Ancestry.com

Title: Jill, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 11, 2016 RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Mr. [redacted]’s complaint to us. At Ancestry.com, we are committed to providing excellent...

customer service and hold our customers’ satisfaction in the highest regard.  We apologize for any inconvenience that may have occurred from this situation. We provide our members a couple of options to contact our member services department regarding and questions concerning the website. Customers may contact us by phone by calling-###-###-#### Monday – Sunday 7am to 9pm (MST) or by cancelling online through their account. The account associated with the email address from which Mr. [redacted] sent his message does not currently have a subscription; therefore, there was no option on his account to cancel a subscription. We were able to locate a duplicate account he had set up. At this time the account has been canceled as of May 11, 2016 so there will be no renewals or charges. The confirmation number for this transaction is[redacted] Because we want Mr. [redacted] to have success with his family research, he will have continued access to the free resources on our site as a registered guest.   If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ###-###-####. Sincerely, Jill 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 AS LONG AS THIS OPTION REMAINS PERMANENT OR UNTIL A CORRECTIVE SOLUTION IS PROVIDED.  I will refile this complaint regarding the advertising practices and refusal to provide what I purchased if this "workaround" becomes unavailable. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The inforamtion that they are asking for I no longer have access to. The confirmation of the cancellation is gone, the debit card I used I ended cancelling in an effort to stop the charge. All they should be able to go by is my name on there, [redacted]), [redacted]. They were charging my Visa debit card that I have through Chase, 34.99 a month for the past 12-18 months.
Sincerely,
[redacted]

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

have carefully reviewed the request and have the following response.  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 Mr. [redacted]’s financial institution successfully issued a chargeback for the most recent billing of $149.00. For his convenience, we have included the Acquirer’s Reference Number (ARN) for this charge and subsequent chargeback. This number is issued to our company by a financial institution when they receive the funds. In Mr. [redacted]’s situation, the number is: [redacted] Because we are committed to providing superior customer service, have made an exception to our refund policy and issued an additional refund to Mr. [redacted] in the amount of $149.00.  The confirmation number for this transaction is [redacted].  Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Mr. [redacted] will have no future billing from Ancestry.  Because we want Mr. [redacted] to have success with his family research, he will have continued access to the free resources on our site as a registered guest.  If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.  Sincerely,   DrewExecutive Response TeamAncestry

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: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
September 17, 2015
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you for forwarding Mr. [redacted]’s response to us. We have carefully reviewed the request and have the following response.
We regret any confusion in this matter. When Mr. [redacted] called our customer service number on September 13, 2015, he was offered and given a refund of his latest monthly subscription charge in the amount of $34.99. The confirmation number for this transaction is:[redacted]
Because we are committed to providing superior customer service, when we received his complaint through the Revdex.com on September 15, 2015, we made a large exception to our policies and issued an additional refund to him in the amount of $[redacted]. The confirmation for this transaction is:[redacted] Depending on the payment method he used for this membership, please note that it may take up to 3-5 business days for this credit to post to his account.
At this time we have refunded all of Mr. [redacted]’s charges which totals $[redacted]. Because we want Mr. [redacted] to have success with his family research, he will have continued access to the free resources on our site as a registered guest.
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,

Allison
Executive Response Team
Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of the $139 refund is satisfactory to me. I have deleted my DNA profile as per the steps you provided.
Sincerely,
[redacted]

April 14, 2015RE: [redacted] – Case: [redacted] To Whom It May Concern, Thank you for forwarding Mr. [redacted]’s response to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.   Our records indicate that Mr. [redacted] disputed the charge of $299.40 through his financial institution.  Because he disputed the charge, the funds were released back to his financial institution while they investigate if the charge was valid.  If they determine the charge was valid the funds our then released back to us, if they find the charge was not valid, the funds would then be given back to Mr. [redacted]. If Mr. [redacted]’s financial institution determines that the funds should be returned to us, we are not in a position to dispute their decision and a refund will not be issued.  In this case, our records indicate that we accepted liability and that the funds were kept by Mr. [redacted]’s financial institution.  As we no longer have the funds in our position, we recommend that Mr. [redacted] contact his financial institution to retrieve the funds.  If you or Mr. [redacted] have any additional questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at [redacted].Sincerely, [redacted]Executive OfficeAncestry.com?

Contact Name and Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
January 4, 2016
RE: [redacted] -- [redacted]
To Whom It May Concern,
Thank you again for forwarding Ms. [redacted]’s complaint to us. We have...

carefully reviewed the request and have the following response.
We recognize that that it can be frustrating to find errors in Ancestry’s record collections. Understand that while we receive a large volume of error submissions to our queue, they represent a very small percentage of the total number of records on Ancestry. Due 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 reported. Error correction will also depend on current employee resources. We generally do not communicate specific timeframes as to if or when corrections to errors will be made.
Because we value Ms. [redacted] as a customer and she was unhappy with the amount of time it was taking for Ancestry to make the correction she was requesting and had requested a refund due to the inconvenience, we cancelled her annual subscription and processed a full refund for her in the amount of $[redacted] on December 31, 2015. The confirmation for this cancellation and refund is: [redacted]. Please note that it can take between 3-5 business days for these funds to become available within her financial institution.
Again, we apologize for the frustrations that Ms. [redacted] has encountered with our site. As we have refunded her annual subscription in full, we would invite her to re-subscribe to Ancestry and select the type of subscription that works best for her.
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: Morgan, Executive Office Response Team Contact Phone: 1-800-262-3787 Contact Email: [email protected]   November 3, 2017   RE: [redacted] - Case: [redacted]   To Whom It May Concern,   Thank you for forwarding Ms. [redacted]’s complaint to...

