Ancestry.com

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com September 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 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 were able to locate an account for Ms [redacted] that was billing through Paypal, and have cancelled her subscription so that she will receive no further billing on this account Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue a full refund to Ms [redacted] in the amount of $for the billing in questionIt may take up to 7-days for this credit to become accessible within her financial institutionThe cancellation number for this is:***-***- [redacted] Because we did not receive any communication from Ms [redacted] asking us to cancel her subscription before it billed on 9/11/2015, we billed according to our membership agreement and are not responsible for any overdraft fees charged by her bank due to insufficient fundsThus, we regret that we are not able to reimburse her for these amounts 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] While I do not find to receive free month membership satisfactory; the resolution of returning the amount of $is satisfactory to me I will complete the steps of deactivating the kit, and follow the steps stated in the businesses response With sincere gratitude [redacted]

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 13, 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 personally been in contact with Mr [redacted] regarding his concerns, and were able to resolve the situation 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, Morgan Executive Response Team Ancestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] January 20, 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 Upon review of the situation, we found that Ms [redacted] was receiving charges on three separate Ancestry accountsBecause we are committed to providing superior customer service, have made an exception to our refund policy and issued a refund to Ms [redacted] in the amount of $for the past six months 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 days for this credit to post to her account We are happy to provide Ms [redacted] a link to our Terms and Conditions, which includes our refund policyWe have provided this in the link below: Ancestry Terms and Conditions The access to the databases associated with these duplicate memberships have been cancelled effective immediatelyWe apologize for any inconvenience that this situation has caused and wish Ms [redacted] continued success in her research If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- 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] July 13, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s response to us At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard When signing up for a membership on Archives.com, users are required to confirm that they have viewed and accepted Archives.com Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew Ms [redacted] ’s subscription to Archives.com has been cancelled effective July 13, As a courtesy to Ms [redacted] , we have made an exception to our policy and have issued an additional refund in the amount of $ Please 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 If you have any questions regarding this or any other matters pertaining to Ancestry, or Archives.com, please do not hesitate to contact us at 1-800-262- Sincerely, Drew S [redacted] Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-Contact Email: [email protected] October 17, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’ complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We have personally contacted Ms [redacted] regarding her concerns, and are taking steps to resolve the situation 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

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com December 15, RE: [redacted] -- [redacted] To Whom It May Concern, Thank for forwarding Mr [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response At Ancestry.com, 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 Over a year ago, based on extensive research into our members’ wants and needs, we set out to build a better website that reinvents the way Ancestry helps you discover and tell your family storyOn December 15, we completed the final transition worldwide to the new Ancestry site Since introducing the new site to the community earlier this year, we’ve received thousands of comments and suggestions that have helped us shape and evolve the site, providing critical fixes, improvements and enhancementsAs of now, more than million people globally are on the new Ancestry In 2016, we’ll continue our efforts to deliver key feature improvements that you have requested – specifically for search, hints, and mobile experiences: • We will continue to hone the quality of our search results and hints to make finding people and records on Ancestry smarter, more accurate and more relevant • We will give you more control over how you curate, display and share your ancestors’ stories, with additional ways to customize the presentation and content in LifeStory, as well as new powerful media tools • And finally, we will provide increased functionality and capabilities that will give you a great Ancestry experience whether you use the Ancestry site on your desktop, phone or tablet We realize that change is never easy, and that it takes time to adjust to a new experienceWe understand transitioning to a new site may be an unwelcome change but we encourage her to explore our helpful (and free) webinars that offer a deeper dive in to the New Ancestry including tips that might improve her experience and opinion of itTune in to Anne [redacted] M [redacted] here: https://www.ancestry.com/academy/course/updated-ancestry or Crista C [redacted] here: http://ancstry.me/1cYQyqV Because we are committed to providing superior customer service, we have made an exception to our refund policy and have issued a refund to Ms [redacted] in the amount of $ for the unused portion of her subscriptionThe confirmation number for this transaction is:***-***- [redacted] Because we want Ms [redacted] to have success with her family research, we are willing to provide her with months free access to AncestryHer free access to the site will begin 12/15/and run through 3/15/After that date, she will have continued access to the free resources on our site as a registered guest 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: ###-###-####, seven days a week, 9AM to 11PM MST Sincerely, Allison Executive Response Team Ancestry.com

