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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
10/22/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I cancelled a trial subscription for one of their products and got the cancellation confirmation dated Sep. 2, 2021.On 9/2/21 I received an email from the company with a cancellation confirmation number On 9/11/21 they charged me $24.99 for the trial product via my credit card, which I agree is correct.However on 10/11/21 they charged my credit card again $24.99 as in an on-going month-to-month subscription service.When I called and spoke to the first customer service operator she could not find the transaction in their records, so after haggling back and forth I requested to speak to her supervisor and after 10 minutes or so, a lady called *** answered the phone. After reviewing my information and asking for 10 digits of my credit card, which I reluctantly provided her, she said she could not find the 10/11/21 transaction.Nothing got done not accomplished with this phone call.I contacted my credit card bank to dispute the transaction and I am contacting you to complain as to how poorly this company has performed.It is not the money, just $24.99, which I may end up losing, but the utter performance by the company.Hope other people read this and make sure it they plan on a trial subscription, to insure they dont get scammed like they have done to me.Business response
10/25/2021
Title:Hal, **************** Response Team
Contact Phone: **************
Contact Email: [email protected]
October 25, 2021
RE: ***************************** -- 16052094
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
AncestryCustomer response
10/26/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. They requested additional information, (which I had already give to two different customer service reps) and I just forwarded to them.
Sincerely,
*****************************
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Contact Information
1300 W Traverse Pkwy
Lehi, UT 84043-5373
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.