Important information
- Customer Complaint:Consumers should be aware that Ancestry.com/MyFamily.com uses an auto-renewal process that automatically charges the consumer for another year membership if the member does not cancel prior to the anniversary date. BBB files also indicate this business has a pattern of complaints concerning shipping/handling override coupon codes not being accepted.
Complaints
This profile includes complaints for Ancestry.com's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 846 total complaints in the last 3 years.
- 247 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:03/30/2025
Type: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.
A friend brought me a *** kit and a worldwide subscription for a year. The subscription started 2-1-2025 so by the time my *** results were complete I would have an entire year. I registered and submitted my *** kit. I received multiple emails that they received my kit, they were working on it, they were getting close-after two months they were almost done and then finally I received an email that they couldnt process my *** kit and asked if I wanted a replacement kit. I ordered the replacement kit and when I went to register the replacement kit it continues to take me to tell me I couldnt proceed u less I signed up for a complementary three month music app that I had to provide my credit card information authorization to charge my card if I didnt cancel within three months. I went ahead and complied and it still didnt let me move forward. I emailed Ancestry with all the information on my *** kit and I mailed the *** kit with my information so they could upload when received. I have emailed at least 6 times even asking that a manager contact me-crickets except I have received at least 6 emails from Ancestry with solicitation of my purchasing this or that promotional special. At this point they should either reverse the charges on ******* Moragos credit card for ***** Frickes *** kit and worldwide subscription for one year or send me a *** kit that works and change my subscription start date to when I receive my completed *** tests. Thank you for your help, *****
Business Response
Date: 04/02/2025
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
April 2, 2025
RE: ***** ****** 23136070
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 our labs first attempt to process Ms.******* first DNA sample was not successfully completed because it did not pass the genotyping stage. Therefore, a free replacement test was accepted by Ms. ****** and shipped to her on February 17, 2025. Based on our records at this time, the new test she was provided has not been registered on her account online per the instructions included in the kit. For her convenience, we are providing the instructions to register her kit at the *** below:
**********************************************************************************************
Registration does not require the purchase of a subscription as Ms. ******* complaint states. If our lab receives a DNA sample that is not registered to an account, it is held in storage until proper registration is completed. Therefore, Ms. ****** must register her replacement kit in order for her sample to begin processing. Once registration is completed, her sample will be placed in queue.
Regarding the gift subscription purchased on her behalf, our records show that it has not yet been activated with the code she was *********** light of the circumstances, if she continues with her DNA processing, she may contact us at ****************************************** and we would be willing to add the free year of subscription access at the time of her choosing.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 04/04/2025
Complaint: 23136070
I am rejecting this response because: The replacement DNA Kit was defective as I explained. In addition, as I explained it DID bring me to a page that wouldnt allow me to move further to register the replacement DNA Kit. After that it didnt allow me to register the Replacement **** Kit which I have already emailed and mailed this explanation in addition to ?? by approximately 6 times asking to be contacted with zero response prior to my contacting the BBB which finally let Ancestry to make an effort to address the two defected DNA Kits. Please either mail me a DNA Kit that isnt defective and then I will graciously accept the worldwide subscription for a year that had started 2-1-2025 to be changed to the start date of my choice. Lastly, I have already mailed back the second DNA kit with all my information for your staff to upload as it didnt allow me to- the first **** skit allowed me to upload but your company wasnt able to get my DNA results even though I received multiple emails stating things were going well, gathering information, almost complete then finally the truth
Sincerely,
***** ******Business Response
Date: 04/10/2025
Title: Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
April 10, 2025
RE: ***** ****** -- 23136070
To Whom It May Concern,
Thank you for forwarding Ms. ******* response to us.
Per Ms. ******* request, we have sent another complimentary replacement kit to the address provided within her complaint. Once the replacement order is processed, she will receive the tracking number via email. The normal shipping time frame is 7-10 business days.
Once she receives the kit, we ask that she please remember to register it to ensure there is no delay in receiving her results. We are providing the registration instructions at the *** below:
**********************************************************************************************
If she has any problems or question regarding the registration of the test, she may wish to contact our support team at 1-800-ANCESTRY for assistance in registering the test before sending it to our lab.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer 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:03/30/2025
Type: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.
