Ancestry.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the proposed resolution of the three month subscription valid beginning on the date of the DNA result release and ending, without renewal, after three consecutive months to be satisfactory to me.
Sincerely,
[redacted]

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]’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 monthly US membership on October 3, 2015.
When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.
Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ###-###-#### 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 January 4, 2015 so there will be no further renewals or charges. Our records also indicate a refund in the amount of $21.59 has been issued back to Mr. [redacted] on January 4, 2015. 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 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

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]  I have contacted Ancestry but, no resolution upcoming.

Title: Sarah, Executive Office
Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
 DATE \@ "MMMM d, yyyy" April 22, 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 regret that Mr. [redacted]’s daughter was billed after
attempting to sign up for a free trial. Our records indicate that Mr. [redacted]’s
daughter signed up for a monthly US Discovery subscription on April 18, 2016
that would renew on May 18, 2016. Per the terms and conditions applicable to
this membership, to which one must agree when signing up for this service, you
must be 18 years or older to use or subscribe to Ancestry.
Because
we are committed to providing superior customer service, we
have made an exception to our monthly refund policy and have issued a refund in
the amount of $19.99 back to the account that was originally billed. Please
note that it can take between 3-5 business days for these funds to become
available. The confirmation number for this refund is[redacted] 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 value Mr. [redacted] as a member, he will continue to have access to the free
resources on Ancestry.
If you have any questions regarding this or any other
matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####. 
 
Sincerely,  
Sarah
Executive Response Team
Ancestry

Revdex.com:
I have reviewed the response made by the business Ancestry.com in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. When I spoke with Alec id# [redacted] from Ancestry.com on the phone last week, I was informed by him that my membership began in March of 2011.  They record their calls, so they should have this in their records.  I feel they still owe me for an additional year of services unknowingly charged to my account at $77.70 twice that year, for an additional yearly amount of $155.40.  Total owed truly being $784.50.  $198 by deposit and $629.10 by check.I will hesitantly accept their initial offer, but would certainly prefer to be reimbursed for the full amount owed dating back to March 2011.I am very thankful for their willingness to reimburse me for the money they withdrew from my account.  I am still puzzled how they managed to withdraw funds even after our debit card number was changed?Thank you so much Revdex.com for your assistance!  They initially were only willing to reimburse me $99!With Appreciation,  :)
[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] [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.     We regret the confusion with Ms. [redacted]’s replacement DNA test. The automated email that is sent when a test that has already been activated online is filed for replacement is the same email that is sent when a test is not able to be processed at our lab and a new test is required. We apologize for any confusion caused by this situation.   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.   While waiting for her 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 $98.95. 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 satisfactory to me.
Sincerely,
[redacted]

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     January 26, 2018 RE: [redacted] -- [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. We are...

committed to providing excellent customer service and sincerely regret any frustration that Ms. [redacted] has experienced in this situation.   We created Ms. [redacted]’s genetic ethnicity estimate by comparing her DNA 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, her results may be refined in greater detail. For your 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 Ms. [redacted]’s heritage, with Migrations tracing her Ancestry within the last few hundred years and her Ethnicity Estimate connecting her 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. She can also find this information through the Help link located at the top-right of her DNA ethnicity estimate on our website.   Unexpected Ethnicity Results AncestryDNA Ethnicity AncestryDNA Ethnicity Estimate White Paper   DNA may hold information to help her make new discoveries about her family's past, her cultural roots, as well as confirm information in Ms. [redacted]’s family tree. Using the results from her DNA test in combination with Ancestry gives her hints that can guide your investigations and connect her with new relatives through the matching portion of our test. Collaborating with the new relatives she is given in her match list may provide her with additional information, a piece of her family story to tell or photos to share, and can be very valuable in her research efforts.     If this situation has impacted Ms. [redacted]’s experience to the point where the product no longer works for her, we are willing to make an exception to our refund policy and offer her a full refund for the test in the amount of $73.95. If Ms. [redacted] would like to take advantage of this refund, then we would ask that she delete her DNA results from her account. To delete the results, she may go to her DNA results home page and click on the settings button to the right of her name. On the settings page, there is a button in the right hand column that will ask her to enter her password and delete the results.   Once the results have been deleted, we ask that she email us directly at [email protected] and we will process this refund. We want Ms. [redacted] to know that we value her as a member of Ancestry and send our best wishes for her continued success in her 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 1-800-262-3787.   Sincerely,    Riley Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
November 30, 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.

