Ancestry.com

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 27, RE: *** * *** -- *** To Whom It May Concern, Thank you for forwarding Ms***’s complaint to
us. We are committed to providing excellent customer service and sincerely regret any frustration that Ms*** has experienced in this situation. Like all companies, Ancestry has sales and promotions throughout the year, including during Black Friday/Cyber MondayWe do not announce these promotions in advance, and as such, we are unable to apply promotional pricing to past ordersMs*** ordered her AncestryDNA kit on November 17, The Black Friday promotion referenced did not begin until November 24, 2017, when Ms*** contacted us Due to the sensitive nature of the AncestryDNA kit, we are unable to accept returned, unused kits in the mailFor this reason, our standard AncestryDNA refund policy allows a partial refund of the cost of the kit, minus $ Because we are committed to providing superior customer service, we are prepared to make an exception to our promotional policy and 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 seven business days for this credit to become accessible within her financial institutionThe confirmation number for this is: ***. 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, Morgan Executive Response Team Ancestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] April 4, RE: *** *** - Case: *** To Whom It May Concern, Thank you for forwarding Mr***’s complaint to
usWe have carefully reviewed the request and have the following response We sincerely regret the frustration Mr*** has experienced as a result of our extending the wait times for DNA kit processingAt 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 seriously Our records indicate that Mr***’s DNA results were posted to his Ancestry account on March 30th, He may access them by signing in to his Ancestry account and clicking on the DNA button in the upper left hand corner of the websiteFrom this page, he will be able to access his AncestryDNA Ethnicity Results, any Genetic Communities he may be a part of, as well as see and interact with any DNA matches he has on our website In light of the frustration that Mr*** has experienced, we have issued an additional refund for the remainder of his unused subscription in the amount of $Please note that it can take between 3-business days for these funds to become available within his financial institution, depending on their refund policies and procedures 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
February 9,
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
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 via email at ***@ancestry.com or phone our toll free number ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing periodIn reviewing the account in question, 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 the screen and via email
At this time the account has been canceled as of 2/6/2016, and Ms*** will have no future billing from Ancestry.com Operations, IncWe have made an exception to our policies and issued a refund 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 3-business days for this credit to post to her accountThe access to the databases associated with this membership has been terminated effective immediately
Because we want Ms*** to have success with her family research, in addition to the refund we have processed, we would be happy to provide her with months of free access to Ancestry’s World Deluxe subscriptionTo take advantage of the offered free time, she can give us a call at the number belowWe left a note in her account so that anyone that answers can set up the free subscription
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

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
March 1,
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
As communicated in our original response, as a courtesy to Ms***, we chose to remove her public records from Ancestry’s databases as she requested, however, because of the scope of the information on our website, updates to the records occur approximately every days
As we submitted Ms***’s records for removal on February 10, 2016, they will be removed from our site within days of that dateThere is no way to expedite this process and we are still within the days we originally quotedWe regret any inconvenience this may cause for Ms*** and appreciate her patience in this matter
Sincerely,
Allison
Executive Response Team
Ancestry

I appreciate the partial attempted refund but as stated before, but I want a complete refund of all money I was billed for both accounts which were attached to the transaction number I gave youThe name is under my credit card on both accounts even though it says *** *** and *** *** *** There is no way they do not know about both accounts since it was addressed with their customer service people when that number was created.There is still no way to download the tree in a usable format without additional purchases of software which the consumer is not informed of at the time of purchaseONLY after you create your trees and want to retain copies do you find out that additional expense is involvedThis is not a fair practice to the consumerThe software they program can easily create a universal pdf file in addition to the special program they want you to purchaseThey give you the option to PRINT but as stated before it is not in a pdf format, and is only a random print out which results in MANY PAGES of just a few words on each page in a random fashion that is not usable or compatible with a computer program most people have on their computer like MS WORDThat leads the consumer to believe they will be able to print out what they have constructed WITHOUT purchasing additional software I consider that deceptive practicesYou already purchased their service so the consumer feels they have no choice but to make the additional purchase if they want to get something that is readableThis is misleading and unfair to the consumerWhat are they willing to do about giving the consumer a decent option to actually print out their research?
Complaint: ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The only email that I used to sign up with was *** I joined on 12/15/ I still have the welcome confirmation email I cancelled my account on 12/7/and did so by following their instructions that is listed on their websiteThe instructions direct you to log in to your account, select my account, and then click cancel subscription I do not use my *** email to join anything due to the amount of junk mail that is received with subscriptionsWeekly updates is a bit much which is what Ancestry doesIn fact, some times even two emails a day I have sent emails from ***, and certainly have never signed up for a second account. Another reason I do not accept this offer is because in the response towards the bottom I was addressed as Ms *** Copying and pasting is a fantastic tool when it is done correctlyIn other words, I feel there was no thought on their part to resolve this issue. My initial refund request was for $which is three years that I was charged for on the one and only account that I had and did cancelAncestry's offer is not even halfI do believe that at least half ($629.10) would be sufficient because I am not interested in the free one year subscription
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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I have submitted the information Ancestry requested. They responded it will take up to days to update information. If this is not done, I will submit another claim.Thank you for your help and quick response
Sincerely,
*** ***

