Ancestry.com

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   March 16, 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.   Based on the information provided to us, we cannot locate the charge Mr. [redacted] indicated, nor any accounts associated with the email address he provided, [redacted]. We would be happy to research this further, however, we ask that she provide any of the following information:                          Order Number or Cancel Confirmation number                        Full Name on Ancestry Accounts                        Full Address, Including Zip Code                        Any Email Addresses or Usernames Used                        Last 4 digits of the credit card charged                        Type of credit card charged (VISA, Mastercard, American Express)   Once we have received this additional information, we will continue to search and locate this charge. We apologize for any frustration or concern that this situation has caused.   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: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   April 20, 2017   RE: [redacted] – [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 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. One 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 of our DNA home page. For Ms. [redacted]’s convenience we have provided a link to this information below:   dna.ancestry.com We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Ms. [redacted] with accurate results.  Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expecting. The following links can help her understand his results and why she may not have received the results she was expecting.   Unexpected Ethnicity Results   Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree.  Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives. These new relatives may have additional information, a piece of their family story to tell or photos to share.   As Ms. [redacted]’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refund.  If she would like to view the terms and conditions herself, we have provided the following link.    AncestryDNA Terms and Conditions   We also would like to inform Ms. [redacted] that her test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done. As more people take DNA testing, she may be able to locate matching individuals and will have the ability to share research with other members.   If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at 1-800-262-3787.    Sincerely,       Drew S[redacted] 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 14, 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 we never received the second DNA test that Mr. [redacted] sent to our facility. Per his request, we have processed a request to send him a free replacement DNA test. He can redeem this offer by accessing his Ancestry account at dna.ancestry.com and confirming his shipping address. For step-by-step instructions, we have included the following article:   Replacing a DNA Kit   We want Mr. [redacted] to know that we value him as a member of Ancestry and appreciate his patience in this matter.   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: Drew, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] October 17, 2017 RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr. [redacted]' complaint to us. We...

have carefully reviewed the request and have the following response. We apologize that our service did not meet Mr. [redacted]' expectations and we appreciate him taking the time to share his concerns. 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 caused by the unexpected DNA results that Mr. [redacted] received. We calculate a person's DNA results by comparing their DNA to the DNA of a group of individuals with documented ancestries from specific regions and ethnic groups around the world. Using their data as a reference, we are able to analyze specific markers in a person's DNA and recognize how these markers correlate with specific ethnic groups, therefore providing them with their results. In this situation, Mr. [redacted]' DNA came back 84% Middle East, 12% Africa North, 3% European Jewish, <1% Africa Southeastern Bantu. At present, we are unable to break down these ethnic groups into more specific regions, but as new data becomes available and the science behind ethnicity estimation improves the ethnicity estimate may be refined in greater detail. For more information about how we calculate the DNA results, we have provided the links below which document this process in greater detail: Unexpected Ethnicity ResultsAncestryDNA Ethnicity Estimate Help and Tips The DNA test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done. As more people take DNA testing, you may be able to locate matching individuals and will have the ability to share research with other members. These members and the connections made through DNA may hold information to help you make new discoveries about your family's past, your cultural roots, as well as confirm information in your family tree.  Using the results from one's DNA test in combination with Ancestry gives one hints that can guide investigations and connect our members with new relatives through the matching portion of our test. Collaborating with the new relatives one is given in their match list may provide additional information, such as a piece of your family story to tell or photos to share, and can be very valuable in your research efforts.  If this situation has impacted Mr. [redacted]'s experience to the point where the product no longer works for him, we are willing to make an exception to our refund policy and offer him a full refund for the test in the amount of $79.00. If he would like to take advantage of this refund, then we would ask that he delete his DNA results from her account. To delete the results, go to the 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 asks you to enter your password and delete the results. Once the results have been deleted, we ask that Mr. [redacted] please email us directly at [email protected] will process the refund. We want him to know that we value him as a member of Ancestry and wish him continued success 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,  DrewExecutive Response TeamAncestry

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
August 28, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank for forwarding Ms. [redacted]’s response to us. We have carefully reviewed the response 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 Ms. [redacted] has encountered with the New Ancestry. As she has expressed concerns about getting a full copy of her tree off of the site before the Old Ancestry is retired, we are happy to help her to do so by providing her with a free Family Tree Maker download code so that she is able to download a copy of Ancestry’s Family Tree Maker software to her computer. Once she has done this she will be able to follow the instructions in the following link to download a full copy of her tree to her computer.
http://help.ancestry.com/app/answers/detail/a_id/4545/kw/downloading%20tree
The following link will give her instructions on how to order a free copy of Family Tree Maker through an electronic download. She can use the following code in the coupon code field when ordering to purchase it for free: [redacted]
http://help.ancestry.com/app/answers/detail/a_id/5400/kw/ordering%20ftm
Again, we regret the frustration that Ms. [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 MST.
Sincerely,
Allison
Executive Response Team
Ancestry.com

