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Ancestry.com Reviews (1035)

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com December 18, RE: [redacted] - [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response At Ancestry we strive to provide exemplary customer serviceMr [redacted] ’s comments regarding the quality of service he received from our Customer Solutions Associates is valued and we apologize that our customer service did not meet his expectations As a courtesy to Mr [redacted] , we have chosen to delete his duplicate account with the username “ [redacted] ” from our system as he has requestedNow queued for deletion, his name, email address, residential address, family tree information, and any DNA results related to the above mentioned account on our site will be removed from our system If Mr [redacted] has any remaining questions or concerns regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-#### Allison Executive Response Team Ancestry

Title: Riley, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] January 23, RE: *** [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usWe are committed to providing excellent customer service and sincerely regret any frustration that Mr [redacted] has experienced in this situationAt Ancestry, we take the privacy and security of our members’ DNA information very seriouslyWe can confirm that Mr [redacted] ’s DNA sample has been destroyed in accordance with our policies and proceduresWe also allow our members the ability to delete the DNA results at any time in their DNA test settingsFor Mr [redacted] ’s convenience, we have included instructions below on how to delete DNA results from the website: DNA Account Settings If Mr [redacted] would like his Ancestry account be deleted, we ask that he email us directly at [email protected] from the email address on file for his account for us to process his requestPlease note that any family trees or DNA results associated with the account must be removed before we are able to delete the account If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787, seven days a week, AM to PM EST Sincerely, RileyExecutive Response TeamAncestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com December 7, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s response to usWe 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 testWe 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 treeUsing the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relativesThese 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 different ethnicities that Ancestry tests forMr [redacted] can see all 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 countryAncestry doesn’t advertise results containing ethnicities that would not be possible for customers to receive when taking our testFor 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

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] December 8, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response As a company, we strive to serve our customers’ best interestsWe 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 & ConditionsAdditionally, 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-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 an additional refund to Ms [redacted] in the amount of $ 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-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-ANCESTRY (1-800-262-3787) Sincerely, Drew S [redacted] Executive Response Team Ancestry

Title: Riley, Executive Office Response TeamContact Phone: 1-800-262-3787Contact Email: [email protected] February 19, 2018RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We have reviewed Ms [redacted] ’s account and found that she signed up for a 14-day free trial on December 29, After the days concluded, the subscription automatically renewed on January 12, to a monthly World Deluxe subscriptionOur records that we attempted to bill Ms [redacted] on January 12th, but we were unable to deposit the funds until January 23rdThe subscription was active for a month and then canceled at the end of the month on February 12thAt this point, her account became a registered guest account and she would receive a message to subscribe if she was trying to review a record In light of the circumstances, we would like to offer Ms [redacted] a complimentary month of the World Deluxe subscription (a value of $34.99) at no cost to herTo redeem this offer, we ask that she email us directly at [email protected] If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-Sincerely, RileyExecutive Response TeamAncestry

