Complaints

This profile includes complaints for Ancestry.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ancestry.com

  1300 W Traverse Pkwy Lehi, UT 84043-5373

  
• 

  Ancestry.com

  1300 West Traverse Parkway Lehi, UT 84043

  
• 

  Ancestry

  153 Townsend St. San Francisco, CA 94107

• 

  Ancestry.com

  PO Box 7865 Fremont, CA 94537-7865

• 

  Ancestry, Inc.

  7349 Van Buren Ave Hammond, IN 46324-2547

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:05/14/2025

  Type:Billing 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 was made aware of ancestry.com withdrawing monthly amounts $24.99 and $99.95 since August of 2024. I stopped by my banking branch to file a complaint on Saturday, May 10th after conversation with ancestry phone operator saying they didn't know why I was being charged I don't have a membership but cant give me a refund even though they had my card number and were given no authorization against the law??? They couldn't answer how they had my card number. My bank could only go back to the following dates 4-28-25 $99.95 4-28-25 $ 24.99 and 3-27-25 $24.99 they did file a dispute on May 10th and a few hours later those funds were deposited back into my account. The following would like returned to me as well 2-27-25 $24.99, 1-28-25 $99.95, 1-27-25 $24.99, 12-27-24 $ 24.99, 11-26-24 $ 24.99, 10-28-24 $99.95 and $24.99 and 8-27-24. Thank you for any assistance you can give me in this matter.

  

  Business Response

  Date: 05/15/2025

  Title: *****, Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************
  
  May 15, 2025
  
  RE: ****** ****** – ********
  
  To Whom It May Concern,
  
  Thank 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 regret any frustration this matter may have caused. Our records show that a subscription was not initiated on Ms. ******’ Ancestry account linked to the email address provided within her complaint. Due to our strict privacy and account verification guidelines, we are unable to provide information from unverified accounts. However, in similar cases, we have found that a friend or family member with access to the payment information initiated subscriptions on their accounts.
  
  As a courtesy to Ms. ******, we have issued 7 refunds in the amount of 24.99 each and 2 refunds of $99.95 each back to the accounts that were originally billed. The confirmation number for these transactions are ********* and *********. 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.
  
  In cases where a customer has initiated a chargeback process, we are obligated to follow through on that process. Because Ms. ****** has stated that chargebacks were initiated on several charges, if she has questions regarding the status of those refunds, we would suggest that she contact her financial institution as they will be able to provide her with answers to any additional questions she may have.
  
  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,
  
  *****
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:05/08/2025

  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 git fan ancestry dna kit for $39. Received it and tried to register the kit. The comp would not accept any debit or credit card. Called their help number and the person that answered was useless, 10 minutes trying to get him to understand my email, finally gave up. use any other company not ancestry

  

  Business Response

  Date: 05/12/2025

  Title: *****, Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************
  
  May 12, 2025
  
  RE: ****** ****** – ********
  
  To Whom it May Concern,
  
  Thank 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. 
  
  We apologize for any frustration this situation may have caused. Unfortunately, we are are unable to determine whether Mr. ****** is stating that he was gifted a DNA kit or whether he purchased a DNA kit. He also states that “the comp” would not accept a debit or credit card. If this is the case, then a purchase would not have gone through. Additionally, we are unable to locate an order linked to the account with the email address Mr. ****** provided in his complaint.
  
  Because of this, we would ask that Mr. ****** please contact us at [email protected] 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
  Full Activation Code of DNA Kit
  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, 

  *****
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:05/03/2025

  Type:Billing 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.

  my monthly billed fee is $200 higher than the annual fee The highest advertised price for my membership level is $200 less than I am being charged because I pay monthly I don't want to lose my research so I'm locked in

  

  Business Response

  Date: 05/09/2025

  Title: *****, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: [email protected]
  
  May 9, 2025
  
  RE: ******* **** -- ********
  
  To Whom It May Concern,
  
  Thank 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. 
  
  Ancestry’s pricing policies are no different than many other services of our type. If a member chooses a longer service term, the overall monthly rate becomes cheaper.
  
  The current price of an All-Access annual membership is $479.
  
  An All-Access semiannual membership is $259 for a total of $518 for a full year.
  
  An All-Access monthly membership is $49.99 per month for a total of $599.88 for a full year.
  
