Complaints

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

close

Find a Location

Ancestry.com has 9 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Ancestry.com

  1300 W Traverse Pkwy Lehi, UT 84043-5373

  
• 

  Ancestry.com

  24 Mercer Street Toronto, ON M5V 1H3

• 

  Ancestry, Inc.

  7349 Van Buren Ave Hammond, IN 46324-2547

• 

  Ancestry.com

  1300 West Traverse Parkway Lehi, UT 84043

  
• 

  Ancestry

  153 Townsend St. San Francisco, CA 94107

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:03/13/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  
  I am filing this complaint against Ancestry.com due to an unauthorized charge on my credit card and their initial refusal to issue a refund. I believe their business practices are unfair and misleading, and I want this issue documented to help prevent it from happening to others.
  
  On Thursday, March 13 I noticed a charge from Ancestry.com for a membership I did not authorize. I did not purchase this membership, and no one else has access to my credit card. My card has never been lost or stolen, and the only person who knows my card number is my child, who would not use it for an Ancestry.com purchase.
  
  To make matters worse, Ancestry.com never sent me an email receipt or notification about this charge. When I contacted their customer service to request a refund, I was initially told that refunds were not within their policy. I responded that this was unacceptable because the charge was unauthorized, and I firmly insisted on my money back. After placing me on hold, the representative came back and stated they could issue a refund after all.
  
  Although they ultimately agreed to return my money, I find this practice deeply concerning. A company should not:
  
  1 Charge customers without authorization.
  2 Fail to notify customers of charges.
  3 Refuse refunds for unauthorized transactions unless pressured.
  
  Additionally, the refund is expected to take approximately 10 days, which is an unnecessary delay for a charge that should never have occurred. This experience has caused me undue stress and inconvenience.
  
  I am requesting that Ancestry.com be held accountable for these poor business practices. I would like:
  
  1 An official apology and public acknowledgment that this charge was unauthorized.
  2 Assurance that Ancestry.com will improve its billing and notification practices.
  3 Compensation for the inconvenience and distress caused, such as a partial reimbursement, an expedited refund, or another form of resolution.
  
  *****

  

  Business Response

  Date: 03/18/2025

  ****** ****** ********* ****** ******** ****
  ******* ****** **************
  ******* ****** ******************************
  
  ***** *** ****
  
  *** ***** ******* * ********
  
  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. 
  
  Ancestry can
  only make charges on the account of a person who initiates a subscription and
  provides their payment information. Our records show that Ms. ******* initiated
  a free trial of our website on March 28, 2024, and agreed to the Terms and
  Conditions which indicate that subscriptions will automatically renew unless
  cancelled. When her free trial was initiated, she was sent an email confirmation
  to the email address she provided within her complaint. The subscription chosen
  was a monthly Canada Discovery membership.
  
  During her
  time on our website, 714 people were researched and added to her family tree,
  including herself, her children, her sibling, parents, grandparents, and over
  700 additional ancestors. If Ms. ******* would like to view the research that
  was conducted on her account, she may log in to view her tree and the research it
  contains.
  
  Our records further show that Ms. ******* called to cancel
  her subscription on March 13, 2025. Her subscription was cancelled and a refund
  of $15.74 was provided for the most recent monthly charge on her account.
  
  Because the membership was initiated and the email address
  linked to the account was notified of the initiation, payment information was
  provided by the individual, and the account was being used to conduct research,
  no further refunds are available.
  
  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. ******* become interested in conducting further research 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
  1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive
  Response Team
  Ancestry

• Initial Complaint

  Date:03/11/2025

  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.

  My subscription was renewed after being cancelled last I attempted to reach out to the company and was told there was nothing they could do and did not offer a solution.

  

  Business Response

  Date: 03/18/2025

  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 two-week free trial of our website on February
  24, 2025, and chose the option of a semi-annual World Explorer membership.
  Because the trial was not cancelled, it rolled into a paid subscription on
  March 11, 2025.
  
  As a courtesy to her, we 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.
  
  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
  1-800-262-3787.
  
  Sincerely,
  
  Kaity
  Executive
  Response Team
  Ancestry

  Customer Answer

  Date: 03/18/2025

  
  
  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:03/10/2025

  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 a DNA kit for my step mother for her birthday for $58.95. Ancestry charged me $159.43 every three months for a membership that I did not authorize (three times). I called to speak with someone, the middle of February and they confirmed that my step mother never logged into her account. The representative promised to reverse the charges for the three payments of $159.43 (every three months), but the have not received the reimbursement. I disputed the last charge in my ****** business account and now I will call ****** ******** to ensure the other two payments are reimbursed. This is a hassle. These kits are bought for gifts and the fact that Ancestry charged me for a membership without my authorization is unacceptable. I request the billing adjustment immediately.

