ComplaintsforAncestry.com

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  12.15.2021 Ancestry has a business whereby when you agree to the terms you are agreeing to a recurring charge of $157.94 semi-annually. They will not provide a reminder they are charging your account so you need to remember the exact date to cancel terms. They refuse to refund as I needed the first 6 months for a school project and I paid. I never used it other than a few weeks. There is no benefit to subscribing, this is simply a scam to get your credit card information and charge you without any notification. I requested a refund because I didn't even know I was charged at first and there's nothing of interest or benefit to having a subscription. A representative named *** refused to work with me.

  

  Business response

  12/21/2021

  To Whom It May ********************* style="color: rgb(34, 34, 34); margin: 0px; font-size: small; font-family: Arial, Helvetica, sans-serif; line-height: 15pt;"> 

  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 indicate that the charge in question was for a semi-annual World Explorer subscription which renewed on December 12, 2021.

   

  As a courtesy to Ms. ******** we have made an exception to our policy and have issued a refund in the amount of $157.94 back to the PayPal 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 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 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

  12/21/2021

   
  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

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Ive been charged for the last three months for a subscription that I didnt even ask for. I tried to cancel before the rest charge happened and the website wouldnt let me in. I sent an email to the customer service team and got NOTHING back. Finally got in today no problem?? Cancelled the subscription and on top of everything There is a cancellation fee? Such a scam to pull. They took my card info- then didnt let me back into the account to cancel it. Im telling anyone wholl listen about this.

  

  Business response

  12/15/2021

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: [email protected]
  
  December 15, 2021
  
  RE: ************************* 16348474
  
  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 indicate that ************** initiated an All-Access 14-day free trial and chose the option of a semi-annual subscription billing monthly on July 19, 2021. The full 6-month price for the subscription type chosen was $199, billable monthly at $33.16 plus tax per month. The subscription type also stipulates that a $25 cancellation fee will be incurred upon early cancellation, or the remainder of the $199 subscription price, whichever is less. This information is provided on the checkout screen when a member initiates a subscription or free trial, and is also printed on the bottom of the Free Trial Order Confirmation email that was sent to ************** upon his initiation of the trial on July 19, 2021. Because the free trial was not cancelled, it subsequently rolled into a paid subscription.
  
  However, as a courtesy to **************, we have issued three refunds in the amount of $34.66 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 5-7 business days for these funds to become available within their financial institution,depending on their refund policies and procedures.
  
  Further research into this matter indicated that the authorization for the early cancellation fee failed authorization by Mr. ****** financial institution and was therefore never collected.
  
  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

  12/15/2021

   
  Better Business Bureau:
  
  

  Thanks ancestry

   

  
  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

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hi, I signed up for a free trial and I canceled the rebill of the subscription. However, on December 7, 2021, I was charged $36.10 (order number *********). I reached out to the company to tell them that I did not authorize this charge because I canceled the subscription and i received a response that evaded the issue and said that they do not honor refunds. That is egregious and unacceptable, untolerable, and absurd customer service. ********************** has failed to resolve the issue. It makes no sense to extract money from me after I canceled the rebill for services I will not ever use. That's gouging, extortion and illegal. I will be filing a complaint with the **** and filing a chargeback with my bank if Ancestry does not refund the $36.10. Refunding the money is the only resolution to this case.

  

  Business response

  12/14/2021

  Title: ****** **************** Response Team
  Contact Phone: **************
  Contact Email: [email protected]
  
  December 14, 2021
  
  RE: Mr. ******** *** -- 16345270
  
  To Whom It May ********************* you for forwarding ************ complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
  
  Our records indicate that Mr. *** initiated a free trial on our website on November 22, 2021, and no contact was made, nor online cancellation processed prior to the renewal of the subscription.
  
  However, as a courtesy to Mr. **** we have issued a refund in the amount of ***** 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 Mr. *** 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

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for monthly payments to search. I had no idea I was signing a 6 month contract. Because I canceled I am charged $25 fee. I pay to work on tree for a few months then stop and come again later. I was never charged for canceling before. If I forget to cancel this 6 month at it's end I am automatically renewed a new contract. I am a senior citizen I don't understand any of this. This company is so deceptive. As I am canceling I am being shown information that has never been shown the whole time I was logged in. WHY IS THAT ANCESTRY? Shame on you.

  

  Business response

  12/14/2021

  Title: ****** **************** Response Team
  Contact Phone: **************
  Contact Email: [email protected]
  
  December 14, 2021
  
  RE: ***************************** -- 16342924
  
  To Whom It May ********************* you for forwarding Ms. ******* complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
  
  Our records indicate that **************** initiated a ** Deluxe subscription on our website on October 26, 2021. When signing up for a subscription, members are given the option of a monthly, semi-annual, or annual subscription. If a member chooses the ** Deluxe monthly subscription, the subscription bills for $24.99 per month. However, the semi-annual and annual subscriptions also have the option to **** as a full payment at the beginning of the subscription or **** monthly. If the member chooses to have a semi-annual subscription **** monthly,it bills for only $16.50 per month. However, the member is provided the information that if the subscription is cancelled prior to the six-month time period, a $25 cancellation fee will be incurred or the remainder of the full $99 subscription price, whichever is less.
  
