ComplaintsforAncestry.com

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company’s call center worker kept me on the phone for 30 minutes while they talked in circles about an alleged need to update payment information by starting a new order, for an account I had previously updated, but which their website did not reflect- even though the website did have the updated payment information. They said I will lose 1 month of service due to their inability to perform billing and payment updates. Further, the call center employee, “Liezel,” at first lied that she was directly employed by Ancestry.com; she later admitted she works at an off-shore call center, that “Liezel” is a fictitious name she uses for telephone work, and she refused to name her employer or even her supervisor. She told me that my previous subscription was for “one month,” when for years I’ve had a monthly subscription automatically billed to a credit card, and she said that I would have to re-subscribe every month. This person claimed that I must place an entirely new order, for my subscription to continue. I have no confidence that the issue they caused has been resolved, and the encounter has caused me unnecessary stress due to the time spent and frustration trying to unravel the call center worker’s dishonesty and misleading statements regarding my subscription and payment information updates—and to the company’s holding my DNA and family information hostage to their technical issues and call center contracts. I fear losing the information, and that their billing errors will affect my credit. I need assurance in writing from Ancestry (not from a contractor) that this will not happen. I do not have the original order # handy, but the new one they insisted was necessary today is listed below.

  

  Business response

  10/18/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  October 18, 2024
  
  RE: ***** ***** -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. *****’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  We sincerely regret any incorrect information that may have been provided to Ms. ***** during her contact with our support center. Our records show that Ms. *****’s Ancestry account was unable to be renewed as scheduled for September 26, 2024, because the account linked to the card on file had been closed. Because our system did not reflect a change in her payment information, the previous “graced” subscription needed to be cancelled and a new subscription started. Our records show that the phone agent processed the necessary re-initiation of the subscription with the updated card information.
  
  Because subscription fees are collected at the beginning of the subscription period, accounts are not considered “past due” and are not reported as such. Therefore, the information should not affect a credit score. If a subscription cannot be automatically renewed it is placed in a “graced status” while the system attempts to collect funds. If funds cannot be collected within a reasonable period, the subscription is then cancelled automatically.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  10/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, as the business apologized for the incorrect information given to me by their contractor at the “off shore” call center—which caused unnecessary distress and wasted my time and energy.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  - [ ] November 25, 2022 - [ ] 56.45 - [ ] A dna testing kit for my mother in order to test her dna - [ ] The testing kit was damaged during sample acquisition. My mother asked for a new kit and ancestry dna refused to send her a new new one. - [ ] I called the business several times in order to get them to send a new kit however they refused. Saying my mother would need to due that. However, it was a gift from us. She is elderly and cannot call on her own. Therefore I am trying to handle this myself. - [ ] Please send a new testing kit or refund or purchase.

  

  Business response

  10/02/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  October 2, 2024
  
  RE: ***** ****** -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Mr. ******’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  We sincerely regret any miscommunication which may have occurred in this situation. Ancestry is happy to provide replacements for DNA kits encountering problems during the process. At Ancestry, we take the privacy and security of our members' information very seriously. Regardless of who purchased a DNA kit, once a kit is registered by an individual, the kit then belongs to the person who registered it. Based on the information Mr. ****** has provided, this would be his mother in this case. When a customer has registered a DNA kit and then needs a replacement kit, the offer of the free kit is placed on the account to which the kit was registered. The account owner may log into the account and click on the offer for the free replacement and provide the address to which the replacement may be sent. In this case, the purchaser of the kit was provided with those instructions to assist the account owner to log into the account to accept the free kit replacement.
  
  If Mr. ******’s mother was unable to log into her account to accept the free kit replacement, she may do so at any time by following the instructions in the following help article:
  
  ****************
  
  If she encounters any problems with following these instructions, she may email us at ****************************** from the email address linked to her Ancestry account so that we may process a complimentary order for a replacement at her earliest convenience.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  10/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: We have already tried to use customer service email and phone numbers.  They were unhelpful and refused to rectify the problem.  In addition, my elderly mother cannot even get into her account anymore.  It says the email is on file but no account associated.  Please send new testing kit to my home and I will assist her in opening a new account under a different email address.  This should not be so complicated.  please advise. thank you. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  10/07/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  October 7, 2024
  
  RE: ***** ****** -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Mr. ******’s response to us.
  
