Ancestry.com

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     February 5, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s response 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 that this situation may have caused Ms. [redacted]. We post records on our site as we receive them. We would be happy to review any records that contain any of her personal information for removal. We ask that she email us directly at [email protected] with the URL for each record that she would like us to review.   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

Complaint: [redacted]
I am rejecting this response because: I have not received a call back from the Dispute Counselor to discus the the last message from Ancestry.com and their offer to settle the dispute and there is no other way contact the Counselor. If It is the intention of Ancestry.com to refund $174.95 which would be the result of 5 months of billing at $34.99 per month, then I would accept that offer. However, the 2 responses from Ancestry.com don't explicitly state that. I would like to have the total amount of $174.95 appear in an offer message from them. Additionally, the debit card that was billed is no longer active due to the recent banking security breaches. I am unwilling to send Ancestry.com the information for my new debit card but since I have filled a dispute with Bank America for the billings and banking law requires the automatic reversal of those charges pending an investigation this matter could be settled if Ancestry.com will authorize Bank America to reverse the charges for the total amount of $174.95.
Sincerely,
Terrance H[redacted]

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   May 1, 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.   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 membership to Ancestry (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. From the time she receives this email, her results will become available within 2-4 weeks.   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. Once the test is deleted, we would also be willing to delete her account from our systems.   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.
The kit may have been delivered to A [redacted] -- but Texas is rather large and there probably are MANY [redacted]s in it -- and the package was NOT delivered to the ADDRESS of [redacted].  ADDRESSES, such as zip codes, state names, and home street addresses are what should govern the delivery of mail items -- NOT persons names.  The kit was NOT delivered to the address I specified and I DID NOT RECEIVE the kit
 
Thank you for the refund and I appreciate both Better Business's help and the response from Ancestry.com.
 
I WILL say, though, that the "Customer Service" area of Ancestry.com did not reply a single time to over 20 messages that I sent them over a week and a half of messaging.  AND the Ancestry.com online site does not have a single phone number listed for anyone to call for help.
Sincerely, [redacted]

Contact Name and Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   May 2, 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 sincerely regret any inconvenience that has occurred from this situation.   Our records indicate that Ms. [redacted] started a monthly World Explorer membership on August 7, 2014 which has renewed for $34.99 plus any applicable tax (amounting in a total of $3.11 per month) since that time. While we do have an annual plan that allows our members to subscribe to a year of the World Explorer for $299.40, this plan renews on an annual basis and requires the entire payment up front. We apologize for any confusion caused by this situation.   In light of the circumstances, we are willing to offer Ms. [redacted] a complimentary six month membership to Ancestry (a value of $149.00) free of charge. To take advantage of this free membership, she may email us directly at [email protected]. We have reviewed our records, and have not found any record of the messages she sent to this email address previously.   Our also records reflect that Ms. [redacted] also contracted services from one of our sister companies ProGenealogists, to perform research on her behalf. We are sorry that she have not been completely satisfied with the results of the second half of her research project. The goal with all of our clients is to use their research retainers in the most effective and efficient manner to achieve their goals. As we described during the initial research kick-off conversation, we generally begin our research by exploring all online records, followed by hands-on research at the Family History Library if records are not available online but can be found there. When necessary, we can also conduct research in local archives and we will incorporate DNA results when available in order to uncover as much information as possible.   During the second half of your research project, we spent 27.8 hours of research time pulling and copied approximately 40 new records on the Costantini family from Colonnella from microfilm, uncovering new information about a number offamily members to and them immigration to America, and compiled a comprehensive research journal. We are also happy to hear that Ms. [redacted] communicated with her research manager, George Ott, last night and discussed the progress he and his team had made. In response to your request, George has agreed to refund $2,000 of Ms. [redacted]’s research retainer.   We want Ms. [redacted] to know that we value her as a member of Ancestry and wish her continued 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

