ComplaintsforAncestry.com

Genealogy

Additional Complaint Information

Customer Complaint:

Consumers should be aware that Ancestry.com/MyFamily.com uses an auto-renewal process that automatically charges the consumer for another year membership if the member does not cancel prior to the anniversary date. BBB files also indicate this business has a pattern of complaints concerning shipping/handling override coupon codes not being accepted.

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Initial Complaint
09/05/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In June of 2021, I purchased an ancestry *** kit from ancestry.com for $109. After 3 months, I learned today that they took $79.95 from my account without permission. I called them to see why they stole money from me, and was told that I was automatically signed up for a $1, 3 month subscription, that changed to $80 after 3 months. I did not authorize this and was unaware, and they refused to refund me my money. I have yet to even receive the *** kit. They took $189 from me that I'll never see again. This company is a scam!
Business response
09/08/2021
Title: ****** **************** Response Team
Contact Phone: **************
Contact Email: [email protected]

September 8, 2021

RE: Ms. ********************* 15837923

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.

Ancestry regularly provides special sale and bundle pricing to its members when placing an order. At the time of the order in question,Ancestry provided an option to bundle a three-month subscription for $1 as part of the promotion with the information that the subscription would automatically renew if not cancelled. Therefore, as the subscription was not cancelled, the renewal was processed on September 5, 2021, for $79.95. However, as a courtesy to ******************, we have issued a refund in the amount of $79.95 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, 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
Customer response
09/09/2021

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
09/04/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I subscribed to Ancestry.com as a trial but cancelled before the date so i would not be charged a monthly fee. My card was charged for August but i wrongly assumed it would be fixed. When I received a charge for September I called to get my money back. I was not at all polite when *** asked me for proof of my cancellation as he had no record of my cancellation. I told him I wanted two months refunded as they never had my permission to charge me. I have since found the email with my cancellation confirmation #*********-271722801. As *** had all of my membership info and I am sure he could see the confirmation of my cancelling my membership as well. He put me on hold in order to "talk to his supervisor" but said he could not give me his/her name.
Business response
09/07/2021
Title:Hal, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]

September 7, 2021
RE: **** *** -- 15835338

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 previously issued a refund for the ** Discovery Membership purchased in the amount of $24.99 back to the account that was originally billed on September 1,2021. The confirmation number for this transaction is *********. Please note that it can take 3 to 5 business days from the submission date, for these funds to become available within the financial institution, depending on their refund policies and procedures.

We have issued an additional refund of $24.99 back to the account that was originally billed. The confirmation number for this transaction is *********. Ms. *** will have no future billing from Ancestry associated with this account. Please note that it can take 3 to 5 business days for these funds to become available within the financial institution, depending on their refund policies and procedures.

We sincerely apologize for any frustration Ms. *** has experienced in regards to this situation. In light of these circumstances, we would like to offer ************ a complimentary month to our World Deluxe Membership (a value of $39.00). Ms. *** may use this subscription at any time

To take advantage of our offer or if Ms. *** has any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [email protected].

Sincerely,

Hal
Executive Response Team
Ancestry
Initial Complaint
09/02/2021
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On or about August 7, 2021, I signed up for a Free Trial on Ancestry.Com. As soon as I went further into the website, I realized immediately the information they offer was not what I was looking for, so I cancelled the service through their own website. On my August credit card ****, I see that on August 17, Ancestry.com initiated an additional charge for $27.24. Ancestry told me that because I cancelled during the Free Trial period, the cancellation could not be processed, and I owe them $27.24 through September 17. The website states cancellations must be in effect two days before the end of the Free Trial, nothing about the inability/unwillingness of Ancestry.com to process cancellations earlier during the Free Trial period. I would like Ancestry.com to honor my initial cancellation, per the stated verbiage on their website, and refund my $27.24 to my credit card. Thanks for your help!
Business response
09/03/2021
Title:Hal, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]

September 3, 2021
RE: ********************* -- 15827375

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.

