Ancestry.com

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @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 We bill our members according to the agreement made when a membership is initiatedOur records indicate that Mr [redacted] had already taken advantage of our day free trial in April of 2013, so instead of starting a trial in September, he set up a US Deluxe monthly subscriptionMonthly subscription purchases are final, and not eligible for refundsBefore purchasing a subscription, one must indicate that they have read and accepted our Terms and ConditionsThis agreement states “Monthly subscriptions may be cancelled at any time but you will not receive a refund.” To review this portion of our Terms and Conditions, please visit the following URL: http://www.ancestry.com/cs/legal/termsandconditions Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a full refund to Mr [redacted] in the amount of $for the billing in questionDepending upon the payment method he used for this membership, it may take up to 3-days for this credit to become accessible within his 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 ###-###-#### Allison Executive Response Team Ancestry

Contact Name and Title: Drew S***, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] June 2, 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 responseWe sincerely regret the frustration Mr [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 Mr [redacted] has experienced as a result of this delay, we would like to offer him a complimentary three month extension to his Ancestry 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 Mr [redacted] would like to read more about these added benefits, we have provided a link to the following article: AncestryDNA and Subscriptions - https://support.ancestry.com/s/article/ka215000000TyGYAA0/AncestryDNA-with-an-An...⇄ 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 samplesWhile waiting for his kit to process, we invite Mr [redacted] to explore Ancestry with this complimentary subscriptionTo redeem this offer, please email our Executive Office directly at [email protected] will notify Mr [redacted] by email once the results are available, and he may check the status of her DNA test at any time by logging into his account and selecting "DNA" in the top left cornerFrom the time his results began processing, the results will become available within 2-weeksOur records indicate that Mr [redacted] ’s DNA test was purchased through AmazonAs we are not the party who collected the funds for his order, we are not in a position to refund or reimburse themIf Mr [redacted] would like to pursue a refund for his test, we advise he contact Amazon directly to discuss this possibility.Again, we sincerely regret the frustration that Mr [redacted] has experienced in this situationWe want him to know that we value him as a member of Ancestry and wish him continued success in 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

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] August 1, RE: [redacted] - Case: [redacted] To Whom It May Concern, We as a company have our customers in the bests of interest We apologize for any inconveniences or confusion that have occurred from this situation Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund to Ms [redacted] in the amount of $for the past six monthsThis is in addition to the refund that was issued this morning for $over the customer service line, for a total of refund of $ The confirmation numbers for this transaction are [redacted] and***-***- [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 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 Again, we sincerely regret any confusion or frustration that caused by use of our website and wish Ms [redacted] continued success in her research If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-#### Sincerely, Dallas Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] March 16, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s response to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard The state of Washington recently changed their tax laws starting January 1, Washington now requires businesses with an economic presence to collect sales taxAccording to Washington’s own tax law, meeting this economic presence establishes nexus even if the out-of-state business has no physical presence in Washington Ancestry began collecting sales tax on DNA kits beginning January 1, with the law changeAll sales tax collected are remitted to the state of Washington If Mr [redacted] has any additional questions regarding Washington tax laws, we recommend he contact his state’s representatives 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: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com April 26, RE: [redacted] - [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usAt Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regardAt Archives.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 seriouslyWe 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 trialOur records indicate that Ms [redacted] signed up for an annual membership that began with a free seven day trial on April 1, Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membershipIn Ms [redacted] ’s case, her trial renewed to an annual paid membership on April 8, When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & ConditionsIn addition to this, the siprocess also states that an automatic-renewal will occur without a cancellationMs [redacted] was responsible to cancel online or by phone if she did not want to continue the subscriptionAccording to our records, no email, phone call or online cancelation was ever received from Ms [redacted] indicating her desire to cancelBecause we are committed to providing superior customer service, we have made an exception to our policies as they regard her membership and are prepared to issue a full refund to Ms [redacted] in the amount of $ [redacted] for the two most recent billings Depending upon the payment method she used for this membership, it may take up to 3-business days for this credit to become accessible within her financial institution With this cancellation, Ms [redacted] ’s access to the paid online databases will expire immediately and she will have no further billing from Archives.com 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 Tell us why here

