Complaintsfor23andme

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Initial Complaint
09/09/2024
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 received a 23 and the kit as a birthday gift I completed the kit. I sent it out in the mail early July. I received an email telling me they received it around the third week of July and my results would take approximately two weeks. I received another email telling me my results will be ready by August 10 then another email telling me my results will be ready August 27 then another email telling me my results were pushed out another week. I then proceeded to call them and sat on the phone for a half hour only to be told the same information I received in the email that my results would be processed and they were in Que to be processed, etc. I then asked for a refund because they were prolonging and indefinite timeframe for my results and they were not keeping up their end of their promise to their contract. They refuse to give me my money back said they cannot do that and also said they did not know when they would have results, I asked to speak with the supervisor and the same person. I was speaking with pretended to be a supervisor. I got nowhere with this company and I told him I was going to be contacting the Better Business Bureau because they refused to give me a solution to my problem it is now September 9th and I still do not have neither my results or refund from this company. I would like a solution to this issue whether it be my results immediately or a refund immediately.
Business response
09/16/2024
Hello,
We apologize for the delay in providing you with your results. While results are typically available within 3-4 weeks from the date a sample is received by our laboratory, processing times may vary. Our records show that your results are complete and ready to view in your 23andMe account online.
If you require any further assistance, please do not hesitate to reach out through your existing ticket (#*******) and we'd be glad to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
08/27/2024
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.
We moved to ******* and our internet company changed. Because of this, we no longer can get Time Warner Cable and have no access anymore to our TWC email. I tried to go online and change the email on my 23 & Me account from **************** to my current email and it wouldn't let me because of their 2 step verification (won't allow any other way to send a code except through the email that no longer exists). So, I called the help number and spoke with multiple layers of people who kept saying they could help me. The second ******* "escalation" ******* said she would send me the instructions to fix the email access problem. She did not send an email with this information. I keep going back and forth with them and they will not help me to change the email address to the current one. My son's ancestry information is now held hostage by this company.
Business response
09/06/2024
Hello,
Our records show that you are attempting to access a 23andMe account that was not created under your name or birth date. Before we are able to take any action on the account in question, we must establish the identity and consent of both parties through our ****************** Designee Form process. We are not able to make any exceptions to this process.
A supervisor has sent you another email detailing this process in your existing ticket (#*******). Please locate a new email from *************************************** in your inbox. We look forward to being able to assist you further.
Sincerely,
The 23andMe Team
Initial Complaint
08/19/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On July 29, 2022, I signed up for an annual membership to 23andMe+ for $29.00 per year with an agreement that this subscription would auto-renew at $29.00 on July 28 of each year thereafter. 23andMe then violated this agreement by charging me more than double this amount on July 28, 2024 in the amount of $69.00. They did this without my authorization, and I was never made aware of this increase in price until after the charge was posted. They then refused to issue me a refund when I politely requested after realizing I had been overcharged and despite that I had not even accessed any of their services within months of this renewal. 23andMe is clearly exploiting this auto renewal process to scam its customers into paying more than double what they initially signed up for. In my attempt to resolve this issue, they have only stubbornly and rudely refused all requests to make things right. I communicated my objection to this increased price as soon as I became aware and less than a week from when it was posted to my credit card. As an active duty service member on orders overseas, I am not able to check my accounts frequently. This is a flagrant abuse of my condition while in service to my country, and I strongly object to their conduct as a business, which I find to be unethical and predatory.
Business response
08/30/2024
Hello,
We understand your 23andMe+ Premium membership renewed and you are requesting a refund. We have reviewed your 23andMe account and can confirm a renewal reminder email with the subject line, "A friendly reminder about your 23andMe+ membership," was successfully sent to your inbox on June 28, 2024 at 2:34pm UTC, 30 days before your membership was scheduled to renew. This email also included the price your membership would be renewing at.
Our records indicate that you subscribed to 23andMe+ Premium back on July 28, 2022. When you signed up for 23andMe+ Premium, you were informed that this would automatically renew each year and that the membership is non-refundable. This is stated on the purchasing page as well as the Membership Terms, which you agreed upon when completing this purchase. You can view the Membership Terms here: **************************************************************

According to our records, you cancelled the auto-renewal for your 23andMe+ Premium membership after it had already renewed. You will retain access to the reports and features included in the membership until the end of your billing cycle, on July 28, 2025. At the end of your billing cycle, you will lose access to the 23andMe+ Premium membership reports and features. However, you will still have access to all of the reports and features included in the Health + Ancestry Service.

