Ancestry.com

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] Thank you so much!!!!!Revdex.com and Kate from Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     May 28, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. At...

Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    As a courtesy to Ms. [redacted], we have made an exception to our refund policy, and have issued a refund in the amount of $34.99 back to the account that was originally billed. The confirmation number for this transaction is 193071681. The access to the databases associated with this membership has been terminated effective immediately, and Ms. [redacted] will have no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within her financial institution, depending on their refund policies and procedures.   We always appreciate any opportunity to assist our members in discovering, preserving and sharing their family history. If at any time in the future Ms. [redacted] becomes interested in researching or saving her family history, she may continue to use the free services found on Ancestry even now after his subscription has ended.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Riley Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     June 13, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. 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.    As the leader in online family history, we are constantly seeking to evolve and improve our service with a goal of allowing all to locate information to tell their unique family story. At Ancestry, we strive to serve our customers’ best interests and we regret any inconvenience or frustration that has occurred from this situation.   As a courtesy to Ms. [redacted], we have issued a refund in the amount of $99.00 back to the account that was originally billed. The confirmation number for this transaction is [redacted]. The access to the databases associated with this membership has been terminated effective immediately, and she will have no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within her financial institution, depending on their refund policies and procedures.   We always appreciate any opportunity to assist our members in discovering, preserving and sharing their family history. If at any time in the future Ms. [redacted] becomes interested in researching or saving her family history, she may 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, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Riley Executive Response Team Ancestry

Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     May 10, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We have personally contacted Ms. [redacted] regarding her concerns, and believe we were able to resolve the situation.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Kate Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because: There has been no response to my compliant. I have emailed Ancestry at the email address provided by Ancestry. However, I will not accept Ancestry's response to my Revdex.com compliant until Ancestry has taken action on my compliant. 
Sincerely,
[redacted]

Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     May 14, 2018 RE: [redacted]– Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. At Ancestry, we are...

committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    Due to Ms. [redacted]’s specific situation, we ask that she contact us directly at [email protected] to further attempt to resolve this issue.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Kate Executive Response Team Ancestry

Contact Name and Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   May 17, 2018   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to...

us. We have carefully reviewed the request and have the following response.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation.   After a thorough investigation of this situation, we have identified the AncestryDNA kit in question. It appears that the kit was purchased through eBay, an unauthorized seller of AncestryDNA kits. As such, we experienced difficulty locating the original kit’s activation.   After locating the kit in question, we discovered an error in the activation of the DNA kit that prevented the results from being delivered to the test participant. We have made an exception to our policies regarding kits purchased from unauthorized sellers and have processed an order for a complimentary replacement kit to be sent to the test participant. The kit should arrive to its destination in 7-10 business days. For Ms. [redacted]’s records, the order number for this replacement kit is [redacted].   Once this replacement kit arrives, it will need to be activated on a new Ancestry account with a valid email address. Activation instructions are included with the kit. We advise each AncestryDNA participant to ensure they receive a confirmation email regarding successful activation. If the test participant does not receive this email shortly after activation, we ask that they please double-check the email address used for activation to ensure it is correct.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,  Morgan Executive Response Team Ancestry

Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   May 2, 2018   RE: [redacted]– Case [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’ 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 Ms. [redacted]’ has experienced in this situation.   All information related to Ms. [redacted]’ payment details has been queued for deletion and will be completely removed from our systems in the next 4-6 weeks. We can confirm that her account is inactive, and she will not receive any future billing unless she decides to purchase a new subscription and re-enter her payment information.   When credit card information removal is requested, the information is immediately queued for deletion. The process to remove it is manual, so it can take some time, but it will be removed from the account as soon as we are able. We regret any inconvenience this situation may cause and appreciate Ms. [redacted]’ 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 1-800-262-3787.   Kate Executive Response Team Ancestry

Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   April 26, 2018 RE: [redacted] - Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. At Ancestry.com, we...

are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We apologize for any confusion or frustration that may have occurred from this situation. Our records indicate that Ms. [redacted] was charged $149 for the renewal of her World Explorer on January 13, 2018, in accordance with the Ancestry Terms & Conditions. The Ancestry registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.   We provide our members several options for cancelling their subscriptions.  Members are able to cancel by calling Customer service at 1-800-262-3787, by emailing us at [email protected], or they are able to cancel online using the instructions in the following link.    https://support.ancestry.com/s/article/Canceling-an-Ancestry-Subscription-146008...⇄   As a courtesy to Ms. [redacted], we have made an exception to our refund policy, and have issued a refund in the amount of $149 back to the account that was originally billed. The confirmation number for this transaction is 185651409. Her access to the databases associated with this membership has been terminated effective immediately, and she will have no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within her 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 1-800-262-3787.   Sincerely,   Kate Executive Response Team Ancestry.com

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 would like to thank this process for helping me. I did not try to get a refund after the November post to my credit card because there was no way to make a response that I could find. I did not realized that Ancestry.com had made an additional 7 day trial for Newspapers, and feel they failed in true diligence to make that a separate charge would be made. I am grateful they were able to understand and refund me. I do find it still slightly unusual that their comment is signed "Morgan"- just a first name, but again thank you to BB for this opportunity.[redacted]

Contact Name and Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     May 8, 2018   RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us....