Complaint: [redacted] I am rejecting this response because: they are saying that I never done business with them,,, I have enclosed all documentation and emails showing they promised to refund my money with pay pal and even said they already did,, all lies I was ordering a birth certificate for my step grandson the order was done with archives.com my step son name is [redacted] the paypal account is in my name [redacted] how achieves.con got paid Here is all the emails from archives.com Hi, I just got off the phone with Archives.com and they said the refund of $ was issued on 10/31/back to your paypal account If you still don’t see it, you should call them at 888-896- From: ***, [redacted] [mailto: [redacted] ] Sent: Tuesday, November 28, 12:PM To: Cheng V [redacted] Cc: [email protected] Subject: RE: Info regarding your birth certificate order for [redacted] , [redacted] Checking on that refund seeing if anyone helping me,,, [redacted] From: ***, [redacted] Sent: Monday, November 27, 1:PM To: 'Cheng V***' Cc: '[email protected]' Subject: RE: Info regarding your birth certificate order for [redacted] , [redacted] Checking on that refund seeing if anyone helping me,,, [redacted] From: ***, [redacted] Sent: Wednesday, November 22, 12:PM To: 'Cheng V***' Cc: '[email protected]' Subject: RE: Info regarding your birth certificate order for [redacted] , [redacted] I was told I would get a refund for under my pay pal account,, I still have not received it,,, I was told to contact you and let you know can someone help me, this is not right to say you refund me money and then don’t [redacted] From: Cheng V [redacted] [mailto:cv***@authoricheck.com] Sent: Wednesday, November 22, 10:AM To: ***, [redacted] Subject: RE: Info regarding your birth certificate order for [redacted] , [redacted] Hi, I called your home phone and you were not available Please contact Archives.com at 888-896-or [email protected] and let them know you still have not received your refund for $From: ***, [redacted] [mailto: [redacted] ] Sent: Monday, November 20, 8:AM To: Cheng V [redacted] Subject: RE: Info regarding your birth certificate order for [redacted] , [redacted] This was days ago and I still received no refund on my pay pal account for this? From: Cheng V [redacted] [mailto:cv***@authoricheck.com] Sent: Friday, November 10, 3:PM To: ***, [redacted] Subject: RE: Info regarding your birth certificate order for [redacted] , [redacted] Hi, we still had not luck We will cancel and issue a refundI suggest contacting Benton County Health Dept directly for help at 360-236-From: ***, [redacted] [mailto: [redacted] ] Sent: Friday, November 3, 12:PM To: Cheng V [redacted] Subject: RE: Info regarding your birth certificate order for [redacted] , [redacted] He was years old From: Cheng V [redacted] [mailto:cv***@authoricheck.com] Sent: Thursday, November 2, 3:PM To: ***, [redacted] Subject: Re: Info regarding your birth certificate order for [redacted] , [redacted] Yes, that could be the issue How old was he when the change took place From: ***, [redacted] < [redacted] > Sent: Tuesday, October 31, 2:PM To: Customer Service Backgrounds Subject: RE: Info regarding your birth certificate order for [redacted] , [redacted] My son’s name got changed when his mother married another man Did not know if that would make a difference if his name is different today His last name is now [redacted] From: Customer Service Backgrounds [mailto:[email protected]] Sent: Monday, October 30, 3:PM To: ***, [redacted] Subject: Info regarding your birth certificate order for [redacted] , [redacted] Good afternoon ***, We have conducted a thorough search for the birth certificate you requested in Benton County and unfortunately no record was located based on the information providedWe apologize for any inconvenienceIf you believe this document may be filed in another state or county, we would be happy to search further, however please keep in mind that additional searches will result in additional feesPlease contact our office at (800)315-or via email at [email protected] with any questions or if we may be of any further assistanceThank you and have a great day! Best Regards, Lilliy JUSA Vital [email protected]: [redacted] [mailto: [redacted] ] Sent: Monday, December 4, 12:PM To: ***, [redacted] Subject: Re: Fwd: You have a New Message from Revdex.com of Utah Regarding Complaint # [redacted] I was ordering a birth certificate for my step grandson the order was done with archives.com my step son name is [redacted] the paypal account is in my name [redacted] how achieves.con got paid On Dec 4, 12:PM, " [redacted] ***" < [redacted] > wrote:---------- Forwarded message ---------- From: "Revdex.com" Date: Dec 4, 10:AM Subject: You have a New Message from Revdex.com of Utah Regarding Complaint # [redacted] To: < [redacted] > Cc: This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint # [redacted] Please click on the link below to access Revdex.com's Online Complaint Management System to read this messageClick here to read the messageIf your email program does not support the link above, then please copy and paste the link below into your browserhttp://odrcomplaint.Revdex.com.org/ODRWeb/Home/SecureLogin.aspx?SecureLin... This is a post-only mailingReplies to this message are not monitored or answeredIf you have any further questions or concerns, please do not hesitate to contact us at [email protected] or Thank you Sincerely, [redacted] ***

Contact Name and Title: Drew S***, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 17, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you again for forwarding Mr [redacted] ’s response to usWe have carefully reviewed the request and have the following response We as a company have our customers in the bests of interestWe 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 Mr [redacted] has encountered with our websiteIn some cases, if a member is not signed into their Ancestry account, they may receive an offer for a free trial on the websiteOnce the account information is filled out on the website, including the credit card information, a customer may receive a decline message if they have already taken advantage of a free trial We appreciate Mr [redacted] ’s feedback regarding the free trial siflow on the websiteHis comments and concerns are being shared internally as requested for further review and consideration In light of the circumstances, and as a courtesy to Mr [redacted] , we would be willing to offer him a complimentary month of access to Ancestry’s World Explorer membership (a value of $34.99) free of chargeTo redeem this offer, we invite Mr [redacted] to email us at [email protected] Again, we apologize for the frustrations that Mr [redacted] has encountered with our siteIf you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Drew S [redacted] Executive Response Team Ancestry

September 1, RE: Suzanne [redacted] F [redacted] To Whom It May Concern, Thank you for forwarding MsF [redacted] ’s complaint to usWe have carefully reviewed the request and have the following response At Ancestry, we strive to always provide excellent customer serviceWe realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriouslyWe sincerely regret any frustration that MsF [redacted] has experienced in this situation In reviewing MsF [redacted] ’s complaint, we were able to locate emails that she had sent to Ancestry requesting that we cancel her subscriptionWe responded to the emails asking for more information as the only account we were able to locate with the information that she provided in the email was a free registered guest accountShe never responded to these emails with the additional information that we requested, so we were unable to locate and cancel the account that was billing her As MsF [redacted] did provide a full address when she submitted her complaint with the Revdex.com, we were able to locate the account that has been billing and have cancelled her subscriptionBecause we are committed to providing superior customer service, we have issued a refund in the amount of $ [redacted] back to the original method of paymentDepending upon the payment method she used for this membership, it may take up to 3-days for this credit to become accessible within her financial institutionThe cancellation number for this is: [redacted] Because we want MsF [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, Allison Executive Response Team Ancestry

Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 14, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard Due to Ms [redacted] ’s specific situation, we ask that she contact us directly at [email protected] to further attempt to resolve this issue 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- Sincerely, Kate Executive Response Team Ancestry

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] I accept the AncestryDNA response, (PROVIDED THAT THEY DO REFUND AS PROMISED.) Incidentally, they do NOT present the list of terms PRIOR to collecting money If you log onto their site, the current kit price is shown above an "Order now" button When you click that button, it proceeds DIRECTLY to an account creation and a paywallMy PROFOUND thanks to Revdex.com for helping with this matter!! [redacted]

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com February 1, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] ’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard We regret any frustration Mr [redacted] has experienced due to this issueWe offer many discounts to our customers around the holidays, the discount offer he received was intended to be for 50% off of our U.SDeluxe subscriptionAs there was some confusion about the offer, we are happy to provide Mr [redacted] with the discount of 50% off for the World Deluxe or All Access subscription he wished to purchase Since we are not able to take credit card information via email, we have left a note in his account so that any agent that answers the phone will be able to see that he has been approved for this discountIf he would please give us a call back at ###-###-#### we will be happy to assist him with his purchaseWe regret any frustration he experienced in this situation 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 ###-###-#### Sincerely, Allison Executive Response Team Ancestry

Title: Riley, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] February 23, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usAt Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regardWe realize that when a customer subscribes to Ancestry, they are making an investment in their family, and we take this trust very seriously We regret any frustration that Ms [redacted] has experiencedWe have reviewed Ms [redacted] ’s account and found that the issue she is experiencing is a known issueWe are currently working on resolving this issue; however, we currently do not have a timeframe for when it will be fixed Please understand that while we receive a large volume of error submissions to our queue, they represent a very small percentage of features and records on AncestryDue to the volume of error submissions, fixes to errors on Ancestry are posted firstly in the order of those which affect the greatest number of users, and thereafter in the order in which they are reportedThis also depends on employee resourcesFor this reason, there is no foreseeable timeframe when these changes will be made In light of the circumstances, we would like to offer Ms [redacted] a complimentary six month All Access subscription (a value of $199.00) free of chargeTo redeem this offer, we ask that she email us directly at [email protected] If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262- Sincerely, Riley Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] October 27, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr [redacted] complaint to us We sincerely regret the frustration that he has experienced in this situation We have performed the DNA test with the most up to date technologyUnfortunately, despite multiple attempts, we were unable to extract enough DNA from the sample he submitted to provide an accurate resultBecause we are committed to providing superior customer service we are willing to make an exception to our DNA refund policy and are issuing a refund in the amount of $for the DNA kit he purchasedPlease note that it can take between 7-business days for these funds to become available within your financial institution depending on their refund policies and proceduresIf 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- Sincerely, Dallas Executive Response Team Ancestry

Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 2, RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr***’ complaint to us We sincerely regret the frustration that he 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 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 shareOur records indicate that there was insufficient DNA in the sample for processingAs Mr***’s DNA test has been attempted to be run by the laboratory and is outside of the day window, we regret to inform him that he is not eligible for a refund If he would like to view the Terms and Conditions himself, we have provided the following link AncestryDNA Terms and Conditions We also would like to inform Mr [redacted] that we are happy to provide him with a complimentary replacement DNA test to be shipped to an address of his choosingOur records indicate this offer has been accepted and the test is currently en route to the following address: [redacted] 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- Sincerely, Dallas Executive Response Team Ancestry

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com December 7, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr***’ complaint to usAt 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-renewOur records indicate that Mr***’ daughter signed up for a 14-day free trial membership on September 21, 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 & ConditionsWe also notify the customer that they may opt out of renewing their subscription by calling Ancestry at ###-###-#### or by logging into the My Account page on the Website at least two days before the renewal date Ms [redacted] was responsible to cancel online, or contact us by our toll free number ###-###-#### if she did not want to continue with the subscription for the following monthAccording to our records, no communication was received from Ms [redacted] indicating her desire to cancel According to our records the account was canceled online on 11/8/2015, so there will be no further renewals or chargesBecause we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a full refund to Mr [redacted] in the amount of $***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-days for this credit to post to his account The access to the databases associated with this membership has been terminated effective immediately and Mr [redacted] will have no future billing from AncestryBecause 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

