Ancestry.com

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 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 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 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 Sincerely, [redacted] ***

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 situationWe have been experiencing high wait times due to the larger than expected response to our AncestryDNA Summer Promotion 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:As stated in my complaint I did not sign up for your servicesMy email account was hacked and please read the email and complaintI never signed up for your servicesSomebody else signed up my services and charged your services to my card along with other accounts/businesses that were signed up as wellThe bank is not refunding any money at this time and there is no disputeThe bank is waiting for you to make your refund back to meYou guys did refund one payment to me which I appreciate however because this was a fraudulent account you have an obligation to refund the moneyIf you'd like to try to get the money out of the person who hacked into my account then that would be fine by me Sincerely, [redacted]

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] August 10, 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 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 At this time, PayPal does not allow for Archives.com to issue a refund for a charge that occurred over six months agoTherefore, we are not in a position to offer any additional refundIn light of the circumstances, we are willing to provide Ms [redacted] with free years to Archives.com (a value of $159.98) at no costTo take advantage of this offer, we ask that she email us directly at [email protected] We want Ms [redacted] to know that we value her as a member of Archives.com and wish her well in her 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

Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-Contact Email: [email protected] October 10, 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 are issuing him an additional refund in the amount of $through check, which he should receive within the next weeks 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

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] March 8, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***'s response to us At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard As a courtesy to Ms***, we have made an exception to our refund policy and have issued an additional refund in the amount of $Please note that it can take between 3-business days for these funds to become available within your financial institution, depending on their refund policies and procedures 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 Archives.com, please do not hesitate to contact us at 1-800-262- Sincerely, Drew S [redacted] Executive Response Team Ancestry

Contact Name and Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 28, RE: [redacted] *** - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms ***’ complaint to us We have carefully reviewed the request and have the following response 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 that Ms [redacted] activated a U.SDiscovery free trial on December 25, through a third party such as iTunes When a member activates an Ancestry subscription through a third-party (such as iTunes, Google, or Amazon), they will be billed automatically after the free trial, 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***’ order was processed through iTunes, Google, or Amazon, she will need to contact them regarding the cancelation Unfortunately, we are unable to process a refund for any recent charges, as we do not have access to these billing systems To assist Ms***, we have provided instructions below on how to cancel a subscription purchased through a third party: 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, Riley Executive Response Team Ancestry

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the proposed resolution of the three month subscription valid beginning on the date of the DNA result release and ending, without renewal, after three consecutive months to be satisfactory to me Sincerely, [redacted]

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 5, RE: [redacted] *** – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’ response 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

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] ’ complaint to us At 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 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, Drew S [redacted] Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-ANCESTRY (1-800-262-3787) Contact Email: [email protected] November 2, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We sincerely regret any frustration caused by this situation and apologize for any miscommunication regarding our products and servicesTo clarify, you are able to purchase, activate, and receive results for a DNA test without ever purchasing a subscription or starting a free trial for our subscription service Sometimes, if our members attempt to activate their DNA tests while not being signed into their Ancestry account, they may be prompted to start a free trial depending on the part of the website they accessWe wish to assure Ms [redacted] that she will receive her results automatically and without needing to input her card informationFor more information, please refer to the following article: AncestryDNA and Subscriptions If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Dallas Executive Response Team Ancestry

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 meAlthough advertising is a crime and you should be held responsible by law Sincerely, [redacted]

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] January 16, RE: [redacted] ** [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to us We sincerely regret the frustration that she has experienced in this situation We can confirm Ms [redacted] ’s activation of her replacement testUnfortunately, we have not received this new sample at the lab, therefore, we are unable to proceed with the testing processSince it appears that Ms [redacted] ’s new sample was lost in transit, we are happy to send a complimentary replacement kit to herThis new kit will need to be accepted on Ms [redacted] ’s Ancestry account once we submit the request If Ms [redacted] should choose to discontinue her AncestryDNA experience, we are willing to provide her with a full refund in the amount of $To confirm the acceptance of either option outlined above, we ask Ms [redacted] to contact us directly at [email protected] 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, Morgan Executive Response Team Ancestry

Contact Name and Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 13, RE: [redacted] - 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 and wish to assure Ms [redacted] that we will do everything we can to resolve this situation quickly Based on the information Ms [redacted] has provided us, we cannot locate the described account at ArchivesWe ask that she please provide any of the following information: Order Number or Cancel Confirmation number Full Name on Ancestry Accounts Full Address, Including Zip Code Any Alternate Email Addresses or Usernames Used The Type of Credit Card Charged The First Six and the Last Four Digits of the Credit Card Billed (including any old card numbers for the account) The Most Recent Billing Date and Amount In addition to these account details, we ask that Ms [redacted] obtain an Acquirer's Reference Number (ARN) for these specific transactionsThis number is given to our company by a financial institution when a transaction is processedThis number typically starts with a “B-” and is to characters longThis can be obtained directly through Ms [redacted] ’s financial institution, though she may need to speak to a managerThis number will make it easier for us to locate these specific charges We ask that she please forward this information to us directly at [email protected] we have received this additional information from Ms [redacted] , we will revisit her original inquiry to determine whether we may be able to address the issue(s) 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, Morgan Executive Response Team Ancestry

