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
- 843 total complaints in the last 3 years.
- 250 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:08/25/2022
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.
Recently I logged onto Ancestry.com to find out more information. I signed up for the 14days free trial and used their website about 2 times until I realized that there wasnt much information about my family in their system. Therefore before my trial was up. I closed my account completely therefore I would not get charged for a regular subscription. Then on Aug 23 I noticed that I was charged $64 even though I closed my account which would have canceled my 14 day trial. *** tried multiple times to get in contact with them and every time I try I get put on hold forever and never get connected with someone the most I was able to do was chat with a bot. All I would like to do is have a refund and get in contact with someone
Business Response
Date: 08/29/2022
Title:******, **************** Response Team
Contact Phone:**************
Contact Email: [email protected]
August 29, 2022
RE: *************************** -- 17769239
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 on August 8, 2022 ************ started a free trial of the monthly All Access membership. On August 12, 2022 an email regarding the subscription renewal was issued to the email associated with the Ancestry account.
The Ancestry Terms and Conditions state:
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. One free trial per user. After a free trial bills through, no refunds will be issued
There is no record of ************ contacting Ancestrys support services regarding a cancelation request. On August 23, 2022 the free trial period ended and the All Access membership was activated, charging the account a total of $63.59.
As a courtesy to ************,we have made an exception to our refund policy, and have issued a refund in the amount of $63.59 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 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 or any other matters pertaining to Ancestry, please do not hesitate to contact us at **************.
Sincerely,
******
Executive Response Team
AncestryCustomer Answer
Date: 08/30/2022
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:08/23/2022
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.
Have been charged $17,56 since 12/2021. Have requested to cancel several times. The account has never been canceled. Today when I realized I was still being charged, the chat agent was going to charge an additional $25 to cancel the account.Business Response
Date: 08/26/2022
Title: ******, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
August 26, 2022
RE: *********************** -- 17755734
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.
As a one-time exception to ******************* we have waived the early termination fee and have issued a refund of the most recent charge in the amount of $17.56 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 **** 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:08/18/2022
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 have a Semi-annual World Explorer Membership with Ancestry.com under the email **************** username "yo814620". Ancestry.com promotes that you can terminate a subscription within 14 days of your term for a full reimbursement. My subscription was renewed on 08/17/2022. I cancelled my subscription on 08/18/2022 (Confirmation Number 693574554-425094153) and requested a refund via the websites support chat. Notwithstanding, the customer representative refused to reimburse any amount.I request the World Explorer Membership is terminated immediately and that I receive a full refund in the amount of $179.82, which was charged to my PayPal account.Business Response
Date: 08/24/2022
Title: ******, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
August 24, 2022
RE: ***** ***************************************** -- 17734159
To Whom It May ********************* you for forwarding ********************************* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customerssatisfaction in the highest regard.The Ancestry Terms and Conditions state:
Subscriptions Longer than a Month, Billed Upfront:... Except as outlined below, if you cancel this type of subscription before the end of your subscription period, you are not eligible for a refund, but you will retain access to the relevant Services for the remainder of your subscription period, after which your subscription will be cancelled. If your subscription did not begin with a free trial, during the first 14 days of your first subscription term you may either (1) cancel immediately for a full refund and immediate loss of access, or (2) cancel at the end of your current subscription, with no refund. If you do not cancel your subscription within your subscription period, we will renew your subscription for additional terms equivalent in length to your current subscription, until you cancel. After your subscription renews, you are not eligible for any refunds. Refunds are not based on account usage
As a one-time exception to *********************************, we have issued a refund in the amount of $179.82 back to the account that was originally billed. The confirmation number for this transaction is 425094153.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 **** 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:08/17/2022
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.
Was charged $22+ dollars for renewal of a subscription that I did not renew. Now after seeing this, I wanted to cancel this subscription but now they want to charge me $25 to cancel it without any refunds. So now it's costing nearly $50 to CANCEL A MEMBERSHIP that I DID NOT renew. Seriously? ***Business Response
Date: 08/19/2022
Title:******, **************** Response Team
Contact Phone:**************
Contact Email: [email protected]August 19, 2022
RE: ********************* -- 17729211
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 regret Ms. ****** frustrations. Our records indicate that she signed up for a semi-annual billed monthly U.S. Discovery membership on June 16, 2022 for $23.83. The billing cycle of this subscription goes from June 16, 2022 to December 16, 2022. Per the terms and conditions applicable to this membership, to which ************** agreed when she signed up for this service, all Ancestry subscriptions automatically renew, regardless of usage, unless canceled. In this case, since ************** was considering canceling the subscription early, she was alerted that an early termination fee may be applied.
