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 have also received an personal email from this person as well informing me that they will indeed refund me my money back.I thank you all for all your help in this matter
Sincerely,
*** ***

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
December 15,
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
We as a company have our customers in the bests of interestWe 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 periodAccording to our records, no online cancelation or phone call was ever received indicating Ms***’s desire to cancel prior to her calling us on December 12,
Because we are committed to providing superior customer service, we made an exception to our refund policies and issued a refund to Ms*** in the amount of $when she called us to cancel on December 12, 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 as of December 12, 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

Contact Name and Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 13, 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 interests and apologize for any frustration or inconvenience that has occurred due to this situation. We have reviewed the information that Mr*** has provided and we were unable to duplicate the problems he described with accessing the DNA homepage on Mozilla Firefox, including the button to access the status of additional DNA testsThis leads us to believe there may be settings on his computer which are not currently compatible with our website We recommend that he follow all the troubleshooting steps outlined in the following article: Troubleshooting Problems on Ancestry Additionally, Mr*** may be attempting to access our support center from an expired linkFor his convenience, we have provided the link to our support center below: Ancestry Support Center In light of the circumstances, we would be willing to provide Mr*** with a complimentary month of the World Deluxe subscription (a value of $34.99) at no cost to himTo redeem this offer, we ask that he email us 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, Riley Executive Response Team Ancestry

To Whom it May Concern, We have carefully reviewed your comments and have the following responseWe are sorry that you weren’t satisfied with the results of your recent research projectThe goal with all of our clients is to use their research retainers in the most effective and efficient
manner to achieve their goalsAs we described during the initial research conversation, research in Ireland can be very challenging and you can’t necessarily assume that you will make the same progress researching in Ireland that you may accomplish in other countries, like England, for exampleMany critical records have been destroyed and are simply not availableAn additional complicating factor with your particular project was that we were researching an illegitimate birth in about The research agreement we reviewed with you and which you signed, clearly states that we cannot guarantee positive results because of the nature of doing genealogical research. Following your initial complaint, we conducted a second review of our research and found it to be of the highest qualityDue to the challenging nature of your research request, most of your research was performed by one of our professional genealogists in our Dublin office, having expertise in the area of your researchWe examined all of the documents that were available to us and that offered our team the best chance for finding the information about your ancestors. While we are sorry that the genealogical records did not contain more helpful information and clues about your family for us to be able to make further progress, that sometimes is the result that happens when researching in difficult areas like Ireland. As soon as we encountered a roadblock with our research on your *** line, we shifted focus to your second goal of researching your *** line, where we made significant progressAt the conclusion of your project, your professional genealogist participated in a phone call with you to review the results and answer your questionsWe delivered to you a professional research summary as well as a comprehensive 16-page research journal the described the details of each search that we performedWe also provided you with new documents and a new research tree on the Ancestry siteAgain we wish we could have made more progress, but the records were not forthcoming. We do wish you all the best in your continuing research of your ancestors

Contact Name and Title: Kate, 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
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 Because we are committed to providing superior customer service, we have made an exception to our refund policy, and we have processed a refund for Mr*** in the amount of $Depending upon the payment method he 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: ***. 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

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
December 4,
RE: *** ***
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
In the Terms and Condition that all customer’s must agree to before purchasing a DNA kit it says, “If you cancel within the first days of placing your order, and before you returned a DNA sample to AncestryDNA, you will receive a refund equal to the price paid for the AncestryDNA Test minus $AncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion.” We have provided a link to our full Terms and Conditions for your convenience below
http://dna.ancestry.com/legal/termsAndConditions
The reason for this policy is because once an order is made for a DNA kit, we are unable to prevent the kit from shippingAs we are unable to use a returned DNA kit, we must deduct the price of the kit ($25.00) from any refund we give on DNA kits
Because we are committed to providing superior customer service we have made an exception to our DNA refund policy and have processed an additional refund for Ms*** in the amount of $Please note that the refund will go back to her original method of payment within the next 7-business days
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] 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 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. We regret that we are unable to provide Mr*** with a specific date as to when his results will be readyWe 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 samplesAs a result, Mr*** should have received an email on April 1, indicating DNA sample is in its final stages of processingFrom the time of that email, it should only take about 2-weeks until processing is complete In light of the difficulty and frustration Mr*** have experienced as a result of this delay, we would like to offer him a complimentary three month World Deluxe subscription (a value of $104.97)The World Deluxe subscription provides you access to all of the records we have available on AncestryThis membership also provides additional benefits 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 receivedWhile waiting for his kit to process, we invite Mr*** to explore Ancestry with this complimentary subscriptionTo redeem this offer, please email our Executive Office directly at [email protected] We will notify him by email once the testing begins, and he may check the status of your DNA test at any time by logging into his account and selecting "DNA" in the top left corner 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 offer, 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 accountThen navigate to the DNA Home page, and click 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

