P I C S Investment Company

July 30, Revdex.com of Metro Washington, DC and Eastern PA K Street, NW 10th Floor Washington, DC Re: [redacted] # [redacted] To Whom It May Concern: We are writing regarding the complaint of ** [redacted] that was filed with your office on June 12, and transferred to our office for handlingThe complaint is regarding [redacted] concern that he continues to receive solicitation mailings from AARP after contacting them We have investigated his concern and welcome the opportunity to resolve this matter AARP makes every effort to comply with stop solicitation requestsWe apologize for any aggravation that these mailings may have caused him Our records indicate that an AARP account ( [redacted] 4) was created in the names of [redacted] *and [redacted] at [redacted] Fort Wayne, IN [redacted] in September/that expired in September/ The member later requested a change of address to [redacted] Fort Wayne, IN [redacted] in April/2008, and another request to suppress the changed address from future mailings was performed in our system on March 27, However, neither one of the aforementioned addresses are listed on the member’s complaint Our records also reflect that another account ( [redacted] ) was initiated by the member in February/based on a system match identifying the same date of births [redacted] elected to cancel this account on June 12, 2015, which generated a $refund that was prorated and issued as a result of the early cancellationThe address associated with this membership account is [redacted] Fort Wayne, IN ***, which is the same address referenced in the member’s complaint As of today, July 28, 2015, the names of [redacted] and [redacted] and the following addresses were added to all of AARP’s suppression files: [redacted] *** [redacted] Fort Wayne, IN *** Fort Wayne, IN [redacted] AARP also distributes “generic” promotional mail as part of our overall membership development program These pieces are distributed either in shared mail programs (i.epromotional mailings bundled with other special offers from other companies), or as inserts to subscription publicationsThese pieces are neither addressed to nor targeted to a particular person or household Although the language on some of these generic pieces does include an offer to “Renew your membership,” these are mass mailings rather than targeted solicitations and we do not know or have control over who receives the solicitation or if the recipient is already an AARP member or if they live in a 50+ household We ask that **and [redacted] please allow weeks for suppressions to take full effect We know weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers While we are able to suppress our own mailings very quickly, ending those of our providers takes longer Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month For this reason it may take a provider up to twelve weeks to delete mailings to a particular address If [redacted] should receive additional mailings after October 21, 2015, he may call me directly at ###-###-####, and it would be my pleasure to assist him further We ask that he please have the mailing available, as each notice has specific codes that will help us suppress his name and address more effectively If more convenient, he may send the mailing to me at the following address: AARP, Member Communications Ombudsman, E Street, NW B7-225, Washington, DC Again, we would like to thank you for bringing this matter to our attentionIt is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate Sincerely, Angelo *B [redacted] Member Communications [email protected]

February 19, 2018Revdex.comRe: [redacted] ID: [redacted] This letter is in response to a recent complaint to the Revdex.com, filed by Ms [redacted] After reviewing Ms [redacted] ’s complaint, we can certainly understand her concernIn an effort to assist, I have escalated Mr [redacted] ’s concerns to [redacted] Dental for their review and investigationAs we are not the insurance provider ( [redacted] Dental), we unfortunately cannot access their records to provide any detailed insights regarding the reimbursement costs of an out of network cleaningHowever, I have requested for [redacted] Dental to contact Ms [redacted] concerning this requestMs [redacted] should expect to receive a response from [redacted] Dental within the next few daysShould Ms [redacted] have any additional questions or concerns once she have received a response from [redacted] Dental we would advise her to respond directly to this complaint for further assistance.Thank you for bringing this issue to our attention Sincerely, Jazmine C***Member RelationsAARP Services, IncF Street, NW Washington, DC [redacted] @aarp.org

February 7, Re: [redacted] , File # [redacted] Dear Ms [redacted] : We are in receipt of your letter regarding the complaint of [redacted] that she continues to receive unwanted mailings from AARP despite her requests to have them stoppedWe welcome the opportunity to investigate this matter and respond AARP makes every effort to comply with stop solicitation requestsHowever, we do not have record of receiving any prior requests from Ms [redacted] for the address that she provided: [redacted] ** *** As requested, Ms [redacted] ’s name and address have been added to AARP’s suppression lists and the lists of our service providers Regrettably, we cannot recall any mailings already in progress and ask that she please allow weeks for the suppression to take full effect We know weeks sounds like an inordinate amount of time to stop mailings, but we must explain that direct mail bearing the AARP name and logo includes both our mailings and those of our member benefit providersWhile we are able to suppress our own mailings very quickly, ending those of our providers takes longer Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set If Ms [redacted] should receive any additional mailings after May 2, 2018, she may call me directly at [redacted] and it would be my pleasure to assist her further I ask that she please have the solicitation available at the time of her call as each mailing has specific codes that will help us to suppress her name more effectively We would like to thank you for bringing this matter to our attention It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate Sincerely, Darlene G [redacted] Member Communications Ombudsman [redacted] @aarp.org

