Ancestry.com

Complaint: [redacted]
I am rejecting this response because:It ignores the FACT that I have documented evidence that I have Native American (Cherokee and Choctaw) heritage - on my mother's side (great grandmother) and on my father's side (great grandmother). My wife also has proof of having Choctaw ancestors (grandfather). The apparently automated response from this business is insulting, calling me Mr. [redacted] in one place and Mr. [redacted] in two other places. It shows the shoddy work they do. I have no intention of pursuing this further, because of the cost involved, so I will just have to accept the fact that genealogy.com has ripped me off with their dna scam. I will be sure to share my experience with others who have been awaiting my results.
Sincerely,
[redacted]

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected]     August 23, 2016   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s...

response to us.  At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.   Upon review of the situation, it seems that Ms. [redacted] had two separate accounts associated with Archives. While one was cancelled on September 2nd, 2015, the other remained active. As a courtesy to Ms. [redacted], we have cancelled the membership and issued refund in the amount of $95.40 back to the original method of payment. The confirmation number associated with this transaction is[redacted] Please be advised that it may take 3-5 business days depending on her financial institutions policies for the refund for the funds to become available in 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 Archives.  Because we want Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site.   If you have any questions regarding this or any other matters pertaining to Archives.com, please do not hesitate to contact us at ###-###-####.   Sincerely,     Dallas Executive Response Team Ancestry.com

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 discovered. You 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 loss. This 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[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   March 29, 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 sincerely regret the frustration Ms. [redacted]’s has experienced as a result of our extending the wait times for DNA kit processing. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.     In light of the difficulty and frustration Ms. [redacted] has experienced as a result of this delay, we would like to offer her a complimentary three month World Deluxe subscription (a value of $104.97). The World Deluxe subscription provides you access to all of the records we have available on Ancestry. This membership also provides additional benefits such as Shared Ancestor Hints, DNA Circles, and New Ancestor Discoveries. If Ms. [redacted] would like to read more about these added benefits, we have provided a link to the following article:   AncestryDNA and Subscriptions   Our normal processing time for DNA kits has been extended due to the high volume of kits we’ve received. While waiting for his kit to process, we invite Ms. [redacted] to explore Ancestry with this complimentary subscription. To redeem this offer, please email our Executive Office directly at [email protected]. She will also need to cancel the billing of her US Discovery membership through iTunes, Google, or Amazon prior to being able to take advantage of this offer.   We will notify her by email once the testing begins, and she may check the status of your DNA test at any time by logging into your account and selecting “DNA” in the top left corner.   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

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
March 29, 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.
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 prior to March 26, 2016. This would have resulted in a cancellation number being given to him both on screen and via email.
The phone agent Mr. [redacted] spoke to when he called on March 26, 2016 made an exception to our monthly refund policy and issued a refund for the most recent charge. Because we are committed to providing superior customer service, we have processed an additional refund for Mr. [redacted] in the amount of $39.98. 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,
Allison
Executive Response Team
Ancestry

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 23, 2016 RE: [redacted] – [redacted] To Whom It May Concern,  Thank you for forwarding Mr. [redacted]’s complaint to us.  We 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]’s convenience we have provided a link to this information, which is located on our DNA home page. dna.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 26 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 expecting. The 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 share. As Mr. and Mrs. [redacted]’s DNA tests were 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 1-800-262-3787.  Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because: I called the number listed by Ancestry, I was switched to several extensions before I was given another number.  I was not able to talk to Allison, I did talk to Sarah in Executive Responses, she wrote 7 main points down to talk to the "powers that be".  In the process she switched the NEW ANCESTRY on.  I showed her the problems, the dark color of screen hard on eyes, the generated story telling on the profile page, the fact that profile page could not print, the worst part was LIFESTORY page was so generic that it was not my family story facts, they made a GALLERY section which showed the newspapers but not with the work I did to tell the story, so facts were gone.  When we switched back to the OLD ANCESTRY, I took her to the same people and showed her how clear and detailed the profile page was to read and print (needed to use a print to help correct duplicates) she was able to see the green button STORY VIEW on the profile page shows the actual story of a person, the census reports (hand written actual) yearbook pictures , photos with descriptions, newspaper with written descriptions....the actual story I produced with the resources on my family member.  I thought I could hear in Sarah's voice a true concern about the problem at hand... she said she would relay the feedback...but there was no satisfaction that anything could be done.The letter that Allison wrote was just a basic general response and did not attempt to answer any issues from the complaints about the new program.  Her bottom line was "For the time being Ms. [redacted] is able to work through OLD ANCESTRY'" , but that tells me that their is no final answer to this problem.If Ancestry decides to eliminate OLD ANCESTRY, then they owe us (my family) a complete download or publish of our original tree that we have worked on for so may years.  The pictures, stories, newspaper clippings, and complete facts took years to compile.  I have listed over 7753 names, 1668 photos, 1113 stories, and 2733 records.  My work is very detailed.Please help, OLD ANCESTRY is the life source to most.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Ancestry is currently running a sale on DNA test for $79.00.  So basically, they're ignoring my request.
Sincerely,
[redacted]

