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.
- 251 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:09/08/2022
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.
September 8, 2022 Misleading Free Trial Account Money Spent: $24.99 Business Tried to Resolve: No I contacted Ancestry.com on September 8th to discuss the fact that when you go to cancel a free trial, of course the website tries to get you not to cancel it. However, I remember reading some language on the cancellation page, we will notify you when it is ending so you don't have to cancel now. Therefore, I did not and now I got notification of the first payment. I immediately chatted with a representative who would not honor my refund request because "of the type of account I have" there will no be refunds.
Business Response
Date: 09/09/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
September 9, 2022
RE: ************************* 17933435
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.
As a courtesy to him, 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 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:09/07/2022
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 have been a member of Ancestry for the last 6 months or more. I didn't realize it was on automatic renewal and was charged $229 for a membership I haven't used in months. To me this practice of automatic renewal should be illegal. The consumer should have to signup for automatic renewal if they so choose, but to take money out of a person's account without their knowledge is a crime. I called the day I was charged for the new membership and was told once the automatic payment is charged, there is no refund. I asked why they don't email the customer to let them know a few days before the automatic renewal if made and was told they do send an email. I didn't get one. I checked my inbox, trash, and spam. There was no email to be found. I am out $229 for something I don't use anymore and haven't in months. These people are thieves! They don't appreciate good customers. I would have eventually signed up again when I had time to use it, but that will never happen again. The $229 will be the last dollar they will see from me.Business Response
Date: 09/09/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
September 9, 2022
RE: ********************************* 17931882
To Whom It May ********************* 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 her, we have issued a refund in the amount of $229 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 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: 09/10/2022
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. Ancestry's policy should be changed. My original membership was for 6 months, but I was automatically renewed and charged for one year. It should have been 6 months like my first membership. Thank you for the refund. I sincerely appreciate it, and will eventually return to Ancestry.
Sincerely,
*****************************Initial Complaint
Date:09/05/2022
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 6/20/22 I starter my free trial with Ancestry.com and before the trial ended I called to cancel. Three months later, I check my bank account and I have 3 charges from Ancestry for $59.99 each totaling $180. I then go to my account and see that it was never cancelled like they mentioned so I canceled right away on 9/5/22. I then contacted customer service and they refused to give me a full refund of $180 for the 3 months I was charged. After about an hour, they were able to give me a refund on 2 out of the 3 months I was charged. I still did not get the full refund and would like to get a refund of $59.99 for the 1st month I was charged.My account email is: *********************Business Response
Date: 09/07/2022
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
September 7, 2022
RE: *************************** 17919899
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 **************** began a free trial on June 20, 2022. However, there are no case notes on the account in question to indicate that a phone call was placed for support until he called to cancel on September 5th. At that time, two refunds were provided.
As a courtesy to him, we have issued an additional refund in the amount of $59.99 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 this 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
AncestryCustomer Answer
Date: 09/07/2022
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:08/31/2022
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.
On 6/27/22 I contacted Ancestry about further understanding this 1/2 sibling match and was told that Ancestry would do further testing to compare the match to verify if we were 1/2 sibs or 1st cousins. I spent a long time on the phone with the customer service rep who seemed very knowledgeable informative and helpful. I was so impressed and excited that I would be able to verify this information without calling into question my bio mothers history or shocking the family with the possible news. The customer rep informed me all about the testing and the process, even put me on hold and spoke with the "lab department". I was told an email would be sent for me to authorize the release of my information so the lab could process this request to do a specific comparison of my "1/2 sister and my DNA" and it would be processed as soon as I retuned the email and would take about 3 days to do the testing. I called again 6/29/22 because I had not received the email yet and spoke with another rep who also confirmed this comparison test and reported that the request had not been sent for some reason but that she was doing it now and said that it would take a little while to get the email and then about 2 weeks to process the comparison because the lab was "back logged". I then called 7/12/22 still not ever getting this authorization email for the comparison test and was told that maybe I was confused and or did not understand correctly because Ancestry does not do any test and there is no lab, never has been. I thought possibly that maybe I was speaking to the after hours call center so I called back on 7/13/22 tying to understand how this happened and then was told that they were are still running test and that my report was "not complete" and it would be "update shortly". She further explained that she could not see any of my information and that the only people there that could explain wasAncestry's Genealogists and it would cost $3K to talk to them.Business Response
Date: 09/07/2022
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
September 7, 2022
RE: ***************************** -- 17805860
To Whom It May ********************* 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 office has been in contact with ********************** regarding this matter since August 2, 2022. A DNA match was provided to ********************** as a Close Family First Cousin match. Our system includes a tool by which the estimated relationship can be changed if the member is aware of the true relationship of the match in question. Our records show that ********************** manually changed the match to a Half-Sibling instead of Close Family First Cousin on June 6,2022. She subsequently called our phone support on June 27th and spoke with an agent asking questions about her Half-Sibling match. Because the match had been changed, the agent referred to the match according to what was then showing in the match list.
