Mr [redacted] has further concerns, we ask that he contact us 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 1-800-262- Sincerely, Kate Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com January 4, RE: [redacted] * [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We regret any frustration Ms [redacted] has experienced due to this issueWe offer many discounts to our customers around the holidays, the discount offer she received was intended to be for 50% off of our U.SDeluxe subscriptionAs there was some confusion about the offer, we are happy to provide Ms [redacted] ’s with the discount of 50% off for the World Deluxe or All Access subscription she wished to purchase Since we are not able to take credit card information via email, we have left a note in her account so that any agent that answers the phone will be able to see that she has been approved for this discountIf she would please give us a call back at ###-###-#### we will be happy to assist her with her purchaseWe regret any frustration she experienced in this situation and appreciate her patience in this matter If 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

Title: Allison, Executive Office Response Team Contact Phone: [redacted] Contact Email: [redacted] @ancestry.com September 1, RE: Ashley [redacted] J [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding MsJ [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 MsJ [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 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 MsJ [redacted] indicating her desire to cancel On August 23, we attempted to auto renew and bill $to MsJ [redacted] ’s credit card that ends in ***In the process of doing so our billing system electronically contacted MsJ [redacted] ’s financial institution and requested an Account Update for her accountAs MsJ [redacted] ’s financial institution provides that service, they supplied us with the updated billing details At this time, the account has been canceled as of September 1, so there will be no further renewals or chargesWe have also issued a full refund to MsJ [redacted] in the amount of $The confirmation number for this refund is: [redacted] If MsJ [redacted] has further questions regarding the Automatic Billing Updater her financial institution is a part of, we encourage her to contact them If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted] Sincerely, Allison Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com March 23, RE: [redacted] -- [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 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, by sending an email to [redacted] @ancestry.com or by contacting us at our toll free number ###-###-#### 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 Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a refund in the amount of $for the billing that occurred on March 10, 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-business 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 AncestryBecause 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 ###-###-#### Sincerely, Allison Executive Response Team Ancestry

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] October 17, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you again for forwarding Ms***’s response to usWe have carefully reviewed the request and have the following response Our goal is to provide a consistently reliable product and an exemplary level of customer serviceBased on the events Ms [redacted] has described, we did not meet this goalHer comments regarding her recent experience will be used for coaching and training our employees We wish to inform Ms [redacted] that the issues she has identified with the hint system are currently a part of how the hint system functions, and not an errorThe hint algorithm attempts to assign any relevant documentation, which may in some cases result in duplicate hints or hints associated with a different personThis is to help account for errors in transcription or indexingWe appreciate Ms***’s feedback and suggestions concerning the hint systemHer feedback is being shared internally as she has requested for further review and consideration 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 Ms***’s patience and understanding with Ancestry and regret that this experience has impacted her work on her genealogy As a courtesy to Ms***, we have extended her US Discovery membership by an additional three months (a value of $59.97) free of chargeThe confirmation number associated with this complimentary membership is [redacted] , and it will automatically expire on July 20th, Again, we apologize for the frustrations that Ms [redacted] has encountered with our siteIf 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, Dallas 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 Sincerely, [redacted] I have contacted Ancestry but, no resolution upcoming

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] April 12, 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 We sincerely regret the frustration Ms [redacted] has experienced as a result of our extending the wait times for DNA kit processingAt 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 In light of the difficulty and frustration Ms [redacted] has experienced as a result of this delay, we would like to offer her a complimentary three month extension to her current membership (a value of $104.97) A membership also provides additional benefits to the DNA results such as Shared Ancestor Hints, DNA Circles, and New Ancestor DiscoveriesIf Ms [redacted] would like to read more about these added benefits, we have provided a link to the following article: AncestryDNA and Subscriptions Our processing time for DNA kits has been extended due to the high volume of kits we've receivedWe are working to reduce wait times, and are happy to announce that we recently opened an additional lab to expand our capacity to process and analyze DNA samplesWe are also happy to confirm that Ms***’s DNA sample is in tact at our lab and in processing While waiting for her kit to process, we invite Ms [redacted] to explore Ancestry with this complimentary subscriptionTo redeem this offer, please email our Executive Office directly at [email protected] We will notify Ms [redacted] by email once the testing begins, and she may check the status of her DNA test at any time by logging into her account and selecting "DNA" in the top left corner If Ms [redacted] feels this delay in our lab processing is impacting her experience to the point where the product no longer works for her, we would be willing to provide her with a full refund of her test in the amount of $In order to redeem this offer, however, we ask that she first delete her test from the website If Ms [redacted] would like to pursue this refund, we ask that she email us at [email protected] once the test has been deletedShe may delete the DNA results by first logging into her Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the pageOn this page, there an area on the right-hand side with a button labeled Delete Test ResultsShe may then simply click on this button and enter her Ancestry password to confirm the deletion of her test 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: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] April 12, 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 sincerely regret the frustration Ms [redacted] has experienced as a result of our extending the wait times for DNA kit processingAt 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 We regret the confusion with Ms [redacted] ’s replacement DNA testThe automated email that is sent when a test that has already been activated online is filed for replacement is the same email that is sent when a test is not able to be processed at our lab and a new test is requiredWe apologize for any confusion caused by this situation In light of the difficulty and frustration Ms [redacted] has experienced as a result of this delay, we would like to offer her a complimentary three month extension to her current membership (a value of $104.97) A membership also provides additional benefits to the DNA results such as Shared Ancestor Hints, DNA Circles, and New Ancestor DiscoveriesIf Ms [redacted] would like to read more about these added benefits, we have provided a link to the following article: AncestryDNA and Subscriptions Our processing time for DNA kits has been extended due to the high volume of kits we've receivedWe are working to reduce wait times, and are happy to announce that we recently opened an additional lab to expand our capacity to process and analyze DNA samples While waiting for her kit to process, we invite Ms [redacted] to explore Ancestry with this complimentary subscriptionTo redeem this offer, please email our Executive Office directly at [email protected] We will notify Ms [redacted] by email once the testing begins, and she may check the status of her DNA test at any time by logging into her account and selecting "DNA" in the top left corner If Ms [redacted] feels this delay in our lab processing is impacting her experience to the point where the product no longer works for her, we would be willing to provide her with a full refund of her test in the amount of $In order to redeem this offer, however, we ask that she first delete her test from the website If Ms [redacted] would like to pursue this refund, we ask that she email us at [email protected] once the test has been deletedShe may delete the DNA results by first logging into her Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the pageOn this page, there an area on the right-hand side with a button labeled Delete Test ResultsShe may then simply click on this button and enter her Ancestry password to confirm the deletion of her test 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

