Ancestry.com

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com April 26, RE: [redacted] - [redacted] To Whom It May Concern, Thank for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following responseAt 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 We apologize for the frustrations that Ms [redacted] has encountered with AncestryWe seek to always keep the website functioning properly for our usersTo this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruptionAs with any other computer or internet companies, we cannot guarantee that there will not be occasional technical difficultiesAs Ms [redacted] hasn’t provided details about the problems she has been experiencing on the site, we are unable to provide her with specific information to help her resolve her issue, however, we are not aware of any ongoing site issues that would have affected the site for an entire year For help with resolving specific problems she’s having with the site we would invite her to visit our support center or give us a call at the number below for assistance 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 Tell us why here

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com May 4, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to us We are committed to providing excellent customer service and sincerely regret any frustration that she has experienced in this situation Ancestry has been refining and expanding the science behind DNA matching to assist our customers in finding their relatives As part of this mission, we have been working on some exciting improvements to our DNA matching systemThese advancements are expected to deliver more-precise predictions of who our customers are related to, and how closely they are related to the million-plus other members in the AncestryDNA databaseWe made the new Ancestry matches available to all of our members on May 3, We notified current members that while we were working on completing the update for current members we would not be posting new matches for a brief period of time, but allowed them continued access to their current matchesSince the update rolled live on May 3, all customer results have been updated and should be accessible through their DNA matches page For her convenience we have added a link below to our latest blog post which includes more information about the newly released Ancestry DNA update http://blogs.ancestry.com/ancestry/2016/05/02/ancestrydnas-cutting-edge-science-...⇄ We want Ms [redacted] to know that we value her as a member and again want to apologize for any frustration or inconvenience she may have experienced due to this issue We appreciate her patience in this matter and send our best wishes for her continued success in her 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, Allison Executive Response Team Ancestry.com

September 15, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response At Ancestry, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriouslyWe sincerely regret any frustration that Mr [redacted] has experienced in this situation 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 ###-###-#### 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 was received until 9/14/indicating Mr [redacted] ’s desire to cancelSince his semi-annual subscription renewed on 6/21/at the time of his cancellation he would have been outside of timeframe in which we would process a refund Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a refund to Mr [redacted] in the amount of $for the past six monthsThe 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 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

Complaint: [redacted] I am rejecting this response because: It is not clear to me what Ancestry is going to doTheir response said, "our records indicate that Mr [redacted] went through his financial institution to cancel the membership; which caused a chargebackBecause Mr [redacted] chose to initiate the chargeback process, we are obligated to follow through on that process." What does that mean to me? Sincerely, [redacted]

July 16, RE: Richard W [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding MrW [redacted] ’ 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 MrW [redacted] has experienced in this situation Per the Terms of service on our website, subscription memberships are on a continuous service basisThis means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number [redacted] prior to the renewal date if they do not wish to continue the subscription for the next billing periodOur records indicate that MrW [redacted] called to cancel after the July subscription had already been charged, so he would have access to the website until the end of that month as we do not issue refunds on monthly subscriptions Because of the problems MrW [redacted] experienced trying to get logged into the site, we have made an exception to our policies and we are prepared to issue a refund to him in the amount of $ [redacted] for the billing in JulyDepending upon the payment method he 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] Because we want MrW [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 [redacted] Sincerely, Allison Executive Response Team Ancestry

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 After a customer cancels their subscription with Ancestry, we maintain their account and all of their tree information and allow them to access this information as a registered guestCustomers do not need to re-subscribe to Ancestry or enter credit card information in order to access this information on our site, they simply need to sign in to their Ancestry account with the same username and password they used while they had a subscription We offer two options for customers to download their trees from Ancestry to be used on other websitesOne option is to download a gedcom file of their tree to their computerA gedcom file is a basic genealogical data file and cannot be opened and viewed the way a pdf file canMs [redacted] would need to upload the gedcom file to another program or website that accepts this type of file formatInstructions on how she can download or upload Gedcom files with Ancestry is provided in the following link http://help.ancestry.com/app/answers/detail/a_id/472/kw/gedcom For the time being, we also offer customers the option to purchase our Family Tree Maker softwareWith this software, customers are able to download complete tree files from Ancestry to their computer that they are able to open with the softwareInstructions on how to download a tree from Ancestry to Family Tree Maker are provided in the following link http://help.ancestry.com/app/answers/detail/a_id/4545/kw/download Because we are committed to providing superior customer service, we have processed a refund for Ms [redacted] for all of the charges on her account since she re-subscribed in June in the amount of $ [redacted] Depending 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] As Ms [redacted] did not provide us with any information on the duplicate account she has paid a subscription on, we are not able to review her refund request for that account The access to the databases associated with this membership has been terminated and she 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

