Ancestry.com

Complaint: [redacted] I am rejecting this response because: The response states they are making an "exception" I cancelled my membership on March 26th and have an email confirming that This is poor business practice and they need to admit this! Sincerely, [redacted]

Revdex.com:Well well well, isn't it amazing that they became so totally cooperativeThank 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] ***

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] ***

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, for the moment The statement that I will be billed is interestingThis was a gift subscription and the gift was for one month periodI will monitor this situation Sincerely, [redacted]

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] January 26, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe are committed to providing excellent customer service and sincerely regret any frustration that Ms [redacted] has experienced in this situation We created Ms [redacted] ’s genetic ethnicity estimate by comparing her DNA to the DNA of people in our reference panelThe AncestryDNA Reference Panel is a collection of thousands of DNA samples from around the globeEach sample is from a documented location and most are accompanied by a documented family tree indicating deep ancestry in a particular region We are confident in the accuracy of the results with our current algorithm for determining ethnicity, and as the science behind ethnicity estimation improves, her results may be refined in greater detailFor your convenience, we have included instructions below on how to explore ethnicity results: Exploring Ethnicity Details We also wish to clarify that the Migrations and Ethnicity Estimate cover different time frames as part of Ms [redacted] ’s heritage, with Migrations tracing her Ancestry within the last few hundred years and her Ethnicity Estimate connecting her to ancestors who lived thousands of years agoTo learn more about the research behind our AncestryDNA test, we recommend that she review the following help articles found in the links belowShe can also find this information through the Help link located at the top-right of her DNA ethnicity estimate on our website Unexpected Ethnicity Results AncestryDNA Ethnicity AncestryDNA Ethnicity Estimate White Paper DNA may hold information to help her make new discoveries about her family's past, her cultural roots, as well as confirm information in Ms [redacted] ’s family treeUsing the results from her DNA test in combination with Ancestry gives her hints that can guide your investigations and connect her with new relatives through the matching portion of our testCollaborating with the new relatives she is given in her match list may provide her with additional information, a piece of her family story to tell or photos to share, and can be very valuable in her 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 $If Ms [redacted] would like to take advantage of this refund, then we would ask that she delete her DNA results from her accountTo delete the results, she may go to her DNA results home page and click on the settings button to the right of her nameOn the settings page, there is a button in the right hand column that will ask her to enter her password and delete the results Once the results have been deleted, we ask that she email us directly at [email protected] and we will process this refundWe want Ms [redacted] to know that we value her as a member of Ancestry and send our best wishes for her continued success in her family history research 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- Sincerely, Riley Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 801-705-Contact Email: [email protected] September 13, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding [redacted] complaint to usWe sincerely regret the frustration that he has experienced in this situation We happily provide information regarding our DNA testing and the results you can expect to receive to anyone interested in our test before a purchase is made For Mr [redacted] convenience we have provided a link to this information, which is located on our DNA home pagedna.ancestry.com As Mr [redacted] is specifically concerned with the ethnicity portion of our test, he can access the ethnicities we test for by clicking on the link entitled “See all ethnic regions” in the “Uncover your ethnic mix” section in this link We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Mr [redacted] with accurate results Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expectingThe following links can help him understand his results and why he may not have received the results he was expecting Unexpected Ethnicity Results Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives These new relatives may have additional information, a piece of their family story to tell or photos to shareAs Mr [redacted] ’s DNA test was run and completed by the laboratory, we regret to inform him that he is not eligible for a refund If he would like to view the terms and conditions himself, we have provided the following link AncestryDNA Terms and Conditions We also would like to remind Mr [redacted] that his 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, he may be able to locate matching individuals and will have the ability to share research with other members 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- Sincerely, Dallas Executive Response Team Ancestry

Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 1, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We apologize for the frustration that Ms [redacted] experienced in attempting to contact our customer serviceDuring the last week, we have been experiencing high wait times as a result of our holiday saleOur records indicate that M.s [redacted] was able to contact our customer service on November 29, 2017, and was 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- Sincerely, Drew Executive Response Team Ancestry

DATE \@ "MMMM d, yyyy" January 12, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Miss [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response We sincerely regret any frustration that Miss [redacted] has experienced in this situation When our customers sign up for a free trial, they are told in three places that the trial will automatically renew to a paid membership if it is not canceledIn addition, customers are required to accept our Terms and Conditions (which also state the renewing nature of the free trial) when subscribing to a free trial, and our initial email regarding the free trial states this information as well However, because Miss [redacted] is dissatisfied with her experience with Ancestry, we have processed a refund for her subscription in the amount of $***Depending upon the payment method she used for this membership, it may take up to 3-days for this credit to become accessible within her financial institutionThe cancellation number for this is***-***-*** If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-#### Sincerely, Sarah Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] September 5, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response As a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that have occurred from this situation Our records indicate that the refund of $was issued back to the card ending in For her convenience, we have provided an Acquirer's Reference Number (ARN) belowThis number is given to our company by a financial institution when they receive the funds; in Ms [redacted] ’s particular situation, the number is: [redacted] Because we are not the party that issued the overdraft fees on Ms [redacted] ’s banking account, we are not in a position to refund or reimburse themWe have found that in similar situations, when we have provided a full refund for a certain product, many financial institutions are willing to refund overdraft feesWe suggest she contact her 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- Sincerely, Drew Executive Response Team Ancestry

