Ancestry.com

Complaint: ***
I am rejecting this response because: I am accepting the FULL REFUND for my DNA kit which I am rightfully entitled to, HOWEVER, for their negligence in losing my kit and not processing all kits at the same time in which the sole purpose was to be a FAMILY EVENT of discovering our DNA and family history, I am asking they also send me a FREE REPLACEMENT KIT and PROCESS IT in a TIMELY MANNER as compensation for the lost kit.
Sincerely,
*** ***

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 3, 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 of these terms, our members are responsible to cancel online, or by contacting us at our toll free number 1-800-262-prior to the renewal date if they do not wish to continue the subscription for the next billing period According to our records, no online cancelation or phone call was ever received indicating Mr***’s desire to cancel Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a full refund 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 1-800-262- 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 Ms***’s complaint to usAt Ancestry, we are committed to providing
excellent customer service and hold our customers’ satisfaction in the highest regard
Our records indicate that Ms*** signed up for a semi-annual membership with Ancestry on February 19, The confirmation number for this transaction is:***-***-*** A chargeback was done through Pay Pal on March 14, Because Ms*** chose to initiate the chargeback process, we are obligated to follow through on that processIf her financial institution determines that the funds should be returned to us, we are not in a position to dispute that decision
If Ms*** is seeing additional billing besides what was detailed above, then she may have a duplicate accountIn order to try to locate other accounts that may be billing, we would need Ms*** to provide us with as much of the following information as possible:
Date and amount of billing and last digits of cc billed
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 raised
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,
Terrance H***

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: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: *** June 9, 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 At Ancestry, we strive to 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 Ms*** has experienced in this situation We have customers who have at one time or another attempted to cancel their subscription, but don’t complete the processIn looking further into Ms***’s account, it appears that on April 5, 2016, she upgraded her subscription from a US Deluxe to a World Deluxe Because we are committed to providing superior customer service, we have processed a refund for Ms*** in the amount of $Depending upon the payment method she used for this membership, it may take up to 3-business days for this credit to become accessible within her financial institutionThe cancellation number for this is:***-***-*** Because we want Ms*** to have success with her family 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, Jill Executive Response Team Ancestry Tell us why here

Title: Riley W***, Executive Office Response Team Contact Email: [email protected] May 25, RE: *** * *** -- *** To Whom It May Concern, Thank you for forwarding Mr***’ complaint to us. We have carefully reviewed the
request and have the following response We sincerely regret the frustration Mr*** has experiencedAt 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. As a courtesy to Mr***, we have issued a full refund in the amount of $back to the account that was originally billedThe confirmation number for this transaction is ***Please note that it can take up to business days for these funds to become available within his financial institution, depending on their refund policies and procedures We want Mr*** to know that we value him as a member and wish him success with his 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 W*** Executive Response Team Ancestry.com

Complaint: ***
I am rejecting this response because: this was not a monthly subscription but a trial periodRegardless of the fact no where in your online documents nor in the email confirmation does it mention iTunesYou accepted payment for something I could not stop for whatever reasonTherefore I hold you accountable for a complete refundI am prepared to file claim against your company if that become necessaryIt is something I wish to avoid but will do so if neededThe subscription I know now to stop through iTunesHowever you are responsible for the refund since in the end you are the one who benefitedI suggest adding verbiage a notice about how they are subscribed to member account pagesI will not allow you to skirt around by blaming the other guy
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** they need to tell us the truth WE ARE NOT AFRICAN BUT HEBREW THE CONSPIRACY AND HIDDEN IDENTITY OF BLACKS IN THE BIBLE {Full Documentary https://youtu.be/qhEvbWD5U1Q?list=PLZsjiqQyoUIHy0Vxld5i9ptWTh3iXIeXi

