Ancestry.com

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
December 29,
RE: *** *** -- ***
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 regret any frustration Ms*** has experienced due to this issueWe offer many discounts to our customers around the holidays, the discount offer she received was for 50% off of our U.SDeluxe subscriptionAs there was some confusion about the offer, we are happy to provide Ms***’s with the discount of 50% off for the World Deluxe subscription she wished to purchase
Since we are not able to take credit card information via email, we have left a note in her account so that any agent that answers the phone will be able to see that she has been approved for this discountIf she would please give us a call back at ###-###-#### we will be happy to assist her with her purchaseWe regret the confusion she experienced with this situation and appreciate her patience in this matter
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 ***, and find that this resolution is satisfactory to me
Although I only requested to be refunded the amount withdrawn from my account in AugustI canceled this in May and no further payments were withdrawn until August I graciously accept the refund.
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,
*** ***

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: *** May 10, RE: *** *** - *** 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. In reviewing the notes on Ms***’s account it appears that she called our customer support line today and we were able to assist her in resolving her issue. We regret any frustration or inconvenience this situation may have caused her and appreciate her patience in this matter. 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 Tell us why here

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] August 7, RE: *** * ***- Case: *** To Whom It May Concern, Thank you for forwarding Ms***’s response to usWe apologize for any inconveniences that have occurred from this situation We sincerely regret the frustration that Ms*** has experienced, and thank her for sharing her recent experienceAt Ancestry, our goal is to provide a consistently reliable product and an exemplary level of customer serviceBased on the events Ms*** has described, we did not meet this goalHer comments regarding your recent experience will be used for coaching and training our employees We have also shared her experience internally for further review and consideration as we move forwardWe had previously issued her a full refund for all subscription charges she received from Ancestry in the amount of $ We want Ms*** to know that we value her as a member of Ancestry and wish her well as she continues 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 S*** Executive Response Team Ancestry

November 13,
RE: *** *** *** -- ***
To Whom It May Concern,
Thank you for forwarding Ms***’s complaint to usAt Ancestry.com, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard
When customer’s
sign up for a subscription on Ancestry we inform them of the date that their subscription will renewIf the customer wants the subscription to renew on a different day of the month, we ask them to sign up for their subscription on that date since they are automatically billed the same day every monthWe regret any frustration the billing date may have caused Ms***
Billing for Ms***’s November payment was processed on 10/31/with order number***-***-***in the amount of $Ms*** disputed the charges with her financial institution (which in this case is Pay pal) and the funds were withdrawn from Ancestry due to this chargeback process on 11/5/When a chargeback occurs, we automatically cancel the subscription associated with the chargeback as we no longer have the funds for that subscriptionAncestry never received payment back from Pay pal for Ms***’s subscription, so we have no funds to return to herWe recommend she contact Pay Pal if she has any further questions regarding the billing for this transaction
Because we are committed to providing superior customer service, we have added a free monthly subscription to Ms***s accountThis subscription will run from 11/13/through 12/13/The confirmation for this subscription is:***-***-***
If Ms*** would like to subscribe to Ancestry in the future, we would recommend that she call or subscribe online on the day of the month she would like to be billed
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 Office
Ancestry
West North
Provo, Utah

Title: Riley W***, Executive Office Response Team Contact Email: [email protected] February 23, RE: *** * *** - *** 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 apologize for any inconveniences that have occurred from this situationWe have carefully reviewed Mr***’s account information and respond to his inquiry as follows: As a courtesy to him, we have made an exception to our refund policy, and have issued a refund in the amount of $back to the account that was originally billedThe confirmation number for this transaction is ***Your access to the databases associated with this membership has been terminated effective immediately, and you will have no future billing from AncestryPlease note that it can take between 3-business days for these funds to become available within your financial institution, depending on their refund policies and procedures 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 1-800-262- Sincerely, Riley W*** Executive Response Team Ancestry.com

