ComplaintsforAncestry.com

• Initial Complaint

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ancestry.com are scammers. I only registered because of the 14 day trial and I canceled that same day because it wasn’t what I expected and I didn’t want it to auto renewal. However I got charged for it even though I didn’t use it nor want to use it any longer. Relicia was rude and was not empathetic to the situation. I canceled the free trial and didn’t think about double checking for an email confirmation once all the questions were completed. Now I am forced to have ancestry until July 28th.

  

  Business response

  07/05/2024

  July 5, 2024
  
  RE: ******** ***** - ********
  
  To Whom It May Concern,
  
  Thank you for forwarding ********’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.
  
  Our records indicate that ******** initiated a free trial for a World Explorer subscription and chose the option of a six-month subscription billing monthly. The full six-month price for the subscription type chosen was billable monthly at $32.99 per month. The subscription type also stipulates that a $25 cancellation fee will be incurred upon early cancellation, or the remainder of the full subscription price, whichever is less. The following information is provided to the member during the checkout process when ordering the free trial and entering credit card information. It is located above the button clicked on to start the subscription:
  
  “By clicking Start membership, you agree that:
  
  Automatic Renewal: You will automatically be charged $32.99 plus applicable taxes every month during your 6-month subscription. Your subscription will automatically renew beginning December 28,2024 until you cancel. To cancel your subscription, visit My Account or contact us at least two days before your membership renews to avoid being charged for the next billing cycle. After 14 days, if you cancel before the end of your subscription, you may be charged a cancellation fee of up to $25.”
  
  Additionally, this information is provided in the free trial order confirmation email sent to the member after signup in the section detailing the membership they initiated.
  
  However, as a courtesy to ******** , we have made an exception to these refund policies and processed refunds for the charge of $26.32. These refunds have been issued back to the account originally charged. 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 at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Joanne
  Executive Response Team
  Ancestry

• Initial Complaint

  07/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  They have super predatory charging practices to the point that they should definitely have a class action lawsuit filed. I did admittedly forget to cancel until one day after the free trial ended, however there were charges for canceling a “free” trial, the customer service was completely unwilling to hear me out, and they caused an important payment to bounce. The internet is full of stories of people in similar boats with wild charges. They definitely need a lawsuit.

  

  Business response

  07/05/2024

  
  July 5, 2024
  
  RE: ******* ********* - ********
  
  To Whom It May Concern,
  
  Thank you for forwarding ******* *********’s complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.
  
  Our records indicate that ******* initiated a free trial for a All Access Family Plan subscription and chose the option of a six-month subscription billed monthly. The full six-month price for the subscription type chosen was billable monthly at $49.99 per month. The subscription type also stipulates that a $25 cancellation fee will be incurred upon early cancellation, or the remainder of the full subscription price, whichever is less. The following information is provided to the member during the checkout process when ordering the free trial and entering credit card information. It is located above the button clicked on to start the subscription:
  
  “By clicking Start membership, you agree that:
  
  Automatic Renewal: You will automatically be charged $49.99 plus applicable taxes every month during your 6-month subscription. Your subscription will automatically renew beginning December 31, 2024 until you cancel. To cancel your subscription, visit My Account or contact us at least two days before your membership renews to avoid being charged for the next billing cycle. After 14 days, if you cancel before the end of your subscription, you may be charged a cancellation fee of up to $25.”
  
  Additionally, this information is provided in the free trial order confirmation email sent to the member after signup in the section detailing the membership they initiated.
  
  However, as a courtesy to *******, we have made an exception to these refund policies and processed refunds for the monthly charge of $39.83 and the cancellation fee of $25. These refunds have been issued back to the account originally charged. 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 at any time in the future they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Joanne

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My wife purchased us DNA KITS from ancestry.com we received and did our kits on may 28, we then mailed them back on June the 3rd. My wife received her results on June 29th. I called to ask what was going on with my kit on the same day was told they haven’t received it. No big deal they offered a replacement and I said I would prefer a refund for my kit as I would rather 23 and me do to not having to pay a membership to build a family tree. I was then told it would be a $15 restocking fee. The guy I was talking to was kinda rude about it so I asked to speak to his supervisor. The supervisor then informed me I didn’t qualify for a refund and the only way forward was a replacement kit.. I then asked to speak to someone above him.. he told me there is no one above him to speak to. With all that said my first problem is why does it cost half the price to restock a kit that I mail back and they have a tracking number for that kit. Second is why was I first told I could get a refund then i didn’t qualify for one just blows my mind at how a large corporation could do this to a customer.