A trial world subscription was renewed after being cancelled on March *******. I followed all the steps on the account to cancel it. It stated on the computer that the trial subscription would end March 29, 2025. I received an a message from ****** March 30, 2025 that a charge of $106.35 had been processed by Ancestry. I went online and was that subscription had been reinstated on my account. I cancelled it AGAIN and removed them from my ******. I attempted to reach out to the company and was told very rudely there was nothing they could do and did not offer a solution.Business Response
Date: 04/02/2025
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
April 2, 2025
RE: ******* ******** COMPLAINTID
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. ******** purchased an AncestryDNA kit bundled with a quarterly World Explorer membership for only $1 more on December 29, 2024. Information provided online as well as within the order confirmation email stated that the subscription would renew at the regular price if not cancelled. An email was sent to Ms. ******** on February 26th reminding her of the upcoming subscription renewal which included the charge she could expect and instructions on how to cancel the subscription if she wished to do so. However,because the subscription was not cancelled, it rolled into a paid membership on March 29, 2025. Subsequent to the renewal, Ms. ******** cancelled the subscription online on March 30th and was provided an emailed confirmation stating that she would have access to the subscription through the end of the quarter, June 29, 2025.
As a courtesy to her, we have made an exception and issued a refund in the amount of $106.35 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
AncestryInitial Complaint
Date:03/28/2025
Type: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.
Hello, I recently did a DNA Test with ancestry and my results have still not been released to me. I had a notification stating that my results would be ready on the 21st of March and now its stating the 28th of March. Today is the 28th and I have yet to receive my results. I have a serious family emergency and need my results now due to medical reasons which may come from my paternal side but I have no idea who my paternal father is nor his family. I have spoken to more than 5 different customer service representatives and they have been giving me the run around. I am starting to believe that I have been scammed and something fraudulent is going on with my results and DNA sample itself. I am also a subscriber so I will be cancelled my service and requesting a refund if my results are not released to me today, as in immediately. I will also be giving a bad review because this has really taken a toll on my mental health. I am a paralegal and will also be assuring none of my colleagues use Ancestrys services. I am extremely disappointed.Business Response
Date: 04/02/2025
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
April 2, 2025
RE: ******* ********* 23127811
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.
When an AncestryDNA customer submits their DNA test for processing, they are provided with updates regarding which stage their DNA test is currently in as well as an estimated date of completion. Normal processing times of DNA kits is 6 to 8 weeks. Based on the stage Ms. ********** test was in at the time, she was provided an estimated completion date. This date is an estimation only and is not a guarantee of completion on a specific date. Each DNA kit will have its own unique processing time based on various factors and whether it passes each stage on its initial attempt.
In this case, our records show that Ms. ********** DNA test completed processing on March 28th and was posted to her account that day. She may review her results by logging in to her Ancestry account.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:03/27/2025
Type: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.
Around the beginning of December, 2024 I ordered an AcestryDNA kit for my son for his birthday present. I have STILL yet to receive it. The **** shows no record...and when I call to talk to customer service...they say I didn't order one...in spite of the fact that payment was removed from my account. I have an ********************** account and everything...purchased my own AncestryDNA kit a few years back...so I am aware of the process. I am just so disappointed no one wants to take the wheel and help me at least get the gift to my sonBusiness Response
Date: 04/02/2025
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************
April 2, 2025
RE: **** ******* 23124176
To Whom it May Concern,
Thank you for forwarding Ms.Mossmans complaint to **. 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. Our records show that Ms. ****** initiated an Ancestry account linked to the email address she provided within her complaint in April of 2022.However, orders on the account indicate that only a free trial was ever ordered on the account at that time and no further orders can be located linked to that account. If Ms. ******* wishes to verify this fact, she may log into her Ancestry account and view the associated orders by navigating to her account settings and clicking on her Order History.
Because tracking numbers are provided via email when an order is shipped and Ms. ******* states she has a tracking number, she may wish to view the email again and consider whether a different email address was used on the account containing her order. Alternatively, she may contact us at ****************************************** with any of the following information:
Order Number (emailed to her after order is placed)
Full Name on the Order
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 Charge
If the charges in question went through ******, any of the following information may be necessary:
PayPal Billing Agreement ID
****** 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,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:03/23/2025
Type: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.
