ComplaintsforAncestry.com

• Initial Complaint

  08/03/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I made an order on the ancestry website on July 30th, 2024. During checkout I selected express shipping which included a fee of $24.99. I agreed to pay the fee ONLY because it made the delivery time 2 days. My order was a birthday gift for my grandfather. After 3 days passed and still no delivery I reached out to customer service who said I could contact them again in I had not received my order by August 6th. That would make it a week after I placed my order. I informed the agent that I paid a significant amount of money in addition to my order for the express shipping and I told her I would like it to be refunded. She said it wouldn't be possible. I asked to speak with someone else and she replied there was nobody else to speak with. I reached out to *** about my issue and they said I could contact the company I made the order with and have my shipping fees refunded. Today is now August 3rd and still no delivery.

  

  Business response

  08/07/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  August 7, 2024
  
  RE: *********************** 22087468
  
  To Whom It May ********************* you for forwarding **************** complaint to **. 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 **************. Our records show that the *** kit in question was ordered on July 30, 2024. Expedited shipping typically occurs within 2-3 business days which would place estimated delivery on Friday, August 2nd.Therefore, we are willing to refund **************** $24.95 shipping fee on the order. However, please note that **************** complaint claimed the disputed amount as $63.95. If we refund the full amount, the *** kit would be deactivated and the kit would no longer be able to be processed. If she wishes to have the entire amount of the purchase refunded, she may contact us at ****************************************** to process the refund and deactivation of the *** kit.
  
  We have issued a refund in the amount of $24.95 back to the account that was originally billed. The confirmation number for this transaction is *********. 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 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,
  
  ***********************

• Initial Complaint

  07/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed up for a free trial understanding the risk of automatic renewals. What I did not anticipate was the companys onerous and high pressure anti-cancelation tactics AND an unconscionable $25-dollar cancellation fee to be released from a PAID subscription..That this term is surely buried somewhere in their fine print contract terms does not stop it from being a flagrantly predatory and anti-consumer tactic.On what basis the customer should be liable for paying for services not rendered is beyond me. And while their decision to harm and alienate customer's at scale is woefully shortsighted, it makes perfect sense when you realize the company was acquired by *********** **** in 2020. There have been numerous worthy lawsuits filed against this trash company many more to follow Im sure. Blackstones contract lawyers may be beyond reproach, but how their reprehensible treatment of customers of a middling-at-best product warrants a sterling BBB rating is beyond me.

  

  Business response

  07/29/2024

  Title: ****** **************** Response Team
  Contact Phone:**************
  Contact Email: ******************************************
  
  July 29, 2024
  
  RE: *************************** -- 22052605
  
  To Whom It May ********************* you for forwarding **************** 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 ************** initiated a free trial for a 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 $16.50 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 $16.50 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. In this case, the email was sent to ************** on May 11th, including the following excerpt:
  
  Please note that youll be billed $16.50 after 14 days. Even though you will be billed monthly,you are committing to the entire length of your 6-month subscription. If you choose to cancel earlier, you will not be eligible for any refunds, but you will retain access to your services for the remainder of paid months. If you cancel after your free trial ends, you will be charged a cancellation fee equivalent to the lesser of $25 (plus applicable taxes) and the remaining of your 6-month subscription.
  
  However, as a courtesy to **************, we have made an exception to these refund policies and processed 3 refunds for the monthly charges of $18 each and the cancellation fee of $25.These refunds have been issued back to the account originally charged. The confirmation number for this transaction is *********. Please note that it can take between 5-7business days for these funds to become available within their PayPal account, 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 she becomes interested in researching or saving her family history, she may continue to use the free services found on Ancestry even now after her 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

  07/29/2024

   
  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

  07/26/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had an auto renewing membership with Ancestry.com. I knew that it renewed the middle of July. I went online and cancelled the membership on July 15. The number below is the cancellation number. I was charged for the next year, anyway. When I called, I was advised that I had cancelled on the day the account autorenewed so I was not entitled to a refund. I was never sent any indication that the auto renewal was taking place. I was never sent any indication that my account was going to be charged. If I had received some information regarding the charge, I would have cancelled when I received that information. I thought I was cancelling on time but apparently because the renewal went through before the cancellation on the same day, I cannot get my refund.

