Rosetta Stone, Ltd

Dear [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding confusion surrounding an advertisement for Rosetta Stone language-learning software Due to a technical error on a Rosetta Stone advertisement e-mail, the full price did not display in the e-mail for some of our customersHowever, upon adding the product to the cart prior to check out, through the specified URL, the correct price point was displayedTo thank [redacted] for bringing this to our attention, we have extended our product to her for the $and have corrected this glitchWe apologize for any inconvenience this may have causedI am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter and that the Customer’s issues were resolved Respectfully submitted, Alicia J***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: again't do you actually not read the complaintI DID call not days after the initial order which is within your day guarenteeI spoke to a representative not only that time who said that they had canceled my order I've called numerous times not only on the phone which I've got records of but online messegez as well to customer service for MONTHSthis should of been canceled on says after the original order took place instead I've been bounced around and have had money stolen from my account because you did not keep your guarentee that easyRefund my total amount like I've been calling and asking for for months or I will have no other choice than to contact my bank Regards, [redacted]

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd (“Rosetta Stone”) regarding her dissatisfaction that Rosetta Stone no longer offers support for the Version Personal Edition program her family purchased many years ago As stated on our website, Rosetta Stone is committed to continually advancing and improving our software technology and adding new productsUnfortunately, this means we can’t continue to support some of our older platforms or outdated operating systems As of June 30, 2012, Rosetta Stone Version is no longer supported by Rosetta Stone However, Rosetta Stone continues to maintain the Version self-service portal and Knowledge Base for those of our customers who are still using Version We have also offered our Version Personal Edition and Version TOTALe products at deeply discounted prices for our Version customers While we cannot provide new products or software upgrades for free as requested by [redacted] ***, she is able to take advantage of our most up to date software to continue her learning by purchasing the upgrades offered to her I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter Respectfully submitted, Alicia J***

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding some confusion surrounding the mobile application of our product Our customer care department reached out to [redacted] upon receipt of this complaint and was informed by [redacted] that Google was going to provide him a refund for the app he purchased and he plans to repurchase the mobile product through Rosetta Stone in order to access the features he desires Rosetta Stone apologizes for any inconvenience caused and would like to wish [redacted] all the best in his language learning endeavors I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matterRespectfully submitted, Alicia J***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: The company is either misrepresenting their polices or purposely lyingNo exception was needed to refund the renewal because I contacted the company about the discrepancy within their reported day windowThe renewal was not authorized by me and is fradualantI have never received renewal messages regarding the service or agreed to any automatic renewal policyThis was not stated or provided by the company at any point in my original purchaseI never once accessed the service in because I did not authorize the chargeThe only way I noticed the charge was by bank activity notificationRosetta Stone is purposely misleading and deceiving customers by fradulently collecting payments with unreported or noticed renewalsIf they do not plan refund this illegal collection, I will exhaust all options to hold this company accountable Regards, [redacted]

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) after not being refunded for his returned product Upon receipt of this complaint, we initiated an internal inquiry and found that [redacted] tracking number did in fact indicate that the product was returned to our warehouse Our records indicate that we initiated a refund for the customer on January 30, We apologize for any inconvenience this may have caused [redacted] I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter Respectfully submitted, Alicia J***

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his desire to be refunded for his purchase including his shipping costsOur records indicate that [redacted] has been refunded for the [redacted] BooksRosetta Stone is also not requesting he send the books back so he may keep the books at no chargeWe apologize for any inconvenience caused and wish [redacted] all the best on his language learning endeavorsI would be happy to provide any additional information that may be required We trust that the foregoing provides clarification with respect to the resolution of this issue, and respectfully request that this resolution is reflected in the Revdex.com recordsRespectfully submitted, The Rosetta Stone Legal Department