  

  Business response

  07/08/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: [email protected]
  
  July 8, 2024
  
  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. 
  
  As a courtesy to him, we have issued a refund in the amount of $39 back to the account that was originally billed. The confirmation number for this transaction is***-***-**** The original and replacement kits associated with this transaction have been deactivated and would be unable to be processed. 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 they become interested in researching or saving their family history, they may continue to use the free services found on Ancestry.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Jefferson (6/27/2024, 12:05:47 PM): As per checking here, your AncestryDNA kit was successfully activated on June 10, 2024, and we're currently waiting for the laboratory to confirm that your sample was received. After you put your sample in the mail on the same date it approximately takes 20 business days for us to confirm that your sample has been received. Once it's received, we'll let you know by email when this happens, and then again once the testing of the sample begins for your DNA sample. ******** (6/27/2024, 12:06:16 PM): I need for you to check on this and confirm for me please. This was already lost in the mail once Jefferson (6/27/2024, 12:08:41 PM): We can't confirm that yet that your sample is lost, as we need to follow the standard timeframe for your sample to arrive. Rest assured, once your sample is received, we'll notify you. ******** (6/27/2024, 12:08:59 PM): i would like to speck with management please Jefferson (6/27/2024, 12:10:37 PM): If you wish to speak with us, you can contact our phone support number at ###-###-####. ******** (6/27/2024, 12:11:23 PM): no, please transfer me to your management, I will record this conversation and send to management as well as the BB. Thanks Jefferson (6/27/2024, 12:12:35 PM): Since this is a chat, we don't have the ability to transfer you directly. However, you can call us at the phone number I provided, and our phone agents can guide you to the appropriate department. ******** (6/27/2024, 12:12:50 PM): they have done it for me before, please do so Jefferson (6/27/2024, 12:14:56 PM): We apologize, but for further assistance, you will need to contact us over the phone.

  

  Business response

  07/08/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: [email protected]
  
  July 8, 2024
  
  RE: ******** ******* -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. *******’ complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard. 
  
  Our records show that Ms. ******* received her AncestryDNA kit and registered it online on June 10, 2024. However, it does not appear that her kit was ever received by our lab. In order to allow enough time for a sample to arrive at our lab, we are unable to send a free replacement until at least 20 business days have passed.
  
  As 20 business days have now passed, we would be able to provide a free replacement test to Ms. ******* to obtain a new sample. Therefore, we ask that she please contact our toll-free support line to confirm the address where she would like her new kit sent. When she receives her replacement kit, she will want to register it online and then use the prepaid mailer included to return her sample.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased Ancestry DNA over a year ago because I was interested in the perks and free features that came with it. This features, like trees, ethnicity and shared matches. How can a company sale something based off of features and then suddenly no longer offer those features to customers? I can see if your terms change for incoming customers, state that then, but how can you change terms that have already been agreed upon? I received zero notification of any changes. So now as new matches come in, on the results I already paid for, I can no longer see how we are linked, unless I pay you more? This is like false advertisement or holding my results as a ransom or something. Why am I required to now purchase a membership for something I already paid for under original and different terms? This is wrong and I can see more customers catching on and demanding justice for this issue.

  

  Business response

  05/28/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  May 28, 2024
  
  RE: ******* **** -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. ****’s 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 Ms. **** has had access to DNA results including special features at no additional cost since 2019.
  
  AncestryDNA Plus™ is an affordably priced semi-annual/annual membership that provides access to premium DNA inheritance tools, 40+ personal traits, and new DNA features as they become available. Access to paid records or family trees is not included.
  
  Ancestry has released several new DNA features in recent years. These features were included at no additional cost with an AncestryDNA® test for a limited time while in beta.
  