  If Ms. **** would like to cancel her subscription and switch to a semi-annual or annual subscription in order to receive better pricing, she is welcome to do so at any time online or by calling our toll-free support at 1-800-ANCESTRY for assistance.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  *****
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:05/03/2025

  Type:Sales and Advertising 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.

  In mid-April 2025: 1. I viewed the Ancestry.com online offer on line for ‘a free trial’; entered an email address to begin it 2. When I read their terms just after, that they indicated it was not free after all, and wanted automatic six month trial (approximately $30 a month, totaling $160) after an initial one month trial, I backed out of the links on the screen immediately, I am a senior on a very limited budget and did NOT give any credit card info, did not check any boxes agreeing to open any accounts 3. Soon after, I received an email from them informing me that ‘my account’ was opened, I am not very tech savvy and just caught up on my learning to access my iPad emails on 5/2/25; I went to their AI chat and wrote that I did want to enroll (they say one can ‘in the first 30 days). 4. AI Chat wanted to have me follow a lengthy dis-enrollment list, but I did not want to subject myself to giving them any personal data (per their initial misuse of it already) and did not want to endorse their falsely saying I had an account. 5. I wrote out my concerns in a civil manner in the chat box then. No response has come of that either. 6. I found a corporate phone number in Lehi, Utah finally, online. With their customer service being so dismissive (no live staff to contact) when I call in the next week I doubt they will be transparent enough to stop any attempts to bill me, though I never agreed to any billing to start with. Concern: They are disrespectful to seniors by demanding an AI bot demand I use a long list online, which I need more tech savvy to do, and ignore the fact I never agreed to enroll as such. They appear to be scamming to get new customers and fraudulent in their practices around that phenomenon, as described above.

  

  Business Response

  Date: 05/09/2025

  Title: *****, Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************
  
  May 9, 2025
  
  RE: **** ****** ** ********
  
  To Whom It May Concern,
  
  Thank 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. 
  
  Ms. ****** states that she was not offered an opportunity to enroll in a free trial of our website. It should be noted that our Terms and Conditions do not require enrollment in a subscription in order to use a free trial. Our Terms and Conditions state that if the free trial is not cancelled within the 14-day free trial period, it will roll into a paid subscription. If they choose the option of enrolling in the semi-annual subscription billing monthly, once it rolls into the paid membership, they would be agreeing to the full six-month subscription and would incur an early cancellation fee if cancelled early. However, this is only if they did not cancel within the free trial period.
  
  In this case, Ms. ****** indicates that she did not enter her payment information. Therefore, Ancestry would not have obtained the information in order to charge the payment method in question. In similar cases, we have found that a subscription was initiated by the individual and forgotten, or was initiated by another individual who had access to the payment information.
  
  If this may be the case, we ****************************** 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 **************.
  
  Sincerely,
  
  *****
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 05/16/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  1. Ancestry.com does not acknowledge the need to cease forcing automatic trials (attached to their supposed ‘free trial’, that locked an auto enrollment even with no payment info ever entered).  An email is sent to force the issue … allegedly for opening a new account.
  

  2. They pointedly give an option opt out in the first 14 days (though no formal approval by the client was ever made):  They then give a lengthy disenrollment process (potentially requesting more personal data) at that point, which is lacking in transparency one might think.

  3. To top that off, online their customer service is only an AI bot, and they offer absolutely no direct customer service phone number for people wanting no service at all.

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

  

  Business Response

  Date: 05/19/2025

  Title: *****, Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************
   
  May 19, 2025
  
  RE: **** ****** ** ********
   
  To Whom It May Concern,
   
  Thank you for forwarding Ms. ******** response.  
   
  Per our previous response, Ancestry does not force an individual into automatic enrollment. If a free trial is initiated, the member may cancel any time during that two-week period and the trial will not roll into a paid membership. When a free trial is initiated, payment information is required in order to do so. The member is provided the following wording on the screen above the “Order now” button:
  
  “Service begins once you register for a free trial. You may cancel at any time during your 14-day free trial period and incur no charge. To cancel, visit your My Account page or contact us. If you do not cancel during your free trial period, your paid subscription begins and you will be charged the rate state at the time of purchase (plus taxes, if applicable) at the beginning of each billing term of your subscription via the billing method you have provided us.”
  
  This information is not “hidden” within the fine print of the Terms and Conditions, but appears just above the button to place the order. Underneath the wording above, information about the automatic renewal until the subscription is cancelled is also provided.
  