  

  Business response

  07/29/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 29, 2024
  
  RE: ************************* 22049152
  
  To Whom It May ********************* you for forwarding Ms. ******** 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. ******** subscription was scheduled for automatic renewal on July 14, 2024, but was not cancelled until July 15th, the day after it had already renewed. Ancestry regularly sends emails reminding members of upcoming membership renewals one month prior to the renewal and provides instructions on cancelling if they choose to do so. However, our records show that Ms. ******** account is linked to an email address which is different than the one she provided within her complaint. Therefore, we would recommend she check the email address linked to her Ancestry account to view the emails we sent her regarding the renewal of her membership.
  
  As a courtesy to her, we have issued a refund in the amount of $249.62 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

  07/29/2024

   
  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

  07/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I KEEP canceling my account, yet I keep having withdrawals from my checking account. I cancelled a month ago, YET ANOTHER CHARGE! I WANT A REFUND OF THE LAST 6 MONTHS WORTH OF CHARGES!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

  

  Business response

  07/24/2024

  Title:Kaity, **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 24, 2024
  
  RE: ************************* -- 22035516
  
  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.
  
  The complaint indicates that ******************** keeps cancelling his membership, yet our records do not show an online cancellation of his subscription until today,July 24, 2024. It should be noted that when cancelling, the member is provided with options such as pausing a membership and also collects information regarding the reason for the cancellation. If the member does not go through all of the options and select the last option to cancel, the process may not have been completed. Once a cancellation has been completed correctly, the member will receive a cancellation confirmation email. Our records show that this cancellation confirmation email was sent to ******************** today.
  
  As a courtesy to ********************, we have issued 7 refunds in the amount of $42.19 each 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

  07/25/2024

   
  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

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Ancestry.com regarding their predatory billing practices. I signed up for a free 14-day trial with Ancestry.com, with the understanding that I could cancel my subscription anytime before July 23 without incurring charges. Unfortunately, I encountered significant issues with their website when attempting to cancel my subscription.Throughout the cancellation process, I faced technical difficulties where the website continuously reset and opened new pages, preventing me from completing the cancellation. Despite these obstacles, after multiple attempts and following the cancellation prompts as best as I could, I eventually clicked the "Cancel Subscription" button, which redirected me to another page. I assumed this action successfully cancelled my subscription.However, I did not receive any email confirmation verifying the cancellation. I also never received ANY emails that my subscription was about to renew. To my surprise, I discovered that Ancestry.com had charged me for a subscription renewal despite my efforts to cancel within the agreed-upon trial period. I was THEN charged a cancellation fee when I realized what had happened. SCAM!This experience with Ancestry.com's practices is deeply concerning and highlights a clear pattern of deceptive behavior. They provide a cancellation process fraught with technical issues, fail to provide adequate confirmation of cancellation, and subsequently charge customers without warning or consent.I request an immediate investigation into this matter and urge the Better Business Bureau to take necessary action to rectify these predatory practices. I seek a refund for the unauthorized charges and request that Ancestry.com improve their cancellation process to prevent similar issues for other consumers.Thank you for your attention to this matter. I look forward to your prompt response and resolution of this complaint.

  

  Business response

  07/24/2024

  Title:Kaity, **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 24, 2024
  
  RE: *********************** -- 22029392
  
  To Whom It May ********************* you for forwarding Ms. ******** 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 ***************** 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 $24.83 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 $24.83 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. In this case,the email was sent to ****************** on July 8th, including the following excerpt:
  
  Please note that youll be billed $24.83 after 14 days. Even though you will be billed monthly, you are committing to the entire length of your 6-month subscription. If you choose to cancel earlier, you will not be eligible for any refunds, but you will retain access to your services for the remainder of paid months. If you cancel after your free trial ends, you will be charged a cancellation fee equivalent to the lesser of $25 (plus applicable taxes) and the remaining of your 6-month subscription.
  
  It should be noted that information regarding the reason customers may be cancelling their memberships is collected and used for tracking purposes. Therefore, we regret if ****************** did not note the additional questions when attempting to cancel her membership. When memberships are cancelled correctly, the member will receive a cancellation confirmation email.
  
  However, as a courtesy to her, we have made an exception to these refund policies and processed refunds for the monthly charge of $24.83 and the cancellation fee of $25. These refunds have been issued back to the account originally charged. The confirmation number for this transaction is *********. 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 ****************** becomes interested in researching or saving her family history, she may continue to use the free services found on Ancestry even now after her 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

  07/25/2024

   
  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

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Have been charged $711 in a year. They charged my debit card $149 on 6/14/2024, $149 on 3/14/2024, $183.95 on 12/14/2023, and $229 on 6/12/2023. The membership I pay for is 229 per year. The bottom line is ancestry took money that didnt belong to them. They stole money.