I hired the company's services to discover my DNA origins on Nov 29, 2024. The service was provided and established within the agreed timeframe. However, they asked me to create an account and register my card to access the results. I did this, and didn't pay further attention to the emails and advertisements I frequently received. To my surprise, they charged me $99.95 on March 10th for the "membership world explorer" which I never contracted. I contacted the company requesting cancellation and reimbursement, but they informed me that I should have canceled the courtesy they gave me, otherwise I would be charged. This makes no sense at all, as I didn't ask for anything, and didn't contract any membership service to be charged for it, so it doesn't make sense that I had to cancel to avoid being charged. I am extremely frustrated with the company, and I was planning to gift a test to my girlfriend which I certainly will not do anymore.Business Response
Date: 03/25/2025
Title: Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
March 25, 2025
RE: ****** *** ****** -- 23106326
To Whom It May Concern,
Thank you for forwarding Mr. *** ****** complaint to ***** Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
Our records show that Mr. *** ****** purchased an AncestryDNA kit bundled with a quarterly subscription for only $1 more on November 29, 2024. The description online stated that the subscription would automatically renew at the regular price if not cancelled. This information was also provided in his order confirmation email that was sent to him on that date. Additionally, an email was sent to him on January 28th,2025, reminding him of his upcoming subscription renewal which included the amount of the charge he could expect along with instructions on how to cancel the subscription if he wished to do so. However, because his subscription was not cancelled, it renewed at the regular price for another 3-month timeframe.
As a courtesy to him, we have issued a refund in the amount of $99.95 back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
We always appreciate any opportunity to assist our members in discovering, preserving,and sharing their family history. If at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 03/25/2025
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,
****** Dos ******Initial Complaint
Date:03/22/2025
Type: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.
Please remove my info from your website and don't sell it.
Name: ***** ********
************ancestry.com/search/categories/bmd_marriage/?name=*********Business Response
Date: 03/25/2025
****** ****** ********* ****** ******** ****
******* ****** **************
******* ****** ******************************
***** *** ****
*** ***** ******** ** ********
To Whom It May Concern,
Thank you for forwarding Mr. ********’s complaint to us. At
Ancestry, we are committed to providing excellent customer service and hold our
customers’ satisfaction in the highest regard.
The URL Mr. ******** provided navigates to a search results
page containing over 100 records and not a specific record to review. However,
we were able to locate one record within those results which match his name.
As a
courtesy to him, we have chosen to remove the following public record from our
databases:
************ancestry.com/search/collections/61846/records/******
This change will be reflected in the next site update, which
will occur, at the latest, within the next 30 days. Deletion of his personal
data in accordance with his request is not an acknowledgement of any
particular legal basis on which Ancestry is processing his personal data.
Please be advised that search
engines create cached copies of webpages so that their search engines will
produce efficient results more quickly. When information is removed from a
website such as ours, a cached copy is kept by the search engine until it is
removed from their website at the next update. Because we are not affiliated
with any search engines, including Google, we cannot control the content they
display. We recommend he contact them regarding their content removal policies
if the information continues to appear in their search results.
In the future, if Mr. ******** finds
a record on an Ancestry search results page he cannot access, but wishes to
have removed, he may right-click on the record link and select “copy link
address.” This URL can then be pasted into an email and sent to us at
[email protected].
If you have any questions regarding this matter, please do
not hesitate to contact us at 1-800-262-3787.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 03/26/2025
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:03/18/2025
Type: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.
Entered a 2 week trial for ancestry, I cancelled before the two weeks ended. Now Im being charged ***** for canceling fee and ***** monthly fee. All attempts to get a refund have failed.Business Response
Date: 03/20/2025
Title: Kaity, Executive Office Response Team
Contact Phone:**************
Contact Email: ******************************************************************
March 20, 2025
RE: ****** ******* -- 23083390
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 indicate that Mr. ******* 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 $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 him following the initiation of his free trial,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.