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] January 26, RE: *** *** -- *** To Whom It May Concern, Thank you for forwarding Ms***’ complaint to us. We are
committed to providing excellent customer service and sincerely regret any frustration that Ms*** has experienced in this situation. We regret any frustration this situation may have causedWe created Ms*** genetic ethnicity estimate by comparing her DNA to the DNA of people in our reference panelThe AncestryDNA Reference Panel is a collection of thousands of DNA samples from around the globeEach sample is from a documented location and most are accompanied by a documented family tree indicating deep ancestry in a particular region We are confident in the accuracy of the results with our current algorithm for determining ethnicity, and as the science behind ethnicity estimation improves, her results may be refined in greater detailFor your convenience, we have included instructions below on how to explore ethnicity results: Exploring Ethnicity Details We also wish to clarify that the Migrations and Ethnicity Estimate cover different time frames as part of Ms***’ heritage, with Migrations tracing her Ancestry within the last few hundred years and her Ethnicity Estimate connecting her to ancestors who lived thousands of years agoTo learn more about the research behind our AncestryDNA test, we recommend that she review the following help articles found in the links belowShe can also find this information through the Help link located at the top-right of her DNA ethnicity estimate on our website Unexpected Ethnicity Results AncestryDNA Ethnicity AncestryDNA Ethnicity Estimate White Paper DNA may hold information to help her make new discoveries about her family’s past, your cultural roots, as well as confirm information in Ms***’ family treeUsing the results from her DNA test in combination with Ancestry gives her hints that can guide your investigations and connect her with new relatives through the matching portion of our testCollaborating with the new relatives she is given in her match list may provide her with additional information, a piece of her family story to tell or photos to share, and can be very valuable in your research efforts. If this situation has impacted Ms***’ 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 Ms*** would like to take advantage of this refund, then we would ask that she delete her DNA results from her accountTo delete the results, she may go to her DNA results home page and click on the settings button to the right of her nameOn the settings page, there is a button in the right hand column that will ask her to enter her password and delete the results Once the results have been deleted, we ask that she email us directly at [email protected] and we will process this refundWe want Ms*** to know that we value her as a member of Ancestry and send our best wishes for her continued success in her family history research. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-800-262-3787. Sincerely, Riley Executive Response Team Ancestry

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
Refund of $ for the unused portion of subscriptionThe
confirmation number for this transaction is: ***
and months free
access to Ancestry; free access to the site will begin 12/15/and run
through 3/15/
Note: I will check out the webinars and tips recommended for using the new Ancestry.comHowever, I resent what comes across as condescension in assuming I don't know how to maneuver around web sites and pagesI have used computers for online research, phone coupler modem access, since and used the Internet since I have conducted genealogical research long before electronic sourcesI have been a manager where, in the 1990s, I instituted computerization in a library settingI knew those changes had to be introduced gradually over time so the major users, college students, could become familiar with the updates graduallyApparently the people in decision making capacities at Ancestry.com do not know that and do not understand human behaviorPlus, I suspect they received far more complaints about the new Ancestry.com than they received approvals.My thanks to the Revdex.com of Utah for helping resolve my unhappy experience with Ancestry.com.
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
However the premise that my browser or server was the problem is because I had the exact same problems on a lap top, a desk top, and a tabletShortly after I submitted the complaint, I received an email from ancestry that they had experienced a problem with their "hints" and that not only would I not be able to open new hints but also, hints that hadn't yet been opened would be unavailableThe problem was with their end but their answer to you implied otherwiseThat's unfortunate
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,
*** ***

Title: Riley W***, Executive Office Response Team Contact Email: [email protected] May 25, RE: *** * *** -- *** To Whom It May Concern, Thank you for forwarding Ms***’s complaint to us. We have carefully
reviewed the request and have the following response We sincerely regret the frustration Ms*** has experiencedAt Ancestry, we strive to serve our customers’ best interests and we regret any inconvenience or frustration that has occurred from this situation As a courtesy to Ms***, we have made an exception to our refund policy, and have issued a refund in the amount of $back to the account that was originally billedThe confirmation number for this transaction is Her access to the databases associated with this membership has been terminated effective immediately, and she will have no future billing from AncestryPlease note that it can take between 3-business days for these funds to become available within her financial institution, depending on their refund policies and procedures We always appreciate any opportunity to assist our members in discovering, preserving and sharing your family historyIf at any time in the future Ms*** becomes interested in researching or saving her family history, we hope she feels free to continue to use the free services found on Ancestry even now after her subscription has ended If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-800-262-3787. Sincerely, Riley W*** Executive Response Team Ancestry.com

