Ancestry.com

Title: Kate, Executive Office Response Team Contact Phone: 877-283-9504 Contact Email: [email protected]   December 20, 2017 RE: [redacted]        To Whom It May Concern,             ...

Thank you for forwarding Ms. [redacted]’s response to us. We have carefully reviewed the information 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.   We have gone to extensive lengths to remove Ms. [redacted]’s Credit Card information from our systems. Her credit card number is not available to anyone in our company outside of the accounting department. At this point, if Ms. [redacted] is still accessing her card information on our website it is because she has saved it in the payment information on her own private Ancestry account. In this case, the information is password protected and only Ms. [redacted] can access it in that fashion.   At Ancestry, we take the privacy and security of our customer’s information very seriously. We will remove Ms. [redacted]’s Ancestry account with the following username from our records:   t[redacted]   Now queued for deletion, Ms. [redacted]’s name, email address, residential address, payment information, family tree information, and any DNA results related to the above-mentioned account on our site will be removed from our system. Please allow 14 business days for all emails to cease concerning this account.   If Ms. [redacted] has accounts with any of our sister companies, such as Archives.com, Fold3.com, or Newspapers.com, she will need to contact them directly to request that her accounts with their company be removed.   We appreciated the opportunity to assist in Ms. [redacted]’s discovery.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-877-283-9504.     Kate Executive Response Team Ancestry "Connection and Strengthening Families through the World Wide Web"

Complaint: [redacted]
I am rejecting this response because:
Drew at Ancestry.com took the HORRIBLE customer service to the ultimate.  Instead of addressing the problem, he attacked me personally.1st) the only reason the account went past due, is because a couple years ago, when Ancestry.com was doing this so-called closing one account and opening another (as I was a couple days late, not months), they left the other account open and was charging me for 2 ACCOUNTS for over a year.  That's when I decided to get a prepaid VISA, so that I could put in exactly what is owed and they could not DOUBLE bill my checking account.  Of course, the should ALARM ALL of their customers, because why do they do that.  I personally believe its so that they can do the exact same thing to other customers.  Getting DOUBLE the money for a subscription.  Why else would they have this LAME policy.  This policy should BE REMOVED.  NO other company aggravates their customers worst than having this policy.2nd) Their ancestry support is so bad.  Their website crashing all the time.  It use to be on Sunday nights, now its random.  You'll do a search and it will lock up and if you keep clicking on the resubmit multiple times, it will finally release.  There is NO contact information on their website for problems.  They have eliminated it.  When you call, they tell you to go to the website.  It just opens up MANY other customer complaints, but does not allow you to talk to someone.  Luckily I have an old email to Ancestry support that still works.  The problem with that is they keep asking the same questions, blaming your computer and/or you for the crashes.  I've had MULTITUDES of times that I wrote to them and explained that I am very computer literate and know it isn't my computer.  At which time NOONE responds with a proper answerRESOLUTION:  This company is definitely large enough to have its own support and customer service team.  They have locations all over their world.  They should be more concerned with their customers and helping them so that they have a happier experience.  I would like to hear from someone other than DREW, who does not care about addressing my concerns.  Which I believe aren't that harsh.  And also, they should NEVER close one account and open another - then you get DREW.[redacted]
Sincerely,
[redacted]

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     May 31, 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 regret the frustration and difficulty Mr. [redacted] experienced while trying to access and cancel his free trial. We apologize for any misinformation provided to him over the phone while trying to inquire about his account.   We have located Mr. [redacted]’s Ancestry account with the information he has provided us and can confirm that his free trial was successfully started on May 14th, then renewed as scheduled on May 29th. When Mr. [redacted] contacted us on May 29th, we were able to locate his account and processed a full refund of $44.99 for the subscription charge he received. For his records, the confirmation number for this cancellation is [redacted].   With the information we have, we do not see a second charge billed to Mr. [redacted] on his account. Since he was charged a second time, this may indicate that a duplicate account was started. We ask that he please contact us directly at [email protected] with additional details regarding the second charge. Specifically, we request the following:               Any alternate names on the Ancestry account             The full billing address, including zip code             The first six and last four digits of the credit card billed             The latest billing date and amount             The type of credit card used   Because we are not the party that issued the overdraft fees on Mr. [redacted]’s banking account, we are not in a position to refund or reimburse them. We 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 fees. Once we locate the second charge, we suggest Mr. [redacted] contact his financial institution to discuss this possibility.   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: Shaun, Executive Office Contact Phone: ###-###-#### Contact Email: [email protected]   July 8, 2016   RE: [redacted] – [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. We sincerely regret the frustration that...

