Ancestry.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Thank you for such prompt action!
Sincerely,
*** ***

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] June 6, 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 Our records indicate that the refund of $was issued back to the MasterCard ending in ***. For Ms***’s convenience, we have provided the Acquirer's Reference Number (ARN) belowThis number is given to our company by a financial institution when they receive the funds; in this particular situation, the number is: *** If Ms*** is further interested in tracking her refund, we would suggest contacting her financial institution and referring to the numbers givenThey will be able to provide her with answers to any additional questions regarding the 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

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: ***@ancestry.com April 26, RE: *** *** *** - *** To Whom It May Concern, Thank for forwarding Ms***’s complaint to usWe have carefully reviewed
the request and have the following responseAt Ancestry.com, 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. When customers’ purchase a subscription from Ancestry, they are given access to view records from our databases. They are then able to attach these records to family trees, download them to their computer, and add them to their shoeboxes. They are able to view all of these records while they have a current subscription, but when the subscription expires or is cancelled, the link to the records remains attached to their trees and in their shoebox, but they are not able to view the actual documents without re-subscribing. We do provide the option of downloading documents to a computer so that members are able to have continued access to the records they’ve found even if they don’t continue with a subscriptionBecause we are committed to providing superior customer service we are willing to provide Ms*** with a complimentary one month subscription so that she is able to access and download the records she has saved to her shoebox. In order to take advantage of this free access, she can reply to this email and provide us with the username for the account where she would like us to add the free subscription. Again, we regret the frustration that Ms*** has encounteredIf 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 Tell us why here

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 Mr***’s
response 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 & Conditions, which explain that all of our subscriptions renew automatically unless canceledBecause of these terms, our members are responsible for canceling online, or by contacting us via email or phone prior to their renewal date if they do not wish to continue the subscription for the next billing periodThe registration process also states multiple times that the subscription will automatically renew According to our records, no contact via online cancellation, email, or phone call was received indicating your desire to cancel prior to April 28, As a courtesy to Mr***, we have made a large exception to our refund policy and issued an additional refund for the last two years of charges in the amount of $166.95, for a total refund of $Please note that it can take between 3-business days for these funds to become available within your financial institution, depending on their refund policies and procedures Due to the dates of the charges, we are not in a position to offer any additional refundIn light of the circumstances, we are willing to offer a free year subscription to Archives.com (a value of $79.95) 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
I appreciate the business' apology, and I have already received confirmation of the removal and deletion of my account, payment method, and historyThis is also much appreciatedI am thankful the company has also stated they are issuing a refund, although this transaction has not been verified at this timeLastly, I understand improving the customer interface and posting an email contact for customer support on the company's website is feedback being passed on internallyI again implore the business to take these actions, if they are honest in speaking about their commitment to their customers
Sincerely,
*** ***

Title: Allison, Executive Office Response Team
Contact Phone: ***
Contact Email: ***@ancestry.com
August 12,
RE: Roberta *J*** -- ***
To Whom It May Concern,
Thank you for forwarding MsJ***’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 MsJ*** has experienced in this situation
When a customer has a subscription through Ancestry, they are able to attach any information or documentation they find to their family treeWhile the customer has a current subscription, they will have access to all of these documentsWhen they cancel their subscription, all of this information is still saved to their tree, but they will only be able to view the information that would be available to “registered guests” or free usersIf the document they are trying to view was found in one of our databases that requires a subscription to view, they would not be able to see the document without a subscriptionThe following link will give her information on what is available on our site for registered guests
http://help.ancestry.com/app/answers/detail/a_id/577/kw/registered%20guest
If MsJ*** re-subscribes with the same type of subscription she had previously, she will regain access to the documents that she attached to her tree with her initial subscriptionShe would be able to download a copy of these documents to her computer for future reference if she desiresIf she has our Family Tree Maker software along with a subscription, she would be able to download her tree from Ancestry to Family Tree Maker with all of her media documentation and then even if she discontinues her subscription, the full tree and documentation would be saved in a file to her computer for continuous access
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 17,
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.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
Ancestry offers customers a day free trial to allow them to try using the site before they pay for a subscriptionIn reviewing Ms***’s account, it appears that rather than signing up for a free trial with Ancestry, she signed up for a monthly World Deluxe subscription
To ensure that customers are able to cancel their subscriptions at their convenience, we offer them several options for cancelingThey are able to cancel online through their account options, by sending an email to ***@ancestry.com, or by calling our toll free number 1-*** (###-###-####)
Our records indicate that Ms*** was able to cancel her subscription online on 3/16/According to Ancestry’s terms and conditions, when customers cancel monthly subscriptions, they are able to use the subscription through the end of the month they paid for as we don’t provide refunds for monthly subscriptions
Because we are committed to providing superior customer service, we have made an exception to our policies as they regard Ms***’s membership and are prepared to issue a refund in the amount of $The confirmation number for this transaction is:***-***-*** Depending upon the payment method she used for this membership, it may take up to 3-days for this credit to become accessible within her financial institution
With this cancellation, Ms***’s access to the paid online databases will expire immediately and she will have no further billing from Ancestry.comBecause we want her 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.com, please do not hesitate to contact us at ###-###-####
Sincerely,
Allison
Executive Response Team
Ancestry.com

