Ancestry.com

Complaint: [redacted]
I am rejecting this response because:Most of what was stated in the last message was correct. I've attached an old email from my old email account at [redacted] . Now the part that you got wrong was that I had a separate account from the one in question. I do not have a separate account, I simply changed my email from my old email address to my current email in my one and only account and deleted all necessary tests/trees on the website.For fun I tried logging in using my old email address and with no surprise to me it came up with "Invalid Credentials"(see other attachment). Still I tried the reset your password option using my old email and waited forty minutes for it to come through to my inbox. It never did.I applaud trying to get me to call / email the ancestry solutions customer service but as I found out last summer the Revdex.com seems to get faster and more reasonable responses than the company's customer service.Now that I've provided and proved my identity from my original email for the only account that I've had at Ancestry.com what's next? I can't log in using my old email as I previously mentioned.  
Sincerely,
[redacted]

Tell us why here...Contact Name and Title: Drew, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] October 3, 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. We apologize that our service did not meet Ms. [redacted]'s expectations and we appreciate her taking the time to share her concerns. 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 any frustration caused by the unexpected DNA results that Ms. [redacted] received. We calculate a person's DNA results by comparing their DNA to the DNA of a group of individuals with documented ancestries from specific regions and ethnic groups around the world. Using their data as a reference, we are able to analyze specific markers in a person's DNA and recognize how these markers correlate with specific ethnic groups, therefore providing them with their results. In this situation, Ms. [redacted]'s DNA came back 56% Great Britain, 34% Ireland, and four smaller ethnicities which add up to 100%. At present, we are unable to break down these ethnic groups into more specific regions, but as new data becomes available and the science behind ethnicity estimation improves the ethnicity estimate may be refined in greater detail. For more information about how we calculate the DNA results, we have provided the links below which document this process in greater detail: Unexpected Ethnicity ResultsAncestryDNA Ethnicity Estimate Help and Tips The DNA test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done. As more people take DNA testing, you may be able to locate matching individuals and will have the ability to share research with other members. These members and the connections made through DNA may hold information to help you make new discoveries about your family's past, your cultural roots, as well as confirm information in your family tree.  Using the results from one's DNA test in combination with Ancestry gives one hints that can guide investigations and connect our members with new relatives through the matching portion of our test. Collaborating with the new relatives one is given in their match list may provide additional information, such as a piece of your family story to tell or photos to share, and can be very valuable in your research efforts.  If this situation has impacted Ms. [redacted]'s experience to the point where the product no longer works for her, we are willing to make an exception to our refund policy and offer her a full refund for the test in the amount of $202.90. If she would like to take advantage of this refund, then we would ask that she delete her DNA results from her account. To delete the results, go to the DNA results home page and click on the settings button to the right of your name. On the settings page, there is a button in the right-hand column that asks you to enter your password and delete the results. Once the results have been deleted, we ask that Ms. [redacted] please email us directly at [email protected] will process the refund. We want you to know that we value you as a member of Ancestry and wish you continued success in your 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,  DrewExecutive Response TeamAncestry

Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted]May 18, 2016RE: [redacted] – [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 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 Mr. [redacted] signed up for a monthly membership on April 29, 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 May 13, 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. Mr. [redacted] was responsible to cancel online, or contact us by calling our toll free number ###-###-#### if he did not want to continue with the subscription for the following month. According to our records, no communication was received from Mr. [redacted] indicating his desire to cancel. At this time the account has been canceled as of May 18, 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 Mr. [redacted] in the amount of $37.79. 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 ###-###-####.Sincerely, JillExecutive Response TeamAncestry Tell us why here...

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.
It is way more than I had expected and very generous of you.  I appreciate the immediate response of your company.  There must have been a pop up of the cancellation that came up for the charge I mentioned.  Hopefully that can be looked at so no one else falls for that.  Again, I appreciate you taking care of this for me.
Sincerely,
[redacted]

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]   October 20, 2016   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 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 Ms. [redacted]’s desire to cancel.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Ms. [redacted] in the amount of $199.90 for the past six months.  The confirmation number for this transaction is 157638513.  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 1-877-283-9504.   Sincerely,     Dallas 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 am satisfied with the communication with the company and have resolved my issue.  Thanks!  Sincerely,
[redacted]

Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]   August 29, 2016 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. Based on the information provided to us, we cannot locate the account with his billing information on Ancestry. We ask that she please provide any of the following information:                           Order Number or Cancel Confirmation number                         Full Name on Ancestry Accounts                         Full Address, Including Zip Code                         Any Email Addresses or Usernames Used                         Last 4 digits of the card charged                         Date/amount of billing                         Type of card charged (i.e. VISA, Amex, etc)   Once we have received this additional information, we will be happy to visit Mr. [redacted]’s original inquiry. 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

