Ancestry.com

Title: Drew S[redacted], Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   March 17, 2017 RE: [redacted] [redacted] – [redacted] To Whom It May Concern,  Thank you for forwarding Mr. [redacted]’s complaint to us.  We sincerely regret the...

frustration that he has experienced in this situation.  We happily provide information regarding our DNA testing and the results you can expect to receive to anyone interested in our test before a purchase is made.  For Mr. [redacted]’s convenience we have provided a link to this information, which is located on our DNA home page. dna.ancestry.com As Ms. [redacted] is specifically concerned with the ethnicity portion of our test, she can access the ethnicities we test for by clicking on the link entitled “See all 26 ethnic regions” in the “Uncover your ethnic mix” section in this link.   We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Ms. [redacted] with accurate results.  Sometimes, customers are unhappy with their results, because their ethnicity turns out to be different than what they were expecting. The following links can help him understand his results and why he may not have received the results he was expecting.    Unexpected Ethnicity Results Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree.  Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives.  These new relatives may have additional information, a piece of their family story to tell or photos to share. 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,     Drew S[redacted] Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   September 5, 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.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation.   When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.   Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number 1-800-262-3787 prior to the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online cancelation or phone call was ever received indicating Ms. [redacted]’s desire to cancel.   Because we are committed to providing superior customer service, we have made an exception to our refund policy and issued a refund to Ms. [redacted] in the amount of $19.99. The confirmation number for this transaction is [redacted].  Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account. The access to the databases associated with this membership has been terminated effective immediately and Ms. [redacted] will have no future billing from Ancestry.   We will remove Ms. [redacted]’ account with the following username from our records:                         [redacted]   Now queued for deletion, her name, email address, residential address, family tree information, and any DNA results related to the above-mentioned accounts on our site will be removed from our system. Please allow 7-10 business days for all emails to cease concerning this account.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   August 10, 2017   RE: [redacted] [redacted]- Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to us. We...

have carefully reviewed the request and have the following response.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation.   Our records indicate that Ms. [redacted]’s subscription was set up through a third party, such as Apple’s iTunes, Google’s Google Play Store, or Amazon. As we are not the party collecting or charging these funds, we are unfortunately not in a position to cancel these memberships. However, our records indicate that Ms. [redacted] was able to contact us by phone on July 29, 2017, and received instructions from one of our agents about canceling this subscription through the third party service. We are happy to confirm that Ms. [redacted]’s subscription has been successfully cancelled.   The access to the databases associated with this membership were terminated effective immediately, and Ms. [redacted] will have no future billing.  Because we want Ms. [redacted] to have success with her family research, she will have continued access to the free resources on our site as a registered guest.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com

January 4, 2015
RE: [redacted]. [redacted] -- [redacted]

To Whom It May Concern,

Thank you for forwarding Ms. [redacted]’s complaint to us. At Ancestry, we are committed to...

providing excellent customer service and hold our customers’ satisfaction in the highest regard.

We regret any frustration Ms. [redacted] has experienced due to this issue. We offer many discounts to our customers around the holidays, the discount offer she received was intended to be for 50% off of our U.S. Deluxe subscription. As there was some confusion about the offer, we are happy to provide Ms. [redacted]’s with the discount of 50% off for the World Deluxe or All Access subscription she wished to purchase.

Since we are not able to take credit card information via email, we have left a note in her account so that any agent that answers the phone will be able to see that she has been approved for this discount. If she would please give us a call back at ###-###-#### we will be happy to assist her with her purchase. We regret any frustration she experienced in this situation and appreciate her 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: Dallas, Executive Office Response Team Contact Phone: 1-877-283-9504 Contact Email: [email protected]     October 10, 2016 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 personally contacted Mr. [redacted] regarding his concerns, and were able to resolve the situation. We are issuing him an additional refund in the amount of $398.00 through check, which he should receive within the next 6 weeks.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-877-283-9504.   Sincerely,     Dallas Executive Response Team Ancestry

Contact Name and Title: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]     May 31, 2016   RE: [redacted] – Case: [redacted]     To Whom It May Concern,   Thank for forwarding Mr. [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 Mr. [redacted] has experienced with the Ancestry.com website. 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 Mr. [redacted] would like to further review the Terms and Conditions, we have placed a link below.   http://www.ancestry.com/cs/legal/termsandconditions#Liability   Because we are committed to providing superior customer service, we offered a complimentary subscription upgrade to Mr. [redacted]. He was unhappy with this resolution, so we have restored his Ancestry subscription to a 2-month US Deluxe subscription. His original subscription had one month left and we’ve added an additional month free of charge. The confirmation number for this transaction is[redacted] Mr. [redacted]’s complimentary month will begin on June 30, 2016 and will cancel on July 31, 2016. He will receive no further billing from Ancestry.   Again, we regret the frustration that Mr. [redacted] has experienced. 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 EST.    Sincerely, Jill Executive Response Team Ancestry.com Tell us why here...