  In this case, Ms. ****** has indicated that she did not even provide payment information at all. If this is the case, Ancestry would not have the card information in order to incur charges, nor would she have been able to initiate a free trial.
  
  Additionally, Ancestry has multiple avenues for members to obtain customer service, including chat and phone support at 1-800-ANCESTRY. For more information, Ms. ****** may review these contact avenues at the following URL:
  
  *********************************************
  
  In our previous response, we provided her with our direct email address and requested additional information necessary to locate the charges in question. However, we have not yet received that information in order to further review her request. Therefore, we ask again that she email us at ****************************** with any of 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 **************.
  
  Sincerely,
  
  *****
  Executive Response Team
  Ancestry  
  

• Initial Complaint

  Date:05/01/2025

  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 received their dna sample box four separate times. They failed to read the dna on all occasions. They dodged my emails and refused to refund the money even partially despite their policy. This is frustrating as each time they shopped me a box it was about 2-3 months between each sample. I reached out, ignored, I called, no one followed up. I used their chat feature and the same thing. I never received the service I paid for.

  

  Business Response

  Date: 05/06/2025

  Title: *****, Executive Office Response Team
  Contact Phone: 1-800-262-3787
  Contact Email: [email protected]
  
  May 6, 2025
  
  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 frustration this matter may have caused Ms. ********** and that our labs have been unable to successfully extract your DNA from the samples you have provided. Our records show that the original sample you submitted was ordered from another user’s account on December 23, 2022. The kit was then registered (or activated) on your own account on January 5, 2023, and received by our lab on January 18, 2023. Unfortunately, the sample failed the genotyping stage of processing and we were unable to obtain successful results.
  
  Therefore, we extended an offer to send a complimentary replacement test which was accepted on February 17, 2023. That replacement test was shipped on February 20th, but was never registered on any account.
  
  Ms. ********** subsequently registered another DNA test on her account that had been obtained from another user’s account as no paid orders have been located directly from Ms. **********’s Ancestry account. This new test was registered on March 24, 2025. It also failed the genotyping stage of processing. Because of this, she was offered another free replacement kit. No additional tests were located between the dates of her first attempt in January of 2023 and the most recent in March of 2025.
  
  Unfortunately, we are only able to refund charges that have occurred within 13 months. To date, we have been unable to locate charges to Ms. **********’s account within that time period.
  
  Additionally, we have been unable to locate emails from the email address Ms. ********** provided within her complaint. One chat transcript was located from May 1, 2025, in which Ms. ********** only had interactions with our chatbot containing profanity. Once she was connected with a human agent, she cut off communication immediately.
  
  Therefore, if Ms. ********** has incurred a charge within the last 13 months, she may contact us at [email protected] with that information. Otherwise, we would be happy to provide her with services equivalent to the cost of an AncestryDNA kit, including either a new complimentary kit being sent to her for her to use for herself or another family member, or a semiannual US Discovery subscription to our website to use for family history research she wishes to conduct (a value of $119). To accept this offer, she may contact us at the email address provided above.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at 1-800-262-3787.
  
  Sincerely,
  
  *****
  Executive Response Team
  Ancestry
  

• Initial Complaint

  Date:04/23/2025

  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 Ancestry DNA a few years ago, and I also hold significant ancestry.com data record information. ON the weekend on April *******, I attempted to log into my DNA records and the website locked me out of my account, and it locked me out of all Ancestry accounts. Now I am not able to Access MY confidential DNA records. The website states that I should contact customer service. When contacting the number they provide, I have been hung up on, I am been placed on hold and waited and nobody answered the call. There is no customer service. I am being withheld from my account, and they have provided no feasible way to remedy. The agents who answer simply hang up, or place the customer on hold. Please give me access to my DNA results immediately, Ancestry took them from me and will not provide me access to my data

  

  Business Response

  Date: 04/24/2025

  Title: Kaity, Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  April 24, 2025
  
  RE: ******* ***** -- 23241544
  
  To Whom It May Concern,
  
  Thank 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. 
  
  In this case, we are unable to determine the reason ******** states that he is unable to access his AncestryDNA results. Our records show that his results are posted on his account and his account is linked to the email address listed in his complaint. There are no locks or restrictions currently on his account.
  
  Case notes indicate that he called our customer support line on April 23, 2025, and was assisted with resetting the password on his account.
  
