Ancestry.com

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] October 2, 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 interestsWe 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 period According to our records, no online cancelation or phone call was ever received indicating Ms [redacted] ’s desire to cancel Our records indicate that Ms [redacted] was issued a full refund of the $back to the original method of paymentFor her convenience, we have provided an Acquirer's Reference Number (ARN) belowThis number is given to our company by a financial institution when they receive the funds; in her situation, the number is: [redacted] Because we are not the party that issued the overdraft fees on Ms [redacted] ’s banking account, we are not in a position to refund or reimburse themWe have found that in similar situations, when we have provided a full refund for a certain product, many financial institutions are willing to refund overdraft feesWe suggest she contact her financial institution to discuss this possibility 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 Executive Response Team Ancestry

Complaint: [redacted] I am rejecting this response because:I want to be reassured that the following people know and have been able to see the problems and complaints about the NEW ANCESTRY issue I want these men to read and see the attached visual comparison letter, so they understand visually what we are saying Tim S [redacted] , President & CEO of Ancestry Kendall H***, Senior VP of Product Management Scott S [redacted] , Chief Technology OfficeThere is a petition on line growing everyday to save the OLD ANCESTRY, signatures are at as of this moment They need to see and read the comments from everyone We all have the same problems with the NEW ANCESTRY Please go to the site and read;http://www.thepetitionsite.com/600/803/575/save-ancestry.com-classicAlthoug...⇄ I do appreciate your quick response, you have not addressed the main issues of the complaints You have replied with the general apology YOU have to remember, your website states, "OUR MISSION IS TO HELP EVERYONE DISCOVER, PRESERVE, AND SHARE THEIR FAMILY HISTORY"..............your also state, " OUR REGISTERED USERS HAVE CREATED MORE THAN MILLION FAMILY TREES CONTAINING MORE THAN BILLION PROFILES THEY HAVE UPLOADED AND ATTACHED TO THEIR TREES OVER MILLION PHOTOGRAPHS, SCANNED DOCUMENTS AND WRITTEN STORIES." Your business was build on the customer, you ask all the time for a survey, blogs, etc but you do NOT listen to what we say Then you announce that you will AUTOMATICALLY GENERATE certain events to help enrich the family story, all of which in my case, had nothing to do with my family.I want these questions answered; Why the dark backgrounds with white and pastel letters?? On a dark page is VERY hard to read, gives a person headaches and a strain on the eyesConsider the amount of older members spending most all waking hours working on the family tree Majority of the complaints on the petition has to do with dark color and light letters The dark on the iPad was a huge mistake...especially with such a small screen Why change the Profile from a classic, professional, clear, brief exact details, and clear direct source information? The New Ancestry Profile, still comes back to the dark background with white lettering, hard to read and tiring to work with It lost the PROFESSIONAL look and is more of a 1980's design Your total website follows light background with dark letters, then you come to the working pages and you made it almost impossible to work with the colors Why do you think LIFESTORY is better than the STORY VIEW? The STORY VIEW on OLD ANCESTRY are actual events from yearbooks, newspapers, photos, stories, and it took weeks, months, years to attach Then you popped up this AUTOMATICALLY GENERATED events, which did not reflect a real fact for my family You had this wonderful PHOTO key under the SEARCH key You could have just posted all those pictures with the hint IF we wanted to use them, we could find them Why do you ask for a survey, opinion, or how are we doing......when you do not listen ?????? A I want to know that Tim S [redacted] , Kendall H***, and Scott S [redacted] have seen and read my complaints and attachmentsplus read the petition on line with the added names with complaints.B I want my questions answered.C I know that you offered to provide me with the free download of Ancestry's Family Tree Maker..but I have a MAC computer and my sister has a PC, one download would not work for my family Plus my concerns about Family Tree Maker, you sold me the older version to "so called" help me to eliminate duplicates, but there was issues with attachments and photos not transferring from Ancestry to the FTM How can you assure me that all my tree will transfer without problems? And what about two computers? 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] ***

