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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Ancestry.com meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Ancestry.com include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 490 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

490 complaints closed with BBB in last 3 years | 133 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 35
Billing/Collection Issues 277
Delivery Issues 10
Guarantee/Warranty Issues 0
Problems with Product/Service 168
Total Closed Complaints 490

Additional Complaint Information

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.

Customer Reviews Summary Read customer reviews

6 Customer Reviews on Ancestry.com
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 6

Additional Information

BBB file opened: July 15, 1997 Business started: 02/28/1983 Business started locally: 02/28/1983 Business incorporated 02/28/1983 in UT
Type of Entity

Corporation

Business Management
Mr. Aaron Young, Operations Support Mr. Brandon Ashton, Company Contact Mr. Spencer Gillespie, Member Services Mr. Timothy Sullivan, President & CEO
Contact Information
Customer Contact: Mr. Spencer Gillespie, Member Services
Principal: Mr. Aaron Young, Operations Support
Business Category

Genealogists Internet Shopping Printers

Alternate Business Names
Ancestry.com Operations Inc. Genealogy.com My Canvas MyFamily.com Rootsweb.com

Additional Locations

  • 360 W 4800 N

    Provo, UT 84604 (800) 262-3787 (801) 705-7000 +800-ANCESTRY (800) 507-4612 (800) 958-9095

  • PO Box 990

    Orem, UT 84059

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 7865

    Fremont, CA 94537

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 5170

    Simi Valley, CA 93062

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I used Ancestry two times on what they advertised as a TRIAL basis. These two times were performed in two consecutive days. I emailed them, after I saw charges on my American Express card, and asked them to stop charging me for a service I NEVER SUBSCRIBED TO. Ancestry has ignored my written online requests and continued to charge me. This is fraudulent behavior and STEALING my money. I have asked American Express to stop payments. So far, Ancestry keeps charging me for a service I do not use. Please help.

Desired Settlement: Restore funds charged so far and STOP charging me for a product I never wanted nor used.

Business Response: May 22, 2015 RE: ***** ******* – Case # ******** To Whom It May Concern, Thank you for forwarding Ms. ******* complaint to us. We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ******* signed up for a 14 day free trial membership on 3/4/2015. Her trial membership ran from 3/4/2015 to 3/18/2015. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. ******* case, the membership continued to renew on a monthly basis from 3/18/2015 to today’s date of 5/22/2015. When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. ******* desire to cancel. Currently, the account has been canceled so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard to the membership and are prepared to issue a refund to Ms. ******* in the amount of $***** for the past two billings. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution. With this cancellation, Ms. ******* access to the paid online databases will expire immediately and she will have no further billing from Ancestry. Because we want Ms. ******* to have success with her family research, she will have continued access to the free resources on our site as a, “Registered Guest.” 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 "Connection and Strengthening Families through the World Wide Web"

Consumer Response:  
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,

***** *******

5/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On May 9th, Ancestry.com Charged me $98.95 for a DNA kit i never ordered. I called Mother’s Day (May 10th) and spoke with ******* who said i may have clicked a button by accident... Then proceeded to tell me the steps it would take to actually order the Kit (put in shipping address, select shipping method, confirm payment etc). 2 days later, after i was told the payment would just fall off because it hadnt gone through, The Charge went through to my account. I called again, and spoke to ******* (very rude) who said that it was not processed the correct way, and it would be 3-5 more days for me to get a refund. I then asked for a manager and was transferred to ****. He stated there was nothing he could do, and I must have somehow ordered this DNA kit, but he could not see when or how it was ordered other than it had been processed by my bank at 7:33pm. Not only did I not order or authorize this payment, the card on my account is not even in my name and I am not sure how it was processed under my name. This was not a renewal, it was an actual KIT that they tried to say i ACCIDENTALLY ordered, and then they "accidentally" didn't cancel the transaction. I am appalled at your customer service and the “mistakes” that have been made. Thank you, ****** ******

Desired Settlement: I would first like to know how this was charged to my account, and also how the first cancellation was not done correctly. I am very upset because I was going to be continuing with the services of ancestry.com until they took $100 of my money!

Business Response: May 19, 2015 RE: ********* ******– Case: ******** To Whom It May Concern, Thank you for forwarding Ms. ******’s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. Our records indicate that the AncestryDNA Test was purchased online under Ms. ******’s Ancestry account. As the test was purchased online under Ms. ******’s account, we unfortunately are unable to tell who placed the order on her account. Because we are committed to providing superior customer service, we issued a full refund back to Ms. ******’s account ending in **** on May 15, 2015. For Ms. ******’s convenience, we have provided the Acquirer's Reference Number’s (ARN) below. This number is given to our company by a financial institution when they receive the funds; in Ms. ******’s particular situation, the number is: • **** **** **** **** **** *** 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

5/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have had a subscription to ancestry.com. It has become the norm and not the exception for the system to run slowly or to time out. I have tried various computers, platforms, browsers, operating systems, emptying catch and clearing cookies and yet the system does not work. I have hundreds and hundreds of hours invested with building my family tree. My understanding is that ancestry.com has oversold subscriptions and c***ot handle the traffic. The customer sails rep has no authority to do anything except cancel my account. That does not recompense me for the hundreds of hours invested in this website collection photos and reconstructing history. There is no accountability and continuing to sell prescriptions without the ability to support them is a form of corruption. I have no recourse.

Desired Settlement: 1. Invest resources in ancestry.com so that you can support the traffic and subscriptions. 2. Provide me with a 6 month credit as it is about half the time dysfunctional. 3. Communicate with customers when the system is crashing and provide credits when the system is down or sluggish due to heavy traffic. If you c***ot accommodate the first three requests, then it would only be fair that you do: 1. Reimburse me for the past four years I have had an account, Family Tree Maker software, and DNA kits. 2. Have one of your engineers export ancestry.com family trees into a database that includes photos so that I can upload my data into another genealogy system.

Business Response: May 18, 2015 RE: **** *** **** – Case: ******** To Whom It May Concern, Thank for forwarding Ms. ****’s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We apologize for the frustrations that Ms. **** has encountered with the Ancestry.com. We seek to always keep the website functioning properly for our users. To this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruption. As with any other computer or internet companies, we cannot guarantee that there will not be occasional technical difficulties. As per the Terms and Conditions, we offer the Website on an "as is basis" and do not accept responsibility for any use of or reliance on the Website, Content or Service, or for any disruptions to or delay in the Service. If Ms. **** would like to further review the Terms and Conditions, we have placed a link below. http://www.ancestry.com/cs/legal/termsandconditions#Liability Because we are committed to providing superior customer service, and can understand the frustration this may have caused, we would like to provide Ms. **** with a complimentary year to the World Explorer Membership. At this time, we have issued a refund in the amount of $****** for the April 8, 2015 billing. The confirmation number for this transaction is *********. Depending on the payment Ms. **** used for this membership, please note that it may take up to 3-5 days for this credit to **** to her account. Ms. ****’s complimentary year to Ancestry will begin effective immediately and will cancel on May 15, 2015. Again, we regret the frustration that Ms. **** has encountered. If you have any questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to contact us by either responding to this email or calling us at: **************, seven days a week, 9AM to 11PM EST. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

5/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I did a free 14 day trial on their site.Two days before the end, I went onto their website and pressed cancelled and proceeded with the process and got a message saying something like Sorry to see you go. So, I think it's cancelled but I'm wary so I do it again and get the same message. Well, it turns out it wasn't cancelled. I get my credit card statement and call them and they tell me that I should have called to make sure. Nowhere on their website does it say that. They will not refund me. I hadn't logged into the site since I cancelled or used their services and she could see that. I could see that. I'm not the first victim of their website that doesn't function correctly. Consumer Complaints has a ton of complaints about this. It almost seems like they do it on purpose. If their website is not working properly and people complain and they do nothing to rectify it but take people's hard earned money, I think that is unsavory business practices. Knowing this is such a huge problem, they should just simply tell people that they have to call in order to cancel. They won't because they will lose money. I want a refund. I didn't use their services during that time period. Their website gave a message implying that the cancellation was processed. Why say sorry to see you leave or go if it didn't cancel? They try to say their policy is 7 days but how was I supposed to know what to expect or that it didn't go through? There is nothing on that page advising the user what the resulted outcome of pressing cancel with do (email......confirmation number).

Desired Settlement: I would like a refund. I didn't use their services and I in good faith cancelled.

Business Response: May 13, 2015 RE: ***** * ************* – Case: ******** 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. At this time the account has been canceled as of May 6, 2015 so there will be no further renewals or charges. Our records also indicate a refund in the amount of $***** has been issued back to Ms. ************* on May 7, 2015. Depending on the payment method used for this membership, please note that it may take up to 7-10 days for this credit to post to her account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ************* will have no future billing from Ancestry. Because we want Ms. ************* to have success with her family research, she will have continued access to the free resources on our site as a registered guest. 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 "Connection and Strengthening Families through the World Wide Web"

5/20/2015 Billing/Collection Issues | Complaint Details Unavailable
5/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Below is the email I sent to Ancestry.com on 4/30/15. I haven't received their response. I contacted them by phone to complain on 4/3/15 and 4/30/15. The reps on the phone said my only recourse was to contact my credit card company. I'm not satisfied. Please read below: I first logged onto your website for a "free trial" on 1/3/15. I had to enter my credit card number per your registration requirements. I was led to believe that I had a free two 2-week trial. I NEVER officially signed up for your service. However, since then, I've been charged the following amounts on my credit card: 1/25/15 -- $20.99 2/25/15 -- $20.99 3/25/15 -- $20.99 TOTAL ---- $62.97 I called Ancestry on 4/3/15 to cancel this "service" which I did NOT sign up for and they assured me I would receive a rebate/credit on my credit card. As of this date, I haven't received any credits to my account. Please resolve this matter. I appreciate your quick and positive response. Sincerely, **** *******

Desired Settlement: Ancestry should pay me $62.97 for a service they did not provide. I NEVER signed up for their service and was scammed! I'm very disappointed in their service.

