Complaintsfor23andme

DNA Testing

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Complaint Details

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Initial Complaint
06/27/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am locked out of my account and they are holding my DNA hostage.I used a pseudonym because I was nervous about a leak. In the end there was a leak and now they are not letting me into my account even though I suggested numerous ways of verifying my identity. I am attaching threads from other customers experiencing the same problem. This is a company wide issue affecting many users.I tried to fix the problem by email and over the phone and I have attempted to do this many times since I initially was locked out after the breach.
Business response
07/12/2024
Hello,
Your request has undergone extensive review by our team. We have been unable to verify your identity as the owner of the account in question and therefore cannot ***** you access. Per our Terms of Service, customers must provide true registration information in order to participate in our service. In other words, you must use your true name and birthdate when you create your account and register your kit.

We sincerely apologize for any frustration this has caused. Please understand that these protocols are in place to protect customer information and ensure that only the account owner can gain access to the account.

Sincerely,
The 23andMe Team
Customer response
07/14/2024

Complaint: 21911941

I am rejecting this response because: I have been able to prove it with my phone number, address, and email address.
If I had given my true name then my DNA would have been leaked with my name attached.

Sincerely,

*************************
Business response
07/22/2024
Hello,
We do apologize for any frustration this process may have caused. Please understand that these protocols are in place to protect customer information and ensure that only the account owner can gain access to the account. We are unable to make any exceptions.

Sincerely,
The 23andMe Team
Customer response
07/22/2024

Complaint: 21911941

I am rejecting this response because:
Am I correct in understanding that you are refusing to give me control over my own DNA? I am unable to log in in order to revoke access to my DNA or change permissions. This is illegal.

Sincerely,

*************************
Business response
07/29/2024
Hello,
One of our supervisors has reached out to you directly via email to provide additional options for verifying you as the owner of the account in question. Please check your inbox for a new message from **************************************** We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Customer response
07/30/2024
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, but the issue won't be totally resolved until I have access to my account.

Sincerely,

*************************
Initial Complaint
05/14/2024
Complaint Type:
Product Issues
Status:
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.
Im wondering why my complaint was closed when its not a duplicate! Complaint #********. This is the first time *** wrote in about 23 and me reporting my DNA incorrectly. Thanks!
Business response
05/20/2024
Hello,
We understand that you have questions regarding your reports. Our records show that you've already contacted our ************* team and a team member last responded to your ticket on April 3, 2024. If you require further assistance, please contact us again at *************************************** and we'd be happy to assist you further.
Sincerely,
The 23andMe Team
Customer response
05/21/2024

Complaint: 21713039

I am rejecting this response because: They are not putting my DNA profile/report back to where it was when I first signed up! (Before they had the breach and someone changed my matches) All they have to do is look in there files and put/upload my original DNA report. They are not taking responsibility for this nor are they wanting to correct something that should be so simple on their end. I feel like they are not bringing the right people to the table to correct this.

Sincerely,

*************************
Business response
05/29/2024
Hello,
We understand that you are noticing discrepancies in your relationship predictions. Please note that the recent security incident would not have changed your 23andMe reports. However, based on your correspondence with our ************* team, we understand that the predictions you received from 23andMe do not match the predictions made by another genetic testing service. It is not uncommon to see slightly varying results between our interpretation and a 3rd party's interpretation as different services may use different segment matching algorithms to assign relatives.
The relationships appearing in DNA Relatives are predictions meant to provide you with a starting point to learn more about your relationships with other 23andMe customers. It's important to understand that the genetic relationship underlying each relationship prediction is highly accurate. Even if we predict an incorrect relationship, we still know with very high certainty that the percentage of DNA you share with your matches is accurate. In some cases, however, there may be other relationships that share that same percentage of DNA.

If you already know the correct relationship, you are able to edit the predicted relationship within your own account. If you do not know the correct relationship, the best way to learn more is by contacting your matches directly from within your account. You can edit relationships as well as contact your relatives from the Compare page in DNA Relatives.
We hope this information helps. If you need further assistance, please don't hesitate to contact us again at ***************************************.
Sincerely,
The 23andMe Team
Customer response
06/04/2024

Complaint: 21713039

I am rejecting this response because: This report needs to be escalated to the Executive team and the CEO. I'm asking 23 and me to go back and look at my original DNA sample then they will see what I am talking about. There was a change that occurred between when I submitted my DNA and now. Someone within the 23 and me team has changed my DNA profile. If 23 and me no longer has my original DNA report, which I would find that hard to believe when I would think they would have to follow some type of federal regulations/guidelines. Then I feel they should send me a free kit and I will submit a new DNA and prove to them that their system is incorrect.

