Ancestry.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because Ancestry.com has not provided excellent customer service at all and my attempt at finding the account to cancel was impossible and they did not pick up the phone but had me on hold for at least a half hour I find these businesses discreetly use the auto renewal format to charge innocent people then make it difficult to find them to cancel The refund must be sent to me in a check form and to blame my financial institution, PayPal to be the issue is unacceptable Finally, issuing an unauthorized charge with PayPal is the first step and they were dealing with Ancestry.com who convinced them this indeed was authorized I will be happy to continue to file complaints with with the Consumer Protection Agency since this is a classic type of complaint using auto renewal to build revenues I expect a check in the mail
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:the response is unequivocally rejected because advertising is unacceptableThe rep responding indicated the company had "carefully" reviewed my complaint however they referred to me as MsHill which is not my nameThey flat out lied with the statement they do not have a business relationship with EbatesI would refer them to their "Affiliate Marketing Agreement" and commission statements I would suggest they actually comprehend the depth of a complaint and the legality of their actionsThanking me for alerting them of their scripting error is quite hilariousThis scripting error is their exclusion of using a coupon code with this offerSince they failed to make such exclusion they should offer the free shippingThey did notThey offered a free month of their service which after reading the many complaints of this company I declineI suggest they comply with the law if they do not want to honor coupon codes place the appropriate language as required on their website and educate not only their customer service team for those that call in and their response associates to Revdex.com claims so they can provide an acceptable responseThe response received was sloppy and not factually correctI have wasted much time on this issueThey can thank me for the consultation but I would never purchase from this company after this experience.
Sincerely,
*** ***

July 2,
RE: Thomas W*** - ***
To Whom It May Concern,
Thank you for forwarding MrW***’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 MrW*** has experienced in this situation
Per the Terms of service on our website, subscription memberships are on a continuous service basisThis means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen
When signing up for a free trial or other membership, 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 *** 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 from MrW*** indicating his desire to cancel
Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue an additional refund to in the amount of $for the billing in JuneDepending upon the payment method he 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: ***
Because we want MrW*** 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,
Spencer
Executive Response Team
Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] September 13, RE: *** * *** - Case: *** To Whom It May Concern, Thank you for forwarding Mr***’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 We regret any frustration caused by the unexpected DNA results Mr*** received, and are sorry to hear they do not match the research done for his family so farWe 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 resultsThis is based on our own research and the results may vary from different customers 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 Results AncestryDNA Ethnicity Estimate Help and Tips Mr***’s DNA test results are also in a continuous matching system, being compared to all tests in the database and all new tests being doneAs more people take DNA tests, he may be able to locate matching individuals and will have the ability to share his research with these matches In light of the frustration he has experienced, we would like to offer Mr*** a complimentary three month membership to our World Explorer membership (a value of $104.97) free of chargeTo take advantage of this free subscription, we ask that he email us directly a [email protected] The World Explorer subscription provides 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 Discoveries, which may enable Mr*** to find more information through his DNA resultsIf he would like to read more about these added benefits, we have provided a link to the following article: AncestryDNA and Subscriptions If this situation has impacted Mr***’s experience to the point where the test no longer works for him, we are willing to make an exception to our policy and instead process a full refund for the DNA test in the amount of $If he would like to take advantage of this refund, then we would ask that he delete his DNA results from his accountTo delete the results, one would go to the DNA results home page and click on the settings button to the right of one’s nameOn the settings page, there is a button in the right hand column that asks one to enter their password and delete the results Once the results have been deleted, we ask that Mr*** please email us directly at [email protected] and we will be happy proceed with the refundAgain, we regret the inconvenience he has experienced, and wish her continued success in his family history research If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew Executive Response Team Ancestry

Title: Allison, Executive Office Response TeamContact Phone: ###-###-####Contact Email: ***@ancestry.comApril 26, 2016RE: *** *** - ***To Whom It May Concern,Thank you for forwarding Mr***’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-renew. Our records indicate that Mr*** signed up for a free trial membership on April 10, 2016. 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 & Conditions. It also states multiple times during the sign up process “To ensure uninterrupted service, your membership will automatically renew on April 24, 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 dateMr*** 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*** indicating his desire to cancelAt this time the account has been canceled as of April 26, 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*** in the amount of $The confirmation number for this transaction is***-***-*** Depending on the payment method he used for this membership, please note that it may take up to 3-business 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*** will have no future billing from Ancestry. Because we want Mr*** to have success with his family research, he will have continued access to the free resources on our site as a registered guestIf 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 TeamAncestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. I will follow up with them to claim the offer they made and will notify you if I encounter any issues
Sincerely,
*** ***

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] October 17, RE: *** *** - Case: *** To Whom It May Concern, Thank you for forwarding Mr***’s complaint to
usWe have carefully reviewed the request and have the following response As a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that have occurred from this situation Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Mr*** in the amount of $The confirmation number for this transaction is *** Depending on the payment method he used for this membership, please note that it may take up to 5-days for this credit to post to his account 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

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] September 1, RE: *** * *** -- *** To Whom It May Concern, Thank you for forwarding Ms***’ complaint to usWe have
carefully reviewed the request and have the following response Based on the information you provided us, we cannot locate an account in your name at AncestryPlease provide any of the following information: Order Number or Cancel Confirmation number Full Name on Ancestry Accounts Full Address, Including Zip Code Any Email Addresses or Usernames Used Type of card charged (i.eVISA, Amex, etc) Date and amount charged Last digits of credit card charged Once we have received this additional information from you, we will revisit your original inquiry to determine whether we may be able to address the issue(s) raised Again, we regret the frustration that Ms*** 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 MST. Sincerely, Dallas Executive Response Team Ancestry.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you Revdex.com for the weight of your involvementUpon the second telephone call to ancestry.com July 12th they confirmed the refundWhen a consumer calls that number the wait time is very long to speak to a representativeI'm so glad I waited thirty minutes to get that confirmationThe day before the rep stated there was no refund or supervisor availableGetting the Revdex.com involved sure does help
Sincerely,
Sherry G***