Contact Name and Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] January 31, RE: *** *** -- *** To Whom It May Concern, Thank you for forwarding Ms***’s complaint to usAs
the leader in online family history, we are constantly seeking to evolve and improve our service with a goal of allowing all to locate information to tell their unique family storyAt Ancestry, we strive to serve our customers’ best interests and we regret any inconvenience or frustration that has occurred from this situationWe have carefully reviewed Ms***’s account information and respond to her inquiry as follows: 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 We can confirm that her account has been canceled and she will not receive any future billingPlease note that it can take between 3-business days for these funds to become available within Ms***’s financial institution, depending on their refund policies and procedures We want Ms*** to know that we value her has a member and wish her success with 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- Riley Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
October 6,
RE: *** *** -- ***
To Whom It May Concern,
Thank you for forwarding Mr***'s complaint to usWe regret any frustration that Mr
*** has encountered with the marketing emails that he has receivedWe have removed his accounts with the following usernames from all Ancestry contact lists:
Username: chris***
We would ask that he please allow 7-business days for all emails to cease concerning these accountsNow queued for deletion, his name, email address, residential address, family tree information, and any DNA results related to the above mentioned account on our site will be removed from our system
We have appreciated the opportunity to assist Mr*** in his family history discoveries
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

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 as long as I receive the kit they say they sentThey told me three weeks ago that they would do this very thing and then recanted their offerI am hesitant to close until actually receiving said kit
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
Thank you for canceling this subscription inadvertently made by my minor child daughter.Thank you for re-imbursing the three (3) monthly charges of $totally $that have accrued.Please post a credit to that same MasterCard account that you have been previously using.Thank you very much for your prompt and reasonable resolution of this matter
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
Thank you to Ancestry.com!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: they advised it will take up to four weeks to remove my credit card number that they stored without my consent. I do not understand why it will take up to weeks
Sincerely,
*** ***

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] August 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 excellent customer service, we have made an exception to our refund policy and issued a refund of $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 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 1-800-262- Sincerely, Drew Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
September 17,
RE: *** * *** -- ***
To Whom It May Concern,
Thank you for forwarding Ms***'s complaint to usWe regret the frustrations that she
has encountered with the receiving emails from Ancestry
Our records indicate that on September 15, 2015, Ms*** phoned Ancestry and asked to be removed from our emails lists, as it was her desire to receive no further email communications from our companyWe can assure Ms*** that her email address ***@yahoo.com has been placed on Ancestry’s do not contact listOnce placed on our do not contact list, we ask customer’s to please allow 7-business days for all emails to cease concerning these accountsOnce this time frame has passed, if Ms*** should receive emails directly from Ancestry.com in the future, it will only be in regards to legally required transactional emails i.eorder confirmations, renewal notices, password recovery, etc
We apologize for any frustration this situation has caused Ms*** and appreciate her patience in this matter
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

Title: Allison, Executive Office Response Team
Contact Phone: ***
Contact Email: ***@ancestry.com
August 13,
RE: Christopher * S***
To Whom It May Concern,
Thank you for forwarding MrS***’s complaint to usAt Ancestry we are committed to providing
excellent customer service and hold our customers’ satisfaction in the highest regard
We can confirm that we never collected funds from Pay Pal for the original transaction in questionSince we never collected the funds from Pay Pal, we are not able to comply with MrS***’s request for a refund
For further information regarding the billing for this transaction we recommend that MrS*** contact Pay PalAt this time his account has been canceled so there will be no further renewals or charges
Because we want MrS*** 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

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 SO VERY MUCH. A refund from Ancestry.com has just appeared on my BankofAmericard Master CardCase closed - thanks to Revdex.com!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I wasnt asking for a full refund but refund on the shipping and handling charge as the same thing for the ancestry dna kit thru amazon.com and was shipped from ancestry and wasnt charged a shipping fee wasnt trying to be confusing dealt with the idea that was charged the reg price but was arguing the shipping cost understanded that I couldnt return it lord not sure what to do now as was trying to get this for my mom as she wanted to find her heritage an now its all messed up and they have recived her kit back and it wont be processed what can we do to fix this nd get her dna ran and take care of this mess without the shipping charge of
Sincerely,
*** ***