Ancestry.com

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] PSRe: On June 10, 2016, Mr [redacted] canceled his account online and received a refund of $ WHEN WILL THIS PROCESS TO MY BANKAlso for their infothis was cancelled online per their instruction at the end of the origagreementBut if they are refunding my monies, then all is good

Complaint: [redacted] I am rejecting this response because: It is less than the 175.95 that I am owed for the 5 unused months I was billed for. Why are they offering 3 months and not 5? This seems a little disingenuous on their part and more like a nusance offer and not the "Superior customer service" that they self proclaim claim. Ancestry.com uses deceptive practices under the guise of a free trial membership. I did not use the service after the one month membership that I accepted. As proof of the ongoing deception by Ancestry.com note that the vast majority of closed and unclosed complaints with the BBB are for continual billing without the customer's knowledge of the billing policy of Ancestry.com. Remember, not all consumers know about the BBB so the total number of this issue is vastly under represented in the BBB stats. If Ancestry.com was truly interested in "Superior customer service" and not bilking the unsuspecting out of cash they would make their restitution complete when initially contacted and not only after a BBB complaint is filed and would change their website to offer a truly free trial without the need of a credit card. Remeber the "check your credit for free" scam a few years ago where the entire industry was getting a credit card and billing unsuspecting customers monthly exacta as Ancestry.com is doing now. That industry was forced to change their "free" definition by the BBB and it is time to make Ancestry.com to do the same. Sincerely, Terrance H***

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 response to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We appreciate the additional details Ms [redacted] provided regarding the issue she’s experiencing with her ShoeboxWe are currently in the process of investigating this situation further and will update her as soon as we are ableWe greatly appreciate her patience as we look closer at this issue 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

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com December 16, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed her 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 11/15/Her trial membership ran from 11/15/to 11/29/Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership unless they’re cancelled Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing periodAccording to our records, no online cancelation or phone call was ever received indicating Ms [redacted] ’s desire to cancel Currently, the account has been canceled as of 12/9/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 the membership and we are prepared to issue a refund in the amount of $for the most recent billingDepending 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 institutionThe confirmation number for this transaction is:***-***- [redacted] With this cancellation, Ms [redacted] ’s access to the paid online databases will expire immediately and she will have no further billing from AncestryBecause we want her to have success with her family research, she will have continued access to the free resources on our site as a, “Registered Guest.” If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-#### Sincerely, Allison Executive Response Team Ancestry

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]

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com September 24, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding [redacted] ’s complaint to usAt Ancestry.com, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriouslyWe sincerely regret any frustration that they have experienced with ordering a DNA test Because we are committed to providing excellent customer service we are willing to make an exception to our refund policy and have processed a refund for the shipping charges incurred with this orderWe have processed a refund in the amount of $This amount will be refunded to your original method of payment within the next 7-business daysThe confirmation number for the transaction is:***-***- [redacted] 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

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com January 19, RE: [redacted] -- [redacted] To Whom It May Concern, Thank for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following responseWe sincerely regret any frustration that Ms [redacted] has experienced due to the computer problems she has had When customer’s purchase a download of Family Tree Maker from Nova Development, they are able to download the software for a limited amount of time unless they purchase an extended download periodOnce you have downloaded the software, you are able to create an electronic copy of the software for use in situations such as what Ms [redacted] has described by using the instructions in the following link http://help.ancestry.com/app/answers/detail/a_id/5402/kw/saving%20a%20copy%20of%...⇄ On December 8, Ancestry announced that we are discontinuing sales of our Family Tree Maker software on December 31st While we are no longer able to sell the software to get Ms [redacted] access to the program, we are happy to provide her with the following link, which will give her access to download a new copy of the softwareOnce she has successfully downloaded the software, we would recommend she create a copy in case of future computer issues FTM2014: [redacted] If Ms [redacted] has any problems downloading Family Tree Maker from the above link, please have her give us a call at the number below for assistance If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by either responding to this email or calling us at: ###-###-####, seven days a week, 9AM to 11PM MST Sincerely, Allison Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com October 7, 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 14-day free trial membership on July 28, 2015, which billed into a monthly subscription on 8/12/ 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 “To ensure uninterrupted service, your membership will automatically renew on (date) for the same subscription term that you selected, and will renew each term thereafter.” We 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 Mr [redacted] was responsible to cancel online, or contact us by our toll free number ###-###-#### if he did not want to continue with the subscription for the following monthAccording to our records, no communication was received from Mr [redacted] until October 6, indicating his desire to cancelWe cancelled his subscription on that date as he requested Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue 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 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 10, RE: Soyini L [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding MsL***’s response to usWe have carefully reviewed the information and have the following response We sincerely regret any frustration that MsL [redacted] has experienced in this situation We remove credit card information from our system after a three year period of non-useIn the meantime, rest assured we will not bill anything to your credit card, unless you initiate a new transaction Ancestry is in compliance with Payment Card Industry Data Security StandardsThis means that the storage of payment information adheres to requirements related to the storage and transmission of our member’s payment data In the future if you would like to prevent us from receiving and storing your credit card information please consider paying by check If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1- [redacted] Allison Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 10, RE: [redacted] - [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’ complaint to us We 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 results Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expecting In Ms [redacted] ’ case, she was expecting to have Native American DNA The following links can help her understand her results and why she may not have received the results she was expecting [redacted] Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives These new relatives may have additional information, a piece of their family story to tell or photos to shareAs Ms [redacted] ’ DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refund If she would like to view the terms and conditions herself, we have provided the following link http://dna.ancestry.com/en/legal/us/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 done As 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 Tell us why here

