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
- 845 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:10/07/2022
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.
Ancestry.com unscrupulously resubscribes memberships that cost $185.00. They do this without alerting the customer, and this is why it is an unscrupulous scam.
I am on a fixed income, and this charge leaves me with $60 in my account. Ancestry should stop this practice.
Business Response
Date: 10/11/2022
Title: Emily, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [email protected]
October 11, 2022
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.
With all of our
semi-annual and annual subscriptions, a month before renewal, an email is sent
out in advance to notify the recipient of the pending renewal. Our records indicate Ms. ****** contacted our support line
and a refund was processed on October 7th, 2022 for the full amount
of $186.24.
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 or any other
matters pertaining to Ancestry, please do not hesitate to contact us at
###-###-####.
Sincerely,Customer Answer
Date: 10/12/2022
Complaint: ********
I am rejecting this response because:
I have searched my emails and can find no record of a notification.
Sincerely,
****** ******Business Response
Date: 10/18/2022
Title: Kaity, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [email protected]
October 18, 2022
RE: Ms. ****** ******
-- ********
To Whom It May Concern,
Thank you for forwarding Ms. ******’ response to us.
Our records show that an email reminder was sent to Ms. ******
on August 20, 2022, to remind her of her upcoming subscription renewal on
September 20th. Ancestry is unable to determine the reason Ms. ****** may
not have received the email. Therefore, if she has any questions regarding the delivery
of any emails, she may wish to contact her service provider.
However, regarding Ms. ******’ initial complaint and as
stated in our previous reply, a refund in the amount of $186.24 was issued back
to the original method of payment on October 7, 2022.
If you have any questions regarding this matter, please do
not hesitate to contact us at ###-###-####.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:10/04/2022
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 cancelled my subscription on Oct 1-2022. The payment for my subscription was due on Oct 7-2022. The day I cancelled my subscription Ancestry hurried to charge my account 6 days before the due date. They cancelled my services, and told me I would be able to use the services I paid for until Oct-7-2022, Saying I wouldn't be billed for Oct 2022. Now I have paid for the month of Oct 2022, but I don't get the services I paid for, and they won't refund my money.Business Response
Date: 10/04/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 4, 2022
RE: ********************************************** Whom it May ********************* you for forwarding *************** 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. Ancestry does not pull payments previous to their renewal dates.However, based on the information provided to us, we cannot locate the charges in question linked to the email address or physical address provided in her complaint.Because of this, we would ask that ************** 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
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,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 10/06/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. After reading all the terms of an Ancestry subscription services I have found that the extra charge was a cancelation fee. I am accepting this outcome for now, as long as I may reopen my case if Ancestry charges my bank account anymore after this point. If I will not be able to re-open my case at that point I will open a new case if Ancestry charges me ever again, as I have completely closed and deleted my account there.
Sincerely,
***********************Initial Complaint
Date:10/03/2022
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.
Har frskt upp**adera mitt abonnemang men det ** inte. Vad ** jag fr fel? Det ** ut 20 okt i rBusiness Response
Date: 10/04/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 4, 2022
RE: ************************* 18159353
To Whom It May ********************* you for forwarding ****************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
Assistance with upgrading her subscription can be obtained by contacting our Swedish customer support team by emailing *********************************** or calling our phone support center at ************* Monday through Friday from 9 am to 5:30 pm CET.
Additional information can also be found on our website at the following URL:
https://support.ancestry.se/s/article/SE-Uppgradera-ditt-abonnemang
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:10/03/2022
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.
My wife purchased an Ancestry.com membership in January 2022 with the email address ********************* for $109.96. She cancelled the membership months ago, but was still being billed and I overlooked the debits, We were charged $80.75 on April 4, $80.75 again on July 5, and $80.75 today, October 3. I spotted the transaction and my wife immediately cancelled the membership. She cannot find confirmation of the earlier cancellation, so I am willing to chalk that up to user error, but feel that we should at least be refunded the October 3 payment of $80.75 since she cancelled the account today.Business Response
Date: 10/04/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 4, 2022
RE: Mr. ***************************** 18158534
To Whom It May ********************* 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.
