ComplaintsforAncestry.com

• Initial Complaint

  07/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been subscribed to Ancestry for months for US and beyond. A few months ago, I couldn't get into my account for double security measures, so a rep. helped me. Today, the same thing happened. I called Ancestry for support, and the message said the wait would be at least 30 minutes. I tried every way to get into my account. I would like a refund for the month of July 2024. Otherwise, I will dispute this with my bank on 7/13/24. I just don't have the patience or ability to jump through Ancestry hoops.

  

  Business response

  07/12/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 12, 2024
  
  RE: *************************** 21952572
  
  To Whom It May ********************* you for forwarding Ms. ******** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  As a courtesy to her, we have issued a refund in the amount of $39.99 back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and there will be no future billing from Ancestry. Please note that it can take between 3-5 business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history. If at any time in the future 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,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  -2024/07/05 -$170 - They Took the money today then said I was not inside there policy 1,i got the free 2 weeks back on May 22 2024, you think they would of charged me 2 weeks from may. Nope they wait a whole other month before they do,I called minutes after the charge went threw asking if they could refund the money as it was my last little bit for food. NOPE says its my fault for not cancelling it well they shouldn't wait almost two months to charge someone. That is horrible customer service

  

  Business response

  07/12/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 12, 2024
  
  RE: ********************* 21946233
  
  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 ************** initiated a two-week free trial of our website on May 24,2024. He was notified that the trial would roll into a paid membership if not cancelled both online and within the order confirmation email he received that day. However, the trial was not cancelled after the two-week time period.Ancestry did not wait to charge his account for the membership. The following are the dates on which attempts were made to collect the funds for his membership. Each time, the authorizations were rejected by his bank. When this occurs, our system automatically continues to attempt a successful charge:
  
  June 8, 2024
  June 14,2024
  June 15,2024
  June 21,2024
  June 25,2024
  June 28,2024
  July 1, 2024
  July 3, 2024
  
  Payment was finally successfully transacted on July 5, 2024.
  
  As a courtesy to **************, we have issued a refund in the amount of $84.99 CAD 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 7-10 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,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To put it on the record: On July 1, 2024 I noticed a charge that was pending on my account in the amount of $239. I contacted Ancestry.com via phone on said date to advise that I never approved any charges or signed up for anything with them, and this was a fraudulent charge. Furthermore, I never received any services for which I was charged for; however, the customer service representative that I spoke to was unwilling to help in any way other than saying "I can cancel the subscription, but that's it." He would not refund me nor could he explain why I didn't receive services with them if in fact I had signed up for a so-called trial.I also sent an email to provide you with the opportunity to make things right, yet five days later, I have not received a response or resolution. To make matters worse, after charging me $239 on July 1, 2024, they had the audacity to charge me again on July 4, 2024 in the amount of $239. Due to these fraudulent charges and the lack of assistance from Ancestry.com or Ancestry PayPal Support, I was short almost $500 on my rent AND my account was overdrafted. I am retired and have a very low income that I must manage very strictly.I'm filing a complaint with for lack of customer service, lack of urgency for fraudulent transactions, and for ignoring my requests for assistance.I am extremely disappointed and hope you will do better in the future.

  

  Business response

  07/12/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 12, 2024
  
  RE: ************************* 21944924
  
  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 a two-week free trial was initiated with Ms. ********* payment information on June 14, 2024. An order confirmation email was sent to her on that date regarding the transaction and informed her that the trial would roll into a paid membership if not cancelled during the two-week period. Because the trial was not cancelled, it rolled into a paid membership on June 29, 2024, and incurred a charge of $239 through her PayPal account. ********************** does not show any additional charges to the account other than the $239.
  
  Our billing records show that ******************** opened a dispute with PayPal associated with the transaction on July 9, 2024. In cases such as these where a customer has issued a chargeback process, we are obligated to follow through on that process. As this process has been initiated, we have cancelled the subscription and ******************** will encounter no further billing.The confirmation number for this cancellation is 486052060.
  
  If ******************* is interested in further updates regarding this chargeback, we would suggest she contact PayPal as they will be able to provide her with answers to any additional questions regarding the status of her chargeback 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

  07/03/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  There is a charge on my credit card for $32.99 on Ancestry.com. My bank said it is a re-occurring charge. I did not sign up for any account with ********************** and the person on the phone was unable/unwilling to investigate further without me giving him the first 6 and last 4 digits of my credit card number. Since the number only has 12 digits, I did not want to do that. The person said on the phone that they were unable to do anything for me. I would like a refund by check.