Contact Name and Title: Riley, Executive Office Response Team Contact Email: [email protected]     January 6, 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.   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 that our service did not meet Mr. [redacted]’s expectations and we appreciate him taking the time to share his concerns. Our goal is to provide a consistently reliable product and an exemplary level of customer service.  Based on the events he described, we did not meet this goal. Mr. [redacted]’s comments regarding his recent customer service experience will be used for coaching and training our employees.   We regret the frustrations that Mr. [redacted] has experienced with his recent AncestryDNA purchase. We would be happy to review this situation further. However, we will need more information to do so. We request that Mr. [redacted] provide us with his PayPal Transaction ID associated with his purchase. Once we have received this additional information from Mr. [redacted], we will continue to review the situation. We regret any inconvenience this may cause and appreciate his patience in this matter.   Again, we apologize for the frustrations that Mr. [redacted] has encountered with his purchase. If Mr. [redacted] has any questions regarding this or any other matters pertaining to Ancestry, he may contact us at 1-800-262-3787.   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.
Thank you.
Sincerely,
[redacted]

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [email protected]   August 9, 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 a member connects a family tree to their AncestryDNA results, our service can generate what are called “Shared Ancestor Hints”, which identify potential avenues for research based on the information family tree linked to the members DNA results. It does so by comparing their DNA results and family trees to the family trees of their DNA matches.   Since the time Ms. [redacted] originally contacted us, we have filed two separate error reports to help identify and address the issues she is encountering with her Shared Ancestor Hints and the time it takes for them to update. At this time, our developers are still currently working to resolve this issue and improve the service. We additionally have outlined for Ms. [redacted] that it can take time for the results to populate appropriately on the website after unlinking and relinking her tree to the DNA results.   We would also like to make Ms. [redacted] aware that frequent tree relinking causes us to re-analyze her DNA data against her matches each time and thus reduces the consistency of the data presented.   We sincerely regret the frustrating experience that Ms. [redacted] has encountered. Ms. [redacted] has been given a total of four months of free access to our website to date. This is a value of $139.96 that was given as a courtesy to her, due to the technical issues she has experienced.   Unfortunately, we are not able to accommodate Ms. [redacted]’s refund request as she has both received her results and been actively using both our DNA and subscription services, but want to assure her that we appreciate her feedback and suggestions concerning the DNA service. Her feedback is being shared internally for further review and consideration.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.   Sincerely,     Dallas Executive Response Team Ancestry

Title: Riley W[redacted], Executive Office Response Team Contact Email: [email protected]     May 25, 2017 RE: [redacted] [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.   We sincerely regret the frustration Ms. [redacted] has experienced. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.     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 or because they receive their results faster than expected. Our current lab processing time is 2-4 weeks but there have been cases where members receive their results sooner.   We created Ms. [redacted]’s genetic ethnicity estimate by comparing her DNA to the DNA of people in our reference panel, as explained in the articles referenced below. As new data becomes available and the science behind ethnicity estimation improves, her ethnicity estimate may be refined.   AncestryDNA Ethnicity   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, we have provided the following link:   AncestryDNA Terms and Conditions   In light of the circumstances, we would like to offer Ms. [redacted], a complimentary three month World Deluxe subscription (a value of $104.97). To redeem this offer, we invite Ms. [redacted] to email us directly at [email protected].   The World Deluxe subscription will provide her access to all of the records we have available on Ancestry. This membership also provides additional benefits 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   We also would like to remind 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,     Riley W[redacted] Executive Response Team Ancestry.com

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     October 17, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding 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.   Our records indicate that Ms. [redacted] signed up for a 7 day free trial on May 23, 2016. We have reviewed our records, and were unable to locate a cancellation attempt by phone, email, or online by Ms. [redacted], and the subscription therefore continued to bill for the next 15 months. Ms. [redacted] was given a refund for one month in the amount of $9.99 in a previous phone call.   In light of the circumstances, and as a courtesy to Ms. [redacted], we have processed a refund for the remaining 14 charges of $9.99 for a total refund of $139.86. 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.   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 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 even though I have still not received the refund of $149.00, I am going to trust that Ancestry.com will provide that as well as the offer for a free year of service.
Sincerely,
[redacted]