  If he is unable to access his Ancestry account, we ask that he please contact us at ****************************************** and provide additional context as to what occurs when he attempts to access his account.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  Date:04/18/2025

  Type:Billing 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 am filing a complaint against FindAGrave.com and Ancestry.com regarding ongoing mistreatment by a representative named *****. She has made unsubstantiated accusations of rudeness and threats against me without providing evidence and refuses to escalate the issue to unbiased management. Despite multiple requests, ***** continues to contact me after being asked to cease communication. She has locked my account and is demanding a written admission of wrongdoing without explaining the alleged violations. Meanwhile, another user, ****** *** ***** *****, is allowed to manage thousands of unrelated memorials, of unrelated deceased people, with no consequence, showing clear bias. As a disabled gay man, I believe this treatment is discriminatory and hostile. I request my account be reinstated without coercion and that ***** have no further contact with me. I also ask this issue be reviewed by an impartial representative at Ancestry.com.

  

  Business Response

  Date: 04/24/2025

  Title: *****, Senior Customer Solutions Associate, Find a Grave
  Contact Phone: **************
  Contact Email: **********************
  
  April 24, 2025
  
  RE: ********* *** ***** ** ********
  
  To Whom It May Concern,
  
  Thank you for forwarding this communication to us. We have carefully reviewed this request and have the following response.
  
  As a company, we strive to serve our customers’ best interests. We apologize for any inconvenience this situation has caused and appreciate the opportunity for resolution.
  
  We are sensitive to and understand the concerns raised. To participate in Find a Grave, members need to treat each other with respect and kindness. Collaborating with other members is an essential part of the Find a Grave community. When communicating with other members, we ask that you please be courteous and respectful, working together to resolve any differences you may have regarding information on a memorial page.
  
  We have provided a number of reminders regarding how we expect our members to communicate with other Find a Grave members and staff. We do not tolerate any threatening behavior towards other members. This is a violation of our Community Guidelines and Terms of Service. After numerous instances of this behavior, despite reminders and warnings, the decision was made to ban the account. We have contacted him regarding his agreement to our Terms and Conditions, but he has refused to do so.
  
  Find a Grave's mission is to find, record, and present final disposition information from around the world as a virtual cemetery experience using publicly available information. Find a Grave is a resource for anyone in finding the final disposition of family, friends, and "famous" individuals. Our members create memorials and add photos to our site daily. We do not limit the creation of content to family members only.
  
  If you have any questions regarding this or any other matters pertaining to Find a Grave, please do not hesitate to contact us at **********************.
  
  Sincerely,
  
  *****
  Senior Customer Solutions Associate
  Findagrave.com

  Customer Answer

  Date: 04/25/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  I didn’t threaten anyone via this site. Findagrave.com has repeatedly refused to provide evidence of the alleged abuse.

  The admin who is making these decisions is biased against me and is not enforcing the rules equally.

  when you pick and choose which rules you choose to enforce, you are showing favoritism and discrimination.

  The rules say that the closer can person is allowed to manage the memorial, but that’s not happening. When I question the distant relative who was managing my cousin’s memorial, I was reported for being rude by asking her her distance of relationship, and then I was accused of being accusatory for telling this person once I found out their genetic distance that they weren’t as close as related to this person as I was..

  This is unfair and abusive toward me.. ancestry.com is opening it itself up to a lawsuit for harassment and discrimination and dismissing my concerns is gonna cause problems for this company in the end.

  The two family members who keep making these allegations are only doing so to harass me because I’m gay and **** ***** ** ****** the relative we have in common, was transgender and they’re upset I posted his picture as a woman on his memorial.

  They even deleted her guy photo after I posted the female picture. **** lived as a trans woman and they hated him for it and they hate me for acknowledging her true identity.

  How can you expect someone to agree to not do something they don’t feel they’re ever done? If there were evidence of someone being threatened you’d happily supply it. The attorney General is not gonna just take your word for it either.

  These statements are a form of slander and false light, and I will be filing a complaint with the attorney General as well.

  I have not repeatedly violated any terms and conditions!! This is a lie!  I have been repeatedly discriminated against and treated unfairly because of favoritism and connections.

  The original complaint four months ago alleged that I was being nosy and accusatory for telling a person that they were not as closely related to someone as I was, which was a fact.

  It’s discrimination to treat some people one way and other people another way..

  If the find a grave.com terms and conditions say that the closest relative is allowed to manage the memorial and I questioned someone who refuses to transfer a double 1st cousins memorial to me.  When you know for a fact you’re closer related  that’s not being nosy or accusatory. That’s called stating the truth.