Business Response: May 8, 2015 RE: **** ******* – Case: ******** To Whom It May Concern, Thank you for forwarding Ms. *******’s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ******* signed up for a 14 day free trial membership on 1/11/2015. Her trial membership ran from 1/11/2015 to 1/25/2015. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. *******’s case, the membership continued to renew on a monthly basis from 1/25/2015 to the cancelation date of 4/3/2015. When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. ******* desire to cancel. Currently, the account has been canceled, so there will be no further renewals or charges. We also show a refund of $***** was issued back to Ms. *******’s account ending in **** on 4/7/2015. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue an additional refund in the amount of $***** for the February billing. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution. For Ms. *******’s convenience, we have provided the Acquirer's Reference Number’s (ARN) below. This number is given to our company by a financial institution when they receive the funds; in her particular situation, the number for the March refund is: • **** **** **** **** **** *** 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 "Connection and Strengthening Families through the World Wide Web"

5/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Myself and a family member were interested in purchasing a DNA test for heritage purposes. Upon completion of purchasing the product we were advised to sign up for a family tree to receive the full potential outcome from the DNA test by a representative. We signed up for the product as suggested and were very happy with the end result. After the trial period I logged into my account and cancelled my 14 day trial subscription. A few months later I checked my bank statements and saw I was being charged a re-occurring monthly charge at 34.99. I was never told nor explained thoroughly that the item being purchased was not a one time charge when It was suggested to me. I called and spoke to a representative and ask if he can refund the months I did not sign up for and stated that he would not be able to. He also said that its in the terms and agreement that I was suppose to read which I did. Supposedly, he does not see the product was cancelled which I did on the 14th day via mobile device. I fully understand the concept of a re-occurring charge and had this item been thoroughly explained from the representative at the time I would not have purchased it. As previously stated I was not upset at the product I received I just feel I should not have to pay for a service I only used one time and was told I needed it to get the full potential of my DNA test. I also don't know how the cancellation works for ancestry but I checked all the boxes stated a reason and was still charged. It should show that I haven't utilized the application since the 14 day trial period. I understand that bundling the two services does indeed help but the representative should have said it was a re-occurring charge which I had to find out through reading the terms. By that time I already purchased the DNA test and felt I needed it to complete the process. I loved the DNA test by the way and suggest anyone who has questions about their origins to purchase it!

Desired Settlement: I want to be refunded for the months I was charged after the trial period. I don't even mind paying for the first month, I just feel I should not be charged for anything more than that as I did not use the service and cancelled within the14 days.

Business Response: May 8, 2015 RE: ****** ***** ****** – Case: ******** To Whom It May Concern, Thank you for forwarding Mr. ******’s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ****** has experienced in this situation. When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating your desire to cancel. At this time the account has been canceled, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund in the amount of $****** for the past four billings. The confirmation number for this transaction is *********. Depending on the payment method you used for this membership, please note that it may take up to 3-5 days for this credit to post to your account. The access to the databases associated with this membership has been terminated effective immediately and Mr. ****** will have no future billing from Ancestry. Because we want Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a registered guest 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 "Connection and Strengthening Families through the World Wide Web"

5/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered two DNA kit on 2/10/2015, order number ********* totaling $212.90, which I decided to return when it was delivered. I called the company for a return authorization and was told not to send the kits back because they would simply deactivate them and that they could only credit me $148.00 which I received on 2/28/2015. I stored the kits in the event I changed my mind. Today I call ed have the kits reactivated and asked to pay the 148.00 that I had been credited but they insisted I had to buy new kits plus shipping. They would not reactivate the ones I already have so I'm out $64.90 plus the cost of new kits.

Desired Settlement: I would like to have the kits reactivated for the $148.00 credit that I had been given for them, or two new kits for $148.00.

Business Response: May 5, 2015

RE: ******* ** ***** - Case # ********
 

To Whom It May Concern,  

Thank you for forwarding Ms. ** *****’s response to us.  We sincerely regret the frustration that Ms. ** ***** has experienced in this situation.  

Unfortunately, once a DNA test kit has been deactivated, we are unable to reactivate the kit. In order for Ms. ** ***** to take the test,
she will need to place a new order. 

Per our Terms and Conditions, if a member cancels their AncestryDNA test within the first 30 days of placing their order, and before they return the DNA sample to AncestryDNA, the customer will receive a refund equal to the price paid for the AncestryDNA Test minus $25. In
this case, we issued Ms. ** ***** a refund of $******. Unfortunately, the $25.00 per test and shipping fee is nonrefundable.    

Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and provide Ms. **
***** with the opportunity to purchase the DNA tests at $***** per test, plus shipping of $****.  If Ms. ** ***** would like us to accommodate her with the discounted price on her two kits, she is welcome to contact our Member Services Department by calling ************** Monday
– Sunday 9am to 11pm (EST) and our agents will be able to assist Ms. ** ***** with the discounted rate.  

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

Sincerely, 
 

*******
Executive Response Team
Ancestry.com
"Connection and Strengthening Families through the World Wide Web"

Consumer Response:  
Complaint: ********

I am rejecting this response because: Ancestry is currently running a sale on DNA test for $79.00.  So basically, they're ignoring my request.

Sincerely,

******* ** *****

Business Response: May 8, 2015 RE: ******* ** ***** - Case # ******** To Whom It May Concern, Thank you for forwarding Ms. ** *****’s response to us. We sincerely regret the frustration that Ms. ** ***** has experienced in this situation. As stated previously, once a DNA test kit has been deactivated, we no longer have the capability to reactivate the kit. In order for Ms. ** ***** to take the test, she will need to place a new order. The retail price of our DNA test kits are $99.00. Currently, we are running a mother’s day promotion where members can save 10% on DNA purchases which totals to $89.00. If Ms. ** ***** has located a greater discount for our DNA test, she is welcome to purchase the test at that price. We however, will not provide Ms. ** *****’s with a discount to the already discounted price. We also like to reiterate, that because we are committed to providing superior customer service, we have made an exception to our policies and have provided Ms. ** ***** with the opportunity to purchase the DNA tests at $***** per test, plus shipping of $****. If Ms. ** ***** would like us to accommodate her with the discounted price on her two kits, she is welcome to contact our Member Services Department by calling ************** Monday – Sunday 9am to 11pm (EST) and our agents will be able to assist Ms. ** ***** with the discounted rate. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at **************. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

Consumer Response:  
Complaint: ********

I am rejecting this response because: I already paid full price plus shipping for the DNA tests.  $212.00 in total.  I was given a $148.00 credit for the tests.  I would like to have the test reactivated or new tests shipped for $148.00.  Offering me to buy new tests plus shipping at the current promotional price is not acceptable.

Sincerely,

******* ** *****

5/8/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On November 14, 2014 I signed up for the 14 day free trail as recommended by my colleagues. The service provided a blueprint of how I was to organize my physical poster presentation of my discursive genogram, a research project assigned by one of my university courses. I last accessed Ancestry.com on October 20, 2014, using just six days of the 14 day free trial. To my dismay, I recently discovered that I had been charged monthly $24.83 from then on, even though I never used the services again. Had I been alerted by Ancestry.com that I would be charged soon after the 14th day of the free trial, I would have immediately took action to terminate the services. I last logged in to Ancestry.com on May 1, 2015 to find a number in order to contact a representative and immediately cancel the services. In response to my request fro a full refund for the past eight months in which I did not use the product, the representative recommended that I file a complaint as I can be fully refunded since I had not used the service back in October 2014 for my college course project.

Desired Settlement: I want to be refunded for the eight months of non-use. I would also highly recommend that Ancestry change their billing practices to evade future problems for future consumers of the product. Consumers should be reminded and alerted by Ancestry.com of active billing rather than have the consumers discover through their bank accounts that they have been charged. The billing structure undermines the genuine intentions of discovering past family ties and history that Ancestry.com advertises by structuring themselves similar to companies who set themselves up as billing scams.

Business Response: May 8, 2015 RE: ******** ***** – Case: ******** To Whom It May Concern, Thank you for forwarding Ms. *****’s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation. Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ***** signed up for a 14 day free trial membership on 10/14/2014. Her trial membership ran from 10/14/2014 to 10/29/2014. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. *****’s case, the membership continued to renew on a monthly basis from 10/29/2014 to the cancelation date of 5/1/2015. When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. ***** desire to cancel. Currently, the account has been canceled, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue a refund in the amount of $***** for the past four billings. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution. The access to the databases associated with Ms. *****’s membership has been terminated effective immediately and she will have no future billing from Ancestry. Because we want her to have success with her family research, she will have continued access to the free resources on our site as a registered guest. 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 "Connection and Strengthening Families through the World Wide Web"

Consumer Response:  
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,

******** *****

5/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a trial account on my credit card that was expiring. I was issued a new credit card, expiration date and security code, all of which was required for original authorization. I did not want to continue the subscription and have had zero account activity prior to today. I have no idea how they were able to continue to charge my credit card, though the information has since changed. We also moved in the same month of trial and I did not realize the charges until today.

Desired Settlement: I would like refund for service not used and not authorized. I would request at least 50% refund since time of trial. Thank you

Business Response: April 29, 2015 RE: ******* *** – Case: ******** To Whom It May Concern, Thank you for forwarding Mr. ***’s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. *** has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. *** indicating her desire to cancel. On January 15, 2015 we attempted to auto renew and bill $19.99 to Mr. ***’s credit card that ends in ****. In the process of doing so, we were unable to collect those funds. As we were unable to collect the funds, our billing system electronically contacted Mr. ***’s financial institution and requested an Account Update for his account. As Mr. ***’s financial institution provides that service, they supplied us with the updated billing details. At this time the account has been canceled, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and have issued a refund in the amount of $***** for the past five billings. The confirmation number for this transaction is *********. Depending on the payment method you used for this membership, please note that it may take up to 3-5 days for this credit to post to your account. 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

5/7/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Despite numerous requests to be unsubscribed from the email list of ancestry.com. I continue to receive their advertisements. I have called and spoken with representatives on at least 2 occasions with assurance that the issue would be resolved. Yet several weeks later I continue to receive undesired emails. I just want to be permanently removed. Unfortunately the prompt to report continued emails despite unsubscribing is not functional. Please help!