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] October 27, 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 response We as a company have our customers in the bests of interest We apologize for any inconveniences that have occurred from this situation We are able to confirm that the additional check of $was processed and is in transit to Mr [redacted] the following address: [redacted] We regret the delay in the shipping of the second check, and wish to inform Mr [redacted] he should be receiving the check within the next 3-business daysWe want Mr [redacted] to know that we value him as a member and appreciate his patience If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Dallas Executive Response Team Ancestry

Contact Name and Title: 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***’s response 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 As stated in our previous response, we calculate the DNA results using a scientific model that includes multiple quality checks and a calculation of statistical variability known as the rangeThe results that are calculated from this data by AncestryDNA do have the capability to match related individuals, however, our test is not proctored and therefore cannot be used for any legal purpose For your reference, we have included documentation in the links below about how we calculate our results, as well as the science behind our DNA testingWe want you to know that we value you as a member of Ancestry and wish you continued success in your research DNA Foundations Ancestry DNA Ethnicity Estimate White Paper Ancestry DNA Matching White Paper Ancestry DNA Circles™ White Paper 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] April 9, 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 regardWe apologize that our service did not meet her expectations and we appreciate her taking the time to share her concerns Our goal is to provide a consistently reliable product and an exemplary level of customer serviceBased on the events Ms [redacted] describe, we did not meet this goal As a courtesy to Ms [redacted] , we have issued a refund in the amount of $back to the account that was originally billedThe confirmation number for this transaction is [redacted] The access to the databases associated with this membership has been terminated effective immediately, and Ms [redacted] will have no future billing from AncestryPlease note that it can take between 3-business days for these funds to become available within her financial institution, depending on their refund policies and procedures We always appreciate any opportunity to assist our members in discovering, preserving and sharing their family historyIf at any time in the future Ms [redacted] becomes interested in researching or saving her family history, she may continue to use the free services found on Ancestry even now after her subscription has ended If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Riley Executive Response Team Ancestry

Contact Name and Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 2, RE: [redacted] ***- Case - [redacted] To Whom It May Concern, Thank you for forwarding Mr***’ complaint to us We have carefully reviewed the request and have the following response At Ancestry, we strive to always provide excellent customer service We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously We regret the disappointment Mr [redacted] experienced due to his DNA resultsAt Ancestry, we use the most up to date technology available to provide our members with an accurate representation of their ethnicity resultsIn time and with further research and testing we hope to be able to provide all of our members with more specific ethnicity results We created Mr***’ genetic ethnicity estimate by comparing his DNA to the DNA of people in our reference panel, as explained in the articles referenced below, which may also be found on our website As new data becomes available and the science behind ethnicity estimation improves, his ethnicity estimate may be refined To learn more about the research behind our AncestryDNA test, we recommend that Mr [redacted] review the following help articles found in the links belowMr [redacted] can also find this information through the Help link located at the top-right of your DNA ethnicity estimate on our website https://support.ancestry.com/s/article/Why-are-my-AncestryDNA-ethnicity-results-...⇄ https://support.ancestry.com/s/article/Viewing-Ethnicity-Results-from-AncestryDN...⇄ https://www.ancestry.com/dna/resource/whitePaper/AncestryDNA-Ethnicity-White-Pap...⇄ We also have additional resources, which Mr [redacted] may find helpful through our Ancestry Academy If Mr [redacted] chooses to discontinue using his AncestryDNA results, they can be deleted by clicking the settings button on his DNA home page If this is the option Mr [redacted] chooses, we would be happy to process a full refund for the test he purchasedWe ask that Mr [redacted] let us know that his results have been deleted and we’ll be happy to process the refund We want Mr [redacted] to know that we value him as a member of Ancestry and regardless of what he chooses; we wish him success 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, Kate Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] January 23, RE: [redacted] [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe apologize that our service did not meet her expectations and we appreciate her taking the time to share her concerns Our goal is to provide a consistently reliable product and an exemplary level of customer serviceBased on the events she described, we did not meet this goal As courtesy to Ms [redacted] , we have issued a refund in the amount of $back to the account that was originally billedThe confirmation number for this transaction is [redacted] Please note that it can take between 7-business days for these funds to become available within Ms [redacted] ’s financial institution, depending on their refund policies and procedures 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 1-800-262-3787, seven days a week, AM to PM EST Sincerely, Riley Executive Response Team Ancestry