In order to further assist **************, we have reached out to her directly via email to request additional information about the charges he has received.

If ************* has any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [email protected].

Sincerely,

Hal
Executive Response Team
Ancestry
Initial Complaint
09/01/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have a subscription for ancestry and I authorized one automatic payment of ***** once a month. They have been charging me double every month for months. They withdraw ***** every month on the 24th and the 30th. I have not been able to go back and even see how long they have double charged me. At least a year. I want them to research and refund me every ***** they have overcharged me. I have reached out to them and they refused to refund my money. Thank you
Business response
09/03/2021
Title:Hal, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]

September 3, 2021
RE: ************************ -- 15812702

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 issued a refund for the unexpected duplicate membership in the amount of $259.87 back to the original payment method. The confirmation number for this transaction is *********. Please note that it can take 3 to 5 business days from the submission date, for these funds to become available within the financial institution, depending on their refund policies and procedures. *********** will have no future billing from Ancestry associated with this account.

Additionally,Ancestry's billing system allows us to issue refunds for charges that occurred within the last 13 months. As the remaining charges occurred over 13 months ago, Ancestry is not in a position to provide any further refunds to ************.

We sincerely apologize for any frustration ************ has experienced in regards to this situation. In light of these circumstances, we would like to offer ************ a complimentary annual All Access Membership (a value of $389.00). ************ may use this subscription at any time.

To take advantage of our offer or if ************ has any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [email protected].

Sincerely,

Hal
Executive Response Team
Ancestry
Customer response
09/03/2021

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
08/30/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I bought an ancestry DNA kit so I could try to find my birth father my mom died last year and never told me, I found out I was Basque and that was the first link that I had to find my birth father but when I got ready to search ancestry removed it from my DNA results and as they say, updated my results I never asked them to do so and they never told me they were going to do that...I paid for a DNA kit not so I could find out who I was not for them to change my DNA I can not find my birth father without the Basque in my DNA results and I have told them to put it back I paid for DNA results, not for updates.
Business response
09/03/2021
Title:Hal, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]

September 3, 2021
RE: ***************************** -- 15814046

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 is always looking for new ways to enhance our customers experiences and we support ************** on his journey of self-discovery. By leveraging improvements in ***, we developed a new algorithm that determines customers ethnic breakdown with an even higher degree of precision.

To estimate ****************** genetic ethnicity, we compare his *** to the *** of thousands of people with deep family histories from specific parts of the world. This group of individuals is called our reference panel.

With this latest update, Ancestry has expanded our reference panel and updated the algorithm we use to generate ethnicity estimates. We have been able to break larger regions into smaller, more precise ones. Additionally, we can get a more precise picture of what the *** fingerprint from each of those regions looks like.

For *************, the *** from closely related regions can be very similar, making it harder to tell them apart. As we get more samples, those fingerprints come into clearer focus and were better able to tell them apart. That can mean more precision and changes to an ethnicity estimate.

If ************* would like more information on how we calculate his *** results and how to download his previous ethnicity estimate, we have included three support articles with further information below:

https://support.ancestry.com/s/article/Ancestry***-Reference-Panel
https://support.ancestry.com/s/article/Unexpected-Ethnicity-Results
https://support.ancestry.com/s/article/Ancestry***-Ethnicity-FAQ

If ************* has any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at ************** or at [email protected].

Sincerely,

Hal
Executive Response Team
Ancestry
Customer response
09/03/2021
I want what I paid for my DNA results put it back you never said anything about advancing or doing this or doing that I want to put it back put it back now but we can just go through the lawyers.!
Complaint: 15814046

I am rejecting this response because:

Sincerely,

*****************************
Business response
09/07/2021
Title:Hal, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]

September 7, 2021
RE: ***************************** -- 15814046

To Whom It May ********************* you for forwarding Mr. ****** response to us.

Per Mr.****** original response, a request was made for his previous AncestryDNAethnicity estimate results to be permanently restored to his account.Unfortunately, we are able to fulfil this request because at Ancestry we strive to provide the highest quality and most precise DNA results by providing a yearly update to each member's ethnicity estimate. Therefore only the most updated results will be permanently available on their account.