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
February 24,
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 sincerely regret any frustration that Ms*** has experienced in this situation
As a courtesy to Ms***, we have chosen to remove her public records from Ancestry’s databases as requestedThe records which were removed were based upon the information provided within her email to the Ancestry Executive OfficeIn addition to the removal of the information from the URL’s she provided we did an extensive search of our databases and removed every reference to her that we were able to locate
Because of the scope of the information on our website, updates to the records occur approximately every daysAs we submitted Ms***’s records for removal on February 10, 2016, they will be removed from our site within days of that date
Please note that search engines create cached copies of webpages so that their search engines will produce efficient results more quicklyWhen information is removed from a website such as ours, a cached copy is kept by the search engine until it is removed from their website at the next updateBecause we are not affiliated with any search engines, including Google, we cannot control the content they displayWe recommend Ms*** contact them regarding their content removal policies if the information continues to appear in their search results
If Ms*** has any remaining questions or concerns regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####
Allison
Executive Response Team
Ancestry

Title: Sarah, Executive Office
Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
DATE \@ "MMMM d, yyyy" April 18,
RE: *** * ***-
***
To Whom It May Concern,
Thank you for forwarding Ms***’s complaint to usWe
sincerely regret the frustration that she has experienced in this
situation.
New subscribers to Ancestry are able to choose between
beginning a free trial that migrates into a paid subscription and starting a
paid subscription directlyMs*** is correct that our free trial is days
long and that a customer who starts a free trial should not be billed during
that time
Our
records show that Ms*** had a direct subscription rather than a free trial,
and this is why she was billed immediatelyWe have made an exception to our
monthly refund policy and have issued a refund in the amount of $back to
the account that was originally billedPlease note that it can take between
3-business days for these funds to become availableThe confirmation number
for this transaction is***-***-*** Her access to the databases associated with
this membership has been terminated, and she will have no future billing from
Ancestry.
We
invite Ms*** to continue to use the free services found on Ancestry even now
after her 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,
Sarah
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,
*** ***

Complaint: ***
I am rejecting this response because: It does not address my concerns and does not even attempt to make a compromiseI would accept a half refund but the Ancestry policy appears to be not even allowing that. I will be initiating a chargeback with my credit card company and I will also be filing a Federal Trade Commission complaintAlthough I am licensed to practice law, I do not think it is worth the time to sue but as a matter of principle I am going to contest this
Sincerely,
*** ***

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 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 We sincerely regret the frustration Ms*** 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. We recently made updates to our website and DNA product that have disabled immediate access to the option to print ones’ Ethnicity ResultsHowever, there are steps that one can take to work around this limitationTo do so, simply access the DNA home page at dna.ancestry.comIn the URL located at the top of the web browser, locate the part of the URL that reads ‘Insights’Simply erase this word and place the word ‘Ethnicity’ into the URL, which will lead one to the old DNA Ethnicity pageThis will allow Ms*** to print the ethnicity results as she did previouslyFor her convenience, we have attached screenshots demonstrating this to this message 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
October 28,
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
Our records indicate that Ms*** signed up for a free trial subscription that would renew into an annual Canada Deluxe subscription on 7/25/Her free trial subscription ran from 7/25/through 8/8/Per the terms and conditions applicable to this membership, to which she agreed when she signed up for this service, she was responsible for contacting Ancestry when she didn’t want to be billed any longer for the membershipOur records further indicate that she did not first contact us until 10/23/to resolve this issue
Our refund policy states that on an initial billing for an annual subscription we are able to provide a full refund within days of the initial billingBy the time Ms*** contacted us to cancel her subscription she was well past that deadlineBecause we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a full refund to Ms*** in the amount of $*** CAD for the billing in questionDepending upon the payment method she used for this membership, it may take up to 7-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 Ancestry, please do not hesitate to contact us at ###-###-####
Allison
Executive Response Team
Ancestry