  Mr. ******’s original complaint stated that the DNA kit in question was damaged and that a replacement kit was refused. His rejection also states a “refusal” to rectify the problem, however, we have provided multiple options for Mr. ******’s mother to be able to verify her account to rectify this issue. Per our previous response, a DNA test was offered to her by logging into her account to accept the kit. Due to our strict account verification guidelines, we must work directly with the owner of the test in question. If Mr. ******’s mother is unable to call our toll-free support line, he may wish to assist her with a three-way call to do so. By doing this, she may verify her account by providing the agent with the email address that was linked to her account upon its initiation as well as providing her name and zip code.
  
  Otherwise, as stated in our previous reply, she may email us directly at ****************************** from the email address linked to her Ancestry account. We can assure Mr. ****** that this email address is directed to our team for our review. Once we have verified the account, we may work with his mother to provide her with a replacement for the DNA test in question.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  10/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: We have already attempted  both of these suggested paths of resolution.  Neither worked.  Please mail replacement kit as we cannot attain it any other way.  My address is **** ********** ***, Carlsbad, CA 92009. Thank you. 
  
  Sincerely,
  
  ***** ******

  

  Business response

  10/14/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  October 14, 2024
  
  RE: ***** ****** -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Mr. ******’s response to us.
  
  The Executive Office Response Team closely monitors incoming emails to the email address ******************************, and we have received no emails from Mr. ******’s mother. Our records show that the order number Mr. ****** provided, order***-***-**** was not placed through an account in Mr. ******’s name, nor was the kit registered on an account in Mr. ******’s name. As previously stated, after the kit is registered, it belongs to the person who registered it, which in this case would be Mr. ******’s mother. Because of our strict privacy rules, we must be able to verify the account of the person who registered the test.
  
  Therefore, his mother may email us at ****************************** and provide us with the address to which she wishes for her replacement kit to be sent. If Mr. ******’s mother has indicated to him that she has already done so, he may wish to recommend checking for any typographical errors that may have been present during her submission.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  10/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me even.  Their customer service is unacceptable. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I cancelled my membership early September only to be charged on my credit card it said it was cancelled,only to get 6mths of service 169.00 charged to my card, they did a bai and switch because when I went into the account it now shows I didn’t cancel it, I had to press cancel my membership 3 times for it to go through but it said it was cancelled not sure if they had issue where there systems and that is why it said it was cancelled but now shows it wasn’t cancelled, I feel this is fraud away to get 6mths more of service that I didn’t want.

  

  Business response

  09/30/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  September 30, 2024
  
  RE: ******** ***** – ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. *****’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  When a subscription is successfully cancelled, a cancellation confirmation email is sent to the member to let them know it has been cancelled. In this case, we are unable to locate a successful cancellation until after the subscription renewed.
  
  As a courtesy to Ms. *****, we have issued a refund in the amount of $169 back to the account that was originally billed. The confirmation number for this transaction is***-***-**** The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  09/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had signed up for their 2 week trial on 8/4/24. On the night of 8/17/24 between 11:!0 and 11:20pm est, I realized that I had to cancel it before the 18th which I did and it showed on the screen. The next morning I received an email from my card issuer about the $34.97 charge to them which was cancelled the night before. I tried contacting them through their chat which you have to jump hoops through to get to the right spot then waited and waited. I have more important things to do than wait on chat or even on hold for any company. I tried resolving this through my card issuer but more hoops have to be jumped on both companies asking for the same information they already have. So on 9/16/24, I now had to cancel again before I get charged another $34.97. During the cancellation process, they charge a $25 cancellation fee which I would not have had to pay if they would of cancelled it the first time. They owe me $59.97 in total and I'm prepared to file a case with the Attorney General if this doesn't get resolved. After reading the other complaints, this seems to be a common issue.