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]

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.
Thank you very much.
Sincerely,
David * A[redacted]

Complaint: [redacted]
I am rejecting this response because:I want to be reassured that the following people know and have been able to see  the problems and complaints about the NEW ANCESTRY issue.  I want these men to read and see the attached visual comparison letter, so they understand visually what we are saying.  1.  Tim S[redacted], President & CEO of Ancestry2.  Kendall H[redacted], Senior VP of Product Management3.  Scott S[redacted], Chief Technology OfficeThere is a petition on line growing everyday to save the OLD ANCESTRY, signatures are at 2983 as of this moment.  They need to see and read the comments from everyone.  We all have the same problems with the NEW ANCESTRY.  Please go to the site and read;http://www.thepetitionsite.com/600/803/575/save-ancestry.com-classicAlthoug...⇄ I do appreciate your quick response, you have not addressed the main issues of the complaints.  You have replied with the general apology.  YOU have to remember, your website states, "OUR MISSION IS TO HELP EVERYONE DISCOVER, PRESERVE, AND SHARE THEIR FAMILY HISTORY"..............your also state, " OUR REGISTERED USERS HAVE CREATED MORE THAN 70 MILLION FAMILY TREES CONTAINING MORE THAN 6 BILLION PROFILES.  THEY HAVE UPLOADED AND ATTACHED TO THEIR TREES OVER 300 MILLION PHOTOGRAPHS, SCANNED DOCUMENTS AND WRITTEN STORIES."  Your business was build on the customer, you ask all the time for a survey, blogs, etc.  but you do NOT listen to what we say.  Then you announce that you will AUTOMATICALLY GENERATE certain events to help enrich the family story, all of which in my case, had nothing to do with my family.I want these questions answered;1.  Why the dark backgrounds with white and pastel letters??  On a dark page is VERY hard to read, gives a person headaches and a strain on the eyes. Consider the amount of older members spending most all waking hours working on the family tree.  Majority of the complaints on the petition has to do with dark color and light letters.  The dark on the iPad was a huge mistake...especially with such a small screen..2.  Why change the Profile from a classic, professional, clear, brief exact details, and clear direct source information?  The New Ancestry Profile, still comes back to the dark background with white lettering, hard to read and tiring to work with.  It lost the PROFESSIONAL look and is more of a 1980's design.  Your total website follows light background with dark letters, then you come to the working pages and you made it almost impossible to work with the colors.3.  Why do you think LIFESTORY is better than the STORY VIEW?  The STORY VIEW on OLD ANCESTRY are actual events from yearbooks, newspapers, photos, stories, and it took weeks, months, years to attach.  Then you popped up this AUTOMATICALLY GENERATED events, which did not reflect a real fact for my family.  You had this wonderful PHOTO key under the SEARCH key.  You could have just posted all those pictures with the hint IF we wanted to use them, we could find them.4.  Why do you ask for a survey, opinion, or how are we doing......when you do not listen ?????? A.  I want to know that Tim S[redacted], Kendall H[redacted], and Scott S[redacted] have seen and read my complaints and attachments.. plus read the petition on line with the added names with complaints.B.  I want my questions answered.C.  I know that you offered to provide me with the free download of Ancestry's Family Tree Maker..but I have a MAC computer and my sister has a PC, one download would not work for my family.  Plus my concerns about Family Tree Maker, you sold me the older version to "so called" help me to eliminate duplicates, but there was issues with attachments and photos not transferring from Ancestry to the FTM.  How can you assure me that all my tree will transfer without problems?  And what about two computers?
Sincerely,
[redacted]

May 5, 2015RE: [redacted] - Case # [redacted] To Whom It May Concern,  Thank you for forwarding Ms. [redacted]’s response to us.  We sincerely regret the frustration that Ms. [redacted] has experienced in this situation.   Unfortunately, once a DNA test kit has been...