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding technical difficulties with his product Upon receipt of the complaint, we immediately initiated an internal inquiryOur records indicate that due to the program being purchased in May of 2013, we were unable to provide [redacted] a refundWe were however able to provide [redacted] a complimentary month subscription to our online TOTALe productRosetta Stone would like to convey our regrets for any inconvenience he may have experienced I would be happy to provide any additional information that may be required We trust that the foregoing provides clarification with respect to the resolution of this issue, and respectfully request that this resolution is reflected in the Revdex.com records Respectfully submitted, Alicia J [redacted] Paralegal

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his desire to be refunded for renewal fees automatically charged to his accountOur customer care department has been in contact with [redacted] and as a result of his attempt to cancel in August during a period of time where there was a glitch in our chat systems, we issued an exception for this customer and refunded [redacted] ’s accountRosetta Stone would like to apologize for any inconvenience this may have caused [redacted] I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: the company should give me a full refund.Regards, [redacted]

[redacted] , 0.0001pt;"> [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his desire to cancel his online TOTALe subscription that he has utilized since February of Upon receipt of this complaint, our customer care department initiated an internal investigationWe unfortunately found no record of [redacted] contacting us regarding his desire to cancel his subscriptionWe would like to point out that Rosetta Stone does offer our subscribers the ability to manage, and even cancel their accounts, through various means including within the actual product Our customer care department has reached out to [redacted] to inform him that we have cancelled his subscription per his request and our records no longer reflect any monies due to Rosetta StoneWe apologize for any inconvenience this may have caused [redacted] I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter Respectfully submitted, [redacted]

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding her dissatisfaction that Rosetta Stone only offers three months of complimentary [redacted] Mobile Companion and that this policy was not properly disclosed to her The confirmation email [redacted] references in her complaint states the that “Free month access trial to World, Studio and Mobile, must be claimed within months from the date of purchase”We apologize for any confusion regarding this policy during [redacted] ’s purchasing experienceFor the inconvenience and confusion, Rosetta Stone has offered [redacted] three additional free months of access followed by additional months of access at reduced rates Rosetta Stone would like to wish [redacted] all the best in her language learning endeavors I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter Respectfully submitted, Alicia J***

Rosetta Stone has now responded to [redacted] 's previous complaint. Please see this response below. [redacted] filed a complaint identified by... the above referenced case number against Rosetta Stone Ltd. (“Rosetta Stone”) regarding her desire to be refunded for her language learning software purchase. Our records indicate that [redacted] purchased her product on March 8, 2015. Per usual procedure for an installment plan, Rosetta Stone did a pre-authorization on [redacted] ’s card in the full amount of $211.44. This pre-authorization was immeidately reversed and a charge of $52.24 was posted to her account for the first installment payment. [redacted] should confirm with her bank that no money was permanently withdrawn during the pre-authorization. Our records indicate that all five installment payments were successfully withdrawn before [redacted] contacted Rosetta Stone in July regarding her desire to return her product. Rosetta Stone does offer a 30 day money back guarantee to all of our customers but unfortunately [redacted] did not contact us within this window. Our customer care department was therefore unable to issue her a refund at the time of her call. I am happy to provide any additional clarification that may be required. We trust that the foregoing provides clarification with respect to this issue, and respectfully request that the RevDex.com records reflect that our Company has acted appropriately with respect to this matter. Respectfully submitted, Alicia J***

See Attachment Fwd: Complaint # [redacted] Inbox x Revdex.com of Metro Washington DC Jul (days ago) tome ---------- Forwarded message ---------- From: [redacted] < [redacted] > Date: Wed, Jul 2, at 9:AM Subject: Complaint # [redacted] To: [email protected] The business has refunded my payment in full Please close the complaint Thank you for looking into the matter – it has been resolved to my satisfaction [redacted] ###-###-####

From: J***, Alicia < [redacted] @rosettastone.com>Date: Tue, Dec 29, at 4:PMSubject: Rosetta Stone Response to Amy Flack- Complaint ID: [redacted] To: [email protected] [redacted] ,Please excuse the delay in response to this complaintBelow is Rosetta Stone's responseThanks,Alicia [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding a collections notice that she received Rosetta Stone has written off the amount of $on [redacted] ***'s accountRosetta Stone apologizes for any inconvenience caused and would like to wish [redacted] much success on her language learning endeavorsI am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matterRespectfully submitted,Alicia J***-- Alicia SJ***Paralegal Desk: ###-###-####aj***@rosettastone.com

