Ancestry.com

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     November 9, 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.    We regret any frustration that this situation has caused. However, based on the information provided, we cannot locate an account in Ms. [redacted]'s name at Ancestry. Please provide any of 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 Type of card charged   For her convenience, we invite Ms. [redacted] to email us with this information directly at [email protected]. We look forward to hearing from her and resolving this issue.   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 22, 2015
RE: Michael G[redacted] - [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. G[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. G[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. G[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 in the amount of $[redacted]. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: [redacted].
Because we want Mr. G[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,
Allison
Executive Response Team
Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
October 7, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. [redacted]’s complaint to us. At Ancestry, we are committed to...

providing excellent customer service and hold our customers’ satisfaction in the highest regard.
We 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] signed up for a 14-day free trial membership on July 28, 2015, which billed into a monthly subscription on 8/12/2015.
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. It also states multiply times during the sign up process “To ensure uninterrupted service, your membership will automatically renew on (date) for the same subscription term that you selected, and will renew each term thereafter.” 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.
Mr. [redacted] was responsible to cancel online, or contact us by our toll free number ###-###-#### if he did not want to continue with the subscription for the following month. According to our records, no communication was received from Mr. [redacted] until October 6, 2015 indicating his desire to cancel. We cancelled his subscription on that date as he requested.
Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a 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 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,
Allison
Executive Response Team
Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]     September 13, 2016 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 1-877-283-9504.   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,
[redacted]

Complaint: [redacted]
I am rejecting this response because:As stated in my complaint I did not sign up for your services. My email account was hacked and please read the email and complaint. I never signed up for your services. Somebody else signed up my services and charged your services to my card along with other accounts/businesses that were signed up as well. The bank is not refunding any money at this time and there is no dispute. The bank is waiting for you to make your refund back to me. You guys did refund one payment to me which I appreciate however because this was a fraudulent account you have an obligation to refund the money. If you'd like to try to get the money out of the person who hacked into my account then that would be fine by me.
Sincerely,
[redacted]

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   April 12, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted] complaint to...

us. We have carefully reviewed the request and have the following response.   We sincerely regret the frustration Mr. [redacted] has experienced as a result of our extending the wait times for DNA kit processing. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.     In light of the difficulty and frustration Mr. [redacted] has experienced as a result of this delay, we would like to offer him a complimentary three month World Explorer membership (a value of $104.97). A membership also provides additional benefits to the DNA results such as Shared Ancestor Hints, DNA Circles, and New Ancestor Discoveries. If Ms. [redacted] would like to read more about these added benefits, we have provided a link to the following article:   AncestryDNA and Subscriptions   Our normal processing time for DNA kits has been extended due to the high volume of kits we've received. We are working to reduce wait times, and are happy to announce that we recently opened an additional lab to expand our capacity to process and analyze DNA samples.   Our records indicate Mr. [redacted]’s sample began processing on April 17, 2017. Due to this increased lab capacity, it should only be 2-4 weeks for the processing time frame to complete.   While waiting for his kit to process, we invite Mr. [redacted] to explore Ancestry with this complimentary subscription. To redeem this offer, please email our Executive Office directly at [email protected].    If Mr. [redacted] feels this delay in our lab processing is impacting his experience to the point where the product no longer works for him, we would be willing to provide him with a full refund of the test in the amount of $108.95. In order to redeem this offer, however, we ask that he first delete his test from the website.   If Mr. [redacted] would like to pursue this refund, we ask that he email us at [email protected] once the test has been deleted. He may delete the DNA results by first logging into his Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the page. On this page, there an area on the right-hand side with a button labeled Delete Test Results. She may then simply click on this button and enter his Ancestry password to confirm the deletion of her test.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     October 2, 2017 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding 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 Executive Response Team Ancestry

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

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   March 24, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s response to us. We sincerely regret the frustration caused by this experience.   As a company, we strive to serve our customers’ best interests. We have reviewed our records extensively, and are unable to locate an account associated with Mr. [redacted]’s email address, [redacted]. We would be happy to honor his request and delete his information from our website, but in order to do so, we ask that he provide us with any of the following information:   Ancestry username. If Mr. [redacted] is currently signed into his Ancestry account, he can find this by clicking on the icon in the upper right hand corner of our website, then selecting “Your Account” on the drop down menu. From this page, he may then click on the “Update username or password” to see his current username.   He is also welcome to forward any solicitation he has received to our email address directly at [email protected], so that we may help identify the account of origin.   We have also added Mr. [redacted] to our internal Do Not Contact list, and he should receive no further messages from Ancestry other than legally required transactional emails, such as password resets, or order confirmation emails.   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: Morgan, Executive Office Response Team Contact Phone: 800-262-3787 Contact Email: [email protected]   December 29, 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 and frustration that have occurred from this situation. We have investigated our records and can see that Mr. [redacted]’ email address, [redacted], has been successfully added to our Do Not Email list. Unfortunately, we do not have access to the date that it was originally added, however, we have added it once more to ensure Mr. [redacted]’ request is addressed. Once an email addresses is added to this list, we ask our members to please allow 7-10 business days for all emails to cease concerning the account. If they receive emails in the future, it will only be in regards to legally required transactional emails (i.e. order confirmations, renewal notices, password recovery, etc.).   We can also confirm that Mr. [redacted]’ account is inactive and he will not receive any future billing from Ancestry unless his payment information is re-entered. 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 800-262-3787.   Sincerely,     Morgan Executive Response Team Ancestry