Complaint: [redacted]
I am rejecting this response because:When I spoke to the Ancestry rep, I was told that the company would refund only one monthly payment of $38. The offer they make in the response to my complaint is different and more favorable to me. I accept the refund of $[redacted] but not the offer made by the rep. Thanks.
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 10, 2015
RE: [redacted] [redacted] -- 10987490
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 monthly membership on November 8, 2015.
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 ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no email or phone call was received prior to renewal from Ms. [redacted] indicating her desire to cancel.
At this time the account has been canceled as of December 3, 2015 so there will be no further renewals or charges. Our records also indicate a refund in the amount of $99.00 was issued back to Ms. [redacted] on December 3, 2015. Depending on the payment method used for this membership, please note that it takes up to 3-5 days for this credit to post to her account.
We have been unable to locate any other accounts or billing for Ms. [redacted] with the information she provided in her complaint. She may want to double check her statement to make sure the $99.00 she is seeing on the statement is not the credit that we issued to her when we cancelled her subscription. If she is seeing additional billing, then she may have a duplicate account with Ancestry. If she can provide additional information we will be happy to try to locate another account.
Her 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,
Allison
Executive Response Team
Ancestry

Title: Sarah, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
January 15, 2016
RE: [redacted] - [redacted]
To Whom It May Concern,
Thank you for forwarding Mrs. [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 have gone back and checked our contacts from Mrs. [redacted] and discovered that Mrs. [redacted] has multiple accounts on Ancestry (connected to different email addresses), and that she did call to cancel her subscription on November 18, 2015. At that time, Mrs. [redacted] provided an email address that was connected to an account on which she did not have a subscription, and our representative informed Mrs. [redacted] that she had nothing to cancel. Her account that had the subscription on it was therefore not canceled when Mrs. [redacted] called in. The second representative with whom Mrs. [redacted] spoke was able to access the account on which Mrs. [redacted] was being billed, but since that was a different account than the account on which a note existed regarding Mrs. [redacted]’s first call, that representative was unaware of the earlier cancellation call. Our representative canceled Mrs. [redacted]’s subscription and refunded $19.99 for the billing on December 23, 2015.
We strive to provide exemplary customer service. Mrs. [redacted]’s comments regarding the quality of service she received from our Customer Solutions Associates and her concern that no one else have the same experience is valued, and we apologize that our customer service did not meet her expectations. Based on her feedback and our evaluation of her experience, we will review this matter with our Member Services department to ascertain how we can improve the quality of our customer service.

If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,
Sarah
Executive Response Team
Ancestry

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     May 2, 2017 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 have personally contacted Ms. [redacted] regarding her 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,     Drew S[redacted] Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because: their add is miss leading. It states a "free trial". But you can't get the free trial unless you give them a credit card. And if I do, it is my responsibility to tell them not to charge me at the end of 30 days. It should not be my responsibility to stop a charge to me when offered a "free trial".
Sincerely,
[redacted]

Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]   September 15, 2016   RE: [redacted] – [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s complaint to us. We regret any...

frustration that Mr. [redacted] has experienced due to receiving Ancestry’s marketing emails.    In researching Mr. [redacted]’s account, his email address had not been added to our Do Not Contact list, which is why he’s continued to receive emails from Ancestry.  To ensure that he will receive no further marketing emails, we have placed his email address [redacted] on our Do Not Contact list as of today.  We ask that he please allow 7-10 business days for all emails to cease concerning this account. If he receives emails in the future, it will only be in regards to legally required transactional emails (i.e. order confirmations, renewal notices, password recovery, etc.).   If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-877-283-9504.   Sincerely,     Dallas 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 take back what I said and am very impressed with their honorable solution.  I am impressed with their prompt response and that is all I really wanted.  I am certain they can see I never used the services.
Sincerely,
[redacted]

Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     July 27, 2017 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.    Software MacKiev, with whom we have a long-standing relationship, has acquired the Family Tree Maker software line as publisher for both Mac and Windows versions. Software MacKiev has been the developer of Family Tree Maker for Mac for more than eight years and is thrilled at the opportunity to publish future versions of Family Tree Maker for Mac and Windows.   This new agreement means our customers will receive all product support, software updates and new versions from Software MacKiev, and have the ability to purchase new versions of Family Tree Maker from Software MacKiev as they are released. They may also update existing software per their own discretion. As we are not the publishers of the software any longer, we are not in a position to offer product support for Family Tree Maker, nor make decisions regarding support of older versions of the software. We are still able to provide support in using the Ancestry website.   MacKiev has multiple support options, such as emails, which are submitted through both their online form and Live Chat function. The Live Chat option is available from 5 AM to 6 PM EST, seven days a week. Mr. [redacted] can access both of these options through their website. We have included the links below for his reference:   Technical Support Request   Live Chat Service   We want Mr. [redacted] to know that we value him as a member of Ancestry and wish him well as he continues 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,     Drew Executive Response Team Ancestry

