Ancestry.com

Contact Name and Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   December 13, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us....

We have carefully reviewed the request and have the following response.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation and wish to assure Ms. [redacted] that we will do everything we can to resolve this situation quickly.   Based on the information Ms. [redacted] has provided us, we cannot locate the described account at Archives. 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 Alternate Email Addresses or Usernames Used             The Type of Credit Card Charged The First Six and the Last Four Digits of the Credit Card Billed (including any old card numbers for the account) The Most Recent Billing Date and Amount   In addition to these account details, we ask that Ms. [redacted] obtain an Acquirer's Reference Number (ARN) for these specific transactions. This number is given to our company by a financial institution when a transaction is processed. This number typically starts with a “B-” and is 18 to 22 characters long. This can be obtained directly through Ms. [redacted]’s financial institution, though she may need to speak to a manager. This number will make it easier for us to locate these specific charges.   We ask that she please forward this information to us directly at [email protected]. Once we have received this additional information from Ms. [redacted], we will revisit her original inquiry to determine whether we may be able to address the issue(s) raised.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Morgan Executive Response Team Ancestry

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     January 23, 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.    We sincerely regret the frustration that Mr. [redacted] has encountered with this experience purchasing a DNA test. As a courtesy to him, we have made an exception to our refund policy and issued a refund in the amount of $24.95 for the shipping charges that he paid at the time of purchase. The confirmation number for this refund is 161210340; please note that it may take up to 7 business days for these funds to become available in his financial institution, depending on their policies and procedures regarding the refund.   We have also noted that Mr. [redacted]’s replacement DNA test was registered as delivered today, January 23rd, 2017. For his convenience, we have included the tracking link: UPS Tracking   We apologize for any inconvenience that this situation has caused and wish Mr. [redacted] continued success in his family history research.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,   Drew S[redacted] Executive Response Team Ancestry

Contact Name and Title: Riley, Executive Office Response Team Contact Email: [email protected]     January 3, 2017   RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s response to us. We have carefully reviewed the request and have the following response.   We apologize for the frustrations that Ms. [redacted] has encountered with the Ancestry.com. We seek to always keep the website functioning properly for our users. As with any other computer or internet companies, we cannot guarantee that there will not be occasional technical difficulties.   We have issued a ticket number for the issue that Ms. [redacted] is experiencing and that number is: [redacted]. We have submitted Ms. [redacted]’s feedback and information to our developers and are currently working towards a resolution. However, we do not have an exact time frame of when the issue will be corrected.   Again, we apologize for the frustrations that Ms. [redacted] has encountered with our site. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-877-262-3787.   Sincerely,     Riley Executive Response Team Ancestry.com   Tell us why here...

Complaint: [redacted]
I am rejecting this response because: it is not truthful. It is not a result from deleted content or content made private. I have friends on the site that their hints are doing the same thing. All of the representatives I spoke to have acknowledged this exists and it makes it difficult to work on which is why I asked to be upgraded since I have been a loyal customer for many years. You "regret to inform me" that you're unable to grant me my request but never explain why since you acknowledge the issue
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. While I do not find to receive free 3 month membership satisfactory; the resolution of returning the amount of $98.95 is satisfactory to me.
 I will complete the steps of deactivating the kit, and follow the steps stated in the businesses response With sincere gratitude.  
[redacted]

Complaint: [redacted]
I am rejecting this response because:  You are stating that I'm out of the 30 day window, which is not my fault as your lab took awhile to process my sample.   Your lab should have said something before 30 days.  What happens if you get another sample from me and your lab has issues?  What next?  I'm starting to believe that your company has a good scam going on.  I have friends and family wanting to purchase the kit once I get my results.  As of today November 3, 2016 I have paid money for something advertised and still have not received my DNA results.
Sincerely,
[redacted]

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   July 13, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr....