Contact Name and Title: Drew, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] August 10, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] 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 Mr [redacted] ’s financial institution successfully issued a chargeback for the most recent billing of $For his convenience, we have included the Acquirer’s Reference Number (ARN) for this charge and subsequent chargebackThis number is issued to our company by a financial institution when they receive the fundsIn Mr [redacted] ’s situation, the number is: [redacted] Because we are committed to providing superior customer service, have made an exception to our refund policy and issued an additional refund to 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 accountThe access to the databases associated with this membership has been terminated effective immediately and Mr [redacted] will have no future billing from Ancestry 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 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, DrewExecutive Response TeamAncestry

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]

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 will accept the refund $ and as a church member I"M disjointed in their actions on this matter , please have the check over night to the following address [redacted]

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected] April 4, 2017 RE: [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. We sincerely regret the frustration Mr. [redacted] has experienced as a result of our extending the wait times for DNA kit processing. 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. In light of the difficulty and frustration Mr. [redacted] have experienced as a result of this delay, we would like to offer him a complimentary three month World Deluxe subscription (a value of $104.97). The World Deluxe subscription provides you access to all of the records we have available on Ancestry. This membership also provides additional benefits such as Shared Ancestor Hints, DNA Circles, and New Ancestor Discoveries. If Mr. [redacted] would like to read more about these added benefits, we have provided a link to the following article: AncestryDNA and Subscriptions Our normal processing time for DNA kits has been extended due to the high volume of kits we've received. While waiting for his kit to process, we invite Mr. [redacted] to explore Ancestry with this complimentary subscription. To redeem this offer, please email our Executive Office directly at [email protected]. We will notify him by email once the testing begins, and he may check the status of your DNA test at any time by logging into his account and selecting "DNA" in the top left corner. If Mr. [redacted] feels this delay in our lab processing is impacting his experience to the point where the product no longer works for him, we would be willing to provide him with a full refund of his test in the amount of $108.95. In order to redeem this offer, however, we ask that he first delete his test from the website. If Mr. [redacted] would like to pursue this offer, we ask that he email us at [email protected] once the test has been deleted. He may delete the DNA results by first logging into his Ancestry account. Then navigate to the DNA Home page, and click on the Settings button on the right-hand side of the page. On this page, there an area on the right-hand side with a button labeled Delete Test Results. He may then simply click on this button and enter his Ancestry password to confirm the deletion of his test. If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787. Sincerely, Drew S [redacted] Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com December 10, 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 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 In searching for an account with the information that Ms [redacted] provided us with, we located an account with the username of “ [redacted] ”There is no free trial or any other kind of subscription set up on this account, which would be why there would not have been an option for her to cancel her subscription Sometimes when customers try to sign up for a free trial, they end up setting up a free registered guest account instead, which allows them to start building a tree, but they are not able to search all of our databasesTo see what kind of subscription she has on her account, Ms [redacted] can log into to Ancestry, click on her username in the upper right hand corner and select “Your account”Once she is on her account page, it will show what kind of subscription she hasOn the “ [redacted] ” account, it shows she is a registered guest 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 ###-###-#### Sincerely, Allison Executive Response Team Ancestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 1, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’ response to usWe sincerely regret any frustration that this situation has caused her Per the Ancestry Terms & Conditions, we are not responsible for managing individual users’ submissionsThat means that in cases like Ms***’, while we understand her frustration with the inaccurate information in the trees she has used to further her research, we are unable to remove this content from our websiteIf she would like to have the content removed, she will need to ask the tree owner to remove the content in questionShe can do so by clicking on their name next to the name of the tree in the upper left hand corner of the website We would like to restate our offer for a complimentary three month membership to Ancestry, which is available at a time of Ms***’ choosingTo take advantage of this offer, please email our Executive Office 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 S [redacted] Executive Response Team Ancestry