Our records show that the subscription was not cancelled until after the two-week trial was over and rolled into a paid membership. However, as a courtesy to him, we have made an exception to these refund policies and processed refunds for the monthly charge of $26.42 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 Mr. ******* becomes interested in researching or saving his family history, he may continue to use the free services found on Ancestry even now after his subscription has ended.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:03/17/2025
Type: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 unable to access one of our Ancestry DNA accounts that we have had since 2015. They have my husbands DNA and say there is no account and no alternative way to access his account. We need to know that this account exists and is secure.Business Response
Date: 03/20/2025
Title: Kaity, Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
March 20, 2025
RE: ******** ******** -- 23075218
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. ******** purchased two DNA kits on December 29, 2017. Purchased DNA kits must be registered by each adult on their own Ancestry account linked to their chosen email address and password.Due to the especially sensitive nature of DNA, we are unable to provide access to an account unless the account is fully verified. If Ms. ********* husband knows the information for the account on which his test was registered, he may call our toll-free support center and provide the required information to verify his account. Once his account is properly verified, he may ask the agent to update any information which may be necessary to regain access.Unfortunately, if proper verification cannot be provided, we would be unable to provide access to the account.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:03/15/2025
Type: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.
When reviewing my finances for the previous year, I noticed I had been charged $21.99 a month for an Ancestry.com membership that I never signed up for. I immediately contacted Ancestry and told them these were unauthorized charges and requested a refund. They refunded me for just one month out of 12 and are refusing to refund the unauthorized charges to my credit card. I'm a requesting a full refund for all charges before I take this complaint to the state attorney general for fraud and get my attorney involved.Business Response
Date: 03/18/2025
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
March 18, 2025
RE: ******* **** 23070480
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. **** initiated a free trial of our website on February 16, 2024,and agreed to the Terms and Conditions which state that memberships will automatically renew until cancelled. Because the free trial was not cancelled,it rolled into a paid membership on March 2, 2024.
During her time on our website, she was able to conduct research and add 128 individuals to her family tree, including herself.
Records further show that she called our toll-free support line on March 12, 2025, and a refund of $21.99 for the most recent charge was submitted on her behalf during that call.
As a courtesy to her, we have issued 6 additional refunds in the amount of $21.99 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 5-7 business days for these funds to become available within their ****** account, depending on their refund policies and procedures.
Because of the account usage, no further refunds are available. If Ms. **** wishes to review the research that was conducted on the account, she may log into the account to view her tree and the research conducted.
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
AncestryCustomer Answer
Date: 03/19/2025
Complaint: 23070480
I am rejecting this response because: You are actively lying about my usage of your service. I only used Ancestry for about a week last year when going through family photos with my father, who was present and a witness to this as well as my mother and her husband. I have never logged into my Ancestry account again until this past month. Due to your lying and refusal to refund authorized charges, I have reported your business to the ************************ and State Attorney General for fraud and have provided them with your name personally, *****.
Sincerely,
******* ****Business Response
Date: 03/24/2025
Title: Kaity,Executive Office Response Team
Contact Phone: **************
Contact Email: ******************************************************************
March 24, 2025
RE: ******* **** 23070480
To Whom It May Concern,
Thank you for forwarding Ms. ***** response to us.
Per our previous response, Ms. **** agreed to the Terms and Conditions which state that memberships will automatically renew until cancelled. We do not have record of an online cancellation which was ultimately cancelled when she chatted in to our support queue on March 12, 2025.
Our records show that the subscription was originally being charged at $16.50 for six months after which the subscription prices were raised to $21.99 per month in September of 2024. All charges of $21.99 have already been refunded.
As a courtesy to her, we have made a one-time exception and have issued another 6 refunds in the amount of $16.50 each back to the account that was originally billed. This covers all charges incurred on the account. 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.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:03/15/2025
Type: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.
In February, 2025 I signed up for what I thought was a 2 week free trial and 1 month paid membership. I was billed $16 (and cents) after the 2 weeks which was fine. The next day I cancelled the account to ensure no further charges would be incurred and the very next day a $25 cancellation fee was taken from my checking account. I called customer service to request a refund and was told no because I signed up for a 6 month membership and was charged the cancellation fee because I cancelled before 6 months were fulfilled. I sign up for a 6 month membership, I signed up for 1 month only. I would like my $25 refunded.Business Response
Date: 03/18/2025
Title: Kaity, Executive Office Response Team
Contact Phone:**************
Contact Email: ******************************************************************
March 18, 2025
RE: ******** ******* -- 23069558
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 indicate that Ms. ******* initiated a free trial for a US Discovery 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 her on February 19, 2025, 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 Ms. ******** we have made an exception to these refund policies and processed refunds for the monthly charge of $16.50 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 Ms. ******* 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
AncestryCustomer Answer
Date: 03/19/2025
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,
******** *******
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