Ancestry.com

Complaint: [redacted] I am rejecting this response because:It ignores the FACT that I have documented evidence that I have Native American (Cherokee and Choctaw) heritage - on my mother's side (great grandmother) and on my father's side (great grandmother)My wife also has proof of having Choctaw ancestors (grandfather)The apparently automated response from this business is insulting, calling me Mr [redacted] in one place and Mr [redacted] in two other placesIt shows the shoddy work they doI have no intention of pursuing this further, because of the cost involved, so I will just have to accept the fact that genealogy.com has ripped me off with their dna scamI will be sure to share my experience with others who have been awaiting my results Sincerely, [redacted]

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] April 4, RE: [redacted] ***- Case: [redacted] To Whom It May Concern, Thank you for forwarding MrS***’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 the refund of $was issued back to the card ending in *** For your 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 your particular situation, the number is: [redacted] , [redacted] If MsS [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 the refund 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: Morgan, 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 [redacted] ’s complaint to us We sincerely regret the frustration that she has experienced in this situation We strive to provide each AncestryDNA member with the most complete and accurate results possibleSometimes, a new sample is required for us to accomplish this goalIn Ms [redacted] ’s case, we requested a new DNA sample from her on January 9th, which was then accepted by her on January 10thThis acceptance sends a new DNA kit to her free of charge so she can submit a new sample and we can proceed with producing her resultsEssentially, this kit will replace the original kit she purchasedWe will continue to send new kits, if necessary, until we can successfully process a sample If Ms [redacted] should choose to discontinue her AncestryDNA experience, we are willing to provide her with a full refund in the amount of $This is the amount paid for her AncestryDNA kitIf this is the option she chooses, the replacement kit that is on its way to her will be deactivatedTo confirm the acceptance of this option, we ask Ms [redacted] to contact us directly at [email protected] and we'll be happy to process the refund 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

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com January 4, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’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 Mr [redacted] signed up for a free trial membership on August 14, When signing up for a Trial or other Membership the member is required to check off a confirmation box that they have viewed and accepted the terms & ConditionsIt also states multiply times during the sign up process that the subscription will automatically renewWe also notify the customer that they may opt out of renewing their subscription by calling Ancestry at ###-###-#### or by logging into the My Account page on the Website at least two days before the renewal date At this time the account has been canceled as of January 4, 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 full refund to Mr [redacted] in the amount of $ [redacted] 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 AncestryBecause 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 ###-###-#### Sincerely, Allison Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: [redacted] Contact Email: [redacted] @ancestry.com August 13, RE: Christopher [redacted] S [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding MrS***’s complaint to usAt Ancestry we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard Again we can confirm that we never collected funds from Pay Pal for the original transaction in questionSince we never collected the funds from Pay Pal, we are not able to comply with MrS***’s request for a refund We appreciate MrS [redacted] sending the screenshot of his Pay Pal statement, in order for us to investigate this charge further, we request that he please provide a statement from the financial institution that his Pay Pal account bills through showing the charge If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted] Sincerely, Allison Executive Response Team Ancestry

Complaint: [redacted] I am rejecting this response because: There is absolutely NO WAY that Ancestry.com could have any results for me as I still have the THIRD kit (unopened) that the company sent because the previous two samples wouldn't "take" With the assistance of Heather at Ancestry.com, my "results" have been deleted and I expect a full refund Sincerely, [redacted]

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com April 4, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe sincerely regret the frustration that she has experienced in this situation We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Ms [redacted] with accurate resultsSometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expectingIn Ms [redacted] ’s case, she was expecting to have Native American DNAThe following links can help her understand her results and why she may not have received the results she was expecting http://help.ancestry.com/app/answers/detail/a_id/5479/kw/DNA%20results http://help.ancestry.com/app/answers/detail/a_id/9066/kw/Native%20American 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 treeUsing the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relativesThese new relatives may have additional information, a piece of their family story to tell or photos to share As Ms [redacted] ’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refundIf she would like to view the terms and conditions herself, we have provided the following link http://dna.ancestry.com/legal/termsAndConditions We also would like to remind Ms [redacted] that her test results are in a continuous matching system, being compared to all tests in the data base and all new tests being doneAs more people take DNA testing, she may be able to locate matching individuals and will have the ability to share research with other members If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-#### Sincerely, Allison Executive Response Team Ancestry.com

Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] June 27, RE: [redacted] ***– Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We have personally contacted Ms [redacted] regarding her concerns, and were able to resolve the situation If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew S [redacted] Executive Response Team Ancestry