July 17, RE: Roslyn D [redacted] - Case # [redacted] To Whom It May Concern, Thank you for forwarding MsD [redacted] ’s response to usWe sincerely regret the frustration that MsD [redacted] has experienced in this situation 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 treeUsing the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relativesThese new relatives may have additional information, a piece of their family story to tell or photos to share As a company we are very upfront about the DNA testing process and provide very specific terms and conditionsIf MsD [redacted] would like to review the Ancestry DNA’s terms and conditions that customers must agree to when activating their DNA test, they are available in the following link http://dna.ancestry.com/legal/termsAndConditions When an Ancestry customer purchases a DNA kit from us, we provide them with a return box containing the address of where to send their DNA sample for testing and make every effort to keep the customer informed about the status of their testing We appreciate MsD [redacted] ’s business and apologize for any frustration that she may have experienced We also would like to remind MsD [redacted] of the benefits that she receives through DNA testingHer test results are in a continuous matching system, being compared to all tests in the data base and all new tests being doneAs more people take DNA testing, she may be able to locate matching individuals and will have the ability to share research with each other If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at [redacted] Sincerely, Allison Executive Response Team Ancestry.com

April 22, RE: [redacted] - Case # [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s response to usWe sincerely regret the frustration that Ms [redacted] has experienced in this situation We have performed the test and services with the most up to date accuracies and followed all guidelines to produce MsMs [redacted] ’s testWe cannot control if a customer is not pleased with their 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 treeUsing the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relativesThese new relatives may have additional information, a piece of their family story to tell or photos to share As MsMs [redacted] ’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refundAs stated in our Terms and Conditions“If you cancel within the first days of placing your order but after you have returned a DNA sample to AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA ServiceAncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion.” http://dna.ancestry.com/legal/termsAndConditions We also would like to remind Ms [redacted] that her test results are in a continuous matching system, being compared to all tests in the data base and all new tests being doneAs more people take DNA testing, she may be able to locate matching individuals and will have the ability to share research with each other If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected] May 22, 2018 RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms. [redacted] ’ complaint to us. At Ancestry, we... are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. We are willing to investigate this situation further. After our initial investigation, we located previous contact from Ms. [redacted] in March and April 2017. She had filed an initial complaint in March 2017 with the case number [redacted] . Per our interactions with Ms. [redacted] last Spring through the BBB and through personal email, we concluded that we are not in a position to refund any additional charges due to the date of billing. However, we offered two complimentary years to our World Explorer membership (a value of $598.80). This offer has not been redeemed by Ms. [redacted] . We understand that this is not the resolution that Ms. [redacted] was looking for and apologize for the frustration that this has caused. If Ms. [redacted] would like to provide additional details regarding the charges she received, she may send them directly to us at [email protected]. We request that she provide the following information regarding the charges: The first six and last four digits of the credit card charged The type of credit card charged (e.g. VISA, Mastercard) The amount and date of the last billing The confirmation number provided at the time of cancellation If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787. Sincerely, Morgan 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] *** Thank you so much!!!!!BBB and Kate from Ancestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected] June 8, 2017 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. As a company, we strive to serve our customers’ best interests. 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 & 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 1-800-262-3787 prior to 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 indicating Ms. [redacted] ’s desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our refund policies and issued a refund to Ms. [redacted] in the amount of $174.95. 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 3-5 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 1-800-262-3787. Sincerely, Drew S [redacted] Executive Response Team Ancestry

Contact Name and Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 13, 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 As a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that have occurred from this situation Based on the information Mr [redacted] provided us, we cannot locate an account, or the charges in question, in his name at AncestryWe ask that he please provide as much of the following information as possible: Order Number or Cancel Confirmation number Full Name on Ancestry Accounts Any Email Addresses or Usernames Used The first six and the last four digits of the credit card billed The type of card billed The most recent billing date Once we have received this additional information from Mr***, we are happy to revisit the original inquiry to determine whether we may be able to address the issue raised If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by responding to this email Sincerely, Morgan Executive Response Team Ancestry

June 24, RE: Melba [redacted] H [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding MsH [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 MsH [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 indicating their desire to cancel Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue an additional refund to in the amount of $ [redacted] for the billing billings in questionDepending upon the payment method used for this membership, it may take up to 3-days for this credit to become accessible within MsH [redacted] ’s financial institutionThe cancellation number for this transaction 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, Spencer Executive Response Team Ancestry