Title: Shaun, Executive Office Contact Phone: ###-###-#### Contact Email: [redacted] July 15, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response: As a company, we strive to serve our customers’ best interestsWe apologize for any inconveniences that Mr [redacted] has experienced from this situation When signing up for a membership on Ancestry, members are required to confirm that they have viewed and accepted Ancestry Terms & Conditions, which explain that all of our subscriptions renew automatically unless canceledBecause of these terms, our members are responsible for canceling online, or by contacting us via email at [email protected] or phone our toll-free number ###-###-#### prior to their renewal date if they do not wish to continue the subscription for the next billing periodThe registration process also states multiple times that the subscription will automatically renew According to our records, no contact via online cancellation, email, or phone call was received indicating Mr [redacted] ’s desire to cancel prior to 7/13/ At this time, the account has been canceled as of 7/13/2016, so there will be no further renewals or chargesBecause we are committed to providing superior customer service, in addition to the charge that was previously refunded over the phone, we are prepared to make an exception to our policies and issue an additional refund in the amount of $for all charges since 11/07/The confirmation number for this transaction is***-***- [redacted] Depending on the payment method Mr [redacted] used for this membership, please note that it may take up to 3-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 AncestryBecause we want him 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, Shaun Executive Office Ancestry

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com March 2, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usAt Ancestry.com, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard Unfortunately, we have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renewWhen signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing periodAccording to our records, no online cancelation or phone call was ever received indicating Mr [redacted] ’s desire to cancel until February 25, At this time the account has been canceled, so there will be no further renewals or chargesUnfortunately, our records indicate that Mr [redacted] went through his financial institution (PayPal) to cancel the membership; which caused a chargeback processBecause Mr [redacted] chose to initiate the chargeback process, we are obligated to follow through on that processAs his financial institution has determined that the funds should be returned to us, we are not in a position to dispute that decision We recommend that Mr [redacted] contact his financial institution as they may be able to provide him with answers to any additional questions regarding the charges If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-#### Sincerely, Allison Executive Office Ancestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com January 27, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr***’s complaint to usWe have carefully reviewed the request and have the following response At Ancestry.com, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriouslyWe sincerely regret any frustration that Mr [redacted] has experienced in this situation At Ancestry we take the privacy of our customer’s very seriouslyBecause the account Mr [redacted] referenced in his complaint is not in his name, we are unable to provide him with any account specific informationWe can confirm that the subscription has been cancelled and there will be no further billing from Ancestry Because we are committed to providing superior customer service, we have made an exception to our refund policy and have issued a refund in the amount of $back to the original method of paymentPlease note that it can take between 3-business days for these funds to become available within his financial institution depending on their refund policies and proceduresThe confirmation number for this transaction is:***-***- [redacted] If Mr [redacted] feels that the charges may have been fraudulent, we would recommend that he report the charges to his financial institutionWe are always happy to work with financial institutions on matters of fraud If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-#### Sincerely, Allison Executive Response Team Ancestry.com

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]

May 8, RE: [redacted] - Case # [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ***’s response to usWe sincerely regret the frustration that Ms [redacted] has experienced in this situation As stated previously, once a DNA test kit has been deactivated, we no longer have the capability to reactivate the kitIn order for Ms [redacted] to take the test, she will need to place a new order The retail price of our DNA test kits are $Currently, we are running a mother’s day promotion where members can save 10% on DNA purchases which totals to $If Ms [redacted] has located a greater discount for our DNA test, she is welcome to purchase the test at that priceWe however, will not provide Ms [redacted] ***’s with a discount to the already discounted price We also like to reiterate, that because we are committed to providing superior customer service, we have made an exception to our policies and have provided Ms [redacted] with the opportunity to purchase the DNA tests at $ [redacted] per test, plus shipping of $***If Ms [redacted] would like us to accommodate her with the discounted price on her two kits, she is welcome to contact our Member Services Department by calling [redacted] Monday – Sunday 9am to 11pm (EST) and our agents will be able to assist Ms [redacted] with the discounted rate If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at [redacted] Sincerely, [redacted] Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com October 30, RE: [redacted] -- To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s response to usWe sincerely regret the frustration that Ms [redacted] has experienced in this situation We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Ms [redacted] with accurate resultsSometimes, customer are unhappy with their results, because their ethnicity turn out to be different than what they were expectingIn Ms [redacted] s case, she was expecting to have Native American DNAThe following links can help her understand her results and why she may not have received the results she was expecting http://help.ancestry.com/app/answers/detail/a_id/5479/kw/DNA%20results http://help.ancestry.com/app/answers/detail/a_id/9066/kw/Native%20American Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family treeUsing the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relativesThese new relatives may have additional information, a piece of their family story to tell or photos to share As Ms [redacted] ’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refundIf she would like to view the terms and conditions herself, we have provided the following link http://dna.ancestry.com/legal/termsAndConditions We also would like to remind Ms [redacted] that her test results are in a continuous matching system, being compared to all tests in the data base and all new tests being doneAs more people take DNA testing, she may be able to locate matching individuals and will have the ability to share research with each other If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-#### Sincerely, Allison Executive Response Team Ancestry.com

