Ancestry.com

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com March 17, 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 seriouslyWe sincerely regret any frustration that Ms [redacted] has experienced in this situation We located a duplicate account for Ms [redacted] that is billing in the amount that she has indicated in her complaintBecause we are committed to providing superior customer service, we have processed refunds totaling $ [redacted] for this accountDepending 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] With this cancellation, Ms***’s access to the paid online databases will expire immediately and she will have no further billing from AncestryBecause we want her 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

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] October 26, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We sincerely regret the frustration that Ms [redacted] has encountered while using our serviceWe wish to inform her that we do have phone support available for Ancestry, Fold3.com, and Archives.com at the following numbers: · Ancestry: 1-800-ANCESTRY (1-800-262-3787) seven days a week, AM to PM EST · Archives.com: 1-888-896-seven days a week, AM to PM EST · Fold3.com: 1-800-613-Monday through Friday, AM to PM EST We regret any inconvenience Ms [redacted] has experienced while trying to access the Archives.com websiteOur records indicate Ms [redacted] has an All Access subscription with Ancestry, which does not include a complimentary membership to ArchivesThe All Access subscription includes access to Fold3.com, Newspapers.com, and the Ancestry Academy, as outlined in the following link: http://www.ancestry.com/cs/offers/subscribe?mboxDisable= We apologize for the issues Ms [redacted] is experiencing issues accessing Fold3.comAlthough they are an affiliate to our company, we are unable to support their websiteWe invite Ms [redacted] to contact Fold3.com directly by either phone or email with the contact information listed below: Fold3.com: 1-800-613-Monday through Friday, AM to PM EST [email protected] We appreciate Ms***’s feedback and suggestions concerning our websiteHer feedback is being shared internally as requested for further review and consideration 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, Dallas Executive Response Team Ancestry

Contact Name and Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 13, 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 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] and his wife have experienced in this situation We would like to look closer at this chargeHowever, we are unable to find the account described at AncestryTo assist in our search for the relevant account, we ask that Mr [redacted] please provide any of the following information about the account in question: Order Number or Cancel Confirmation number Full Name on Ancestry Accounts Full Address, Including Zip Code Any Alternate Email Addresses or Usernames Used Mr [redacted] can directly forward this information to us at [email protected] appreciate the time taken to obtain this 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] April 4, 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 As a courtesy to Ms [redacted] , we have made an exception to our policy and have issued a refund in the amount of $Please note that it can take between 7-business days for these funds to become available within your financial institution, depending on their refund policies and procedures We always appreciate any opportunity to assist you in discovering, preserving and sharing your family historyIf at any time in the future you become interested in researching or saving your family history, please feel free to continue to use the free services found on Archives.com even now after your subscription has ended If you have any questions regarding this or any other matters pertaining to Archives.com, please do not hesitate to contact us at 1-800-262- Sincerely, Drew S [redacted] Executive Response Team Ancestry

Title: Riley W***, Executive Office Response Team Contact Email: [email protected] May 25, 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 We sincerely regret the frustration Ms [redacted] has experiencedAt 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 have performed the DNA test with the most up to date technology, following all lab guidelines to provide Ms [redacted] with accurate resultsSometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expecting or because they receive their results faster than expectedOur current lab processing time is 2-weeks but there have been cases where members receive their results sooner We created Ms***’s genetic ethnicity estimate by comparing her DNA to the DNA of people in our reference panel, as explained in the articles referenced belowAs new data becomes available and the science behind ethnicity estimation improves, her ethnicity estimate may be refined AncestryDNA Ethnicity As Ms***’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refundIf she would like to view the Terms and Conditions, we have provided the following link: AncestryDNA Terms and Conditions In light of the circumstances, we would like to offer Ms***, a complimentary three month World Deluxe subscription (a value of $104.97)To redeem this offer, we invite Ms [redacted] to email us directly at [email protected] The World Deluxe subscription will provide her access to all of the records we have available on AncestryThis membership also provides additional benefits 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 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 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 1-800-262- Sincerely, Riley W [redacted] Executive Response Team Ancestry.com

Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [email protected] June 13, 2016RE: [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 situationPer 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 ###-###-#### 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 from Mr [redacted] indicating his desire to cancel On December 7, we attempted to auto renew and bill $to Mr [redacted] ’s credit card that ends in *** In the process of doing so, we were unable to collect those funds and his account went into a graced status When the next billing cycle occurred on June 8, 2016, our billing system electronically contacted Mr [redacted] ’s financial institution and requested an Account Update for his account As Mr [redacted] ’s financial institution provides that service, they supplied us with the updated billing details On June 10, 2016, Mr [redacted] canceled his account online and received a refund of $There will no future billings from AncestryThe confirmation number for the online cancelation and refund is***-***- [redacted] If Mr [redacted] has further questions regarding the Automatic Billing Updater his financial institution is a part of, we encourage him 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 ###-###-####Sincerely, JillExecutive Response TeamAncestry Tell us why here

Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted] May 18, 2016RE: [redacted] – [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 many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renewOur records indicate that Mr [redacted] signed up for a monthly membership on April 29, When signing up for a Trial or other Membership the member is required to check off a confirmation box that they have viewed and accepted the Terms & ConditionsIt also states multiply times during the sign up process “To ensure uninterrupted service, your membership will automatically renew on May 13, for the same subscription term that you selected, and will renew each term thereafter.” We also notify the customer that they may opt out of renewing their subscription by calling Ancestry at ###-###-#### or by logging into the My Account page on the Website at least two days before the renewal dateMr [redacted] was responsible to cancel online, or contact us by calling our toll free number ###-###-#### if he did not want to continue with the subscription for the following monthAccording to our records, no communication was received from Mr [redacted] indicating his desire to cancelAt this time the account has been canceled as of May 18, so there will be no further renewals or chargesBecause we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a full 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 AncestryBecause 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 ###-###-####.Sincerely, JillExecutive Response TeamAncestry Tell us why here

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-Contact Email: [email protected] October 20, RE: [redacted] ***- Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’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 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 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 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 1-877-283- Sincerely, Dallas Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 28, RE: [redacted] – Case: [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 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 The access to the databases associated with this membership has been terminated effective immediately, and Ms [redacted] 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 our members in discovering, preserving and sharing their family historyIf at any time in the future Ms [redacted] becomes interested in researching or saving her family history, she may continue to use the free services found on Ancestry even now after his 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, Riley Executive Response Team Ancestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] March 30, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’ 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 Our records indicate a renewal notification was sent to Mr [redacted] on January 31st, We have re-sent this notification to her email address for her records, and apologize if she did not receive our messageWe recommend she check her spam or junk folders for the original message as well Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund in the amount of $to the original method of paymentThe 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

Title: Shaun, Executive Office Contact Phone: ###-###-#### Contact Email: [email protected] July 11, RE: [redacted] – Case: [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 When signing up for a membership on Ancestry, Ms [redacted] was required to confirm that she viewed and accepted Ancestry Terms & Conditions, which explain that all of our subscriptions renew automatically unless canceledBecause of these terms, Ms [redacted] was responsible for canceling online, or by contacting us via email at [email protected] or calling our toll free number ###-###-#### prior to their renewal date if she did not wish to continue the subscription for the next billing periodThe registration process also stated multiple times that the subscription would automatically renew Ms [redacted] signed up for a 14-day free trial on December 11, 2015, which automatically renewed into the monthly subscription rate of $on December 25, 2015, and has renewed until she contacted us on July 7, In reviewing our records, we were unable to locate a successful cancellation attempt on her partThis would have resulted in a cancellation number being given to her both on screen and via email At this time, the account has been canceled as of July 7, so there will be no further renewals or chargesBecause we are committed to providing superior customer service, we are prepared to make an exception to our policies and have issued additional refunds totaling the amount of $for the prior billingThe 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 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, Shaun Executive Office 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 It is way more than I had expected and very generous of you I appreciate the immediate response of your company There must have been a pop up of the cancellation that came up for the charge I mentioned Hopefully that can be looked at so no one else falls for that Again, I appreciate you taking care of this for me Sincerely, [redacted]

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] August 23, 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 Upon review of the situation, it seems that Ms [redacted] had two separate accounts associated with ArchivesWhile one was cancelled on September 2nd, 2015, the other remained activeAs a courtesy to Ms [redacted] , we have cancelled the membership and issued refund in the amount of $back to the original method of paymentThe confirmation number associated with this transaction is***-***- [redacted] Please be advised that it may take 3-business days depending on her financial institutions policies for the refund for the funds to become available in 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 Archives Because we want Ms [redacted] to have success with her family research, she will have continued access to the free resources on our site If you have any questions regarding this or any other matters pertaining to Archives.com, please do not hesitate to contact us at ###-###-#### Sincerely, Dallas Executive Response Team Ancestry.com

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 In light of the difficulty and frustration Ms [redacted] has experienced as a result of this delay, we have previously offered 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 samplesShe will receive an email indicating when the test has entered processing, and from the time of the email the processing will take 2-weeks to complete 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] 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

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 however please be advised this company is a complete fraud and is stealing from the public telling people they can read their ancestry when in truth they cannot do more then provide a very vague history Sincerely, [redacted]

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 22, RE: [redacted] *** – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’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 contacted Ms [redacted] regarding her concerns, and will continue working with her through email to ensure her needs are met 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: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 13, RE: [redacted] *** - Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr***’s response to usWe regret any frustration that this situation may have caused We would be happy to review the status of Mr***’s refund of $However, we will need more information to do soWe ask that Mr [redacted] email us directly at [email protected] with his PayPal Billing Agreement ID for the Ancestry subscription The Billing Agreement ID begins with “B-” and may include letters and numbersPlease note that this is different than the Transaction ID or Invoice ID, and is located on his PayPal account page under “Pre-approved payments.” 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

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***’s response to usWe apologize for any inconveniences that have occurred from this situation We are sorry to hear that Mr [redacted] will be unable to receive the refund we attempted to issue through PayPalWe would be happy to provide him with a refund by check, however, we would prefer to confirm his shipping address before proceedingWe ask that he email his preferred shipping address to our Executive Office directly at [email protected] We greatly appreciate Mr***’s patience in this matter and wish him well in his 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 1-800-262- 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 meThank you for your assistance in this matter, I'm sad it took contacting Revdex.com to get my complaint heardAncestry.com did send me and email, however it was not help as it directed me to their website and all the avenues I had already pursued, they need to work on their customer serviceThank you again Sincerely, [redacted]

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 5, RE: [redacted] – Case: [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 appreciate Ms [redacted] ’s feedback and suggestions concerning our advertisementsHer feedback is being shared internally as she has requested for further review and consideration 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