August 12, 2015
Re: Douglas H[redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. 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 Mr. 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.
When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.
Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number [redacted] prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. H[redacted] indicating his desire to cancel during the free trial.
Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue an additional refund to in the amount of $[redacted] for the billings in 2015. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: [redacted].
Because we want Mr. H[redacted] to have success with his family research, he will have continued access to the free resources on our site as a, “Registered Guest.”
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [redacted].
Sincerely,
Allison
Executive Response Team
Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected]     July 27, 2016 RE: [redacted] – Case: [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 sincerely regret the frustration caused by this experience that Mr. [redacted] has encountered. Upon his request, we have removed his account with the following usernames from all Ancestry contact lists:   [redacted]   Now queued for deletion, his name, email address, residential address, family tree information, payment information, and any DNA results related to the above-mentioned account on our site will be removed from our system.    We have now unsubscribed Mr. [redacted]’s email address [redacted] from all Ancestry emails. Please note that it may take 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,     Dallas Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 801-705-7656 Contact Email: [email protected]   September 22, 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] DNA test has been processed and completed by the laboratory, and he has received his 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 him, we are willing to make an exception to our policy and process a full refund for the DNA test in the amount of $108.95.   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 1-877-283-9504.   Sincerely,    Dallas Executive Response Team Ancestry.com

June 17, 2015
RE: Kelly [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.
When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.
Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number [redacted] prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. [redacted] indicating her desire to cancel during the free trial.
Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a refund to in the amount of $44.99 for the billing in May. 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].
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 [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. Although false advertising is a crime and you should be held responsible by law. 
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 8, 2015
RE: [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. [redacted]’s complaint to us. At Ancestry.com, we are committed to providing...

excellent customer service and hold our customers’ satisfaction in the highest regard.
We apologize for any inconveniences that have occurred from this situation. We have gone back and checked our online process for cancelations for the past two months and where unable to locate any problems with our online cancelation process during that time. We did receive an email from Mr. [redacted] on September 6, 2015 requesting that we cancel his free trial. We cancelled his trial and responded to him via email on September 7, 2015 letting him know that his trial had been cancelled.
We provide our members several options for cancelling their subscriptions. Members are able to cancel by calling Customer service at ###-###-####, by emailing us at [redacted]@ancestry.com or they are able to cancel online using the instructions in the following link.
http://help.ancestry.com/app/answers/detail/a_id/891/kw/online%20cancellation
While we may offer special pricing if customers choose to continue their subscription with our company, we never charge anyone to cancel a subscription and see no charges on Mr. [redacted]’s account. It sounds as though Mr. [redacted] used a third party website to try to cancel his subscription with our company and the charge that he is disputing came from them, so we are not able to provide any refunds for the charge.

At this time the account has been canceled as of September 7, 2015, so there will be no further renewals or charges. The confirmation number for this transaction is[redacted]
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.com

This is deceiving the public. They know that this is wrong.  This is why the world is concerned with "Fake News". You cannot trace your ancestry to 80AD. Someone is making these up and posting them. They need to stop this. Not me!

Complaint: [redacted]
I am rejecting this response because: The reasons already stated in complaint. The "documents" referred to were mostly taken from my own research and information, etc. This is in NO WAY a resolution to the issue. The company misrepresented the expected results.
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
October 7, 2015
RE: [redacted] -- 10847151
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 bill our members according to the agreement made when a membership is initiated. Monthly subscription purchases are final, and not eligible for a refund. Before purchase, 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 Ms. [redacted] in the amount of $[redacted] for the billing in question. 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]
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 ###-###-####.
Allison
Executive Response Team
Ancestry

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

we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.    We sincerely regret any frustration caused by this experience. We have reviewed our records, and found that an authorization for $179.88 CAD was approved by Mr. [redacted]’s financial institution on January 27th, 2017. This subscription was cancelled, and the authorization was reversed prior to us collecting the funds. As we did not collect the funds, we are not in a position to expedite this refund request. For your convenience, we have included two reference numbers below. These reference numbers are specific to the original authorization and the subsequent reversal. You may be able to give these numbers to your financial institution to expedite this process.   [redacted]   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 S[redacted] Executive Response Team Ancestry

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     December 13, 2017 RE: [redacted] – Case: [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 personally been in contact with Mr. [redacted] regarding his concerns, and were able to resolve the situation.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Morgan Executive Response Team Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this is acceptable. Here is the info needed:Last Four digits of Card used: [redacted]Last Date: 06/12/2017Card used: Visa debt      resolution is satisfactory to me.
Sincerely,
[redacted]

Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     December 15, 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 regret the frustration that Ms. [redacted] has experienced with this referral process. We appreciate her willingness to share AncestryDNA. Our records indicate that Ms. [redacted] successfully referred two other individuals to AncestryDNA. We have manually approved these referrals and she should receive these two $10.00 electronic gift cards in 30-45 days.       We do not see any other valid referrals from Ms. [redacted]’s email address. If she believes that there should be additional referrals, we ask that she please provide the email addresses used for these referred purchases. She can send these details to 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,     Morgan 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]   March 30, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s response 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.   As stated in our previous response, we calculate the DNA results using a scientific model that includes multiple quality checks and a calculation of statistical variability known as the range. The results that are calculated from this data by AncestryDNA do have the capability to match related individuals, however, our test is not proctored and therefore cannot be used for any legal purpose.   For your reference, we have included documentation in the links below about how we calculate our results, as well as the science behind our DNA testing. We want you to know that we value you as a member of Ancestry and wish you continued success in your research.   DNA Foundations Ancestry DNA Ethnicity Estimate White Paper Ancestry DNA Matching White Paper Ancestry DNA Circles™ White Paper   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