  

  Business response

  09/23/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: customersolutions@ancestry.com
  
  September 23, 2024
  
  RE: Steve Pintac -- 22304461
  
  To Whom It May Concern,
  
  Thank you for forwarding Mr. Pintac’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.
  
  Our records indicate that Mr. Pintac initiated a free trial for a World Explorer subscription and chose the option of a semi-annual subscription billing monthly. The full six-month price for the subscription type chosen was billable monthly at $32.99 plus applicable tax per month. The subscription type also stipulates that a $25 cancellation fee will be incurred upon early cancellation, or the remainder of the full subscription price, whichever is less. The following information is provided to the member during the checkout process when ordering the free trial and entering credit card information. It is located above the button clicked on to start the subscription:
  
  “By clicking Start membership, you agree that:
  
  Automatic Renewal: You will automatically be charged $32.99 plus applicable taxes every month during your 6-month subscription. Your subscription will automatically renew beginning [date of 6-month ending] until you cancel. To cancel your subscription, visit My Account or contact us at least two days before your membership renews to avoid being charged for the next billing cycle. After 14 days, if you cancel before the end of your subscription, you may be charged a cancellation fee of up to $25.”
  
  Additionally, this information is provided in the free trial order confirmation email sent to the member after signup in the section detailing the membership they initiated. When a member successfully cancels a subscription, they are sent a cancellation confirmation email. We can confirm that Mr. Pintac successfully cancelled the subscription on September 17th almost a month after the subscription had begun. Due to the cancellation prior to the end of the 6-month period, the early cancellation fee was applied.
  
  However, as a courtesy to him, we have made an exception to these refund policies and processed refunds for the monthly charge of $34.97 and the cancellation fee of $25. These refunds have been issued back to the account originally charged. The confirmation number for this transaction is 493559908. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future Mr. Pintac becomes interested in researching or saving his family history, he may continue to use the free services found on Ancestry even now after his subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  09/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22304461, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Steve Pintac

• Initial Complaint

  09/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a DNA kit and the subscription was supposed to come with it and I was not made aware then they have you sign up for free trials in order to see any results well the charged me 99.98 without my consent and I cancelled everything and they refused to give me a refund

  

  Business response

  09/10/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: customersolutions@ancestry.com
  
  September 10, 2024
  
  RE: Tori Bridgeford – 22251918
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. Bridgeford’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  Our records show that Ms. Bridgeford purchased a DNA kit on May 3, 2024. It is not required that an individual purchase a subscription in order to receive their DNA results, and members are able to obtain their DNA regions and biological matches without a membership. That information will also be updated on a regular basis without a membership. Records further show that Ms. Bridgeford initiated a quarterly World Explorer membership for an introductory rate of $1 on May 12th, nine days after her DNA purchase. The description that the membership would automatically renew at the regular rate if not cancelled within the 3-month period was provided both online as well as within the order confirmation email that was sent to Ms. Bridgeford. Additionally, we sent an email to her on July 12, 2024, reminding her that the membership would renew automatically on August 12th if not cancelled. The reminder included the price she could expect as well as instructions on how to cancel if she wished to do so. However, the membership was not cancelled, and it automatically renewed on August 12, 2024, per our reminder. She then called our support line to cancel her subscription almost a month later on September 5th.
  
  As a courtesy to her, we have issued a refund in the amount of $99.95 back to the account that was originally billed. The confirmation number for this transaction is 492293780. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  09/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22251918, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Tori Bridgeford

• Initial Complaint

  09/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  The company stated that I will receive a email to remind me of the free trial expiration date and they did not. I cancelled the membership one day after the trial period and was charged two fees. The company falsely advertised to rob people of their hard working money. I want a full refund the information on their site is not accurate. I take care of my mother with Alzheimer’s and I was trying to locate her family. I don’t have free money to give away.

  

  Business response

  09/06/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: ******************************
  
  September 6, 2024
  
  RE: Angel Parker – 22248853
  
  To Whom it May Concern,
  
  Thank you for forwarding Ms. Parker’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  We apologize for any frustration this situation may have caused. Based on the information provided to us, we cannot locate the charges in question with Ancestry. The Ancestry account linked to the email address Ms. Parker has provided has not been charged since 2017. Therefore, she may have been checking the wrong email address for a reminder.
  