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]     July 6, 2016   RE: [redacted] - [redacted]     To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint...

to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.   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.      Based on the information you provided us with, we are unable to locate an account in Ms. [redacted]’s name at Archives. Please ask Ms. [redacted] to provide us with as much of the following information as possible to assist us in locating the account that is billing.                Order Number or Cancel Confirmation number Full Name on Archives Accounts             Full Address, Including Zip Code             Any Email Addresses she uses   Once we have received this additional information from you, we will revisit the original inquiry to determine whether we may be able to address the issue raised.    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 Tell us why here...

I truely appreciate their help with resolving this issue. 
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]

Complaint: [redacted]
I am rejecting this response because:
Ancestry.com continues to require "Registration" in order to access DNA results. To "Register" one must give credit card information. Of course one does not have to speak with a manager, if one is willing to give credit card info so that a monthly fee my be deducted for a service which was already paid in full and given to me as a gift. Ancestry has done nothing to correct the problem. Nothing on the website has changed. So far as I can see the website is only a scam to acquire credit card information so as to cheat the public out of a monthly fee. Judging by the deceit with which my complaint has been treated, I have deep misgivings about the accuracy of any so-called DNA results the company sends me. 
Sincerely,
[redacted]

Title: Allison Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted]@ancestry.comApril 29, 2016RE: [redacted] - [redacted]To Whom It May Concern,Thank you for forwarding Mr. [redacted]’s complaint to us. At Ancestry we are committed to providing excellent...

customer service and hold our customers’ satisfaction in the highest regard.  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 the subscription plus applicable tax, unless you cancel your membership by visiting your My Account page or calling the number above on or before the end of your trial”Mr. [redacted]’s daughter was responsible to cancel online by visiting the My Account section, or by contacting us by our toll free number ###-###-#### if she did not want to continue the subscription for the following month. 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 in the amount of $65.13. 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 the account.  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 TeamAncestry

Contact Name and Title: Drew, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   September 22, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Mr. [redacted]’s response to us. We apologize for any inconveniences that have occurred from this situation.   As stated in our previous message, we are sorry to hear that Mr. [redacted] has experienced as a result of the DNA results that we have provided to him. We are confident in the results as they are currently listed with our current algorithm.   As stated in our previous message, we are willing to provide Mr. [redacted] with a free subscription and a full refund for his DNA test. In addition, we are willing to allow him to retain access to his results after this refund has occurred. If Mr. [redacted] would like to redeem these offers, he may do so by emailing us directly at [email protected].   We want Mr. [redacted] to know that we value him as a member of Ancestry and wish him well as he continues his journey to discover his family history.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Drew Executive Response Team Ancestry

Contact Name and Title: Kate, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   December 20, 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 the leader in online family history, we are constantly seeking to evolve and improve our service with a goal of allowing all to locate information to tell their unique family story. At Ancestry, we strive to serve our customers’ best interests and we regret any inconvenience or frustration that has occurred from this situation.   We are aware of the situations described and wish to assure Ms. [redacted] that her feedback has been received. We are always actively listening to and discussing user feedback, such as hers, to determine how best to proceed.   Please understand that we receive a large volume of feedback and enhancement requests for Ancestry. We generally do not state the status of website updates and edits we are aware of and working on, or contact each member which has provided enhancement requests that have been implemented. We appreciate her patience and understanding with the Ancestry experience and regret that it has impacted her experience working on her genealogy.   As a courtesy to Ms. [redacted], we have made an exception to our refund policy, and have issued a refund in the amount of $19.99 back to the account that was originally billed. The confirmation number for this transaction is [redacted]. Ms. [redacted]’ access to the databases associated with this membership has been terminated effective immediately, and she will have no future billing from Ancestry. 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.   We always appreciate any opportunity to assist in discovering, preserving and sharing our member’s family history. If at any time in the future Ms. [redacted] becomes interested in researching or saving her family history, we invite her to feel free to continue to use the free services found on Ancestry even now after her subscription has ended.     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,     Kate Executive Response Team Ancestry

Title: Sarah, Executive Office
Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
 DATE \@ "MMMM d, yyyy" April 18, 2016
RE: [redacted]
To Whom...