May 22, RE: [redacted] – Case # [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] 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 Ms [redacted] has experienced in this situation Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trialOur records indicate that Ms [redacted] signed up for a day free trial membership on 3/4/Her trial membership ran from 3/4/to 3/18/Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membershipIn Ms [redacted] case, the membership continued to renew on a monthly basis from 3/18/to today’s date of 5/22/ 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 Ms [redacted] desire to cancel Currently, 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 policies as they regard to the membership and are prepared to issue a refund to Ms [redacted] in the amount of $ [redacted] for the past two billingsDepending upon the payment method she used for this membership, it may take up to 3-days for this credit to become accessible within their financial institution With this cancellation, Ms [redacted] access to the paid online databases will expire immediately and she will have no further 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 [redacted] Sincerely, [redacted] Executive Response Team Ancestry "Connection and Strengthening Families through the World Wide Web"

Title: Allison, Executive Office Response Team Contact Phone: [redacted] Contact Email: [redacted] @ancestry.com July 31, RE: Sherry H [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding MsH***’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 MsH [redacted] has experienced due to this situation We bill our members according to the agreement made when a membership is initiatedMonthly subscription purchases are final, and not eligible for a refundBefore purchase, one must indicate that they have read and accepted our Terms and ConditionsThis agreement states that for all subscriptions longer than one month, you may cancel within seven days of the renewal date and receive a full refund.” To review this portion of our Terms and Conditions, please visit the following URL: http://www.ancestry.com/cs/legal/termsandconditions Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a full refund to MsH [redacted] in the amount of $ [redacted] for the billing in questionDepending upon the payment method she used for this membership, it may take up to 3-days for this credit to become accessible within her financial institutionThe cancellation number for this is: [redacted] If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted] Allison Executive Response Team Ancestry

Contact Name and Title: Riley, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] January 31, 2018RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s response to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We have reviewed our records and found that Mr [redacted] ’s first contacted us in June of asking us to destroy his sample and remove his DNA results from our databaseAt that time, we initiated the process of destroying Mr [redacted] ’s sample and provided instructions on how to delete his DNA test results onlineWe sent a confirmation email to Mr [redacted] in August notifying him that his sample had been destroyed Our records indicate that Mr [redacted] ’s test is located on an Ancestry account associated with a different email address than the one he has providedBecause of our strict verification guidelines, we are required to verify that Mr [redacted] is the owner of the email address associated with that account before we are able to remove DNA resultsWe recommend that he login to the Ancestry account that he used to activate his DNA test to delete the test results in the DNA test settingsFor his convenience, we have included instructions below on how to access the DNA test results: DNA Account Settings If Mr [redacted] is not sure which account he used to activate his DNA kit, we recommend that he call us at the number below so that we are able to better assist himAlternatively, he may email us directly at [email protected] from the email address associated with the account that contains his DNA results and we can assist him with removing them from his account If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-800-262- RileyExecutive Response TeamAncestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] March 16, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to us We have carefully reviewed the request and have the following response We sincerely regret the frustration Ms [redacted] have 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 you have experienced as a result of this delay, we would like to offer Ms [redacted] a complimentary three month World Deluxe subscription (a value of $104.97)The World Deluxe subscription provides you access to all of the records we have available on AncestryThis membership also provides additional benefits such as Shared Ancestor Hints, DNA Circles, and New Ancestor DiscoveriesIf you 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 your kit to process, please feel free to explore Ancestry with this complimentary subscriptionTo take advantage of this free subscription, please send us a message at [email protected] We will notify you by email once the testing begins, and you may check the status of your DNA test at any time by logging into your account and selecting “DNA” in the top left corner Again, we regret the inconvenience you’ve experienced, and wish you success in your 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 S [redacted] Executive Response Team Ancestry

***, We sincerely apologize for the recent lack of communication with usSomehow, your emails were being routed directly into a junk email folder and we weren’t receiving themYou should have received an email directly from Brian last night that provides you with some additional details As you have requested, he will email a copy of the research journal to you as soon as possible so you can see the work that has been accomplished and our findings to date

Contact Name and Title: Deborah, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] September 22, RE: [redacted] *** - Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr ***’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 that Mr [redacted] activated a monthly U.SDiscovery Membership on September 9, 2017, 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 Mr***‘s order was processed through iTunes, he 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 iTunes’s billing system To assist Mr***, 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

Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] August 30, 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 page dna.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 expecting In Mr [redacted] ’s case, he was expecting to have French or French Canadian DNA The following links can help him understand his results and why he may not have received the results he was expecting Why are my AncestryDNA ethnicity results different than I expected? 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 share As Mr [redacted] ’s DNA test was 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 herself, we have provided the following link http://dna.ancestry.ca/legal/termsAndConditions 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 ###-###-#### Sincerely, Dallas Executive Response Team Ancestry.com

Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-Contact Email: [email protected] September 14, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usWe regret any frustration that Mr [redacted] has experienced due to receiving Ancestry’s marketing emails In response to Mr [redacted] ’s request, we have removed his account with the following username and email address from all Ancestry contact lists: Username: [redacted] Email: [redacted] Now queued for deletion, Mr [redacted] ’s name, email address, residential address, family tree information, and any DNA results related to the above-mentioned accounts on our site will be removed from our system We have also placed his email address, [redacted] , on our Do Not Email list Please allow 7-business days for all emails to cease concerning these accounts If 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.) in the event that Mr [redacted] were to create another account We appreciate Mr [redacted] ’s feedback and suggestions concerning the process of deleting an account and unsubscribing from our emailsHis feedback is being shared internally as he has requested for further review and consideration If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-877-283- Sincerely, Dallas Executive Response Team Ancestry

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] August 9, 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 We as a company have our customers in the bests of interest We apologize for any inconveniences that have occurred from this situation Upon review, we have found that Mr [redacted] ’s issue is due to an issue identified as “phantom hints”Phantom hints are caused by periodic delays in indexing the site contentThese phantom hints occur if another member submits public content and then deletes it or makes it privateIn such situations, the hints still appear, but the content is no longer availableThese phantom hints will disappear through our periodic site indexingOther phantom hints are created erroneously and do not refer to previously-existing documents or family trees We are working to correct the issue of phantom hints, but we are currently unable to offer a time frame for resolutionWe appreciate Mr [redacted] ’s patience as we strive to improve customer experience based on feedback, much like his own We regret to inform Mr [redacted] that his request to upgrade the free time provided on the website from World Explorer to All Access will not be honoredWe apologize for any inconvenience caused by these hints If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-#### Sincerely, Dallas Executive Response Team Ancestry

Complaint: [redacted] I am rejecting this response because:I went on the site they told me to click on and received nothing but a blank page and as they claim they can't get it the right ancestry if it was thousand of year's ago it was my great grandparents that had been born in Holland,GermanyI want them to send me two new kit's not have them try to redo the kits that I already send in, they themselfs said it was contaminated, I know they didn't keep them around and if they did they wouldn't get a good reading just send me the dang two new test kit's to [redacted] don't send me to a bunch of links that don't work or expect me to call customer service because I tried that already and they said they would mail out two new kits and they never did then they lied and said one was o.kout of the blue and was done in a week please give me a break I don't have stupid written on my head they made the whole dang thing up, both test sat there for over monthsI want them to send me the new kits I am not going to be running around trying to get their links to work and talk to someone who is giving me nothing but b.sand empty promises with no deliveryit doesn't take months to mail out new kits and I am still waiting for those so called new one's they would send me, from the first time I talked to customer service Sincerely, [redacted]

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] September 13, 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 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 Mr [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 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

Tell us why here...Contact Name and Title: Drew, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] October 3, 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 responseWe apologize that our service did not meet Ms [redacted] 's expectations and we appreciate her taking the time to share her concernsWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously We regret any frustration caused by the unexpected DNA results that Ms [redacted] receivedWe calculate a person's DNA results by comparing their DNA to the DNA of a group of individuals with documented ancestries from specific regions and ethnic groups around the worldUsing their data as a reference, we are able to analyze specific markers in a person's DNA and recognize how these markers correlate with specific ethnic groups, therefore providing them with their resultsIn this situation, Ms [redacted] 's DNA came back 56% Great Britain, 34% Ireland, and four smaller ethnicities which add up to 100%At present, we are unable to break down these ethnic groups into more specific regions, but as new data becomes available and the science behind ethnicity estimation improves the ethnicity estimate may be refined in greater detailFor more information about how we calculate the DNA results, we have provided the links below which document this process in greater detail: Unexpected Ethnicity ResultsAncestryDNA Ethnicity Estimate Help and Tips The DNA test results are in a continuous matching system, being compared to all tests in the data base and all new tests being doneAs more people take DNA testing, you may be able to locate matching individuals and will have the ability to share research with other membersThese members and the connections made through DNA may hold information to help you make new discoveries about your family's past, your cultural roots, as well as confirm information in your family tree Using the results from one's DNA test in combination with Ancestry gives one hints that can guide investigations and connect our members with new relatives through the matching portion of our testCollaborating with the new relatives one is given in their match list may provide additional information, such as a piece of your family story to tell or photos to share, and can be very valuable in your research efforts If this situation has impacted Ms [redacted] 's experience to the point where the product no longer works for her, we are willing to make an exception to our refund policy and offer her a full refund for the test in the amount of $If she would like to take advantage of this refund, then we would ask that she delete her DNA results from her accountTo delete the results, go to the DNA results home page and click on the settings button to the right of your nameOn the settings page, there is a button in the right-hand column that asks you to enter your password and delete the resultsOnce the results have been deleted, we ask that Ms [redacted] please email us directly at [email protected] will process the refundWe want you to know that we value you as a member of Ancestry and wish you continued success in your family history researchIf you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-Sincerely, DrewExecutive Response TeamAncestry