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,
*** ***

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] March 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 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, Ms*** contacted us in November of to bring this issue to our attentionShe spoke with a supervisor, and as an exception to our refund policy was granted a refund for three months of her subscription in the amount of $ As these charges occurred in and Due to the dates of the charges, are not in a position to offer any additional refundIn light of the circumstances, we would be willing to offer her two free years of our World Explorer membership (a value of $598.80) free of chargeTo take advantage of this free membership, please email our Executive Office at [email protected] Because we want Ms*** 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

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] September 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 Based on the information provided in her complaint, we cannot locate the account on which Ms*** has been AncestryWe ask that she please provide any of the following information directly to our Executive Office by emailing us at [email protected]: Last digits of the credit card charged Type of card used (VISA, Mastercard, Discover, American Express) Last date and amount charged by Ancestry Order Number or Cancel Confirmation number Full Name on Ancestry Accounts Full Address, Including Zip Code Any Email Addresses or Usernames Used Once we have received this additional information from Ms***, we will revisit her original inquiry to determine whether we may be able to address the issue(s) raised 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and am grateful to receive a refundHowever, MrBrandon's response confirms that the company does not track cancellationsI did cancel my subscription before the expiration, and the first agent I spoke to on 10-29-cancelled it a second timeI have a confirmation dated 10-29-Why could MrBrandon find no record of either cancellation? Why was my account still active and eligible for cancellation again on 11-5-15? I did in fact receive another cancellation confirmation that day He is wrong to defend the company's practicesHe is wrong to blame customers for forgetting to cancel on timeHe should be held accountable for his company's failure to maintain accurate records.I am grateful to the Revdex.com for providing a recourse for consumers
Sincerely,
*** ***

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] September 5, 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 situationWe been experiencing high wait times due to the larger than expected response we’ve had to our AncestryDNA Summer Promotion, and know that waiting on hold can be a frustrating experience Our records indicate a second DNA order was placed online on August 21, 2017, on Mr***’s accountBecause 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 purchase, please note that it may take up to 3-days for this credit to post to his account We want Mr*** to know that we value him as a member of Ancestry and wish him well as he continues 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

Contact Name and Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] January 9, 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 have cancelled Mr***’s subscription effective immediatelyBecause 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 7-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, Morgan Executive Response Team Ancestry

Complaint: ***
I am rejecting this response because: I need someone from Ancestry.com with the powers to correct to call me so I can explain the problem more fully They still have not resolved our concerns My wife (*** ***) and I have several shared accounts which are interfering with the registration and user update account options Please have someone call us ###-###-####
Sincerely,
*** ***

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 8, 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 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 Ms***’s desire to cancel Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued an additional refund to Ms*** in the amount of $239.88. The confirmation number for this transaction is ***. Depending on the payment method she used for this membership, please note that it may take up to 3-days for this credit to post to her account Due to the dates of charges, we are not in a position to offer any further refundIn light of the circumstances, and as a courtesy to Ms***, we would also be willing to offer her a complimentary year subscription to Ancestry (a value of $189.00) free of chargeTo redeem this offer, we invite her to email us at [email protected] The access to the databases associated with this membership has been terminated effective immediately and Ms*** will have no future billing from Ancestry. Because 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 1-800-ANCESTRY (1-800-262-3787) Sincerely, Drew S*** Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
March 15,
RE: *** *** -- ***
To Whom It May Concern,
Thank you for forwarding Mrs***’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 Mrs*** has experienced in this situation
Per the Terms of service on our website, all subscriptions are set to automatically renewThis 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
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 Mrs*** indicating her desire to cancel
Our records indicate that Mrs*** started a month US subscription with Ancestry on March 6, and was billed $for this initial subscriptionThe subscription renewed for this same amount in September of 2012, March and September After the September renewal, Ancestry raised its pricing and started billing $for month subscriptionsHer subscription continued to renew semi-annually at that rate through 3/7/Aside from Mrs***’s initial billing, she was billed a total of *** on her account
The phone agent Mrs*** spoke with issued a refund in the amount $for the most recent chargeBecause we are committed to providing superior customer service, we are willing to make a large exception to our refund policy and refund all but the initial charge for this accountWe are issuing an immediate refund in the amount of $***, back to the original method of paymentThe confirmation number for this transaction is:***-***-*** Please note that it can take 3-business days for this refund to become available within your financial institution depending on their refund policies and procedures
Due to the amount of time that has passed since Mrs*** was initially billed, we are unable to process the additional refunds she has requested directly back to the original method of paymentWe are happy to issue the additional refunds totaling $*** to Mrs*** via checkPlease note that refunds issued by check can take up to weeks to be received by the member
We regret any inconvenience this situation may have caused Mrs***Because we want her to have success in her family history research, she will have continued access to her Ancestry account 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

August 28,
RE: Amy F* -- ***
To Whom It May Concern,
Thank you for forwarding MsF*’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 MsF* has experienced in this situation
Because we are committed to providing superior customer service, and MsF* is clearly dissatisfied with the New Ancestry experience, 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: ***
Because we want MsF* to have success with her family research, in addition to the refund we have processed, we have provided her with three months of free world access on her accountThe confirmation number for this free subscription is: *** and it will cancel automatically on 11/28/
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

