Ancestry.com

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 We sincerely regret the frustration Mr*** has experienced as a result of our extending the wait times for DNA kit processing. 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. In light of the difficulty and frustration Mr*** has experienced as a result of this delay, we would like to offer him a complimentary three month membership to Ancestry (a value of $104.97) A membership also provides additional benefits to the DNA results such as Shared Ancestor Hints, DNA Circles, and New Ancestor DiscoveriesIf Mr*** would like to read more about these added benefits, we have provided a link to the following article: AncestryDNA and Subscriptions Our processing time for DNA kits has been extended due to the high volume of kits we've receivedWe are working to reduce wait times, and are happy to announce that we recently opened an additional lab to expand our capacity to process and analyze DNA samplesFrom the time that Mr***’s test began processing on April 25, 2017, it will only be 2-weeks for the results to become available While waiting for his kit to process, we invite Ms*** to explore Ancestry with this complimentary subscriptionTo redeem this offer, please email our Executive Office directly at [email protected] If Mr*** feels this delay in our lab processing is impacting his experience to the point where the product no longer works for him, we would be willing to provide him with a full refund of his test in the amount of $In order to redeem this offer, however, we ask that he first delete his test from the website If Mr*** would like to pursue this refund, we ask that he email us at [email protected] once the test has been deletedHe may delete the DNA results by first logging into his Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the pageOn this page, there an area on the right-hand side with a button labeled Delete Test ResultsHe may then simply click on this button and enter his Ancestry password to confirm the deletion of his test 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 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 that Ms*** registered an account with us on September 3, This account is currently in a status known as Registered Guest, and she can access any of the free services available on our website through this account, but does not have a subscription with us, nor is she set to be billedTherefore, no cancellation is necessaryWe appreciate her patience in this matter If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew Executive Response Team Ancestry

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-Contact Email: [email protected] October 4, 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 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 period According to our records, no online cancelation or phone call was ever received indicating Ms***’ desire to cancel Because we are committed to providing superior customer service, we have made an exception to our policies and issued a refund to 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 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 1-877-283- Sincerely, Dallas Executive Response Team Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that I do not wish to waste time pursuing the matter further. I will say, however, that since I am paying for the service, I should not also have to support the company's advertisers, as they admit I am doing in the background in order to access their service. As before, the company have not answered my questions; they have only referred me to FAQ links. They have, however, admitted that in order to use their service I must tolerate force-fed background processes off which the company is making money above and beyond my subscription fee. I am grateful that the Ancestry have extended my subscription in order to compensate me for the extra work I had to do in order to make their service function.
Sincerely,
*** ***

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
We have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renewOur records indicate that Ms*** started a monthly US Deluxe subscription on November 9, 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 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

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, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] October 5, 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 a refund to 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 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

Complaint: ***
I am rejecting this response because:they really do not care about their customers and about the service provided
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 Thanks so much for such a prompt response
Sincerely,
Kelly ***

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
December 21,
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
In reviewing Ms***’s account information, it appears that rather than signing up for a free trial subscription, she signed up for a free registered guest accountBecause we do not bill for registered guest accounts, there is no need to cancel, which is why that option will not be available in her account
Ms*** can review the status of her account by logging in and then clicking her username in the upper right hand corner and selecting “My Account”Once on her account page, she should be able to see that the status is “Registered Guest”Because we want Ms*** to have success with her family research, she will have continued access to the free resources on our siteThe following link will provide information on registered guest accounts
http://help.ancestry.com/app/answers/detail/a_id/577/kw/registered%20guest
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:The response is factually incorrect in two key elements that have a direct bearing on this issue based on what I’ve been told by Mackiev,Drew’s response: “Software MacKiev has been the developer of Family Tree Maker for Mac for more than eight years”.Mackiev customer support - “Kindly note that FTM was developed and sold by Ancestry, while FTM was made by Software MacKiev.” Drew’s response: As we are not the publishers of the software any longer, we are not in a position to offer product support for Family Tree Maker, “nor make decisions regarding support of older versions of the software,” Mackiev customer support “You're correct that they (Ancestry) retired the old technology that powered sync and other Ancestry connected features in their versions.”
Sincerely,
*** ***