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

Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected]   August 30, 2016   RE: [redacted] – [redacted]   To Whom It May Concern,    Thank you for forwarding Mr. [redacted]’s complaint to us.  We sincerely...

regret the frustration that he has experienced in this situation.    We happily provide information regarding our DNA testing and the results you can expect to receive to anyone interested in our test before a purchase is made.  For Mr. [redacted]’s convenience we have provided a link to this information, which is located on our DNA home page.   dna.ancestry.com   As Mr. [redacted] is specifically concerned with the ethnicity portion of our test, he can access the ethnicities we test for by clicking on the link entitled “See all 26 ethnic regions” in the “Uncover your ethnic mix” section in this link.     We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Mr. [redacted] with accurate results.  Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expecting.  In Mr. [redacted]’s case, he was expecting to have French or French Canadian DNA.  The following links can help him understand his results and why he may not have received the results he was expecting.      Why are my AncestryDNA ethnicity results different than I expected?   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 herself, we have provided the following link.    http://dna.ancestry.ca/legal/termsAndConditions   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 ###-###-####.    Sincerely,     Dallas Executive Response Team Ancestry.com

Our records indicate that we received a voice message from the customer after hours on August 23rd requesting a refund.  We issued a full refund of $79.95 the next morning August 24th and sent and email confirming the action to the email on file which is [redacted].  The...

customer's email included in this complaint is different [redacted] which could explain the confusion.   Gordon A[redacted]Senior DirectorFold3

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   January 9, 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 apologize for any inconveniences that have occurred from this situation. We have gone back and checked our online process for cancelations from October 18, 2017 and January 9, 2018 and were unable to locate any problems with our online cancelation process during that time. We regret any confusion or trouble Ms. [redacted] encountered during cancelation.                             We can see that Ms. [redacted] has since contacted us via phone on January 8, 2018 to cancel her subscription. We can confirm that the account has been canceled as of that date so there will be no further renewals or charges. Because we are committed to providing superior customer service, a great exception to our policies has been made and a refund to Ms. [redacted] in the amount of $99.00 has been issued. 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.   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.   We appreciate the feedback Ms. [redacted] provided regarding our cancelation process. It is being shared internally for review.   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,     Morgan Executive Response Team Ancestry

Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted] June 9, 2016RE: [redacted] - [redacted]  To Whom It May Concern, Thank you for forwarding Ms. [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 provide our members several options for cancelling their subscriptions.  Members are able to cancel by calling Customer service at ###-###-####, by emailing us at [redacted] 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�...⇄ we may offer special pricing if customers choose to continue their subscription with our company, we never charge anyone to cancel a subscription and see no charges on Ms. [redacted]’s account.  It sounds as though Ms. [redacted] used a third party website to try to cancel her subscription with our company and the $35.00 charge that she is referring to came from them.                             At this time the account has been canceled as of June 9, 2016. As a courtesy to Ms. [redacted], we have made an exception to our refund policy and have issued a refund in the amount of $20.99 back to the account that was originally billed. The confirmation number for this transaction is [redacted]. Her access to the databases associated with this membership has been terminated effective immediately, and she will have no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within her financial institution, depending on their refund policies and procedures. 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,   JillExecutive Response TeamAncestry.com Tell us why here...

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   August 18, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted] 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 sincerely regret any frustration caused by this situation. Our records indicate that Ms. [redacted] signed up for an All Access membership with Ancestry on April 9, 2017. The All Access membership includes basic subscriptions to our sister websites, such as Fold3.com and Newspapers.com. Our records indicate that Ms. [redacted] then purchased a upper tier of Newspapers.com membership, the Publisher Extra subscription for $29.95. Our records indicate she was issued a full refund for this extra charge on August 14, 2017.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
January 4, 2016
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.
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 email or phone call was ever received from Mr. [redacted] indicating his desire to cancel.
At this time the account has been canceled as of December 31, 2015 so there will be no further renewals or charges. Our records also indicate a refund in the amount of $19.99 has been issued back to Mr. [redacted]. Because we are committed to providing superior customer service we are prepared to make an exception to our monthly refund policy and issue an additional refund to Mr. [redacted] in the amount of $59.97. Depending on the payment method 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 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,
Allison
Executive Response Team
Ancestry