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] March 29, RE: *** * ***- Case: *** To Whom It May Concern, Thank you for forwarding Mr
***’s complaint to usWe have carefully reviewed the request and have the following response We sincerely regret the frustration Mr*** has experienced as a result of our extending the wait times for DNA kit processing. 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. In light of the difficulty and frustration Mr*** have experienced as a result of this delay, we would like to offer him a complimentary six month World Deluxe subscription (a value of $149.00)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 Mr*** 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 his kit to process, we invite Mr*** to explore Ancestry with this complimentary subscriptionTo redeem this offer, please email our Executive Office directly 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 If Mr*** feels this delay in our lab processing is impacting his experience to the point where the product no longer works for him, we would be willing to provide him with a full refund of his test in the amount of $In order to redeem this offer, however, we ask that he first delete his test from the website If Mr*** would like to pursue this offer, we ask that he email us at [email protected] once the test has been deletedHe may delete the DNA results by first logging into his Ancestry accountThen navigate to the DNA Home page, and click 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 ResultsHe may then simply click on this button and enter his Ancestry password to confirm the deletion of his 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*** Executive Response Team Ancestry

Complaint: ***
I am rejecting this response because:
This is the same canned answer given to allNothing short of reinstating the software or passing it on to someone who will support it will be satisfactory
Sincerely,
*** ***

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 22, RE: *** * *** - Case: *** To Whom It May Concern, Thank you for forwarding Ms
***’s complaint to usWe have carefully reviewed the request and have the following response As a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that have occurred from this situation We appreciate Ms***’s candid feedback regarding her recent experience in using the Ancestry websiteWe are aware of the situations she has described in her message, and have reported them to the appropriate departments within Ancestry for further reviewCorrections to errors and other such issues on Ancestry are prioritized with those that affect the greatest number of our customers being resolved first, and thereafter in the order in which they are reportedTherefore, we are unable to share a specific time frame in which these issues will be resolvedWe greatly appreciate Ms***’s patience as we work to resolve these issues In light of the frustration that Ms*** has experienced, we are willing to provide her with a free year to our All Access subscription (a value of $389.00) at no cost to herTo take advantage of this offer, we ask that she email our Executive Office directly at [email protected] We want Ms*** to know that we value her as a member of Ancestry and wish her well in her family history research If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew Executive Response Team Ancestry

Complaint: ***
I am rejecting this response because:The representative from Ancestry.com states that I did not have a subscriptionIf that is true then why are they charging my credit card a month?(I have records) Also she offered the two ways to cancel a subscription, both of which I tried without success as I previously stated in my original complaintI will accept a response that simply states my subscription has been cancelledHopefully when there are enough complaints against them, Ancestry.com will change their unethical business practices
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me but I am not willing to proceed further towards resolution. I should have no further dealings with this company at any rate. I will check at the end of years that my credit card information is gone and I will change my credit card numbers
Sincerely,
Soyini L***

This is the same response as the first responseYou are unnecessarily putting the responsibility on the consumer to terminate services, so that you can justify charging people when they forget to cancelYou're setting this up to charge people for nothing. When I pay for a service I generally expect a service to be providedIt is clear I never used their services once, and yet they still insist I should be charged.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-Contact Email: [email protected] September 27, RE: *** *** - Case: *** To Whom It May Concern, Thank you for forwarding Mr
***’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 Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a full refund in the amount of $to Mr***The confirmation number for this transaction is ***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*** will have no future billing from Ancestry. Because we want Mr*** 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 1-877-283- Sincerely, Dallas Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
October 7,
RE: *** *** -- ***
To Whom It May Concern,
Thank you for forwarding Ms***’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*** has experienced in trying to cancel her subscription
For the convenience of our customers, we provide three methods for canceling subscriptions on AncestryMembers are able to cancel subscriptions themselves on their online accountsIt looks like in Ms***’s case she was able to successfully cancel her subscription online on 9/2/Customers can also cancel subscriptions by send an email to ***@ancestry.comIn reviewing our email records we were unable to locate an email from Ms***’s email address requesting cancellation for her subscriptionWe also allow customers to cancel by calling us at ###-###-####We are available at this number from 7am to 9pm MST, seven days a week
Ms*** states in her complaint that while she was on hold with customer service trying to cancel her subscription, she was unable to locate the cancel option onlineThis would be due to the fact that she had already cancelled her subscription online on 9/2/Once a subscription has been cancelled, the option to cancel would no longer be available on that particular account
Because we are committed to providing superior customer service, we have made an exception to our monthly refund policy and we are prepared to issue a refund to Ms*** in the amount of $*** for her July and August billingsDepending 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:***-***-***
The access to the databases associated with this membership has been terminated and Ms*** will receive no future billing from AncestryBecause we want Ms*** 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 ###-###-####
Allison
Executive Response Team
Ancestry

Complaint: ***
I am rejecting this response because saying I'm from Western Europe is not acceptable per their advertisement where they illustrate a country by country break downThey advertise goods that they can't deliver I appreciate you flagging for them and looks like the only thing that can be done is for me to make others aware of their scamI've never experienced a business like thisI'm most certain their will be a future class action suit. Thanks for all that you were able to doAncestry.com's DNA test is bogusAnd it's no surprise to see so many complaints filed against them via the Revdex.comGo figure!
Sincerely,
*** ***