Ancestry.com

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   August 18, 2017   RE: [redacted] [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s response to us. Again, we apologize for any inconvenience or frustration that has occurred from this situation.   When a user posts photographs or other genealogical information to public member trees, other site users have the ability to access or download the content at their discretion. In a sense, these photos are now public information. While we do not manage user-submitted content, we will respond to complaints regarding postings that we deem to be illegal, obscene, defamatory, racially or ethnically abusive, violations of copyright law, or are in any other way objectionable. In Ancestry’s Terms and Conditions it states:   “For User Provided Content, Ancestry is merely hosting and providing access as well as providing tools to post and share content. We cannot accept any liability with regard to such material (including with respect to its accuracy).”   As stated previously, the action of downloading an image and re-uploading it onto our website is not a violation of our Terms and Conditions. If this situation has impacted Mr. [redacted]’s experience to the point where the product no longer works for him, we would be willing to provide him with a full refund for his current membership. If he chooses to continue with Ancestry, it will be with the understanding that he will be utilizing the website on an ‘as-is’ basis, and that his feedback and suggestions may not be prioritized for implementation.   We want Mr. [redacted] to know that we value him as a member of Ancestry and wish him well as he continues his journey to discover his family history.   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 4, 2017   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.   As a courtesy to Ms. [redacted], we have made an exception to our policy and have issued a refund in the amount of $49.95. Please note that it can take between 7-10 business days for these funds to become available within your financial institution, depending on their refund policies and procedures.   We always appreciate any opportunity to assist you in discovering, preserving and sharing your family history. If at any time in the future you become interested in researching or saving your family history, please feel free to continue to use the free services found on Archives.com even now after your subscription has ended.   If you have any questions regarding this or any other matters pertaining to Archives.com, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

April 7, 2015RE: [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, theyare making an investment in their family and we take this trust very seriously.  We sincerely regret any frustration that Mr. [redacted] hasexperienced in this situation.  After reviewing our records, we have found that the account associated with Mr. [redacted]’s name and email address does not contain an active membership. However, when searching with Mr. [redacted]’s phone number and billing details, we were able to locate an active paid subscription that is associated with a different name and street address. Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership wouldautomatically renew after their free trial.  Our records indicate that this account was signed up for a 14 day free trial membership on December 10, 2012.  The trial membership ran from December 10, 2012 to December 24, 2012.  Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership.  In this case, the membership continued to renew on a monthly basis from December 24, 2012 to the last renewal on March 23, 2015.    When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.  Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number [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 onlinecancelation or phone call was ever received indicating Mr. [redacted]’s desire to cancel.  Currently, the account has been canceled as of April 7, 2015 so there will be no further renewals or charges.  Because we are committed to providing superior customer service, we have made a large exception to our policies as they regard the membership and are prepared to issue a refund to Mr. [redacted] in the amount of $[redacted] for the past 12 billings. Please note, it may take up to 7-10 days for this credit to become accessible within his PayPal account.  With this cancellation, the access to the paid online databases will expire immediately and Mr. [redacted] will have no further billingfrom Ancestry.   Unfortunately, we are unable to process any further refunds. If Mr. [redacted] believes his PayPal account was used fraudulently, we encourage him to contact his fraud department at PayPal.  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 TeamAncestry "Connection and Strengthening Families through the World Wide Web"

Complaint: [redacted]
I am rejecting this response because:  After speaking with the Executive Response Team, I was referred back to PayPal.  I have reopened my dispute with PayPal today June 7th.  I would like to keep this Revdex.com complaint open until I finally get my $99.00 refund.  
Sincerely,
[redacted]

Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected]   August 24, 2016 RE: [redacted] -- [redacted]   To Whom It May Concern,    Thank you for forwarding Mr. [redacted]’s complaint to us. We are committed to providing excellent customer service andsincerely regret any frustration that Mr. [redacted] has experienced in this situation.    We sincerely regret the frustration that Mr. [redacted] has experienced in this situation. Ancestry tests all samples we receive in the same manner. To discover where you came from, we compared his DNA to the DNA of people with known origins from around the world.  This group of people is called our Reference panel.  We calculate the ethnicity estimate using a scientific model that includes multiple quality checks and a calculation of statistical variability known as the range.  For more information about how Ancestry determines ethnicity we have provided the following link:   AncestryDNA ethnicity   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. Thompson’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.      As Mr. [redacted] DNA test has been processed and completed by the laboratory, and he has received his DNA results, we wouldn’t normally be able to provide a refund, however, as mentioned in our previous email, due to the frustration this issue has caused him, we are willing to make an exception to our policy and process a full refund for the DNA test in the amount of $108.95.    If Mr. [redacted] chooses to keep his DNA results, we’ll continue to send him updates when additional family members take our test and match with him through his DNA, as well as providing any updates to the ethnicity portion of the test when those occur.  If Mr. [redacted] would like to take advantage of the offered refund, then we would ask that he delete the DNA results in question from his account. To delete the results, one would go to their DNA results home page and click on the settings button to the right of your name. On the settings page, there is a button in the right hand column that allows one to enter your password and delete the results. Once you have deleted the results, please respond to this email and we will be happy proceed with the refund.  Again, we regret any frustration or confusion this matter may have caused Mr. [redacted].  We want Mr. [redacted] to know that we value him as a member and wish him success in his family history research.    If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####.    Sincerely,     Dallas Executive Response Team Ancestry.com