  

  Business response

  07/24/2024

  Title:Kaity, **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 24, 2024
  
  RE: *********************** -- 22025463
  
  To Whom It May ********************* you for forwarding ********************** complaint to **. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  At this time, a semi-annual All-Access subscription is $259 for a six-month period, or $479 for an annual subscription. However, our records show that as of May 11, 2023, ******************** had chosen a semi-annual subscription for $229 to be charged twice per year and was not an annual membership as she has reported. However, we attempted to renew her semi-annual membership on November 11, 2023, but were unable to collect payment and her membership was cancelled at that time. Therefore, The $229 reported as part of the requested refund was already used and cancelled as of November 2023.
  
  On December 11, 2023, ******************** purchased a *** kit and bundled the purchase with a quarterly All-Access membership which would automatically renew every three months for $149 unless cancelled. The auto-renewing nature of the membership was provided online as well as within the order confirmation email sent to her on December 11, 2023. Additionally, each time the membership was due to renew, we sent an email to her one month prior to the renewal to remind her of the upcoming renewal as well as the price that she could expect to be incurred. Instructions on cancelling the subscription if desired were also included.
  
  In addition to the charges incurred for the All-Access membership, ******************** also initiated a Pro Tools membership which provides access to additional research tools and features. $60 of the reported charges were for that access as well as the charge for the *** kit purchased in December 2023.
  
  Therefore, the remaining charges for 2024 include the two automatic renewals of the quarterly All Access membership for $149 each that ******************** had initiated in December 2023. Our records show that she was accessing and utilizing her account for research purposes and therefore not subject to refund.
  
  However, she called our toll-free support line on July 22, 2024, and a full year of All-Access membership was activated on her account free of charge (a value of $479). Therefore, notwithstanding the fact that the account was being used, if ******************** wishes to obtain refunds for the two charges of $149 each and cancel the free annual membership on the account, she may contact us at ****************************************** so that we may do so.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  07/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  June 14 2024 I saw transactions for Archives.com on my Paypal account. I tried finding the account and could not get into the sit with my email ***************************** the first email I sent to the company I requested cancelation and refund. They responded with couldn't find my account. Then I emailed and said I couldn't remember the email I used and they were able to trace my account to my Paypal email ************************* I said that I wanted a refund and to cancel on June 14, 2024 I thought this was taken care of because they said I was intitled to no refund but the account would be canceled. Here, today, July 17th, 2024 I received another charge on my Paypal and an additional $35 fee on my connected bank account to cover the transaction. Which is the total of the $10.85 charge and the $35. bank fee.

  

  Business response

  07/22/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 22, 2024
  
  RE: ********************************* -- 22003990
  
  To Whom It May ********************* you for forwarding ******************** 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 ******************** initiated a free trial of the Archives website on April 7, 2024. Because the trial was not cancelled, it rolled into a monthly membership on April 14th. We received emails from ******************** regarding the cancellation of her membership in June and an email was sent to her on June 20th stating that there was no cancellation prior to her emails at that time and that we could cancel the subscription ending on July 14th.The email stated that we needed her to let us know how she would like us to move forward, but we did not receive a response from her.
  
  As a courtesy to ********************, we have made an exception to our refund policy and have issued 4 refunds in the amount of $10.85 each back to the account that was originally billed. The confirmation number for this transaction is 561587701.The access to the databases associated with this membership has been terminated effective immediately, and ******************** will have no future billing from Archives.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.
  
  Because Archives did not collect the bank fees to which she has referred, we would be unable to provide a refund for those fees. However, we have now refunded all charges incurred by Archives.com. If she has additional questions regarding any bank fees she has incurred, we recommend she contact her financial institution who charged the fees 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

  07/22/2024

   
  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

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We submitted 4 DNA samples. Ancestry.com lost 2 of them.

  

  Business response

  07/17/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 17, 2024
  
  RE: ******************* 21994448
  
  To Whom It May ********************* you for forwarding ************** 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 ************** ordered five AncestryDNA kits on May 5, 2024. Three of the five kits were registered online, sent to our lab, processed, and the results were posted to the accounts on which they were registered.
  
  However, two of the kits in the order were sent to and received by our lab, but they had not been registered online. Due to the anonymous nature by which DNA samples are processed, they must be registered online so that we know on which account the results should be posted once processing is complete. In cases where a customer does not register their kit before sending it to the lab, our lab will hold the kit(s) for up to six months awaiting registration, after which the samples are destroyed.
  