23andMe+ Premium is non-refundable. Please see our full refund policy at the following link: ***************************************************************************
Sincerely,
The 23andMe Team
Customer response
08/31/2024

Complaint: 22164576

I am rejecting this response because 23andMes business practices are unethical and clearly exploiting customers who are unable to check their accounts frequently. I did not see an email they sent shortly before membership renewal stating they were increasing membership prices, because I have been overseas on active duty military orders. Now, somehowand though I am incredibly busybecause I did not see this email in time, they turned around and charged me more than 200% of the price I agreed to. When I did have time to locate this email, I noticed there was nothing in the subject line about any price increases. It was simply their usual auto renewal notice with a slight, innocuous note buried in the body of their emailso, in other words, very easy to miss even for someone who does have the time to check all their emails everyday. Nevertheless, the auto renewal process should not give businesses a blank check to cash in whatever amount they choose from their customers. Moreover, one party sending an email to another party does not constitute an agreement. I never agreed to this price increase, and I have since lost trust in this business after they have exploited my situation while serving my country. The **** ought to have additional measures added to protect service members from such predatory business practices.
Sincerely,

*******************
Business response
09/06/2024
Hello,
One of our team members has sent a follow-up email regarding your refund request. Please locate a new email from *************************************** in your inbox.
Sincerely,
The 23andMe Team
Customer response
09/12/2024
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
08/10/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Similar to many others, I (account owner) have been locked out of my elderly fathers account. It continuously requests his DOB, then says too many attempts have been made. His account is connected to mine and my minor child. I wish to change his display name, which shows his complete first and last name, to his initials only. This will PROTECT THE IDENTITY OF MY MINOR CHILD, who was DONOR CONCEIVED. I have contacted 23 and mes customer service by email and phone 9 times (all documented) since 4/11/24. I have twice provided copies of my drivers license and my fathers military records as proof of identity. Each time, CS **** express their incredulity that their Top Secret Specialized Team has not yet unlocked my fathers account. Again, these actions are placing the identity of my DONOR CONCEIVED MINOR CHILD AT RISK. It is also noted we are not even able to access the accounts data since we are locked out of the product we paid for.
Business response
08/19/2024
Hello,
We sincerely apologize for the difficulty you're experiencing with this request. A supervisor has reached out to you requesting additional information. Please locate a new email from *************************************** in your inbox. We look forward to being able to assist you further.
Sincerely,
The 23andMe Team

Customer response
08/19/2024
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,

P V
Initial Complaint
08/07/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am not able to request a deletion of my data / account at the company 23andme. The company: 23andme, holds *** and personal information of millions of people. Recently, 23andme had a data breach and lost *** and personal information of their customers. They did not provide any help with addressing possible issues, that they have caused, due to lack of appropriate safety measures. The company claims that they addressed the issues, yet currently their main verification methods is to ask the user for their birthday, which is part of the information that was stolen from their system, and also can be easily obtained from numerous sources. Another way of verifying the identity is by faxing them a copy of photo ID, which I would be very reluctant to do since they already lost the other data before. (Finding a fax in 2024 is also a challenge). Their support is outside of *** and has no direct contact with anyone in the ***. Prior to the data breach 23andme asked the users to establish secrete questions / answers; however, they are not using those methods during the currently used verification process. After the data breach, many users altered their personal information in the 23andme system, hoping that it would be harder to link the *** with a person in case of further data breaches. As a result, currently many users are not able to delete their data or even access their accounts. The customer service from ********************** is not willing to help in anyway. 23andme should be prevented from doing business in ***, at least until they address open security issues outlined above, and customers should be provided with the alternative ways for verification and request of data / account deletion.
Business response
08/15/2024
Hello,
We sincerely apologize for the difficulty you've been experiencing with deleting your account. One of our team members has reached out to you to offer further assistance. Please locate a new email from *************************************** in your inbox.
Sincerely,
The 23andMe Team
Customer response
08/15/2024
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
08/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a member of 23&Me for several years. I saw on TopCashBack which I am also long term member to receive $40 back if you upgrade to ************************* So I spent another $79.99 plus $9.99 shipping to upgrade my service. I received the results, which there was only one. Knowing it was a waste of money I thought it wouldnt be as bad with the $40 back. I contacted *********** and was told 23&Me refused to give $40 back. This is not right especially that the updated version of my DNA was minimal and only tested one more medical result. I want the $40 rebate as promised by 23&Me on TopCashBack site.
Business response
08/15/2024
Hello,
Thank you for bringing this to our attention. A team member has reached out to you with additional information regarding this order. Please locate a new email from *************************************** in your inbox.
Sincerely,
The 23andMe Team
Customer response
08/17/2024

Complaint: 22090744

I am rejecting this response because: I sent you the info to show you owe me refund. Your last email sent to me said you were investigating this. Yet you took refund back. Replace refund to my credit card as I have sent you all the documents proving its owed to me.

Sincerely,

*************************
Business response
08/27/2024
Hello,
As communicated by one of our team members in ticket #******* on August 15, 2024, your chargeback disputing order #***************** of $48.99 has been processed. Funds totaling $48.99 have been returned to the purchasing payment method. We encourage you to please contact ****** if you have any additional questions regarding this chargeback.
Sincerely,
The 23andMe Team
Customer response
08/27/2024
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
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

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