August 10, Revdex.com of Metro Washington, DC and Eastern PA K Street, NW 10th Floor Washington, DC Re: [redacted] # [redacted] Dear [redacted] : We are writing regarding the complaint of ** [redacted] that was filed with your office on July 27, and transferred to our office for handlingThe complaint is regarding [redacted] ’s concern that she continues to receive numerous unwanted solicitation mailings from AARP after requesting that they cease We have investigated her concern and welcome the opportunity to resolve this matter AARP makes every effort to comply with stop solicitation requestsWe apologize for any aggravation that these mailings may have caused her On March 11, 2017, we stopped membership solicitations On July 27, 2017, we received an email to further stop promotional mailings At that time steps were taken to stop mailings from our service providers We unfortunately do not have a copy of the mailing that [redacted] received, and therefore our ability to research this further is hinderedAs of today, August 10, 2017, I can assure you that the name of [redacted] and the following address have been added to all of AARP’s suppression files: PO BOX [redacted] Cache, OK [redacted] We ask that [redacted] please allow weeks for suppressions to take full effect We know weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers While we are able to suppress our own mailings very quickly, ending those of our providers takes longer Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month For this reason it may take a provider up to twelve weeks to delete mailings to a particular address In addition to member solicitations and service provider mailings, AARP also distributes “generic” promotional pieces that are sent out in mass mailings as part of AARP’s overall membership acquisition program These pieces are neither addressed to nor targeted to a particular person or household They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail, or inserted inside a subscription newspaper or catalog Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50+ household Although the language on some of these generic pieces has in the past included an offer to “Renew your membership,” we have since revised that to explicitly state “Join or renew.” Revdex.com of Metro Washington, DC and Eastern PA Page If [redacted] should receive additional mailings after October 20, in the name of [redacted] , she may call me directly at ###-###-####, and it would be my pleasure to assist her further We ask that she please have the mailing available, as each notice has specific codes that will help us suppress her name and address more effectively If more convenient, she may send an email to [email protected] or mail it to the following address: AARP, Member Communications Ombudsman, E Street, NW B7-225, Washington, DC Again, we would like to thank you for bringing this matter to our attentionIt is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate Sincerely, Lauren *A [redacted] Member Communications Ombudsman

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted] Please also understand that I appreciate being a member of AARP and this has been the only issue I have had with any program offered by AARP

January 27, MsKayla Jackson Revdex.com of Metro Washington, DC and Eastern PA K Street, NW 10th Floor Washington, DC Re: [redacted] , ID # [redacted] Dear [redacted] : We are in receipt of your letter regarding Mary Brasker’s complaint that she continues to receive unwanted solicitations despite her efforts to have them stoppedWe have investigated this matter and welcome the opportunity to respond AARP makes every effort to comply with stop solicitation requestsHowever, we do not have record of receiving any earlier stop solicitation requests from [redacted] at the PO Box address that she provided in her complaintWe are sorry for any inconvenience these mailings may have caused and it is our pleasure to honor her request at this time As of January 27, 2016, the following names and address have been added to AARP’s suppression lists: ( [redacted] *and [redacted] at PO Box [redacted] Perrysville, IN ***)Regrettably, we cannot stop mailings already in progress and ask that [redacted] please allow weeks for the suppression to take full effect We know weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo includes both our mailings and those of our member benefit providersWhile we are able to suppress our own mailings very quickly, ending those of our providers takes longer Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and setThe first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third monthFor this reason it may take a provider up to twelve weeks to delete mailings to a particular address If for an unforeseen reason [redacted] should receive any additional mailings after April 20, 2016, she may call me directly at ###-###-#### and it would be my pleasure to assist her furtherI ask that she please have the solicitation available at the time of her call, as each mailing has specific codes that will help us to suppress her name more effectivelyIf more convenient, she may mail the solicitation to my attention at: AARP, Member Communications Ombudsman, E Street, NW, Washington, DC AARP also distributes “generic” promotional mail as part of our overall membership development programThese pieces are distributed either in shared mail programs (i.epromotional mailings bundled with other special offers from other companies), or as inserts to subscription publicationsThese pieces are neither addressed to nor targeted to a particular person or householdAlthough the language on some of these generic pieces does include an offer to “Renew your membership,” these are mass mailings rather than targeted solicitations and we do not know or have control over who receives the solicitation or if the recipient is already an AARP member or if they live in a 50+ household Thank you for bringing this matter to our attentionIt is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate Sincerely, Darlene G [redacted] Member Communications Ombudsman

