Ancestry.com

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]   October 10, 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]’ desire to cancel.   Our records indicate that Ms. [redacted] called our support line and received a refund of $114.03. 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 $380.10. 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.   Due to the dates of the charges, we are not in a position to offer any further refund. In light of the circumstances, and as a courtesy to Ms. [redacted], we are willing to offer a complimentary six month subscription to Ancestry’s World Explorer membership (a value of $149.00) free of charge. To redeem this offer, we ask that she email us at [email protected] at a time of her choosing.   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

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
January 1, 2016
RE: [redacted] - [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. [redacted]’s complaint to us. At...

Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.
At Ancestry we strive to provide world class customer service and make it a pleasant experience for all customers to join or cancel a membership with us.
Our records indicate that Ms. [redacted] started a free trial subscription with Ancestry 12/12/2015. Her free trial subscription ran from 12/12/2015 to 12/26/2015 as she stated. Per the terms and conditions applicable to this membership, to which she agreed when she signed up for this service, all Ancestry subscriptions automatically renew, regardless of usage, unless cancelled. Our members are responsible for cancelling online or contacting Ancestry via phone, email or online before the end of their subscription if they decide they don’t want to be billed for their membership. Our records indicate that Ms. [redacted] didn’t contact us until December 30, 2015 to cancel.
Unfortunately, because Ms. [redacted] did not contact us before December 26, 2015 to cancel her subscription, Ancestry is not responsible for any overdraft fees charged by Ms. [redacted]’s bank due to insufficient funds having been in her bank account to cover the charge for her membership which was made in accordance with our policies. Thus, we regret to inform you that we are not able to reimburse her for those amounts.
Because we are committed to providing superior customer service, and in response to an email sent by Ms. [redacted] on 12/30/2015 we issued a refund to Ms. [redacted] for her subscription in the amount of $44.99. Please note that it can take between 3-5 business days for these funds to become available within her financial institution. The confirmation number for this refund is:[redacted]
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by either responding to this email or calling us at: ###-###-####, M-F, 8-5 (MST).
Allison
Executive Office
Ancestry
360 West 4800 North
Provo, Utah 84604

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   March 16, 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] have 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 you have experienced as a result of this delay, we would like to offer Ms. [redacted] 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 you 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 your kit to process, please feel free to explore Ancestry with this complimentary subscription. To take advantage of this free subscription, please send us a message at [email protected].   We will notify you by email once the testing begins, and you may check the status of your DNA test at any time by logging into your account and selecting “DNA” in the top left corner.   Again, we regret the inconvenience you’ve experienced, and wish you 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 S[redacted] 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 14, 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.   Due to an error, the online survey that Ms. [redacted] took was missing some of its qualifying questions, including whether or not a person was adopted. We regret Ms. [redacted]’s frustrations, and have taken the appropriate steps to address the error that occurred with this survey to ensure this does not occur to other customers.   In light of the circumstances, we would be willing to provide Ms. [redacted] with a complimentary DNA test. To redeem this offer, we ask that she email our Executive Office directly at [email protected] with her preferred shipping address. Once we have received her email, we will send her the complimentary test.   We regret Ms. [redacted]’s frustrations and wish her continued 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 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because I'm not interested in a subscription fromyour company. It would be a nice gesture on your part to give a full refund for the product we purchased that is not living up to what we expected. 
Sincerely,
[redacted]

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   September 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.   When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.   Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number 1-800-262-3787 prior to the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online cancelation or phone call was ever received indicating Mr. [redacted]’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 Mr. [redacted] in the amount of $244.93. 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

September 5, 2013
RE: [redacted] - Case: [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. [redacted]'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.
At Archives.com, we...

strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. [redacted] has experienced in this situation.
Unfortunately, we have many 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 monthly membership that began with a free seven day trial on September 8, 2014. Unfortunately, Archives.com does not offer a 30 day free trial.
Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. [redacted]’s case, her trial renewed to a monthly paid membership on September 16, 2014.
When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions.
In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. [redacted] was responsible to cancel online if she did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Ms. [redacted] indicating her desire to cancel.
Because we are committed to providing superior customer service, we made an exception to our policies on April 16, 2015 and issued a refund of $[redacted] for three of the seven billings. As a courtesy to Ms. [redacted] we are prepared to issue an additional refund in the amount of $[redacted] for the October, November, and December billings. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution.
With this cancellation, Ms. [redacted]’s access to the paid online databases will expire immediately and he will have no further billing from Archives.com.
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