Desired Settlement: Permanent removal of my email address.

Business Response: April 29, 2015 RE: ***** **** - Case: ******** To Whom It May Concern, Thank you for forwarding Ms. ****'s complaint to us. We have carefully reviewed the request and have the following response. We apologize for the frustrations that Ms. **** has encountered with Ancestry.com. After researching our database, we are unable to locate any emails sent to ******@verizon.net, nor can we locate an account for Ms. ****. Our records also indicate that Ms. ****’s email address was added to our Do Not Email List on March 23, 2015. As the ******@verizon.net email address was added to our Do Not Email List, we believe the emails may be coming from a third party and not directly from Ancestry.com. We recommend for Ms. **** to unsubscribe from the emails and to add the email address they are coming from to her spam filter. If Ms. **** should receive an email directly from Ancestry in the future, it will only be in regards to legally required transactional emails i.e. order confirmations, renewal notices, password recovery, etc. Again, we apologize for the frustrations that Ms. **** has encountered with Ancestry. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at **************. Sincerely, ******* Executive Response Team Ancestry "Connection and Strengthening Families through the World Wide Web"

5/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I signed up for a free thirty day "trial" service with Ancestry.com. Within a few weeks I cancelled the trial. I noticed at the end of the month that Ancestry.com had charged me the 19.99 for a subscription. I immediately called customer service and asked that all services associated with Ancestry.com be discontinued and that the 19.99 be refunded due to my cancelation within the appropriate timeframe. I was refunded the 19.99 I had been charged however, the subscription for Archives.com was never discontinued nor was it refunded when I asked that all services be discontinued with Ancestry.com in September of 2014. I never received any written confirmation nor had I re-subscribed to the Archives.com service and I never received any billing notifications of this service change. In fact, I had no written or verbal communication from the company at all.The secondary service from Ancestry.com is a front to manipulate money from consumers accounts in the hopes they won't notice. Seven months of billing for a service that I clearly asked to be discontinued is absolutely absurd. I recently spoke with someone from the customer service department and I was told that only the last three transactions could be refunded. So out of $55.65 of unauthorized charges only $23.85 has been refunded. Thats unacceptable considering the circumstances. I would venture to say that I am less than satisfied with the customer service. A full refund is less than deserving in this situation. Product_Or_Service: trial Order_Number: none Account_Number: none

Desired Settlement: DesiredSettlementID: Refund The remaining $31.80 refunded is the resolution to this matter.

Business Response: September 5, 2013 RE: ***** ***** - Case: ******** To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation. Unfortunately, we have many customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ***** signed up for a monthly membership that began with a free seven day trial on September 8, 2014. Unfortunately, Archives.com does not offer a 30 day free trial. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. *****’s case, her trial renewed to a monthly paid membership on September 16, 2014. When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. ***** was responsible to cancel online if she did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Ms. ***** indicating her desire to cancel. Because we are committed to providing superior customer service, we made an exception to our policies on April 16, 2015 and issued a refund of $***** for three of the seven billings. As a courtesy to Ms. ***** we are prepared to issue an additional refund in the amount of $***** for the October, November, and December billings. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. With this cancellation, Ms. *****’s access to the paid online databases will expire immediately and he will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at **************. Sincerely, ******* Executive Response Team Ancestry.com

Consumer Response:  
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,

***** *****

4/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a DNA kit from ancestry.com. From what I read on their site regarding there claim to what will be revealed from the test and what I Ancestry DNA results I saw on America's Next Top model, I was expecting to receive results about my genetic origins. I am a Korean adoptee so I have no idea where I come from other than Korea. I was hoping to find out if I had, for example, 70% genetic makeup from Korea, 20% from China and 10% from Mongolia based on the advertisements I read and saw about this test. What I received from this test was a result that said I am 100% Asia East with a large circle around East Asia on the site map. THAT'S IT! I obviously knew that and could have made that determination by looking in the mirror. When I contacted customer service with this issue they were unable/unwilling to issue me a refund or even a partial refund. I am upset and disappointed because I spent $100 on a test that provided a broad and vague result. I feel deceived because their advertisements and claims do not coincide with the result I was provide with. They should declare in their advertisements that their resulting claims only work for people of definite mixed ethnicity i.e. African and European.

Desired Settlement: I want a full refund to my method of payment.

Business Response: April 22, 2015 RE: ******* *** ******* - Case # ******** To Whom It May Concern, Thank you for forwarding Ms. *******’s response to us. We sincerely regret the frustration that Ms. ******* has experienced in this situation. We have performed the test and services with the most up to date accuracies and followed all guidelines to produce Ms. Ms. *******’s test. We cannot control if a customer is not pleased with their results. Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree. Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives. These new relatives may have additional information, a piece of their family story to tell or photos to share. As Ms. Ms. *******’s DNA test was run and completed by the laboratory, we regret to inform her that she is not eligible for a refund. As stated in our Terms and Conditions. “If you cancel within the first 30 days of placing your order but after you have returned a DNA sample to AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA Service. AncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion.” http://dna.ancestry.com/legal/termsAndConditions We also would like to remind Ms. ******* that her test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done. As more people take DNA testing, she may be able to locate matching individuals and will have the ability to share research with each other. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at **************. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

Consumer Response:  
Complaint: ********

I am rejecting this response because: Their response is generic, which I received on the phone, and did not address my complaint about the discrepancy between my worthless result (stating I am 100% Asian with a big circle around Asia and  their claims to what the test will reveal in their advertisements and on the show America's Next Top Model. Also, how they do not (but should) state as a disclaimer that there will be little to no new genetic information discoveries made and matches for people who aren't of apparent mixed ethnicity and whose families are not from USA. 


******* *******

Business Response: April 24, 2014 RE: ******* *** ******* - Case # ******** To Whom It May Concern, Thank you for forwarding Ms. *******’s response to us. We sincerely regret the frustration that Ms. ******* has experienced in this situation. As previously mentioned in our past response, we have performed the test and services with the most up to date accuracies and followed all guidelines to produce Ms. *******’s test. Per our Terms and Conditions, Ms. ******* is not eligible for a refund. However, because we are committed to providing superior customer service, we are willing to make an exception to our policies and issue a partial refund in the amount of $*****. We regret any frustrations that this may cause Ms. *******, we however, feel this is a fair resolution and no additional refund is available. If Ms. *******, would like us to proceed with the refund, she is welcome to reply to this response, or email *****************@ancestry.com with instructions to do so. We also would like to reiterate, that once the DNA test has been canceled and refunded, Ms. ******* will no longer be able to access her DNA test results. If Ms. ******* has questions regarding the refund, she is welcome to view our Terms and Conditions which she agreed to at the following link: http://dna.ancestry.com/legal/termsAndConditions If you should have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at **************. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

4/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Upon the recommendation of a friend I started a 14 day free trial. I signed up through paypal, through my bank account. After around a week of trying their product I found it unsatisfactory and went through the cancellation process. Today I received a notice from Paypal that I had a paypal credit card charge (Which I do not have, and have never used, nor knew existed as such). When ancestry was contacted they informed me that I did not properly complete the cancellation process, (which must not have been intuitive as I had believed i clicked through all the appropriate boxes, including leaving a message as to why I was cancelling). Never until today did i receive any information about a pending charge, or an upcoming charge, and because it went through a service I do not use (or subscribe to) in paypal credit, I had no way of knowing it existed. Ancestry is unwilling to refund me, ,and Paypal wont allow me to remove all my information from their site until the charge is dealt with. Overall I am extremely unsatisfied and rightfully upset at a breach into my finances. Addition- The confirmation of payment email/page does not state any monetary charges, confirmation number, nor mode of payment, which adds to the confusion of how they accessed a mode of payment I was not subscribed to.

Desired Settlement: The charge removed from Paypal Credit (and if possible an explanation to why ancestry had access to a service I did not sign up for)

Business Response: April 14, 2015 RE: ******* ****** – Case: ******** To Whom It May Concern, Thank you for forwarding Mr. ******’s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ****** has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen. When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. ****** indicating his desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies and have issued a refund to Mr. ****** in the amount of $***** for the billing in question. Depending upon the payment method he used for this membership, it may take up to 7-10 days for this credit to become accessible within his financial institution. The cancellation number for this is: *********. With this cancellation, Mr. ******’s access to the paid online databases will expire effective immediately and he will have no further billing from Ancestry. Because we Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a, “Registered Guest.” 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

4/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com can only be used by paying a subscription fee which can only be cancelled with undue burden to consumers. Without any usage of the service over long periods of time the consumer is not alerted in any way and the monthly subscription continues to be collected by the payee (in our case within our monthly American Express bills). Our sone used the service for a college project in 2012 for 1 or 2 months and never utilized the service again yet we were billed every month for three years ($29.95/month) I asked the representative at Ancestry to rebate us for all months where the product had not been used and she said she would ask her supervisor (which means they have the ability to rebate) and the supervisor denied our request.

Desired Settlement: We want to be rebated for the three years of non-use and we want Ancestry to change their billing practices which affect many who do not realize they are being billed or who try to stop the subscription but are ignored for a number of reasons (forgot the password, forgot the login username, etc). In my opinion this company, like some others advertise a great deal yet set their company up as a billing scam. I want them to correct their billing structure and rebate us.