August 21,
RE: Eric * W*** -- ***
To Whom It May Concern,
Thank you for forwarding MrW***’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 MrW*** has experienced in this situation
Per the Terms of service on our website, subscription memberships are on a continuous service basisThis 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
When signing up for a free trial or other membership, 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 received from MrW*** indicating his desire to cancel the subscription before he contacted us on 8/21/to cancel
Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a refund to MrW*** in the amount of $for the billings in July and AugustDepending upon the payment method he 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 MrW*** 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
Sincerely,
*** ***

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 1, 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 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-days for this credit to post to her account Due to the dates of the charges, we are not in a position to offer any further refundIn light of the circumstances, we would be willing to offer Ms*** a complimentary six month membership to Ancestry (a value of $99.00) free of chargeTo take advantage of this free subscription, we invite Ms*** 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 1-800-262- Sincerely, Drew S*** Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
January 13,
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
When signing up for a free trial 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 free trial 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, have cancelled Ms***’s trial subscription so that it will not continue to attempt to bill herThe confirmation number for this transaction is***-***-***
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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey did send me an email confirming my DNA sample to have been destroyed
Sincerely,
**

Contact Name and Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 23, RE: *** ***- Case: *** To Whom It May Concern, Thank you for forwarding Mr***'s complaint to usAt
Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard 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 As a courtesy to Mr***, we have made an exception to our refund policy and have issued a refund in the amount of $Depending upon the payment method used for this membership, it may take up to 3-business days for this credit to become accessible within his financial institutionThe cancellation number for this is: ***. We regret to any frustration or inconvenience Mr*** has experienced 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- Sincerely, Kate Executive Response Team Ancestry.com

Complaint: ***
I am rejecting this response because: It does not the base problem and unless a person uses Ancestry on a regular basis they might never know that there is a riskMy husband had a problem a couple of years ago and we did not know thw source of how the information was obtainedAs far as I understand the law since they are the ones who are posting the information they are liable for information gained from their siteThey cannot independently go after the people they got the information from but they can still be held liable since that is the open source not the people they got it fromAs an example if they get their information from Intellius or a similar on line source (which some appears to come from) as a user of Ancestry and not Intellius I can go after Ancestry who can then go after Intellius for providing the information to themI am not required to go after Intellius since the information I reviewed was seen on AncestryThis is similar to receiving stolen good where I could go after the person who has it not just the person who stole it. At this point I do not want to pursue any further action through the Revdex.com but have another path to follow and will do soI am not accepting the response but do not want to proceed through Revdex.com
Sincerely,*** ***

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
September 18,
RE: *** *** -- ***
To Whom It May Concern,
Thank you for forwarding Ms***’s complaint to usAt Ancestry we are committed to
providing excellent customer service and hold our customers’ satisfaction in the highest regard
We 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 Ms*** signed up for a monthly trial membership on March 1,
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 during the sign up process that “After your 14-day free trial ends, your membership will commence and you will be charged the full amount of $plus applicable tax, unless you cancel your membership by visiting your My Account page or calling the number above on or before March 15, 2015.”
Ms*** was responsible to cancel online by visiting the My Account section, or by contacting us by our toll free number ###-###-#### if she did not want to continue the subscription for the following monthAccording to our records, no successful online cancellation, email or phone call was received from Ms*** until July 22, indicating her desire to cancel
At this time the account has been canceled so there will be no further renewals or chargesBecause we are committed to providing superior customer service, we were prepared to make a large exception to our policies and issue a refund to 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 3-days for this credit to post to her account
Because we want Ms*** to have success with his 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

Complaint: ***.
I am rejecting this response because:
Ancestry.com agreed to refund the $for the unwanted 6-month subscription within 3-days of their response to your (Revdex.com) correspondenceAs of today's date I have not received the agreed upon reimbursementShould the reimbursement amount appear in my bank account within the coming few days I will be fully satisfied, but I was notified that I should respond to Revdex.com's request for my acceptance/rejection as soon as possibleI thank you for your assistance, and hope that my money is refunded in the coming few days
Sincerely,
*** ***