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 [redacted] ’ 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 sincerely regret any frustration that Mr [redacted] has experienced in this situation We regret that the delivery of the AncestryDNA results was not effectively communicated to Mr [redacted] at the time of his purchaseWe wish to clarify that the Ancestry requires our members to indicate that they have reviewed the Ancestry Terms & Conditions prior to completing the saleFor further information regarding our Terms and Conditions, our Privacy Statement, and the reasoning behind why we do not deliver DNA results by mail, we have provided URLs to the following locations, which can also be located on the Ancestry website https://www.ancestry.com/cs/legal/termsandconditions https://www.ancestry.com/cs/legal/privacystatement https://support.ancestry.com/s/article/Why-DNA-Results-Aren-t-Mailed Because we are committed to providing superior customer service, we have made an exception to our refund policy, and we have processed a refund for Mr [redacted] in the amount of $Depending upon the payment method he used for this membership, it may take up to 7-business days for this credit to become accessible within his 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 1-800-262- Sincerely, Kate 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 S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] April 20, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response We sincerely regret the frustration Ms [redacted] has experienced as a result of our extending the wait times for DNA kit processingAt Ancestry, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously In light of the difficulty and frustration Ms [redacted] has experienced as a result of this delay, we would like to offer her a complimentary three month extension to her current membership (a value of $104.97) A membership also provides additional benefits to the DNA results such as Shared Ancestor Hints, DNA Circles, and New Ancestor DiscoveriesIf Ms [redacted] would like to read more about these added benefits, we have provided a link to the following article: AncestryDNA and Subscriptions Our processing time for DNA kits has been extended due to the high volume of kits we've receivedWe are working to reduce wait times, and are happy to announce that we recently opened an additional lab to expand our capacity to process and analyze DNA samples Unfortunately, despite many attempts, we were unable to extract a viable sample from the test for Ms [redacted] To this end, we sent her an email on April 13, informing her that we would require a new sample in order to provide her with DNA resultsShe can redeem a free replacement test by accessing her DNA home page on Ancestry.com Operations, Inc While waiting for her new kit to process, we invite Ms [redacted] to explore Ancestry with this complimentary subscriptionTo redeem this offer, please email our Executive Office directly at [email protected] We will notify Ms [redacted] by email once the testing begins, and she may check the status of her DNA test at any time by logging into her account and selecting "DNA" in the top left corner If Ms [redacted] feels this delay in our lab processing is impacting her experience to the point where the product no longer works for her, we would be willing to provide her with a full refund of her test in the amount of $In order to redeem this offer, however, we ask that she first delete her test from the website If Ms [redacted] would like to pursue this refund, we ask that she email us at [email protected] once the test has been deletedShe may delete the DNA results by first logging into her Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the pageOn this page, there an area on the right-hand side with a button labeled Delete Test ResultsShe may then simply click on this button and enter her Ancestry password to confirm the deletion of her test If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew S [redacted] Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] July 6, RE: [redacted] - [redacted] To Whom It May Concern, Thank you for forwarding Ms***’s complaint to usAt Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard 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 Based on the information you provided us with, we are unable to locate an account in Ms***’s name at ArchivesPlease ask Ms [redacted] to provide us with as much of the following information as possible to assist us in locating the account that is billing Order Number or Cancel Confirmation number Full Name on Archives Accounts Full Address, Including Zip Code Any Email Addresses she uses Once we have received this additional information from you, we will revisit the original inquiry to determine whether we may be able to address the issue raised If you have any questions regarding this or any other matters pertaining to Archives.com, please do not hesitate to contact us at ###-###-#### Sincerely, Allison Executive Response Team Ancestry.com Tell us why here