Sincerely,

*************************
Initial Complaint
05/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I registered for the services from 23andMe and paid for the *** testing and access to the website. Since then I have changed my email address and no longer have access to the old email address. I used to login into my account for 23 and me after several attempts and several months of requesting help and service to get my account reestablished with my new email address 23andMe has to yet to resolve the issue. After six weeks or more, they sent me an email with a document to sign. I signed the document and they responded that it needed to be an actual physical. I printed the document I signed it with physical blue **** as they suggested because they would not accept an electronic signature, which is ridiculous this day and age. I still have not heard back. I still have no access to the website to the services that I Paid for. I have tried to call their customer service several times with no response no connection. I have emailed over and over with no resolution.
Business response
05/06/2024
Hello,
We sincerely apologize for the delay on following up on your request. A team member is currently reviewing the documentation you submitted. We will respond to you via your existing ticket (#*******) as soon as we have completed the email change on your account.
Sincerely,
The 23andMe Team
Customer response
05/06/2024

Complaint: 21666736

I am rejecting this response because:
Id like a refund or a partial refund or access to the premium service. I was unable to access my account for almost a year and would like to be compensated for that.
Sincerely,

***********************
Initial Complaint
04/25/2024
Complaint Type:
Product Issues
Status:
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.
I canceled this service last December. I filed a complaint with the BBB. I was told it was canceled and I have no access to their program. I just got charged through PayPal $69.00 . I want a refund and I want nothing to do with this company.
Business response
05/01/2024
Hello,
Our records show that one of our team members was able to assist you through your existing ************* ticket (#********. If you require further assistance, please don't hesitate in responding to your ticket or contacting us at ***************************************.
Sincerely,
The 23andMe Team
Initial Complaint
04/14/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have an account with 23 and me and the account was linked to my work email, because I did not have a personal email at the time. I have since retired and I now have a personal email address.I have tried a number of times, unsuccessfully, to change my email address on my account, however, I cannot log into my account to change it.I contacted 23 and me customer service over 4 months ago and submitted all of the required documentation, along with my signature, for them to make the change. I am STILL waiting for them to change my email so that I may access my account. I think this is a ridiculous amount of time to wait for something so simple that it should only take 5 minutes. I have been very patient until now, but Im starting to get very annoyed.
Business response
04/15/2024
Hello,
We sincerely apologize for the delay in following up on your request. Our team is currently reviewing the documentation you submitted and will reply to your existing ticket (#*******) to confirm when we have updated your 23andMe account email address. We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Customer response
04/16/2024
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
04/13/2024
Complaint Type:
Product Issues
Status:
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.
I purchased my pkg from 23andMe in January of 2024. I followed the instructions and mailed it according to the instructions. As of this date, April 13,2024, I have not received my results. I called the number in the instructions package and spoke to a gentleman named ******. He said they had no record of receiving it. I got a proof of delivery from my post office stating that it was delivered Feb. 22, 2024. I called ****** back; they said they had not received it. It was mailed to Burlington, **. I would like this matter resolved and get a refund of $219.20. Please let me know what I should do next. Thank you
Business response
04/15/2024
Hello,
In reviewing the information you have provided about your order, we can see that you purchased your kit from a third party not authorized by 23andMe to sell our ************************* As the seller is not associated with 23andMe, and we cannot provide you with a replacement kit or refund on this purchase. If you would like a refund, we recommend contacting the seller directly for further assistance. If they are unable or unwilling to assist you, you may wish to contact your card company directly to file a payment dispute. If you have further questions, please respond to your existing ticket (#*******). A supervisor has also sent you a follow-up email. Please locate a new email from ***************************************.
Sincerely,
The 23andMe Team
Initial Complaint
03/14/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
after reading the other complaints, this is the same complaint that everyone else is having, being locked out of my account. they have sent a resent email that was blank, nothing in it, ow does one supposed to reset from a blank page. they keep saying check the provider but that is DEFINITIVELY NOT THE PROBLEM!!! ALL I WANT IS THE PRODUCT I PURCHASED!
Business response
03/18/2024
Hello,
We are sorry to hear that you have not been receiving our password reset emails. Our email delivery logs show the password reset email was successfully delivered to your email inbox. We would be happy to update your login email address if there's a different email address you have access to and would be interested in using to log in to your 23andMe account. One of our team members has reached out to you again with this information via your existing ticket (#*******). Please locate a new email from **************************************** We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Customer response
03/19/2024