I am rejecting the response to this complaintComplaint: [redacted] The response is what was expected from Ancestry denying everything as that have over the past ten years. To be frank the actual existence of the wrongdoing can be confirmed by the letters that I have sent to the executive staff by USPS Priority Mail over the past ten years. I have each of these letters and the depth of the problem will never be established if the content of these letters are not given consideration. That was the purpose in my writing these approximately 30 - 40 letters, I knew that eventually this day would come when I would make the complaint against them and they would deny any wrongdoing That is what they did on each letter when they would respond.Ancestry suggests that to eradicate the plagiarism they allow I make my sight private when the whole purpose of using their sight to do research is to reveal my ancestry no keep it hidden in the pages of history. That is like telling an Archaeologist to keep what they have discovered hidden in the ground. I do not want to hide my work but to put it out there for the world to see and for the benefit of those with ancestral  ties. My only problem is that those with ancestral ties are taking credit for my work. If I must hide it my work the effort that I put forth in researching and finding the information is wasted.Ancestry is said not to monitor user submitted content. How strange this is stated when nearly, everything that I have submitted, I have been given credit for nothing such as the approximately 70 - 80 marriage licenses of my relatives and hundreds of photos. When ever you are researching a specific person you enter their name, location date of death or birth etc. and the information comes up along with a green leaf  when clicked on offers hints to possibly be on this person, which 90% of the time is. Now on every relative that I have entered information most of whom I was the original contributor of this information, not one green leaf comes upon with my name on it. The green leafs come up with the manes of others on them . On these items under question I can confirm the fact the I was the original contributor. Sometimes there are three to four persons who have resubmitted it but my name is never one of these contributors. I originally contributed the information and I am never given credit yet someone else downloads it to their computer and resubmits it and they are given credit. This would require the work of a human hand to exercising their personal discretion, excluding my name from any recognition. This does not have to be a matter of debate just log onto Ancestry.com and enter specific names that I give you and you will see.A computer does not discriminate, that is not on it's own it does so only by being programmed to do it. This problem is simple if ancestry has particular items that they do not want you to download to your computer they will not allow you to do so. But you can download it to your sight on Ancestry. the same protection should be provided for everything entered by Ancestry members.Ancestry stated: "From time to time users may download information found on Ancestry and this content may be uploaded to a tree later on.  When this happens, the site will automatically indicate that they are the original submitter in an attempt to give credit for the work, which is the intent of this feature.Ancestry allowing members to download information to their computer to reinstall as the original contributor is facilitating plagiarism and should be immediately discontinued. Ancestry protects what they consider as their own by allowing the material to only be downloaded to an Ancestry sight. The same protection should be provided to the work of every member.Ancestry suggests: If Mr. [redacted] believes this happened with content he made public on Ancestry, he may contact the submitter and ask that they give him credit for the work. Alternatively, he may also make a comment on the photo in question.  This has already been done extensively and Ancestry is aware of it. I have contacted those who are guilty of plagiarism and have made comments on photos , marriage certificates, death certificates etc. and have written and informed Ancestry about this . So for them to suggest what I  have already done is not taking this matter seriously.  What's more is that the staff of Ancestry is compounding the wrong by deliberately filtering my name out as the original contributor on any of these documents not as an contributor of any sort. It as if I do not exist and the work of my hand is spread all across Ancestry under others names. Just examine it for yourselves. I did notice that on the day that I filed the complaint with Utah Revdex.com the next day all of the marriage licenses that others were given credit for were taken down from being offered as hints under the green leaves. So Ancestry is covering their tracks they are aware of the wrong doing that they are currently denying.Still there cover up was for from complete when the name of any of my relatives is entered someone else's name come s up. It is as if over the pass ten years I have merely browsed ancestry contributed nothing. When without my input the majority of the time nothing would be there under these relatives. Case and point the death certificate of one relative, I was denied this death certificate here in town. I wrote to the state capitol and sighted the statute that entitled me to it and it was provided me. I contributed this item and Ancestry never gave me credit for it .....Currently another person is being given the credit.Ancestry should not facilitate this plagiarism by allowing the downloading of  items to be downloaded from Ancestry and be fallaciously re-installed by the plagiarist as the original contributors. This does not happen by accident Each time that this happens it requires the input of Ancestry staff members. My name is deleted as the original contributor and the person stealing my work is so assigned person by Ancestry. staff members.[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.IMPORTANT:  You should also know that the complaint has been RESOLVED as of Thursday, Jan. 11 by Ancestry DNA to MY SATISFACTION.
Sincerely,
[redacted]