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
March 23, 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.
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, 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. 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 were prepared to make an exception to our policies and issue a refund in the amount of $99.00 for the billing that occurred on March 10, 2016. The confirmation number for this transaction is[redacted]-[redacted]-[redacted] Depending on the payment method she used for this membership, please note that it may take up to 3-5 business days for this credit to post to her account.
The access to the databases associated with this membership has been terminated effective immediately and Ms. [redacted] will have no future billing from Ancestry. Because we want Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest.
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,

Allison
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] or his son 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 April 2014 to December 2014 billings.
Unfortunately, we are unable to process any further refunds for Mr. [redacted]’s previous charges. However, as we can understand the frustration this may have caused, we would like to provide him with a free year to the World Explorer Plus Membership that has a value of $389.00. If Mr. [redacted] would like us to accommodate his account with the free subscription, he is welcome to reply to this response, or to email [redacted]@ancestry.com with the request to activate the membership. We also would be pleased to activate the free time at any time during the 2015 year.
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: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   September 29, 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 appreciate Mr. [redacted]’s feedback and suggestions concerning our cancellation process for accounts set up using a third party such as iTunes, Google, or Amazon. His feedback and experience are being shared internally as he have requested for further review and consideration.   As we are not the party who collected the funds for this membership, we are not in a position to refund or reimburse them. We have contacted iTunes on Mr. [redacted]’s behalf, and have been told that he must contact them or cancel the subscription himself. They will not allow Ancestry to act as an intermediary. We recommend Mr. [redacted] contact iTunes directly to pursue this matter further.   We sincerely regret any frustration that this situation has caused. We want Mr. [redacted] to know that we value him as member of Ancestry 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: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]   September 5, 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 cancellation 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 policies and issued a refund to Ms. [redacted] in the amount of $149.00.  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 1-877-283-9504.   Sincerely,     Dallas 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]   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.   Based on the information provided in Ms. [redacted]’s complaint, we cannot locate an account in her name at Ancestry. We ask that she provides 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 credit card charged                         Last date and amount charged                         Type of card charged (VISA, Mastercard, American Express, Discover)   Once we have received this additional information, we will revisit the original inquiry to determine whether we may be able to address the issue 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,     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]   September 1, 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. We have been experiencing high wait times due to the larger than expected response to our AncestryDNA Summer Promotion.   Our records indicate that your subscription was refunded in full on August 17, 2017. Our records also indicate that this charge was first disputed through PayPal, which could have resulted in a delayed refund. We apologize for any inconvenience that this situation has caused.   We receive our record content from several archives, institutions, governments and foundations throughout the world. These facilities are the original owners of the record content found on our site. The LDS church has been and continues to be one of our many content partners. We always work with the original content owner to digitize their records and in some cases, the LDS church preserves an archive’s/institution’s content for them. We work with the content owner to digitize the record content, then Ancestry, Inc. indexes it, thereby making it available to subscribers.   In light of the frustration that Ms. [redacted] has experienced, we are willing to offer Ms. [redacted] a complimentary year to our World Explorer membership (a value of $299.40) at the end of her current subscription. To take advantage of this free membership, we ask that she email us directly at [email protected].   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

Contact Name and 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 response 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 realize that when a customer makes a purchase directly through us, they are making an investment in their family, and we take this trust very seriously.   We apologize for the frustration you’ve experienced with the long wait times when contacting our customer support.  We are experiencing higher than normal wait times and regret the inconvenience this has caused our customers.  We regret any frustration caused by the problems you’ve had trying to get logged into the Ancestry website. We do seek to always keep the website functioning properly for our users and have not had other complaints regarding this problem.  We are able to access the account in question and navigate it as normal. If you are not able to get signed into the Ancestry website and you’ve gone through all of the browser instructions we have provided, it may be that you have anti-virus protection that is blocking the loading of the website.  You may also want to check to make sure that Ancestry is listed as a trusted site in Internet Explorer or try loading the website on another browser such as Chrome or Firefox.  The instructions for listing Ancestry as a trusted site are in the article below.  [redacted] Again, we apologize for the frustrations that Mr. [redacted] has encountered with our website. If you have any questions regarding this or any other matters pertaining to Ancestry, she may contact us at ###-###-####. Sincerely, Allison Executive Response Team Ancestry.com Tell us why here...