As a courtesy to Mr. and ********************, we have issued three refunds in the amount of $80.75 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 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. or ******************** becomes 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: 10/06/2022
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:10/03/2022
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.
On July 5, 2022 I accepted a 14-day free trial from Archives (which was somehow offered through the Ancestry.com website, but is independently operated). The email I received from Archives, included the following: "After the 14-day trial, your Archives membership will commence and you will be billed $9.99/month beginning on 19/07/2022 (unless you cancel). Your membership will automatically renew every month thereafter at the monthly membership rate. Your bank statement will show the charge as "ANC*Archives.com". Visit this page to make a change to or cancel your Archives.com membership, or go to your account"I have now cancelled (via email) three times and received confirmation from Archives, yet they continue to bill my credit card every month. I have been billed on 7/21/22, 8/21/22, 9/21/22 and every time I have sent an email and received a confirmation of cancellation from Archives. Here is the last one I received on August 25: "Hello *****,Thank you for contacting Archives to cancel your membership. We're sorry to see you go! We're happy to help with your cancellation request.Your membership with original receipt number ********* has been canceled. You won't be billed for this membership. To subscribe again, sign in to Archives using the same email address, password, and click Subscribe in the top-right corner of the page. If you need additional assistance, please feel free to reply to this message or call us at *************"I was charged again on September 21, 2022 because they have NEVER cancelled the original trial subscription. They now owe me $29.97 for the three separate charges. Please help before they bill me again on October 21, 2022.Business Response
Date: 10/04/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 4, 2022
RE: *********************** 18156016
To Whom It May ********************* you for forwarding ****************** 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 the account previously cancelled by **************** did not have any current charges within the account. We were able to determine that the account being charged was linked to an email address which was different than the one provided. We have now located the correct account in question.
As a courtesy to ****************, we have issued 3 refunds in the amount of $9.99 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 Archives. 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 **************** becomes interested in researching or saving their family history, they may continue to use the free services found on our websites.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 10/04/2022
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:10/03/2022
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 canceled my subscription and I am requesting a refund because I canceled it so I believe I deserve a refundBusiness Response
Date: 10/04/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 4, 2022
RE: ************************* 18157737
To Whom It May ********************* you for forwarding **************** 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 ************** initiated a free two-week trial on August 18, 2022. Because the trial was not cancelled, it rolled into a paid subscription on September 1st,after which the subscription was subsequently cancelled online.
As a courtesy to **************, we have issued a refund in the amount of $24.99 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 ************** becomes 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:09/30/2022
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 received an email this morning thanking me for my subscription to US Discovery Membership. After talking to someone on "chat" he said I ordered a six-month subscription on August 29, 2022. I DID NOT order this subscription. They charged me $17.49 for the first month. I cancelled the subscription and they then charged me $25.00 for an early cancellation. The chat person said there was nothing he could do because I placed the order 8/29/22. Once again, I did not. I have been a member of Ancestry.com since 2010. Always have enjoyed my membership but I'm reconsidering now. This is not right.Business Response
Date: 10/04/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 4, 2022
RE: *********************** 18150252
To Whom It May ********************* you for forwarding ************** 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 ************ initiated a subscription on August 29, 2022, and chose the semi-annual billed monthly option. Searches were then conducted within her account in order to update her member tree between August 29th and September 11th. The semi-annual billed monthly subscription type stipulates that a $25 cancellation fee will be incurred upon early cancellation or the remainder of the full price of the six-month subscription, whichever is less.
As a courtesy to ************, we have issued a refund in the amount of $17.49 as well as the $25 early cancellation fee 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 ************ becomes 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: 10/05/2022
Complaint: 18150252
I am rejecting this response because: I DID NOT request cancellation from Ancestry.com I requested cancellation from US Discovery Membership which I DID NOT initiate. I am very disappointed as I enjoyed Ancestry.com and building my family tree. If this is how they run their business then I won't be a part of it.
