Ancestry.com

April 7, 2015RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr. [redacted]’s complaint to us.  We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service.  We...

realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. [redacted] has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be chargedbased 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] priorto the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online cancelation or phone call was ever received from Mr. [redacted]’s son indicating his desire to cancel.  Unfortunately, PayPal will not accept refunds of transactions that occurred over 60 days with Ancestry.com.  With that in hand, we are unable to process any further refunds.  However, as we can understand the frustration this may have caused, our accounting department has made a large exception and is attempting to provide Mr. [redacted] with an additional refund in the amount of $[redacted] for the remaining billings. Please not that it can take between 7-10 days for the refund to post back to your PayPal account.  If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted].[redacted]Executive Response TeamAncestry

September 15, 2015
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.
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 was received until 9/14/2015 indicating Mr. [redacted]’s desire to cancel. Since his semi-annual subscription renewed on 6/21/2015 at the time of his cancellation he would have been outside of timeframe in which we would process a refund.
Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a refund to Mr. [redacted] in the amount of $149.00 for the past six months. 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.
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: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 4, 2016 RE: [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 using the New 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 have not had any recent site outages reported.  Notes on Mr. [redacted]’s account indicate that he was having problems with using buttons on the site.  As we were not able to replicate his problems it was determined that he was having browser issues.  If he is still experiencing these problems he can go through the troubleshooting steps in the following link: [redacted] The account that is linked to the personal information Mr. [redacted] provided with his complaint is a registered guest account that did not contain any tree information and was registered to the username of “[redacted]”. At Mr. [redacted]’s request we have deleted the account associated with this username.  We ask him to please allow 7-10 business days for all emails to cease concerning this account.  Now queued for deletion, his name, email address, residential address, family tree information, and any DNA results related to the above mentioned accounts on our site will be removed from our system.  If Mr. [redacted] has additional accounts or information on our website that he would like to have removed, he can send a request from the email address we have on file for the account to: [redacted].  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 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]

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   August 10, 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. 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, we have issued a full refund in the amount of $108.95 back to the original method of payment. 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.   We want Ms. [redacted] to know that we value her as a member and wish her success with 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 Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]   September 14, 2016   RE: [redacted] – [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s complaint to us. We regret any...

frustration that Mr. [redacted] has experienced due to receiving Ancestry’s marketing emails.    In response to Mr. [redacted]’s request, we have removed his account with the following username and email address from all Ancestry contact lists:   Username: [redacted] Email: [redacted]   Now queued for deletion, Mr. [redacted]’s name, email address, residential address, family tree information, and any DNA results related to the above-mentioned accounts on our site will be removed from our system.  We have also placed his email address, [redacted], on our Do Not Email list.  Please allow 7-10 business days for all emails to cease concerning these accounts.  If he receives emails in the future, it will only be in regards to legally required transactional emails (i.e. order confirmations, renewal notices, password recovery, etc.) in the event that Mr. [redacted] were to create another account.   We appreciate Mr. [redacted]’s feedback and suggestions concerning the process of deleting an account and unsubscribing from our emails. His feedback is being shared internally as he has requested 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 1-877-283-9504.   Sincerely,     Dallas Executive Response Team Ancestry

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     November 17, 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 apologize for any confusion caused by our previous response to Ms. [redacted]’s complaint. To clarify, we have issued an additional refund of $44.99, for a total of $89.98. For her convenience, we have also provided the Acquirer’s Reference Numbers (ARNs). These numbers are generated by a financial institution when they receive the funds; in her situation, the numbers are: [redacted]   If Ms. [redacted] is interested in further pursuing her refund, we suggest she contact her financial institution. We want Ms. [redacted] to know that we value her as a member and wish her 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