  

  Business response

  07/08/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 8, 2024
  
  RE: ******************************* 21936802
  
  To Whom It May ********************* you for forwarding ****************** complaint to **. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  All credit card numbers contain 16 digits with the exception of **************** which includes 15 digits. At times, we need additional information in order to locate the charges in question. In this case, we are unable to locate an account linked to the email address **************** provided within her complaint. Therefore, we need the additional information in order to locate the charges **************** is referencing.
  
  Because of this, 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

  Customer response

  07/08/2024

   
  Complaint: 21936802
  
  I am rejecting this response because:
  

  Hello-

  I hear that I will need to provide additional information to resolve this issue. However, I DO NOT have an order number or a cancellation number because I never placed an order or cancelled an order. The charge went through on June 12 , 2024. I am happy to provide a photo copy of the charge on my credit card statement when I return from a long planned trip to ****** (which I am on now) and to make a phone call to provide the required numbers for my credit card. 

  I do hope we can resolve this without me needing to change my credit card number due to fraud on somebodys part who was not me.

   

  Sincerely,
  
  *******************************

  Customer response

  07/08/2024

   
  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.  

  Hello- I appreciate your efforts to resolve my complaint. I did find out what happened from my end, and am glad to know my card information is not in jeopardy. 
  
  Sincerely,
  
  *******************************

• 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

  06/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a problem with the automatic subscription charges that occur without notice. I had purchased a father's day special for my Dad that was supposed to be a 6 month gift. Since then, I have been charged $96.04 twice at unexpected times (without prior notification) and then told afterwards that it's too late to cancel since the charge has gone through. This type of practise is very crooked. I tried to call and speak to someone, was told there is not really anything I can do, no place to leave feedback or reviews (which I later found on my own). Very with the customer service and their lack of desire to rectify the issue. At the very least, customers should receive notice that they will be billed so they can have the chance to cancel.

  

  Business response

  07/08/2024

  Title: ****** **************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  July 8, 2024
  
  RE: ********************* -- 21919786
  
  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. 
  
  Ancestry provides an option for individuals to purchase gift subscriptions for other users which do not automatically renew. These gift subscriptions are purchased from the purchasers Ancestry account and use the recipients email address to which the gift subscription is applied. For more information about Ancestry gift subscriptions, we invite ************** to review the following help article:
  
  ******************************************************************************
  
  However, our records show that ************** initiated an auto-renewing subscription on June 14, 2023, on her own account which was not a gift subscription. The auto-renewing nature of the subscription was provided online during the checkout procedure as well as within the order confirmation email that was sent to her after the purchase. Additionally, emails were sent to her one month prior to each renewal to remind her of the upcoming charges and provided instructions on how to cancel if she wished to do so.
  
  As a courtesy to **************, we have issued a refund in the amount of $96.04 back to the account that was originally billed. The confirmation number for this transaction is 485952952.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 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,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  07/08/2024

   
  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:

  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

  06/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May I opened a trial membership. They did not have the information I was looking for so on the same evening, I went to the accounts tab and cancelled it. I received a form "Sorry to see you go email." Then, on the 19th of the month I was billed not only the $21.99 monthly but an additional and unexplained $25.00. So, I had to stop them in paypal and canceled the membership a second time. They deny the first cancellation and make it difficult for people to cancel their "service" without being charged. A consumer should not have to cancel something multiple times to avoid being charged. I cancelled as their web site instructed the first time (the one they deny) but found the second time that there were additional hoops not mentioned in the first time. One assumes this is so they can make money from people who find, during the trial, that their service is not useful.

  

  Business response

  06/28/2024

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: ******************************************
  
  June 28, 2024
  
  RE: *********************** 21910147
  
  To Whom It May ********************* you for forwarding Dr. ******* 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 **************** initiated a free trial of our website on May 4, 2024,which was scheduled to automatically renew on May 18th unless cancelled. Ancestry did not add hoops to the cancellation procedure between the time that **************** states that she cancelled her membership on the first and second attempts. However, as she describes, there were steps that she missed in her first attempt and therefore, her membership had not been cancelled previous to the renewal.
  
  As a courtesy to her, we have issued refunds for the monthly charge of $21.99 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 **************** becomes interested in researching or saving her family history, she may continue to use the free services found on Ancestry even now after her subscription has ended. 
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

*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. ↩