July 13, 2015
RE: Herschel F[redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. F[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. F[redacted] has experienced in this situation.
In reviewing Mr. F[redacted]’s account information we located one account that had a 6 month gift subscription purchased for $89 that was billed to his credit card ending in [redacted] on December 25, 2014. Because he indicated that he was seeing a charge that was going through Pay Pal, we checked our billing system for that charge and were able to locate a duplicate account under Mr. F[redacted]’s name that billed $89 through Pay pal on December 25, 2014 as well.
Because we are not able to make refunds through pay pal after 60 days, we are prepared to issue a refund to in the amount of $89.00 for the charge that was billed to your card ending in [redacted]. Depending upon the payment method he 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].
Sincerely,
Allison
Executive Response Team
Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   September 8, 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.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Mr. [redacted] in the amount of $69.93. 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 1-800-262-3787.   Sincerely,     Drew 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.
Sincerely,
[redacted]

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email:[email protected]   March 30, 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 sincerely regret the frustration Ms. [redacted] has experienced as a result of our extending the wait times for DNA kit processing. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.     In light of the difficulty and frustration Ms. [redacted] has experienced as a result of this delay, we would like to offer her a complimentary three month extension to her current membership (a value of $104.97).  A membership also provides additional benefits to the DNA results such as Shared Ancestor Hints, DNA Circles, and New Ancestor Discoveries. If Ms. [redacted] would like to read more about these added benefits, we have provided a link to the following article:   AncestryDNA and Subscriptions   Our normal processing time for DNA kits has been extended due to the high volume of kits we've received. While waiting for her kit to process, we invite Ms. [redacted] to explore Ancestry with this complimentary subscription. To redeem this offer, please email our Executive Office directly [email protected].   We will notify Ms. [redacted] by email once the testing begins, and she may check the status of her DNA test at any time by logging into her account and selecting "DNA" in the top left corner.   If Ms. [redacted] feels this delay in our lab processing is impacting her experience to the point where the product no longer works for her, we would be willing to provide her with a full refund of her test in the amount of $108.95. In order to redeem this offer, however, we ask that she first delete her test from the website.   If Ms. [redacted] would like to pursue this refund, we ask that she email us [email protected] the test has been deleted. She may delete the DNA results by first logging into her Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the page. On this page, there an area on the right-hand side with a button labeled Delete Test Results. She may then simply click on this button and enter her Ancestry password to confirm the deletion of her test.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,   Drew S[redacted]Executive Response TeamAncestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
November 20, 2015
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.
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 customers 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 problems with online cancellations.
Currently, Mr. [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 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,
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]   March 8, 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.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a full refund in the amount of $69.98 for all charges. 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 1-800-262-3787.   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. The refund of monies has been returned to my debit account.
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 10, 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 apologize that we have had higher than normal call volumes for the last week and are doing everything in our power to be available to resolve all customer concerns in a timely manner.  We offer two methods for customers to cancel their subscriptions.  They can cancel online through their account page or by contacting us at our toll free number ###-###-#### (between the hours of 7am – 9pm 7 days a week), prior to their renewal date if they do not wish to continue the subscription for the next billing period. In reviewing our records it appears that Mr. [redacted] was able to contact us by phone on 5/8/2016 and cancel his free trial, so he will not receive any billing from Ancestry.  The confirmation number for this is:[redacted] 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, Allison Executive Response Team Ancestry 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]   April 12, 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 sincerely regret the frustration Ms. [redacted] has experienced as a result of our extending the wait times for DNA kit processing. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.     In light of the difficulty and frustration Ms. [redacted] has experienced as a result of this delay, we would like to offer her a complimentary three month extension to her current membership (a value of $104.97).  