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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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I received a DNA testing kit for Christmas of 2020. After submitting my DNA, the results came back a couple of months later and the test had failed. They sent me a replacement, which then took a couple of months only to fail again. This third time, I received another failed test. After following all proper procedure, they have failed to provide me with a result. I asked for a refund in order to bring my business to another provider, but they will only give me tips on how to get another replacement and provide a "proper sample". I do not believe that I have provided an improper sample at any time, and review and match all instructions given on the box. I do believe that they are handling my issue properly as they are not directly trying to help me get a proper and expedient sample, nor are they offering compensation for the months of issues I have had to deal with.
Business response
08/25/2021
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
August 25, 2021
RE: *************************** 15778537
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 *********** is not the original purchaser of the *** kit in question. Because we must provide refunds back to the original method of payment, we are unable to provide a refund in Mr. ***** case. Additionally, we show that a free replacement kit was accepted on August 19, 2021, which is usually received within **** business days.
When his replacement kit arrives, he will need to activate it online and he may track the status of his kit as it is processed by following the directions in the *** below:
https://support.ancestry.com/s/article/Ancestry***-Test-Status
Research into his previous tests indicate that there was not enough *** in his previously submitted samples. In order to assist him in using the purchased product more effectively, we would recommend rubbing the outsides of the cheeks before producing the sample which will provide more skin cells and may obtain better results. More information can be found in the following ***:
https://support.ancestry.com/s/article/Replacing-an-Ancestry***-Kit
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
AncestryInitial Complaint
08/19/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
As with most, I went through the free trial of ancestry.com and had them auto renew for 6-months. Cancelled for the second 6-month auto renew and they still charged my card on file. They do make it difficult to cancel as I waited on the phone for 30mins only to be disconnected and again for 15mins to be disconnected again and most links on the website that point you in the direction to cancel are broken links. Requested a refund via email for the amount charged and have not heard anything from the company. Poor customer service.Business response
08/25/2021
Title: ********************** Response Team
Contact Phone: **************
Contact Email: [email protected]
August 25, 2021
RE: ***************************** 15778014
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 ******************** called on August 19, 2021, and a refund was processed on that date for $149 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 on that date, 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 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
AncestryInitial Complaint
08/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I am being charged by Ancestry.com for subscriptions I no longer have. Any and all accounts I have made with them are listed as "Registered Guest" on the accounts page. Last time I addressed this with them was 6 months ago (bi-annual renewal) and I thought it was fully cancelled that time. I have not even signed into the site itself in probably that same time, only now since seeing the charge on my bank statement of $149.00. I would like both a refund and assistance in truly cancelling whatever subscription is still apparently active.Business response
08/19/2021
Title: Kaity, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [email protected]
August 19, 2021
RE: Mr. ******* ****** -- ********
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.
According to our records, the subscription in question was connected to an alternate email address. As a courtesy to Mr. ******, we have issued a refund in the amount of $149 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 on that date, 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 or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
08/18/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I woke up this morning to a charge from ancestry. I do not have a subscription on my ancestry account so I’m not understanding why I was charged $150 that was for my car payment!Business response
08/19/2021
Title: Kaity, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [email protected]
August 19, 2021
RE: Ms. ***** ******* -- ********
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.
According to our records, Ms. ******* contacted our phone support line on August 18, 2021, regarding her subscription and was issued a full refund at that time. The confirmation number for this transaction is *********. The access to the databases associated with this membership has been terminated effective on that date, 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 or any other matters pertaining to Ancestry, please do not hesitate to contact us at ###-###-####.
Sincerely,
Kaity
Executive Response Team
AncestryInitial Complaint
08/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered Ancestry.com 6 months ago and put cancellation on the subscription so not to be renewed. They renewed this morning for $199. I contacted customer service and they said it was never canceled. I said just cancel and refund the money and they refused. I want the subscription cancelled and money returned as and renewal is the start of a new agreement with money being exchanged. I do not agree to pay.Business response
08/19/2021
Title: Kaity, Executive Office Response Team
Contact Phone: ###-###-####
Contact Email: [email protected]
August 19, 2021
RE: Mr. ****** ****** -- ********
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 Mr. ******, we have issued a refund in the amount of $199 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 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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Get a QuoteCustomer Complaints Summary
818 total complaints in the last 3 years.
246 complaints closed in the last 12 months.