Ancestry.com

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     April 22, 2017   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.   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: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected]   August 16, 2016   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.   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 ###-###-#### 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 issued a refund in the amount of $19.99 back to the original method of payment.  The confirmation number for this transaction is[redacted]-[redacted]-[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 ###-###-####.   Sincerely,     Dallas Executive Response Team Ancestry

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   December 4, 2017 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 apologize for any inconveniences that have occurred from this situation. We do have a retail partnership with Amazon. Because Amazon is an independent retailer, our policy does not allow price matching or compensation for any difference in price. Per our AncestryDNA refund policy, Mr. [redacted] would be eligible for a partial refund of the cost of the kit minus $25.00, which would amount to $34.00.   However, because we are committed to exceptional customer service, we are willing to make an exception to this policy. Because Mr. [redacted] has received the kit he ordered, we are happy to offer a partial refund of $13.96, to match the pricing he would have received through Amazon. This will compensate for the $4.01 difference in the price of the kit, plus the $9.95 shipping charge. This will allow him to keep the kit he has received and continue with the AncestryDNA process.     If Mr. [redacted] has already purchased a kit through Amazon, we are also happy to issue a full refund of $68.95 for his order. We ask that Mr. [redacted] please contact us at [email protected] to inform us which refund he is interested in.                              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

Complaint: [redacted]
I am rejecting this response because:I have no desire to remain a so-called "Registered Guest" of Ancestry.com. Please delete all reference to my account and add me to your universal opt-out list.Please also delete any metadata associated with my account from your data base. I do not consider this to be a good-faith offer; I rather see it as a stratagem to continuously solicit me for service that I clearly have no desire to purchase. Had this offer of so-called "Registered Guest" status not been made, I may well have accepted the previous offer of  resolution.The frequency and consistency of the dishonest dealing engaged-in by Ancestry.com is striking and saddening. While a six month return of the money that was taken from me  as a result of Ancestry.com's unfair and predatory business practices does seem generous at first glance, it is not an attempt to make me whole. Ancestry.com could easily change its business practices to be more consumer-friendly. For example, like most providers, Ancestry.com could provide a "notice of payment" e-mail or a "notice of re-subscription" and could automatically suspend dormant accounts--both common practices by consumer-focused e-commerce vendors. The profusion of complaints -- about the same misdealing -- with Revdex.com and other providers of consumer protection services makes me feel that such misdealing must be part of Ancestry.com's profiteering strategy. As a grandson and son, this is especially sad for me as I know that vulnerable members of my family would lack the wherewithal to seek restitution.
Sincerely,
Douglas H[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Per their usual stall tactics. Customer service was able to look up both accounts that were charging to my credit card and created the action number I gave you, I find it highly unlikely that they cannot find the accounts charging to my name. I don't have the sign in information because I have not used the accounts since I thought they were cancelled.  [redacted], [redacted], [redacted], [redacted]@olp.net and [redacted]@olp.net. This should be all they need.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
March 2, 2016
RE: [redacted] -- [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.
Unfortunately, we have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.
Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Mr. [redacted]’s desire to cancel until February 25, 2016.
At this time the account has been canceled, so there will be no further renewals or charges. Unfortunately, our records indicate that Mr. [redacted] went through his financial institution (PayPal) to cancel the membership; which caused a chargeback process. Because Mr. [redacted] chose to initiate the chargeback process, we are obligated to follow through on that process. As his financial institution has determined that the funds should be returned to us, we are not in a position to dispute that decision.
We recommend that Mr. [redacted] contact his financial institution as they may be able to provide him with answers to any additional questions regarding the charges.

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

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
January 19, 2016
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank for forwarding Ms. [redacted]’s complaint to us. We have carefully...

reviewed the request and have the following response. We sincerely regret any frustration that Ms. [redacted] has experienced due to the computer problems she has had.
When customer’s purchase a download of Family Tree Maker from Nova Development, they are able to download the software for a limited amount of time unless they purchase an extended download period. Once you have downloaded the software, you are able to create an electronic copy of the software for use in situations such as what Ms. [redacted] has described by using the instructions in the following link.
http://help.ancestry.com/app/answers/detail/a_id/5402/kw/saving%20a%20copy%20of%...⇄ /> On December 8, 2015 Ancestry announced that we are discontinuing sales of our Family Tree Maker software on December 31st 2015. While we are no longer able to sell the software to get Ms. [redacted] access to the program, we are happy to provide her with the following link, which will give her access to download a new copy of the software. Once she has successfully downloaded the software, we would recommend she create a copy in case of future computer issues.
FTM2014: [redacted]
If Ms. [redacted] has any problems downloading Family Tree Maker from the above link, please have her give us a call at the number below for assistance.
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

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 complaint to us. We have carefully reviewed the...

request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. [redacted] has experienced in this situation. We have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Mr. [redacted] started a free trial subscription on June 12, 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. In reviewing our records, we were unable to locate a successful cancellation attempt on his part. This would have resulted in a cancellation number being given to him both on screen and via email. Because we are committed to providing superior customer service, we have processed a refund for Mr. [redacted] in the amount of $149.00. Depending upon the payment method he used for this membership, it may take up to 3-5 business days for this credit to become accessible within his financial institution. The cancellation number for this is:[redacted]  Because we want Mr. [redacted] to have success with his family research, he will have continued access to his Ancestry account as a registered guest.  If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####. Sincerely, Allison Executive Response Team Ancestry Tell us why here...