DATE \@ "MMMM d, yyyy" January 12, 2016
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Miss [redacted]’s complaint...

to us. We
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 canceled. In 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 $[redacted]. Depending upon the payment method she used for this
membership, it may take up to 3-5 days for this credit to become accessible
within her financial institution. The cancellation number for this is[redacted]-[redacted]-[redacted] 
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: Dallas, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   October 17, 2016   RE: [redacted] – [redacted]   To Whom It May Concern,    Thank you for forwarding Ms. [redacted]’ 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]’ case, she was surprised by the update to the ethnicity profile we had provided. As our understanding of the ethnicities in the DNA results improves, we are able to refine the results to produce a more accurate result. The following links can help her understand her results and why she may not have received the results she 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 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]’ DNA tests were 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.    AncestryDNA Terms and Conditions   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 1-800-262-3787.    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.
Sincerely,
Dr. [redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
January 27, 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.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. [redacted] has experienced in this situation.
At Ancestry we take the privacy of our customer’s very seriously. Because the account Mr. [redacted] referenced in his complaint is not in his name, we are unable to provide him with any account specific information. We 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 $44.99 back to the original method of payment. Please note that it can take between 3-5 business days for these funds to become available within his financial institution depending on their refund policies and procedures. The 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 institution. We 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

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 8, 2015
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 apologize for the frustrations that Ms. [redacted] has encountered with the New Ancestry. With the personal information that she provided with her complaint, we have been unable to locate an account for her that has a paid subscription. Without being able to locate an account for her, we are unable to address specific questions about which records she is able to access.
We are in the process of introducing the New Ancestry experience to all of our new and existing members. We are not denying customers access to any of our databases, but are providing access to new databases through specific channels. In the case of the Wills and Probates collection that Ms. [redacted] has mentioned, this collection’s content is only available through the New Ancestry site and Ms. [redacted] is able to access this collection through that channel if she chooses.
We want our members to enjoy the New Ancestry. Ongoing updates and improvements to the New Ancestry site are being made and these updates are published on our Ancestry blog, which can be found here: http://blogs.ancestry.com/ancestry/2015/08/14/the-new-ancestry-august-14th-featu...⇄ We have also provided an option to submit feedback on the new site, as referenced at the end of the article should Ms. [redacted] choose to do so.
Again, we regret the frustration that Ms. [redacted] has encountered. If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by either responding to this email or calling us at: ###-###-####, seven days a week, 9AM to 11PM MST.
Sincerely,
Allison
Executive Response Team
Ancestry.com

Title: Allison, Executive Office Response Team
Contact Phone: [redacted]
Contact Email: [redacted]@ancestry.com
September 1, 2015
RE: Heber P[redacted] -- [redacted]
To Whom It May Concern,

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

that Mr. P[redacted] has experienced in this situation.

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. When purchasing the Ancestry DNA test online, as Mr. P[redacted] did, customers must agree to AncestryDNA terms and conditions before the order is able to be placed.
As stated in our Terms and Conditions. “If you cancel within the first 30 days of placing your order, and before you returned a DNA sample to AncestryDNA, you will receive a refund equal to the price paid for the AncestryDNA Test minus $25… AncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion.” If Mr. P[redacted] would like to review the AncestryDNA refund policy further he may do so by clicking on the following link.

http://dna.ancestry.com/legal/termsAndConditions#Term5
The reasons for this refund policy for DNA test is that once an AncestryDNA order is placed, in most cases, even if the order is cancelled immediately, we are not able to stop the kit from being shipped, and once a kit is shipped, we are then unable to use the kit, were it to be returned to us. Because of this we deduct $25 to cover the cost of the kit and $9.95 + any applicable sales tax for the shipping charges.
Because we are committed to providing excellent customer service we are going to honor Mr. P[redacted]’s request for a full refund of the DNA test he purchased. We have processed an additional refund in the amount of $[redacted] which will be posted back to his original method of payment within the next 7-10 business days.
If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-[redacted].

Sincerely,
Allison
Executive Response Team
Ancestry.com