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 2, 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 Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events Mr*** described in his complaint, we did not meet this goalYour comments regarding your recent experience will be used for coaching and training our employees to help ensure the accuracy and consistency of information that our customers receive As a courtesy to Mr***, we have made an exception to our refund policy and issued a refund 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 We want Mr*** to know that we value him as a member of Ancestry and wish him continued success in his family history research If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew S*** Executive Response Team Ancestry

April 24,
RE: *** *** *** - Case # ***
To Whom It May Concern,
Thank you for forwarding Ms***’s response to usWe sincerely regret the frustration that Ms*** has experienced in this situation
As previously mentioned in our past response, we have performed the test and services with the most up to date accuracies and followed all guidelines to produce Ms***’s test
Per our Terms and Conditions, Ms*** is not eligible for a refundHowever, because we are committed to providing superior customer service, we are willing to make an exception to our policies and issue a partial refund in the amount of $***
We regret any frustrations that this may cause Ms***, we however, feel this is a fair resolution and no additional refund is available
If Ms***, would like us to proceed with the refund, she is welcome to reply to this response, or email ***@ancestry.com with instructions to do so
We also would like to reiterate, that once the DNA test has been canceled and refunded, Ms*** will no longer be able to access her DNA test resultsIf Ms*** has questions regarding the refund, she is welcome to view our Terms and Conditions which she agreed to at the following link:
http://dna.ancestry.com/legal/termsAndConditions
If you should have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ***
Sincerely,
***
Executive Response Team
Ancestry.com "Connection and Strengthening Families through the World Wide Web"

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] April 12, RE: *** * *** - Case: *** To Whom It May Concern, Thank you for forwarding Ms***’complaint to us
We 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***’ desire to cancel Our records indicate Ms*** also emailed our standard email support and received a full refund for her subscription in the amount of $on April 11, Please note that it can take between 3-business days for these funds to become available within her financial institution, depending on their refund policies and procedures 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, 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 completely and totally satisfactory to me
Thank you very much! And thank you, Allison, for your prompt response and action on behalf of Ancestry.com
Sincerely,
*** ***c.c.:
Allison
Executive Response Team
Ancestry ***@ancestry.com

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] September 1, RE: *** * *** - Case: *** To Whom It May Concern, Thank you for forwarding Ms***’ complaint to us
We 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 ###-###-#### 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 cancellation 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 $34.99. 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 back to her original method of payment 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 ###-###-#### Sincerely, Dallas Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected] August 18, 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. Upon review of Ms***’s situation, it seems the DNA kit she purchased on April 25th, has not been activated on our websiteWe are unable to process the results until the test has been activated, as this is how our members accept the AncestryDNA Terms & Conditions, as well as being the method through which we distribute and update the resultsHowever, if Ms*** still retains her original activation code, which is a 15-digit alphanumeric code contained in the original DNA packaging, she can follow the instructions in the article below to activate her test and begin the processing of her results: Activating a DNA Test If Ms*** is unable to locate the original activation code, we are happy to provide her with a free replacement DNA test so that she is able to obtain her DNA results 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

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 do believe that Ancestry.com needs to stop the practice of billing people who haven't given them permission and then refusing refunds after days This "return' policy is the worst I have ever heard and there is clearly no cost to Ancesty.com that would prevent them from refunding all the money Most stores give you at least days, and they then are forced to accept a used product back Please ensure that you put pressure on them to make fair policies that protect consumers from aggressive billing on services people may not want
Sincerely,
*** ***