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] @ancestry.com September 15, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] ’s complaint to usWe sincerely regret the frustration that Ms [redacted] has experienced in this situation We have performed the test and services with the most up to date technology and followed all guidelines in processing Ms [redacted] ’s test, unfortunately our lab was not able to extract enough DNA from her saliva sample to provide her with resultsWe sent her an email on September 3, letting her know that we would need to have her send us a new sample so that we could perform the testing again 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 treeUsing the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relativesThese 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 processed by the laboratory, she would not be eligible for a full refund according to our terms and conditionsThe DNA terms and conditions state: “after you have returned a DNA sample to AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA ServiceAncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion.” If you would like view the terms and conditions in full we have provided a link below http://dna.ancestry.com/legal/termsAndConditions Because we are committed to providing excellent customer service we are willing to make an exception to our DNA refund policy for Ms [redacted] and will process the remaining portion of her refund in the amount of $and delete her DNA test from our systemAs she requested a free replacement kit and it was shipped to her on 9/9/2015, she can just throw away the new kit she was sent as it will not be usable 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: Kate, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] May 8, RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms***’s complaint to us We have carefully reviewed the request and have the following response We wish to thank Ms [redacted] for letting us know about her recent experience with AncestryWe apologize that our service did not meet her expectations and we appreciate her taking the time to share her concerns Our goal is to provide a consistently reliable product and an exemplary level of customer serviceBased on the events Ms [redacted] described, we did not meet this goalHer comments regarding her recent interactions with our agents and our website will be used for coaching and training our employees We do seek to always keep the website functioning properly for our usersTo this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruptionAs with any other computer or Internet company, however, we cannot guarantee that there will not be occasional technical difficultiesFurthermore, using the information provided, we have been unsuccessful in replicating the issue Ms [redacted] describedAs part of our standard troubleshooting procedure, our agents attempt to replicate the issue being describedIf they are unable to recreate the issue, they then offer suggestions in accordance with our troubleshooting processWe consider it imperative that our members complete the troubleshooting process so that we can accurately identify and report the issue they are experiencingFor more information regarding the Ancestry troubleshooting process, we have provided the following article from our Support Centerhttps://support.ancestry.com/s/article/Troubleshooting-Problems-on-Ancestr... For further information, Ms [redacted] may consult our Liability DisclaimerThis can be read by clicking on the Terms and Conditions link in the very bottom of most pages on our siteOn the next page, she can click the Liability Disclaimer link in the left column of the following pageWe have included a link to the Liability Disclaimer below for Ms***’s conveniencehttp://www.ancestry.com/legal/terms.aspx#Liability We regret any frustration or inconvenience the referenced difficulties may have caused any of our membersWe are continually updating our website based on user feedback, technological improvements, and other factorsOften these changes are designed to increase the site's effectiveness, utility, and ease of useWhile we work toward these solutions, we would like to thank Ms [redacted] for both her diligence informing us of the experiences she has had and for her detailed feedback We hope Ms [redacted] will continue to enjoy her association with us Again, we apologize for the frustrations that Ms [redacted] has encountered with our websiteIf Ms [redacted] has any questions regarding this or any other matters pertaining to Ancestry, she may contact us at 1-800-262- Sincerely, Kate Executive Response Team Ancestry.com

Contact Name and Title: Dallas, Executive Office Response Team Contact Phone: 1-800-262-Contact Email: [email protected] November 7, RE: [redacted] - Case: [redacted] To Whom It May Concern, Thank you for forwarding Ms [redacted] 's complaint to usWe 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 & ConditionsAdditionally, 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-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 $ The confirmation number for this transaction is Depending on the payment method she used for this membership, please note that it may take up to 3-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- 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 by having all money charged refunded to me Sincerely, [redacted]

Contact Name and Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted] June 24, RE: [redacted] -- [redacted] To Whom It May Concern, Thank you for forwarding Mr***’s complaint to us We have carefully reviewed the request and have the following responseAt Ancestry, we strive to 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 situationWe have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew Our records indicate that Mr [redacted] started a monthly US Deluxe subscription on October 26, When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & ConditionsAdditionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancelIn reviewing our records, we were unable to locate a successful cancellation attempt on his partThis would have resulted in a cancellation number being given to him both on screen and via emailBecause we are committed to providing superior customer service, we have processed a refund for Mr [redacted] in the amount of $Depending upon the payment method he used for this membership, it may take up to 3-business days for this credit to become accessible within his financial institutionThe cancellation number for this is:***-***-*** Because we want Mr [redacted] to have success with his family research, he will have continued access to his 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 ###-###-####Sincerely, JillExecutive Response TeamAncestry

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