  There’s clearly a biased against me. 

  If my account isn’t properly reinstated, I will contact an attorney and file a complaint with the attorney general and pursue this matter for slander, false light, harassment and discrimination. This is clearly what’s happening here.

  If I supposedly threatened someone then why are you afraid to share the evidence? What you’re doing is a form of discrimination and I am gonna contact the federal government as well as the state attorney general and pursue this matter if it’s not resolved in my favor..

  furthermore, all the memorials that I created for my family members I.e. my mother, my grandmother, and my great-grandparents will need to be removed from this site If my account isn’t reinstated. Bylaw if you keep up those memorials, I will sue you because you don’t have my consent as the closest living relative to these people to post this information once I object. 

  I feel that my account is being hold hostage because I won’t agree to not violate terms and conditions, again, that I don’t feel I ever violated.

  The repeated refusal to furnish evidence or to tell someone exactly what they did wrong with details of the accusation speaks to the unjust action that’s being taken here.

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

  

  Business Response

  Date: 04/30/2025

  Contact Name and Title: ******** ****** ******* 
  Contact Email: **********************
  
  Date: April 30, 2025

  RE: ********* *** ***** ** ********
  
  To Whom It May Concern,
  
  Thank you for forwarding this communication to us. We have carefully reviewed this request and have the following response.
  
  As a company, we strive to serve our customers’ best interests. We apologize for any inconvenience this situation has caused and appreciate the opportunity for resolution.
  
  This member, ********* ** ****** replied to our email on April 25th and agreed to the Terms and Conditions and Community Rules. We reinstated access to their account when we received their agreement.
  
  In our email communications previously, we have provided general information about why their account access was locked and will go a little more into the details here. We received information that a member was being threatened through email. After that occurred, an account was created on Find a Grave impersonating that same member which included similar threats and comments to the email. The account that was threatening this member and that also sent the email to this member was bringing up the same concerns that ********* has brought up regarding their shared family member. This along with other information gave us evidence to tie this account to *********** account, which is why their account access was initially locked. Creating a duplicate account, impersonating another member and adding threatening and disparaging comments about other members to Find a Grave are all in violation of our Terms and Conditions and/or Community Rules.
  
  The memorial for *********** relative, **** ** ****** is managed by a close family member.
  
  Find a Grave continues its mission to provide a collaborative community where members can contribute memorials and record burial dispositions. If you have any questions regarding this or any other matters pertaining to Find a Grave, please do not hesitate to contact us at **********************.
  
  Sincerely,
  
  *******
  Senior Manager

  Customer Answer

  Date: 05/01/2025

  
  Complaint: ********
  
  I am rejecting this response because:

   

  They have now admitted the account was locked for alleged action that supple took place out side of their site. Their site doe not have email options. Their internal messaging options also would not allow me to communicate with the member in question. These people are total liars and dishonest. Even if someone did create an another account they would not have an option to email ****** ** ***** ***** because she does not accept messages via their site. This alone shows they're alleging she was emailed by someone outside of their site so they blocked access to my account. This is beyond absurd, but I appreciate the fact they're foolish enough to put this evidence in writing. Now when I involve the AG's office I have proof of their slander and discrimination. 

  Even if I had emailed anyone, out see of their site, it is not their place to disable my account due to such accusations. Whatever anyone does out side of there site is none of the business and the fact they admitted to such speaks to the type of low life people they have working their. 

  After being forced to re-agree to their terms in order to have my account reactivated I transferred all my memorials to a 1st cousin. So when you lock his account for anything they suspect I ave done out side of their site they will be dealing with the government. 

  If ****** ** ***** ***** has evince of a criminal threat she should contact the police. It is their job to investigate and the job of the courts to convict people when they do wrong. It is not the place of this site to interfere with family drama and gossip. It is clearly not the place of this site to play judge, jury and executioner when people receive alleged threats outside of their platform. 

  Thanks for admitting you not only showed favoritism to ***** ** ****** but you also blocked my account for her. 

