Ancestry.com

Complaint: ***
I am rejecting this response because:
When I notice the billing on my pay paL account, I did try to contact for cancellation in January but due to the long waiting time to get thru on the number Day after day, I gave up and I was unable to contact themSo I had no alternative but dispute the charges via pay palWhen I did finally get thru to an Acestery.com she gave me a month credit of services and a refund for the February fee, of which I have a referral confirmation number forI never receive that credit notice nor the refund of $for February fees on the PayPal account ,so I contacted the Revdex.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 I did call over weeks ago to request it being removed and five more calls. It took the Revdex.com.org to get the results. Thank you Revdex.com.org for protecting my credit information
Sincerely,
*** ***

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
March 15,
RE: *** * *** -- ***
To Whom It May Concern,
Thank you for forwarding Mr***’s complaint to us, we regret the delay in responding to the
original complaint that you said was sent to us on 3/1/We don’t have any record of receiving that complaintWe sincerely regret the frustration that he has experienced in this situation
In reviewing our records we can see that Mr***s DNA test was shipped to his Mendon Illinois address on February 23, His DNA test was activated on his Ancestry account on March 3, and his saliva sample arrived at our lab to begin testing on March 9, and is awaiting processingThe typical timeframe for processing DNA results is 6-weeksWe will follow up with Mr*** via email when his DNA results are ready and he can sign in to the DNA page on his Ancestry account to view the results once they have been completed
For his information, we have provided links below to articles that may be helpful to Mr*** in using the results he will receive shortly
AncestryDNA common questions:
http://help.ancestry.com/app/answers/detail/a_id/5442/kw/DNA
What do I do with my AncestryDNA matches?
http://help.ancestry.com/app/answers/detail/a_id/5566/kw/Using%20DNA
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: Kate, Executive Office Response Team Contact Phone: 800-262-Contact Email: [email protected] January 9, RE: *** * ***-- *** To Whom It May Concern, Thank you for forwarding Mr***’s complaint to us. We are
committed to providing excellent customer service and sincerely regret any frustration that Mr*** has experienced in this situation. We regret the disappointment Mr*** experienced due to his DNA resultsAt Ancestry, we use the most up to date technology available to provide our members with an accurate representation of their ethnicity results. In time and with further research and testing we hope to be able to provide all of our members with more specific ethnicity results. We created Mr***’s genetic ethnicity estimate by comparing his DNA to the DNA of people in our reference panel, as explained in the articles referenced below, which may also be found on our website. As new data becomes available and the science behind ethnicity estimation improves, Mr***’s ethnicity estimate may be refined To learn more about the research behind our AncestryDNA test, we recommend that Mr*** review the following help articles found in the links belowHe can also find this information through the Help link located at the top-right of his DNA ethnicity estimate on our website Unexpected Ethnicity Results AncestryDNA Ethnicity AncestryDNA Ethnicity Estimate White Paper We want to remind Mr*** his test results are in a continuous matching system where they are compared to all tests in our database and will be compared to all new tests that are taken. Because of this, Mr*** will continue to receive additional DNA matches, allowing him to collaborate with family members who may be able to share new insights and information regarding his ancestor’s origins If Mr*** should choose to discontinue using his AncestryDNA results, they can be deleted by clicking the settings button on his DNA home page If this is the option he chooses, we would be happy to process a full refund for the test he purchased in the amount of $To confirm the deletion and acceptance of this option, we ask Mr*** to contact us directly at [email protected] and we’ll be happy to process the refund. 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, Kate Executive Response Team Ancestry.com

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 Mr***’s complaint to usWe have carefully
reviewed the request and have the following response
We sincerely appreciate the feedback that Mr*** has provided about Ancestry’s decision to retire Family Tree MakerWe have forwarded his suggestions to the appropriate departments for further review and consideration
On December 8, Ancestry announced that we are discontinuing sales of our Family Tree Maker software on December 31st Following the Family Tree Maker desktop software announcement, we’ve seen an outpouring of comments, questions and the concerns raised by customersWe want Mr*** to know that we truly value him as a customer and his feedbackHere are three key things we’d like to re-assure him 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 productHe will be able to use the software, exactly as he 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 Mr*** 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

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
Ancestry
January 7,
RE: *** * *** -- ***
To Whom It May Concern,
Thank you for forwarding Mr***’s complaint to usAt Ancestry.com, we are
committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard
We regret the frustration Mr*** experienced in activating his gift subscriptionAncestry always strives to provide exemplary customer serviceBased on his feedback and the description of his experience provided in his correspondence, we are actively reviewing this matter with our Member Services department to ascertain how we can improve the quality of our customer serviceWe apologize that our customer service did not meet his expectations
Because Mr*** has been inconvenienced by this situation, we would be happy to provide him with a month of free access to our US Deluxe subscriptionWe left notes in his account so that he can take advantage of the free month once his gift 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 ###-###-####
Sincerely,
Allison
Executive Response Team
Ancestry.com

