Ancestry.com

May 8, 2015
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.
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 [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 your desire to cancel.
At this time the account has been canceled, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund in the amount of $[redacted] for the past four billings. The confirmation number for this transaction is [redacted]. Depending on the payment method you used for this membership, please note that it may take up to 3-5 days for this credit to post to your 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 [redacted].
Sincerely,
[redacted]
Executive Response Team
Ancestry
"Connection and Strengthening Families through the World Wide Web"

July 17, 2015
RE: Roslyn D[redacted] - Case # [redacted]
To Whom It May Concern,

Thank you for forwarding Ms. D[redacted]’s response to us. We sincerely regret the frustration that Ms. D[redacted] has experienced in this situation.
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 a company we are very upfront about the DNA testing process and provide very specific terms and conditions. If Ms. D[redacted] would like to review the Ancestry DNA’s terms and conditions that customers must agree to when activating their DNA test, they are available in the following link.

http://dna.ancestry.com/legal/termsAndConditions
When an Ancestry customer purchases a DNA kit from us, we provide them with a return box containing the address of where to send their DNA sample for testing and make every effort to keep the customer informed about the status of their testing.
We appreciate Ms. D[redacted]’s business and apologize for any frustration that she may have experienced.

We also would like to remind Ms. D[redacted] of the benefits that she receives through DNA testing. 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 each other.

If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at
[redacted].

Sincerely,
Allison
Executive Response Team
Ancestry.com

Complaint: [redacted]
I am rejecting this response because:Please state exactly which financial laws you are referring to and what the period of time you will store my credit card information is. You have already received payment almost a year ago. I do not see why the credit card information needs to be held and why you are being vague on time period and alleged laws.
Sincerely,
Soyini L[redacted]

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]@ancestry.com May 4, 2016 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 she has experienced in this situation.  Ancestry has been refining and expanding the science behind DNA matching to assist our customers in finding their relatives.  As part of this mission, we have been working on some exciting improvements to our DNA matching system. These advancements are expected to deliver more-precise predictions of who our customers are related to, and how closely they are related to the million-plus other members in the AncestryDNA database. We made the new Ancestry matches available to all of our members on May 3, 2016.  We notified current members that while we were working on completing the update for current members we would not be posting new matches for a brief period of time, but allowed them continued access to their current matches. Since the update rolled live on May 3, all customer results have been updated and should be accessible through their DNA matches page.  For her convenience we have added a link below to our latest blog post which includes more information about the newly released Ancestry DNA update.  http://blogs.ancestry.com/ancestry/2016/05/02/ancestrydnas-cutting-edge-science-...⇄ We want Ms. [redacted] to know that we value her as a member and again want to apologize for any frustration or inconvenience she may have experienced due to this issue.  We appreciate her patience in this matter 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 ###-###-####.  Sincerely,   Allison Executive Response Team Ancestry.com

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 7, 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 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 policy and issued a refund to Ms. [redacted] in the amount of $224.95.  The confirmation number for this transaction is 158303418.  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,     Dallas Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 24, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,

Thank you for forwarding [redacted]’s complaint to us. At Ancestry.com, we strive to always...

provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that they have experienced with ordering a DNA test.

Because we are committed to providing excellent customer service we are willing to make an exception to our refund policy and have processed a refund for the shipping charges incurred with this order. We have processed a refund in the amount of $9.95. This amount will be refunded to your original method of payment within the next 7-10 business days. The confirmation number for the transaction is:[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.com

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   January 23, 2018   RE: [redacted] – [redacted]   To Whom It May Concern,    Thank you for forwarding Ms. [redacted]’s response to us. We sincerely regret the frustration that she has experienced in this situation.    We have reviewed our records but we were unable to locate an email sent from Ms. [redacted]. We kindly ask that she send her request again to [email protected] to redeem the refund that was previously offered.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787, seven days a week, 9 AM to 11 PM EST.     Sincerely,     Riley Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]@ancestry.com April 26, 2016 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.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 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. As Ms. [redacted] hasn’t provided details about the problems she has been experiencing on the site, we are unable to provide her with specific information to help her resolve her issue, however, we are not aware of any ongoing site issues that would have affected the site for an entire year.  For help with resolving specific problems she’s having with the site we would invite her to visit our support center or give us a call at the number below for assistance.  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 Tell us why here...

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
February 16, 2016
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.
Because we are committed to providing superior customer service, and Ms. [redacted] is clearly dissatisfied with the subscription she purchased, we have processed a refund for her most recent subscription in the amount of $[redacted]. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is:[redacted]
Because we want Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site as a “Registered Guest.”
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,
Allison
Executive Response Team
Ancestry

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
March 16, 2016
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. [redacted]'s response to us. At Archives.com, we...

are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.
We regret any frustration she may have experienced due to this situation. As a courtesy to Ms. [redacted], we have made an exception to our monthly refund policy and have issued a refund in the amount of $9.99 for the billing that took place on March 13, 2016. The account number for this transaction is:[redacted] The refund will be processed back to her original method of payment. Please note that it can take between 3-5 business days for these funds to become available within her financial institution depending on their refund policies and procedures.
If you have any questions regarding this or any other matters pertaining to Archives.com, please do not hesitate to contact us at ###-###-####.
Sincerely,
Allison
Executive Response Team
Ancestry.com

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   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. We are also happy to confirm that Ms. [redacted]’s DNA sample is in tact at our lab and in processing.   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 $108.95. 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

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 7, 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 he has experienced in this situation.