As a courtesy to **************,we have made an exception to our refund policy, and have issued a refund in the amount of $23.83 back to the account that was originally billed. Additionally, as a one-time exception, we have waived the early termination fee. 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 your 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 or any other matters pertaining to Ancestry, please do not hesitate to contact us at **************.
Sincerely,
******
Executive Response Team
AncestryInitial Complaint
Date:08/16/2022
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.
We are in dire need for a Birth Certificate for my cousin, ********************************* I contacted USAVital.com through Ancestry.com, requesting his birth certificate on 20 Feb 2022, paying $47.78 ($27.28 for Birth Certificate, $15.00 for Certificate Processing Fee, and $4.95 for Regular Certificate Shipping).I also had to provide a copy of MY drivers license along with the credit card for this purchase.I have had very little communication from USAVital throughout the 7-months...only when I send an e-mail, as when I call **************, it just goes into a recording that no one ever answers.There are two addresses listed:*** Vital ***************************************************** Archives ********************************************************************* We need his birth certificate, as he has absolutely no proof of who he is and he now is age 71 years old, and it will make it very difficult to bury him, when that time comes, without any identification as he never has driven, and has had very little schooling. He has the mindset of a 7-year old boy instead of a 71-year old man.PLEASE HELP **!!!***************************** ************************************************************************* 304 724 ****Business Response
Date: 08/23/2022
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
August 23, 2022
RE: ********************************* -- 17725207
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 regret any frustration ********************** has experienced due to this situation.
While members are able to place orders through Ancestry for vital documents, USAVital is a separate company and we do not have access to their systems. For any updates regarding vital document purchases, we ask that ********************** contact VitalChek directly at **************.
They will be able to provide her with answers to any additional questions regarding the status of her purchase.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
Date:08/16/2022
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.
Never used this service- sent a request June'21 to have it cancelled, and subsequent 5 emails after. And discovered just again, they have taken another amount off my card. FUMING! Talked to them and just like talking to a robot, don't want to do anything about it!!Business Response
Date: 08/19/2022
Title:******, **************** Response Team
Contact Phone:**************
Contact Email: [email protected]
August 19, 2022
RE: ******************************* -- 17722676
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.
As a courtesy to ***************************, we have made an exception to our refund policy, and have issued a refund in the amount of $97.74 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 your 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 or any other matters pertaining to Ancestry, please do not hesitate to contact us at **************.
Sincerely,
******
Executive Response Team
AncestryInitial Complaint
Date:08/15/2022
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 purchased an Ancestry.com membership for my spouse as a gift. They had my credit card on file and charged it for a renewal, despite the fact it was given as a one time gift. They now refuse to refund the charge and are forcing me to dispute with my credit card company, when they could simply refund the amount requested. These predatory practices are unscrupulous and consumers should be made aware.Business Response
Date: 08/19/2022
Title:******, **************** Response Team
Contact Phone:**************
Contact Email: [email protected]
August 19, 2022
RE: ************************* -- 17719932
To Whom It May ********************* you for forwarding Mr.Rubinsons 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 on August 15, 2022 ******************** contacted our support team regarding his concerns and we were able to resolve the situation.
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: 08/22/2022
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:08/12/2022
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.
Around Feb or Mar 2022, I signed up for a free trial of Ancestry.com. I chatted with a representative to cancel before the trial ended and was first told, no account could be located for me and secondly, that it had been cancelled. Every month after I kept being billed so I reached out on FB and ******* and was told it was cancelled. My bank flagged my account due to the charges. Once again today I was charged *****. So for the past 5 months, I have been billed a total of ****** plus a cancellation fee of *****. I reached out to live chat on the website, and a representative named ********** was not helpful at all and seemed almost rude about it. I explained over and over again what had happened and she kept saying that their policy was to keep billing monthly since there was no record of me calling previously. This is a scam to keep taking people's money after they cancel and the company doesn't send confirmation emails or case numbers for any of the times I have talked to or cancelled. This is ridiculous and I am disputing with my bank AGAIN about unauthorized charges.Business Response
Date: 08/19/2022
Title: ******, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
August 19, 2022
RE: *************************** 17709384
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."
However as a one-time exception for ********************, we have made an exception to our refund policy, and have issued refunds totaling $168.84 back to the account that was originally billed. Please note that it can take between **** business days for these funds to become available within their financial institution, depending on their refund policies and procedures.For ******************** convenience, we have provided an Acquirer's Reference Number (ARN) below. This number is given to our company by a financial institution when they receive the funds; in her particular situation, the number is: 75418232112145524101073.