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   October 27, 2016   RE: [redacted]- Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’ 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.   We are able to confirm that the additional check of $199.00 was processed and is in transit to Mr. [redacted] the following address:   [redacted]
[redacted]
[redacted]   We regret the delay in the shipping of the second check, and wish to inform Mr. [redacted] he should be receiving the check within the next 3-5 business days. We want Mr. [redacted] to know that we value him as a member and appreciate his patience.   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,     Dallas Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 10, 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.
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 ###-###-#### 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 received prior to renewal 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 to Ms. [redacted] in the amount of $44.99. 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 ###-###-####.
Sincerely,

Allison
Executive Response Team
Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 801-705-7656 Contact Email: [email protected]   September 13, 2016 RE: [redacted] – [redacted] To Whom It May Concern,  Thank you for forwarding [redacted] complaint to us. We sincerely regret the...

frustration that he has experienced in this situation.  We happily provide information regarding our DNA testing and the results you can expect to receive to anyone interested in our test before a purchase is made.  For Mr. [redacted] convenience we have provided a link to this information, which is located on our DNA home page. dna.ancestry.com As Mr. [redacted] is specifically concerned with the ethnicity portion of our test, he can access the ethnicities we test for by clicking on the link entitled “See all 26 ethnic regions” in the “Uncover your ethnic mix” section in this link.   We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Mr. [redacted] with accurate results.  Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expecting. The following links can help him understand his results and why he may not have received the results he was expecting.    Unexpected Ethnicity Results Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree.  Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives.  These new relatives may have additional information, a piece of their family story to tell or photos to share. As Mr. [redacted]’s DNA test was run and completed by the laboratory, we regret to inform him that he is not eligible for a refund.  If he would like to view the terms and conditions himself, we have provided the following link.  AncestryDNA Terms and Conditions We also would like to remind Mr. [redacted] that his test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done.  As more people take DNA testing, he may be able to locate matching individuals and will have the ability to share research with other members.    If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-877-283-9504.  Sincerely,     Dallas Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because:  They requested further information which I provided to [email protected]
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
October 22, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,

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

We appreciate Mr. [redacted]’s feedback and suggestions concerning our DNA terms and conditions. We have forwarded his suggestions to the appropriate department for further review and consideration.

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

Sincerely,
Allison
Executive Response Team
Ancestry.com

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
May 4, 2016
RE: [redacted] -- [redacted]
To Whom It May Concern, 
Thank you for forwarding Mr. [redacted]’s complaint to us. We sincerely regret the frustration...

that he has experienced in this situation. 
We apologize that Mr. [redacted] never received his DNA test.  Our records show that he placed the order for the DNA test on April 9, 2016.  Our tracking information indicates that the DNA kit was delivered to Mr. [redacted]s Comanche Texas address on April 15, 2016. 
We regret any problems Mr. [redacted] had in contacting us about this issue.  We offer our customers two options for contacting us.  They are able to contact us by sending a message through the support pages on our website as well as contacting us by phone at ###-###-#### 7 days a week from 7am to 9pm MST. 
Because of the problems Mr. [redacted] has experienced in receiving the DNA kit he ordered, we have made an exception to our refund policy and have issued a full refund in the amount of $[redacted] back to the account that was originally billed. Please note that it can take between 7-10 business days for these funds to become available.  The confirmation number for this transaction is [redacted].
Because we have processed a full refund for the DNA test, if Mr. [redacted] happens to receive the kit in the mail, it will be unusable, so he can simply discard it.  We regret any inconvenience this situation may have caused and appreciate his patience in this matter. 
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
AncestryTell us why here...

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] [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’ response to us. We sincerely regret any frustration that this situation has caused her.   Per the Ancestry Terms & Conditions, we are not responsible for managing individual users’ submissions. That means that in cases like Ms. [redacted]’, while we understand her frustration with the inaccurate information in the trees she has used to further her research, we are unable to remove this content from our website. If she would like to have the content removed, she will need to ask the tree owner to remove the content in question. She can do so by clicking on their name next to the name of the tree in the upper left hand corner of the website.   We would like to restate our offer for a complimentary three month membership to Ancestry, which is available at a time of Ms. [redacted]’ choosing. To take advantage of this offer, please email our Executive Office 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 S[redacted] Executive Response Team Ancestry