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   April 13, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’ response to us. We sincerely regret any frustration caused by this situation.   We apologize for any confusion or misunderstanding regarding our previous message. We have been communicating with Ms. [redacted] through her personal email, regarding this situation.   At the time of her initial cancellation on November 13th, 2015, she was given a refund for three months of charges. As communicated to Ms. [redacted] through email, as the charges occurred in 2014 and 2015, we are not in a position to offer any additional refund.   We are sorry for inconvenience that this situation has caused, and would like to restate our offer for two free years to Ancestry that may be redeemed at any time. Ms. [redacted] may redeem this offer by emailing us at [email protected] whenever she would like to redeem the offer.   We want Ms. [redacted] to know that we value her as a member of Ancestry 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

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 7, 2015
RE: [redacted] -- [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 many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. Our records indicate that Mr. [redacted]’ daughter signed up for a 14-day free trial membership on September 21, 2015.
When signing up for a Trial or other Membership the member is required to check off a confirmation box that they have viewed and accepted the terms & Conditions. We also notify the customer that they may opt out of renewing their subscription by calling Ancestry at ###-###-#### or by logging into the My Account page on the Website at least two days before the renewal date.
Ms. [redacted] was responsible to cancel online, or contact us by our toll free number ###-###-#### if she did not want to continue with the subscription for the following month. According to our records, no communication was received from Ms. [redacted] indicating her desire to cancel.
According to our records the account was canceled online on 11/8/2015, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a full refund to Mr. [redacted] in the amount of $[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.
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 Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest.

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

Complaint: [redacted]
I am rejecting this response because:
I am sorry, I am a Senior Citizen and not a computer tech, I grew up with ask a direct question, give a direct clear answer.  I need to understand with clear statements what you are saying.1. As she is clearly dissatisfied with the new Ancestry, we are refunding her annual subscription in the amount of $[redacted]... confirmation # [redacted]    Does this mean that my membership is cancelled?  I am paid through June of 2016 and I have never said I wanted to cancel what I have paid to use.  To transfer my tree to Family Tree Maker, it     will take me that long to attempt to complete.  I did not grow up on a computer, I have to take classes to be taught to work with this program..  I have to be shown one to one, I have not been       able to read a book and be able to do any program.  Please understand all of the frustration comes with age.. I am not able to do things as fast as the youth and it is extremely hard to admit that     I need help with anything.2. As a courtesy, we have given her a tree three month subscription to Ancestry to ensure that she has time to be able to download her family tree information from the site if         she chooses.  Confirmation # [redacted]    Now does that mean that you are allowing me 3 months to transfer 1668 photos, 1113 stories, and 2733 records with 7753 people listed to the Family Tree Maker?  Please, as I stated in the first     complaint...I am not asking for money..I want the work I have done on my tree.  Again, I would like to finish out my subscription in Ancestry until June of 2016 and make sure I properly transfer     my tree to Family Tree Maker.I would also like you to understand.  My complaint was made so that you and the Ancestry company would know that a lot of valuable customers are upset.  I provided you with the website of the petition so you could read the complaints.  You sent me to your blog....but again all I seen were complaints...same as mine.  80% of the complaints are about the colors of the background and the pastel or white letters, which all Senior Citizens have a problem with.... I was trying to courteous and let you know that 80% of the complaints could be solved with just a quick color change.  All I asked was why could this not be addressed.......  Please understand, this website was the only access a lot of us had to take up lonesome hours of retirement.  Now I feel like you are punishing me because I am old and not able to work as quick.  I am sorry, but age is not easy to accept.
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 22, 2015
RE: [redacted] -- [redacted]

To Whom It May Concern,

Thank you for forwarding Mr. [redacted]’s response to us. We have carefully reviewed the information and have the following response.
At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. [redacted] has experienced in this situation.
We have removed Mr. [redacted]’s account with the following username from all Ancestry contact lists:
Username: [redacted]
Email address: [redacted]@gmail.com
We ask that Mr. [redacted] please allow 7-10 business days for all emails to cease concerning this account. Now queued for deletion, his name, email address, residential address, family tree information, and any DNA results related to the above mentioned accounts on our site will be removed from our system.
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