A membership also provides additional benefits to the DNA results such as Shared Ancestor Hints, DNA Circles, and New Ancestor Discoveries. If Ms. [redacted] would like to read more about these added benefits, we have provided a link to the following article:   AncestryDNA and Subscriptions   Our normal processing time for DNA kits has been extended due to the high volume of kits we've received. We are working to reduce wait times, and are happy to announce that we recently opened an additional lab to expand our capacity to process and analyze DNA samples. We are also happy to confirm that Ms. [redacted]’s DNA sample is in tact at our lab and in processing.   While waiting for her kit to process, we invite Ms. [redacted] to explore Ancestry with this complimentary subscription. To redeem this offer, please email our Executive Office directly at [email protected].   We will notify Ms. [redacted] by email once the testing begins, and she may check the status of her DNA test at any time by logging into her account and selecting "DNA" in the top left corner.   If Ms. [redacted] feels this delay in our lab processing is impacting her experience to the point where the product no longer works for her, we would be willing to provide her with a full refund of her test in the amount of $108.95. In order to redeem this offer, however, we ask that she first delete her test from the website.   If Ms. [redacted] would like to pursue this refund, we ask that she email us at [email protected] once the test has been deleted. She may delete the DNA results by first logging into her Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the page. On this page, there an area on the right-hand side with a button labeled Delete Test Results. She may then simply click on this button and enter her Ancestry password to confirm the deletion of her test.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   October 2, 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.   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.   Our records indicate that Ms. [redacted] was issued a full refund of the $19.99 back to the original method of payment. For her convenience, we have provided an Acquirer's Reference Number (ARN) below. This number is given to our company by a financial institution when they receive the funds; in her 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 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. We suggest she contact her financial institution to discuss this possibility.   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 Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
March 1, 2016
RE: [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 regret any frustration this issue may have caused Mr. [redacted]. When cancelling a subscription online, customers will often be given a special offer if they will continue their subscription. The offer of three months for the price of one is one of the save offers we routinely use. For some reason, there is no indication on Mr. [redacted]’s account that he took advantage of this save offer or cancelled his subscription, so the monthly subscription renewed on 3/1/2016.
Because we are committed to providing superior customer service, we have processed a refund for Mr. [redacted] in the amount of $[redacted]. The confirmation number for this transaction is[redacted] Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account.
Because we want Mr. [redacted] to have success with his family research, he have added a complimentary 3 month World Deluxe subscription to his account. This subscription will run from 3/1/2016 through 6/1/2016. The confirmation number for this transaction is: [redacted]. Because we have added this subscription without any payment information it will automatically cancel on the last day of the subscription. If Mr. [redacted] would like to continue with a subscription to Ancestry at that point he will need to give us a call or re-subscribe online.

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: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]   June 1, 2016   RE: [redacted] – [redacted]        To Whom It May Concern,...

            Thank you for forwarding Ms. [redacted]’s complaint to us.  We have carefully reviewed the request and have the following response.   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.   Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial.  Our records indicate that Ms. [redacted] signed up for a 14 day free trial membership on February 21, 2016.  Her trial membership ran from February 21, 2016 to March 6, 2016.  Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership.  In Ms. [redacted]’s case, the membership billed for $99.00 on March 6, 2016.   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 online cancelation or phone call was ever received indicating Ms. [redacted]’s desire to cancel.    At this time the account has been canceled as of so there will be no further renewals or charges. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a full refund to Ms. [redacted] in the amount of $99.00. However, we have been stalled in the refund process as Ms. [redacted] has disputed the charge which has caused a chargeback. Because she chose to initiate the chargeback process, we are obligated to follow through on that process. If her financial institution determines that the funds should be returned to us, we are not in a position to dispute that decision.   We recommend that Ms. [redacted] contact her financial institution to explain the factors they will be considering in making their decision.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.   Sincerely,   Jill Executive Response Team Ancestry Tell us why here...