Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  23 and Me sent me two messages about a data breach. I tried to use 23 and Me in the past, submitted my DNA, then they couldnt get my user account to work. I got my money back, but not after they captured a LOT of Personal Identifiable Information even at the cellular level having taken my DNA with zero benefit returned to me. I instructed them to immediately destroy all data, digital and biological they have on me. They have apparently NOT done this and now my data has been breached as indicated by two emails (of two email accounts I originally provided them to try and get the original service working with them). They stole my DNA and kept it against my will and received likely monetary benefit from selling it in part or whole for research purposes or other monetization opportunities, and they DID NOT destroy any digital information I provided them. This is a breach of public trust and outright theft.

  Business Response

  Date: 02/05/2024

  Hello,

  Our records show that you do not have a 23andMe account under the email address associated with your complaint. If you have any further questions, please contact us at ***************************************.

  Sincerely,

  The 23andMe Team

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 20730356
  
  I am rejecting this response because:
  

  It is clear 23andme is technically inept.  I provided them MULTIPLE accounts to try an use their service.  They took my DNA and never gave me access to the benefit they advertise.   They could not provide me login credentials to multiple email accounts I provided.   They claimed it was at my end -  I have NO spam filtering and was still getting marketing emails to the same accounts they claim they could not provide me my password reset.   NOW these accounts - unique to them like ******************************************* was one -  is now on the dark web!  
  

  who knows where my DNA ended up and how it is being abused and not destroyed as I required given they never fulfilled their service and proved themselves unreliable.   

  Sincerely,
  
  ***********************

  Business Response

  Date: 02/06/2024

  Hello,

  We would like to correct information provided in our previous response. Our records indicate that the email associated with your complaint is only associated with a demo account. This means that was not used to register a 23andMe kit. A member of our team will be reaching out to assist you with a deletion for this account.

  If there is another email address that you may have used to register your 23andMe kit, please respond to the email from *************************************** so that we can further assist you.

  Sincerely,

  The 23andMe Team

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 20730356
  
  I am rejecting this response because:
  
  A demo account!?    If I have to, I can pull the financial transactions. 
  

  Attached are some of the emails pulled from backups.   Wasting my time while you ignore the issue:
  

  why did you keep records on my PII and how has my DNA been used.  You did not protect my emails and I have no reason to believe you protected my DNA. 
  

  I registered, received the kit, returned it,  was notified my results were in.  I tried to access it and was told my domain is blocking after creating multiple accounts to troubleshoot including a gmail account to rule out my domain.   Money was transferred and when you could not deliver results it was refunded.  This is what you now call a demo?

  I asked for my records and PII deleted, DNA destroyed, and a list of who it was shared with (labs, etc).  I was never provided such, but got spammed with privacy notice updates on multiple accounts (which I guess are all demo accounts?).   Only to learn you had a data breach.   So if you cannot protect my data how do I know where the very core of my being. DNA, has ended up in your handling of it?

  *******************************************

  ****************************

  ***************************

  ************************

  Were all used.  I just received an email to the ******************************************* from a customer care agent.  So obviously my domain still is not blocking your domain. 

  Sincerely,
  
  ***********************

  Business Response

  Date: 02/06/2024

  Hello *****,

  So that we can better assist you, please respond directly to the email you received from our ************* team. We are unable to make changes to your account unless we are contacted by the account email address directly.

  Sincerely,

  The 23andMe Team

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 20730356
  
  I am rejecting this response because:
  
  

  Apparently 23andMe does not understand or is avoiding the actual complaint.
  