  For the record I never threaten that lying *** ******** Frindagrave.com grave collector. I also did not send her any threats on their site. This is pure speculation and allegations laced with lies to try and justify their **** ***** Keep thinking it's safe to hide behind a keyboard and do spiteful things to people. This is exactly why I used the BBB to document this. It also will be used in the AG complaint. What you all did as retaliate against me because someone accused me of emailing them. It is none of your *** ****** business what the **** I do outside of findagarve.com and to block my account because another member was threatened is a from of harassment that might just cost ya. Let me repeat this. It's frankly none of your g*d d**n business who I ******* email or who * ***** That is the problem with this entire situation. I did not contact any of their members through their site or threaten anyone via their site. I also did not criminally threaten this person tutsis outside of their site.

  And assuming it was me just because there is concern about the same family members memorial is beyond absurd. Do you have any idea how many thousands of people where related to this relative? Do you also realize this same member is falsely collection memorials of people she is remotely related to then refusing to transfer the memorials when confronted. 

  Just like you staff tried to accuse me of bring rude with her when I confronted her about being our 7x2 cousin (while pretending to be closely related) she created a profile under **** ******* ********* name and transferred the memorial to that profile. The profile is not ******** ** ***** ******* ** ** ***** ** ***** ****t being. big child and collecting memorials and using her connections with other members of this site to bully and harass other people. 

  Again thanks for putting in this reply evidence that shows I as bullied and harassed fro actions that alleged to have taken place via email, which your site dose not provide or host. That was a big mistake, but I appreciate it. 

  ***** has made an enemy with the wrong person and she might wanna watch how she uses her relationships to harass me. I suffer from PTSD and if I'm provoked and snap it will be this site and herself to blame. Think you can hide behind a keyboard when the heat gets turned up? 

  You have abused your authority and overstepped which has opened this site up to a civil suite.Looks like I will be mailing another latter to corp, this time certified. 

  Blocking members for actions outside of this site is not legal. You hav admitted to retaliation for another members. you have also made slanderous false light accusations using me without actual evidence. It's obvious because I'm a gay liberal and not a brainwashed republican I have been treated unfair.

  There are also pages filled with negotiate experiences all over the internet regarding how this site plays favorites and allows many members to cheat, steal and lie to collect memorials of other peoples loves ones. Maybe I should go out of my way to contact ***** over the phone or in person. We both reside in the same region. Trying to play judge and law enforcement is gonna cost you some money. 

  I'm simply disgusted by the facts shared here today and I may just retaliate myself. As I have repeatedly requested, this matter needs to be emulated to a non-bias party in upper management. It's obvious whom ever keeps replying s showing favoritism and not too bright, otherwise they would not be foolish enough to involve their site in personal maters of family drama. They also would not use their site to play cops and executioner. 

  Not only have you made serval false accusations, but you've openly admitted all of your evidence was circumstantial evidence. There is no direct evidence of any violations on their site. They blocked my account because someone was emailed by someone.

  This is why I continue to point out the fact they retaliated and held my account hostage to force me to agree to their terms because someone accused me of contacting them outside of their site. The is a from of harassment and discrimination toward me from this site to retaliate for another member who feels threatened. The was never about their terms and conditions because their terms and conditions have nothing to do with what members do in their personal life outside of their site. Yet this is exactly why I was blocked; for something they believe I did outside of their site. What a ***** ** ****. 

  Good luck using that defense with the Attorney General and possibly with the civil courts. He emailed her and threatened her... Yeah we know it wasn't via our site, but we decided to block his access anyway. Yeah that's not gonna work out to well for anyone involved. 

  Regardless of how you feel, it is none of your *** **** business who I email or who I communicate with. Your terms and conditions are for Findagrave.com's website, not my personal life. This is where you over-stepped and screwed up. You might wanna put that dishonest woman in your pocket because if our paths do cross she sill be confronted and the women in my family do not intimidate easily. 

  Also so if she ever steps foot in St Clair cemetery in Troutville I will have her arrested for trespassing. We own that cemetery and if Findagarve.com continues to harass me or involve themselves  in family drama I will force them to remove everyone in our family cemetery for their site. 

   

   

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

  

  Business Response

  Date: 05/06/2025

  Title: Katrina, Senior Manager
  Contact Email: [email protected]
  
  May 6, 2025
  
  RE: Frederick St. Clair -- 23222617
  
  To Whom It May Concern,
  
  Thank you for forwarding Mr. St. Clair’s response to us. We have carefully reviewed this request and have the following response.
  
  As a company, we strive to serve our customers’ best interests. We apologize for any inconvenience this situation has caused and appreciate the opportunity for a resolution.
  
  The member’s actions violated our Terms and Conditions and/or Community Rules which is what instigated losing access to their account.
  
