Ancestry.com

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]

[redacted],   We sincerely apologize for the recent lack of communication with us. Somehow, your emails were being routed directly into a junk email folder and we weren’t receiving them. You should have received an email directly from Brian last night that provides you with some additional details....

As you have requested, he will email a copy of the research journal to you as soon as possible so you can see the work that has been accomplished and our findings to date.

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 10, 2016 RE: Valiant [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. 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. [redacted] signed up for a monthly US Deluxe membership on 4/9/2016. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership.  When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Mr. [redacted]’s desire to cancel.  Currently, the account has been canceled as of 5/10/2016 so there will be no further renewals or charges.  Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue a refund in the amount of $19.99 for the most recent billing.  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 confirmation number for this transaction is:[redacted]    If Mr. [redacted] would like us to delete his account, we would be happy to do so, however, we would need him to delete the family tree on the account and need to assure that his refund has had time to process.  If he will send us an email from the email address that we have on file for his account once the tree has been deleted and he has received his refund we will be happy to proceed.  He will need to send the email to [redacted]. For his convenience we have provided instruction on how to delete a tree from Ancestry in the following link: [redacted] If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####. Sincerely, Allison Executive Response Team Ancestry Tell us why here...

Title: Riley, Executive Office Response Team Contact Email: [email protected]   December 28, 2016 RE: [redacted] – [redacted]        To Whom It May Concern,             Thank you for forwarding...

Mr. [redacted]’s complaint to us. We have carefully reviewed the request and have the following response.   At Ancestry, we strive to always provide excellent customer service. We sincerely regret any frustration that Mr. [redacted] has experienced in this situation.   We post records on our website as we receive them. If Mr. [redacted] would like to review where we received the original data, the information can be found under “Source Information” when viewing the individual record. There is also an option that allows members to add a comment to the record online, or indicate a correction. For Mr. [redacted]’s convenience, we have included step-by-step instructions on how to make a correction to a record in the following help article: Correcting a Record   If Mr. [redacted] has any remaining questions or concerns regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.     Riley Executive Response Team Ancestry       Tell us why here...

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 23, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. [redacted]’s complaint to us. We have carefully reviewed the...

request and have the following response.
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 were able to locate an account for Ms. [redacted] that was billing through Paypal, and have cancelled her subscription so that she will receive no further billing on this account.
Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue a full refund to Ms. [redacted] in the amount of $44.99 for the billing in question. 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]-[redacted]-[redacted]
Because we did not receive any communication from Ms. [redacted] asking us to cancel her subscription before it billed on 9/11/2015, we billed according to our membership agreement and are not responsible for any overdraft fees charged by her bank due to insufficient funds. Thus, we regret that we are not able to reimburse her for these amounts.
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

Contact Name and Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted] June 13, 2016 RE: [redacted]-- [redacted]  To Whom It May Concern, Thank you for forwarding Mr. [redacted]’s complaint to us.  We have...

carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.  We sincerely regret any frustration that Mr. [redacted] has experienced in this situation. We have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew.  Our records indicate that Mr. [redacted] started a monthly World Deluxe subscription on December 20, 2015. When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. In reviewing our records, we were unable to locate a successful cancellation attempt on his part. This would have resulted in a cancellation number being given to him both on screen and via email. Because we are committed to providing superior customer service, we have processed a refund for Mr. [redacted] in the amount of $209.94. Depending upon the payment method he used for this membership, it may take up to 3-5 business days for this credit to become accessible within his financial institution. The cancellation number for this is:[redacted]-[redacted]-[redacted]   We have also removed Mr. [redacted]’s Ancestry account with the following username from our records:  [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 account on our site will be removed from our system. Please allow 7-10 business days for all emails to cease concerning this account. 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 Tell us why here...

Contact Name and Title: Riley, Executive Office Response Team Contact Email: [email protected]     December 20, 2016   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 as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, they are making an investment in their family, and we take this trust very seriously.     We apologize for the frustrations that Ms. [redacted] has encountered with Ancestry.com. We want to ensure Ms. [redacted] that we do not limit her access to her account and trees based on the status of her subscription. After reviewing the situation, we were unable to duplicate the problems described with viewing the trees on her account. This leads us to believe there may be settings on her computer which are not currently compatible with our website.   We recommend Ms. [redacted] try a different browser such as Chrome, Firefox or Internet Explorer. We also recommend that she clear her cache and cookies and enable JavaScript. For her convenience, we have included step-by-step instructions in the following article from our Support Center: Troubleshooting Problems on Ancestry If Ms. [redacted] is still encountering problems after going through every step in the above article, we recommend she call us at the number below.   Again, we apologize for the frustrations that Ms. [redacted] has encountered with our site. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-800-958-9073.   Sincerely,     Riley 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]