  The Ancestry Terms and Conditions state:
  
  “…By using any of the websites, services, and mobile apps that link to these Terms and Conditions (the “Terms”)…you agree to these Terms… we provide the Services and the Ancestry Content to you on an “AS-IS” basis, meaning without any guarantee or warranty…We are constantly working to improve our Services. Ancestry frequently runs experiments and tests new features that may not be available to everyone. Ancestry makes no promises that experiments or new features will remain available or be expanded. Ancestry may add or remove functionality or features from the Services, or adjust what services are available based on your account type…”
  
  To purchase or learn more about the AncestryDNA Plus™ membership, we have included a support article with further information below:
  
  ****************
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  05/30/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  The kit was advertised stating the interesting features that came with it. They were not presented as for a limited time. There were several features that were stated to be temporary, but components like ThruLines, and several others were part of the kit and experience. I can see you changing the terms for new customers who agree to the new terms upon purchasing new tests, but how can they advertise something to sell based on these cool features and a year to 2 later take them away and say oh you pay for it now. It’s included then not included. If that’s not bait and switch, I don’t know what is. I agree, if you start out letting customers know what is a sample and what isn’t, there is no confusion after it’s no longer available, but several features were definitely a part of the kit. I was able to see how I was related to a particular person, I was able to even see on which parent’s side we were related. Those features were a part of the kit I purchased. There is absolutely no point in the test because they are charging for basically everything except for the ethnicity and the notification that someone is related to you. Everything that came with it was removed and turned into something customers now needs a membership for. 
  Sincerely,
  
  ******* ****

  

  Business response

  05/31/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  May 31, 2024
  
  RE: ******* **** -- ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. ****’s response to us.
  
  Section 11.1 of the Ancestry Terms and Conditions states:
  
  “We may modify these Terms at any time and agree to notify you of any material changes by posting information through the Services or sending you an email. Material changes become effective thirty days after they are posted, except for changes addressing new Services or legal requirements, which will be effective immediately. Your continued use of the Services means you accept the modified Terms. If you do not agree to the changes, you should stop using the Services and, if applicable, cancel your subscription.”
  
  Our records show that Ms. **** paid a one-time payment of $59 plus shipping in May of 2019 for the processing of the DNA kit in question. Since that time, for the past five years, she has had access to the special features at no additional cost and has had no additional charges to her account.
  
  Last year, when the change was announced, site banners were added to alert members of the change. Depending on the type of update, changes may also be sent out via email or posted on the Ancestry® corporate blog:
  
  ****************
  ****************
  
  We hope this information will answer any outstanding questions and assist Ms. **** with communicating any future updates.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  May 1st $111.99 paid to Ancestry.ca for ************ didn't work. Contacted many times going in circles, Nothing worked.

  

  Business response

  05/22/2024

  Title: ****** **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  May 22, 2024
  
  RE: *************************** -- 21742605
  
  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 show that **************** called our toll-free support line on May 20th and spoke with a supervisor who walked her through downloading the *** file for the return label and instructing her to print the label and drop it off at the post office.
  
  However, if **************** prefers instead to cancel her order and obtain a refund, she may contact us at ****************************************** for a refund.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  05/22/2024

   
  Complaint: 21742605
  
  I am rejecting this response because: This is an unsatisfactory response.  The problems were never corrected including the second label .  Total runaround with fixing the problem was extremely upsetting.  Evidently this label problem has been reported by many others to no avail.  We expect businesses to be easier to deal with. When customers have a problem simply correct it rather than sending messages about how did the agents perform.

  This is deceptive and Canadians do not accept this type of practice.  
  
  Sincerely,
  
  *************************** & *********************

  

  Business response

  05/24/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  May 24, 2024
  
  RE: *************************** 21742605
  
  To Whom It May ********************* you for forwarding **************** response to us.
  
  We sincerely regret any problems **************** has had with printing her label. We have not heard widespread reports of this issue and recommend she check her printer settings, or she may call our toll-free support line for additional assistance at 1-800-ANCESTRY as we are unable to assist within this line of communication.
  
  As a courtesy to her, per her request in her original complaint, we have issued a refund in the amount of $111.99 back to the account that was originally billed. The confirmation number for this transaction is 480334661.Please note that it can take between 5-7 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future Mr. or ***************** become interested in researching or saving their family history, they may continue to use the free services found on Ancestry.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  05/24/2024

   
  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

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Feb 2024 $99.95 May 2024 $99.95

  

  Business response

  05/22/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  May 22, 2024
  
  RE: ********************************* 21742345
  
  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. The account linked to the email address ********************* provided has not been charged since August of 2021. This indicates that the charges are stemming from an account linked to an alternate email address. Additionally, the amount and dates of the charges indicate that it is a quarterly subscription which is only available when ordering an AncestryDNA kit as part of a bundle (DNA kit plus a membership for $1 more as an introductory offer). If the membership is not cancelled, it will automatically renew at the regular price. Therefore, ********************** may wish to consider whether she purchased a DNA kit on another individuals account around November of 2023.
  