Complaint: ***
I am rejecting this response because: The response from Ancestry.com is unclear They expressed that they would now refund $(month), of the months I was charged Is this in addition to the month I had previously been told I would be refunded for via the representative I spoke with when I called on 11/11/2016? In other words, am I now being refunded for both of the months I was billed for that I did not agree to? If so, then I do accept the response If they are simply restating what the representative stated, (which prompted this claim to be filed), then they should make that clear in their response---In other words, am I being refunded for both months (September & October)?
Sincerely,
*** ***

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 regret the frustration that this situation has caused As a courtesy to Ms***’ we would be willing to provide her a full refund for her DNA test in the amount of $We ask that she email us directly at [email protected] to take advantage of this offer Because we are committed to excellent service, the complimentary replacement kit that has already been sent to Ms***’ will be left active for her use 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

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 2, 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 any frustration caused by this situationBecause of our internal policies and procedures, we are unable to delete Ms***’s DNA tests from her account, as doing so requires that we use or reset her Ancestry password For her reference, we have included step-by-step instructions on deleting this test both on a mobile browser and on a web browserWe recommend she try a different web browser or device to access and delete the resultsOnce she has processed this deletion, we will happily issue her a refund 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

December 15,
RE: *** *** -- ***
To Whom It May Concern,
Thank you for forwarding Ms***’s response 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
Based on the information Ms*** provided us through this complaint, we cannot locate an additional account billing in her name at AncestryPlease have her provide as much of the following information as possible:
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, we will be able to 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,
*** * ***

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
September 23,
RE: *** *** --***
To Whom It May Concern,
Thank for forwarding Ms***’s response 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 seriously
We regret any frustration Ms*** has experienced due to this issue and have tried to do all that we can to resolve her concernsWe have made an exception to our policies and have provided her with a full refund for her annual subscription in the amount of $***The cancelation number for this is: ***
To ensure that Ms*** retained access to the website to be able to remove her trees as she requested in her initial email, we have provided her with three months of free access to our site as well as a free download code for our Family Tree Maker software and the instructions she would need to be able to download her Ancestry tree so that she could save it to a file on her computerIf she needs further assistance with this process we have support articles available on our website or she can call ###-###-#### for telephone support
We value Ms*** as a customer and would love for her to continue using our websiteShe can re-subscribe to the website at any timeHowever, if she chooses to renew her subscription it would be with the understanding that we will eventually move all of our customers over to the New Ancestry and that the changes she has requested may not be made and she would be agreeing to use the website “as is”
We feel that we have done all that we can to address Ms***’s concerns and consider this matter closed
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

DATE \@ "MMMM d, yyyy" January 12,
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 any frustration that Ms*** has
experienced in this situation
Because Ms*** is clearly dissatisfied the Family
Tree Maker program purchased from Staples, we have processed a refund in
the amount of $It may take up to 5-days for this credit to become
accessible within her financial institution
If you have any questions regarding this or any other
matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####
Sincerely,
Sarah
Executive Response Team
Ancestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] June 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 We are sorry to hear of Ms***’s mother’s health condition, and regret that we were unable to process either of her samplesWhile we are unable to provide context for the specifics of Ms***’s situation, in most situations radiation and chemotherapy may affect a person’s ability to provide a viable sample, but not affect the results themselves Because we are committed to providing superior customer service, we have processed a refund for Ms*** in the amount 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 5-days for this credit to post to her account Again, we sincerely regret the frustration that Ms*** has experiencedWe want her to know that we value her as a member of Ancestry and wish her continued success in her 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

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
March 29,
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 this situation and have submitted her feedback about an email verification process
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 cancelIn reviewing our records, we were unable to locate a successful cancellation attempt on Ms***’s partThis would have resulted in a cancellation number being given to her both on screen and via email
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,
Allison
Executive Response Team
Ancestry