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 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 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 accountThe access to the databases associated with this membership has been terminated effective immediately and Mr [redacted] will have no future billing from Ancestry We will remove Mr [redacted] ’s account with the following username from our records: [redacted] Now queued for deletion, his 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 We appreciate the feedback that Mr [redacted] has provided regarding our cancellation process, and email address visibilityWe have shared his experience internally 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, Drew Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com October 21, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usWe sincerely regret any frustration that he has experienced due to this situation We take seriously our obligation to use customer data in accordance with applicable law and with the terms and conditions to which our customers agreedWe understand that Mr [redacted] decided not to do business with us based on aspects of our terms and conditions that he found displeasing and respect his decisionHowever, we don’t see that there is any action to be taken at this time 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

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] March 29, 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 were able to resolve the situation If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Riley Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] October 17, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ' complaint to usWe have carefully reviewed the request and have the following responseWe apologize that our service did not meet Mr [redacted] ' expectations and we appreciate him taking the time to share his concernsWe 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 regret any frustration caused by the unexpected DNA results that Mr [redacted] receivedWe calculate a person's DNA results by comparing their DNA to the DNA of a group of individuals with documented ancestries from specific regions and ethnic groups around the worldUsing their data as a reference, we are able to analyze specific markers in a person's DNA and recognize how these markers correlate with specific ethnic groups, therefore providing them with their resultsIn this situation, Mr [redacted] ' DNA came back 84% Middle East, 12% Africa North, 3% European Jewish,

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] August 9, 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 a member connects a family tree to their AncestryDNA results, our service can generate what are called “Shared Ancestor Hints”, which identify potential avenues for research based on the information family tree linked to the members DNA resultsIt does so by comparing their DNA results and family trees to the family trees of their DNA matches Since the time Ms [redacted] originally contacted us, we have filed two separate error reports to help identify and address the issues she is encountering with her Shared Ancestor Hints and the time it takes for them to updateAt this time, our developers are still currently working to resolve this issue and improve the serviceWe additionally have outlined for Ms [redacted] that it can take time for the results to populate appropriately on the website after unlinking and relinking her tree to the DNA results We would also like to make Ms [redacted] aware that frequent tree relinking causes us to re-analyze her DNA data against her matches each time and thus reduces the consistency of the data presented We sincerely regret the frustrating experience that Ms [redacted] has encounteredMs [redacted] has been given a total of four months of free access to our website to dateThis is a value of $that was given as a courtesy to her, due to the technical issues she has experienced Unfortunately, we are not able to accommodate Ms***’s refund request as she has both received her results and been actively using both our DNA and subscription services, but want to assure her that we appreciate her feedback and suggestions concerning the DNA serviceHer feedback is being shared internally 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 ###-###-#### Sincerely, Dallas Executive Response Team Ancestry

Title: Monty, Executive Office Response Team Contact Phone: 801-705-Contact Email: [email protected] December 13, RE: [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, and followed all lab guidelines to provide Mr [redacted] with accurate results After receiving his DNA results, Mr [redacted] requested that we send him a letter confirming a relationship for someone that he matched with through our DNA testing We carefully reviewed his request and let him know that we were unable to provide the letter he required as this is not part of the service we provide, due to the fact that we do not have a conclusive method for identifying who provided the DNA sample for testing In light of the fact that we are unable to provide the letter he requested, we would be willing to provide him will a full refund for his DNA test, as we recognize that there are other DNA companies who may be able to provide him with the information he requiresIf Mr [redacted] would like to take advantage of the refund offered, please respond to this complaint If 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, Monty W [redacted] Executive Response Team Ancestry.com

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 even though I have still not received the refund of $149.00, I am going to trust that Ancestry.com will provide that as well as the offer for a free year of service Sincerely, [redacted]

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] October 17, RE: [redacted] - Case: [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 Our records indicate that Ms [redacted] signed up for a day free trial on May 23, We have reviewed our records, and were unable to locate a cancellation attempt by phone, email, or online by Ms [redacted] , and the subscription therefore continued to bill for the next monthsMs [redacted] was given a refund for one month in the amount of $in a previous phone call In light of the circumstances, and as a courtesy to Ms [redacted] , we have processed a refund for the remaining charges of $for a total refund 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 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, Drew Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 10, RE: [redacted] - [redacted] To Whom It May Concern, Thank for forwarding Mr***’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 Mr [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 difficultiesIn reviewing Mr***’s account, we are able to see and access hints for most people in his treeThe following article contains instructions of viewing and working with hints on Ancestry [redacted] Since we are not able to duplicate the issue that he has reported, we would assume that it is an issue with his browser and the way it’s displaying his information In order to ensure that his browser is optimized to work with the Ancestry website he can go through the instructions in the following link: [redacted] Again, we regret the frustration that Mr [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 EST Sincerely, Allison Executive Response Team Ancestry.com Tell us why here