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, Dr [redacted] ***

Title: Morgan, Executive Office Response Team Contact Phone: 800-262-Contact Email: [email protected] December 29, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’ complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We apologize for any inconveniences and frustration that have occurred from this situationWe have investigated our records and can see that Mr [redacted] ’ email address, [redacted] , has been successfully added to our Do Not Email listUnfortunately, we do not have access to the date that it was originally added, however, we have added it once more to ensure Mr [redacted] ’ request is addressedOnce an email addresses is added to this list, we ask our members to please allow 7-business days for all emails to cease concerning the accountIf they receive emails in the future, it will only be in regards to legally required transactional emails (i.eorder confirmations, renewal notices, password recovery, etc.) We can also confirm that Mr [redacted] ’ account is inactive and he will not receive any future billing from Ancestry unless his payment information is re-enteredBecause 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 800-262- Sincerely, Morgan Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com September 22, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms***’s response to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard and respond to her as follows: We regret any frustrations Ms [redacted] has experienced with receiving emails from our companyAs she has stated that she wants nothing further to do with our company, we have queued her account with the following username for deletion from our system Username: [redacted] Email address: [redacted] @yahoo.com We ask that she please allow 7-business days for all emails to cease concerning her accountNow queued for deletion, her name, email address, residential address, family tree information, and any DNA results related to the above mentioned accounts on our site will be removed from our system We have appreciated the opportunity to assist her in her discovery and wish her the best 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.com

Revdex.com: I have reviewed the response made by the business Ancestry.com in reference to complaint ID [redacted] , and find that this resolution is somewhat satisfactory to meWhen I spoke with Alec id# [redacted] from Ancestry.com on the phone last week, I was informed by him that my membership began in March of They record their calls, so they should have this in their records I feel they still owe me for an additional year of services unknowingly charged to my account at $twice that year, for an additional yearly amount of $ Total owed truly being $ $by deposit and $by check.I will hesitantly accept their initial offer, but would certainly prefer to be reimbursed for the full amount owed dating back to March 2011.I am very thankful for their willingness to reimburse me for the money they withdrew from my account I am still puzzled how they managed to withdraw funds even after our debit card number was changed?Thank you so much Revdex.com for your assistance! They initially were only willing to reimburse me $99!With Appreciation, :) [redacted] ***

Title: Drew S***, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] September 13, RE: [redacted] *** – Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr***’s response to usWe sincerely regret any frustration that Mr [redacted] has experienced in using our websiteWe wish to clarify that when an account is unable to be renewed, we do not open a second account for our customers to resume charging themIn similar situations to Mr***, a customer has accidentally set up a second account with similar information and started a second subscription, resulting in them being charged twice for their membershipIn situations such as this, we will take every step we can to make our customers wholeOur records indicate that Mr [redacted] had started a second account with his email address back in 2011, and he was provided a full refund for the overcharges that occurred at this time in late If Mr [redacted] would like to continue his payments with the pre-paid credit card in question, we advise that he ensure there are funds available at each time his subscription renews in order to prevent our system from automatically cancelling his membershipAn option that may result in Mr [redacted] encountering less problems is paying for a longer term subscription, such as a six month or annual subscriptionAs mentioned in our previous response, when the membership is cancelled, he still retains access to his family tree and DNA data, but loses access to the historical records and other genealogical resources available on Ancestry until he re-subscribesWe appreciate Mr [redacted] taking the time to share his experience with our customer service at all levels, and we appreciate the time he has taken to share his concerns regarding his experience and our policy of cancelling accounts that we are unable to billWe have shared his experience internally for further review and consideration In light of his frustration, we are willing to provide him with a complimentary six month extension to his current Ancestry membership (a value of $99.00) at no cost to youTo take advantage of this offer, we ask that he contact us directly by emailing us at [email protected], we wish to assure Mr [redacted] that we value him as a customer of Ancestry and wish him well as he continues his family history researchIf 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*Executive Response TeamAncestry

Title: Paige, Executive Office Response Team Contact Email: [email protected] December 14, 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 In reviewing Mr [redacted] ’s account we found that he spoke with us on December 11, and we offered to cancel and refund him for his DNA purchaseOur records indicate that no refund was issued for this purchase at that time Since the DNA kits have shipped, we would be happy to refund the shipping charge in the amount of $and offer him a complimentary three month subscription (a value of $104.97), if he would like to use the kits he purchased If Mr [redacted] would still like to cancel and be refunded for the full amount of $286.85, we would be happy to process that for him Again, we regret any frustration or inconvenience this may have caused Mr [redacted] Please respond to this complaint to let us know how he would like to proceed If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to respond to this complaint Sincerely, Paige Executive Response Team Ancestry.com

Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] August 24, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to us We are committed to providing excellent customer service and sincerely regret any frustration that Mr [redacted] has experienced in this situation We sincerely regret the frustration that Mr [redacted] has experienced in this situationAncestry tests all samples we receive in the same mannerTo discover where you came from, we compared his DNA to the DNA of people with known origins from around the world This group of people is called our Reference panel We calculate the ethnicity estimate using a scientific model that includes multiple quality checks and a calculation of statistical variability known as the range For more information about how Ancestry determines ethnicity we have provided the following link: AncestryDNA ethnicity 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 page dna.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 As Mr [redacted] ’s DNA test has been processed and completed by the laboratory, and you have received your DNA results, we wouldn’t normally be able to provide a refund, however, as mentioned in our previous email, due to the frustration this issue has caused you, we are willing to make an exception to our policy and process a full refund for your DNA test in the amount of $ If Mr [redacted] chooses to keep his DNA results, we’ll continue to send him updates when additional family members take our test and match with him through his DNA, as well as providing any updates to the ethnicity portion of the test when those occur If Mr [redacted] would like to take advantage of the offered refund, then we would ask that he delete the DNA results in question from his accountTo delete the results, one would go to their DNA results home page and click on the settings button to the right of your nameOn the settings page, there is a button in the right hand column that allows one to enter your password and delete the resultsOnce you have deleted the results, please respond to this email and we will be happy proceed with the refund Again, we regret any frustration or confusion this matter may have caused Mr [redacted] We want Mr [redacted] to know that we value him as a member and wish him success in his family history research If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-#### Sincerely, Dallas Executive Response Team Ancestry.com

Complaint: [redacted] Dear Sir or Madam:I find the fact my request cannot be processed in a timely manner unacceptableI have been the target of aggravated harassment and criminal activityAncestry.com continues to make it possible for criminals to target myself and my family by easily offering our personal information on their website and to add insult to injury will profit from doing so This type of business should not be allowed to profit or exist and at the exploitation of othersThis is unconscionableToday is March 3, and my family and I are still subjected to a issue that could be easily resolved by suppressing our informationTherefore I find Ancestry.com equally responsible for any harassment we continue to receiveAgain I am requesting my information suppressed immediately Sincerely, [redacted]

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 28, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ***’s response to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We regret the frustration that this situation has caused Ms [redacted] ***At Ancestry, we take the privacy and security of our members’ DNA information very seriouslyAs the DNA tests in question have been activated by the test participants on their own accounts, we will need to speak directly to these individuals to disclose any account information or provide any specifics regarding their DNA testsWe would be happy to assist these individuals if they are able to email us directly at [email protected] or by calling us at the number below We would like to clarify that if a member received their DNA results, the DNA sample that was provided was tested thoroughly as AncestryDNA uses advanced scientific techniques to produce the resultsWe measure and analyze a person’s entire genome at over 700,locations during the testing process and each DNA sample is held to a quality standard of at least a 98% call rateThe blue solution that is added to the sample prior to returning it to the lab, is a stabilizing solution that maintains the sample before it is processedAny results that don’t meet that standard may results in a new DNA sample to be collectedIn these instances, a notification that a new sample is required will be sent out prior to DNA results being released When a member receives a notification that they need to provide a new sample, they may accept the free replacement kit on the account that they used to activate the DNA testOnce they login to their account, they can select “DNA” in the top left cornerAcross the top of the DNA homepage, there will be a banner that says, “Request A Free Replacement Kit” that will allow them to input their shipping address for the complimentary replacement kit If Ms [redacted] would like to take advantage of the complimentary six month World Deluxe subscription that was previously offered, 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, Riley Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com November 30, 2015 RE: [redacted] - [redacted] To Whom It May Concern, Thank you for forwarding Mr. ***’s response to us. We sincerely regret the frustration... that Mr. [redacted] has experienced in this situation. Because we are committed to providing superior customer service we processed the refund that was requested by Mr. [redacted] when he called us on Friday November 27, 2015. Mr. [redacted] can expect to receive a refund in the amount of $60.00. The confirmation number for this transaction is:***-***- [redacted] Please note that the refund will go back to his original method of payment within the next 7-14 business days. 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

