Ancestry.com

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     January 16, 2017 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [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 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

Complaint: [redacted]
I am rejecting this response because: It is less than the 175.95 that I am owed for the 5 unused months I was billed for. Why are they offering 3 months and not 5? This seems a little disingenuous on their part and more like a nusance offer and not the "Superior customer service" that they self proclaim claim. Ancestry.com uses deceptive practices under the guise of a free trial membership. I did not use the service after the one month membership that I accepted. As proof of the ongoing deception by Ancestry.com note that the vast majority of closed and unclosed complaints with the Revdex.com are for continual billing without the customer's knowledge of the billing policy of Ancestry.com. Remember, not all consumers know about the Revdex.com so the total number of this issue is vastly under represented in the Revdex.com stats.  If Ancestry.com  was truly interested in "Superior customer service" and not bilking the unsuspecting out of cash they would make their restitution complete when initially contacted and not only after a Revdex.com complaint is filed and would change their website to offer a truly free trial without the need of a credit card. Remeber the "check your credit for free" scam a few years ago where the entire industry was getting a credit card and billing unsuspecting customers monthly exacta as Ancestry.com  is doing now. That industry was forced to change their "free" definition by the Revdex.com and it is time to make Ancestry.com to do the same.
Sincerely,
Terrance 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 by having all money charged refunded 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]       April 22, 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.   We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, you are making an investment in your family, and we take this trust very seriously.     We apologize for any inconvenience caused by this situation. We appreciate Mr. [redacted]’s feedback and suggestions regarding how to improve our website.   Sometimes, when working on their family trees, our members can accidentally create duplicate individuals in their family trees. There are several steps that members can take to avoid this from occurring in their trees, as well as functions to merge the information contained in both instances of the specific individual. For step-by-step instructions on how to remedy duplicate individuals in the tree, please refer to the following article:   How to Avoid Creating Duplicates in a Tree   Merging Duplicate People   When a person is deleted instead of merging, the connection to any further family lines can disconnected from any of their descendants. This does not remove the people further down the family line, but does make them disappear from view if you are looking at a person no longer connected to them in the tree. You can fix this issue by following the instructions contained in the link below:   Fixing Relationships in Trees   Again, we apologize for the frustrations that Mr. [redacted] has encountered with our software. 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,       Drew S[redacted] Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     March 6, 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 regret the difficulty and frustration that Ms. [redacted] experienced with cancellation. Our records indicate that Ms. [redacted] signed up for a monthly US Deluxe membership on November 11, 2017. We do not see a successful cancellation attempt for this subscription, so it renewed monthly until the cancellation request on February 28, 2018.   At this time, the account has been canceled so there will be no further renewals or charges. 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 $59.97. 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.   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: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
January 7, 2016
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 instead of signing up for a free trial, Mr. [redacted] signed up for a monthly membership on 12/28/2015.
At this time the account has been canceled as of January 7, 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 $44.99. The confirmation number for this transaction is[redacted] Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account.
The access to the databases associated with this membership has been terminated effective immediately and Mr. [redacted] will have no future billing from Ancestry. Because we want him 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

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   May 8, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to...

us. We have carefully reviewed the request and have the following response.   We sincerely regret the frustration Ms. [redacted] has experienced as a result of our extending the wait times for DNA kit processing. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.    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 $209.70 for the past six months.  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 5-7 days for this credit to post to her account.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Contact Name and Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   February 13, 2018   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]...

[redacted]’s complaint to us. We have carefully reviewed the request and have the following response.   We apologize that our service did not meet Ms. [redacted]’s expectations and we appreciate her taking the time to share her concerns. Our goal is to provide a consistently reliable product and an exemplary level of customer service.   We have reviewed our records and found that both DNA tests that were purchased by Ms. [redacted] have been activated on separate accounts. Because of our strict verification guidelines, we are required to verify that she is the owner of the email address associated with the account in question before we are able to provide account details. We ask that the test participants contact us directly so that we may better assist them with the status of their DNA tests. They may email us directly at [email protected] or call us at the number below.   If a test has been activated and a member receives a notification that they need to provide a new sample, they may request a free replacement kit but logging into the account that they used to activate the kit and visiting the DNA page. On the DNA homepage, there will be a banner across the top of the screen that will allow members to request the free kit. For Ms. [redacted]’s convenience, we have included instructions below on how to request this free replacement kit:   Replacing a DNA Kit   Please note that when a member receives a replacement kit, the new kit will need to be activated online. We have provided a link below with instructions on how to activate a DNA kit:   Activating a DNA Test   We create genetic ethnicity estimates by comparing the DNA of the participant to the DNA of people in our reference panel. The AncestryDNA Reference Panel is a collection of thousands of DNA samples from around the globe. Each sample is from a documented location and most are accompanied by a documented family tree indicating deep ancestry in a particular region.   We are confident in the accuracy of the results with our current algorithm for determining ethnicity, and as the science behind ethnicity estimation improves, the results may be refined in greater detail. For Ms. [redacted]’s convenience, we have included instructions below on how to explore ethnicity results:   Exploring Ethnicity Details   We also wish to clarify that the Migrations and Ethnicity Estimate cover different time frames as part of their heritage, with Migrations tracing your Ancestry within the last few hundred years and the Ethnicity Estimate connecting them to ancestors who lived thousands of years ago. To learn more about the research behind our AncestryDNA test, we recommend that she review the following help articles found in the links below. Ms. [redacted] can also find this information through the Help link located at the top-right of the DNA ethnicity estimate on our website.   Unexpected Ethnicity Results AncestryDNA Ethnicity AncestryDNA Ethnicity Estimate White Paper   DNA may hold information to help Ms. [redacted] make new discoveries about her family’s past, her cultural roots, as well as confirm information in her family tree. Using the results from your DNA test in combination with Ancestry gives members hints that can guide their investigations and connect them with new relatives through the matching portion of our test. Collaborating with the new relatives they are given in their match list may provide them with additional information, a piece of their family story to tell or photos to share, and can be very valuable in their research efforts.   In light of the circumstances, we would like to offer Ms. [redacted] a complimentary six month World Deluxe subscription (a value of $149.00) at no cost to her. To redeem this offer, we ask that she email us directly at [email protected].   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Riley Executive Response Team Ancestry