  
  I am not a customer of **********************
  I TRIED to be a customer in the calendar year 2018
  ********************** took payment from me
  23andMe shipped a *** sample collection kit
  I provided the sample and sent it back
  23andMe notified me that the analysis was complete
  23andMe could not/did not provide me with credentials to access my results
  23andMe blamed their technical issue was due to my email / domain setup
                                                                 i.      I do not block any spam or have any filters on email
                                                               ii.      I created multiple email accounts specifically for 23andMe to rule out issues with the existing account they were provided
                                                             iii.      I created a gmail account to rule out their claim it was my domain as the technical issue
  After multiple attempts to resolve with customer service, they could not provide me a password that worked
  I asked for:
                                                                 i.      A full refund it was granted
                                                               ii.      Deletion of my email account and digital data OBVIOUSLY WAS NOT DONE
                                                             iii.      Erradication of my *** sample, data on it, and provide me with the list of entities that had access to it NEVER DONE
                                                             iv.      How the *** is being used in aggregated or other studies, or as a means to improve the 23andMe product since they have had access to it and could be monetarily and materially benefiting from it.
  
  THIS IS THE COMPLAINT
  
                Items in the outline below under topic H were NOT DONE.   23andMe kept my information on file against my will and as a result this information was breached as a result of them not being able to secure their systems.
  
  Given it is a matter of public fact that 23andMes data systems were compromised, they did not protect me as I requested years ago, I have no faith that they have, or are protecting my *** sample and the data associated with it.  They did not provide me with evidence of its destruction, and if it was not destroyed (like my digital data was obviously not) how they are materially benefiting from having the sample, in studies, and product development, and who has had access to the sample or data about the sample provided.
  
  23andMe failed to honor my requirements for terminating our relationship in 2019 and as such, my digital identity is now compromised.   23andMe had access to my physical identity through my ***, I demand to know how I am protected and how my *** has been handled you never provided the service I paid for, thus the refund of payment, but worse of all you never removed my information.  WHAT HAS AND IS BEING DONE WITH MY *** AGAINST MY WILL.
  
  THIS IS NOT A CUSTOMER SERVICE NEEDED ACTION, IT IS AN ACTION 23ANDME LEGAL OR LEADERSHIP MUST ACCOUNT FOR.   I WENT TO THE BBB TO RESOLVE THIS, YOUR CUSTOMER SERVICE REACHED OUT DIRECTLY AND IS JUST NOW OFFERING TO DELETE MY EMAIL ACCOUNT AND CLAIMING IT WAS A DEMO ACCOUNT NEARLY 4 YEARS LATER?   THEN WHAT HAPPENED WITH MY ***?  ANSWER THE QUESTION.
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never received any heritage results. ************. They have no customer service that I can find. They claim that if they can't process your sample they will replace kit and redo it

  Business Response

  Date: 02/05/2024

  Hello,

  One of our team members reached out to you with more details about your 23andMe account on November 3, 2023. Please search your inbox for an email from **************************************** Your ticket number was 5509718. If you have further questions, please respond to your ticket or give us a call at **************. Our ************* Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.
  

  Sincerely,

  The 23andMe Team

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 23 and me believing it would show my relatives after giving a DNA sample. When I logged on, I received a message that said "see your close relatives, pay $69 for a membership". It showed 5 potential profiles that they suggested were my "close relatives". This angered me because I had just paid $200 for something promising to show my close relatives. However, I went ahead and paid for the membership at this point. After paying, it gave me the message, "you do not have any close relatives." Again, after it just showed 5 potential close relationships that were blurred out until you paid. I called the company and customer service said, "you do not have to pay to see close relatives, it will automatically show you." I asked why does it ask you to pay in order to see them? He said, "do you have a screenshot." Of course I don't, I trusted the company to provide what they said. He said there are no refunds on memberships. He said there was no one there to speak with, but escalations are handled only through email. I should be receiving an email in 2 days. I am warning people to not use this shady company. I'm horrified that they now have my DNA.

  Business Response

  Date: 02/13/2024

  Hello,

  One of our team members reached out to you via email on August 31, 2023 to provide you with further assistance regarding your refund request but did not hear back from you. We sent another email on February 6, ****. Please search your inbox for an email from **************************************** We look forward to being able to assist you further.