Unfortunately, ********************** was incorrectly told by the agent that a member of our lab would have the ability to further investigate the issue. However, we informed her subsequently that such a service is not available and forwarded her feedback for agent coaching. Because her DNA kit was purchased through Amazon, we were unable to refund the purchase of her kit.However, because she had purchased a recent subscription from us, we refunded the amount of her most recent charge of $83.15 while still allowing her to access the subscription. Additionally, because complimentary ProGenealogist services are not a part of Ancestrys service offering, we extended an offer for a complimentary semi-annual World Explorer membership (a value of $169).
Therefore, if ********************** would like to accept our offer of the complimentary membership, she may contact us at [email protected].
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryCustomer Answer
Date: 09/09/2022
Complaint: 17805860
I am rejecting this response because Ancestry is attempting to place blame onto me for the completely inexcusable behavior of its staff that has resulted in my family disowning me. The results indicated 69% *** relationship that my known cousin was my 1/2 sibling. I reviewed the information and did research online then contacted Ancestry to learn more about this because of the fact there could be a possibility that indeed this cousin was a 1/2 sibling. My actions to update this individuals "close relationship" to cousin or 1/2 sister had nothing to do with the cruel game that Ancestry's staff felt it necessary to play on me and who knows how many others. Not just one but two staff members on separate occasions went on into great detail how the lab will compare my *** and "cousin/1/2 sister" to isolate and compare the *** connection to determine more specifically. These staff members contacted the lab and gave me time estimates with how this process works after the emailed authorization that would be sent to me is signed and returned to Ancestry for the lab request. They put me on hold to speak with the lab and confirmed my contact information, stated that there is no additional charge and that I would receive the authorization email in the next few days. Once the authorized email was received by them the lab would take a couple of weeks to get back the information because it was a bit backed up with requests. This does not sit well with me at all that Ancestry implied initially that I misunderstood or that their staff member just misspoke maybe or that now because I manually updated the relationship that somehow that caused their staff to maliciously lie to me when seeking information regarding a very sensitive family situation. On several occasions the multiple staff members further wasted my time when attempting to resolve this issue by intentionally hanging up on me when I had requested to speak with a manager or supervisor as well as lie to me as to how to report a complaint. On each 1-3 hour phone interactions I was treated rudely and was lied to. Each and every time their staff completely fabricated lies about information, their policies, what they could see or not see on the computer or in my account...this is just astonishing that these people are allowed to answer the phone! In the meantime with discussing with my family the 69% 1/2 sib vs. 31% cousin *** relationship my maternal biological family has disowned me and I have no family names or information to do any research. As for the paternal side again no information to conduct searches or comparisons. It is not only insulting but cruel to offer access to their library of information now! As I explained how can I do research when I have no information! I feel that it would be fair to credit me for their genealogical services which they will have a record of me contacting and speaking with them while my *** results were pending in which I was told to call back once the results were in. I had intended to pay for the services initially and feel now that Ancestry should offer this service to sincerely attempt to help or accommodate my predicament that they caused in an attempt prove they actually have any regards to their customers. BECAUSE their staff's actions have destroyed any chance for me be able to any casual research it wouldbe the least they could do to help.
Sincerely,
*****************************Business Response
Date: 09/13/2022
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
September 13, 2022
RE: ********************************* -- 17805860
To Whom It May ********************* you for forwarding Ms. ********** response to us. We regret any frustration this matter may have caused ***********************
As previously stated, complimentary ProGenealogist services is not a part of our current service offerings. We have notated Ms. ********** Ancestry account with our offer for a complimentary semi-annual World Explorer membership once her current subscription is up for renewal on November 4, 2022. She may contact us at [email protected] or call our toll-free support number to activate this complimentary subscription within the week her subscription is set to renew.
We provide resources for our customers to conduct research regarding their family connections via our online support articles at support.ancestry.com. In this case, we would suggest the help article Unexpected DNA Matches located at the *** below:
https://support.ancestry.com/s/article/Unexpected-DNA-Matches
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:08/31/2022
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.