  Because we have been unable to locate the charges, we would ask that ********************** please contact us at ****************************************** with any of the following information:
  
  Order Number or Cancel Confirmation number
  Full Name
  Full Address, Including Zip Code
  Any Alternate Email Addresses or Usernames Used
  First Six and Last Four Digits of Card Charged
  Date and Amount of Latest Charge   
  
  If the charges in question went through PayPal, any of the following information may be necessary:
  
  PayPal Billing Agreement ID
  PayPal Invoice Number
  PayPal Transaction Number
  
  Once we have received this additional information, we would be able to revisit the original request.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  05/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My subscription was due to renew on May 17, 2024. Last week, I canceled my subscription using Ancestry.coms website. I went through all the steps they required to cancel, and the site gave a confirmation number and get a confirmation number. On May 17, I was billed via PayPal for $259 for subscription renewal. Today, I contacted Ancestry trying to explain my situation, only to receive a comment that they will not be issuing a refund due to my canceling after the business cycle. There's no way to contact them directly to get this handled. There's only a maze to try and get ahold of someone. This is outrageous because I've been a paying customer in the past for their services.

  

  Business response

  05/20/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  May 20, 2024
  
  RE: ********************* 21727988
  
  To Whom It May ********************* you for forwarding Mr. ****** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  Our records show that Mr. ****** previous subscription period was from November 16, 2023,through May 16, 2024. Therefore, his subscription automatically renewed on May 16th and was subsequently cancelled the next day on May 17th which was the same day the payment was collected.
  
  As a courtesy to **************, we have issued a refund in the amount of $259 back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future ************** becomes interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  05/20/2024

   
  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

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My subscription was due to renew on May 1, 2024. But, i cancelled my subscription using Ancestry.coms website. On May 2, my bank notified me that a charge for ****** was charged against my account. I immediately contacted my bank next to issue a refund due to the nature of this charge that I did not authorize. Since it was useless to request a refund from Ancestry and when i did was told :no refund! My bank issued a refund and the very next day Ancestry charged it back . It seems i am not the only complaint about their unscrupulous subscription tactics. Getting charged for a service I cancelled and will not be using is dishonest on their behalf, to say the **************************************************

  

  Business response

  05/20/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  May 20, 2024
  
  RE: ******************************************** 21722552
  
  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 show that the subscription in question was due to renew on May 13th.Records show that it was not cancelled online until May 14, the day after the subscription renewed.
  
  As a courtesy to *************************************, we have issued a refund in the amount of $169 back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution,depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future ************************************* becomes interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  05/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ancestry.com took money for a transaction that I did not agree to I canceled my subscription with them April 29th 2023 they debited my card for $108 I requested a refund and even tried to reach someone threw customer support with no response I am not happy with the services and they are very expensive unfortunately I can not afford to pay such high subscription fees and I will not be using their services I wish to close my account with them completely as this seems to be a scam .I will be filing a complaint with the attorney general office and the ftc for consumer complaint

  

  Business response

  05/20/2024

  Title: Kaity, Executive Office Response Team
  Contact Phone: ###-###-####
  Contact Email: ******************************
  
  May 20, 2024
  
  RE: ***** ****** – ********
  
  To Whom It May Concern,
  
  Thank you for forwarding Ms. ******’s 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 Ms. ****** has initiated multiple free trials and has had multiple subscriptions linked to her account in the past. At one time, Ms. ****** did have a free trial that she cancelled in April of 2023. However, she then again initiated another free trial a few months later in July and records show that searches were conducted on the website at that time. Her subscription was once again cancelled until another quarterly subscription was re-initiated for $1 on January 17, 2024. This $1 offer was an introductory rate and would automatically renew at the regular price if not cancelled. Because the membership was not cancelled, it automatically renewed on April 17th, but payment was not captured until May 1st. Additional records show that the tree linked to the account was most recently updated on May 4, 2024.  
  
  As a courtesy to Ms. ******, we have issued a refund in the amount of $108.25 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 Ms. ****** becomes interested in researching or saving their family history, they may continue to use the free services found on Ancestry even now after their subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at ###-###-####.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  05/20/2024

  
  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,
  
  ***** ******

*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. ↩