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] January 23, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s response to usWe sincerely regret the frustration that she has experienced in this situation We have reviewed our records but we were unable to locate an email sent from Ms [redacted] We kindly ask that she send her request again to [email protected] to redeem the refund that was previously offered 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, seven days a week, AM to PM EST Sincerely, Riley Executive Response Team Ancestry

July 13, RE: Herschel F [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding MrF [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 MrF [redacted] has experienced in this situation In reviewing MrF*’s account information we located one account that had a month gift subscription purchased for $that was billed to his credit card ending in [redacted] on December 25, Because he indicated that he was seeing a charge that was going through Pay Pal, we checked our billing system for that charge and were able to locate a duplicate account under MrF*’s name that billed $through Pay pal on December 25, as well Because we are not able to make refunds through pay pal after days, we are prepared to issue a refund to in the amount of $for the charge that was billed to your card ending in ***Depending upon the payment method he 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] 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

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com December 21, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response At Ancestry, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriouslyWe sincerely regret any frustration that Mr [redacted] has experienced in this situation We attempted to call Mr [redacted] and speak to him by phone, but were unable to reach himIn reviewing Mr [redacted] ’s account information, we are only able to locate one account with the email address of [redacted] @yahoo.com which is the email address his complained was sent withIt appears that two DNA tests were activated on this account, one under the name of [redacted] and one under [redacted] ’s name Unfortunately, we do not have the ability to merge accounts if customer’s have multiple accountsIf Mr [redacted] has a family tree on a different account he can transfer the tree to this account by downloading a gedcom file from the account with the tree and then uploading it to whatever account he wishesThe instructions on how to do this are in the following link http://help.ancestry.com/app/answers/detail/a_id/472/kw/gedcom We are also providing instructions on how to update account information in the link below if Mr [redacted] has been unable to do so, or he may call our support number and once the account information has been verified any agent that answers could assist him in updating his email addressFor assistant with updating his account information he would want to call: 1-800- [redacted] (###-####), seven days a week, AM to PM EST http://help.ancestry.com/app/answers/detail/a_id/1030/kw/update%20account 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

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, as it appears they will work on getting me my refund If I should not receive my refund, I will refile a complaint Sincerely, [redacted]

Title: Paige, Executive Office Response Team Contact Email: [email protected] December 14, 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 As requested in Ms [redacted] ’s response, we have activated a complimentary annual World Deluxe subscription on her account with the username: [redacted] The subscription will run from today, December 14, and automatically expire on December 14, The order number for this transaction is: [redacted] We regret the frustration this situation may have caused her and hope she has continued success with 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, Paige Executive Response Team Ancestry

Title: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] June 1, RE: [redacted] – [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 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 Ms [redacted] has experienced in this situation Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial Our records indicate that Ms [redacted] signed up for a day free trial membership on February 21, Her trial membership ran from February 21, to March 6, Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership In Ms [redacted] ’s case, the membership billed for $on March 6, 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 ###-###-#### 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 At this time the account has been canceled as of so there will be no further renewals or chargesBecause we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a full refund to Ms [redacted] in the amount of $However, we have been stalled in the refund process as Ms [redacted] has disputed the charge which has caused a chargebackBecause she chose to initiate the chargeback process, we are obligated to follow through on that processIf her financial institution determines that the funds should be returned to us, we are not in a position to dispute that decision We recommend that Ms [redacted] contact her financial institution to explain the factors they will be considering in making their decision If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-#### Sincerely, Jill Executive Response Team Ancestry Tell us why here

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com January 7, RE: [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 instead of signing up for a free trial, Mr [redacted] signed up for a monthly membership on 12/28/ At this time the account has been canceled as of January 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 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 him 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, Allison Executive Response Team Ancestry