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 6, 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 inconvenience or frustration that has occurred from this situationWe appreciate you taking the time to share your concerns Our goal is to provide a consistently reliable product and an exemplary level of customer service Based on the events Ms [redacted] has described, we did not meet this goalYour comments regarding her recent experience will be used for coaching and training our employees Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued an additional 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 S [redacted] Executive Response Team Ancestry

Title: Shaun, Executive Office Contact Phone: ###-###-#### Contact Email: [redacted] July 15, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding ***’s complaint to usAs a company, we strive to serve our customers’ best interests When signing up for a membership on Ancestry, members are required to confirm that they have viewed and accepted Ancestry’s Terms & Conditions, which explain that all of our subscriptions renew automatically unless canceledBecause of these terms, our members are responsible for canceling online, or by contacting us via email at [email protected] or phone our toll-free number ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing periodThe registration process also states multiple times that the subscription will automatically renew According to our records, no contact via online cancellation, email, or phone call was received from [redacted] indicating a desire to cancel prior to the last renewal on 7/10/ At this time, the account has been canceled as of 7/15/2016, 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 an additional refund in the amount of $for the last billing in JulyThe confirmation number for this transaction is***-***- [redacted] 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 ***’s account The access to the databases associated with this membership has been terminated effective immediately and [redacted] will have no future billing from AncestryBecause we want [redacted] to have success with family research, [redacted] 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

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] January 26, 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 Ms [redacted] has experienced in this situation We calculate a person’s DNA results by comparing their DNA to the DNA of a group of individuals with documented ancestries from specific regions and ethnic groups around the worldUsing their data as a reference, we are able to analyze specific markers in a person’s DNA and recognize how these markers correlate with specific ethnic groups, therefore providing them with their results In Ms [redacted] ’s case, her DNA results came back 100% Asia EastAt present, we are unable to break down this ethnicity into more specific regions, but as new data becomes available and the science behind ethnicity estimation improves the ethnicity estimate may be refined in greater detailThese updates are made as we are able, and we do not have a firm timeframe in which we will be able to update these results For more information about how we calculate the DNA results, we have provided the links below which document this process in greater detail: Unexpected Ethnicity Results AncestryDNA Ethnicity Estimate Help and Tips Ms [redacted] ’s DNA 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 membersThese members and the connections made through DNA may hold information to help her make new discoveries about her family’s past, your cultural roots, as well as confirm information in her family tree We regret to inform Ms [redacted] that we are unable to issue a refund for her DNA testAs we are not the party who collected or charged Ms [redacted] for the DNA kit, we are not in a position to issue a refundWe recommend she contact Amazon to receive a refund for her purchase In light of the circumstances, we would like to offer Ms [redacted] a complementary six month World Deluxe subscription (a value of $149.00) at no cost to herTo redeem this offer, we ask that she email us directly at [email protected] World Deluxe subscription provides members 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 want Ms [redacted] to know that we value her as a member of Ancestry 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 1-800-262- Sincerely, Riley Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 19, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’ complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We regret any frustration that this situation may have caused Ms [redacted] We have reviewed our records and are happy to inform Ms [redacted] that her results finished processing and were posted to her Ancestry account on February 18, To access the results, she can click on the link below and sign into the account she used to activate her AncestryDNA testIf Ms [redacted] does not remember her Ancestry login credentials, we can help you get signed into her account Click Here to View Your AncestryDNA Results From here, Ms [redacted] will be able to delve deep into your results including her Ethnicity Estimate, Genetic Communities, and DNA MatchesFor her reference, we have also included the following link to a collection of articles that can help address any questions she may have regarding the results DNA Foundations In light of the circumstances, we would like to offer Ms [redacted] a complimentary month of World Deluxe subscription (a value of $34.99) at no cost to herTo redeem this offer, 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: Morgan, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] June 5, 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 regret the difficulty and frustration that Ms [redacted] experienced with her unwanted renewalOur records indicate that Ms [redacted] signed up for a semi-annual U.SDiscovery membership on March 31, It appears that Ms [redacted] allowed her subscription to renew on September 21, 2017, which was then scheduled to renew again on March 21, We do not see a successful cancellation attempt for this subscription, so it renewed as scheduled on March 21, 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 a large 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, Morgan Executive Response Team Ancestry

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The company any has issued me a full refund Sincerely, [redacted]