Complaint: [redacted]
I am rejecting this response because:  The "New Algorithm" has skewed the tests results.  My sons siblings tests are now showing up as close family 1st cousins. (they are brothers).  2nd I was reviewing a match to Q.H. to see what ancestors and other members have in common and it now no longer exists.  see exists.pdf,  Under one of the tests I administer, belonging to Q.H. "New Ancestor Discoveries" there is a match titled [redacted] ([redacted]).  When I click this link, it "had" links to other members in the "circle" now they are no longer there.  The "exists.pdf" is one of the links in the circle that I was looking at... Now see [redacted] DNA pdf, where there were links, there is nothing.  IF, there is nothing, why is it even in the "New Ancestory Discoveries"???  I went to the Ancestry Facebook page trying to seek answers, as there isn't any type of direct help on the web site.  They are the ones who told me about the new Algorithm.  See [redacted] pdf.  The match that I was viewing, was a cousin, to what degree, I can't remember that.  But she is still in his zero DNA matches and please note, she was the person I was viewing as the match, that no longer exists.  Please look at the [redacted].pdf.  You will see the orange lines to the different members of the circle.  [redacted] had lines leading to him as well and now they no longer exist.  HOWEVER, the [redacted] is still in his links...  Now tell me again how this is not broken???  Please note, I am not the only person who is experience different any varying issues with the DNA test results.  I have NOT had an issue with the DNA profiling until Ancestry made changes.  I really don't want the money back, I want it if fixed.  I want to be able to be confident with the results you are putting out.  Right now, I cannot say that.  The tests are expensive and right now the results are expensive and unreliable junk.  I strongly suggest you set up a help site that does indeed provide help.  There have been numerous complaints via Facebook that people are spending record amounts of time on hold only to be hung up on.  That alone right there tells everyone who is paying attention, that Ancestry has a problem.  I would like this [redacted] link fixed.  AND and explanation as to why my sons show up as each others 1st cousin, It was never that way before.  Just fix it...  and stop using your paying customers as beta testers for your web site.  
Sincerely,
[redacted]

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 801-262-3787 Contact Email: [email protected]   October 10, 2016   RE: [redacted] [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.    At Ancestry, we follow a strict set of verification guidelines to help protect the security of our customers and their data. This includes verifying the information that is on the account. In cases where the customer is unable to verify the name, billing address, and email address on the account, this may include some basic information about their payment method or the last charge you received from Ancestry.   We wish to assure Ms. [redacted] that we have not flagged her account for fraudulent activity. We appreciate her feedback regarding the account verification process. Her feedback is being shared internally as requested for further review and consideration. If Ms. [redacted] would like to renew her Ancestry membership, she may select the appropriate subscription type by accessing the following link and pressing “Upgrade”: My Account Options   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: 1-800-262-3787, seven days a week, 9AM to 11PM MST.    Sincerely,   Dallas Executive Response Team Ancestry

Title: Shaun, Executive Office Contact Phone: ###-###-#### Contact Email: [email protected]   July 13, 2016 RE: [redacted] – [redacted]        To Whom It May Concern,             Thank you for...

forwarding Mr. [redacted]’s complaint to us. At Ancestry, we strive to always provide excellent customer service. We have carefully reviewed his request and have the following response:   We sincerely regret any frustration that Mr. [redacted] has experienced in this situation. We take the privacy concerns of our members very seriously. When creating a tree on Ancestry, our members are prompted as to whether they would like to set their tree as public or private. A private tree can only be viewed by other members if it is shared with them. As an added privacy measure, all living individuals on trees are automatically listed as private and only guests who have been selected can view the living individuals on it.   For further information regarding the privacy settings of member trees, please refer to the article from our Support Center listed below.   Privacy and Ancestry Member Trees   Our records indicate that Mr. [redacted]’s account has been queued for deletion as of 7/12/2016. His name, email address, residential address, family tree information, and any DNA results related to his account on our site will be removed from our system. Please be advised that it may take 7-10 business days for all emails to cease concerning this account.   If you have any remaining questions or concerns regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.     Shaun Executive Office Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 9th, 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 he has experienced in this situation.  We happily provide information regarding our DNA testing and the results you can expect to receive to anyone interested in our test before a purchase is made. For Ms. [redacted]'s convenience we have provided a link to this information, which is located on our DNA home page. dna.ancestry.com As Ms. [redacted] is specifically concerned with the ethnicity portion of our test, she 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. She may also see more detail for the trace regions in her ethnicity by clicking on the small "Plus" icon next "Trace Regions" on the left hand side of the ethnicity results. 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. The following links can help him understand his results and why he may not have received the results he was expecting.    Unexpected Ethnicity Results Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree.  Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives.  These new relatives may have additional information, a piece of their family story to tell or photos to share. As 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.  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, please do not hesitate to contact us at 1-800-ANCESTRY (1-800-262-3787).  Sincerely,     Dallas Executive Response Team Ancestry