Ancestry.com should have the trial membership terminate automatically after the 14 day trial ends. Saying that it is to ensure there is no interruption in services is just not true. This serves as a justification to unfairly bill someone, and then they argue it is the consumers responsibility. What they are doing is setting people up to get billed unfairly; that is the clear function of this policy. There are several methods that could be employed to ensure there is no interruption in services other than just assuming the consumer wants to continue using ancestry services, and immediately billing them. This policy is clearly not in the best interest of the consumer, and is a purposeful method of theft on the part of ancestry.com.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     March 29, 2018 RE: [redacted] – Case: [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.    We have personally contacted Ms. [redacted] regarding her concerns, and were able to resolve the situation.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Riley Executive Response Team Ancestry

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     June 27, 2017 RE: [redacted]– Case: [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.    We have personally contacted Ms. [redacted] regarding her concerns, and were able to resolve the situation.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

July 2, 2015
RE: Terrance H[redacted] - [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. H[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. H[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. H[redacted] indicating his desire to cancel during the free trial.
Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue an additional refund to in the amount of $[redacted] for the billings in February, March and April. 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].
Because we want Mr. H[redacted] to have success with his family research, he will have continued access to the free resources on our site as a, “Registered Guest.”
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted].
Sincerely,
Spencer
Executive Response Team
Ancestry

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]I have to reject this because the phone number that they have given is the same one I have and every time I've tried to call them to talk to them I have to be on hold for over 30mins and after twenty mins their phone hangs up on me, so how can I or anyone else can contact them when you Can Not Ever Get Though to Talk To Anyone??????????!!!!!!!!!!!!!!

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   May 1, 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.   We have reviewed our records, and found a second account in Mr. [redacted]’s name with an active subscription. Because we are committed to providing superior customer service, we have made exception to our refund policy and issued a refund to Mr. [redacted] in the amount of $139.93. 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 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.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Ms. [redacted] in the amount of $99.00. 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 1-800-262-3787.   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.
This is the same information that was in their original announcement with two additions.  They are exploring relationships with other genealogy software companies for something to take the place of Family Tree Maker when they no longer support it.  I give up.
Sincerely,
[redacted]

Title: Sheena, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [email protected] July 25, 2016RE: [redacted] To Whom It May Concern, Thank you for forwarding Mr. [redacted]’s complaint to us. At Ancestry.com, we are committed to providing...

excellent customer service and hold our customers’ satisfaction in the highest regard.   We apologize for any inconveniences that have occurred from this situation. We have gone back and checked our online process for cancellation for the past two months and where unable to locate any problems with our online cancellation process during that time. We did receive a phone call from Mr. [redacted] on 7/23/2016 about not being able to cancel his subscription. We were able to conclude that he has a duplicate account and was signed into the wrong account. He was signed into his free Registered Guest account. This is why the cancellation options were not available to him. We apologize for this confusion and understand that this was a frustrating situation. We are willing to offer Mr. [redacted] a free month on Ancestry to our World Deluxe subscription for his frustrating experience. He is welcome to call in or email us at [email protected] and take advantage of this offer whenever it is convenient for him. This free month will not be automatically renewing so it will not require any cancellation on his part.  We provide our members several options for cancelling their subscriptions.  Members are able to cancel by calling Customer service at ###-###-####, by emailing us at [email protected] or they are able to cancel online using the instructions in the following link.   http://help.ancestry.com/app/answers/detail/a_id/891/kw/online%20cancellation�...⇄ this time the account has been canceled immediately per his request, so there will be no further renewals or charges. The confirmation number for this transaction is[redacted] He will receive a full refund for this past month for $34.99. The refund will go back to his original form of payment within the next 3 to 5 business days.   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 once his subscription ends.  If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####. Sincerely,   SheenaExecutive Response TeamAncestry.com

May 22, 2015
RE: [redacted] - Case # [redacted]
To Whom It May Concern,

Thank you for forwarding Ms. [redacted]’s response to us. We sincerely regret the frustration that Ms. [redacted] has experienced in this situation.

We have performed the test and services with the most up...

to date accuracies and followed all guidelines to produce Ms. [redacted]’s test. We cannot control if a customer is not pleased with their 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 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. As stated in our Terms and Conditions. “If you cancel within the first 30 days of placing your order but after you have returned a DNA sample to AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA Service. AncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion.”

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 each other.

If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at
[redacted].

Sincerely,
[redacted]
Executive Response Team
Ancestry.com
"Connection and Strengthening Families through the World Wide Web"

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 22, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. [redacted]’s response to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard and respond to her as follows:
We regret any frustrations Ms. [redacted] has experienced with receiving emails from our company. As she has stated that she wants nothing further to do with our company, we have queued her account with the following username for deletion from our system.
Username: [redacted]
Email address: [redacted]@yahoo.com
We ask that she please allow 7-10 business days for all emails to cease concerning her account. Now queued for deletion, her name, email address, residential address, family tree information, and any DNA results related to the above mentioned accounts on our site will be removed from our system.
We have appreciated the opportunity to assist her in her discovery and wish her the best.

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.com