Contact Name and Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected] May 17, 2018 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. After a thorough investigation of this situation, we have identified the AncestryDNA kit in question. It appears that the kit was purchased through eBay, an unauthorized seller of AncestryDNA kits. As such, we experienced difficulty locating the original kit’s activation. After locating the kit in question, we discovered an error in the activation of the DNA kit that prevented the results from being delivered to the test participant. We have made an exception to our policies regarding kits purchased from unauthorized sellers and have processed an order for a complimentary replacement kit to be sent to the test participant. The kit should arrive to its destination in 7-10 business days. For Ms. [redacted] ’s records, the order number for this replacement kit is [redacted] . Once this replacement kit arrives, it will need to be activated on a new Ancestry account with a valid email address. Activation instructions are included with the kit. We advise each AncestryDNA participant to ensure they receive a confirmation email regarding successful activation. If the test participant does not receive this email shortly after activation, we ask that they please double-check the email address used for activation to ensure it is correct. 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

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 22, 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 As a company, we strive to serve our customers’ best interestsWe 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 period According to our records, no online cancelation or phone call was ever received indicating Mr [redacted] ’s desire to cancel 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 he used for this membership, please note that it may take up to 3-days for this credit to post to his account The 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, 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 Thank you Sincerely, [redacted]

Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] August 25, 2016 RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Ms. ***’s complaint to us. We sincerely regret the... frustration that she has experienced in this situation. Ancestry customers may unsubscribe from emails by emailing our support team or by contacting our toll-free support number (###-###-####). We do not have a record of being contacted through either of these avenues, but we regret that Ms. ***’s attempts to unsubscribe from our email marketing lists have been unsuccessful. We have now unsubscribed Ms. ***’s email address [redacted] from all Ancestry emails. Please note that it may take 7-10 business days for all emails to cease concerning this account. In researching Ms. ***’s account, her email address had also not been added to our Do Not Contact list. To ensure that she will receive no further marketing emails, we have placed her email address [redacted] on our Do Not Contact list as of today. We ask that she please allow 7-10 business days for all emails to cease concerning this account. If she receives emails in the future, it will only be in regards to legally required transactional emails (i.e. order confirmations, renewal notices, password recovery, etc.). If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####. Sincerely, Dallas Executive Response Team Ancestry

Complaint: [redacted] I am rejecting this response because:to weeks is not good enoughThere is no way in heck deleting someone's credit card information takes that longI will continue to complain until the information is removedI don't see a response either to the request of adding the ability for users to delete their cc information from the ancestry.com website themselvesI don't want to hear a whole lot of marketing talk...I do not want my credit card information floating around on the web, just waiting to fall into some hacker's handsThat sentiment applies not just to ancestry.com...I follow that same procedure with sites like amazon, etcExcept they are professional enough to provide the user the ability to delete that information themselvesAnd when I am done with a purchase, I delete my infoUsers should be given the same courtesy by ancestry Sincerely, [redacted]

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] July 26, RE: *** *** - Case: *** To Whom It May Concern, Thank you for forwarding Ms
*** 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 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 period According to our records, no online cancelation or phone call was ever received indicating Ms***’s desire to cancel Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issued a refund to Ms*** in the amount of $The confirmation number for this transaction is *** The access to the databases associated with this membership has been terminated effective immediately and Ms*** will have no future billing from Ancestry. Because we want Ms*** 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*** Executive Response Team Ancestry

Title: Sarah, Executive Office
Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
DATE \@ "MMMM d, yyyy" April 18,
RE: *** *** -
***
To Whom It May Concern,
Thank you for forwarding Ms***’s complaint to usWe
sincerely regret the frustration that she has experienced in this
situation.
We regret that Ms*** was unable to cancel her
subscription onlineWe offer the option to cancel online, via email, and via
telephoneOnline, this can be accomplished by clicking one’s username in the
upper right, then choosing “Your Account.” Members with active subscriptions
(including free trials) will see a link to cancel on the right under “Subscription
Options.”
We
have made an exception to our monthly refund policy and have issued a refund in
the amount of $back to the account that was originally billedPlease
note that it can take between 3-business days for these funds to become
available. The confirmation number for this transaction is***-***-*** Access
to the databases associated with this membership has been terminated effective
immediately, and Ms*** will have no future billing from Ancestry.
Because
we value Ms*** as a member, she will continue to have access to the free
resources on Ancestry
If you have any questions regarding this or any other
matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####.
Sincerely,
Sarah
Executive Response Team
Ancestry