[redacted] [redacted] 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 Regards, [redacted]

This concerns the complaint, # [redacted] , of [redacted] ***, and his rejection of AARP’s original response that was filed with your office on 1/7/ The complaint regards [redacted] ***’s concern that after cancelling his membership he is still receiving unwanted communications from AARP.As noted in our original response, all appropriate suppressions were in place to stop AARP and AARP-affiliated targeted mail to his Sterling Heights, MI, addressI have investigated further and found that [redacted] ***’ email address was still active On 1/13/2016, I took action to unsubscribe and globally opt-out the email address we have on file: [email protected], from receiving future AARP-related emailsPlease note, it may take up to days for this change to take full effectOn 1/22/2016, while investigating the matter, [redacted] sent us a copy of an email he received from [redacted] , one of our partner service providers We were able to identify the particular email as not being generated by AARP directly, but rather from [redacted] itself We contacted [redacted] , on 1/26/2016, and had them remove [redacted] ***’ name and email address from receiving any further emails from [redacted] In the future, we recommend using the unsubscribe link at the bottom of such emails to opt-out of receiving further offers.Should you or [redacted] have questions or other concerns, please email me directly at, [email protected], or through the mail at: AARP, Member Communications Ombudsman, [redacted] NW, Washington, DC 20049, Attention: Hilary L***.We would like to thank you again for bringing this matter to our attentionIt is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.Sincerely,Hilary L

April 13, 2017MsMarcia Tilghman Revdex.com of Metro Washington DC and Eastern Pennsylvania K Street, NW, 10th Floor Washington, DC 20005Re: Margaret Peters-Complaint # 12083211Dear MsTilghman:This is in response to the complaint of Margaret Peters that was filed with your office on 4/10/ The complaint regards an unwanted AARP invoice received by [redacted] I have investigated the case and will share my findings.Our records show someone purporting to be “Margaret Peters” visited the following website at, www.QualityHealth.com, and responded to an AARP advertisement by clicking the option to receive membership information and an invoice The individual made this request from IP address on 3/4/We apologize for any aggravation this invoice may have caused.Upon receipt of this inquiry, the invoice was deleted, on 4/13/ Regrettably, we cannot recall any invoices already in progress, and ask that [redacted] please allow 4-weeks for this change to take full effect Should [redacted] have questions or receive additional invoices after 7/6/2017, she may contact me directly and I will be glad to assist her further I can be reached via email at, [email protected], or if more convenient, by mail to my attention, Hilary L***, at AARP, Member Communications Ombudsman, E Street, NW, Washington, DC 20049.We would like to thank you again for bringing this matter to our attentionIt is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.Sincerely, Hilary L [redacted] Member Communications Ombudsman cc: [redacted]

May 23, Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC) Revdex.com Re: [redacted] ID: [redacted] This letter is in response to a recent complaint to the Revdex.com, filed by *** [redacted] AARP would be more than happy to assist *** [redacted] in her complaintIn order to offer this assistance, we will need to reach out to *** [redacted] directly to obtain some additional informationOnce we receive this information we will escalate her concerns to [redacted] for their review and investigation*** [redacted] can inform the Revdex.com if an agreeable resolution has been met once she has been contacted by [redacted] Thank you for bringing this issue to our attentionSincerely, Jazmine C [redacted] Member Relations AARP Services, IncF Street, NW Washington, DC [email protected]