  It should be noted that Ancestry does not automatically send reminders regarding the expiration of the trial period, however members are able to request a reminder by initiating a cancellation during the trial period and opting not to cancel, but to obtain a reminder. Additionally, based on the description Ms. Parker provides and the cancellation fee she received, she must have enrolled in the semi-annual membership billing monthly which provides details both online and within the order confirmation email stating that an early cancellation fee will be charged if cancelled before the end of the 6-month period.
  
  Because we cannot locate an Ancestry account with the contact information Ms. Parker has provided, we would ask that she please contact us at ****************************** with any of the following information:
  
  Order Number or Cancel Confirmation number
  Full Name
  Full Address, Including Zip Code
  Any Alternate Email Addresses or Usernames Used
  First Six and Last Four Digits of Card Charged
  Date and Amount of Latest Charge   
  
  If the charges in question went through PayPal, any of the following information may be necessary:
  
  PayPal Billing Agreement ID
  PayPal Invoice Number
  PayPal Transaction Number
  
  Once we have received this additional information, we would be able to revisit the original request.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was charged $34.99 by Ancestry.com for a monthly subscription on 8/30/24 even though I canceled my free trial during the free trial period (right after signing up for it). I was improperly billed for a service and have been refused a refund.

  

  Business response

  09/06/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: ******************************
  
  September 6, 2024
  
  RE: MEMBERNAME – COMPLAINTID
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. Morisano’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  Our records show that Ms. Morisano initiated a free trial of our website on August 15, 2024. When a membership is successfully cancelled, the member will receive a cancellation confirmation email. In this case, our records show that the trial was not cancelled and rolled into a paid membership on August 29th. Ms. Morisano then cancelled the membership on September 4th. We do not have record of any calls to our support line to request a refund.
  
  As a courtesy to Ms. Morisano, we have issued a refund in the amount of $34.99 back to the account that was originally billed. The confirmation number for this transaction is 492029726. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  09/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am requesting a refund for a DNA testing kit. I sent in a DNA kit, however, the USPS tracking number never showed delivery of the DNA kit to ancestry.com. The customer service representative could not verify the USPS tracking number of the return kit. The website indicated that two different kits were received. Then I received that notice that results were due around September 19, 2024. However, on the holiday of September 4, 2024. The Anecestry.com website appeared to have a cyber attack. The website after the cyberattack changed my contact information and telephone number. Within 30 minutes two emails were received stating the results were analyzed on holiday, when the office likely closed and the 30-minute results were in. The results were false, the name did not match my genealogy. I have another DNA test from a different company. These results after the cyberattack were listed as the results of Lee Ann G****** of Akron, OH, and her father from Ohio. We do not have the same parents or skin color. None of the individuals were linked by name to my father or mother. I am not Scottish or Irish at all. The results are fraudulent and the company nor the U.S. Post Office can provide a record of receipt of my actual tests that were mailed. I request a full refund and the closure of the account. The photo on file listed as my deceased father is not my father's picture at all in college. The names of the students and the pictures are mismatched. In order words, all the female images are matched up with male names or male names with clearly female college students' names. The company needs to have the IT department secure their website better. Also, during the cyberattack, I had a bank account and life insurance policy cashed out or stolen

  

  Business response

  09/06/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: customersolutions@ancestry.com
  
  September 6, 2024
  
  RE: Charity Chatman -- 22230378
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. Chatman complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  Ancestry has not had a “cyberattack” as Ms. Chatman claims. Our database has not been breeched and Ms. Chatman’s DNA results have not been “changed.” Based on the information provided within her complaint, it appears that any breech of information was on the part of her financial institution or her life insurance company.
  
  Our records show that our lab received her DNA kit on August 21, 2024. Only one kit was received from her on that date based on the registration code she provided when registering her kit. When a DNA kit is received, lab processing is estimated to be 6 to 8 weeks. However, that time frame is simply an estimate, and in this case, Ms. Chatman’s results were completed on September 2, 2024, and posted to her account.
  
