Ancestry.com

We are sorry you are not satisfied with the results of your research projectYour first research goal was for us to extend your [redacted] line and your second goal was for us to research your [redacted] lineOne of our most experienced professional genealogists in our Dublin office performed your research and all of it was overseen by her managerWe immediately changed our research focus from your primary to your secondary goal as soon as a roadblock was hit with the [redacted] research, due to records being unavailableAt the conclusion of your project, we delivered to you a professional research summary as well as a comprehensive 16-page research journal the described the details of each search that we performedWe also provided you with new documents and a new research tree on the Ancestry siteAgain we wish we could have made more progress, but the records we needed were simply not available

Contact Name and Title: Drew S***, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] June 9, 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 Our records indicate that the previously approved refunds for Ms***’s DNA test were unable to be refunded through our process as the billing occurred over one year agoAs we are unable to issue a refund to the original method of payment for a transaction that is that old, no refunds were issued previouslyBecause we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund through check for Ms***’s DNA test in the amount of $The confirmation number for this transaction is [redacted] Please allow 6-weeks for this check to arrive We want Ms [redacted] to know that we value her as a member of Ancestry and wish her continued success in her 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

June 17, RE: Kelly [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 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 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 periodAccording to our records, no online cancelation or phone call was ever received from Ms [redacted] indicating her desire to cancel during the free trial Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a refund to in the amount of $for the billing in MayDepending upon the payment method she used for this membership, it may take up to 7-days for this credit to become accessible within her financial institutionThe cancellation number for this is: [redacted] 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 [redacted] Sincerely, Spencer Executive Response Team Ancestry

April 7, 2015RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to us We have carefully reviewed the request and have the following response.At Ancestry, we strive to always provide excellent customer service We realize that when a customer makes a purchase from us, theyare making an investment in their family and we take this trust very seriously We sincerely regret any frustration that Mr [redacted] hasexperienced in this situation After reviewing our records, we have found that the account associated with Mr [redacted] ’s name and email address does not contain an active membershipHowever, when searching with Mr [redacted] ’s phone number and billing details, we were able to locate an active paid subscription that is associated with a different name and street addressUnfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership wouldautomatically renew after their free trial Our records indicate that this account was signed up for a day free trial membership on December 10, The trial membership ran from December 10, to December 24, Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership In this case, the membership continued to renew on a monthly basis from December 24, to the last renewal on March 23, 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 [redacted] prior to the renewal date if they do not wish to continue the subscription for the next billing period According to our records, no onlinecancelation or phone call was ever received indicating Mr [redacted] ’s desire to cancel Currently, the account has been canceled as of April 7, so there will be no further renewals or charges Because we are committed to providing superior customer service, we have made a large exception to our policies as they regard the membership and are prepared to issue a refund to Mr [redacted] in the amount of $ [redacted] for the past billingsPlease note, it may take up to 7-days for this credit to become accessible within his PayPal account With this cancellation, the access to the paid online databases will expire immediately and Mr [redacted] will have no further billingfrom Ancestry Unfortunately, we are unable to process any further refundsIf Mr [redacted] believes his PayPal account was used fraudulently, we encourage him to contact his fraud department at PayPal If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Executive Response TeamAncestry "Connection and Strengthening Families through the World Wide Web"

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 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 We have reviewed our records, and found a second account in Mr [redacted] ’s name with an active subscriptionBecause we are committed to providing superior customer service, we have made 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 S [redacted] Executive Response Team Ancestry

Title: Riley W***, Executive Office Response Team Contact Email: [email protected] February 24, 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 We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Mr [redacted] with accurate resultsSometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expecting In Mr [redacted] ’s case, he was expecting to have German DNAWhile we do not have a specific ethnic region for Germany, it can be found within multiple regions, including the Great Britain and West Europe regionsIf Mr [redacted] views his full ethnicity estimate and clicks on the Great Britain region, he will see multiple countries that this ethnicity is primarily located in, which includes Germany We can confirm that his wife’s results finished processing and were posted to his Ancestry account on January 23, To view these results, he will need to select “View Another Test” in the top right corner while viewing his 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 tree Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives These new relatives may have additional information, a piece of their family story to tell or photos to share As Mr [redacted] ’s DNA test was run and completed by the laboratory, we regret to inform him that he is not eligible for a refund If he would like to view the Terms and Conditions, we have provided the following link: http://dna.ancestry.com/legal/termsAndConditions We also would like to remind Mr [redacted] that his 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, he 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