Title: Allison, Executive Office Response Team Contact Phone: [redacted] Contact Email: [redacted] @ancestry.com August 18, 2015 RE: Lee *. A [redacted] -- [redacted] Dear Mr. A***, Thank you for forwarding Mr. A [redacted] 's complaint to us. We regret the frustrations that Mr. A***... has experienced with receiving emails from Ancestry. We have placed his email address on our Do Not Email list. If he receives emails in the future, it will only be in regards to legally required transactional emails i.e. order confirmations, renewal notices, password recovery, etc. We would ask that he please allow 7-10 business days for all emails to cease concerning his account. We appreciated the opportunity we have had in assisting Mr. A [redacted] to discover his family history. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at [redacted] . Sincerely, Allison Executive Response Team Ancestry

Title: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] June 27, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to us We sincerely regret the frustration he has experienced in this situation We have performed the DNA test with the most up to date technologyUnfortunately, despite multiple attempts, we were unable to extract enough DNA from the sample he submitted to provide an accurate result Because we are committed to providing superior customer service we are willing to make an exception to our DNA refund policy and are issuing a refund in the amount of $for the DNA kit he purchasedPlease note that it can take between 7-business days for these funds to become available within your financial institution depending on their refund policies and proceduresIf you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-#### Sincerely, Jill Executive Response Team Ancestry.com

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 10, RE: [redacted] – [redacted] To Whom It May Concern, Thank for forwarding Mr [redacted] ’s complaint to usWe have carefully reviewed the request and have the following responseAt Ancestry.com, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously We apologize for the frustrations that Mr [redacted] has encountered with not being able to download his raw DNA data from AncestryWe seek to always keep the website functioning properly for our usersTo this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruptionAs with any other computer or internet companies, we cannot guarantee that there will not be occasional technical difficultiesWe were having some issues with raw DNA downloads earlier this month, but the issue was resolved as of 5/6/ If Mr [redacted] would like to download his raw DNA data, he can do so using the instructions in the following link: [redacted] Please note that it may take up to hours to receive the email that is sent when requesting raw DNA data Again, we regret the frustration that Mr [redacted] has encounteredIf you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by either responding to this email or calling us at: ###-###-####, seven days a week, 9AM to 11PM EST Sincerely, Allison Executive Response Team Ancestry.com Tell us why here

Contact Name and Title: Riley, Executive Office Response Team Contact Email: [email protected] January 6, 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 interestWe realize that when a customer makes a purchase directly through us, they are making an investment in their family, and we take this trust very seriously We apologize that our service did not meet Mr [redacted] ’s expectations and we appreciate him taking the time to share his concernsOur goal is to provide a consistently reliable product and an exemplary level of customer service Based on the events he described, we did not meet this goalMr [redacted] ’s comments regarding his recent customer service experience will be used for coaching and training our employees We regret the frustrations that Mr [redacted] has experienced with his recent AncestryDNA purchaseWe would be happy to review this situation furtherHowever, we will need more information to do soWe request that Mr [redacted] provide us with his PayPal Transaction ID associated with his purchaseOnce we have received this additional information from Mr [redacted] , we will continue to review the situationWe regret any inconvenience this may cause and appreciate his patience in this matter Again, we apologize for the frustrations that Mr [redacted] has encountered with his purchaseIf Mr [redacted] has any questions regarding this or any other matters pertaining to Ancestry, he may contact us at 1-800-262- Sincerely, Riley Executive Response Team Ancestry.com Tell us why here

I truely appreciate their help with resolving this issue 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]

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com February 16, RE: [redacted] -- [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 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 Because we are committed to providing superior customer service, and Ms [redacted] is clearly dissatisfied with the subscription she purchased, we have processed a refund for her most recent subscription in the amount of $***Depending 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] 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 ###-###-#### Sincerely, Allison Executive Response Team Ancestry