Complaint: 21432097

I am rejecting this response because:
I have received a couple of "reset" messages, but there was nothing in them to reset! I even sent one back to show you nothing was in it. i have gone through all emails and it is set to receive your emails, so why not try sending a reset with something in it. I haven't had any problems until recently. so the issue is; what is your problem? At this time I regret ever using your "service", and will not recommend it at all at this time. YOU ARE THE ONLY ONE I AM HAVING A PROBLEM WITH AS DOES NUMEROUS OTHERS. so PLEASE try sending another reset, or just accept the password i have used for YEARS!!!!!! or just mail all this personal information. WHY IS THIS SUCH A MONSTER PROBLEM FOR YOU PEOPLE????
Sincerely,

*****************************
Business response
03/26/2024
Hello,
Our records show that one of our team members was able to assist you with logging into your account. If you require any further assistance, please feel free to respond to your existing ticket and we'd be happy tp assist you further.
Sincerely,
The 23andMe Team
Customer response
03/27/2024
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
03/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
23andMe charged me for an annual membership that I did not authorize. I did not set my account to auto renew but my credit card was charged for $69. I emailed the company and they refused to refund the membership even after I explained that I did not authorize the renewal and that there wasnt any notification of any sort via email or from the app that my account was set to auto renew.
Business response
03/18/2024
Hello,
We understand that your 23andMe+ Premium Membership renewed and that you'd like a refund. One of our team members has reached out to you via email to provide you with further assistance. Please locate a new email from **************************************** Your ticket number is #*******.
Sincerely,
The 23andMe Team
Customer response
03/19/2024
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
03/05/2024
Complaint Type:
Product Issues
Status:
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.
The payment was done on 11/26/2023, in December I request my raw data because it cannot be downloaded on their site. They responded to my request asking me for the address and the last 4 digits of the credit card to verify my identity, which I provided. Since then, I have emailed them like 5 times to follow up on this and I get no response. I sent another request to make sure it wasn't closed or something and still nothing. They are just ignoring me and like they are hiding something. This is my darta and it should be available upon my request, but they are handling a shady business. I pay for the premium membership and I am not treated respectul or getting what I paid for and I am entittled to get. If they cannot send me my data then I should get a refund. Simple like that!
Business response
03/08/2024
Hello,

We sincerely apologize for the delay in responding, as we have been experiencing an increased volume of inquiries. You now have the ability to download your raw genotype data* file within your account after verifying your profile birthdate. A response has been sent from your existing ticket (#*******) with more information. Please locate a new email from ***************************************.

Sincerely,
The 23andMe ********************** has undergone a general quality review however only a subset of markers have been individually validated for accuracy. The data from 23andMes *************** feature is suitable only for informational use and not for medical, diagnostic or other use. Consult with a healthcare professional before making any major lifestyle changes.
Initial Complaint
02/28/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been writing back and forth with someone from 23andMe for ****** to my own raw data. I wrote to them THROUGH the app after SIGNING IN to my account. They wrote back telling me I didn't write to them from the email address attached to my account (It was a form in their app) They requested personal info and a copy of my ID (to which I do NOT feel comfortable giving them - especially when they don't even have my email address right) They finally sent me an email to an address they said was the email on file (it is my email address but not the one attached to my account - I double checked- I would like to know how they got ****** to that extra information!) They said if I responded to that email they would ***** me ******. I did respond by answering all of their questions and sent it back through BOTH email addresses and they DIDN'T ***** ****** instead they are insisting on getting ahold of my personal ID. I've answered all their questions (other than *****ing them ****** to an picture of my personal identification) I asked them to call me - they didn't I called them - waited on hold for over 30 minutes just to have them hang up before answering the call. (this happened TWICE)they no longer answer any emails from EITHER of my email addresses. I just want my raw DNA or a refund
Business response
03/07/2024
Hello,
We apologize for the difficulty you experienced so far. You now have the ability to download your raw genotype data* file within your account after verifying your profile birthdate. A team member has sent you a follow-up from your existing ticket (#*******) with more information. Please locate a new email from *************************************** in your inbox.
Sincerely,
The 23andMe ********************* has undergone a general quality review however only a subset of markers have been individually validated for accuracy. The data from 23andMes *************** feature is suitable only for informational use and not for medical, diagnostic or other use. Consult with a healthcare professional before making any major lifestyle changes.
Customer response
03/11/2024
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. Too bad it took going to the BBB to get this resolved. And still a little troubling that they had access to info I didn't give them.

Sincerely,

*****************

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