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] April 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 We as a company have our customers in the bests of interestWe realize that when a customer makes a purchase directly through us, you are making an investment in your family, and we take this trust very seriously We apologize for any inconvenience caused by this situationWe appreciate Mr [redacted] ’s feedback and suggestions regarding how to improve our website Sometimes, when working on their family trees, our members can accidentally create duplicate individuals in their family treesThere are several steps that members can take to avoid this from occurring in their trees, as well as functions to merge the information contained in both instances of the specific individualFor step-by-step instructions on how to remedy duplicate individuals in the tree, please refer to the following article: How to Avoid Creating Duplicates in a Tree Merging Duplicate People When a person is deleted instead of merging, the connection to any further family lines can disconnected from any of their descendantsThis does not remove the people further down the family line, but does make them disappear from view if you are looking at a person no longer connected to them in the treeYou can fix this issue by following the instructions contained in the link below: Fixing Relationships in Trees Again, we apologize for the frustrations that Mr [redacted] has encountered with our softwareIf 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, Drew S [redacted] Executive Response Team Ancestry

Title: Sarah, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com DATE \@ "MMMM d, yyyy" April 22, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr***’s complaint to usWe sincerely regret the frustration that he has experienced in this situation We regret that Mr***’s daughter was billed after attempting to sign up for a free trialOur records indicate that Mr***’s daughter signed up for a monthly US Discovery subscription on April 18, that would renew on May 18, Per the terms and conditions applicable to this membership, to which one must agree when signing up for this service, you must be years or older to use or subscribe to Ancestry Because we are committed to providing superior customer service, 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 availableThe confirmation number for this refund is***-***- [redacted] 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 value Mr [redacted] as a member, he 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

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com December 15, RE: B [redacted] -- [redacted] To Whom It May Concern, Thank for forwarding Ms***’s complaint to usWe have carefully reviewed the request and have the following response We sincerely appreciate the feedback that Ms [redacted] has provided about Ancestry’s decision to retire Family Tree MakerWe have forwarded her suggestions to the appropriate departments for further review and consideration Following the Family Tree Maker desktop software announcement, we’ve seen an outpouring of comments, questions and the concerns raised by customersWe want Ms [redacted] to know that we truly value her as a customer and her feedbackHere are three key things we’d like to re-assure her of after reading through customer comments on our blog: We are fully committed to supporting Family Tree Maker through at least the end of with all available support from member services, including technical issues, product issues, updates and attention to the productShe will be able to use the software, exactly as she does now, including TreeSync, for at least the next year We are exploring possible relationships with other desktop software solutions that would make it possible for their products to integrate with Ancestry We are exploring options to bring more reports and related functionality from Family Tree Maker into the online serviceStay tuned for updates on this over the coming year For updates and more information about the retirement of Family Tree Maker we would invite Ms [redacted] to use the following link to our blog http://blogs.ancestry.com/ancestry/2015/12/09/more-information-on-family-tree-ma...⇄ If 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

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com January 4, RE: [redacted] -- [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 have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew 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 email or phone call was ever received from Mr [redacted] indicating his desire to cancel At this time the account has been canceled as of December 31, so there will be no further renewals or chargesOur records also indicate a refund in the amount of $has been issued back to Mr [redacted] Because we are committed to providing superior customer service we are prepared to make an exception to our monthly refund policy and issue an additional refund to Mr [redacted] in the amount of $Depending on the payment method 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 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, Allison Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com March 16, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] 's response to usAt Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard We regret any frustration she may have experienced due to this situationAs a courtesy to Ms [redacted] , we have made an exception to our monthly refund policy and have issued a refund in the amount of $for the billing that took place on March 13, The account number for this transaction is:***-***- [redacted] The refund will be processed back to her original method of paymentPlease 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 Archives.com, please do not hesitate to contact us at ###-###-#### Sincerely, Allison Executive Response Team Ancestry.com