deactivated, we are unable to reactivate the kit. In order for Ms. [redacted] to take the test,she will need to place a new order. Per our Terms and Conditions, if a member cancels their AncestryDNA test within the first 30 days of placing their order, and before they return the DNA sample to AncestryDNA, the customer will receive a refund equal to the price paid for the AncestryDNA Test minus $25. Inthis case, we issued Ms. [redacted] a refund of $[redacted]. Unfortunately, the $25.00 per test and shipping fee is nonrefundable.    Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and provide Ms. [redacted] with the opportunity to purchase the DNA tests at $[redacted] per test, plus shipping of $[redacted].  If Ms. [redacted] would like us to accommodate her with the discounted price on her two kits, she is welcome to contact our Member Services Department by calling [redacted] Monday– Sunday 9am to 11pm (EST) and our agents will be able to assist Ms. [redacted] with the discounted rate.  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,  [redacted] Executive Response TeamAncestry.com"Connection and Strengthening Families through the World Wide Web"

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 30, 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.
As a company, we have our customer’s best interest at heart. 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 Ms. [redacted] 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 Ms. [redacted] in the amount of $[redacted] for the past month. 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.
Because we are not the party that issued the overdraft fees on Ms. [redacted] 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.
The access to the databases associated with this membership has been terminated and Ms. [redacted] will have no future billing from Ancestry. Because we want Ms. [redacted] to have success with his 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: Deborah, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   October 17, 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 as a company have our customers in the bests of interest.  We apologize for any inconveniences that have occurred from this situation.   Our records indicate a free trial subscription was to our website was activated through iTunes or another third party. When a member purchase's an Ancestry subscription through a third-party (such as iTunes, Google, or Amazon), they will be billed automatically every month until they cancel their subscription.    All cancelations of those third-party subscriptions must be canceled through the website it was activated.  As Ms. [redacted]’s order was processed through iTunes, she will need to contact them regarding the cancelation. Unfortunately, we are unable to process a refund for any recent charges, as we do not have access to iTunes's billing system and we are not the ones who collected or charged the funds for the subscription.     To assist Ms. [redacted], we have included the contact information for iTunes below.   Canceling a Subscription Purchased on iTunes, Amazon, or Google   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. However, I clearly am not the only one improperly charged and I worry about the people who don’t check their bills. Ancestry needs to correct their processing of payments before there is a suit filed. This screams Class Action. Do right by your possible customers and stop “stealing” money and wasted time from the public!
Sincerely,
[redacted]

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]     February 5, 2018 RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’ response 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 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,     Riley Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: [redacted]
Contact Email: [redacted]@ancestry.com
August 21, 2015
RE: Amy F[redacted] -- [redacted]
To Whom It May Concern,
Thank for forwarding Ms. F[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. F[redacted] has encountered with the New Ancestry. We seek to always keep the website functioning properly for our users. To this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruption. As with any other computer or internet companies, we cannot guarantee that there will not be occasional technical difficulties.
As per the Terms and Conditions, we offer the Website on an "as is basis" and do not accept responsibility for any use of or reliance on the Website, Content or Service, or for any disruptions to or delay in the Service. If Ms. F[redacted] would like to further review the Terms and Conditions, we have placed a link below.
http://www.ancestry.com/cs/legal/termsandconditions#Liability
We are in the process of introducing the New Ancestry experience to all of our new and existing members. For the time being if Ms. F[redacted] would rather do her work through the old site she is able to do so by clicking on her username in the upper right hand corner and selecting Old Ancestry.
We want our members to enjoy the New Ancestry. Ongoing updates and improvements to the New Ancestry are published on our Ancestry blog, which can be found here: http://blogs.ancestry.com/ancestry/2015/08/14/the-new-ancestry-august-14th-featu...⇄ There is also an option to submit feedback on the new site, as referenced at the end of the article should Ms. F[redacted] choose to do so.
Again, we regret the frustration that Ms. F[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: [redacted], seven days a week, 9AM to 11PM MST.
Sincerely,
Allison
Executive Response Team
Ancestry.com