We have carefully reviewed the request and have the following response.   We wish to thank Ms. [redacted] for letting us know about her recent experience with Ancestry. We apologize that our service did not meet her expectations and we appreciate her taking the time to share her concerns.   Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events Ms. [redacted] described, we did not meet this goal. Her comments regarding her recent interactions with our agents and our website will be used for coaching and training our employees.   We do seek to always keep the website functioning properly for our users. To this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruption. As with any other computer or Internet company, however, we cannot guarantee that there will not be occasional technical difficulties. Furthermore, using the information provided, we have been unsuccessful in replicating the issue Ms. [redacted] described. As part of our standard troubleshooting procedure, our agents attempt to replicate the issue being described. If they are unable to recreate the issue, they then offer suggestions in accordance with our troubleshooting process. We consider it imperative that our members complete the troubleshooting process so that we can accurately identify and report the issue they are experiencing. For more information regarding the Ancestry troubleshooting process, we have provided the following article from our Support Center. https://support.ancestry.com/s/article/Troubleshooting-Problems-on-Ancestry   For further information, Ms. [redacted] may consult our Liability Disclaimer. This can be read by clicking on the Terms and Conditions link in the very bottom of most pages on our site. On the next page, she can click the Liability Disclaimer link in the left column of the following page. We have included a link to the Liability Disclaimer below for Ms. [redacted]’s convenience. http://www.ancestry.com/legal/terms.aspx#Liability   We regret any frustration or inconvenience the referenced difficulties may have caused any of our members. We are continually updating our website based on user feedback, technological improvements, and other factors. Often these changes are designed to increase the site's effectiveness, utility, and ease of use. While we work toward these solutions, we would like to thank Ms. [redacted] for both her diligence informing us of the experiences she has had and for her detailed feedback.     We hope Ms. [redacted] will continue to enjoy her association with us.   Again, we apologize for the frustrations that Ms. [redacted] has encountered with our website. If Ms. [redacted] has any questions regarding this or any other matters pertaining to Ancestry, she may contact us at 1-800-262-3787   Sincerely,   Kate Executive Response Team Ancestry.com

Contact Name and Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   May 2, 2018   RE: [redacted] - Case - [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’ 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. [redacted] has experienced in this situation.   We regret that the delivery of the AncestryDNA results was not effectively communicated to Mr. [redacted] at the time of his purchase. We wish to clarify that the Ancestry requires our members to indicate that they have reviewed the Ancestry Terms & Conditions prior to completing the sale. For further information regarding our Terms and Conditions, our Privacy Statement, and the reasoning behind why we do not deliver DNA results by mail, we have provided URLs to the following locations, which can also be located on the Ancestry website.   https://www.ancestry.com/cs/legal/termsandconditions https://www.ancestry.com/cs/legal/privacystatement https://support.ancestry.com/s/article/Why-DNA-Results-Aren-t-Mailed   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. [redacted] in the amount of $59. Depending upon the payment method he used for this membership, it may take up to 7-10 business days for this credit to become accessible within his financial institution. The cancellation number for this is: [redacted].    If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,   Kate Executive Response Team Ancestry

Contact Name and Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   May 2, 2018   RE: [redacted]- Case - [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’ 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 regret the disappointment Mr. [redacted] experienced due to his DNA results. At Ancestry, we use the most up to date technology available to provide our members with an accurate representation of their ethnicity results. In time and with further research and testing we hope to be able to provide all of our members with more specific ethnicity results.    We created Mr. [redacted]’ genetic ethnicity estimate by comparing his DNA to the DNA of people in our reference panel, as explained in the articles referenced below, which may also be found on our website.  As new data becomes available and the science behind ethnicity estimation improves, his ethnicity estimate may be refined.   To learn more about the research behind our AncestryDNA test, we recommend that Mr. [redacted] review the following help articles found in the links below. Mr. [redacted] can also find this information through the Help link located at the top-right of your DNA ethnicity estimate on our website.   https://support.ancestry.com/s/article/Why-are-my-AncestryDNA-ethnicity-results-...⇄   https://support.ancestry.com/s/article/Viewing-Ethnicity-Results-from-AncestryDN...⇄   https://www.ancestry.com/dna/resource/whitePaper/AncestryDNA-Ethnicity-White-Pap...⇄   We also have additional resources, which Mr. [redacted] may find helpful through our Ancestry Academy.   If Mr. [redacted] chooses to discontinue using his AncestryDNA results, they can be deleted by clicking the settings button on his DNA home page.  If this is the option Mr. [redacted] chooses, we would be happy to process a full refund for the test he purchased. We ask that Mr. [redacted] let us know that his results have been deleted and we’ll be happy to process the refund.    We want Mr. [redacted] to know that we value him as a member of Ancestry and regardless of what he chooses; we wish him 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 1-800-262-3787.   Sincerely,   Kate Executive Response Team Ancestry