See Attachment Rosetta Stone Ltd.- Response to Complaint no [redacted] - [redacted] Inboxx [redacted] ** [redacted] I apologize for my delay in my below responseCould you please confirm that this will be reflected in our records?Thank you,Alicia [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding her dissatisfaction with her Rosetta Stone langage learing software [redacted] has requested a refund.According to our records, [redacted] did not purchase her program directly from Rosetta StoneAs stated on our website, Rosetta Stone cannot return purchases from our authorized retailers due to their governing policies and termsOur customer care department has advised [redacted] to work with Barnes and Noble directly regarding her refund.Rosetta Stone would like to convey our regrets that [redacted] did not feel that she was able to adequately learn from our language learning softwareWe encourage her to reach back out to our customer care department if she desires more support.I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matterRespectfully submitted, Alicia J***-- Alicia SJ***Paralegal [redacted] Please consider the environment before printing this e-mail This e-mail and any attachments thereto are intended only for use by the addressee(s) named herein and may contain legally privileged and/or confidential informationIf you are not the intended recipient of this e-mail, you are hereby notified that any dissemination, distribution or copying of this email, and any attachments thereto, is strictly prohibitedIf you receive this email in error please contact the sender by reply email and destroy all copies of the original message

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) after being sent the incorrect language and having difficulty reaching a customer care agent to report the mishap Upon receipt of this complaint, we were informed by our customer care department that they had reached out to [redacted] and had processed an exchange for him for the correct languageWe apologize for any inconvenience this error caused [redacted] and we wish him the best of luck in his language learning endeavors I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter Respectfully submitted, Alicia J***

Dear [redacted] , 255);"> [redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his dissatisfaction that Rosetta Stone no longer offers support for the Version Personal Edition program he purchased approximately ten years agoAs stated on our website, Rosetta Stone is committed to continually advancing and improving our software technology and adding new productsUnfortunately, this means we can’t continue to support some of our older platforms or outdated operating systems As of June 30, 2012, Rosetta Stone Version is no longer supported by Rosetta StoneHowever, Rosetta Stone continues to maintain the Version self-service portal and Knowledge Base for those of our customers who are still using Version We have also offered our Version Personal edition and Version TOTALe products at deeply discounted prices for our Version customersWhile we cannot provide new products or software upgrades for free as requested by [redacted] , he is able to take advantage of our most up to date software to continue his learning by purchasing the upgrades offered to him I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter Respectfully submitted, [redacted] Legal Assistant

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd (“Rosetta Stone”) regarding her dissatisfaction with the long hold time she experienced while trying to update her billing information Upon receipt of the complaint, we immediately initiated an internal inquiry Our records indicate that our collections department has since been in contact with [redacted] and her credit card information has been updatedAs a result, her account is no longer past dueRosetta Stone would like to convey our regrets for any inconvenience [redacted] experienced I would be happy to provide any additional information that may be required We trust that the foregoing provides clarification with respect to the resolution of this issue, and respectfully request that this resolution is reflected in the RevDex.com recordsRespectfully submitted, Alicia J [redacted] Paralegal

[redacted] filed a complaint identified by the above referenced case number against Rosetta Stone Ltd(“Rosetta Stone”) regarding his desire to obtain a refund for his month TOTALe online access According to our records, [redacted] has since received a full refund for the purchase price of his productWe apologize for any inconvenience this delay has caused [redacted] I am happy to provide any additional clarification that may be requiredWe trust that the foregoing provides clarification with respect to this issue, and respectfully request that the Revdex.com records reflect that our Company has acted appropriately with respect to this matter and that the Customer’s issues were resolved Thank you, Alicia J***