  

  Business Response

  Date: 03/11/2025

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  March 11, 2025
  
  RE: ***** ***** 23045451
  
  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 test bundled with a quarterly All Access Family Plan membership on May 12, 2024. Per the information provided within the order details, the subscription will automatically renew unless cancelled. This information is also provided within the order confirmation email that was sent to her on that date.
  
  Additionally,emails were sent to Ms. ***** one month prior to each renewal to remind her of the upcoming renewals. Each reminder included the amount of the expected charge along with instructions on how to cancel the subscription if she wished to do so.
  
  Records further show that Ms. ***** called our support line on February 20th to cancel the subscription. Because our agent was unaware that Ms. ***** had initiated a chargeback, a refund was provided. However, because the charge was refunded in addition to the chargeback, the charge was re-presented so that she was not double refunded. Therefore, if she has any questions regarding the status of her chargeback request, we recommend she contact her financial institution.
  
  The other two charges were refunded during her phone call for a total of $318.86. The cancellation confirmation for this transaction is *********. Because the refunds were provided almost a month ago, if she has any questions regarding the status of those refunds, we recommend she contact her financial institution regarding their status.
  
  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:03/06/2025

  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.

  I ordered the Ancestry DNA kit in December 2024, which came with a 3 month subscription to Ancestry. Ive been in the hospital for almost 3 weeks. I thought I cancelled my subscription on time but it turns out I was a day late and was charged $99.00 for a subscription renewal. I've talked to customer service twice about getting a refund. But was told there was nothing anyone could do. I was one day late from cancelling my subscription because I was in the hospital and it's not fair. I'm on Social security disability. I just don't have that kind of money like. I had planned on cancelling my subscription on time but I ended up in the hospital.

  

  Business Response

  Date: 03/11/2025

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  March 11, 2025
  
  RE: ****** ****** 23031828
  
  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. 
  
  As a courtesy to Ms. ****** due to her illness, 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
  Ancestry

  Customer Answer

  Date: 03/12/2025

   
  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:02/28/2025

  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 wife adjusted our account subscription on February 24, which was more than 2 days prior to renewal. She was met with a confirmation page that the account change was complete. However, their system never delivered a confirmation and theyre claiming were mistaken and they wont help us. This is an extremely shady business practice.A credit card dispute has also been filed.

  

  Business Response

  Date: 03/03/2025

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  March 3, 2025
  
  RE: ***** ******* 23002254
  
  To Whom it May Concern,
  
  Thank you for forwarding Ms.Mauntons 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 unable to locate charges linked to the account with the email address provided within Ms.Mauntons complaint. Because she has stated that chargebacks have been filed, we are obligated to follow through on that process. Therefore, if she has any questions regarding the status of her chargeback request(s), we recommend she contact her financial institution regarding their status.
  
  In order to ensure that the subscription is cancelled in the future, we need to locate the account in question. Because of this, we would ask that Ms. ******* please contact us at ****************************************** 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 ******, 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
  Ancestry

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23002254
  
  I am rejecting this response because: the technical failure on presenting the "subscription changed screen" while not actually completing the change was not addressed. Additionally, my wife sent an email using her email (the account is associated with *********************************, and she has not heard anything back. We will be advising family and friends to avoid Ancestry.com and to utilize other platforms. This has been a disappointing experience.
  
  Sincerely,
  
  Mr. ***** M *******

  

  Business Response

  Date: 03/11/2025

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  March 11, 2025
  
  RE: ***** ******* 23002254
  
  To Whom It May Concern,
  
  Thank you for forwarding *** ******** response to us.
  
  Because *** ******** original complaint did not contain enough information to locate the account in question, we were unable to address his complaint regarding any changes to the subscription since the account could not be found.
  
  In this case, our records show that the subscription connected to his wifes account was initiated on November 29, 2024, for a quarterly All Access Family Plan subscription. No changes to the subscription were located on the account. It then automatically renewed on February 27, 2025. If there was a reference that the subscription had changed, we would be willing to review any incorrect information being displayed by providing a screenshot or forwarded email to ******************************************************************.
  
