Ancestry.com

Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 23, 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 happily provide information regarding our DNA testing and the results you can expect to receive to anyone interested in our test before a purchase is made For Mr [redacted] ’s convenience we have provided a link to this information, which is located on our DNA home pagedna.ancestry.com As Mr [redacted] is specifically concerned with the ethnicity portion of our test, he can access the ethnicities we test for by clicking on the link entitled “See all ethnic regions” in the “Uncover your ethnic mix” section in this link We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Mr [redacted] with accurate results Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expectingThe following links can help him understand his results and why he may not have received the results he was expecting Unexpected Ethnicity 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 shareAs Mrand Mrs [redacted] ’s DNA tests were 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 himself, we have provided the following link AncestryDNA Terms and Conditions 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 done As 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, Drew S [redacted] Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-Contact Email: [email protected] September 15, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We have personally contacted Mr [redacted] regarding his concerns, and were able to resolve the situationWe have shared his feedback internally as he has requested for further review and consideration If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-877-283- Sincerely, Dallas Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Email: [email protected] December 20, RE: [redacted] - [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usAt Ancestry.com, 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 situationOur records indicate that a refund of $was issued back to the card ending in [redacted] on December 16, For Ms [redacted] ’s convenience, we have provided an Acquirer's Reference Number (ARN) below This number is given to our company by a financial institution when they receive the funds; in her particular situation, the number is: [redacted] If Ms [redacted] is further interested in tracking her refund, we would suggest she contact her financial institution and referring to the numbers givenThey will be able to provide her with answers to any additional questions regarding her refund At this time the account has been canceled as of December 16, so there will be no further renewals or chargesThe confirmation number for this transaction 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 1-800-262- Sincerely, Riley 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] April 12, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response As a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that have occurred from this situation When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number 1-800-262-prior to the renewal date if they do not wish to continue the subscription for the next billing period According to our records, no online cancelation or phone call was ever received indicating Ms [redacted] ’s desire to cancel Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Ms [redacted] in the amount of $for the past monthsThe 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

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email:[email protected] March 30, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response We sincerely regret the frustration Ms [redacted] has experienced as a result of our extending the wait times for DNA kit processingAt Ancestry, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously In light of the difficulty and frustration Ms [redacted] has experienced as a result of this delay, we would like to offer her a complimentary three month extension to her current membership (a value of $104.97) A membership also provides additional benefits to the DNA results such as Shared Ancestor Hints, DNA Circles, and New Ancestor DiscoveriesIf Ms [redacted] would like to read more about these added benefits, we have provided a link to the following article: AncestryDNA and Subscriptions Our processing time for DNA kits has been extended due to the high volume of kits we've receivedWhile waiting for her kit to process, we invite Ms [redacted] to explore Ancestry with this complimentary subscriptionTo redeem this offer, please email our Executive Office directly [email protected] We will notify Ms [redacted] by email once the testing begins, and she may check the status of her DNA test at any time by logging into her account and selecting "DNA" in the top left corner If Ms [redacted] feels this delay in our lab processing is impacting her experience to the point where the product no longer works for her, we would be willing to provide her with a full refund of her test in the amount of $In order to redeem this offer, however, we ask that she first delete her test from the website If Ms [redacted] would like to pursue this refund, we ask that she email us [email protected] the test has been deletedShe may delete the DNA results by first logging into her Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the pageOn this page, there an area on the right-hand side with a button labeled Delete Test ResultsShe may then simply click on this button and enter her Ancestry password to confirm the deletion of her test If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew S*Executive Response TeamAncestry

Title: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] June 13, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr***’s complaint to usWe regret any frustration that Mr [redacted] has experienced due to receiving Ancestry’s marketing emails In researching Mr***‘s account, his email address [redacted] was added to our Do Not Contact list June 13, We ask that he please allow 7-business days for all emails to cease concerning this accountIf he receives emails in the future, it will only be in regards to legally required transactional emails (i.eorder confirmations, renewal notices, password recovery, etc.) If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-#### Sincerely, Jill Executive Response Team Ancestry Tell us why here

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 30, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to us We have carefully reviewed the request and have the following response As a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that have occurred from this situation Based on the information provided in Ms [redacted] ’s complaint, we cannot locate an account in her name at AncestryWe ask that she provides the following information: Order Number or Cancel Confirmation number Full Name on Ancestry Accounts Full Address, Including Zip Code Any Email Addresses or Usernames Used Last digits of credit card charged Last date and amount charged Type of card charged (VISA, Mastercard, American Express, Discover) Once we have received this additional information, we will revisit the original inquiry to determine whether we may be able to address the issue raised 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

Complaint: [redacted] I am rejecting this response because: Their response is generic, which I received on the phone, and did not address my complaint about the discrepancy between my worthless result (stating I am 100% Asian with a big circle around Asia and their claims to what the test will reveal in their advertisements and on the show America's Next Top ModelAlso, how they do not (but should) state as a disclaimer that there will be little to no new genetic information discoveries made and matches for people who aren't of apparent mixed ethnicity and whose families are not from USA [redacted]

This is deceiving the publicThey know that this is wrong This is why the world is concerned with "Fake News"You cannot trace your ancestry to 80ADSomeone is making these up and posting themThey need to stop thisNot me!