Complaint: [redacted] I am rejecting this response because:please send refund its been to long .you advertised wait time expired long ago Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me This is the same information that was in their original announcement with two additions They are exploring relationships with other genealogy software companies for something to take the place of Family Tree Maker when they no longer support it I give up Sincerely, [redacted]

Our records indicate that we received a voice message from the customer after hours on August 23rd requesting a refund We issued a full refund of $the next morning August 24th and sent and email confirming the action to the email on file which is [redacted] The customer's email included in this complaint is different [redacted] which could explain the confusion Gordon A [redacted] Senior DirectorFold

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] ***I would like to thank this process for helping meI did not try to get a refund after the November post to my credit card because there was no way to make a response that I could findI did not realized that Ancestry.com had made an additional day trial for Newspapers, and feel they failed in true diligence to make that a separate charge would be madeI am grateful they were able to understand and refund meI do find it still slightly unusual that their comment is signed "Morgan"- just a first name, but again thank you to BB for this opportunity[redacted] ***

Complaint: [redacted] I am rejecting this response because: they have said it's due to settings in Web browserIf they read my complaint they would have seen this has happened with devices at home and at workTotally separate devices and totally different Internet providersAlso I have used Chrome and ExplorerI have also had my modem replaced by my cable provider Sincerely, [redacted] ***

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] August 18, 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 a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that have occurred from this situationWe been experiencing high wait times due to the larger than expected response we’ve had to our AncestryDNA Summer Promotion Our records indicate that Ms [redacted] ’s DNA test is currently at our lab but it is not activatedUnfortunately, we are unable to process DNA results for a test that has not been activatedIf she still have the 15-digit alphanumeric activation code included in the kit, she may go online to activate the DNA testOnce the test is activated, we will be able to begin processing the sample For your convenience, we have included step-by-step instructions on how to activate a DNA test in the following link: Activating a DNA Test If Ms [redacted] no longer has her alphanumeric activation code, we will need to send her a replacement DNA test at no costIn order to redeem this free test, we ask that she 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 1-800-262- Sincerely, Drew Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 5, RE: [redacted] and [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 Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Mr [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 7-days for this credit to post to her account 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 meThe company did follow up with me days ago to resolve the situation, I just didn't have time to come in and retract this complaint Sincerely, [redacted]

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com March 1, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr***’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We regret any frustration this issue may have caused Mr***When cancelling a subscription online, customers will often be given a special offer if they will continue their subscriptionThe offer of three months for the price of one is one of the save offers we routinely useFor some reason, there is no indication on Mr***’s account that he took advantage of this save offer or cancelled his subscription, so the monthly subscription renewed on 3/1/ Because we are committed to providing superior customer service, we have processed a refund for Mr [redacted] in the amount of $***The confirmation number for this transaction is***-***- [redacted] Depending on the payment method he used for this membership, please note that it may take up to 3-days for this credit to post to his account Because we want Mr [redacted] to have success with his family research, he have added a complimentary month World Deluxe subscription to his accountThis subscription will run from 3/1/through 6/1/The confirmation number for this transaction is: [redacted] Because we have added this subscription without any payment information it will automatically cancel on the last day of the subscriptionIf Mr [redacted] would like to continue with a subscription to Ancestry at that point he will need to give us a call or re-subscribe online If 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