  Our records show that both of the missing kits arrived at our lab in May. Therefore, if the individuals to whom ************** gave the kits still have their registration codes, they may still register their kits online which will then prompt the lab to begin processing.
  
  If the owners of the submitted samples no longer have their registration codes, but still want to receive their results, they may contact our customer support team at **************************** to request a free replacement kit.
  
  Otherwise, if ************** does not wish to continue with the service, he may contact us at ****************************************** and request 2 refunds of $39 each, however the samples will no longer be eligible for processing and will be destroyed accordingly.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received an email notifying I was soon to be billed for a continuation of account services. In response to this, I followed the appropriate steps in order to cancel my membership and terminate billing. On 14 July, 2024, I received an automatic billing of $169 to my account. I then proceeded to cancel services a second time, using the same steps. Support has been significantly inaccessible. There is no active email, and the support chatbot is largely not helpful whatsoever. Any attempts at contacting actual support has been met with continuous roadblock.

  

  Business response

  07/17/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 17, 2024
  
  RE: *********************** 21989565
  
  To Whom It May ********************* you for forwarding ************** 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 the subscription in question was not cancelled until July 14th,the day after it automatically renewed. When a subscription is successfully cancelled, an email confirmation is sent out confirming the cancellation. Our records show that this email was not sent out prior to his July 14th cancellation.
  
  As a courtesy to him, 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.
  
  Additionally, Support agents are employed globally to assist Ancestry members with any questions or concerns they may have.Individuals may call support at 1-800-ANCESTRY or by any of the additional avenues discussed in the following URL:
  
  *********************************************************
  
  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

  07/17/2024

   
  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

  07/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I would like to make a formal complaint on Ancestry.com for what I believe to be deceptive and predatory billing practices related to their World Explorer Student Plan Membership. I initially subscribed to the World Explorer Student Plan, which is advertised at a monthly rate of $4.99. However, on two separate occasions, I have been charged $39.99. Below are the details of the incorrect charges: First Incident: Order Number: ********* Date: May 20, 2023 Amount Charged: $39.99 -Second Incident: -Order Number: ********* - Date: July 12, 2024 - Amount Charged: $39.99 Upon reviewing my account, I discovered that these overcharges have occurred twice for a plan that should cost only $4.99 per month. I consider these actions to be highly deceptive, as they exploit consumers who trust that they will be charged the advertised rate. I have attempted to resolve this issue directly with Ancestry.com, but the responses have been unsatisfactory. Given the recurrent nature of this overcharging, it is evident that the company may be engaging in a pattern of behavior that could mislead and financially harm its customers, particularly students who are likely to be more financially vulnerable. I urge the Better Business Bureau to investigate this matter thoroughly and take appropriate action to ensure that Ancestry.com rectifies its billing practices and reimburses affected customers. It is essential that companies maintain transparent and honest billing practices to ****** trust and integrity in their business operations. Thank you for your attention to this matter. I look forward to your response and resolution of this issue.

  

  Business response

  07/17/2024

  Title: ****** **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 17, 2024
  
  RE: ***************************** -- 21986963
  
  To Whom It May ********************* you for forwarding Ms. ******** 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 ****************** and for any confusion regarding our Student Plan membership.
  
  Student Plan membership are contingent upon the individual being able to verify their student eligibility. Per the terms associated with the membership type, students may continue to get access to their World Explorer Student Plan for up to 12 months from the date they subscribed while the services are available. To remain subscribed in the plan, they must re-verify their eligibility once every 12 months, for a maximum of 3 additional 12-month periods. If they are unable to re-verify at the end of any 12-month period,they will no longer be eligible for the World Explorer Student Plan.
  
  Our records show that ****************** has been enrolled in the Student Plan since April 18, 2022. Therefore, she will still need to re-verify her student status each year for up to four total years in order to obtain the pricing of $4.99.
  
  In light of the circumstances, we have cancelled the subscription in question with a full refund of $39.99. Unfortunately, as the charge from May 2023 is over 13 months old, our system is unable to process a refund for that transaction. Therefore, we have instead issued 8 additional refunds of $4.99 each back to the accounts that were originally billed. The confirmation number for this transaction is *********. 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 recommend she follow the instructions in the *** below to re-verify her student status to again initiate her Student Plan if desired:
  
  *****************************************************
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

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