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 15, 2015
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 bill our members according to the agreement made when a membership is initiated. Our records indicate that Mr. [redacted] had already taken advantage of our 14 day free trial in April of 2013, so instead of starting a trial in September, he set up a US Deluxe monthly subscription. Monthly subscription purchases are final, and not eligible for refunds. Before purchasing a subscription, one must indicate that they have read and accepted our Terms and Conditions. This agreement states “Monthly subscriptions may be cancelled at any time but you will not receive a refund.” To review this portion of our Terms and Conditions, please visit the following URL:
http://www.ancestry.com/cs/legal/termsandconditions
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 Mr. [redacted] in the amount of $19.99 for the billing in question. 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 his financial institution. The cancellation number for this is:[redacted]
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Allison
Executive Response Team
Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 9, 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 apologize to Mr. [redacted] for any confusion that occurred during the online sign up process. With the information Mr. [redacted] provided with his complaint, we are able to confirm that Mr. [redacted] started a free registered guest account, rather than the 14 day free trial. Since no subscription was started for Mr. [redacted], there will be no billing on this account unless he initiates a new transaction in the future. A free registered guest account allows customers limited access to the site at no charge. We have provided more information on what can be done with a free registered guest account in the following link.
http://help.ancestry.com/app/answers/detail/a_id/577/kw/registered%20guest
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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and this is the information they required from me.   Order Number or Cancel Confirmation number          -  I checked my sons email and have no order numbers or cancel numbers.                          Full Name on Ancestry Accounts     -  [redacted]                        Full Address, Including Zip Code      -  [redacted]                        Any Email Addresses or Usernames Used     -  [redacted]                        Last 4 digits of the credit card charged      -  [redacted]                        The last date of billing      -  07/05/2016
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Funny  (not!) how they deny not having any of my info, or that I have an account of any kind, when they've been communicating with me via email, March 8th from "Jose, Customer Solutions Associate" - where he admits I have a "Free Registered Guest" account.My complaint has NEVER claimed to involve any charges.  My contention has always been that Ancestry will not "unsubscribe" me, nor" will they delete my info.  Ancestry has refused to delete the "Free Registered Guest" account, and to delete all of the info from their site associated with the account.The semantics game is annoying and patronizing.

Title: Riley, Executive Office Response Team Contact Email: [email protected]   December 20, 2016 RE: [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. Our records indicate that a refund of $149.00 was issued back to the card ending in [redacted] on December 16, 2016.  For Ms. [redacted]’s convenience, we have provided an Acquirer's Reference Number (ARN) below.  This number is given to our company by a financial institution when they receive the funds; in her particular situation, the number is: [redacted]   If Ms. [redacted] is further interested in tracking her refund, we would suggest she contact her financial institution and referring to the numbers given. They will be able to provide her with answers to any additional questions regarding her refund.   At this time the account has been canceled as of December 16, 2016 so there will be no further renewals or charges. The confirmation number for this transaction is [redacted].   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.com   Tell us why here...

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   October 17, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s complaint...

to us. We have carefully reviewed the request and have the following response.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Mr. [redacted] in the amount of $59.97. The confirmation number for this transaction is [redacted].  Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account.   The access to the databases associated with this membership has been terminated effective immediately and Mr. [redacted] will have no future billing from Ancestry.  Because we want Mr. [redacted] to have success with his family research, he will have continued access to the free resources on our site as a registered guest.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   December 5, 2017   RE: [redacted] and [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.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Mr. [redacted] in the amount of $78.95. 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 7-10 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 Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   September 5, 2017   RE: [redacted] [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr....

[redacted]’s complaint to us. We have carefully reviewed the request and have the following response.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Mr. [redacted] in the amount of $108.95. 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.    We will remove Mr. [redacted]’s account with the following username from our records:   [redacted]   Now queued for deletion, his name, email address, residential address, family tree information, and any DNA results related to the above-mentioned accounts on our site will be removed from our system. Please allow 7-10 business days for all emails to cease concerning this account.   We appreciate the feedback that Mr. [redacted] has provided regarding our cancellation process, and email address visibility. We have shared his experience internally for further review and consideration.   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

Complaint: [redacted]
I am rejecting this response because: I don't have an account with Ancestry.com.  There is nothing to renew.  There are no legal matters.  I have no business nor want any with Ancestry.com.I want to be assured that I will receive no further emails from Ancestry.com immediately and not after an unclarified time frame!
Sincerely,
[redacted]

June 24, 2015
RE: Melba * H[redacted] – Case: [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. H[redacted]’s complaint to us. We have carefully reviewed the request and have the following response.
At Ancestry, we strive to always provide excellent customer service. We realize...

that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. H[redacted] has experienced in this situation.
Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen.
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 indicating their desire to cancel.
Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue an additional refund to in the amount of $[redacted] for the billing billings in question. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within Ms. H[redacted]’s financial institution. The cancellation number for this transaction is: [redacted].
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted].
Sincerely,
Spencer
Executive Response Team
Ancestry

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: Riley, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected]  March 13, 2018RE: [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 any frustration that this situation may have caused. We have reviewed our records and found that Ms. [redacted]’s kit is currently at the lab; however, it was never activated online. Unfortunately, we are unable to process DNA tests that have not been activated. If Ms. [redacted] still has the activation code for her DNA test, she may go online and activate the DNA test. For her convenience, we have provided the instructions below:  Activating a DNA Test  If Ms. [redacted] no longer has her activation code we would be happy to provide her with a complimentary replacement kit. Alternatively, if Ms. [redacted] wishes to no longer participate in the AncestryDNA services, we would be willing to issue her a full refund. We ask that she email us directly at [email protected] from the email address associated with her Ancestry account indicating if she would like a replacement kit or a refund. 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,   RileyExecutive Response TeamAncestry

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]