I have heard from the company and their reply was that the search took to WEEKS certainly NOT as advertisedHorrible in factWill wait weeks (Nov22nd) to see if what I paid for does arriveThis company deserves a "black" mark and poor advertising demerit at the least

Complaint: ***
Support Article only displayed a blank page. However, if I copied the link and pasted it into a new window, it displayed the Troubleshooting article. This appears to be an issue with the Revdex.com webAttempted the steps in article:1) I am using the firefox which is an approved browser2) Updated browser, I am already using the latest version3) Clear cache, cookies and temp internet files4) restart browser5) firefox set to always allow cookies6) javascript is enabled7) disabled all browser extensions and addonsProblem still occurs. Support link provided only contact is by phoneI will email ancestry at the address provided [email protected]
Sincerely,
*** ***

Tell us why here...Contact Name and Title: Drew, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] August 18, 2017 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 situation We sincerely regret any frustration caused by this situation, and we apologize for the delay in our responseWe wish to clarify that we do not have a business relationship with Ebates.com, and the coupon she indicated (freeshipdna) is not valid with any other offersWe appreciate her letting us know that she did not encounter this scripting on our website, and have shared her experience internally for further review and consideration. In light of the circumstances, we are willing to provide Ms*** with a free month to Ancestry (a value of $34.99) at no cost to herWe are also willing to honor the previous $sale priceTo assist her in this, we have placed a note on her account indicating to honor the price and free membershipTo take advantage of this offer, please call us at the number below. 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, DrewExecutive Response TeamAncestry

Contact Name and 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***'s response to usAt Archives.com, we are
committed to providing excellent customer service and hold our customers' satisfaction in the highest regardWe regret any frustration Ms*** may have experienced due to this situation
When signing up for a membership on Archives.com, users are required to confirm that they have viewed and accepted Archives.com Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew and that members are responsible for cancelling their subscription when they no longer wish to be billedCustomers are able to cancel their subscriptions online, via telephone, or by sending us an email
As a courtesy to Ms***, we have made an exception to our refund policy and have issued a refund in the amount of $*** for the billings that took place in August and SeptemberThe refund will be posted to her original method of payment and should post to her account within the next 3-business daysThe confirmation number for this transaction is:***-***-***
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: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 11, RE: *** ***- Case: *** To Whom It May Concern, Thank you for forwarding Mr***’s complaint
to usWe have carefully reviewed the request and have the following response We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation 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 periodAccording to our records, no online cancelation or phone call was ever received indicating Mr***’s desire to cancel prior to November 9th, 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 $152.55. 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