  This member, Frederick St. Clair, replied to our email on April 25th and agreed to the Terms and Conditions and Community Rules. We reinstated access to their account when we received their agreement.
  
  Find a Grave continues its mission to provide a collaborative community where members can contribute memorials and record burial dispositions. If you have any questions regarding this or any other matters pertaining to Find a Grave, please do not hesitate to contact us at [email protected]. 
  
  Sincerely,
  
  Katrina
  Senior Manager
  Find a Grave

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  There seems to be an issue with the ** lab as they are always backed up and several people got their results already with no priority processing and they submitted their DNA after mine. What is the holdup at this lab that im still stuck in extraction since the 18th? It seems like the Utah has everything together but ** is super slow per different forums. I just want my results!!!

  

  Business Response

  Date: 04/10/2025

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  April 10, 2025
  
  RE: ******** ********* 23153876
  
  To Whom It May Concern,
  
  Thank 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. ********** DNA kit was received by our lab on March 13, 2025, and began processing on March 17th. Because lab processing can take 4 to 6 business weeks, the kit in question is still within the normal processing time frame.
  
  It should be noted that if a kit fails any stage of processing that it repeat that stage in an attempt to obtain successful results.If it successfully passes the second attempt, results are then posted to the account. If the second attempt also fails, a new sample is requested from the submitter in order to repeat the processing with a fresh sample at no cost to the user.
  
  Because of this, different users will encounter different time frames for the successful completion of their test. At this time, Ms.********** test is estimated to be completed within the next business week,either by posting results to her account if successful, or requesting a new sample if the extraction state is not successful.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 04/11/2025

   
  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

  Date:04/02/2025

  Type:Order 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 signed up for a free trial of Ancestry.com. My profile indicated that the paid subscription would start on April 1. On April 1st I called to cancel the free trial as I did not want the subscription to start. The representative on the phone said that I could not cancel the subscription. It was too late. She indicated that I could cancel next month and then pay a penalty as well for not fulfilling the 6 months subscription.I called on the day the subscription was supposed to start so that I could cancel it. That was the date on my account. The representative was not helpful. I asked to speak to speak to someone else. She said that any other person would tell me the same thing. I then asked to speak to a manager or supervisor. She said that she was qualified to do anything that a manager or supervisor could do. I said that she was not helping me with the issue and that I would still like to speak with someone else. She then hung up the phone.

  

  Business Response

  Date: 04/10/2025

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  April 10, 2025
  
  RE: ******* **** 23153876
  
  To Whom It May Concern,
  
  Thank 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. **** initiated a two-week free trial of our website on March *******. The two-week period would therefore end on March 31, 2025. Additionally,on the checkout page to order the free trial, the following information is provided just above the Order Now button to continue the order process:
  
  If you dont want to renew,cancel at least two days before your renewal date through your May Account page or by contacting us
  
  This information is also provided within the order confirmation email sent to the member upon the successful completion of his order.
  
  Because the subscription was not cancelled by March 31st, it rolled into a paid membership accordingly at the end of that trial period.
  
  As a courtesy to Mr. ***** we have made an exception to these refund policies and processed refunds for the monthly charge of $18.32 and the early 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 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

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Every single year Ancestry charges my account, and I have to call them. They state everything is cancelled, won't happen again etc but it does! I called today and the lady states she can't do anything. I actually got on my account and there is no way to remove the card information. I want it OFF the account.

  

  Business Response

  Date: 04/02/2025

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  April 2, 2025
  
  RE: ***** ****** 23139554
  
  To Whom It May Concern,
  
  Thank 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 have located the Ancestry account linked to the email address provided on Ms. ******* complaint. Our records show that Ms. ****** has not owned or managed a paid membership on her account since 2022. However, these records show that she is currently a participant on an All-Access Family Plan managed by another member.Therefore, the manager of the Family Plan would be billed and not Ms. ******* account.
  
  As Ms. ****** states that her payment information is being billed, this typically indicates that the subscription manager is a family member with access to her payment information. Therefore, we have cancelled the subscription from the subscription managers account and have issued a refund in the amount of $149 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, per Ms. ******* request, her payment information has been removed from the subscription managers account as well as her own account. She will not receive future billing unless she decides to make a purchase and re-enters her payment information.
  
  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 Answer

  Date: 04/07/2025

   
  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,
  
  D'**** ********* ******