  Our records further show that we received Ms. ******** email on March 6, 2025, and responded that same day. Because a chargeback was initiated by *** and Ms. ******** we are obligated to follow through on that process. We have cancelled the subscription so that it will not renew and they will encounter no further billing. If they have further questions regarding the status of their chargeback request, we recommend they contact their financial institution as they will be able to address any questions regarding the chargeback.
  
  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: 03/12/2025

   
  Complaint: 23002254
  
  I am rejecting this response because: I don't see how my wife could reach a page that said her subscription was successfully changed, yet there is no record of change on the account. We maintain numerous subscriptions, and I've never run into a situation where a change was confirmed on the screen and then not followed through by the institution. Unfortunately, the company response has included nothing to address how this could happen in their system.

  My wife did confirm an email was sent but landed in spam, but the email response simply directed us to continue with the credit card chargeback protocol. This is fine. I don't see much reason to engage directly with Ancestry.com anymore and will simply follow through with the ongoing chargeback initiative.

  The primary concern I want other consumers to know is that just because ************* apparently "confirms" a subscription change, this might not actually be the case. Consumers should be very wary about signing up for their subscription, or they might find themselves in a similar predicament. "Buyer beware," as they say.

  Sincerely,
  
  ***** M *******

  

  Business Response

  Date: 03/14/2025

  Title: Kaity, Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  March 14, 2025
  
  RE: ***** ******* -- 23002254
  
  To Whom It May Concern,
  
  Thank you for forwarding Mr. ******** response to us.
  
  We appreciate Mr. ******** feedback regarding his wifes experience on our website. Although we are unable to further review the matter without screenshots, we will forward their experience through the appropriate internal channels to review the subscription update process and continue with our part of the chargeback process per the ******** request.
  
  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:02/26/2025

  Type:Product 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.

  I ordered a kit from ancestry.com and sent it in. Once I sent it in, I didn’t hear anything back after 4-5 weeks.
  I called and they stated that they never received my specimen and they sent me 3 more kits and enrolled me in a membership. I was not asked nor did I approve the membership and every month I have received an automatic withdrawal. The total withdrawn was $268.34 and I still do not have my results yet, and they are consistently withdrawing from my account. I contacted them today and I was told they can only refund the last withdrawal. I didn’t authorize any of the withdrawals so what made them think they could automatically withdraw from my account and they have yet to give me results? But I am supposed to trust them with my DNA? Poor service and I want my money refunded !!!

  

  Business Response

  Date: 03/03/2025

  Title: *****,
  Executive Office Response Team
  Contact
  Phone: ###-###-####
  Contact
  Email: [email protected]
  
  March 3, 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 sincerely
  regret any frustration this matter may have caused and for any confusion
  regarding the nature of the charge in question.
  
  Our records
  show that Ms. ***** purchased an AncestryDNA kit on November 11, 2024, and chose
  to bundle the purchase with a quarterly World Explorer membership for only $1
  more. Information provided online detailed the fact that the subscription would
  automatically renew every three months until cancelled. This information was
  also provided in the order confirmation email sent to Ms. ***** on that date. This
  would put the subscription renewal on February 11, 2025.
  
  Her original
  DNA kit was not properly registered by Ms. ***** on her account prior to
  sending it to our lab in December. Therefore, new kits were provided to her on
  January 31st, 2025, so that she could properly register them before
  sending them to our lab.
  
  Then on
  February 11, 2025, the subscription that came with her original purchase
  automatically renewed since it had not been cancelled.
  
  As a courtesy to Ms. *****, 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***-***-****
  
  While reviewing this matter, we located chat correspondence
  from Ms. ***** regarding monthly charges on the account of a family member.
  Therefore, we have also issued 3 refunds in the amount of $24.83 each back to
  the original method of payment. The confirmation number for this transaction is***-***-**** The access to the databases associated with these memberships 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.
  
  Our records show that Ms. ***** successfully registered her
  new DNA test on February 8, 2025, but it has not yet arrived at our lab. If she
  has further questions regarding the status of her DNA kit, she may call our toll-free
  support line at 1-800-ANCESTRY.
  