Business Response: April 14, 2015 RE: ***** ******** – Case: ******** To Whom It May Concern, Thank you for forwarding Mr. ********’s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******** has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen. When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. ******** or his son indicating his desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies and have issued a refund to Mr. ******** in the amount of $****** for the April 2014 to December 2014 billings. Unfortunately, we are unable to process any further refunds for Mr. ********’s previous charges. However, as we can understand the frustration this may have caused, we would like to provide him with a free year to the World Explorer Plus Membership that has a value of $389.00. If Mr. ******** would like us to accommodate his account with the free subscription, he is welcome to reply to this response, or to email *****************@ancestry.com with the request to activate the membership. We also would be pleased to activate the free time at any time during the 2015 year. 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

4/18/2015 Problems with Product/Service | Complaint Details Unavailable
4/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used their free trial membership and canceled my membership days before it expired. I received communication from www.ancestry.com stating that I still had time left, do I still want to cancel and I stated YES. My wife noticed on our bank statement that we were charged for 6 months $107.04. I called them and they said that I called to late and could not get my money back. We didn't notice right away because we were not looking for it. We thought it was taken care of. Also they make it hard to find on their site to cancel.

Desired Settlement: I don't think I should have to pay because their site does not work properly. I did what was asked, I canceled before the correct date. Their site did not process my cancellation correctly. That is out of my control.

Business Response: April 8, 2015 RE: ********* **** ******* – Case: ******** To Whom It May Concern, Thank you for forwarding Mr. *******’s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******* has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen. When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. ******* indicating his desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a full refund to Mr. ******* in the amount of $107.40 for the billing in question. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is: ********* With this cancellation, Mr. *******’s access to the paid online databases will expire effective immediately and he will have no further billing from Ancestry. Because we want Mr. ******* to have success with his family research, he will have continued access to the free resources on our site as a, “Registered Guest.” 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

4/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In speaking with the customer service representative I found that Ancestry.com requires credit card information be entered at time their site is being used. My under age 18 son used my credit card to access information. The Ancestry.com website processed transactions against my credit card without my permission and has refused to provide a full refund. The only time the website was used was on the date of the original transaction, and was not used since. I reported the issue once I realized I was being charged on my credit card but Ancestry.com says that I should have recognized the transaction sooner. Since there was no contract made with a person over the age of 18, their site was not used from the time it was originally accessed to present, and since I requested a refund immediately upon noticing the recurring charge I expect a full refund.

Desired Settlement: I request a full refund since the financial contract took place between a minor and ancestry.com. Ancestry.com issued a partial refund but is entitled to no money since their was no contract and no services provided, other than on the initial date in which my credit card information was taken.

Business Response: April 7, 2015

RE: ******* ******* – Case: ********
 

To Whom It May Concern, 

Thank you for forwarding Mr. *******’s complaint to us.  We have carefully reviewed the request and have the following response. 

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******* has experienced in this situation. 

Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged
based on the subscription program (annual, quarterly, monthly, etc.) they have chosen.   

When signing up for a free trial or other membership, Ancestry users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. 

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior
to the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online cancelation or phone call was ever received from Mr. *******’s son indicating his desire to cancel.  

Unfortunately, PayPal will not accept refunds of transactions that occurred over 60 days with Ancestry.com.  With that in hand, we are unable to process any further refunds.  However, as we can understand the frustration this may have caused, our accounting department has made a large exception and is attempting to provide Mr. ******* with an additional refund in the amount of $***** for the remaining billings. Please not that it can take between 7-10 days for the refund to post back to your PayPal account.  

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


*******
Executive Response Team
Ancestry

4/14/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I did not order or authorize charges by ancesrty.com. My wife uses ancestry and has belonged to it for several years but we get it free because of our church affiliation so do not need to pay for it anymore. She cancelled her paying membership ion Oct. 13, 2014 when they sent her an email to see if she wanted to continue her membership. I do not remember ever having a membership since I could use my wife's if I wanted to. Ancestry charged my credit card with $299.40 on Feb, 1, 2015. I tried to talk to them on the phone about this but got no satisfaction.

Desired Settlement: Credit my card with the $299.40 charged without authorization by me.

Business Response: April 8, 2015 RE: ****** ****** – Case: ******** To Whom It May Concern, Thank you for forwarding Mr. ******’s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ****** has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen. When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. ****** indicating his desire to cancel until April 1, 2015. At this time the account has been canceled so there will be no further renewals or charges. Unfortunately, our records indicate that Mr. ****** went through his financial institution to cancel the membership; which caused a chargeback. Because Mr. ****** chose to initiate the chargeback process, we are obligated to follow through on that process. As the charge is being disputed, we recommend Mr. ****** to contact his financial institution. They will be able to provide you with answers to any additional questions regarding the charge. 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

Consumer Response:  
Complaint: ********

I am rejecting this response because: It is not clear to me what Ancestry is going to do. Their response said, "our records indicate that Mr. ****** went through his financial institution to cancel the membership; which caused a chargeback. Because Mr. ****** chose to initiate the chargeback process, we are obligated to follow through on that process." What does that mean to me?

Sincerely,

****** ******

Business Response: April 14, 2015

RE: ****** ****** – Case: ********
 

To Whom It May Concern, 

Thank you for forwarding Mr. ******’s response to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers’ satisfaction in the highest regard.   

Our records indicate that Mr. ****** disputed the charge of $299.40 through his financial institution.  Because he disputed the charge, the funds were released back to his financial institution while they investigate if the charge was valid.  If they determine the charge was valid the funds our then released back to us, if they find the charge was not valid, the funds would then be given back to Mr. ******. If Mr. ******’s financial institution determines that the funds should be returned to us, we are not in a position to dispute their decision and a refund will not be issued.  

In this case, our records indicate that we accepted liability and that the funds were kept by Mr. ******’s financial institution.  As we no longer have the funds in our position, we recommend that Mr. ****** contact his financial institution to retrieve the funds.  

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

Sincerely,
 

*******
Executive Office
Ancestry.com
?

Consumer Response:  
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,

****** ******

4/11/2015 Billing/Collection Issues | Complaint Details Unavailable
4/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We signed up for a 30 day free trial of ancestry.com as a registered guest. At the end of the free trial period, the company began billing us $19.99 per month as a member. We were unaware of this billing until reviewing our credit card statement. This practice of business is deliberately deceptive. Membership (and attendant payment) should be open and voluntary, not a default result of failure to stop the process.

Desired Settlement: The company should change membership to an active sign up process that is transparent.

Business Response:

March 31, 2015

RE: **** ****** – Case # ********
    

To Whom It May Concern,           

Thank you for forwarding Ms. ******’s complaint to us.  We have carefully reviewed the request and
have the following response. 

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they
are making an investment in their family and we take this trust very seriously.  We sincerely regret any frustration that Ms. ****** has
experienced in this situation.  

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would
automatically renew after their free trial.  Our records indicate that Ms. ****** signed up for a 14 day free trial membership on 12/30/2014.  Their trial membership ran from 12/30/2014 to 1/13/2015.  Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership.  In Ms. ******’s case, the membership continued to renew on a monthly basis from 1/13/2015 to the
cancelation date of 3/21/2015.        

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.  

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online
cancelation or phone call was ever received indicating Ms. ******’s desire to cancel.  

Currently, the account has been canceled as of 3/21/2014 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and are prepared to issue an additional refund to Ms. ****** in the amount of $19.99 for the February billing.  Unfortunately, no refund will be issued for the January billing. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become
accessible within their financial institution.

With this cancellation, Ms. ******’s access to the paid online databases will expire immediately and she will have no further billing
from Ancestry.  Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a, “Registered Guest.”  

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
"Connection and Strengthening Families through the
World Wide Web"

4/8/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I cancelled my ancestry.com membership over 2 years ago. attested by the fact when I realized they were still charging me I went to cancel it, the site clearly said I had no subscription with them.

Desired Settlement: I would like a full refund of 34.95 times 24 months.

Business Response: April 7, 2015

RE: ***** ****** ******* – Case: ********     

To Whom It May Concern,           

Thank you for forwarding Mr. *******’s complaint to us.  We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they
are making an investment in their family and we take this trust very seriously.  We sincerely regret any frustration that Mr. ******* has
experienced in this situation.  

After reviewing our records, we have found that the account associated with Mr. *******’s name and email address does not contain an active membership. However, when searching with Mr. *******’s phone number and billing details, we were able to locate an active paid subscription that is associated with a different name and street address. 

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would
automatically renew after their free trial.  Our records indicate that this account was signed up for a 14 day free trial membership on December 10, 2012.  The trial membership ran from December 10, 2012 to December 24, 2012.  Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership.  In this case, the membership continued to renew on a monthly basis from December 24, 2012 to the last renewal on March 23, 2015.    

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.  

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online
cancelation or phone call was ever received indicating Mr. *******’s desire to cancel.  

Currently, the account has been canceled as of April 7, 2015 so there will be no further renewals or charges.  Because we are committed to providing superior customer service, we have made a large exception to our policies as they regard the membership and are prepared to issue a refund to Mr. ******* in the amount of $****** for the past 12 billings. Please note, it may take up to 7-10 days for this credit to become accessible within his PayPal account. 

With this cancellation, the access to the paid online databases will expire immediately and Mr. ******* will have no further billing
from Ancestry.   

Unfortunately, we are unable to process any further refunds. If Mr. ******* believes his PayPal account was used fraudulently, we encourage him to contact his fraud department at PayPal.  

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 "Connection and Strengthening Families through the World Wide Web"

Consumer Response:  
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,

***** *******

3/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Subscription was renewed (by American Express payment) automatically on 3/13. I was not notified ahead of the charge as I usually am, but it would have been authorized. However, when I tried to log into my account, it showed only as an unpaid "Registered Guest". I spent hours on line trying to fix it. I spent hours on the phone talking to customer service reps. I spent almost an hour trying to find older records that they could track through. Finally, today, Ancestry.com said that there was nothing they could do about it - they would not accept the proof of the charge (and payment to them) from American Express. They said I had to get in touch with AmEx and clear it up with them. In the meantime, I'm not willing to pay the charge again and, therefore, have no use of the account.