We have performed the test and services with the most up to date accuracies and followed all guidelines to produce Mr. [redacted]’s test. We cannot control if a customer is not pleased with their 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.

When customers have DNA testing done through AncestryDNA, they have the possibility of receiving any of the 26 different ethnicities that Ancestry tests for. Mr. [redacted] can see all 26 of the ethnicities possible by going to his full ethnicity estimate and clicking on the button at the bottom of his list of ethnicities that says “Show all regions”. Most ethnicities are grouped into regions containing several countries, rather than giving a specific country. Ancestry doesn’t advertise results containing ethnicities that would not be possible for customers to receive when taking our test. For more information on how Ancestry determines ethnicity we have provided the following link.
http://help.ancestry.com/app/answers/detail/a_id/5449/kw/ethnicity

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

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-ANCESTRY (1-800-262-3787) Contact Email: [email protected]     November 2, 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 sincerely regret any frustration caused by this situation and apologize for any miscommunication regarding our products and services. To clarify, you are able to purchase, activate, and receive results for a DNA test without ever purchasing a subscription or starting a free trial for our subscription service.   Sometimes, if our members attempt to activate their DNA tests while not being signed into their Ancestry account, they may be prompted to start a free trial depending on the part of the website they access. We wish to assure Ms. [redacted] that she will receive her results automatically and without needing to input her card information. For more information, please refer to the following article: AncestryDNA and Subscriptions   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,     Dallas 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: Brandon, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
November 5, 2015
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 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 14 day free trial membership on July 07, 2015.
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 during the sign up process that “After your 14-day free trial ends, your membership will commence and you will be charged the full amount of $19.99 plus applicable tax, unless you cancel your membership by visiting your My Account page or calling the number above on or before July 21, 2015.”
Mr. [redacted] was responsible to cancel online by visiting the My Account section, or by contacting us by our toll free number ###-###-#### if he did not want to continue the subscription for the following month. According to our records, no successful online cancellation, email or phone call was ever received from Mr. [redacted] indicating his desire to cancel.
At this time the account has been canceled so there will be no further renewals or charges. Because we are committed to providing superior customer service, we were prepared to make a large exception to our policies and issue a refund to Mr. [redacted] in the amount of $79.96. 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.

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,
Brandon
Executive Response Team
Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
December 4, 2015
RE: [redacted]
To Whom It May Concern,
Thank you for forwarding Ms. [redacted]’s complaint to us. We have carefully reviewed the...

request and have the following response.
At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. [redacted] has experienced in this situation.
Our records indicate that we have already provided a refund for the two most recent billings in the amount of $39.98. Because we are committed to providing superior customer service, we have processed an additional refund in the amount of $[redacted]. The confirmation number for this transaction is:[redacted] Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution.
Because we want Ms. [redacted] to have success with her family research she will have continued access to the free resources on our site as a registered guest.
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,
Allison
Executive Response Team
Ancestry

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

to us. We have carefully reviewed the request and have the following response.   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 Ms. [redacted] indicated. 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

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     March 23, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s complaint to us. 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 this situation may have caused Mr. [redacted]. If Mr. [redacted] has not received his replacement test, we would be happy to provide him with another complimentary replacement test. We ask that either email us directly at [email protected] with his preferred shipping address or call us at the number below.   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

Contact Name and Title: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   January 16, 2018   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.   Our records indicate that Mr. [redacted] has maintained a monthly U.S. Discovery subscription since December 2016. This subscription renewed as scheduled on December 1, 2017, during which time Mr. [redacted] was charged the monthly fee of $19.99. On December 29, 2017, we see that Mr. [redacted] upgraded his subscription to the monthly All Access membership. On this date, he was charged $44.99, which is the current price of his new subscription. We also see that on January 8, 2018, he downgraded his subscription back to the monthly U.S. Discovery subscription. An additional charge of $19.99 was made on this date.   Due to the nature of our monthly subscriptions, refunds are not issued when upgrading or downgrading a monthly subscription. Instead, an additional month is added to the new subscription to compensate for any lost time. As outlined in our subscription refund policy, Mr. [redacted] did not automatically receive any refunds.   Mr. [redacted] has previously contacted us about this situation. Because we are committed to providing superior customer service, an exception has been made to our refund policy. A refund for Mr. [redacted] has been issued in the total amount of of $64.98. This total includes one refund of $44.99 and one refund of $19.99. 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 numbers for this is: [redacted] and [redacted]. With these refunds, Mr. [redacted]’s subscription has been cancelled and he will not receive any further billing unless a new subscription is started.   Because we want Mr. [redacted] to have success with his family research, he will have continued access to her Ancestry account 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,     Morgan Executive Response Team Ancestry

Contact Name and Title: Morgan, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] December 4, 2017RE: [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.  Based on the information Ms. [redacted] has provided, we cannot locate an account in her name at Ancestry. Due to this, we are unable to locate the charge in question. To assist in our search for this transaction, we ask that Ms. [redacted] please provide any of the following information in a direct email to us at [email protected]:   Order Number or Cancel Confirmation number Full Name on Ancestry Accounts Full Address, Including Zip Code Any Email Addresses or Usernames Used Once we have received this additional information from her, we will revisit this situation and determine the possible resolution.  If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by responding to this email. Sincerely, MorganExecutive Response TeamAncestry