  As a courtesy to ****************, we have processed a refund for the $25 early cancellation fee. The subscription has been cancelled and will expire on December 26, 2021. The confirmation number for this transaction is *********. 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 **************** 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

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have repeatedly asked right after I saw the deal was changed from 30% to 50% but getting nowhere/ I just saw that gift memberships are now 50% off! Mine was 30%!and I ordered it just the day before Thanksgiving and this 50% sale showed up on Thanksgiving day. I would like to have my all access membership credited and given that 50% off, please? I have been a member for years and enjoy my membership immensely. Would you change my fee for the gift verticals to the 50% off instead of the 30% I originally received? Please???*************************** ********************************************* ********** **************************** ************************** I bought the membership at the 30% and exactly one day later the 50% offer was posted. This lady said I never purchased anything but I sent a screenshot that I had. I dont think you want loyal customers I have been a member for years! I have given gift memberships for years! But I am also a senior citizen sieving on just social security! I had NEVER seen a 50% discount and thought the special at Thanksgiving was a great one! But in just 24 hours difference a 50% deal off was offered right after I purchased 30% day Ft deal! I feel since I questioned this as soon as the 50% was offered that I should be considered and given the 50% off! Your company is being quite unfair especially when we his whole world has gone nuts! Would you please reconsider? ?I have been a member for years! I have given gift memberships for years! But I am also a senior citizen sieving on just social security! I had NEVER seen a 50% discount and thought the special at Thanksgiving was a great one! But in just 24 hours difference a 50% deal off was offered right after I purchas d a 30% day Ft deal! I feel since I questioned this as soon as the 50% was offered that I should be considered and given the 5% off! Your company is being quite unfair especially when we his whole world has gone nuts! Would you lease reconsider?

  

  Business response

  12/08/2021

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: [email protected]
  
  December 8, 2021
  
  RE: *************************** 16341331
  
  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 ****************, we have issued a refund in the amount of $77.50 back to the account that was originally billed to account for the sale price difference.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.
  
  As a reminder to ****************, the gift subscription in question is set to be activated on February 15, 2022. We always appreciate any opportunity to assist our members in discovering, preserving, and sharing their family history.
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

  Customer response

  12/08/2021

   
  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

  12/06/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  09/11/21 $21.99 2 7/12/21 $35.69 Ancestry.com Cancelled subscription 3 times now over the past 3 months and still they are taking money for something I haven't used and cancelled before the free trial ended ,hoping this third time it's been cancelled it stays cancelled, rip off company has no way to contact them directly if you chat to them it's a bot so that's no good and if you try ringing their phone number it's not connected , ancestry.com is a sham and a tip off company and should be made to reimburse hard earned money they have taken from me and any other person who has ever been in my situation with this company.

  

  Business response

  12/08/2021

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: [email protected]
  
  December 8, 2021
  
  RE: *********************** 16337004
  
  To Whom it May ********************* you for forwarding Mr.Turners 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 an account linked to the email address claimed nor the charges in question with Ancestry.Because of this, we would ask that **************** please contact us at [email protected] with any of the following information:
  
  Order Number or Cancel Confirmation number
  Full Name
  Full ******** ************** Code
  Any Alternate Email Addresses or Usernames Used
  First Six and Last Four Digits of Card Charged
  Dates and Amounts of Latest Charges
  
  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

  12/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This morning I saw a transaction on my credit card for ****** from Ancestry.com. I realized this is from an auto renewal and I did not want to continue to use their services. As soon as I saw the transaction come through on my notifications I went onto the website to cancel because I did not want this service to continue. I cancelled through the website but that only cancelled them from doing it again next June. I tried navigating the cancellation and refund policies on their website but it was not clear how that worked for cancelling an auto renewal. So then I called their customer service number and the woman told me that there was no way to get a refund even though I'm calling the as soon as the transaction hit my card. She told me she could cancel my account today if I wanted but that would not result in me getting a refund of any of my money. That there is no way to get a refund from them. This feels like an outrageous scam to take peoples money. I did not receive any notice that my account was about to renew. They prey on people to not be paying attention to their renewal date so they can take their money. I want my account to be cancelled immediately and a refund in full from the company.

  

  Business response

  12/08/2021

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: [email protected]
  
  December 8, 2021
  
  RE: ************************* 16326813
  
  To Whom It May ********************* you for forwarding ******************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard.
  
  Our records indicate that a subscription renewal notice was emailed to ******************** on November 1st notifying her of her upcoming auto-renewal and her subscription was not cancelled. Therefore, her subscription automatically renewed on December 2nd per the terms and conditions agreed to when subscribing to our site.  
  