Desired Settlement: I simply want them to acknowledge the payment that's already been made to them, and to activate my account as paid for.

Business Response: March 27, 2015

RE: **** ******* – Case: ********  

To Whom It May Concern, 

Thank you for forwarding Ms. *******’s complaint to us.  We have carefully reviewed the request and have the following response. 

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. 

After further investigation, we were able to locate Ms. *******’s Ancestry account under a different last name and email address.  

Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue
a refund to Ms. ******* in the amount of $****** for the billing in question.

Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: *********.  

With this cancellation, Ms. *******’s access to the paid online databases will expire effective immediately and she will have no further
billing from Ancestry.  Because we want Ms. ******* to have success with her family research, she will have continued access to the free resources on our site as a, “Registered Guest.”  

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

Consumer Response:  
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,

**** *******

3/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up for a trial membership of ancestry.com. I realized it had ended so I cancelled it. Up to that point I had not been charged or sent ANY notification that I was billed. I couldn't find anything on my account stating I was billed so I cancelled it. Then the next day AFTER I cancelled it I was notified that they took $44 out of my account the DAY AFTER I cancelled them. It said on the statement that I was "billed" 2 days prior but no where on my account did it say I was billed, I never received an email and it was not on my online banking as a pending withdrawal. I have emailed them multiple times regarding this. I am very upset that they took my money, especially without any bill or notification and AFTER I cancelled my account with them. On their website it claims they will bill you when the time comes instead they just took my money after i CANCELLED it.

Desired Settlement: I want my money back, what they did was completely unethical.

Business Response: March 20, 2015
 

RE: ********* ********* – Case # ******** 
    

To Whom It May Concern,           

Thank you for forwarding Ms. *********’s complaint to us. We have carefully reviewed the request and have the following response. 

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they
are making an investment in their family and we take this trust very seriously.  We sincerely regret any frustration that Ms. ********* has experienced in this situation.  

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would
automatically renew after their free trial.  Our records indicate that Ms. ********* signed up for a 14 day free trial membership on 2/18/2015.  Their trial membership ran from 2/18/2015 to 3/4/2015.  Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership.  In Ms. *********’s case, the membership renewed to a monthly subscription on 3/4/2014.     

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. 

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online
cancelation or phone call was ever received indicating Ms. *********’s desire to cancel.  

Currently, the account has been canceled so there will be no further renewals or charges.  Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue a
refund to Ms. ********* in the amount of $***** for the past billing.  Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution. 

With this cancellation, Ms. ********* access to the paid online databases will expire immediately and she will have no further billing from Ancestry.  Because we want Ms. ********* to have success with her family research, she will have continued access to the free
resources on our site as a, “Registered Guest.”   

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
"Connection and Strengthening Families through the World Wide Web"

3/27/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I started to sign up for free 7 day trial and their site said I was already registered under the name of **** ******* with my email address-so the rep changed it to my name and I signed up for 7 day trial-right after signing up for free 7 day trial I recieved an email thanking me for my order of a criminal and civil record that I did not order.I was looking up a friend who is adopted to find her parents names and have absolutely no need for criminal-civil records and did not order.I emailed the company several times and I have the emails to prove and they refuse to refund the $49.90 that they charged my debit-in order to sign up for 7 day trial you had to put in your card info. The last person that told refused refund was ****** a supervisor-emailed through Archives.com (also Ancestry.com) It's too bad they have acted badly because if they had refunded they would probably have gotten much more money over time.I looked them up online and it appears that this is a common rip off that this company does.Also they advertise that someone actually goes to the courthouse to get their info and this is not true.

Desired Settlement: I would like my money refunded and I would hope that this company would straighten up because it is a good idea if done in good character

Business Response: March 25, 2015 

RE:****** ******* – Case: ********

 
To nWhom It May Concern, 

Thank you for forwarding Ms. *******’s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.  

At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation.     

Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a full refund to Ms. ******* in the amount of $49.90.  Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution.

With this cancellation, Ms. *******’s access to the paid online databases will expire immediately and she will have no further billing from Archives.com.   

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

Sincerely,
 

*******
Executive Response Team
Ancestry.com

Consumer Response:  
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,

****** *******

3/26/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: this product did not help me in finding out any new information than what was already found

Desired Settlement: I had cancled on the same day that I signed up but the still charged me that month and this month they charged my bank account unauthorized . I called to make sure it was calleced and the customer service put me on hold and then hung up on me I had to call back 3 times and the last time I called was put on a hold then they disconnected my phone calll I just want them to return my money back for two months of service I never used.

Business Response: March 18, 2015

RE: ****** * ******* – Case: ********
 

To Whom It May Concern, Thank you for forwarding Mr. *******’s complaint to us.  We have carefully reviewed the request and have the following response. 

As a company, we strive to serve our customers’ best interests. Unfortunately, we have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew.  

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms
& Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.  

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Mr. ******* to cancel during his initial month.  

At this time the account has been canceled as of March 11, 2015 and a refund of $34.99 has been issued. Per our Terms and Conditions that Mr. ******* agreed to, monthly subscriptions are not eligible for refunds. However, because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund in the amount of $34.99 for the billing in February. The confirmation number for this transaction is *********. Depending on the payment method you used for this membership, please note that it may take up to 3-5 ays for this credit to post to your account.

The access to the databases associated with this membership has been terminated effective immediately and Mr. ******* will
have no future billing from Ancestry. Because we want you to have success with your family research, you will have continued access to the free resources on our site as a registered guest.  

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

Sincerely,
*******
Executive Response Team
Ancestry

3/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had cancelled my subscription to www.archives.com before the trial period ended, two months ago. My account was charged for a monthly subscription WITHOUT MY AUTHORIZATION. I have been unemployed for over six months and had very little money to my name. I did not even have the amount they charged in my account! They have put me into FINANCIAL RUIN. How am I supposed to live my daily life with $0.00?

Desired Settlement: I would like for them to return the money they took out of my account.

Business Response: March 25, 2015 

RE: ****** * *******– Case: ********
 

To Whom It May Concern, 

Thank you for forwarding Ms. *******’s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.  

Our records indicate that we were contacted by Ms. ******* on March 17, 2015 and a refund of $9.99 was issued at that time.   

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

Sincerely,  

 

*******
Executive Response Team
Ancestry.com

Consumer Response:  
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. I have already been contacted and the issue was resolved. Thank you.

Sincerely,

****** *******

3/23/2015 Problems with Product/Service | Complaint Details Unavailable
3/20/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Got e-mail stating that I needed to review DNA kit order for shipping: that I never placed The order online form had my master card number which is new I have never given to this company. The ancestry account comes from my church for free. I called Ancestry and was told that they could not delete the on.line form I had not been billed and my bank gave them my new card information Try to edit the the infromation by; 1. make up a differnt master card number 2. make up a differnt name and addresss The order was place has ***** ******** maiden name which is not the name on the card I do have a DNA inprocess which was A gift my someone elsewhich no payment infromation was needed

Desired Settlement: I what to know how they got my master card infromation delte infromation from online file for new DNA KIT

Business Response: March 12, 2015

RE: ***** *. ******* – Case: ********
 

To Whom It May Concern,
 

Thank you for forwarding Ms. *******’s complaint to us. We have carefully reviewed the request and have the following response. 

After further reviewing our records, we found that Ms. *******’s billing details appear in the Review portion of the DNA order process.  

If a member begins the order process of purchasing a DNA test, and backs-out of the process after they enter their billing details, the customer’s information will continue to display in the Review portions of the order. 

As Ms. ******* has requested, her card information has been removed from the DNA page. We can also confirm that her account does not have any future billings scheduled.  

We apologize for the frustrations that Ms. ******* encountered with our site. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at
**************. 

Sincerely,  

 

*******
Executive Response Team
Ancestry.com
"Connection and Strengthening Families through the World Wide Web"

3/13/2015 Problems with Product/Service
2/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: SIGNED UP FOR A MONTH FREE AND ON THE DAY I GO TO CANCEL MY CARD HAS BEEN CHARGED. ON THAT DAY I EMAILED AND REQUESTED A REFUND. THEY TOLD ME I COULD HAVE THE SERVICE UNITIL THE FOLLOWING MONTH. THE SITE WAS NOT USEFUL AND I FOUND MORE INF BY DEALING WITH THE STATES OF INTEREST.

Desired Settlement: I WOULD LIKE TO BE REFUND AND MAYBE BE TOLD WHY THEY WOULD WANT SOMEONE WHO IS SO DISATIFIED.

Business Response: February 20, 2015 

RE: ****** **** – Case: ********
 

To Whom It May Concern, 

Thank you for forwarding Ms. ****’s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.  

We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. **** has experienced in this situation.     

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their seven day free trial. Our records indicate that Ms. **** signed up for a monthly membership that began with a free seven day trial on February 8, 2015.   

Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. ****’s case, her trial renewed to a monthly paid membership on February 17, 2015.  

When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. **** was responsible to cancel online if she did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Ms. **** indicating her desire to cancel during the seven day trial. 

Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a full refund to Ms. **** in the amount of $**** for the past billing.  Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. 

With this cancellation, Ms. ****’s access to the paid online databases will expire immediately and she will have no further billing from Archives.com.   

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

Sincerely,
 

*******
Executive
Response Team

2/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I had signed up for the free trial (14 days) and had not been on the site since. They charged my card 3 times before I caught it on my checking account statement. I called the company to get a refund (since I had not used the site at all after the 14 day trail) and they refused to refund two of the charges totaling $*****. The representative stated that this was listed on the terms and agreement but I feel that this free trail was misleading. I did not find the site to my satisfaction. They use the free trial as a tool to make unauthorized charges to my card for services not rendered.