April 14, 2015
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.
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.
Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen.
When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & 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 [redacted] 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 from Mr. [redacted] indicating his desire to cancel.
Because we are committed to providing superior customer service, we have made an exception to our policies and have issued a refund to Mr. [redacted] in the amount of $[redacted] for the billing in question. Depending upon the payment method he used for this membership, it may take up to 7-10 days for this credit to become accessible within his financial institution. The cancellation number for this is: [redacted].
With this cancellation, Mr. [redacted]’s access to the paid online databases will expire effective immediately and he will have no further billing from Ancestry. Because we 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 [redacted].
Sincerely,
[redacted]
Executive Response Team
Ancestry

Contact Name and Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted] June 20, 2016 RE: [redacted] -- [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. 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 have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Mr. [redacted] started a 6-month US Deluxe subscription on November 28, 2015. 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. In reviewing our records, we were unable to locate a successful cancellation attempt on Mr. [redacted]’s part. This would have resulted in a cancellation number being given to him both on screen and via email. Because we are committed to providing excellent customer service, we have processed a refund for Mr. [redacted] in the amount of $106.92. Depending upon the payment method he used for this membership, it may take up to 3-5 business days for this credit to become accessible within his financial institution. The cancellation number for this is:[redacted]-[redacted]-[redacted]   Because we want Mr. [redacted] 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 ###-###-####. Sincerely,   JillExecutive Response TeamAncestry Tell us why here...

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   August 18, 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.   We apologize that our service did not meet Ms. [redacted]’s expectations and we appreciate her taking the time to share her concerns. 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 any frustration caused by the unexpected DNA results that Ms. [redacted] received. We calculate a person’s DNA results by comparing their DNA to the DNA of a group of individuals with documented ancestries from specific regions and ethnic groups around the world. Using their data as a reference, we are able to analyze specific markers in a person’s DNA and recognize how these markers correlate with specific ethnic groups, therefore providing them with their results.   In this particular situation, Ms. [redacted]’s DNA came back 100% Asia East. At present, we are unable to break down this ethnicity into more specific regions, but as new data becomes available and the science behind ethnicity estimation improves the ethnicity estimate may be refined in greater detail. For more information about how we calculate the DNA results, we have provided the links below which document this process in greater detail:   Unexpected Ethnicity Results AncestryDNA Ethnicity Estimate Help and Tips   The DNA test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done. As more people take DNA testing, you may be able to locate matching individuals and will have the ability to share research with other members. These members and the connections made through DNA may hold information to help you make new discoveries about your family’s past, your cultural roots, as well as confirm information in your family tree.    Using the results from one’s DNA test in combination with Ancestry gives one hints that can guide investigations and connect our members with new relatives through the matching portion of our test. Collaborating with the new relatives one is given in their match list may provide additional information, such as a piece of your family story to tell or photos to share, and can be very valuable in your research efforts.    If this situation has impacted Ms. [redacted]’s experience to the point where the product no longer works for her, we are willing to make an exception to our refund policy and offer her a full refund for the test in the amount of $202.90. If she would like to take advantage of this refund, then we would ask that she delete her DNA results from her account. To delete the results, go to the DNA results home page and click on the settings button to the right of your name. On the settings page, there is a button in the right hand column that asks you to enter your password and delete the results.   Once the results have been deleted, we ask that Ms. [redacted]  please email us directly at [email protected] will process the refund. We want you to know that we value you as a member of Ancestry and wish you continued success in your 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,     Drew Executive Response Team Ancestry

Contact Name and Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted] June 24, 2016 RE: [redacted] -- [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. At Ancestry, we strive to 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 have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew.  Our records indicate that Mr. [redacted] started a monthly US Deluxe subscription on October 26, 2015. 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. In reviewing our records, we were unable to locate a successful cancellation attempt on his part. This would have resulted in a cancellation number being given to him both on screen and via email. Because we are committed to providing superior customer service, we have processed a refund for Mr. [redacted] in the amount of $119.94. Depending upon the payment method he used for this membership, it may take up to 3-5 business days for this credit to become accessible within his financial institution. The cancellation number for this is:[redacted]   Because we want Mr. [redacted] 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 ###-###-####. Sincerely,   JillExecutive Response TeamAncestry

Revdex.com:Well well well, isn't it amazing that they became so totally cooperative. Thank you for your intervention.
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]