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com December 10, RE: [redacted] -- To Whom It May Concern, Thank you for forwarding Ms***’s complaint to usAt 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-renewOur records indicate that Ms [redacted] signed up for a monthly membership on November 8, When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing periodAccording to our records, no 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, so there will be no further renewals or chargesOur records also indicate a refund in the amount of $was issued back to Ms [redacted] on December 3, Depending on the payment method used for this membership, please note that it takes up to 3-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 complaintShe may want to double check her statement to make sure the $she is seeing on the statement is not the credit that we issued to her when we cancelled her subscriptionIf she is seeing additional billing, then she may have a duplicate account with AncestryIf 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 AncestryBecause 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

Complaint: [redacted] I am rejecting this response because:In my opinion, Ancestry.com has decided to perpetuate an abusive and unfair business practice Since Ancestry.com refuses to change their policies, such policies should continue to be noted as detrimental by consumer sites such as the Revdex.com While hiding distasteful terms in long contracts may be the fad among disreputable businesses, it should have no place in our society My thanks to the Revdex.com in trying to notify people of such practices.Ancestry.com wants everyone to believe the DNA samples they receive are limited to the stated purpose To identify your heritage and help you connect with living relatives Nothing wrong with that One would expect their contract to reflect that Not so, as the actual text of the legally-binding contract includes the following:"By submitting DNA to AncestryDNA, you grant AncestryDNA and the Ancestry Group Companies a perpetual, royalty-free, world-wide, transferable license to use your DNA, and any DNA you submit for any person from whom you obtained legal authorization as described in this Agreement, and to use, host, sublicense and distribute the resulting analysis to the extent and in the form or context we deem appropriate on or through any media or medium and with any technology or devices now known or hereafter developed or discoveredYou hereby release AncestryDNA from any and all claims, liens, demands, actions or suits in connection with the DNA sample, the test or results thereof, including, without limitation, errors, omissions, claims for defamation, invasion of privacy, right of publicity, emotional distress or economic lossThis license continues even if you stop using the Website or the Service."DNA analysis of individuals is becoming more and more useful as the technology progresses Soon, employers will want to see yours So will insurers, and banks, and schools, and police, and even casual dates You don't even know if there is any compromising information in your profile, and nobody even has to ask you or inform you to obtain your most private medical profile Ancestry.com already owns the license with full rights to sell it to anyone with a nickel.Sincerely, [redacted]

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 8, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s response to usWe sincerely regret the frustration Mr [redacted] has experienced Our records indicate that Mr [redacted] ’s DNA results became available on his account on May 1, However, as stated in our previous response, if Mr [redacted] feels this delay in our lab processing is impacting his experience to the point where the product no longer works for him, we would be willing to provide him with a full refund of his test in the amount of $In order to redeem this offer, however, we ask that he first delete his test from the website If Mr [redacted] would like to pursue this refund, we ask that he email us at [email protected] once the test has been deletedHe may delete the DNA results by first logging into his Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the pageOn this page, there an area on the right-hand side with a button labeled Delete Test ResultsHe may then simply click on this button and enter his Ancestry password to confirm the deletion of his test If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew S [redacted] Executive Response Team Ancestry

Complaint: [redacted] I am rejecting this response because:Please state exactly which financial laws you are referring to and what the period of time you will store my credit card information isYou have already received payment almost a year agoI do not see why the credit card information needs to be held and why you are being vague on time period and alleged laws Sincerely, Soyini L***

Complaint: [redacted] I am rejecting this response because: Funny (not!) how they deny not having any of my info, or that I have an account of any kind, when they've been communicating with me via email, March 8th from "Jose, Customer Solutions Associate" - where he admits I have a "Free Registered Guest" account.My complaint has NEVER claimed to involve any charges My contention has always been that Ancestry will not "unsubscribe" me, nor" will they delete my info Ancestry has refused to delete the "Free Registered Guest" account, and to delete all of the info from their site associated with the account.The semantics game is annoying and patronizing