Desired Settlement: I would like a refund for charges made to my debit card in the amount of $*****.

Business Response: February 20, 2015

RE: ******* ******** – Case: ********
    

To Whom It May Concern,         

Thank you for forwarding Ms. ********‘s complaint to us.  We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they
are making an investment in their family and we take this trust very seriously.  We sincerely regret any frustration that Ms. ******** has
experienced in this situation.  

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would
automatically renew after their free trial.  Our records indicate that Ms. ******** signed up for a 14 day free trial membership on 10/21/2014.  Her trial membership ran from 10/21/2014 to 11/4/2014.  Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership.  In Ms. ******** case, the membership continued to renew on a monthly basis from 11/4/2014 to the cancelation date of 2/19/2015.      

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.  

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online
cancelation or phone call was ever received indicating Ms. ********’s desire to cancel.  

Currently, the account has been canceled as of 2/19/2015 and a refund of $***** has been issued. Becausewe are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue an additional refund to Ms. ******** in the amount of $***** for the December and January billings.  Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution.

With this cancellation, Ms. ********’s access to the paid online databases will expire immediately and she will have no further billing
from Ancestry.  Because we want Ms. ******** to have success with her family research, she will have continued access to the free resources on our site as a, “Registered Guest.”  

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
"Connection and Strengthening Families through the
World Wide Web"

2/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I did a free trial for 14 days. I had to enter my credit card information (PayPal) in order to start the free trial. I looked today, and I have two charges on my Paypal account for $19.99 each. One processed Jan 13, 2015 (transaction ID# *****************), and the other on February 12, 2015 (Transaction ID# *****************). I don't even have any credit card information on my Ancestry profile because I deleted it after I cancelled before the free trial ended.

Desired Settlement: I want my money for these transactions refunded to me. I did not give permission for these charges to be made, and I no longer wish to subscribe to such shady business dealings. I have no idea how this company is a A+ with the BBB.

Business Response: February 25, 2015

RE: ********* **** – Case: ********

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. 

We have personally contacted Ms. **** regarding her concerns, and were able to resolve the situation. 

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

Consumer Response:  
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,

********* ****

2/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have cancelled my Ancestry.com subscription but you continue to illegally keep my credit card information on file, with no way to remove it. My account information has been hacked several times on Ancestry, causing me the need to cancel my credit card and causing undue financial and emotional distress.

Desired Settlement: If you do not remove my credit card information immediately and completely remove my name, credit card and any other identifying information about me from Ancestry, I will be forced to take legal action against you.

Business Response:



February 19, 2015

RE: ********* ******** – ******** 

 

To Whom It May Concern,           

Thank you for forwarding Ms. ********’s response to us. We have carefully reviewed the information and have the following response.

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they
are making an investment in their family and we take this trust very seriously.  We sincerely regret any frustration that Ms. ******** has experienced in this situation.  

Our typical practice is not to delete guest accounts.  However, as we can understand Ms. ********’s concern, we as a courtesy have
removed her account and billing details from Ancestry. 

Please allow 7-10 business days for all emails to cease concerning these accounts. Now queued for deletion, Ms.********’s name, email address, residential address, family tree information, and any DNA results on our site will be removed from our system. We appreciated the opportunity to assist Ms. ******** in her discovery. 

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

*******
Executive Response Team
Ancestry


2/28/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In January 2015 my credit card was charged twice for Ancestry.com services. I have only authorized a $99 membership but was billed $99 and $189. When I called customer service I was told that I had two accounts under two different email addresses. Two years ago when changing email carriers I updated my email address but never opened a second account with Ancestry.com. The person I spoke too said he could fix the email address issue and credit my account for the $189 but when I asked how long I had been charged for the second account he said two years. I ask him to remove the charge from last year as well but he said I would have to write to have that addressed. I spent over 20 minutes online trying to find a place to send an actual letter but couldn't find anything so I mailed a letter to corporate headquarters two weeks ago which they are yet to acknowledge. When I went onto the site tonight it said I needed to update my email address and showed the old email address again. I did update the email again and they said I couldn't use that address because its already in use. Yes it is because I'm using it. I fear the response will be that because I didn't catch the charge on my bill last year that I'm out $189 which is a serious issue to me because I never authorized a membership at that price and certainly don't need duplicate services. I am retired and live on a fixed income and Ancestry.com is a luxury but it is wrong for them to charge people for services they didn't sign up for.

Desired Settlement: I would like a letter confirming that the old email address has really been removed from my account and that I only have one account that is $99 pr six months and that it is listed under the correct email address. I would confirmation that both overcharges for the second membership they created in error have been removed from my credit cards. They billed me $189 in Jan 2014 and $189 in Jan 2015. This is very frustrating that when you update your email address a second account is created for you and you don't know about and when they send a billing notice it goes to a dead email address you can't see.

Business Response: February 25, 2015

RE: ******* * ******* – Case: ********
 

To Whom It May Concern,

Thank you for forwarding Ms. *******’s complaint to us.  We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation.

Because we are committed to providing superior customer service, we have made an exception to our policies and have issued two refunds to Ms. ******* in the amount of $****** each. 

Her most recent charge of $****** that was billed on January 13, 2015 was issued back to her account ending in **** on February 4, 2015.  The additional charge of $****** that was billed on January 13, 2014 will be issued by paper check as it occurred over one year ago.  Please note that it may take up to 3-5 weeks for Ms. ******* to receive the refund. 

We can confirm that Ms. *******’s account with the username of “********” has been cancelled and she will not receive any future billing on that account.  Ms. *******’s card details associated with this account will not be stored for future billings or any charges.  We have also removed her email address of ********@woh.rr.com from our email list.  We again regret any frustrations this has caused. 

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

Consumer Response:  
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,

******* *******

2/28/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Ancestry is misrepresenting to customers to finding their roots and where they came from

Desired Settlement: I would like a refund $108

Business Response: February 9, 2015

RE: ****** ***** - Case # ********
 

To Whom It May Concern, 

Thank you for forwarding Ms. *****’s response to us.  We sincerely regret the frustration that Ms. ***** has experienced in this situation. 
 
We have performed the test and services with the most up to date accuracies and followed all guidelines to produce Ms. *****’s
test.  We cannot control if a customer is not pleased with their results.   

Customers’ DNA may hold information to help make new discoveries about their family’s past, their cultural roots, as well as confirm information in their family tree.  Using the customers DNA test in combination with Ancestry.com gives them hints that can guide their investigations and connect them with new relatives.  These new relatives may have additional information, a piece of their family story to tell or photos to share.

We recently updated our DNA matching process, and are excited to share information with our members about how and why we updated that process.  I have included a link to a blog posting below which Ms. ***** may find helpful. 

http://blogs.ancestry.com/ancestry/2014/11/19/dna-matching-just-got-better/ 

As Ms. *****’s DNA test was run and completed by the laboratory on October 6, 2014, we regret to inform her that she is not eligible for a refund.  As stated in our Terms and Conditions. “If you cancel within the first 30 days of placing your order but after you have returned a
DNA sample to AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA Service. AncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion.”  

http://dna.ancestry.com/legal/termsAndConditions 

We also would like to remind Ms. ***** that her test results are in a continuous matching system, being compared to all tests in the data base and all new tests being done.  As more people take DNA testing, she may be able to locate matching individuals and will have the
ability to share research with each other.   

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

Sincerely,  


*******
Executive Response Team
Ancestry.com

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Sincerely,

****** *****

 ANCESTRY is misleading and advertising false information Finding my roots never informing on it's commercial or customers that this was going to happen - DNA match list may get a little smaller—in some cases, quite a bit smaller. For example, some of the more distant cousin matches will no longer be considered a DNA match and will drop off your list. You can learn more about the science behind these improvements in this blog post from AncestryDNA General Manager *** *******. The post refers to DNA matching challenges found in specific populations, but these same kind of improvements can be made across all AncestryDNA tests. I did not pay $108 to be robbed of and now my relatives ( Finding My Roots ) . Here is another LIE - Ancestry.com subscribers have made more than 8 billion connections ( Not ME ) remember my DNA match list is growing smaller . I would like my refund $108 . 

Business Response: February 13, 2015

RE: ****** ***** - Case # ******** 


To Whom It May Concern, 

Thank you again for forwarding Ms. *****’s response to us.  We sincerely regret the frustration that Ms. ***** has experienced in this situation.  

We would like to bring to Ms. *****’s attention that an email was sent to our DNA members on November 19, 2014 which explained that we were making advancements to make AncestryDNA better. The email explained to them that we were upgrading our database to make fewer, but more accurate matches that are almost 70 times more likely to find a distant relationship.    

Our updated DNA matches or “DNA Circles” re-imagines what DNA matching can do. It goes beyond finding a common ancestor with the members DNA matches to link them to additional AncestryDNA members with the same common ancestor, thus creating a Circle of people who are all related.  

DNA Circles starts with well-proven DNA matching technology to find the users distant cousins among other AncestryDNA members. Then we look at all of the matches together to find people who are interconnected. 

This is where the power of having an Ancestry tree connected to AncestryDNA test results comes into play. Using family trees, we look for an ancestor shared across a group of DNA-related people. When
AncestryDNA finds one, a DNA Circle is created. 

After reviewing Ms. *****’s AncestryDNA, we have found that she currently has over 1200 possible DNA matches, she however does not have any DNA Circles listed.  Not every AncestryDNA member will have a DNA Circle. This is usually caused by not having a large family tree. In Ms. *****’s case, we show her family tree has individuals listed on her mother’s side, but not any individuals on her father’s side. By completing more generations on her family tree, it will increase the chances of beginning a DNA Circle.     

We have placed below a link that will provide Ms. ***** with more information on our DNA Circles.  

http://help.ancestry.com/app/answers/detail/a_id/9052/kw/Download%20v1%20DNA%20Matches#res4

As previously mentioned in our past response, we have performed the test and services with the most up to date accuracies and followed all guidelines to produce Ms. *****’s test.  