Contact Name and Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 9, 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 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*** has experienced in this situation Our records indicate that Mr*** started a 14- day free trial with access to the World Deluxe subscription on December 5, 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 cancelIn reviewing our records, we were unable to locate a successful cancellation attempt on your partThis would have resulted in a cancellation number being given to you both on screen and via email Because we are committed to providing superior customer service, we have processed a refund for Mr*** in the amount of $to cover the remainder of the refund owed from the migration and a full refund of the most recent purchaseDepending 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: ***. Because we want Mr*** to have success with his family research, he will have continued access to his 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 1-800-262- Sincerely, Kate Executive Response Team Ancestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] April 22, RE: *** * *** - Case: *** To Whom It May Concern, Thank you for forwarding Ms***’ 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 understand Ms***’ concerns, and we want to assure her that we have investigated the situation thoroughly Our mission is to help everyone discover, preserve and share their family history; we encourage all users to build a tree that tells their family story according to their research, and do not monitor the accuracy of user submitted contentOur Terms and Conditions state, “For User Provided Content, we are merely hosting and providing access as well as providing tools to post and share content, and we cannot accept any liability with regard to such material (including with respect to its accuracy).” While we do not manage user-submitted content, we will review complaints regarding postings which may be illegal, threatening, harmful, abusive or otherwise objectionableWe do not intervene in cases of potential inaccuracies within tree contentWe have reviewed this situation, and have found nothing in violation of our Terms and Conditions In light of the circumstances, we would be willing to grant Ms*** a complimentary three month membership to our World Explorer subscription (a value of $104.97) free of chargeTo take advantage of this offer, please email our Executive Office directly at [email protected]. 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

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: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
September 22,
RE: *** * *** -- ***
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
At Archives.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 Ms*** 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*** signed up for a monthly membership that began with a free seven day trial on August 25,
Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membershipIn Ms***’s case, her trial renewed to a monthly paid membership on September 01,
When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & ConditionsIn addition to this, the siprocess also states that an automatic-renewal will occur without a cancellationMs*** was responsible to cancel online if she did not want to continue the subscriptionAccording to our records, no email or online cancelation was ever received from Ms*** indicating her desire to cancel
Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a full refund to Ms*** in the amount of $for the past billingDepending upon the payment method used for this membership, it may take up to 3-days for this credit to become accessible within her financial institution
With this cancellation, Ms***’s access to the paid online databases will expire immediately and she will have no further billing from Archives.com
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: ***@ancestry.com
January 14,
RE: *** *** -- ***
To Whom It May Concern,
Thank for forwarding *** ***’s complaint to usWe have carefully reviewed
the request and have the following response
We're sorry to hear that *** is unsatisfied with the New Ancestry thus farWe value our members’ feedback, and we have been able to add and adapt new features and updates on the New Ancestry with the feedback we have received from our membersPlease keep in mind that we are continuing to update New Ancestry and it’s definitely a work in progress as Ancestry has always beenFor ***’s convenience, we have included links below to an article from our Support Center as well as a few Ancestry Blog posts that provide additional information and assistance with navigating New Ancestry
Support Center Answer Link: The New Ancestry
Blog Posts:
• http://blogs.ancestry.com/ancestry/2015/06/01/announcing-the-new-ancestry-websit...⇄ /> • http://blogs.ancestry.com/ancestry/2015/06/05/new-ancestry-feature-update/
Ancestry did announced that we are discontinuing sales of our Family Tree Maker software on December 31st Following the Family Tree Maker desktop software announcement, we’ve seen an outpouring of comments, questions and the concerns raised by customersWe want *** to know that we truly value our customer’s feedbackHere are three key things we’d like to re-assure members of:
• 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 productCustomers will be able to use the software, exactly as they do 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
To see updates and more information about the retirement of Family Tree Maker we would invite *** to use the following link to our blog
http://blogs.ancestry.com/ancestry/2015/12/09/more-information-on-family-tree-ma...⇄ /> We want *** to know that we value and respect our customer’ privacy and have standards in place to protect the integrity of the data our customers entrust to usWe understand ***’s concern regarding the use of customers anonymized personal information, and we have made available the following resources to help address customer’s privacy questions
Ancestry Blog
http://blogs.ancestry.com/ancestry/2015/06/26/understanding-your-privacy-setting...⇄
Privacy Policy
http://www.ancestry.com/cs/legal/privacystatement
While the majority of our customers choose to keep their trees public for the benefit of discovering, sharing and collaborating with the Ancestry community, they do have the option to make their tree private and we will not share information from private trees for research purposes unless customer’s signed our informed consent
To review or opt out of Ancestry DNA, and find instructions on how to make your tree information private, please follow the instructions in the following link:
http://dna.ancestry.com/legal/consentAgreement#
Again, we regret the frustration that *** has experienced with the recent changes Ancestry has madeIf members choose not to agree to the terms and conditions necessary to use the website or AncestryDNA we respect their decision and wish them the best of luck in their family history research
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