Sincerely,
*******************Business Response
Date: 10/11/2022
Title: *****, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 11, 2022
RE: ******************* -- 18150252
To Whom It May ********************* you for forwarding ************** response to **.
We apologize for any confusion our prior response *** have caused. When a subscription is refunded and cancelled, it does not delete the account. Members *** choose to cancel their subscriptions and come back at later dates as they desire.
Because of this, ************ is still able to sign into her Ancestry account and can start an Ancestry subscription that *** better suit her research needs if she would like to do so.
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at **************.
Sincerely,
*****
Executive Response Team
AncestryCustomer Answer
Date: 10/12/2022
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:09/29/2022
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.
ANC Archives has been charging a monthly fee of $10.88 since January, 2020 up to the present. I did not sign up for this subscription. I asked for a full refund but was told they would only refund 3 months.Business Response
Date: 10/03/2022
Title:******, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 3, 2022
RE: *************************** -- 18148984
To Whom It May ********************* 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 **************** activated a free trial of the Archives monthly membership on January 16, 2020. As part of the sign-up process, **************** indicated that he acknowledged Ancestrys Terms and Conditions.
The Ancestry Terms and Conditions state:
Free Trials: Some of the Services allow you to register for a free trial so you can try the Services before starting a paid subscription. If you register for a free trial, you may cancel at any time prior to two days before the end of the free trial period and incur no charge.If you do not cancel by that time, your paid subscription will start once your free trial period ends...
In this case, since **************** did not cancel his free trial, the subscription automatically renewed and charged the account $10.88 on January 30, 2020.
Our billing system allows us to issue refunds for charges that occurred within the last 13 months. Therefore, as a one-time courtesy to ****************, we have issued an additional refund in the amount of $108.90. 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. The confirmation number for this transaction is 6645589055606305604073.
Unfortunately, as the remaining charges occurred over 13 months ago, no other refunds are available. In light of these circumstances, we would be willing to provide **************** with a complimentary annual subscription to Ancestrys U.S. Discovery membership (a value of $229.00). To take advantage of this offer, we request that **************** respond to us directly at [email protected].
If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at **************.
Sincerely,
******
Executive Response Team
AncestryInitial Complaint
Date:09/26/2022
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.
About a year ago my wife got into ancestry.com. We had it for a month and then we cancelled. About 4 months later, they took money out of my account again, $79.95. I called and they returned this money. About 3 months after they did it again. About 4-5 months later they hit it again.Business Response
Date: 09/27/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
September 27, 2022
RE: ******************************************** 18131236
To Whom it May ********************* you for forwarding Mr.************** ********* 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. Because of this, we would ask that ****************************** please contact us at [email protected] with any of the following information:
Order Number or Cancel Confirmation number
Full Name of Account Holder
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,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:09/25/2022
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.
Date: 4/21/2022 Amount: $34.80 per month x 5 mon. = $174.00 Signed up for Free Trial & no charges if cancelled. I did cancel and I found out they were charging for monthly membership anyway. They said I only cancelled the FREE TRIAL and not the monthly membership. They also said that the monthly membership was not refundable. Therefore they didn't owe me anything. They did cancel the membership.This is a clear cut CON. The only supporting documents that I have is the monthly credit card statement that show the monthly charges. I am reluctant to send them with account information.Business Response
Date: 09/26/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
September 26, 2022
RE: *********************************** 18126934
To Whom It May ********************* 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 ********************** initiated a free trial for a World Explorer subscription and chose the option of a semi-annual subscription billing monthly. The full six-month price for the subscription type chosen was $169, billable monthly at $32.99 per month plus applicable sales tax. The subscription type also stipulates that a $25 cancellation fee will be incurred upon early cancellation, or the remainder of the $169 subscription price, whichever is less.
However, it appears that the free trial was not cancelled and therefore rolled into a paid subscription on April 21, 2022. There was no contact with our customer support center until the recent phone call on September 25, 2022, at which time his subscription was cancelled.
As a courtesy to him, we have issued 6 refunds in the amount of $34.80 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 3-5 business days for these funds to become available within her 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 ********************** 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
Ancestry
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