she has experienced in this situation.   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.   While we work to provide superior customer service, we occasionally experience high call volumes which can result in longer wait times. We wish to assure Ms. [redacted] that we continually strive to meet the needs of each of our customers, and are very sorry to hear of her difficulties when attempting to contact us.   It appears that the DNA test with the activation code that has been provided was activated on an account with a different email address attached. Due to the sensitive nature of an individual’s DNA results, we are only able to assist members if they contact us directly from the email address associated with the account in question. As Ms. [redacted] is having difficulty signing in to her account to view her DNA test, we recommend she try signing in with any other email addresses she may have used with Ancestry in the past.   If she requires further assistance with locating the correct account, or for login information, she may contact our Executive Office directly at the following number and times:   ###-###-#### Monday – Friday, 10 a.m. – 7 p.m. EST   Sincerely,    Shaun Executive Office Ancestry

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]

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   January 16, 2018   RE: [redacted] – Case: [redacted]   To Whom It May Concern,    Thank you for forwarding Ms. [redacted]’s response to us.    According to our records, we can see that two kits were purchased by Ms. [redacted] on November 18, 2017. One of these tests belongs to Ms. [redacted] and has required a new sample. Due to these circumstances, we are willing to provide her with a full refund for this kit in the amount of $68.95. This refund includes the subtotal of $59.00, plus $9.95 for the shipping charge. If she would like to accept this refund, we ask that she contact us directly at [email protected].   The other test in this order belongs to another member, however, for our members’ privacy, we are unable to provide details regarding this test participant or their account. We can confirm that the results for this test are completed and are posted to this member’s account. Additionally, a new sample was not requested for this test. Since the results are completed for this second test, we regret to inform you that Ms. [redacted]’s request for an additional refund will not be honored.   If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-800-262-3787.    Sincerely,     Morgan Executive Response Team Ancestry

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]   September 9, 2016   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.   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 & Conditions. Additionally, 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 1-800-262-3787 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 Mr. [redacted]’ desire to cancel.   Because we are committed to providing superior customer service, we have issued a refund in the amount of $198.00 for the past 12 months.  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.   The access to the databases associated with this membership has been terminated effective immediately and Mr. [redacted] will have no future billing from Ancestry.  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 1-877-283-9504.   Sincerely,     Dallas Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     April 9, 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 have personally contacted Mr. [redacted] regarding his concerns, and 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,     Riley Executive Response Team Ancestry

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   April 20, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s response to us. We sincerely regret the frustration that she has experienced as a result of our extending the wait times for DNA kit processing.    Our records indicate that Ms. [redacted]’s DNA test was purchased through Amazon. As we were not the ones who charged or collected the funds for this order, we are not in a position to issue a refund for this test. If Ms. [redacted] would like to further pursue a refund for the purchase, we recommend she contact Amazon.   In light of the circumstances, we do wish to restate our offer to Ms. [redacted] for a free Ancestry subscription. To take advantage of this membership, we invite her to email our Executive Office 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,     Drew S[redacted] Executive Response Team Ancestry

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 realize that my cancellation request was intercepted by a 3rd party and I apologize for any inconvenience suffered by Ancestry.com. If possible, I would like to withdraw my complaint. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  Ancestry.com refuses to delete my name from their files.  What is worse...putting a person's  name in search engines to bring others to their website is wrong.  Identity theft is real.  Ancestry.com will not even contact Google, for one, to remove my name from their search engine which Ancestry.com placed there...this is not right.   Why would a company do business like this?  Is this the only way  to be successful and get people to become members and use their products and services?     
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
November 20, 2015
RE: [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.
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.
When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.
We offer three different methods for our customer to cancel their subscriptions. They can cancel online, by sending an email to [redacted]@ancestry.com 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. We have reviewed our online cancellation process for the past couple of weeks and have not found any issues with online cancellations.
Currently, Ms. [redacted]’s free trial has been canceled as of 11/20/2015 so there will be no renewals or charges. With this cancellation, access to the paid online databases will expire immediately and she will have no billing from Ancestry. 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 ###-###-####.
Sincerely,
Allison
Executive Response Team
Ancestry