Because we are committed to providing superior customer service, we are prepared to make a large exception to our policies and issue a refund in the amount of $*****. However, once the DNA test has been canceled and refunded, Ms. ***** will no longer be able to access any of her DNA test results. If Ms. ***** has questions regarding the refund, she is welcome to view our Terms and Conditions
that state the following:   

“If you cancel within the first 30 days of placing your order but after you have returned a DNA sample to
AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA Test. If you cancel your AncestryDNA test, you will not be able to access any DNA test Results” 

http://dna.ancestry.com/legal/termsAndConditions 

If Ms. *****, would like us to proceed with the cancelation and refund, she is welcome to reply to this response, or email *****************@ancestry.com with instructions to do so.

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

Sincerely, 


*******
Executive Response Team
Ancestry.com

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Sincerely,

****** ***** I would like my $108 full refund 

Business Response: February 20, 2015

RE: ****** ***** - Case # ******** 


To Whom It May Concern, 

Thank you again for forwarding Ms. *****’s response to us.  We sincerely regret the frustration that Ms. ***** has experienced in this
situation.  

As previously mentioned in our past response, we have performed the test and services with the most up to date accuracies and followed all guidelines to produce Ms. *****’s test.  Per our Terms and Conditions, Ms. ***** is not eligible for a refund.  However, because we are committed to providing superior customer service, we are willing to make an exception to our policies and issue a partial refund in the amount of $*****.

We regret any frustrations that this may cause Ms. *****, we however, feel this is a fair resolution and no additional refund is available.

If Ms. *****, would like us to proceed with the refund, she is welcome to reply to this response, or email *****************@ancestry.com
with instructions to do so.

We also would like to reiterate, that once the DNA test has been canceled and refunded, Ms. ***** will no longer be able to access her DNA test results.  If Ms. ***** has questions regarding the refund, she is welcome to view our Terms and Conditions that state the
following:   

http://dna.ancestry.com/legal/termsAndConditions 

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

Sincerely, 


*******
Executive Response Team
Ancestry.com

2/25/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This is the information I was going to enter for the claim via BBB. What do you think? In 2012, I signed up for a 3 month subscription to ancestry.com. After the 3 month subscription was completed, I personally called the company and cancelled my services. At cancelling my subscription, I had not expected to be charged additional cost. The charges every 6 months weren't monitored closely as both my husband and myself use PayPal for other online transactions. It can be verified using the Ancestry.com database, it can be verified that neither my husband or myself have used this fraudulent account. The dates and charges below have all been withdrawal from my account without permission. With the call cancelling my subscription and the nonuse of the account, I feel that these charges should be credit back into my bank account. 7/3/14 – 99.00 1/3/14 – 99.00 7/3/13 – 77.77 1/3/13 – 77.77 7/3/12 – 77.77 1/2/12 – 77.77 Total- $506.00 When attempting to reach a company to resolve this issue without involing outside parties, Ancestry.com replied stating there was no account under the complaints name. Thanks for your time and effort reviewing this case. ******** *********

Desired Settlement: To obtain a minimal of 75-100% of loss funds

Business Response:

February 16, 2015 

RE: ******** ********* – Case: ********
 

To Whom It May Concern,

Thank you for forwarding Ms. *********’s complaint to us.  We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. 

We sincerely regret any frustration that Ms. ********* has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen. 

When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.  

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior
to the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online cancelation or phone call was ever received from Ms. ********* indicating her desire to cancel.  

At this time the account has been canceled and a refund of $***** has been issued back to Ms. *********‘s PayPal account.  Unfortunately, PayPal will not accept refunds of transactions that occurred over 60 days ago with Ancestry.com.  With that in hand, we are unable to process the refund for Ms. *********’s previous charges.  However, as we can understand the frustration this may have caused, we would like to provide her with two years of free access to our World Explorer Membership that has a value of $598.80.  If she would like for us to accommodate her account with the free subscription, she is welcome to respond to our response, or email us at *****************@ancestry.com with the request to activate the membership.  We also would be pleased to activate the free time at any time during the 2015 year.

Our accounting department has also agreed to make a large exception by attempting to provide Ms. ********* with an additional refund in the amount of $***** for the billing that took place on 7/3/2014.  As PayPal does not typically refund beyond the 60 days, we cannot guarantee that the additional refund will be accepted by them.  

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

*******
Executive Response Team
Ancestry

2/25/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Project Blue Book files should be public domain. You cannot lay claim to a scanned document which the NY State Supreme Court has already decided on http://en.wikipedia.org/wiki/Bridgeman_Art_Library_v._Corel_Corp. Due to the Freedom of Information Act all such documents should be free to view by the public. Ancestry and Fold3 have laid claim to the recently released Project Blue Book files and require you to pay for a membership in order to view them. This is completely morally wrong!

Desired Settlement: Release the information.

Business Response: February 16, 2015

RE: ****  ******** – Case: ********
 

To Whom It May Concern, 

Thank you again for forwarding Mr. ********’s response to us. We regret for the frustrations that Mr. ******** has encountered.

We would like to bring to Mr. ********’s attention that we digitized and indexed the Project Blue Book files from the National Archive microfilm nearly 8 years ago and they have always been available for free to the public on our site.  We have never asked for money to view these documents and they will remain freely searchable and viewable on Fold3: http://www.fold3.com/title_461/project_blue_book_ufo_investigations/.

We have also place a link below to a blog regarding Project Blue Book.   

http://blog.fold3.com/footnote-begins-releasing-project-blue-book-for-free-as-worldwide-interest-in-ufos-increases/

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

Sincerely, 

 

*******
Executive Response Team
Ancestry

2/17/2015 Delivery Issues | Read Complaint Details
X

Additional Notes

Complaint: Ordered DNA kit for mother for Christmas. Sent to wrong addr. Called and confirmed correct address with company. Sent to wrong address again. Confirmed correct address again. Called today and company not sure if it was sent out again. Mother still hasn't received gift and I have been charged.

Desired Settlement: Want a refund and for them to overnight kit to my mother

Business Response: February 9, 2015
 

RE: ***** ********– Case # ********
 

To Whom It May Concern, 

Thank you for forwarding Ms. ********’s complaint to us.  We have carefully reviewed the request and have the following response.

At Ancestry.com, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation.  

Our records indicate that an expedited shipment was made and delivered on February 3, 2015. Unfortunately, we are unable to provide Ms.
******** with a refund.  However, because we are committed to providing superior customer service we would like to provide Ms. ******** with a free year to Ancestry.com that has a value of $189.00. If Ms. ******** would like us to accommodate her account with the free
subscription, she is welcome email myself at *****************@ancestry.com with the request to activate the membership. We also would be pleased to activate the free time at any time during the 2015 year.   

If you or Ms. ******** has any further questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at ************** or by emailing *****************@ancestry.com.  

Sincerely, 
 

*******
Executive Response Team
Ancestry.com

2/13/2015 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered a product and then found a coupon for free shipping. They would not let me use the coupon I got off the Entertainment site nor let me cancel my order without a fee. Code did work when I put it in on line. They claim they have not honor this coupon for over a year. I informed Entertainment as I am not entirely sure who all is at fault.

Desired Settlement: Billing adjustment, change policy, complimentary service, and/or check refund.

Business Response:

February 5, 2015 

RE: ****** ***** – Case # ********
 

To Whom It May Concern, 

Thank you for forwarding Ms. *****’s complaint to us.  We have carefully reviewed the request and have the following response.

At Ancestry.com, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation.

Unfortunately, we are unable to honor Ms. *****’s request for the free shipping as the information located on Entertainment.com is not valid.  All discounts that Ancestry offers to its members are sent via email, or available online at Ancestry.com.  If Ms. ***** has questions regarding the coupons on Entertainment, we suggest het to contact them as we are not affiliated with their website.

If you or Ms. ***** has any further questions regarding this or any other matters pertaining to Ancestry, please do not hesitate to
contact us at ************** or by emailing *****************@ancestry.com

Sincerely, 
 

*******
Executive Response Team
Ancestry.com

2/3/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: From October 17, 2014 through month of January 2015 my credit card was billed 4 times for $ 19.99 for each month that i did not authorize. Month prior to October 17 2014 i did authorize for a charge of $ 19.99 one time. Noticed repeated monthly charges of $ 19.99 appearing on my credit card statement, tried numerous times to cancel any & all subscriptions related to that recurring monthly charge either by the Ancestry. com website or by phone but was unsuccessful repeatedly

Desired Settlement: Refund of $ 79.96 to my Credit Card

Business Response: February 2, 2015

RE: ****** * ***** – Case ********
    

To Whom It May Concern,           

Thank you for forwarding Mr. *****’s complaint to us.  We have carefully reviewed the request and have the following response.
 

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they
are making an investment in their family and we take this trust very seriously.  We sincerely regret any frustration that Mr. ***** has
experienced in this situation.  

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would
automatically renew after their free trial.  Our records indicate that Mr. ***** signed up for a 14 day free trial membership on 9/3/2014.  Their trial membership ran from 9/3/2014 to 9/17/2014.  Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership.  In Mr. ***** case, the membership continued to renew on a monthly basis from 9/17/2014 to the cancelation date of 2/16/2015. 

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. 

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online cancelation or phone call was ever received indicating Mr. *****’s desire to cancel.  

Currently, the account has been canceled so there will be no further renewals or charges.  Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and are prepared to issue a refund in the  mount of $***** for the past 3 billings.  Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution. 

With this cancellation, Mr. *****’s access to the paid online databases will expire immediately and he will have no further billing from Ancestry.  Because we want Mr. ***** to have success with his family research, he will have continued access to the free resources on our site as a, “Registered Guest.”  

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
"Connection and Strengthening Families through the
World Wide Web"

Consumer Response:  
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. Thank you Better Business Bureau for an amicable resolution to this matter.