  Furthermore,records indicate that ******************** called our support center on December 4th,and a refund of $199 was issued to her at that time. The confirmation number for this transaction is *********. An ARN (Acquirers Reference Number) was received for the refund transaction indicating that her bank has received the funds. The access to the databases associated with this membership was terminated effective December 4, 2021, and there will be no future billing from Ancestry.
  
  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

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My complaint is as follows; I have been charged monthly for ancestry.com on an email address I don't recall signing up on being that all my DNA info and Ancestry info is associated with my e-mail address *************************** The cost is ***** a month, I HAVEN'T used the account in question ***************************** ever for any of their services at all. I asked for a refund being that I never noticed that they were charging me. The associate for Ancestry.com told me that I had signed up in September 2021 (which I didn't). I am asking that they refund me for the September, October, and November charges they took. It has put me overdraft this month, so it is important that I get these refunds. After spending roughly 43 minutes on the phone with a representative, she had told me she spoke with her manager, and they will refund me the three months in question and that I will be receiving an email at both my personal E-mail ************************** as well as the account email per their SOP (they send to the account email address). I notified them that if I don't receive an email today I will move forward with filing the report through the BBB as I am concerned they haven't done what they had promised me. It has been two days and I still havent received an Email to EITHER email addresses about the refund as promised, I still havent received a refund either. I asked ************** for clarification if I would be receiving a confirmation email for the refund to either or both email addresses, and the rep ASSURED me I would be getting a confirmation email to the email used for the account if not both. I haven't received anything at all yet.

  

  Business response

  12/08/2021

  Title: ********************** Response Team
  Contact Phone: **************
  Contact Email: [email protected]
  
  December 8, 2021
  
  RE: *************************** 16186614
  
  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. 
  
  We apologize for any frustration this situation may have caused. According to our records, we attempted to process three refunds in the amount of $24.99 each. However, the refunds in question are being declined by the members financial institution with the reason code Cardholder transaction not permitted. We have also attempted to push these through our system with the same results.
  
  In this case, we would recommend that the cardholder contact his financial institution with additional questions regarding the release or acceptance of the refunds in question. ******************** may also reach out to us regarding information his bank may release to him regarding this situation at [email protected].
  
  If you have any questions regarding this matter, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  Kaity
  Executive Response Team
  Ancestry

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined ancestry.com in May 2021 for a month. At the end of the month I went to the site and cancelled my membership. In a month the charges from the company still remained. I cancelled another time but they continued to charge me. So I called them, and eventually they gave me 3 months back, but they still owe me several months. The operator said that they werent allowed to go any further back in the system to change things.

  

  Business response

  11/26/2021

  Title:******, **************** Response Team
  Contact Phone:**************
  Contact Email: [email protected]
  
  November 26, 2021
  RE: *************************** 16178842
  
  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 have made an exception to our refund policy, and have issued a total refund in the amount of $80.97 back to the account that was originally billed. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective immediately, and ******************** will have no future billing from Ancestry. Please note that it can take between **** business days for these funds to become available within their financial institution, depending on their refund policies and procedures.
  
  We always appreciate any opportunity to assist our members in discovering, preserving and sharing your family history. If at any time in the future ******************** becomes interested in researching or saving her 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 or any other matters pertaining to Ancestry, please do not hesitate to contact us at **************.
  
  Sincerely, 

  
  
  ******
  Executive Response Team
  Ancestry

• Initial Complaint

  11/24/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After 5 failed attempts the process my ***, I requested a refund for the price of the *** kit. On October 27, 2021 I called Ancestry and was told I would receive a refund in the amount of $68.95 and that it would be refunded to the credit card used to purchase the kit. I was given a reference number of ********. After several weeks, I still did not receive my refund. I called Ancestry again to make sure they had the correct credit card number for the refund. The last four numbers matched so I again waited for the refund to come through. On November 24 I called Ancestry again and was told the refund was made October 29 to my old credit card which is no longer active. When the credit card company was contacted, I was told there was no refund and no activity on the old card and there was no way a refund could be made to that card since it is no longer active. I would just like to receive my refund of $68.95 to the correct credit card.

  

  Business response

  12/01/2021

  Title: ******, **************** Response Team
  Contact Phone: **************
  Contact Email: [email protected]
  
  December 1, 2021
  
  To Whom It May ********************* you for forwarding ************************** complaint to us. At Ancestry, we are committed to providing excellent customer service and hold our customers satisfaction in the highest regard. 
  
  We regret to inform ************************ that his DNA test is no longer eligible for a refund due to the date of the original purchase. Our billing system allows us to issue refunds for charges that occurred within the last 13 months.
  
  However,we have located a more recent purchase from December 29, 2020 and have made an exception to issue a refund of amount of $68.95 back to the account that was originally billed. The confirmation number for this transaction is *********. Please note that it can take up to 7 business days for these funds to become available within your financial institution, depending on their refund policies and procedures. 
  
  We always appreciate any opportunity to assist our members in discovering, preserving and sharing your family history.
  
  If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at **************.
  
  Sincerely,
  
  ******
  Executive Response Team
  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. ↩