Title: Sarah, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com January 15, RE: [redacted] - [redacted] To Whom It May Concern, Thank you for forwarding Mrs [redacted] ’s 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 that have occurred from this situationWe have gone back and checked our contacts from Mrs [redacted] and discovered that Mrs [redacted] has multiple accounts on Ancestry (connected to different email addresses), and that she did call to cancel her subscription on November 18, At that time, Mrs [redacted] provided an email address that was connected to an account on which she did not have a subscription, and our representative informed Mrs [redacted] that she had nothing to cancelHer account that had the subscription on it was therefore not canceled when Mrs [redacted] called inThe second representative with whom Mrs [redacted] spoke was able to access the account on which Mrs [redacted] was being billed, but since that was a different account than the account on which a note existed regarding Mrs [redacted] ’s first call, that representative was unaware of the earlier cancellation callOur representative canceled Mrs [redacted] ’s subscription and refunded $for the billing on December 23, We strive to provide exemplary customer serviceMrs [redacted] ’s comments regarding the quality of service she received from our Customer Solutions Associates and her concern that no one else have the same experience is valued, and we apologize that our customer service did not meet her expectationsBased on her feedback and our evaluation of her experience, we will review this matter with our Member Services department to ascertain how we can improve the quality of our customer service If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-#### Sincerely, Sarah Executive Response Team Ancestry

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] August 8, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response We as a company have our customers in the bests of interest We apologize for any inconveniences that have occurred from this situation When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel Because we are committed to providing superior customer service, we have made an exception to our policies and issued a refund to Ms [redacted] in the amount of $ The confirmation number for this transaction is [redacted] Depending on the payment method she used for this membership, please note that it may take up to 3-days for this credit to post to her account The access to the databases associated with this membership has been terminated effective immediately and Ms [redacted] will have no future billing from Ancestry Because we want Ms [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-#### Sincerely, Dallas Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] March 6, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to us At Ancestry we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We regret the difficulty and frustration that Ms [redacted] experienced with cancellationOur records indicate that Ms [redacted] signed up for a monthly US Deluxe membership on November 11, We do not see a successful cancellation attempt for this subscription, so it renewed monthly until the cancellation request on February 28, At this time, the account has been canceled so there will be no further renewals or chargesBecause we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a refund to Ms [redacted] in the amount of $The confirmation number for this transaction is [redacted] Depending on the payment method she used for this membership, please note that it may take up to 3-days for this credit to post to her account 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, Riley Executive Response Team Ancestry

Per their usual stall tacticsCustomer service was able to look up both accounts that were charging to my credit card and created the action number I gave you, I find it highly unlikely that they cannot find the accounts charging to my nameI don't have the sign in information because I have not used the accounts since I thought they were cancelled [redacted] , [redacted] , [redacted] , [redacted] @olp.net and [redacted] @olp.netThis should be all they need Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I have already paid for the information attached to my family treeI understand that I would not be able to search for additional information and not expect to without paying door the new informationHowever I do expect to be able to view that which has already been paid for Sincerely, Roberta J***

Title: Shaun, Executive Office Contact Phone: ###-###-#### Contact Email: [email protected] July 13, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usAt Ancestry, we strive to always provide excellent customer serviceWe have carefully reviewed his request and have the following response: We sincerely regret any frustration that Mr [redacted] has experienced in this situationWe take the privacy concerns of our members very seriouslyWhen creating a tree on Ancestry, our members are prompted as to whether they would like to set their tree as public or privateA private tree can only be viewed by other members if it is shared with themAs an added privacy measure, all living individuals on trees are automatically listed as private and only guests who have been selected can view the living individuals on it For further information regarding the privacy settings of member trees, please refer to the article from our Support Center listed below Privacy and Ancestry Member Trees Our records indicate that Mr [redacted] ’s account has been queued for deletion as of 7/12/His name, email address, residential address, family tree information, and any DNA results related to his account on our site will be removed from our systemPlease be advised that it may take 7-business days for all emails to cease concerning this account If you have any remaining questions or concerns regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-#### Shaun Executive Office Ancestry

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and this is the information they required from me Order Number or Cancel Confirmation number - I checked my sons email and have no order numbers or cancel numbers Full Name on Ancestry Accounts - [redacted] Full Address, Including Zip Code - [redacted] *** Any Email Addresses or Usernames Used - [redacted] Last digits of the credit card charged - *** The last date of billing - 07/05/ Sincerely, [redacted]