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,
Rachel
Executive Response Team
AncestryCustomer Answer
Date: 08/22/2022
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 **** appreciate your assistance and the response from Ancestry.com.
Sincerely,
***************************Initial Complaint
Date:08/10/2022
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 paused my account for two months due to not having the funds for extra things during that time. Ancestry unpaused my account at one month and charged me *****. When I called the day it was renewed I was told that even though it was an issue on there end, they could not refund the money. I have never had an issue with this company until now and sadly I will stop using there service. People need to make sure they check their account so they are not fraudulently charged.Business Response
Date: 08/15/2022
Title: ******, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
August 15, 2022
RE: *********************** -- 17701847
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 records indicate **************** chose the option to pause her membership for a one month pause. We apologize for any confusion the renewal may have caused.
As a one-time exception to ****************, we have made an exception to our refund policy, and have issued a refund in the amount of $99.00 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 your 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 or any other matters pertaining to Ancestry, please do not hesitate to contact us at **************.
Sincerely,
******
Executive Response Team
AncestryInitial Complaint
Date:08/09/2022
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.
This company refuses to adhere to their data opt-out policy. I have removed my information from many data brokers online without issue, but Ancestry/Archives.com have made it absolutely impossible. They either completely ignore your opt-out request, or they write back once telling you that they need more of your data and then never respond when you send it.At this point, I have e-mailed them 5 times over the course of three months with no resolution, I sent e-mails to their dedicated "opt-out address" on 5/17, 6/2, and 6/28. After no success, I called their hotline and was advised to e-mail them again at a different address and they would "make sure it was taken care of." It was not taken care of, and I e-mailed them again on 7/18 and 8/7 to - again - no response. Unbelievable that they treat privacy requests with such disdain. I would discourage anyone from doing business with them. But good luck getting your data removed, because they won't do that, either.Business Response
Date: 08/12/2022
Title: ******, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
August 12, 2022
RE: *************************** 17695993
To Whom It May *************************** you for forwarding Mr. ********* response to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
We recognize this has been a frustrating experience and would like to provide further information.
To opt out of living person results on Archives.com, we have included a link below:
https://www.archives.com/optout
Please note if incomplete information is submitted, a requestor may receive an email requesting further information so the opt out request can be successfully completed.
For any records on the Ancestry or Archives site that a requestor may find for themselves, immediate spouse or minor children, they can send the URLs directly to [email protected] for review.
On the Ancestry.com and Archives.com websites, information about people comes from two main sources: people who use our services and public record collections. To the extent that Ancestry has information about living individuals in record collections, that information is compiled from records already made public by government institutions or other groups or otherwise previously published. Since this is publicly available information, we remove such content at our discretion.
To ensure ******************** can review any records he may wish to submit, we would like to offer ******************** with one month of free access to Ancestry. This should enable him to collect the data needed to submit the removal request. If ******************** would like to take advantage of this offer, we ask that he provides his preferred physical address to us directly at [email protected].
This will allow us to create an account for ******************** and provide him complimentary access. After the records have been found, he will be able to completely delete this account from our database.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
***********;
Executive Response Team
AncestryCustomer Answer
Date: 08/16/2022
Complaint: 17695993
I am rejecting this response because: Let me be very clear: I have completed this process MULTIPLE times, and I provided dates for each occasion on which I did so. Despite following the exact procedure outlined, your team never confirms that you've removed my details. I don't want an account, and I don't want business with your company. What I want is my privacy, and that is not being respected.
Sincerely,
***************************Business Response
Date: 08/19/2022
Title: ******, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
August 19, 2022
RE: *************************** 17695993
To Whom It May *************************** you for forwarding Mr.********* ******** to us.
Per Mr. ********* original complaint, a request was made for the removal of some records with information specific to him. Unfortunately, we have been unable to locate his prior requests with the exception of one on June 12th, where we asked for further information in order to fulfill his request. However, we did not receive a ******** to this request.
In light of the circumstances, we have offered to create a free guest account for ******************** with complimentary access to our databases, so that he could provide us with the URLs of the records in question. After the submission of the referenced records, we could queue the account for deletion.
Because of the information stated above, we feel that we have done all we can for this member regarding this particular concern. We ask for a review to be completed concerning the situation, by reviewing the members original complaint and the subsequent ********s to confirm this statement.
If you have any questions regarding this matter, please do not hesitate to contact us at **************.
Sincerely,
***********;
Executive Response Team
Ancestry
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