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Business Profile

Genealogy

GenealogyBank
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/23/2022

    Type:Product Issues
    Status:
    Resolved
    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 have been a member for the last year. I wished to cancel my subscription. I read and followed their instructions (on their website and also after a Google search) " go to 'My Account' under your login name. Under 'Update my Membership' click the link 'View or update my account information. Click 'Cancel automatic Renewals'. Your membership will be canceled and will not renew. You will receive an email confirming your cancellation." There is no such tab as "Update my Membership". Eventually, I clicked on every link in case they had moved it to a submenu. I tried different browsers and multiple searches on how to cancel.
    It seems to me that if it is impossible to cancel on their website there might be an issue with the transparency of the company. Forcing a customer to renew a membership is not the right corporate policy to win new customers. I wish to have a refund for the upcoming forced renewal. My account is listed under ***************************
    ** ******

    Business Response

    Date: 07/26/2022

    Business Response /* (1000, 5, 2022/07/25) */
    To Whom It May Concern:

    We are sorry to hear that Ms. ****** had trouble cancelling her account. We have discovered that our FAQ section is out of date and will correct that along with other site changes we are making this year.

    Upon review, I see that we received Ms. ******'s email on 7/23/2022. We have limited staffing on weekends, but the account was cancelled and will not renew. It appears that the customer was successful in setting her account to not renew. We also confirmed that the customer was not charged for a renewal.

    It is not the practice of GenealogyBank.com to force a customer to renew their membership and we truly regret that Ms. ****** had a difficult time navigating our site.

    This matter appears to be resolved, but if there is anything else we can do for this customer, she is welcome to call or email us again. Our office hours are 7 am to 6 pm, Mountain Time, Monday - Friday.


    Consumer Response /* (2000, 8, 2022/07/25) */
    The business has responded and resolved the complaint.
    Thank you

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