Because we are committed to providing superior customer service we processed the refund that was requested by Mr. [redacted] when he called us on Friday November 27, 2015. Mr. [redacted] can expect to receive a refund in the amount of $60.00. The confirmation number for this transaction is:[redacted]-[redacted]-[redacted] Please note that the refund will go back to his original method of payment within the next 7-14 business days.
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: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 18, 2015
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.
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 regret any frustration that Ms. [redacted] has experienced due to this situation.
We are always happy to assist customers when they request to have their credit card information removed from our site. Ms. [redacted] sent us an email earlier this week requesting the removal of her credit card information. At that time we submitted a request to our accounting department that this information be removed from our site. The time frame that they have given us for the removal of the information to be finalized is 4-6 weeks.
Once we receive confirmation that the credit card information has been removed we will follow up with Ms. [redacted] to confirm with her that it has been done. Again, we regret her frustration in this matter and appreciate her patience.
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: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   September 1, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding 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.   Our records indicate that Mr. [redacted] first contacted us about this issue on August 23, 2017, and was given a full refund for the DNA test in the amount of $88.95 over the phone. Per his request, we have processed an order to send a free replacement test to his daughter’s address at no cost to him.   We want Mr. [redacted] to know that we value him as a member of Ancestry and wish him well in his family history research.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

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]’s complaint...

to us. We have carefully reviewed the request and have the following response.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation. We been experiencing high wait times due to the larger than expected response we’ve had to our AncestryDNA Summer Promotion.   Our records indicate that Ms. [redacted]’s DNA test is currently at our lab but it is not activated. Unfortunately, we are unable to process DNA results for a test that has not been activated. If she still have the 15-digit alphanumeric activation code included in the kit, she may go online to activate the DNA test. Once the test is activated, we will be able to begin processing the sample.   For your convenience, we have included step-by-step instructions on how to activate a DNA test in the following link:   Activating a DNA Test   If Ms. [redacted] no longer has her alphanumeric activation code, we will need to send her a replacement DNA test at no cost. In order to redeem this free test, 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,     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] - 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.   Our records indicate that the refund of $34.99 was issued back to the card ending in 3301. For her 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 Ms. [redacted]’s particular situation, the number is:   [redacted]   Because we are not the party that issued the overdraft fees on Ms. [redacted]’s banking account, we are not in a position to refund or reimburse them. We have found that in similar situations, when we have provided a full refund for a certain product, many financial institutions are willing to refund overdraft fees. We suggest she contact her financial institution to discuss this possibility.   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: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted]  June 28, 2016RE: Mr. [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 monthly membership on May 2, 2016.    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 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] indicating his desire to cancel.  At this time the account has been canceled as of June 28, 2016 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 $39.98. 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 ###-###-####. Sincerely,  JillExecutive Response TeamAncestry

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   February 6, 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 inconvenience or frustration that has occurred from this situation. We appreciate you taking the time to share your concerns.   Our goal is to provide a consistently reliable product and an exemplary level of customer service.  Based on the events Ms. [redacted] has described, we did not meet this goal. Your comments regarding her recent experience will be used for coaching and training our employees.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued an additional refund to Ms. [redacted] in the amount of $149.00.  The confirmation number for this transaction is [redacted].  Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account.   The access to the databases associated with this membership has been terminated effective immediately and Ms. [redacted] will have no future billing from Ancestry.  Because we want Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew S[redacted] Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: [redacted]
Contact Email: [redacted]@ancestry.com
September 1, 2015
RE: Ashley * J[redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. J[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. J[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 from Ms. J[redacted] indicating her desire to cancel.
On August 23, 2014 we attempted to auto renew and bill $29.99 to Ms. J[redacted]’s credit card that ends in [redacted]. In the process of doing so our billing system electronically contacted Ms. J[redacted]’s financial institution and requested an Account Update for her account. As Ms. J[redacted]’s financial institution provides that service, they supplied us with the updated billing details.
At this time, the account has been canceled as of September 1, so there will be no further renewals or charges. We have also issued a full refund to Ms. J[redacted] in the amount of $29.99. The confirmation number for this refund is: [redacted].
If Ms. J[redacted] has further questions regarding the Automatic Billing Updater her financial institution is a part of, we encourage her to contact them.
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

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 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 have previously offered 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. She will receive an email indicating when the test has entered processing, and from the time of the email the processing will take 2-4 weeks to complete.   While waiting for her 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].    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 $98.95. 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 satisfactory to me.
Sincerely,
[redacted] no longer wishes to participate in AncestryDNA and I would like the refund for [redacted]'s test as stated in Ancestry response.

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   August 16, 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 our delayed response and appreciate your patience. We been experiencing high wait times due to the larger than expected response we’ve had to our AncestryDNA Summer Promotion.    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 $99.00. The confirmation number for this transaction is [redacted].  Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account.   The access to the databases associated with this membership has been terminated effective immediately and Ms. [redacted] will have no future billing from Ancestry.  Because we want Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

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