us. We have carefully reviewed the request and have the following response.   As a company, we strive to serve our customers’ best interests. We apologize for any inconveniences that have occurred from this situation.   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.   Our records indicate that Ms. [redacted] signed up for a U.S. Discovery 14-day Free Trial on May 20, 2016. Her free trial ran from May 20, 2016 to June 3, 2016.  Per the Terms and Conditions applicable to this membership, to which Ms. [redacted] agreed when she signed up for our services, Ancestry members are responsible for cancelling online or contacting us via email at [email protected] or via phone at our toll-free number 1-800-262-3787, before their renewal date if they do not want to be billed for the membership.    Our records further indicate that we did not receive any cancellation attempts until she first contacted us on October 25, 2017 to resolve this issue.   As a courtesy to Ms. [redacted], we had previously refunded the two most recent charges. As we informed Ms. [redacted] previously, we are not in a position to offer any additional refunds. If it interests her, we would be willing to upgrade the free subscription offer she received previously of 12 months to our U.S. Discovery membership, and instead offer her 12 months to our World Explorer membership (a value of $299.40) at no cost to her. We regret her frustrations regarding this matter; however, we feel this is a fair resolution and no additional refund is available.   If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at 1-800-262-3787.   Sincerely,     Morgan Executive Response Team Ancestry

Contact Name and Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted] May 11, 2016 RE: [redacted] – [redacted] To Whom It May Concern, Thank you for forwarding Ms. [redacted]’ response to us. At Archives.com, we are committed to...

providing excellent customer service and hold our customers' satisfaction in the highest regard. We have cancelled Ms. [redacted] Archives subscription effective immediately and she will receive no future billing from Archives. The confirmation number for this transaction is[redacted] As a courtesy to Ms. [redacted], we have made an exception to our policy and have issued a refund in the amount of $9.99 for the billing that took place in April of 2016. It will be refunded to the original method of payment. Please note that it may take 3-5 business days to receive the funds depending on her financial institution.   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 Tell us why here...

May 8, 2015
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.
At Ancestry, we strive to always provide excellent customer service. We realize...

that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. [redacted] has experienced in this situation.
Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. [redacted] signed up for a 14 day free trial membership on 10/14/2014. Her trial membership ran from 10/14/2014 to 10/29/2014. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. [redacted]’s case, the membership continued to renew on a monthly basis from 10/29/2014 to the cancelation date of 5/1/2015.

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.
Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number [redacted] prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. [redacted] desire to cancel.
Currently, the account has been canceled, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue a refund in the amount of $[redacted] for the past four billings. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution.
The access to the databases associated with Ms. [redacted]’s membership has been terminated effective immediately and she will have no future billing from Ancestry. Because we want her 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,
[redacted]
Executive Response Team
Ancestry
"Connection and Strengthening Families through the World Wide Web"

Title: Allison, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [redacted]@ancestry.com
November 30, 2015
RE: [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.
We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. Our records indicate that Mr. [redacted] signed up for a semi-annual US Deluxe membership on 11/6/2013 using Pay Pal for his payment method.
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 email or phone call was ever received from Mr. [redacted] indicating his desire to cancel until he cancelled online on 11/28/2015.
At this time the account has been canceled so there will be no further renewals or charges. Our records also indicate that a refund in the amount of $[redacted] was issued back to Mr. [redacted] on November 28, 2015. Because we are committed to providing superior customer service we have made an exception to our refund policy and have issued an additional refund in the amount of $[redacted]. Depending on the payment method used for this membership, please note that it may take up to 3-5 business days for this credit to post to his account. The confirmation number for this transaction is:[redacted]
The access to the databases associated with this membership has been terminated effective immediately and Mr. [redacted] will have no future billing from Ancestry. Because we want Mr. [redacted] to have success with his family research, he will have continued access to the free resources on our site as a registered guest.

If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,
Allison
Executive Response Team
Ancestry

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Title: Allison, Executive Office Response Team Contact Phone: ###-###-#### Contact Email: [redacted]     July 18, 2016 RE: [redacted] - [redacted]     To Whom It May Concern,    Thank you for forwarding Mr. [redacted]’s complaint to us.  We are...

committed to providing excellent customer service and sincerely regret any frustration that Mr. [redacted] has experienced in this situation.    We try to make the AncestryDNA testing process as simple and straight-forward as possible and provide our customers with clear expectations of processing timeframes in a number of places, both on our site and in the email communications we provide throughout the process.    We regret the frustration Mr. [redacted] has experienced in trying to get his free replacement kit.  Due to the problems he has encountered, we have processed an order to get his DNA kit reshipped with expedited shipping.  The order # for this transaction is: [redacted].  When the DNA kit ships, Mr. [redacted] will receive an email confirmation that will include tracking information.  Please note that it can take between 2-4 business days for him to receive the DNA kit.    Once he receives the DNA kit in the mail, he will want to follow the instructions on the packaging for providing a sample and activating his DNA test.  For his convenience we have provided activation instructions in the following link:   Activating Your AncestryDNA Test   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 Tell us why here...