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: ***@ancestry.com
November 30,
RE: *** *** - ***
To Whom It May Concern,
Thank you for forwarding Mr***’ 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
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 Mr*** signed up for a day free trial membership on 10/28/His trial membership ran from 10/28/to 11/11/Per the Terms of service on our website, all of our subscriptions automatically renew after the free trial membership
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 periodAccording to our records, no online cancelation or phone call was ever received indicating Mr***’ desire to cancel
Currently, the account has been canceled as of 11/30/so there will be no further renewals or chargesBecause we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue a refund in the amount of $Depending upon the payment method he used for this membership, it may take up to 3-days for this credit to become accessible within his financial institutionThe confirmation number for this transactions is:***-***-***
With this cancellation, Mr***’ access to the paid online databases will expire immediately and he will have no further 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

Complaint: ***
I am rejecting this response because: I already paid full price plus shipping for the DNA tests $in total I was given a $credit for the tests I would like to have the test reactivated or new tests shipped for $ Offering me to buy new tests plus shipping at the current promotional price is not acceptable
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 meI would like to thank you very much for your help as I didn't expect this outcomeThank you very much.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] August 16, 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 regret any frustration that Mr*** has experienced in using our siteAncestry’s 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 researchPer our Terms and Conditions, Ancestry does not monitor user submitted contentWhen a member adds content to a tree they have set as public, they are allowing other Ancestry subscribers to view and copy information and photos from the treeIf they do this, the copied information will include a source indicating that they are the original submitter of the contentTo review Ancestry’s Terms and Conditions as they relate to user submitted content please click here From time to time users may download information found on Ancestry and this content may be uploaded to a tree later on. When this happens, the site will automatically indicate that they are the original submitter in an attempt to give credit for the work, which is the intent of this featureIf Mr*** believes this happened with content he made public on Ancestry, he may contact the submitter and ask that they give him credit for the workAlternatively, he may also make a comment on the photo in question. As stated above, information found on public trees is available to other subscribers to copy to their treeIf Mr*** does not wish for others to use content that he has uploaded to the site, he will need to make his tree privateThis will allow only individuals that he has invited to access to his family tree informationWe regret any frustration this situation has caused and appreciate your understanding 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: 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 As a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that have occurred from this situation Because we are committed to providing superior customer service, we have issued Mr*** a refund in the amount of $The confirmation number for this transaction is *** Depending on the payment method he used for this membership, please note that it may take up to 3-days for this credit to post to his account Because we are not the party that issued the overdraft fees on Mr***’s banking account, we are not in a position to refund or reimburse themWe have found that in similar situations, when we have provided a full refund for a certain product, many financial institutions are willing to refund overdraft feesWe suggest Mr*** contact his financial institution to discuss this possibility 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 guestHe may also re-subscribe at a time of his choosing 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] August 10, RE: *** ***- Case: *** To Whom It May Concern, Thank you for forwarding Mr***’s complaint
to us, and we apologize for the delay in our responseWe 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 recognize that it is frustrating to purchase a product immediately before the price is changed, or a sale occursIn light of the circumstances, we have made an exception to our refund policy and issued a 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 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: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] August 8, RE: *** * *** - Case: *** To Whom It May Concern, Thank you for forwarding Ms***’s complaint
to usWe have carefully reviewed the request and have the following response As a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that have occurred from this situation When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number 1-800-262-prior to the renewal date if they do not wish to continue the subscription for the next billing period According to our records, no online cancelation or phone call was ever received indicating Ms***’s desire to cancel Because we are committed to providing excellent customer service, we have made an exception to our refund policy and issued a refund of $The confirmation number for this transaction is *** Depending on the payment method she used for this membership, please note that it may take up to 3-days for this credit to post to her account The access to the databases associated with this membership has been terminated effective immediately and Ms*** will have no future billing from Ancestry. Because we want Ms*** to have success with her family research, she will have continued access to the free resources on our site as a registered guest If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew Executive Response Team Ancestry

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 that the business is looking into altering its registration process to prevent this mistake from happening in the futureThank you
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and wish to accept this as per my understanding noted below:My understanding as per our communication is that you are offering the refunds noted below and the complimentary World Deluxe subscription beginning December to automatically expire in December Both as indicated below If I am correct in my understanding then I accept this offer and wish this issue to come to an end."Our records indicate that the refunds of $and $have been issued back to the card ending in ***. For your convenience, we have provided the Acquirer's Reference Numbers (ARNs) below. These numbers are given to our company by a financial institution when they receive the funds; in your particular situation, the numbers are: ***, ***, ***, ***, ***, ***,***, ***, ***, ***, ***, ***,***""As requested in Ms***’s response, we have activated a complimentary annual World Deluxe subscription on her account with the username: ***The subscription will run from today, December 14, and automatically expire on December 14, The order number for this transaction is: ***."
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I do, however, request confirmation that Ancestry.com will not use my credit card information in the future, whether for automatic renewal or any other purpose not expressly authorized by me.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
IF AND WHEN I SEE THE CREDIT CARD REFUNDED.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]I accept the AncestryDNA response, (PROVIDED THAT THEY DO REFUND AS PROMISED.)  Incidentally, they do NOT present the list of terms PRIOR to collecting money.  If you log onto their site, the current kit price is shown above an "Order now" button.  When you click that button, it proceeds DIRECTLY to an account creation and a paywall. My PROFOUND thanks to Revdex.com for helping with this matter!! [redacted]