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 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 Our records indicate that Mr [redacted] first contacted us about this issue on August 23, 2017, and was given a full refund for the DNA test in the amount of $over the phonePer his request, we have processed an order to send a free replacement test to his daughter’s address at no cost to him We want Mr [redacted] to know that we value him as a member of Ancestry and wish him well in his family history research If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew Executive Response Team Ancestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 30, 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 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 periodAccording to our records, no online cancelation or phone call was ever received indicating Ms [redacted] ’s desire to cancel Our records also indicate that Ms [redacted] contacted our customer service and was issued a refund in the amount of $to the card ending in For your convenience, we have provided the Acquirer's Reference Numbers (ARNs) below These numbers are given to our company by a financial institution when they receive the funds; in your particular situation, the numbers are: [redacted] , [redacted] If Ms [redacted] would like to further track her refund, we would suggest contacting her financial institution and referring to the numbers givenThey will be able to provide her with answers to any additional questions regarding the refund Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued an additional 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 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

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 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 sincerely regret the frustration Ms [redacted] has experienced as a result of our extending the wait times for DNA kit processingAt Ancestry, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Ms [redacted] in the amount of $for the past six months The confirmation number for this transaction is [redacted] Depending on the payment method she used for this membership, please note that it may take up to 5-days for this credit to post to her 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 S [redacted] Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] January 12, 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***s 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

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com November 30, RE: [redacted] - [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 many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renewOur records indicate that Ms [redacted] signed up for a US Deluxe trial membership on 7/27/ 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, by email at [redacted] @ancestry.com 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 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 have made an exception to our refund policy and have issued a refund in the amount of $***Depending on the payment method used for this membership, please note that it may take up to 3-business days for this credit to post to her accountThe confirmation number for this transaction is:***-***- [redacted] If we are unable to process the refund to her original method of payment, then we will mail a check to the address on file for her account, which can take 2-weeks to be received The access to the databases associated with this membership has been terminated effective immediately and Ms [redacted] 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

Contact Name and Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted] June 20, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to us We have carefully reviewed the request and have the following responseAt Ancestry, we strive to always provide excellent customer service We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously We sincerely regret any frustration that Mr [redacted] has experienced in this situationWe have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renewOur records indicate that Mr [redacted] started a 6-month US Deluxe subscription on November 28, 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 cancelIn reviewing our records, we were unable to locate a successful cancellation attempt on Mr [redacted] ’s partThis would have resulted in a cancellation number being given to him both on screen and via emailBecause we are committed to providing excellent customer service, we have processed a refund for Mr [redacted] in the amount of $Depending upon the payment method he used for this membership, it may take up to 3-business days for this credit to become accessible within his financial institutionThe cancellation number for this is:***-***-*** Because we want Mr [redacted] to have success with his family research, he will have continued access to his Ancestry account as a registered guest If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####Sincerely, JillExecutive Response TeamAncestry Tell us why here

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com August 28, RE: [redacted] -- [redacted] To Whom It May Concern, Thank for forwarding Ms [redacted] ’s response to usWe have carefully reviewed the response and have the following response At 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 the New AncestryAs she has expressed concerns about getting a full copy of her tree off of the site before the Old Ancestry is retired, we are happy to help her to do so by providing her with a free Family Tree Maker download code so that she is able to download a copy of Ancestry’s Family Tree Maker software to her computerOnce she has done this she will be able to follow the instructions in the following link to download a full copy of her tree to her computer http://help.ancestry.com/app/answers/detail/a_id/4545/kw/downloading%20tree The following link will give her instructions on how to order a free copy of Family Tree Maker through an electronic downloadShe can use the following code in the coupon code field when ordering to purchase it for free: [redacted] http://help.ancestry.com/app/answers/detail/a_id/5400/kw/ordering%20ftm 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.com

May 5, 2015RE: [redacted] - Case # [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ***’s response to us We sincerely regret the frustration that Ms [redacted] has experienced in this situation Unfortunately, once a DNA test kit has been deactivated, we are unable to reactivate the kitIn order for Ms [redacted] to take the test,she will need to place a new orderPer our Terms and Conditions, if a member cancels their AncestryDNA test within the first days of placing their order, and before they return the DNA sample to AncestryDNA, the customer will receive a refund equal to the price paid for the AncestryDNA Test minus $Inthis case, we issued Ms [redacted] a refund of $ [redacted] Unfortunately, the $per test and shipping fee is nonrefundable Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and provide Ms [redacted] with the opportunity to purchase the DNA tests at $ [redacted] per test, plus shipping of $*** If Ms [redacted] would like us to accommodate her with the discounted price on her two kits, she is welcome to contact our Member Services Department by calling [redacted] Monday– Sunday 9am to 11pm (EST) and our agents will be able to assist Ms [redacted] with the discounted rate If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Executive Response TeamAncestry.com"Connection and Strengthening Families through the World Wide Web"

May 8, 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 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 [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 indicating your desire to cancel 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 are prepared to make an exception to our policies and issue a refund in the amount of $ [redacted] for the past four billingsThe confirmation number for this transaction is [redacted] Depending on the payment method you used for this membership, please note that it may take up to 3-days for this credit to post to your 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 [redacted] Sincerely, [redacted] Executive Response Team Ancestry "Connection and Strengthening Families through the World Wide Web"

Contact Name and Title: Deborah, 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 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 Our records indicate a free trial subscription was to our website was activated through iTunes or another third partyWhen a member purchase's an Ancestry subscription through a third-party (such as iTunes, Google, or Amazon), they will be billed automatically every month until they cancel their subscription All cancelations of those third-party subscriptions must be canceled through the website it was activated As Ms [redacted] ’s order was processed through iTunes, she will need to contact them regarding the cancelationUnfortunately, we are unable to process a refund for any recent charges, as we do not have access to iTunes's billing system and we are not the ones who collected or charged the funds for the subscription To assist Ms [redacted] , we have included the contact information for iTunes below Canceling a Subscription Purchased on iTunes, Amazon, or Google If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew Executive Response Team Ancestry

Complaint: [redacted] I am rejecting this response because: I never got a response back from them following my email to Customer Service on Jan to cancel my order, which they said was an option for me Sincerely, [redacted]