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
January 4,
RE: *** *** -- ***
To Whom It May Concern,
Thank you for forwarding Mr***’ complaint to usAt Ancestry, we are committed to
providing excellent customer service and hold our customers’ satisfaction in the highest regard
We regret any frustration Mr*** is experiencing due to the messages he’s seeing when using the websiteAncestry uses cookies to store information during a browsing sessionBecause Mr*** has the local storage disabled, the site isn’t able to store a cookie that lets it know that he’s already seen the message, so it will appear often when using the siteThe only way to stop the messages from being displayed on the website is to enable the local storageFor Mr*** convenience we have included a link below that will walk him through how to enable or allow cookies from Ancestry if he would like to update his browser
http://help.ancestry.com/app/answers/detail/a_id/459/kw/cookies
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 ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 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 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 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 $for the past six monthsThe 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 1-800-262- Sincerely, Drew S*** Executive Response Team Ancestry

Title: Shaun, Executive OfficeContact Phone: ###-###-####Contact Email: ***July 12, 2016RE: *** *** - ***To Whom It May Concern,Thank you for forwarding Ms***’ complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.We regret any frustration Ms*** has experienced from this situationUnfortunately, after numerous attempts to locate the billing in question, we have been unable to locate charges on any accounts that have been foundThe transaction number and order number that have been provided do not match any billing with Ancestry.We will be happy to investigate this issue further if Ms*** is able to provide additional information regarding the chargeAs it stands, we would recommend that Ms*** contact My Heritage Ltd regarding any charges she has received from them, since My Heritage Ltd is one of Ancestry’s competitors, and is not associated with us in any way.If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####. Sincerely, ShaunExecutive OfficeAncestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 1, 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 the frustration that Mr***’s experienced in attempting to contact our customer serviceDuring the last week, we have been experiencing high wait times as a result of our holiday sale Because we are committed to providing superior customer service, we have 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 3-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

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
December 4,
RE: *** *** -- ***
To Whom It May Concern,
Thank you for forwarding Mr***’s response to usWe sincerely regret the frustration
that Mr*** has experienced in this situation
We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Mr*** with accurate resultsSometimes, customer are unhappy with their results, because their ethnicity turns out to be different than what they were expectingThe following links can help him understand his results and why he may not have received the results he was expecting
http://help.ancestry.com/app/answers/detail/a_id/5475/kw/DNA%20results
http://help.ancestry.com/app/answers/detail/a_id/5479/kw/DNA%20results
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 Mr***’s DNA test was run and completed by the laboratory, we regret to inform him that he is not eligible for a refundIf he would like to view the terms and conditions himself, we have provided the following link
http://dna.ancestry.com/legal/termsAndConditions
We also would like to remind Mr*** that his 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, he may be able to locate matching individuals and will have the ability to share research with each otherAs more research is done and we are able to provide more detailed ethnicity results, Mr*** will receive the new ethnicity updates at no charge
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: Brandon, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
November 5,
RE: *** ***
To Whom It May Concern,
Thank you for forwarding Ms***’ 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 this situation
Our records indicate that Ms*** signed up for a free trial subscription that would renew into a semi-annual U.SDiscovery subscription on 4/5/Her free trial subscription ran from 4/5/through 4/19/Per the terms and conditions applicable to this membership, to which she agreed when she signed up for this service, she was responsible for contacting Ancestry when she didn’t want to be billed any longer for the membershipOur records further indicate that she did not first contact us until 11/1/to resolve this issue
Our refund policy states that on an initial billing for a semi-annual subscription we are able to provide a full refund within days of the initial billing or days after renewalBy the time Ms*** contacted us to cancel her subscription she was well past that deadlineBecause 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 Ms*** in the amount of $*** USD for the billing in questionDepending upon the payment method she used for this membership, it may take up to 7-days for this credit to become accessible within her financial institutionThe cancellation number for this is:***-***-***
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####
Brandon
Executive Response Team
Ancestry

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,
*** ***