In light of the circumstances, we have provided information on how we calculated ***************** DNA results and instructional steps on how to download the previous version of his ethnicity results. Because of this, we feel that we have done all that we can do for ************** and ask that a review be completed concerning the original complaint and all previous responses to confirm this statement.

If you have any questions regarding this or any other matters pertaining to Ancestry,please do not hesitate to contact us at ************** or at [email protected].

Sincerely,

Hal
Executive Response Team
Ancestry
Customer response
09/07/2021
I paid $100 to have my DNA done pictures of research how can I find my birth father without the Basque ethintesey furthermore I was never told they were going to change my DNA I don't want to read any article about what they are doing I was never told they were going to do that and I need their attorneys number.
Complaint: 15814046

I am rejecting this response because:

Sincerely,

*****************************
Business response
09/08/2021
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]

September 8, 2021

RE: ********************************* 15814046

To Whom It May ********************* you for forwarding Mr. ****** most recent message to us.

According to our records, Mr. ****** AncestryDNA order was placed on June 16, 2020. Our billing system allows us to issue refunds for charges that occurred within the last 13 months. Therefore, due to the circumstances and as a courtesy to *************, we are willing to offer a free semi-annual World Explorer subscription (a value of $149) when his current subscription is up for renewal in January 2022. To accept this offer, ************** *** contact us at [email protected] a few days before the end of his current subscription to apply the offer to his account.

We would also like to offer ************** further information on how he *** continue researching his paternal line through his current DNA results. He *** be interesting in utilizing our Shared Matches feature in order to filter the Ancestry members who match specifically to his paternal line, many of whom *** have public member trees he *** review. We believe the following help articles from our site *** assist ************** further:

https://support.ancestry.com/s/article/AncestryDNA-Shared-Matches
https://support.ancestry.com/s/article/Finding-Biological-Family

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
09/13/2021
The reason I'm rejecting this offer is due to the fact they will not put my DNA results back to the original DNA results, I paid for my DNA results not for them to keep changing my DNA I will only accept this offer if they put back my original DNA results.!
Complaint: 15814046

I am rejecting this response because:

Sincerely,

*****************************
Business response
09/14/2021
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]

September 14, 2021

RE: ********************************* -- 15814046

To Whom It May ********************* you for forwarding Mr. ****** response to us.

Per Mr. ****** original complaint, a request was made for Ancestry to reinstate his original ethnicity estimate in his DNA results. Unfortunately, we are unable to fulfil this request because our members DNA ethnicity estimates are updated from time to time based on advances in DNA science and an increasing number of samples in our reference panel. With each update, we continue to add new regions, making the results even more precise.We are unable to opt any one user out of the updates.

In light of the circumstances, we have offered ************** a complimentary semi-annual World Explorer subscription (a value of $149) along with additional assistance in continuing his DNA research through his current results.

Because of the information stated above, we feel that we have done all we can for this member regarding this particular concern.We ask for a review to be completed concerning the situation, by reviewing the members original complaint and the subsequent responses to confirm this statement.

If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Customer response
09/14/2021
I will be looking into filing fraud charges against ancestry.com I did not ask to change my DNA that's something they get on their own paper DNA results that's what you should expect I want any correspondence must be made through their attorney's office
Complaint: 15814046

I am rejecting this response because:

Sincerely,

*****************************
Initial Complaint
08/28/2021
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This silver state schools credit union should be exposed to the entire public and should be forced to repay me for the money they illegally took from my account. They are liars and thieves and should be exposed as such. They even refuse to send me my receipts with my total balance on them please expose them so they wont be cheating anyone else
Business response
09/02/2021
Title:Hal, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]

September 2, 2021
RE:************************* -- 15787334

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.

In order to further assist **************, we have reached out to him directly via email to request additional information about the charges he has received.

If ************* has any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at [email protected].