[redacted]’s complaint to us. We have carefully reviewed the request and have the following response.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation.   Because we are committed to providing superior customer service, we have made an exception to our policies and issued a refund to Mr. [redacted] in the amount of $34.99. The confirmation number for this transaction is [redacted].  Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account.   The access to the databases associated with this membership has been terminated effective immediately and Mr. [redacted] will have no future billing from Ancestry.  Because we want Mr. [redacted] to have success with his family research, he will have continued access to the free resources on our site as a registered guest.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-877-283-9504.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [email protected] June 13, 2016RE: [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. 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.  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 from Mr. [redacted] indicating his desire to cancel.  On December 7, 2015 we attempted to auto renew and bill $99.00 to Mr. [redacted]’s credit card that ends in [redacted].  In the process of doing so, we were unable to collect those funds and his account went into a graced status.  When the next billing cycle occurred on June 8, 2016, our billing system electronically contacted Mr. [redacted]’s financial institution and requested an Account Update for his account.  As Mr. [redacted]’s financial institution provides that service, they supplied us with the updated billing details.  On June 10, 2016, Mr. [redacted] canceled his account online and received a refund of $99.00. There will no future billings from Ancestry. The confirmation number for the online cancelation and refund is[redacted]-[redacted]-[redacted]  If Mr. [redacted] has further questions regarding the Automatic Billing Updater his financial institution is a part of, we encourage him to contact them.  If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####. Sincerely,  JillExecutive Response TeamAncestry Tell us why here...

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
April 4, 2016
RE: [redacted] -- [redacted]
To Whom It May Concern,

Thank you for forwarding Ms. [redacted]’s complaint to us. We sincerely regret the frustration...

that she has experienced in this situation.

We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Ms. [redacted] with accurate results. Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expecting. In Ms. [redacted]’s case, she was expecting to have Native American DNA. The 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 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 Ms. [redacted]’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refund. If 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 done. As more people take DNA testing, she 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
###-###-####.

Sincerely,
Allison
Executive Response Team
Ancestry.com

Complaint: [redacted]
I am rejecting this response because:This company is lying and has committed an act of fraud against me (and many other consumers), as stated in my original complaint. I signed up for the site, did not find the information that I was looking for after an exhaustive search, and immediately canceled my free trial, within 15 minutes of signing up for the free trial. Ancestry.com intentionally and fraudulently kept my account open against my wishes, and intentionally failed to make a record of my cancellation request. They then billed my credit card without sending any communication to me of their intention to do so, hoping that I would not notice the charge. There are large numbers of complaints from consumers that the free trial offered by Ancestry.com is a fraud, and that consumers are tricked into paying for memberships for hundreds of dollars annually because Ancestry.com does not honor cancellation requests during the trial period, does not offer email communication, and does not answer telephone calls  by placing consumers on hold for extended periods of times.There are thousands of complaints by other consumers experiencing the same fraudulently behavior from their free trial offer, going back many years.I demand a full refund and will except nothing other than a full refund.
Sincerely,
[redacted]

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   May 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.   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 also indicate that Ms. [redacted] contacted our customer service and was issued a refund in the amount of $39.98 to the card ending in 5065.  For your convenience, we have provided the Acquirer's Reference Numbers (ARNs) below.  These numbers are given to our company by a financial institution when they receive the funds; in your particular situation, the numbers are:   [redacted], [redacted]   If Ms. [redacted] would like to further track her refund, we would suggest contacting her financial institution and referring to the numbers given. They will be able to provide her with answers to any additional questions regarding the refund.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued an additional refund in the amount of $99.95.  The confirmation number for this transaction is [redacted].  Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account.   The access to the databases associated with this membership has been terminated effective immediately and Ms. [redacted] will have no future billing from Ancestry.  Because we want Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]     September 15, 2016 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [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 Mr. [redacted] regarding his concerns, and were able to resolve the situation. We have shared his feedback internally as he has requested for further review and consideration.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-877-283-9504.   Sincerely,     Dallas Executive Response Team Ancestry