  Ancestry does update DNA results on a regular basis and adds other matches to her match list as they come in, and ethnicity estimates (or origins) are updated on a regular basis as well. Therefore, she may see updates to this information from time to time.
  
  Ms. Chatman also mentions photos of individuals that she has seen. We are unfamiliar with the information to which she is referring, but it does not seem to be information included within DNA results. She may be receiving “hints” for people within the family tree she initiated on her account. If the hints do not pertain to the people within her tree, she may ignore the hints. In those cases, we would recommend she check to see that the information including names and dates within her tree are formatted properly. For more information about tree hints, she may wish to review the following help article:
  
  *****************************************************
  
  As Ms. Chatman’s DNA results have already been processed and posted to her account, her purchase is ineligible for a refund. We recommend that she check her DNA match list to see if she recognizes the close matches she has been provided.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  LifeStory’ defaults to Chester Township, Pennsylvania for all my family members born in Chester, Pennsylvania. This has been going on or about during COVID. I have been calling since, but just started documenting my calls below. I should not have to pay for Ancestry showing incorrect information. I refuse to share my tree because of the incorrect information. All your Helpdesk has been kind and professional, but nothing seems to happen to correct this issue. The last call I made they refused to provide free monthy service telling me I already had a year of free service, but still no fix. I feel I should be refunded for all the years this problem existed. PLEASE fix this issue. Thanks. Call 10 February 2022 @ 5:44pm Called 22 July 2022 Called 1 November 2022 Called 27 February 2023 Called 21 November 2023 Called 2 January 2024 Case 17483423 Called 23 February 2024 LifeStory still showing Township Case Number 17749138 Called 9 March 2024 LifeStory still showing Township Called 23 April 2024 LifeStory Showing Township Called 5 July 2024 LifeStory Showing Township Case Number #’s 1******** ********* ********* ********* ********

  

  Business response

  08/30/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: customersolutions@ancestry.com
  
  August 30, 2024
  
  RE: Everett Coleman -- 22206295
  
  To Whom It May Concern,
  
  Thank you for forwarding Mr. Coleman’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  We sincerely regret any frustration this matter may have caused. We are aware of the concerns described and wish to assure Mr. Coleman that his feedback has been received. Please note that we receive a large volume of feedback for Ancestry. Due to the volume of submissions, feedback and/or requests for 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. This also depends on employee resources. For these reasons, we are unable to provide a timeframe as to if or when these changes will be made.
  
  Our records show that Mr. Coleman does not currently have a paid membership. While we strive to ensure the site and products are working as intended, we are unable to guarantee functionality at all times. The Ancestry Terms and Conditions state “…we provide the Services and the Ancestry Content to you on an “AS-IS” basis…We do not make any promises (a) about the Ancestry Content, (b) about User Provided Content, (c) about the specific functionality of the Services, (d) about the quality, accuracy, reliability, or availability of the Ancestry Content or Services…”
  
  We generally do not state the status of website updates and edits we are aware of and working on or contact each member about enhancement requests that have been implemented. We appreciate his patience and understanding and regret if it has impacted his experience working on his genealogy.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  08/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Charged me $99 on the very same day I tried to cancel. Seems they have a policy that requires you to cancel 2 days before subscription renewals?? They have no way on their site to call customer service. They us an AI assistant which takes you on an endless goose-chase. Very convenient for their avoidance to assist. They should allow a customer to get a refund at least for the first 3-7 days of a subscription. Mine was on the exact same day. No refund nor any assistance. Not right.

  

  Business response

  08/07/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  August 7, 2024
  
  RE: ************************* 22087575
  
  To Whom It May ********************* you for forwarding Mr. ********* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Our records show that Mr. ********* Ancestry subscription was due to renew on August 2,2024. Because it had not been cancelled, a payment authorization was submitted for $99.95 on August 2nd. ******************** then cancelled his subscription on August 3rd, the day after it renewed, and the same day he would have seen the payment coming through. Members may call Ancestrys customer support at **************************** regarding questions they have about their subscription.
  
  However, as a courtesy to him, we have issued a refund in the amount of $99.95 back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  08/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