  Sincerely,

  The 23andMe Team

• Initial Complaint

  Date:07/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This morning I received a $79 charge for auto renewal. Which to my surprise was possible because I had this same Issue last year and paid and just cancelled auto renewal so this would not happen again. The guy I spoke with refused me a supervisor to speak to. This is not right he said on his side it didnt say to cancel but why on my side it did? This is a complete scam.I need my renewal fee refunded to me asap I am a single mother out of work for over a year. This is why I cancelled last year due to my financial status.

  Business Response

  Date: 02/05/2024

  Hello,

  We understand that you'd like a refund for your 23andMe+ membership renewal. Please note that 23andMe+ Premium Membership is non-refundable. We sent a renewal reminder message to you 30 days in advance of your membership renewal date. Additionally, the ability to cancel your membership is available within your account at any time. Our records show that you canceled your membership after it had already renewed. You will retain access to the reports and features included in this service until the end of your billing cycle, which is July 21, 2024.

  We encourage you to review our full refund policy, and the Restrictions and Exclusions section, at the following link: ***************************************************************************

  Sincerely,

  The 23andMe Team

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 20355703
  
  I am rejecting this response because: I never got an email to cancel I watch My emails. I also canceled last year way before I needed to. Simply when I got charged last year I did NOT get want to get charged again.

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/13/23 23andMe withdrew $29 from my account for an auto-renew membership charge. I contacted them regarding their practices and that I was not notified of the upcoming renewal payment giving me adequate time to cancel if I wished. They assured me that they sent two emails to me, 30 days and 7 days prior to the billing notifying me of the charge. I requested proof that these emails were sent as I did not receive them. They have stated they are unable to produce the emails in question but assure me they were sent. If they were sent they should be able to be resent logically. I requested a refund to which I was told it was non-refundable. Its a shady business practice to not notify customers of an upcoming charge on a non-refundable service. I have since disputed the charge with my bank as its fraud when it was not authorized by proper notification. Businesses should not be able to have these types of practices. They have this set up on an auto-renewal and non-refundable basis for a reason. If they werent doing something shady, they would offer a resolution or proof that I was notified in advance of the charge.

  Business Response

  Date: 02/12/2024

  Hello,

  We understand that you'd like to receive a refund for your 23andMe+ membership renewal. Please note that your membership must be canceled before your renewal date, which was April 12, 2023. ******* reminder emails were successfully sent to your inbox on March 14, 2023 and April 6, 2023. We have reviewed this further and can confirm that your email address was not part of any suppressions list at the time these emails were sent. 
   
  23andMe+ Membership renewal fees are non-refundable. Please see our full refund policy at the following link: ********************************************************************************;

  Sincerely,

  The 23andMe Team

• Initial Complaint

  Date:04/12/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February returned product unopened. March 30,2023 they said it will be refunded. Today still no refund.

  Business Response

  Date: 02/05/2024

  Hello,

  We're sorry for the difficulty you experienced with your refund. Our records show that one of our team members assisted you with a refund on April 17, 2023. If you require further assistance, please don't hesitate to contact us at *************************************** or give us a call at **************. Our ************* Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.

  Sincerely,

  The 23andMe Team

• Initial Complaint

  Date:01/25/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my subscription with 23 & Me in January 2022 and asked to be removed from auto billing. Never the less, they charged me an annual fee on January 15, 2023. The customer service will not refund despite their practices being predatory.

  Business Response

  Date: 02/05/2024

  Hello *****,

  We have reviewed your correspondence history and do not see a request to cancel your 23andMe+ membership prior to your renewal on January 11, 2023. Additionally, please note that you had the ability to cancel your membership at any time from within your account settings.

  Per our refund policy, 23andMe+ membership renewals are nonrefundable. You can view our policy in full here: ***************************************************************************

  Our records show that you have since canceled your auto-renewal and your membership has already been canceled. You will still have access to all of the reports and features included in the Health + Ancestry Service. If you require any further assistance, please do not hesitate to call us at **************. Our ************* Team is available Monday to Friday from 6am to 7pm Pacific Time and Saturday to Sunday from 8am to 12pm Pacific Time.
  

  Sincerely,

  The 23andMe Team