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   July 13, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [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.   Per Ms. [redacted]’s request, we have cancelled her membership effective July 13, 2017. Because we are committed to providing excellent customer service, we have also issued her a refund for the most recent four charges on her account in the amount of $102.88.  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.   The access to the databases associated with this membership has been terminated effective immediately and Ms. [redacted] will have no future billing from Ancestry.  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,     Drew S[redacted] Executive Response Team Ancestry

Title: Allison, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted]@ancestry.comApril 26, 2016RE: [redacted] - [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 many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. Our records indicate that Ms. [redacted] signed up for a free trial membership on March 25, 2016.  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 & Conditions. It also states multiply times during the sign up process “To ensure uninterrupted service, your membership will automatically renew on April 8, 2016 for the same subscription term that you selected, and will renew each term thereafter.” We also notify the customer that they may opt out of renewing their subscription by calling Ancestry at ###-###-#### or by logging into the My Account page on the Website at least two days before the renewal date. Ms. [redacted] was responsible to cancel online, or contact us at our toll free number ###-###-#### if she did not want to continue with the subscription for the following month. According to our records, no communication was received from Ms. [redacted] indicating her desire to cancel. At this time the account has been canceled as of April 21, 2016 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a full refund to Ms. [redacted] in the amount of $34.99. 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 business 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. [redacted] will have no future billing from Ancestry. 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 ###-###-####.Sincerely, AllisonExecutive Response TeamAncestry Tell us why here...

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   July 13, 2017   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.   Because we are committed to providing superior customer service, we have made an exception to our policies and issued a refund to Ms.  [redacted] in the amount of $39.98. 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.   The access to the databases associated with this membership has been terminated effective immediately and Ms.  [redacted] will have no future billing from Ancestry.  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.   We appreciate Ms. [redacted]’s feedback and suggestions regarding our content collections and subscription packages, and communication about the information included. We have shared her feedback internally for further review and consideration.   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,     Drew S[redacted] Executive Response Team Ancestry

August 21, 2015
RE: Edward D[redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. D[redacted]’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. D[redacted] has experienced in this situation.
We appreciate the feedback that Mr. D[redacted] has provided in regards to our marketing and will be forwarding his feedback on to our feedback and development team for further consideration. A shipping fee when ordering goods is standard practice and for the Ancestry DNA test it covers shipping charges to ship the DNA kit to the customer as well as covering the cost of shipping the DNA sample back to our lab for testing. Shipping charges would have been disclosed to Mr. D[redacted] before he made his decision to purchase the DNA kit.
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 Mr. D[redacted] in the amount of $9.95 for the shipping charges on his DNA kit. 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.
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted].
Sincerely,
Allison
Executive Response Team
Ancestry

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]   August 9, 2016   RE: [redacted]- Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [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.   Upon review, we have found that Mr. [redacted]’s issue is due to an issue identified as “phantom hints”. Phantom hints are caused by periodic delays in indexing the site content. These phantom hints occur if another member submits public content and then deletes it or makes it private. In such situations, the hints still appear, but the content is no longer available. These phantom hints will disappear through our periodic site indexing. Other phantom hints are created erroneously and do not refer to previously-existing documents or family trees.   We are working to correct the issue of phantom hints, but we are currently unable to offer a time frame for resolution. We appreciate Mr. [redacted]’s patience as we strive to improve customer experience based on feedback, much like his own.   We regret to inform Mr. [redacted] that his request to upgrade the free time provided on the website from World Explorer to All Access will not be honored. We apologize for any inconvenience caused by these hints.   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