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 and sincerely 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. [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.      As Mr. [redacted]’s DNA test has been processed and completed by the laboratory, and you have received your 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 you, we are willing to make an exception to our policy and process a full refund for your DNA test in the amount of $89.00.    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: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 10, 2016 RE: [redacted] – [redacted] To Whom It May Concern, Thank for forwarding Mr. [redacted]’s complaint to us. We have carefully reviewed the request and...

have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.  We apologize for the frustrations that Mr. [redacted] has encountered with not being able to download his raw DNA data from Ancestry. We seek to always keep the website functioning properly for our users. To this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruption. As with any other computer or internet companies, we cannot guarantee that there will not be occasional technical difficulties. We were having some issues with raw DNA downloads earlier this month, but the issue was resolved as of 5/6/2016.  If Mr. [redacted] would like to download his raw DNA data, he can do so using the instructions in the following link:  [redacted] Please note that it may take up to 24 hours to receive the email that is sent when requesting raw DNA data.  Again, we regret the frustration that Mr. [redacted] has encountered. If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by either responding to this email or calling us at: ###-###-####, seven days a week, 9AM to 11PM EST.  Sincerely, Allison Executive Response Team Ancestry.com Tell us why here...

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: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   January 12, 2018   RE: [redacted] – Case: [redacted]   To Whom It May Concern,    Thank you for forwarding Ms. [redacted]’s complaint to...

us.  We sincerely regret the frustration that she has experienced in this situation.    We strive to provide each AncestryDNA member with the most complete and accurate results possible. Sometimes, a new sample is required for us to accomplish this goal. In Ms. [redacted]’s case, we requested a new DNA sample from her on January 9th, which was then accepted by her on January 10th. This acceptance sends a new DNA kit to her free of charge so she can submit a new sample and we can proceed with producing her results. Essentially, this kit will replace the original kit she purchased. We will continue to send new kits, if necessary, until we can successfully process a sample.   If Ms. [redacted] should choose to discontinue her AncestryDNA experience, we are willing to provide her with a full refund in the amount of $68.95. This is the amount paid for her AncestryDNA kit. If this is the option she chooses, the replacement kit that is on its way to her will be deactivated. To confirm the acceptance of this option, we ask Ms. [redacted] to contact us directly at [email protected] and we'll be happy to process the refund.   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: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   January 23, 2018   RE: [redacted] – [redacted]   To Whom It May Concern,    Thank you for forwarding Ms. [redacted]’s complaint to us. We...

apologize that our service did not meet her expectations and we appreciate her taking the time to share her concerns.   Our goal is to provide a consistently reliable product and an exemplary level of customer service. Based on the events she described, we did not meet this goal.   As courtesy to Ms. [redacted], we have issued a refund in the amount of $59.97 back to the account that was originally billed. The confirmation number for this transaction is [redacted]. Please note that it can take between 7-10 business days for these funds to become available within Ms. [redacted]’s 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 1-800-262-3787, seven days a week, 9 AM to 11 PM EST.     Sincerely,     Riley 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 20, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s...