December 30, [redacted] Revdex.com of Metro Washington DC and Eastern PennsylvaniaK Street, NW, 10th FloorWashington, DC Re: [redacted] ***, Case # [redacted] Dear [redacted] : This is in response to the complaint, # [redacted] , of [redacted] ***, that was filed with your office on 12/23/ The complaint regards [redacted] ***’ concerns that her tax return, prepared with the assistance of an AARP Tax-Aide program volunteer, was completed incorrectlyWe have looked into the matter and understand from our local volunteers that on December 9, after several attempts, a volunteer was able to reach [redacted] *** At that time it was determined that the IRS did correctly catch an error and adjusted the tax return with the result that [redacted] must pay part of her refund The numbers entered in Column * of the Form [redacted] did not match the taxpayer’s Form ***This resulted in a larger refund than was due [redacted] is now receiving the refund she would have received had the return been prepared correctly AARP Foundation Tax-Aide and the more than 35,AARP Tax-Aide volunteers are administered by the AARP Foundation in cooperation with the Internal Revenue Service (IRS)Although our volunteer counselors are trained and IRS-certified every year, mistakes are certainly possible It is always important for taxpayers to review the return since the accuracy of the return does remain the responsibility of the taxpayerWe appreciate the need for accurate work and put every effort toward providing quality serviceTwo volunteers at every site examine every return in an effort to catch any errorsUnfortunately, not even this is foolproof We can only highlight the rare occurrence of these mistakesWe are sorry for any inconvenience this may have caused and thank [redacted] for bringing it to our attention and allowing us to assist her in working with the IRS to resolve this issue Should you or [redacted] have questions, please contact me directly via email at, [email protected], or through the mail at: AARP, Member Communications Ombudsman, [redacted] *** Washington, DC ***, Attention: Hilary L***It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocateSincerely, Hilary L***Member Communications Ombudsman [email protected]

All these solicitations were sent to my home address of [redacted] ***, Fort Wayne, IN ***...Please DO NOT POST MY ADDRESS

April 22, Mr [redacted] Revdex.com of Metro Washington, DC and Eastern PA K Street, NW 10th Floor Washington, DC Re: [redacted] , File # [redacted] Dear Mr [redacted] : We are in receipt of your letter regarding the complaint of [redacted] that AARP sends her billing notices although she does not have an AARP membershipWe apologize for any inconvenience these mailings may have caused and welcome the opportunity to clarify this matter Our records show that on March 12, at 8:36am, someone purporting to be [redacted] visited the following website at www.QualityHealth.com from IP address, [redacted] , and responded to an AARP advertisement by clicking the option to receive membership information and an invoice At this time, we confirm the invoice has been cancelled as of April 21, Regrettably, we cannot recall any mailings already in progress and ask that Ms [redacted] please allow 4-weeks for the invoice suppression to take full effectIf for an unforeseen reason Ms [redacted] should receive any additional mailings after June 2, 2016, she may contact me directly on ###-###-#### and it would be my pleasure to assist her further Thank you again for bringing this matter to our attentionWe hope this information has been helpful and that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate Sincerely, Darlene G [redacted] Member Communications Ombudsman [redacted]

April 8, Revdex.com of Metro Washington DC & Eastern Pennsylvania (Washington, DC) RevDex.com Re: [redacted] ID: [redacted] This letter is in response to a recent complaint to the Revdex.com, filed by *** [redacted] *** We would like to apologize for the experience *** [redacted] had with [redacted] ***We will be reaching out to [redacted] to discuss the Members complaint and to determine how we can provide the Member with her desired outcomeWe would like to thank *** [redacted] for her feedback and will be using it to work to [redacted] to see what can be done to improve this situation Thank you for bringing this issue to our attention Sincerely, Jazmine C [redacted] Member Relations AARP Services, Inc F Street, NW Washington, DC [email protected]

Revdex.com of Metro Washington, DC and Eastern PA K Street, NW 10th Floor Washington, DC Re: [redacted] # [redacted] Dear MsTilghman: We are writing regarding the complaint of [redacted] that was filed with your office on November 21, and transferred to our office for handling The complaint is regarding Mr [redacted] ’s experience with the online AARP’s Smart Driver CourseWe have investigated his concern and welcome the opportunity to resolve this matter After researching this incident, we found that Mr [redacted] was unable to move forward with taking the online course Typically, when these sorts of issues are reported, customers are using outdated internet browsers and outdated software such as Adobe Flash and updating them often corrects the issue Mr [redacted] contacted the AARP online course customer service and the representative and supervisors he spoke to were able to move him forward in the progression of the course The supervisor provided Mr [redacted] with their personal email address for any additional support he may need We are unsure what caused the problems Mr [redacted] encountered while completing the Smart Driver Online course, but it is not the experience we strive to achieve We will be issuing him a full refund, in the amount of $20, for his inconvenience, which should be completed in few business days In addition, we have ensured that Mr [redacted] ’s progress reflects what he has completed for the online course, which as of November 27, 2017, is at 84% completion If Mr [redacted] continues to experience problems with the Smart Driver Online course, he may call Josh D [redacted] , Director of Operations for Driver Safety, directly at ###-###-#### He may also contact me at ###-###-#### and it would be my pleasure to assist him further If more convenient, he may send an email to [redacted] or mail it to the following address: AARP, Member Communications Ombudsman, [redacted] ST NW, Washington D.C Again, we would like to thank you for bringing this matter to our attentionIt is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate Sincerely, Lauren A [redacted] Member Communications Ombudsman