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     June 5, 2018 RE: [redacted] [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. At Ancestry we...

are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We regret the difficulty and frustration that Ms. [redacted] experienced with her unwanted renewal. Our records indicate that Ms. [redacted] signed up for a semi-annual U.S. Discovery membership on March 31, 2017. It appears that Ms. [redacted] allowed her subscription to renew on September 21, 2017, which was then scheduled to renew again on March 21, 2018. We do not see a successful cancellation attempt for this subscription, so it renewed as scheduled on March 21, 2018.   At this time, the account has been canceled so there will be no further renewals or charges. Because 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. [redacted] in the amount of $99.00. The confirmation number for this transaction is [redacted]. Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account.   Because we want Ms. [redacted] 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 1-800-262-3787.   Sincerely,     Morgan Executive Response Team Ancestry

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     May 22, 2018 RE: [redacted] – Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’ complaint to us. At Ancestry, we...

are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We are willing to investigate this situation further. After our initial investigation, we located previous contact from Ms. [redacted] in March and April 2017. She had filed an initial complaint in March 2017 with the case number [redacted].   Per our interactions with Ms. [redacted] last Spring through the Revdex.com and through personal email, we concluded that we are not in a position to refund any additional charges due to the date of billing. However, we offered two complimentary years to our World Explorer membership (a value of $598.80). This offer has not been redeemed by Ms. [redacted]. We understand that this is not the resolution that Ms. [redacted] was looking for and apologize for the frustration that this has caused.   If Ms. [redacted] would like to provide additional details regarding the charges she received, she may send them directly to us at [email protected]. We request that she provide the following information regarding the charges:                                                 The first six and last four digits of the credit card charged                         The type of credit card charged (e.g. VISA, Mastercard)                         The amount and date of the last billing                         The confirmation number provided at the time of cancellation   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Morgan Executive Response Team Ancestry

Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     April 26, 2018 RE: [redacted] [redacted]– Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s complaint to us. At Ancestry, we...

are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We have contacted Mr. [redacted] regarding his complaint and we believe the issue has been resolved. If Mr. [redacted] has further concerns, we ask that he contact us 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 1-800-262-3787.   Sincerely,   Kate Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     May 28, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. At...

Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We regret any frustration that this situation may have caused. When a DNA sample is returned to the lab, we allow 20 business days for the sample to reach us. If the sample has not arrived during this time, we provide our members with a complimentary replacement kit.   In light of the circumstances, we would be willing to proceed with providing Ms. [redacted] with the replacement kit. Ms. [redacted] will be able to accept the replacement kit online once she has received the email notification. For her convenience, we have provided instructions below:   Replacing a DNA Kit   Please note that once Ms. [redacted] receives the replacement kit, she will need to activate it online before we are able to process the sample. The instructions for activating the test, will be included with her test kit.   We want her to know that we value her as a member of Ancestry and wish her the best of luck with her 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 1-800-262-3787.   Sincerely,   Riley Executive Response Team Ancestry

Contact Name and Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted] June 16, 2016 RE: [redacted] - [redacted] To Whom It May Concern, Thank you for forwarding Ms. [redacted]’s 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.  Our records indicate that Ms. [redacted] activated an Ancestry Membership on through iTunes.  When a member purchase’s an Ancestry subscription through a third-party (such as iTunes, Google, or Amazon), they will be billed automatically until they cancel their subscription.   All cancelations of those third-party subscriptions must be canceled through the website it was activated.  As Ms. [redacted] ‘s order was processed through iTunes, she will need to contact them regarding the cancelation.  Unfortunately, we are unable to process a refund for any recent charges, as we do not have access to iTunes’s billing system.  We reached out to Ms. [redacted] by telephone on three separate occasions and also sent her an email correspondence with more information about the type of subscription she has.  For Ms. [redacted]’s convenience, we’d also like to provide the following link: 1-800-MY-APPLE http://www.apple.com/support/itunes/contact/ If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####. Sincerely,   JillExecutive Response TeamAncestry Tell us why here...

Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     April 18, 2018 RE: [redacted] [redacted]– Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s complaint to us. At...

Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We apologize for any inconveniences that have occurred from this situation. We would be happy to assist Mr. [redacted] in resolving this issue. To do so, we ask that he email his request to us directly at [email protected] from the email address on file for his account.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Kate Executive Response Team Ancestry

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     April 30, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s complaint to us. At...

Ancestry we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We regret the difficulty and frustration that Mr. [redacted] experienced with cancellation. Our records indicate that Mr. [redacted] signed up for a monthly U.S. Discovery free trial on January 25, 2018. We do not see a successful cancellation attempt for this free trial, so it renewed as scheduled on February 25, 2018.   At this time, the account has been canceled so there will be no further renewals or charges. Because we are committed to providing superior customer service, we were prepared to make a large exception to our policies and issue an additional refund to Mr. [redacted] in the amount of $39.98. This refund will be in addition to the refund of $19.99 that was previously issued. The confirmation number for this transaction is [redacted]. Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account.   Because we want Mr. [redacted] 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 1-800-262-3787.   Sincerely,     Morgan Executive Response Team Ancestry