complaint to us. We have carefully reviewed the request and have the following response.   We sincerely regret the frustration Ms. [redacted] has experienced as a result of our extending the wait times for DNA kit processing. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.     In light of the difficulty and frustration Ms. [redacted] has experienced as a result of this delay, we would like to offer her a complimentary three month extension to her current membership (a value of $104.97).  A membership also provides additional benefits to the DNA results such as Shared Ancestor Hints, DNA Circles, and New Ancestor Discoveries. If Ms. [redacted] would like to read more about these added benefits, we have provided a link to the following article:   AncestryDNA and Subscriptions   Our normal processing time for DNA kits has been extended due to the high volume of kits we've received. We are working to reduce wait times, and are happy to announce that we recently opened an additional lab to expand our capacity to process and analyze DNA samples.   Unfortunately, despite many attempts, we were unable to extract a viable sample from the test for Ms. [redacted]. To this end, we sent her an email on April 13, 2017 informing her that we would require a new sample in order to provide her with DNA results. She can redeem a free replacement test by accessing her DNA home page on Ancestry.com Operations, Inc.   While waiting for her new kit to process, we invite Ms. [redacted] to explore Ancestry with this complimentary subscription. To redeem this offer, please email our Executive Office directly at [email protected].   We will notify Ms. [redacted] by email once the testing begins, and she may check the status of her DNA test at any time by logging into her account and selecting "DNA" in the top left corner.   If Ms. [redacted] feels this delay in our lab processing is impacting her experience to the point where the product no longer works for her, we would be willing to provide her with a full refund of her test in the amount of $99.00. In order to redeem this offer, however, we ask that she first delete her test from the website.   If Ms. [redacted] would like to pursue this refund, we ask that she email us at [email protected] once the test has been deleted. She may delete the DNA results by first logging into her Ancestry account, and then navigating to the DNA Home page, and clicking on the Settings button on the right-hand side of the page. On this page, there an area on the right-hand side with a button labeled Delete Test Results. She may then simply click on this button and enter her Ancestry password to confirm the deletion of her test.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not satisfactory to me, however, I don't have time or energy to continue to pursue a lost cause.  If they truly believed what they were doing was of value, they would contact the persons doing the free trial and ask if they would like to continue.  They wait till the 2nd billing period to contact you and say it is too late to do anything about the first billing period.  I did breeze through the terms and conditions and don't recall me needing to do anything other than no longer using the service.  I believe they play on peoples emotions and I will make sure in my circle that everyone knows this.
Sincerely,
[redacted]

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. 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 Ms. [redacted] has experienced in this situation.   Our refund policy states that monthly subscription charges are non-refundable. Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a full refund to Ms. [redacted] in the amount of $44.99 for the billing in question on her account. Depending upon the payment method she used for this membership, it may take up to 7-10 days for this credit to become accessible within her financial institution. The cancellation number for this is: [redacted].   All information related to Ms. [redacted]’s payment details on the above account has been queued for deletion and will be completely removed from our systems in the next 4-6 weeks. We can confirm that her account is inactive, and she will not receive any future billing unless she decides to purchase a new subscription and re-enter her payment information.   We are happy to locate the second charge in question on Ms. [redacted]’s father’s account. To assist in this search, we ask that Ms. [redacted] please email us directly at [email protected] with the following information regarding her father’s account:   Order Number or Cancel Confirmation number Full Name on Ancestry Accounts             Full Address, Including Zip Code            Any Email Addresses or Usernames Used     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.     Morgan Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
January 13, 2016
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. [redacted]'s complaint to us. At Archives.com, we...

are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.
As a courtesy to Mr. [redacted], we have made an exception to our monthly refund policy and have issued a refund in the amount of $9.99 for the billing that took place in January of 2016. Please note that it can take between 3-5 business days for these funds to become available within his financial institution.
If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####.
Sincerely,
Allison
Executive Response Team
Ancestry.com

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   January 20, 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.   Upon review of the situation, we found that Ms. [redacted] was receiving charges on three separate Ancestry accounts. Because we are committed to providing superior customer service, have made an exception to our refund policy and issued a refund to Ms. [redacted] in the amount of $432.95 for the past six months.  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 7 days for this credit to post to her account.   We are happy to provide Ms. [redacted] a link to our Terms and Conditions, which includes our refund policy. We have provided this in the link below:   Ancestry Terms and Conditions   The access to the databases associated with these duplicate memberships have been cancelled effective immediately. We apologize for any inconvenience that this situation has caused and wish Ms. [redacted] continued success in her research.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: [redacted]
Contact Email: [redacted]@ancestry.com
July 8, 2015
RE: Terrance H[redacted] – Case: [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. H[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.
At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. H[redacted] has experienced in this situation.
Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Mr. H[redacted] signed up for a monthly membership that began on 11/29/2014.
Per the Terms of service on our website, all of our subscriptions automatically-renew after the initial subscription. In Mr. H[redacted]’s case, his trial renewed on 12/29/2014.
When signing up for a membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Ancestry.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Mr. H[redacted] was responsible to cancel online if he did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Mr. H[redacted] indicating his desire to cancel.
Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue an additional refund to Mr. H[redacted] in the amount of $[redacted] for the past billing. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution.

With this cancellation, Mr. H[redacted]’s access to the paid online databases will expire immediately and he will have no further billing from Ancestry.com.
If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at [redacted].
Sincerely,
Allison
Executive Response Team
Ancestry.com

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
January 20, 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. We sincerely regret any frustration that Ms. [redacted] has experienced in this situation.
We appreciate Ms. [redacted]’s feedback about customer’s being required to go through an email verification process when creating accounts. Her feedback has been forwarded to the appropriate department for further review and consideration.
Because we are committed to providing superior customer service we have cancelled your subscription and have processed a refund in the amount of $ [redacted]. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is:[redacted]and she will receive no further 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