Sincerely,

Hal
Executive Response Team
Ancestry
Initial Complaint
08/22/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I have asked Ancestry.com on more occassion to cancel my membership and physically went in and cancelled it myself. I have been charged more than once over the past few years when I only want the Free account. I don't use this service and I have complained in the past to be told my account cancelled and then they keep charging me. I am owed at the least $198 because I first complained in February. They reimbursed and then went on to charge me again in February a few weeks later. I want my credit card removed from their records and a reimbursement for the $99 they charged me in February and again on 8/12.
Business response
08/25/2021
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]

August 25, 2021

RE: ********************************* -- 15788610

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.

Records of the account in question do not indicate any contact from ********************** since November of 2019. However, as a courtesy to her, we have issued two refunds in the amount of $99 each 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 the renewing subscription has been cancelled. 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.

All information related to ********************** payment details have been queued for deletion and will be completely removed from our systems within 30 days. We can confirm that the account is inactive, and there will be no future billing unless she decides to make a purchase and re-enter her payment information.

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 or any other matters pertaining to Ancestry,please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Initial Complaint
08/22/2021
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Ancestry.com is purposefully misleading I went through all their windows las month to cancel my subscription. Today I find yet again they have charged me so I had to go through ALL THE WINDOWS AGAIN to cancel to only have them try to sell me another package. So now my account is down ***** USD because their system couldn't get it together and made it bear impossible to cancel their service. But the make it also so it's near impossible for you to get a refund.
Business response
08/25/2021
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]

August 25, 2021
RE: ************************* -- 15787527

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.

We appreciate the feedback and suggestions **************** provided concerning our online cancellation process. Her feedback is being shared internally as requested for further review and consideration.

As a courtesy to her, we have issued a refund in the amount of $49.99 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 **************** 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 or any other matters pertaining to Ancestry,please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Initial Complaint
08/21/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Archives.com (owned by Ancestry.com) keep my account open even though I cancelled it right after I used it for the first time. I cancelled it again just now because they keep billing my AmEx card monthly. I have not signed on since my free trial because I cancelled the service. I would like all my money returned to me.
Business response
08/25/2021
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]

August 25, 2021

RE: ***************************** -- 15786648

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.

In reviewing the information associated with this account, it appears that chargebacks were submitted for the charges through Mr. ******* credit card company. In cases like these where a customer has initiated a chargeback process, we are obligated to follow through on that process. As this process has been initiated, we are unable to issue refunds for the charges in question, but can confirm that we have cancelled the subscription and that he will encounter no further billing.

If *************** is interested in further updates regarding these chargebacks, we would suggest contacting his financial institution as they will be able to provide him with answers to any additional questions regarding the status of the chargeback requests.

If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry
Initial Complaint
08/19/2021
Complaint Type:
Billing Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased 2 *** kits from Ancestry and have been charged ***** for years. I canceled it over a year ago and am still being charged on my credit card. I called yet again and was told I don't have an account with them. I said why am I being charged then. They wanted to know who I purchased the *** kits from. I said from you. I finally got a confirmation # for cancellation of my nonexistent account by telling them what credit card was being charged. I asked for a refund as I had previously. I was told that because I didn't have an account that was not possible. Really???? One of the kits has still not been used. My oldest son used his which did not give him much information. I really don't understand. I don't look at my bank statements closely enough and a $***** really didn't increase my balance enough to catch my eye. Never again. I'm going back to paper statements so I will be able to have records to look at. Online banking is to hard to scrutinize. Ancestry.com is hard to cancel.
Business response
08/25/2021
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]

August 25, 2021
RE: ****************************************** 15780215

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. 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 Address, Including Zip Code
Any Alternate Email Addresses or Usernames Used
Last Four Digits of Card Charged
Type of Card
Date and Amount of Latest Charge

Once we have received this additional information, we would be able to revisit the original request.

If you have any questions regarding this or any other matters pertaining to Ancestry,please do not hesitate to contact us at **************.

Sincerely,

Kaity
Executive Response Team
Ancestry

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