Complaint: ***
I am rejecting this response because: that is not a good excuse and they need to get my DNA test in lab and processing it ASAPI already got the world membership for a year and paid over $for itIf they are not going to start my process then give my money back NOWThey took my money fast, then I want my money back by end of today! I will never recommend them and in fact I want my full refund for my membership tooI am done with their excuses, they need to get their testing in gearI am not nor will not except that excuse of high volumeIf that is true then hire more people or give the people that purchased a phone call or email stating that factNOT the customers respondsability for checking inThe company needs to be the one letting customers what is going onI am filing a complaint with the Washington State Attorneys Office and I am going to let everyone know that Ancestry is a RIP OFFAnd I know that you the Revdex.com the companies can buy their GRADE and their Rating on your site is a bunch of BS!
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
The second check arrived this morning which resolves the open complaintThanks to Revdex.com and Ancestry for resolving the issue
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Now Ancestry.com cancelled my account, when I have had an account for years with themHere was their message in email to me."For
further information regarding the billing for this transaction we recommend
that you contact Pay Pal. At this time your account has been canceled so
there will be no further renewals or charges and we consider this matter
closed"I assume that this is this the way Ancestry.com does business and respects their customers?
Sincerely,
Christopher S***

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
December 15,
RE: *** * *** -- ***
To Whom It May Concern,
Thank for forwarding Ms***’s complaint to usWe have carefully
reviewed the request and have the following response
We sincerely appreciate the feedback that Ms*** has provided about Ancestry’s decision to retire Family Tree MakerWe have forwarded her suggestions to the appropriate departments for further review and consideration
Following the Family Tree Maker desktop software announcement, we’ve seen an outpouring of comments, questions and the concerns raised by customersWe want Ms*** to know that we truly value her as a customer and her feedbackHere are three key things we’d like to re-assure her of after reading through customer comments on our blog:
We are fully committed to supporting Family Tree Maker through at least the end of with all available support from member services, including technical issues, product issues, updates and attention to the productShe will be able to use the software, exactly as she does now, including TreeSync, for at least the next year
We are exploring possible relationships with other desktop software solutions that would make it possible for their products to integrate with Ancestry
We are exploring options to bring more reports and related functionality from Family Tree Maker into the online serviceStay tuned for updates on this over the coming year
For updates and more information about the retirement of Family Tree Maker we would invite Ms*** to use the following link to our blog
http://blogs.ancestry.com/ancestry/2015/12/09/more-information-on-family-tree-ma...⇄ /> 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.com

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
April 4,
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
We apologize for any inconveniences that have occurred from this situationWhen 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 ###-###-#### 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***’s desire to cancel
Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund to Ms*** in the amount of $*** for her most recent billingThe confirmation number for this transaction is***-***-*** Depending on the payment method she used for this membership, please note that it may take up to 3-days for this credit to post to her account
The access to the databases associated with this membership has been terminated effective immediately and Ms*** will have 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 ###-###-####
Sincerely,
Allison
Executive Response Team
Ancestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 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 any inconveniences that have occurred from this situation Because we are committed to providing superior customer service, we have made 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 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, Drew S*** Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
October 2,
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 sincerely regret any frustration that Ms*** has experienced due to this issue
The information that Ms*** is requesting to have removed from our site (i.ethe census), is a matter of public record and therefore, not subject to removalFederal Census records, as well as names associated with these events are a matter of public record, meaning that the public has every right to review these records and companies are not restricted from listing this information in books, files, records, online formats, etcThese records are available to the public in multiple locations on the internet and until such time as the Federal government chooses to change their policy and discontinue providing public access to this information, Ancestry will continue to post the information to our site as we have received it
If Ms*** would like to review the Census Bureau’s laws regarding the release of census information to the public after years, we have provided a link to their page below and she can contact them for more information
https://www.census.gov/history/www/genealogy/decennial_census_records/the_72_yea...⇄ /> If there is additional information listed on our site that Ms*** feels may not be considered public information she is able contact us and provide the URL’s for our site so that they may be reviewed
If you have any questions or concerns regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####
Allison
Executive Response Team
Ancestry

Give me my money backI've deleted the results WORST CUSTOMER SERVICEUgh
Sincerely,
*** ***

Yes I was expecting to have Native American blood because I'M NATIVE AMERICAN my mom is and most of my daily still holds tribal affiliationsA DNA test was done a while ago as well that results showed my percentage which was waaaaaaay more than the 1% Ancestry gaveAs stated previously the only reason I had it done again was because those documents were misplacedIm unhappy because the results are clearly mixed up with someone elseHow can one place do it and results are completely different if Ancestry.com is as up to date as they say? How is it possible that all of my family is Native American but me? I'm far from adopted peopleAnd don't get me wrong I'm not upset about the mostly African stuff it's the fact that my actual ethnicity has shown to be less than 1% via Ancestry when my family is Natives who have tribal affiliationsSomething one can't have unless they have more than 25% Native blood in themAlso the fact that the test was done not to long ago to me ordering from ancestry that had completely different results than what Ancestry provided! It's just no way it's accurate being that the test done prior was by blood instead of saliva ??A refund should be issued no needs to be issued.
Complaint: ***
I am rejecting this response because:
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 us. We sincerely regret the frustration that she
has experienced in this situation. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. We regret any misunderstandings that may have occurred for Ms*** when she purchased the AncestryDNA test. In order to purchase a DNA test from Ancestry, customers must create a free registered guest account. This gives them access to any of the free databases on Ancestry and allows them to activate their DNA test and receive their results. For more information about Ancestry’s guest registration please click the following link: *** In reviewing the records for Ms***’s account it appears that she contacted us via phone on May 9, and we made an exception to our DNA refund policy and processed a full refund for her DNA test in the amount of $109.85. Please note that it can take between 7-business days for this refund to be posted to her original method of payment depending on her financial institution. Because 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 guestIf 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