Did the 7 day free trial, canceled on day 5. 2 days later get billed for $32.99, immediately login and cancel, and get charged instantly another $25. Contact support, tell them what happened, they ask me to explain my cancellation process. Tell them I clicked cancel account, went to cancel confirm screen, clicked confirm, got screen that told me to enjoy the rest of my trial. They tell me sorry for confusion, but had I confirmed on that screen than I would have actually cancelled. Like are you serious? I got grifted by a multi billion dollar company through are you really really sure you wanna cancel page? GTFOH. This is the lowest form of theft, and how does their support finish the conversation? by sending you a link to legal... as if I'm gonna take them to court. it's free for me to bash them and make social media pages defaming them, and in the US, since they're not a person. I can do that. It's my right. $60 good for them, it'll cost them a h*** of a lot more in the long run.Business Response
Date: 09/06/2022
Title: ******, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
September 6, 2022
RE: ************** -- 17803367
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.
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
Any Alternate Email Addresses or Usernames Used
First Six and Last Four Digits of Card Charged
Dates of Both Charges
If the charges in question went through Paypal, any of the following information may be necessary:
Paypal Billing Agreement ID
Paypal Invoice Number
Paypal Transaction Number
Once we have received this additional information, we would be able to revisit the original request.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
******
Executive Response Team
AncestryInitial Complaint
Date:08/30/2022
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 signed up for a 14 day trial with ancestry at their ***** package on august 5. On august 15 I decided to keep my membership going but at a different package of *****. So I made sure I did that before the trial period was up. I checked my bank statement this morning to find out they did charge me ***** regardless. I went back to manage account and downgraded to see if it would take in affect right away and it said Sept 20 it would. I got on chat with customer service with **** for her to tell me that it would keep me at the package I signed up for at the trial despite changing it. I said that is terribly inefficient for me to Have to then cancel the trial to then resign up for the lower package. It also felt very scammy to have not known that hut also not make the change for me as it is a matter of days this was in affect that I just caught. I like ancestry but that is shady to not have the option to change. I realized it was too much of a package for me but would still like the access to the site at a different capacity.Business Response
Date: 09/06/2022
Title: ******, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
September 6, 2022
RE: ****************** -- 17798328
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 Downgrading Your Ancestry Membership article, provides detailed instructions and additional information regarding our memberships. This article states, "Once your current membership ends (on your "Renews on" date), your new membership will begin. The new membership will automatically renew at the new level." For ******************' convenience, we have included the support article below:
Downgrading Your Ancestry Membership
https://support.ancestry.com/s/article/Downgrading-Your-Ancestry-Subscription?language=en_US
According to our records, a downgrade was not confirmed for this account; therefore, a downgrade was not processed. As a courtesy to ******************, we have made an exception to our refund policy and issued a refund of $59.99 back to the account originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and ****************** will have 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 ****************** would like to sign up with a different subscription, he may do this by following the article included below:
Starting an Ancestry Membership
https://support.ancestry.com/s/article/Starting-an-Ancestry-Subscription?language=en_US
We always appreciate any opportunity to assist our members in discovering, preserving and sharing your family history.
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:08/28/2022
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 husband and I did the AncestryDNA kits and our results were posted. For some reason, Ancestry is combining our DNA results and we are getting DNA matches based on this combination. I have spoken to 3 different representatives and have been told that the way to solve this is to delete our DNA results and redo the tests and that they would ship out 2 kits free of charge for us to do this. To date, each time I call, there is no record of the previous discussions, and have not received the new kits. I want to resolve this DNA confusion so that future generations are not misled by the results.Business Response
Date: 08/29/2022
Title: *********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
August 29, 2022
RE: *********************** -- 17788119
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.
We apologize for any frustration this situation may have caused.Based on the information provided to us, we cannot locate the account in question with Ancestry. Because of this, we would ask that *************** please contact us at [email protected] with any of the following information:
*** Kit Order Number
*** Kit Activation 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 *** kit in question was originally purchased through PayPal, any of the following information may be necessary:
PayPal Billing Agreement ID
PayPal Invoice Number
PayPal Transaction Number
Once we have received this additional information, we would be able to revisit the original request.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
******
Executive Response Team
AncestryCustomer Answer
Date: 08/30/2022
Complaint: 17788119
I am rejecting this response because the issue at hand is not the kit nor the method for which it was paid for. For some unknown reason my ancestry DNA results have morphed into one with my husband's and we get DNA match notifications on my husband's email that are incorrect. I previously discussed this problem with 3 different Ancestry representatives My first phone call was on 7/14/22. My second phone call was with *** who stated she opened case # ******** on 7/25 and stated that we should delete our DNA results and redo them when the new kits arrived, which they have not. I called a third time and spoke with ***************************** on 8/8, who stated he had no record of any of my previous calls or case number but that he would refer the matter to a supervisor and someone would reach out to me within the week to discuss it. I never received a call. So based on the above, I am rejecting their response. I want two new DNA kits shipped to me so that my husband and I can delete the previous results and redo them so that we can trust the results.My husband's Ancestry account is under the email: *********************** My email is ********************.