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
You are most kind indeed
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and once the funds have been returned to me, then I will find this resolution to be satisfactory
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I am still confusedI received this email below from Ancestry on the 9th. Hello ***, Thank you for contacting Ancestry in regard to the purchase of your DNA kitWe're sorry for not getting back to you soonerWe are always sorry to learn that our members had a frustrating experienceWe are happy to assist youWe appreciate the information you have sentWe have been able to search for the account where the kit was purchased, and do see a purchase which you can verify with your Paypal receiptIt was purchased under a different email address, so I am unable to provide more specific informationSince the kit was purchased, it was also shippedEven though it was purchased on a different account, when you get the kit, you can activate it on the account with your email address, ***Again we apologize for the frustration you have experienced with this situation. I then called the Customer service rep to activate and they told me I could not activate since a refund was issued it was invalid and I would have to discard the kit and order a new oneThen yesterday the 10th I received the following email below. Dear Mr***, Thank you for contacting AncestryWe appreciate your feedback and are committed to providing excellent customer service We regret the confusion this situation has caused. The problem you reported with your Pay Pal order not showing in your account is a problem we’ve experienced several times over the holiday season, so it was our assumption that because you were seeing the charges through Pay Pal, but we were not seeing the order in your account, the order didn’t make it through to our system. When this happens, the only option we have is to refund the charge and have you re-order, so we processed the refund and provided you with instructions on how to re-order. In your case, the order did get through, but was placed on an account where there was a typo in the email address. In that situation, as long as the address we were shipping to was correct, the DNA kits would be shipped and the DNA kits could be activated on the correct account. Because of the confusion in this matter, we have asked that the DNA kit you were sent be left active so that you are able to activated it and get results. You will also receive the full refund for the purchase that we promised you yesterday In addition, if you are interested in having any other family members tested, you can still take advantage of the 20% discount we offered you yesterday We apologize for any frustration or inconvenience this situation has caused you. We want you to know that we value you as a member and appreciate your patience in this matter very Frustrated customer and no communication between the customer service folks and the people behind the curtain that refuse to speak with a customer and can only be reached by email A five minute conversation with the right person would have eliminated the need for all of this.
Sincerely,
*** ***

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
March 2,
RE: *** *** -- ***
To Whom It May Concern,
Thank you for forwarding Mr***’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 Mr*** has experienced in this situation
We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renewOur records indicate that Mr*** signed up for a free trial subscription on January 16,
When signing up for a Trial or other Membership the member is required to check off a confirmation box that they have viewed and accepted the terms & ConditionsIt also states multiply times during the sign up process “To ensure uninterrupted service, your membership will automatically renew for the same subscription term that you selected, and will renew each term thereafter.” We also notify the customer that they may opt out of renewing their subscription by calling Ancestry at ###-###-#### or by logging into the My Account page on the Website at least two days before the renewal date
Mr*** was responsible to cancel online, or contact us by our toll free number ###-###-#### if he did not want to continue with the subscriptionAccording to our records, no communication was received from Mr*** indicating his desire to cancel until February 22, The phone agent Mr*** spoke to, made an exception to Ancestry’s refund policy and processed a refund for his most recent billing
Because we are committed to providing superior customer service, we are prepared to make a large exception to our policies and issue an additional 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 AncestryBecause 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 ###-###-####
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 There is no need for arbitration I will await reimbursement to me via check in the mail as I have terminated their access to my credit card
Sincerely,
*** ***

Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] August 29, RE: *** *** -- *** To Whom It May Concern, Thank you for forwarding Ms***’s complaint to us. We are
committed to providing excellent customer service and sincerely regret any frustration that Ms*** has experienced in this situation. We try to make the AncestryDNA testing process as simple and straight-forward as possible and provide our customers with clear expectations of processing timeframes in a number of places, both on our site and in the email communications we provide throughout the process. On Ancestry’s main DNA information page, we provide customers with the simple steps for getting started with our DNA testing. We include additional information on timeframes at the bottom of this page in our FAQ’s section. Following is a link to get to the main AncestryDNA information page and screen shots where we communicate this timeframe. http://dna.ancestry.com/ In light of the circumstances, we would be willing to make an exception to our refund policy and issue a full refund to Ms*** in the amount of $CADIf Ms*** would like to take advantage of the offered refund, then we would ask that she delete the DNA test in question from her accountTo delete the test one would go to their DNA results home page and click on the settings button to the right of ones nameOn the settings page, there is a button in the right hand column that allows one to enter their password and delete their testOnce the test has been deleted, please respond to this email and we will be happy proceed with the refund. Again, we regret any frustration or confusion this matter may have caused Ms***. We want her to know that we value her as a member and wish her 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 ###-###-####. Sincerely, Dallas Executive Response Team Ancestry.com

Contact Name and Title: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: *** May 30, 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 responseAt Archives, 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 Ms*** has experienced in this situationWe have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Ms*** started a monthly Archives subscription on March 12, When signing up for a membership on Archives, users are required to confirm that they have viewed and accepted Archives 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 her partThis would have resulted in a cancellation number being given to her both on screen and via emailBecause 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: ***. If you have any questions regarding this or any other matters pertaining to Archives, please do not hesitate to contact us at ###-###-####Sincerely, Jill Executive Response Team Archives Tell us why here