[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: AARP's response tried to explain-away the solitations, neither of which were true, yet not face up to the reality of their mailings (be they call them renewals or solicitations)They already "stacked" years worth of future membership dues going out several years by using tricks, including faintly printing their desired payment date on an AARP card where the expiration date usually sitsVery misleadingAnd I could go on, but I can't be bothered.I happened to manage the Customer Relations dept of a fortune five hundred company and owned a Marketing Research company, and I simply do not care for the way that AARP is trying to weasel out of this complaint Regards, [redacted]

[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 harassment began prior to JulyI have been getting these invoices since February It appears that they are responding to a separate incident yet unknown to meI suggest they dig deeper for a realistic reply to my complaintI feel the response has been patronizing and cursory Regards, [redacted]

September 13, Revdex.com of Metro Washington, DC and Eastern PA K Street, NW 10th Floor Washington, DC Re: [redacted] *** # [redacted] Dear [redacted] : We are writing regarding the complaint of [redacted] that was filed with your office on August 23, and transferred to our office for handlingThe complaint is regarding [redacted] ***’s concern that he continues to receive a high volume of unwanted mailings, especially from the AARP service providers, even after his membership was canceled We have investigated his concern and welcome the opportunity to resolve this matterAARP makes every effort to comply with stop solicitation requestsWe apologize for any aggravation that these mailings may have caused him Our records indicate that a membership account (# [redacted] ) was established in the names of **and [redacted] *and [redacted] in April/Our records also show that we received an on-line communication from [redacted] on April 5, requesting membership cancellation due to mailing inundation, and a reply was sent on April 10, confirming that his request was received and processed Unfortunately, due to an oversight by our representative at the time of cancellation, suppressions weren’t performed Therefore, as of today, September 8, 2017, I can assure you that the names of [redacted] and [redacted] and the following address have been added to all of AARP’s suppression files: [redacted] Bellingham, WA ***We ask that he please allow weeks for suppressions to take full effect We know weeks sounds like an inordinate amount of time to stop mailings but we must explain that direct mail bearing the AARP name and logo include both our mailings and those of our member benefit providers While we are able to suppress our own mailings very quickly, ending those of our providers takes longer Our providers typically are on a three month mail schedule which means that on any given day, mailings for the next two months have already been prepared and set The first opportunity to remove names from the mailing list is in many cases the mailing set to go out in the third month For this reason it may take a provider up to twelve weeks to delete mailings to a particular addressAARP also distributes “generic” promotional pieces that are sent out in mass mailings as part of AARP’s overall membership acquisition program These pieces are neither addressed to nor targeted to a particular person or household They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail, or inserted inside a subscription newspaper or catalog Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50+ household Although the language on some of these generic pieces has in the past included an offer to “Renew your membership,” we have since revised that to explicitly state “Join or renew.”If [redacted] should receive additional mailings after December 1, 2017, he may call me directly at (***) [redacted] , and it would be my pleasure to assist him further We ask that he please have the mailing available, as each notice has specific codes that will help us suppress his name and address more effectivelyIf more convenient, he may send an email to [email protected] or mail it to the following address: AARP, Member Communications Ombudsman, E Street, NW B7-225, Washington, DC Again, we would like to thank you for bringing this matter to our attentionIt is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate.Sincerely,Angelo [redacted] B***Member Communications Ombudsman