  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

  Customer Answer

  Date: 03/03/2025

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

  I have the following withdrawals from Capital One Bank Account:

  11/13/2024: $93.90

  12/23/2024: $24.83

  1/23/2025: $24.83

  2/14/2025: $99.95

  2/23/2025: $24.83

   

  This totals: $268.34

  I requested a kit, and mailed it in after obtaining the specimen.  After no response or information, I called to see what the hold up was and I was informed the specimen hadn't been received or it has been misplaced and was sent another kit.  Upon receipt, there were 4 kits.  I did not ask for 4, I only asked for 1.

  I called when I saw all these direct withdrawals taken only to see there was a total of $268.34.

  If you can lose my specimen and charge my account without my consent, I do not want your company using my specimen for DNA. I want my money refunded because I do not feel safe with this company.  I also never authorized anyone to withdraw any money except for the first purchase which was "on sale".

  However I know it was not supposed to be $93.90.

  I want my money refunded.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  

  Business Response

  Date: 03/05/2025

  Title: *****, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: [email protected]
  
  March 5, 2025
  
  RE: ***** ***** -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. ****** response
  to us.
  
  We offer our sincere apologies that we
  did not understand that Ms. ***** also no longer wished to obtain DNA results
  as she had already registered her free replacement kit that was received. We
  also regret any incorrect information that may have been provided to her
  regarding her first test. As explained in our previous response, Ancestry did
  not “lose or misplace” her test.
  
  Our records show that she purchased
  two DNA tests for $39 each plus shipping for a total of $93.90. She may verify
  this within the order confirmation email that was provided to her on November
  11, 2024. Each kit contains instructions that the individual must first
  register the kit online on their Ancestry account so that results may be posted
  when they are ready. However, Ms. ***** did not register her kit. When a kit
  arrives at our laboratory, it only contains a code so that testing is conducted
  anonymously. Without the kit being registered, we would not be able to post
  results to an account. Therefore, it was awaiting activation per the
  instructions provided to the member with her purchase.
  
  All other refunds were provided previous
  to our last response. Because she has stated that she no longer wishes to
  process her DNA tests with us, we have issued a refund of $93.90 back to the
  original method of payment. The DNA tests associated with this order have been deactivated
  and may be discarded. 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,
  
  *****
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 03/06/2025

  
  
  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:02/25/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am filing a complaint against Ancestry.com regarding their subpar service in delivering my DNA results. As a dedicated member and frequent contributor, my experience has been extremely disappointing.Over the course of three months, I was required to submit three separate DNA samples before finally receiving my results. This undue delay not only tested my patience but also led to the expiration of my membership, preventing me from making full use of the platform.Given my longstanding commitment to Ancestry.com and the considerable time and effort I've invested, I am requesting three months of complimentary service as compensation. This gesture would help restore my confidence in their service and show that they value loyal customers.Thank you for addressing this matter promptly.Sincerely, ****** R. *******

  

  Business Response

  Date: 03/03/2025

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************************************
  
  March 3, 2025
  
  RE: ****** ******* 22989331
  
  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 have been in direct contact with Mr. ******* regarding this concern and were able to resolve the situation.
  
  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:02/17/2025

  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.

  Despite repeated requests, the company will not cancel monthly charges. I received a confirmation from them in mid-November that my account has been deleted, but the monthly charges continue,

  

  Business Response

  Date: 02/24/2025

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  February 24, 2025
  
  RE: ******* ***** 22951641
  
  To Whom it May Concern,
  
  Thank you for forwarding Mr.Behars 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. Based on the information provided to us, we cannot locate the charges in question with Ancestry. We can confirm that we are unable to locate an account linked to the email address he provided within his complaint. When an Ancestry account is deleted, any subscription that was present on the account would be automatically cancelled. This would indicate that the charges are being incurred through a duplicate account or an account of a family member who has access to the payment information.
  
  Because of this, we would ask that Mr. ***** please contact us at ****************************************** 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 ******, any of the following information may be necessary:
  
  ****** 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
  Ancestry

  Customer Answer

  Date: 02/25/2025

   
  Complaint: 22951641
  
  I am rejecting this response because:

  I've been through hoops already with ***************** I will have **************** block Ancestry from any further charges. I also want reimbursement of these charges that have occurred already. I can send those **************** payment alerts to Ancestry on request.
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 03/03/2025

  Title: Kaity,Executive Office Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  March 3, 2025
  
  RE: ******* ***** 22951641
  
  To Whom it May Concern,
  
  Thank you for forwarding Mr.Behars response to us.
  