Sincerely,
***********************Business Response
Date: 09/02/2022
Title: ******, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
September 2, 2022
RE: *********************** -- 17788119
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.
We sincerely regret any frustration caused by this situation. When activating a DNA kit, it is important that each member uses their own Ancestry account. DNA results can then be shared to friends and family.
As a one-time exception, we would like to offer ************** a complimentary replacement test. To ensure she can activate the complimentary test, we request she delete her current results. For further details on how to delete her current results, we have included a link to a support article below:
https://support.ancestry.com/s/article/Deleting-Your-AncestryDNA-Results?language=en_US
Once the results have been deleted, we ask that she contact us directly at [email protected] to confirm her ****************** address.
Additionally, if ************** would like to take advantage of a complimentary replacement kit, we request he also delete his current results and contact us directly by emailing us at [email protected] with his ****************** address. Due to the sensitive nature of DNA information, this cannot be done on his behalf by another individual.
We always appreciate any opportunity to assist our members in discovering, preserving and sharing their family history.
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: 09/07/2022
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:08/28/2022
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 had signed up for a free trial. I went to cancel before the free trial ended and opted to be sent an email to remind me to cancel before being charged the renewal of $24.99. I was just charged for renewal. I never received any email from them reminding me to cancel my membership as it stated when I was trying to cancel before. Spoke with customer service and I do not remember her name but she sat on the phone quiet and would not say anything to me after I told her my complaint and told her I would give them full access to my email to verify that I had never received an email from them to cancel before being charged. I wanted my subscription cancelled and refunded since I never got the reminder email to begin with. And was told I couldnt get a refund because they sent an email reminder that I never received. I could hear the rep laughing at one point as I was telling her my issue. Poor customer service is an understatement. I just want my money back.Business Response
Date: 08/29/2022
Title:******, **************** Response Team
Contact Phone:**************
Contact Email: [email protected]
August 29, 2022
RE: ******************************* -- 17787588
To Whom It May ********************* you for forwarding Ms.******** ********* 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 frustrations that ****************** experienced.
As a courtesy to *****************, we have made an exception to our refund policy, and 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 ****************** will have 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 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: 09/02/2022
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:08/26/2022
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.
I canceled membership yesterday, and i got charged 32 euros of it, then i removed my account from there and i got billed again today as you can see from the receipt. Even though I canceled the membership and deleted my account.Business Response
Date: 08/29/2022
Title:******, **************** Response Team
Contact Phone:**************
Contact Email: [email protected]
August 29, 2022
RE: ***** ******** -- 17779900
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.
We sincerely regret the frustration this situation has caused. In the directions for deleting an account, it states:
"When an account is deleted, if you have a subscription at the time, your subscription will be canceled immediately. No refund is available for monthly subscriptions."
As a courtesy to ***** ********, we have made a one-time exception to our refund policy, and have issued a refund in the amount of $31.00 back to the account that was originally billed. The confirmation number for this transaction is 425737470.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 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:08/25/2022
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.
I cancelled my subscription to Ancestry.com and I find it irritating this company charged me an $25.00 to cancel.
They have received their monthly payment and I cancelled prior to the next payment being due. It is hard to believe this is not more than a way to get one over their customers. I would like to be refunded this amount.Business Response
Date: 08/29/2022
Title:
Rachel, Executive Office Response Team
Contact Phone:
###-###-####
Contact Email: [email protected]
August 29, 2022
RE: **** ******** -- ********
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.
On August 3, 2022 Mr. ******** purchased the semi-annual billed monthly
All Access membership for $46.00. The full length of this membership was from
August 3, 2022 until February 3, 2023 with monthly charges of $42.99 + tax.
The Ancestry Terms and Conditions state:
“…Subscriptions
Longer than a Month, Billed Monthly: Where offered, some subscriptions
longer than a month may be eligible for monthly billing. Even though you will
be billed monthly, you are committing to the entire length of your subscription
(e.g. 6 months or 12 months). Except as outlined below, if you cancel this type
of subscription before the end of your subscription term, you are not eligible
for a refund, but you will retain access to the relevant Services for the
remainder of any paid months (after which your subscription will be cancelled),
and you may be charged a cancellation fee…”
Our records indicate that Mr. ******** cancelled his membership on
August 25, 2022. By canceling his subscription prematurely, Mr. ******** was
charged an early termination fee of $25.00.
As a courtesy to Mr.
********, we have made a one-time exception to our cancellation policy, and have
issued a refund of the early termination fee in the amount of $25.00 back to the
account that was originally billed. 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 you have any questions
regarding this or any other matters pertaining to Ancestry, please do not
hesitate to contact us at ###-###-####.
Sincerely,
Rachel
Executive Response Team
Ancestry
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