It May Concern, 
 
Thank you for forwarding Mr. [redacted]’s complaint to us. We
sincerely regret the frustration that he has experienced in this
situation. 
Ancestry customers may unsubscribe from emails by emailing
our support team (through our web form at http://help.ancestry.com/app/ask)
or by contacting our toll-free support number (###-###-####). We do not have
a record of being contacted through either of these avenues, but we regret that
Mr. [redacted]’s attempts to unsubscribe from our email marketing lists have
been unsuccessful.
We have now unsubscribed Mr. [redacted]’s email address [redacted] from all Ancestry emails. Please note
that it may take 7-10 business days for all emails to cease concerning this
account.
 
If you have any questions regarding this or any other
matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####. 
 
Sincerely,  
Sarah
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]

Contact Name and Title: Riley, Executive Office Response Team Contact Email: [email protected]   December 28, 2016   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s response to us. We have carefully reviewed the request and have the following response.    We sincerely regret any frustration Ms. [redacted] has experienced due to this issue. The page that Ms. [redacted] is describing is the “Sign In” page of Ancestry. We understand that Ms. [redacted] is experiencing issues logging into her account and accessing her trees. While we review this situation, we invite her to 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 1-800-958-9073.   Sincerely,   Riley Executive Response Team Ancestry Tell us why here...

Complaint: [redacted]
I am rejecting this response because:  I never got a response back from them following my email to Customer Service on Jan. 17  to cancel my order, which they said was an option for me.
Sincerely,
[redacted]

Dear Sir or Madam:Today is 2/26/16. We are now  sixteen days from 2/10/16 the initial day I was advised Ancestry.com received my request, even though I made prior attempts in order to get a response to my request concerning removing my information. When within the 30 days as stated in Ancestry.com correspondence will my information be removed? Or when specifically will Ancestry.com update their information?  As again we are now sixteen days from the time advised they received my request. Why should I or anyone for that matter have to wait so long for their personal information to be removed from any website? Again I am requesting the links and all information pertaining to me be removed at once.Thank you,[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Title: Jill, Executive Office Response TeamContact Phone: ###-###-####Contact Email: [redacted]May 18, 2016RE: [redacted]– [redacted]To Whom It May Concern, Thank you for forwarding Ms. [redacted]’s complaint to us.  We sincerely regret the frustration that she has...

experienced in this situation. We have performed the DNA test with the most up to date technology, following all lab guidelines to provide Ms. [redacted] with accurate results. As Ms. [redacted]’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refund.  If she would like to view the terms and conditions herself, we have provided the following link.  http://dna.ancestry.com/legal/termsAndConditionsWe 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. Recently we made improvements to our matching system and informed our customers of the following:“We’ve improved the confidence levels in estimating relationships by extending the comparison methods to potentially find longer segments of DNA shared between individuals. Individual results will vary, but because of this, you may see some DNA matches that were previously predicted to be more closely related to you at a higher confidence drop down in your list or no longer appear. Also, you may have new DNA matches that you haven’t seen before. If you have taken notes or “starred” a DNA match that no longer appears on your new list, you can download information about that previous match for a limited time from the DNA test settings page, click here for step-by-step instructions.”For more information about these changes, please read our blog post here: AncestryDNA’s Cutting-Edge Science Gets Even SharperIf you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####. Sincerely,  JillExecutive Response TeamAncestry.com Tell us why here...

Complaint: [redacted]
I am rejecting this response because: Their response is generic, which I received on the phone, and did not address my complaint about the discrepancy between my worthless result (stating I am 100% Asian with a big circle around Asia and  their claims to what the test will reveal in their advertisements and on the show America's Next Top Model. Also, how they do not (but should) state as a disclaimer that there will be little to no new genetic information discoveries made and matches for people who aren't of apparent mixed ethnicity and whose families are not from USA. 

[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]