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 18, 2015
RE: [redacted] --[redacted]
To Whom It May Concern,
Thank for forwarding Ms. [redacted]’s complaint to us. We have carefully reviewed the request and have the following response.
At 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.
As Ms. [redacted] has made you aware, we are in the process of moving our customers over to the New Ancestry. We have kept the old website available for a couple of months as we fine tune features and functionality on the New Ancestry. However, the old website is being retired. We are encouraging all of our customers to start using the new website and providing specific feedback as we continue to build it out. It is a constant work in progress, just as the old site was. The core features and functionality are available on the new website and members of all levels - from beginners to professional researchers - are using the new website and finding it has actually helped them build stronger trees.
We appreciate the time Ms. [redacted] has taken to submit her feedback about the things she dislikes in the new Ancestry and can assure her that we have forwarded her feedback on to the appropriate departments.
We apologize for the frustration Ms. [redacted] has experienced with our site transition. As she is clearly dissatisfied with the new Ancestry, we are refunding her annual subscription in the amount of $[redacted]. Refunds can take between 3-5 business days to be posted back to the original method of payment depending on her financial institution. The confirmation number for this transaction is:[redacted] As a courtesy to Ms. [redacted], we have given her a free three month subscription to Ancestry to ensure that she has time to be able to download her family tree information from the site if she chooses. The confirmation number for this transaction is:[redacted] The following links contain instructions for how she can do this.
Downloading a tree from Ancestry into Family Tree Maker:
http://help.ancestry.com/app/answers/detail/a_id/4545/kw/download
Uploading and Downloading trees as GEDCOM files:
http://help.ancestry.com/app/answers/detail/a_id/472/kw/download%20GEDCOM
We value Ms. [redacted] as a customer and hope that she will choose to continue using Ancestry. Should Ms. [redacted] choose to continue using our website in the future, she will need to do so with the understanding that the changes she has requested may not be made and she will be using the website as it is.
In our previous response to Ms. [redacted], we provided her with a code for a free download of our Family Tree Software so that she would easily be able to remove her trees from the site. She is stating that this resolution doesn’t work for her as she and her sister who share an account have different types of computers. One download code should be sufficient for any individual user and as per Ancestry’s terms and conditions which members are required to agree to in order to use our website, customers are not allowed to distribute their passwords to others to allow them to access Ancestry. Ancestry accounts are intended for individual use. If she would like to review this portion of our terms and conditions she may do so by using the following link.
http://www.ancestry.com/cs/legal/termsandconditions
Again, we regret the frustration that Ms. [redacted] has experienced with using the new Ancestry. We want users to enjoy the new website. If she would like to submit more specific feedback changes she would like to see in the new Ancestry, we would encourage her to submit them through Ancestry blog, where we are keeping members updated about recent and future changes to the site. We have attached a link to the blog below.
http://blogs.ancestry.com/ancestry/2015/09/11/the-new-ancestry-september-11th-fe...⇄ /> If 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

Title: Allison, Executive Office Response Team
Contact Phone: [redacted]
Contact Email: [redacted]@ancestry.com
July 31, 2015
RE: Jacqueline H[redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. H[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. H[redacted] has experienced due to this situation.
We bill our members according to the agreement made when a membership is initiated. Monthly subscription purchases are final, and not eligible for a refund. Before purchase, one must indicate that they have read and accepted our Terms and Conditions. This agreement states “Monthly subscriptions may be cancelled at any time but you will not receive a refund.” To review this portion of our Terms and Conditions, please visit the following URL:
http://www.ancestry.com/cs/legal/termsandconditions
Because 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. H[redacted] in the amount of $[redacted] for the billing in question. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her 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 [redacted].
Allison
Executive Response Team
Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     October 26, 2016 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 sincerely regret the frustration that Ms. [redacted] has encountered while using our service. We wish to inform her that we do have phone support available for Ancestry, Fold3.com, and Archives.com at the following numbers:   ·         Ancestry: 1-800-ANCESTRY (1-800-262-3787) seven days a week, 9 AM to 11 PM EST ·         Archives.com: 1-888-896-4442 seven days a week, 9 AM to 11 PM EST ·         Fold3.com: 1-800-613-0181 Monday through Friday, 11 AM to 6 PM EST   We regret any inconvenience Ms. [redacted] has experienced while trying to access the Archives.com website. Our records indicate Ms. [redacted] has an All Access subscription with Ancestry, which does not include a complimentary membership to Archives. The All Access subscription includes access to Fold3.com, Newspapers.com, and the Ancestry Academy, as outlined in the following link:   http://www.ancestry.com/cs/offers/subscribe?mboxDisable=1   We apologize for the issues Ms. [redacted] is experiencing issues accessing Fold3.com. Although they are an affiliate to our company, we are unable to support their website. We invite Ms. [redacted] to contact Fold3.com directly by either phone or email with the contact information listed below:   Fold3.com: 1-800-613-0181 Monday through Friday, 11 AM to 6 PM EST [email protected]      We appreciate Ms. [redacted]’s feedback and suggestions concerning our website. Her feedback is being shared internally as requested for further review and consideration.   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,     Dallas Executive Response Team Ancestry