  In order to review whether Mr. ***** is eligible for further refunds as well as to ensure no further charges, we need to first locate the Ancestry account in question. Therefore, due to the sensitive nature of the information we need to locate the charges, we ask that Mr. ***** contact us directly via email at ****************************************** 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   
  
  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
  Ancestry

• Initial Complaint

  Date:02/11/2025

  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.

  I purchased an Acenstry DNA kit on Amazon.com in November 2024 as a Christmas gift. My sample was shipped in late December in the provided container following all instructions and guides. It wasn't until this past Saturday, 8 February that I received an e-mail from Acenstry stating they "hit a snag" and I needed to request a new kit via selecting a link. I had to call Ancestry to verify the authenticity of the e-mail. Why would a reputable company mandate you select a link for a replacement kit IF that's the only recourse? I called today (11 Februrary) and spoke with Jeremy, who was working the loudest call center. At times I could not hear myself talking to him due to the background noises. After verifying the authenticity of the email I asked if there was any way to request expedited shipping, return, and processing since it's already taken nearly 2 months with on results. He said that was not an option--the only recourse was a free 30 day membership. This would be a poor decision on the customer's part because it forces me into a locked schedule to utilize services that I'm not seeking nor would seek. It's actually a very manipulative move on the part of Ancestry because it ultimately would force the customer to extend the initial 30 months. At this time, I'm no longer interested in Ancestry, it's antiquated services, or processes. You shouldn't have a DNA sample for nearly 45 days and not be able to determine if it's a viable sample. Unless the shipping of the new kit, return shipping, and processing can be expedited then I'm requesting a reimbursement of $99 check be mailed. If that is also not doable then I will flag this as a fradulent charge on my credit card since services have not been rendered because I'm forced to choose whether a replacement kit is sent to me or not.

  

  Business Response

  Date: 02/14/2025

  Title: *****, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: [email protected]
  
  February 14, 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 sincerely regret any frustration
  this may have caused. Our records show that the order in question was purchased
  via Amazon and not directly through Ancestry. His kit was activated on December
  27, 2024, and arrived at our lab on January 6, 2025. However, after attempting
  to process the genotyping phase twice, our laboratory was unable to obtain
  successful results on February 9, 2025, and he was contacted stating that he
  could accept the offer of a free replacement by clicking on the “Send me a new
  free kit” button within his Ancestry account.
  
  Because Mr. *********** kit was purchased
  via Amazon, we would be unable to provide a refund as Ancestry did not collect
  the funds for the order. Because kits contain a prepaid box to arrive back to
  the lab, shipping of the sample from the customer to the lab also cannot be expedited,
  and we do not recommend that the customer use another expedited service as the prepaid
  box contains a scan code. Additionally, lab processing cannot be expedited. DNA
  processing typically takes up to 6 weeks after arriving at the lab.
  
  However, we can offer expedited
  shipping from Ancestry to the member as well as VIP processing which ensures
  that when his sample arrives at our lab, it will be moved to the front of the
  line to begin processing. Based on the information above, if Mr. *********
  wishes to accept this offer, he may contact us at [email protected] with
  his confirmation.
  
  If you have any questions regarding
  this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  *****
  Executive Response Team
  Ancestry

  Customer Answer

  Date: 02/18/2025

  
  
  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:02/05/2025

  Type:Product 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.

  Newspapers.com opened an account with me without my permission and has been charging for a service I never used. I want a refund of the $74.90 charged twice. I cancelled but the only option for cancellation is at the end of the term and they owe me for two 6 month terms.

  

  Business Response

  Date: 02/11/2025

  Title: Newspapers.com
  Contact Phone: 1-800-519-0129
  Contact Email: [email protected]
  
  February 11th, 2025
  
  RE: ****** ****** * ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. ******** complaint to us. At Newspapers.com, we are committed to providing excellent
  customer service and hold our customers’ satisfaction in the highest regard.
  
  The Newspapers.com subscription under
  ********************* has been cancelled, and will not renew. We have refunded
  $74.90 USD for each charge plus any applicable sales tax to her account.
  It will post to the account associated with the card ending in **** in 3-5
  business days. Questions regarding refund timing should be directed to her financial institution.
  
  We add new papers monthly and invite her to check back periodically.
  
  If you have any questions regarding
  this matter, please do not hesitate to contact us at 1-800-519-0129 
  
  Sincerely,
  
  Scott
  Newspapers.com Response Team
  Ancestry

  Customer Answer

  Date: 02/11/2025

  
  
  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,
  
  
  
  ****** ******