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 11th, 2016 RE: [redacted] -- [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]'s complaint to us.  We are committed to providing excellent customer service and sincerely regret any frustration that Ms. [redacted] has experienced in this situation.    We apologize for any miscommunication or error in our previous response. As Ms. [redacted]'s DNA test has been processed and completed by the laboratory, and she has received her DNA results, we wouldn’t normally be able to provide a refund. However, due to the frustration this issue has caused her, we are willing to make an exception to our policy and process a full refund for the DNA test in the amount of $99.00 CAD.   If Ms. [redacted] chooses to keep her DNA results, we’ll continue to send her updates when additional family members take our test and match with her through her DNA, as well as providing any updates to the ethnicity portion of the test when those occur. If Ms. [redacted] would like to take advantage of the offered refund, then we would ask that she delete the DNA results in question from her account.   To delete the results, one would go to their DNA results home page and click on the Settings button to the right of their name. On the Settings page, there is a button in the right hand column that allows one to enter your password and delete the results. Once she has deleted the results, we ask that she please respond to this message and we will be happy proceed with the refund.  Again, we regret any frustration or confusion this matter may have caused Ms. [redacted]. We want Ms. [redacted] to know that we value her as a member and wish her success in her family history research.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-ANCESTRY (1-800-262-3787).  Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because:  I had deleted all of my credit card information from my account.  They had to use old information to be able to charge me.  And the old credit card they used had expired.  How they push this through, I have no idea.I have sent a letter to the Utah Division of Consumer Affairs.  I have also sent a complaint to Ancestry.com, their parent company.There are several hundred complaints online about this company and their unauthorized use of customer's credit cards.  I have included some links to the sites that list the complaints.[redacted]
Sincerely,[redacted]I demand of refund of $79.95 immediately.
[redacted]

Contact Name and Title: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]   June 28, 2016   RE: [redacted] -- [redacted]   To Whom It May Concern,   Thank for forwarding Mr. [redacted]’s complaint to us. At Ancestry.com, 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 have carefully reviewed the request and have the following response.   We sincerely appreciate the feedback that Mr. [redacted] has provided about our Family Tree Maker software.  We regret the difficulty he has experienced while using the program. On December 8, 2015 Ancestry announced that we are discontinuing sales of our Family Tree Maker software on December 31st 2015.  Following the Family Tree Maker desktop software announcement, we’ve seen an outpouring of comments, questions and the concerns raised by customers.  We want Mr. [redacted] to know that we truly value him as a customer and his feedback.   We would like to re-assure Mr. [redacted] that we are fully committed to supporting Family Tree Maker through at least the end of 2016 with all available support from member services, including technical issues, product issues, updates and attention to the product.     Mr. [redacted] also indicated having site issues on Ancestry.com. We seek to always keep the website functioning properly for our users. To this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruption. As with any other computer or Internet company, however, we cannot guarantee that there will not be occasional technical difficulties.   As per the Terms and Conditions, we offer the Website on an "as is basis" and do not accept responsibility for any use of or reliance on the Website, Content or Service, or for any disruptions to or delay in the Service. If Mr. [redacted] would like to further review the Terms and Conditions, we have placed a link below.   http://www.ancestry.com/cs/legal/termsandconditions#Liability   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

Complaint: [redacted]
I am rejecting this response because: they have said it's due to settings in Web browser. If they read my complaint they would have seen this has happened with devices at home and at work. Totally separate devices and totally different Internet providers. Also I have used Chrome and Explorer. I have also had my modem replaced by my cable provider.
Sincerely,
[redacted]

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]   August 1, 2016   RE: [redacted]- Case: [redacted]   To Whom It May Concern,   We as a company have our customers in the bests of interest.  We apologize for any inconveniences or confusion that have occurred from this situation.   Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund to Ms. [redacted] in the amount of $99.00 for the past six months. This is in addition to the refund that was issued this morning for $149.00 over the customer service line, for a total of refund of $248.00.  The confirmation numbers for this transaction are [redacted] and[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 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.   Again, we sincerely regret any confusion or frustration that caused by use of our website and wish Ms. [redacted] continued success in her research.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.   Sincerely,     Dallas Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 22, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s response to us. We apologize for any inconveniences that have occurred from this situation.   We are sorry to hear that Mr. [redacted] will be unable to receive the refund we attempted to issue through PayPal. We would be happy to provide him with a refund by check, however, we would prefer to confirm his shipping address before proceeding. We ask that he email his preferred shipping address to our Executive Office directly at [email protected].   We greatly appreciate Mr. [redacted]’s patience in this matter and wish him well in his family history research.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   April 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.   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 $98.95. 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

Complaint: [redacted]
I am rejecting this response because:I have already paid for the information attached to my family tree. I understand that I would not be able to search for additional information and not expect to without paying door the new information. However I do expect to be able to view that which has already been paid for.
Sincerely,
Roberta J[redacted]