Date: Thu, May 12, at 5:PMSubject: For [redacted] : Response to complaint # [redacted] - [redacted] To: " [redacted] " < [redacted] >Cc: Executive Correspondence < [redacted] >Mr [redacted] Revdex.com of Metro Washington DC and Eastern PennsylvaniaK Street, NW, 10th FloorWashington, DC 20005Re: [redacted] -Complaint # [redacted] Dear Mr [redacted] :This concerns the rejection of AARP’s response to Ms [redacted] ’ complaint, # [redacted] , filed with your office on 4/25/ The original complaint regards AARP renewal notices being sent to Ms [redacted] ’ home shortly after making her renewal payment We have taken another look at this matter and welcome the opportunity to respondPlease know that AARP makes every effort to comply with stop solicitation requests According to our records, Ms [redacted] ’ last payment of $was posted to her account on 3/17/for an additional months, and her account is paid through 4/30/ Ms [redacted] ’ account shows that on 3/25/a suppression was put in place to stop AARP renewal notices Please note, any mailings already in progress cannot be recalled and we ask Ms [redacted] to allow up to six weeks, or by 5/6/2016, for the adjustment to take full effectUnfortunately, not being provided a copy of the specific mailing(s) being delivered to Ms [redacted] , we are hindered in researching the matter more thoroughly Should she receive renewal notices after May 6, 2016, she may send the mailing directly to research the matter further I can be reached at, [redacted] , or through the mail at: AARP, Member Communications Ombudsman, [redacted] **, NW, Washington, DC 20049, Attention: Hilary L***.I’d also like to explain that AARP cannot create different renewal notice cycles for individual members All members participate in the same renewal stream We do offer an Auto Renew option; Ms [redacted] may find AARP’s Continuous Membership Service Program of interest Once enrolled, her membership would be automatically renewed annually Using a credit card to enroll in the program, Ms [redacted] would be charged for a one-year membership/renewal at the discounted rate of $ After the first year, she will be charged the regular rate of $each year for an additional 1-year membership A notification will be sent, days prior to the membership’s expiration date, to remind the member that the account will be automatically renewed and their credit card on file will be charged Members may, of course, opt out of the program at any time To sign up, Ms [redacted] may call us toll-free at: 1-888-OUR-AARP (###-###-####).As I mentioned in the original response, it’s AARP’s long-standing policy to refund payments of membership fees received from members who renew in error Additionally, when an account receives more than two advanced payments, a refund is automatically reimbursed to that member.Thank you again for bringing this matter to our attentionContact me directly should you or Ms [redacted] have any questionsIt is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocateSincerely, Hilary LMember Communications Ombudsman

March 7, Re: [redacted] *** Complaint # [redacted] Dear Ms [redacted] : We are writing about the complaint of Mrs [redacted] that was filed originally with your office on February 24, and transferred to our office for handlingThe complaint is regarding Mrs***’s concern that she continues to receive early renewal notices and considers it misleading when her membership is in good standing We have investigated her concern and welcome the opportunity to resolve this matter Mrs [redacted] stated that she continues to get renewal notices after mailing her payment and receiving the new membership card Our records indicate that we processed a 1-year renewal for Mrs [redacted] on June 16, in the amount of $16, and her membership is paid through July/ I’d like to explain that AARP sends a series of renewal notices as early as months providing members the option to renew at a time that is convenient for them and to offer our Early Bird Discount membership rates AARP’s policy is to refund membership fees to members who renew in error Additionally, when an account receives more than two advance payments, a refund is automatically generated for the member We apologize if Mrs [redacted] feels that these mailings are being sent with the intent to deceive our members AARP also distributes “generic” promotional pieces that are sent out in mass mailings as part of AARP’s overall membership acquisition program These pieces are neither addressed to nor targeted to a particular person or household They are inserted either in shared mail programs (bundled with other offers from other retailers or marketers) in the regular US Mail, or inserted inside a subscription newspaper or catalog Since these are mass inserts, we do not actually know if the person receiving them is already an AARP member or if they live in a 50+ household Although the language on some of these generic pieces has in the past included an offer to “Renew your membership,” we have since revised that to explicitly state “Join or renew.” As of today, March 6, 2018, I have updated Mrs***’s membership account so that she will now receive only one renewal notice a few weeks prior to the expiration date at the address ( [redacted] ** ***) listed on the complaint A 30-day post renewal notice will be generated only if we don’t receive a response to the initial renewal notice This change will take one mailing cycle to be effective Should Mrs [redacted] receive a renewal notice outside of these parameters, she may call me directly at ( [redacted] , and it would be my pleasure to assist her further If more convenient, she may send an email to [email protected] or mail the notice to the following address: AARP, Member Communications Ombudsman, [redacted] ** *** Again, we regret any confusion we may have caused Mrs***It is our hope that through our actions we have demonstrated our commitment to enhancing the quality of life for all, as a responsible, effective consumer advocate Sincerely, Angelo *B [redacted] Member Communications Ombudsman [email protected]