Title: Allison Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted] @ancestry.comApril 29, 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 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 during the sign up process that “After your 14-day free trial ends, your membership will commence and you will be charged the full amount of the subscription plus applicable tax, unless you cancel your membership by visiting your My Account page or calling the number above on or before the end of your trial”Mr [redacted] ’s daughter was responsible to cancel online by visiting the My Account section, or by contacting us by our toll free number ###-###-#### if she did not want to continue the subscription for the following monthAt 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 a large exception to our policies and issue a refund 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 the 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 TeamAncestry

Complaint: [redacted] I am rejecting this response because: There has been no response to my compliantI have emailed Ancestry at the email address provided by AncestryHowever, I will not accept Ancestry's response to my Revdex.com compliant until Ancestry has taken action on my compliant Sincerely, [redacted]

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 Mr [redacted] ’s complaint to usWe sincerely regret the frustration that he has experienced in this situation We apologize that Mr [redacted] never received his DNA test Our records show that he placed the order for the DNA test on April 9, Our tracking information indicates that the DNA kit was delivered to Mr [redacted] s Comanche Texas address on April 15, We regret any problems Mr [redacted] had in contacting us about this issue We offer our customers two options for contacting us They are able to contact us by sending a message through the support pages on our website as well as contacting us by phone at ###-###-#### days a week from 7am to 9pm MST Because of the problems Mr [redacted] has experienced in receiving the DNA kit he ordered, we have made an exception to our refund policy and have issued a full refund in the amount of $ [redacted] back to the account that was originally billedPlease note that it can take between 7-business days for these funds to become available The confirmation number for this transaction is [redacted] Because we have processed a full refund for the DNA test, if Mr [redacted] happens to receive the kit in the mail, it will be unusable, so he can simply discard it We regret any inconvenience this situation may have caused and appreciate his patience in this matter 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 AncestryTell us why here

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] September 1, 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 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 $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 1-800-262- Sincerely, Drew Executive Response Team Ancestry

Complaint: [redacted] I am rejecting this response because: After speaking with the Executive Response Team, I was referred back to PayPal I have reopened my dispute with PayPal today June 7th I would like to keep this Revdex.com complaint open until I finally get my $refund Sincerely, [redacted]

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] September 5, RE: [redacted] ***- Case: [redacted] 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 have made an exception to our refund policy 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 accountThe access to the databases associated with this membership has been terminated effective immediately and Ms [redacted] will have no future billing from Ancestry We will remove Ms***’ account with the following username from our records: [redacted] Now 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 systemPlease allow 7-business days for all emails to cease concerning this account If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew Executive Response Team Ancestry

Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 17, 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 apologize for any confusion caused by our previous response to Ms [redacted] ’s complaintTo clarify, we have issued an additional refund of $44.99, for a total of $For her convenience, we have also provided the Acquirer’s Reference Numbers (ARNs)These numbers are generated by a financial institution when they receive the funds; in her situation, the numbers are: [redacted] , [redacted] If Ms [redacted] is interested in further pursuing her refund, we suggest she contact her financial institutionWe want Ms [redacted] to know that we value her as a member and wish her 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: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] August 16, 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 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 ###-###-#### 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 issued a refund in the amount of $back to the original method of payment 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 ###-###-#### Sincerely, Dallas Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 801-705-Contact Email: [email protected] October 27, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr***’s complaint to us We sincerely regret the frustration that he has experienced in this situation We have performed the DNA test with the most up to date technologyUnfortunately, despite multiple attempts, we were unable to extract enough DNA from the sample he submitted to provide an accurate resultBecause we are committed to providing superior customer service we are willing to make an exception to our DNA refund policy and are issuing a refund in the amount of $for the DNA kit she purchasedPlease 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 proceduresIf you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-877-283- Sincerely, Dallas Executive Response Team Ancestry