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 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 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 Executive Response Team Ancestry

Contact Name and 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.
We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation.
When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.
Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ###-###-#### prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Mr. [redacted]’s desire to cancel.
Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a refund to Mr. [redacted] in the amount of $[redacted] 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.
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

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   June 8, 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.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation.   When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.   Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number 1-800-262-3787 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 Ms. [redacted]’s desire to cancel.   Because we are committed to providing superior customer service, we have made an exception to our refund policies and issued a refund to Ms. [redacted] in the amount of $174.95.  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 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: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     December 1, 2017 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 the frustration that Ms. [redacted] experienced in attempting to contact our customer service. During the last week, we have been experiencing high wait times as a result of our holiday sale. Our records indicate that M.s [redacted] was able to contact our customer service on November 29, 2017, and was 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

Title: Shaun, Executive Office Contact Phone: ###-###-#### Contact Email: [redacted]   July 15, 2016   RE: [redacted] – Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s complaint to us. We have carefully reviewed...

the request and have the following response:   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that Mr. [redacted] has experienced from this situation.   When signing up for a membership on Ancestry, members are required to confirm that they have viewed and accepted Ancestry Terms & Conditions, which explain that all of our subscriptions renew automatically unless canceled. Because of these terms, our members are responsible for canceling online, or by contacting us via email at [email protected] or phone our toll-free number ###-###-#### prior to their renewal date if they do not wish to continue the subscription for the next billing period. The registration process also states multiple times that the subscription will automatically renew.   According to our records, no contact via online cancellation, email, or phone call was received indicating Mr. [redacted]’s desire to cancel prior to 7/13/2016.   At this time, the account has been canceled as of 7/13/2016, so there will be no further renewals or charges. Because we are committed to providing superior customer service, in addition to the charge that was previously refunded over the phone, we are prepared to make an exception to our policies and issue an additional refund in the amount of $174.64 for all charges since 11/07/2016. The confirmation number for this transaction is[redacted] Depending on the payment method Mr. [redacted] 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,     Shaun Executive Office Ancestry

Title: Riley, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] January 23, 2018 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. At Ancestry, we take the privacy and security of our members’ DNA information very seriously. We can confirm that Mr. [redacted]’s DNA sample has been destroyed in accordance with our policies and procedures. We also allow our members the ability to delete the DNA results at any time in their DNA test settings. For Mr. [redacted]’s convenience, we have included instructions below on how to delete DNA results from the website:  DNA Account Settings If Mr. [redacted] would like his Ancestry account be deleted, we ask that he email us directly at [email protected] from the email address on file for his account for us to process his request. Please note that any family trees or DNA results associated with the account must be removed before we are able to delete the 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, seven days a week, 9 AM to 11 PM EST.   Sincerely,   RileyExecutive Response TeamAncestry

They haven't answered my complaint. They gave their standard "We have to pay taxes to the State of Washington", no they don't. The State of Washington can only collect taxes if the business has a physical presence in the state, they don't. The state is known to try and bully business' into collecting state taxes. And then Ancestry tries to buy me by offering  one month free, which then leads into a $39.95 recurring fee. As far as I can see they are collecting non required "Taxes" for their own profit.

Title: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]     October 17, 2016 RE: [redacted] [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 are taking steps 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

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 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.   Again, we regret the inconvenience Ms. [redacted] has experienced, and wish her success in her 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 S[redacted] Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 4, 2016   RE: [redacted] – [redacted]   To Whom It May Concern, Thank you for forwarding Mr. [redacted] complaint to us.  We sincerely regret the frustration that he has experienced in this situation. We have performed the DNA test with the most up to date technology. Unfortunately, despite multiple attempts, we were unable to extract enough DNA from the sample he submitted to provide an accurate result. Because we are committed to providing superior customer service we are willing to make an exception to our DNA refund policy and are issuing a refund in the amount of $108.95 for the DNA kit he purchased. Please note that it can take between 7-10 business days for these funds to become available within his financial institution depending on their refund policies and procedures. 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,    Dallas Executive Response Team Ancestry

I had absolutely no idea my bank was providing that service and I'm surprised they didn't mention it to me when I was speaking them. I really appreciate your response, as it alleviated all of my fears. In the end I suppose I was in the wrong, though I've never heard of a bank updating a cards information. You live and learn! Thank you so much for handling this so professionally and giving me all the answers I needed. I sincerely appreciate it.
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,
Ashley J[redacted]

Revdex.com: If they follow through with everything the say they will do than I will be happy.  Ancestry .com also charged my card about 6 months ago for I believe $149.  I would also like that money returned too as they told me they would do when I complained verbally, at the time they first removed the money.  I repeat, they still owe me the money the removed from my account without proper authoritization.  I will not be a satisfied customer until they return all of the money they took.  
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]