Sincerely,

****** *****

1/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Technically speaking I can't sync Family Tree Maker with Ancestry nor use the find duplicate function on Family Tree Maker. Additionally, my media sync keeps running indefinitely. I have worked with their agents including supervisors and upper level support personnel for more that 2 months. I was forwarded at least 8 emails that was supposed to solve the problem and none did. I sent 4 emails and 3 were lost in their system. They have also tried to upsell me their products. Finally, I got it across that I had already purchased Family Tree Maker 14 and they agreed I should not have to buy it again. Then they said reload the 14 version which they would give me for free. They sent me version 12 not 14. If you check the complaints on the internet there seems to be a ream of people that are having problems. Some have lost their whole tree. It seems to me that if they can't fix the problem and you can't intervene to get it done that their are enough people with problems to file a class action suit.I hope you can help me.Thanks******* ****** **************** ********** *********** ** *****

Desired Settlement: Fix the problem - permanently.And reimburse me for the time I could not use their product and I was charged for the service or give me a credit if it is fixed.

Business Response: January 22, 2015

RE: ******* ****** – Case: ********
 

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. 

An individual from our executive offices has personally spoke Mr. ****** regarding his concerns with the Family Tree Maker software, and were able to resolve the situation. 

Because of the frustration that Mr. ****** encountered, we have placed an additional month of free time to his account.   

If you or Mr. ****** have any further questions regarding this or any other matters pertaining to the Family Tree Maker software, please do not hesitate to contact us at **************.

Sincerely, 
 

*******
Executive Response Team
Ancestry

1/30/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ancestry.com promised me as a MyFamily.com customer that I could receive an archive of my site's content. All I received was our photos. My family's MyFamily.com website (********* Family) was used by us for years. We had a LOT of content on the site that was of great value to us. We were told that MyFamily would be closing on a certain date (9/30/14) but that we could request an archive of ALL our site's content. Several family members including me requested this archive and we received large zip files. When we unzipped them, AFTER the MyFamily.com site had been closed, we all found that it only contained our photos, with no captions for the photos. It did not include our news posts, most critical to all of my family members. It also did not include any videos, recipes, or discussions based on the photos. I submitted an inquiry to Ancestry.com after finding that our zip file was very incomplete: From: MyFamily.com Support ***************@custhelp.com Date: Monday, October 06, 2014 7:30 PM To: *******@twcny.rr.com Subject: Zip archive missing bulk of our content Incident: ************* Dear ***, Thank you for contacting MyFamily.com in regard to the text on your site. We apologize for the delayed response and appreciate your patience. Unfortunately, the text from your site was not included in the export and would needed to have been taken from the site manually. We had made our announcement of retirement on June 5th so that all of our members would be able to save content from their sites. At this time the site is now closed and no longer available. We regret any frustration this may have caused. We wish you the best of luck as you continue to communicate and gather with your family using other services. If you need additional assistance, please feel free to reply to this message. **** Member Solutions MyFamily.com - - - - - - - - - I have also done research online and further tracking down of Ancestry.com's claims and promises. It is clear that as a MyFamily.com customer, I was promised that I would be able to receive my site's content. Ancestry.com even stated what file type each content type would be in. Promises made online are separated by dashes below; each shows where it was found online. - - - - - - - - - According to information posted at Ancestry.com's own site, http://www.ancestry.com/cs/faq/myfamily-faq: Q. Will I be able to export content from my group site? A. Yes, you will be able to export most group content from your active group site. To safely and securely download your data, please log in to your MyFamily group site and request an export by clicking on the orange "Export Now" button located at the top of the page. Once the export has been requested, our export tool will create an electronic package of your content and email you a link that can be used to download the files to your personal computer. Q. In what format will my content be exported? A. Content will be exported into .zip folders which contain files appropriate for the given content. For example, photos will be exported as .jpeg files and videos will be exported in the file format used to upload them. - - - - - - - - - Posted at ***************************************************: * posted June 5, 2014 by ***** * Permalink: ************************************************ Hi *****, Thanks for your post. We just made the announcement this morning here at Ancestry about the retirement of MyFamily... You will be able to export most group content from your active group site on MyFamily. To safely and securely download your data, please log in to your MyFamily group site and request an export by clicking on the orange "Export Now" button located at the top of the page... The content will be exported into .zip folders which contain files appropriate for the given content. For example, photos will be exported as .jpeg files, videos will be exported in the file format used to upload them, and discussion details will be exported as .txt files. Let us know if you are still unable to activate this download. Cheers, ***** Support Community Manager

Desired Settlement: I want to receive the entire content of my family's MyFamily.com site, including news, photos WITH captions and related text, videos, and recipes. I would prefer it in electronic format, but I would even accept it in hard copy.

Business Response: January 16, 2015
 

RE: *** ********* – Case: ******** 

 

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.

Over the years we have built up avariety of products that enable our users to discover, preserve and share their family history. We recognize that there are a lot of ways that we, as a company, can make family history easier, more accessible and more fun for people all over the world.

In order to do this, we needed to focus on our core offerings to ensure we’re delivering the best service and best product experience to our customers.  

To that end, we decided to invest more aggressively in our core Ancestry.com business and retired the MyFamily.com service on September 30, 2014. As of that date, MyFamily.com was no longer available to access. 
 
As we understood the value this service provided to keep our members family connected during their time as a subscriber. We provided our members with the ability to log in to their MyFamily group sites until September 30th, and had the ability to
export most of the family memories they’ve gathered on MyFamily.com. 

Unfortunately, as of September 30, 2014 all MyFamily sites have not been accessible. We regret to inform Ms. ********* that we are unable to provide her with any past documents as the MyFamily files have been redacted in full from our database.
 
We also would like to emphasize to Ms. *********, that as stated on the MyFamily FAQ’s, most of the information had the ability to be exported. Unfortunately, in her situation, text, recipes, and other content were not available to be exported.

If Ms. ********* is interested, there are other services that may provide one or more of the features that MyFamily.com offered, for example:

* This Life by Shutterfly
* Carousel by Dropbox
* Chatbooks    

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

Sincerely,

 

*******
Executive Office Response Department
Ancestry.com




Consumer Response:  
Complaint: ********

I am rejecting this response because Ancestry is claiming in this response that customers "had the ability to export most of the family memories they’ve gathered on MyFamily.com" (emphasis added). This is not correct. We were informed by Ancestry via multiple sources that we would be able to retrieve ALL our family's content. Instead, the only content we received were photos. I would like to make the point that photos were not original content on our MyFamily site; they were uploaded by members, so in all likelihood we have the original files in our systems. Defining the photos as "most" of our family members is arrogant as well as incorrect. What is irreplaceable -- and what we trusted Ancestry to send us in the export files we requested -- are the "News" files. My family used and paid Ancestry for years and we shared a great deal of irreplaceable information via the News feature.

I provided multiple instances of Ancestry telling us that our content would be available to us. We trusted in this and multiple family members requested the export file. We discovered when it was too late that Ancestry was not honest about its willingness and/or capacity to provide our content to us.

Sincerely,

*** *********

Business Response: January 22, 2015
 

RE: *** ********* – Case: ********
 

To Whom It May Concern,

Thank you for forwarding Ms. *********’s response to us.  At Ancestry, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. 

We appreciate Ms. *********’s feedback concerning the MyFamily.com site. We have forwarded her suggestions to our feedback and development department for further review.

As we are unable to retrieve Ms. *********’s MyFamily.com files, and can understand the frustration this has caused, we would like to provide her with a free year to our Ancestry World Explorer Plus Membership that would provide her with full access to Ancestry as well as Fold3 and Newspapers.com.

If Ms. ********* would like us to accommodate her with the free membership, she is welcome to contact our Executive Offices by emailing *****************@ancestry.com with the request to activate her membership. We also would be pleased to activate the free time at any time during the 2015 year.

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

*******
Executive Response Team
Ancestry.com

1/30/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I ordered Ancestry - US Discovery through Itunes for $19.99 on Dec 19th 2014. On Dec 19th I was charge by both Itunes and Ancestry.com for the same account. I emailed them on Dec 24th when I realized what had happened to no avail. No response. I have called the 1-800 phone # 3 times for help only to sit on hold for over 30 minutes each time never connecting to real person. Now i have been charge again on Jan 19th 2015, three charges for a service i only used for 5 days before i wished to cancel.

Desired Settlement: I want the two charges refund, I will take ownership for the first one since i did approve that charge to happen.

Business Response: January 22, 2015

RE: ***** **** ******– Case: ********

 

To Whom It May Concern,
 

Thank you for forwarding Ms. ******’s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry,we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously.  We sincerely regret any frustration that Ms. ****** has experienced in this situation.

Because we are committed to providing superior customer service, we have made an exception to our policies and have issued a refund to Ms. ****** in the amount of $***** for the billing that took place on Ancestry.com on December 19, 2014.  Please note that it can take up to 3-5 days
for the refund to post to her account. The confirmation number for this transaction is: *********.

When a member purchases an Ancestry subscription through a third-party (such as iTunes, Google, or Amazon), the member will be billed automatically every month until they cancel the subscription. All cancelations of those third-party subscription must be canceled through the website it was activated (such as iTunes, Google, or Amazon). 

Unfortunately, as the order was processed through iTunes, Ms. ****** will need to contact them regarding the cancelation and refund. We unfortunately, do not originally collect the funds on that are set up through iTunes, nor do we have the ability to view Ms. ******’s Ancestry account that was set up through iTunes.    
Ms. ****** will find instructions on how to contact iTunes through the following link: http://www.apple.com/support/itunes/contact/, or by calling **************.    

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



1/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have requested discontinuation of service from July 2014 on and have continued to be billed 7.95 per month, I am terminally ill, quite frustrated. I have requested termination of service and through the appropriate website help page and it says that my subscription was cancelled yet I have continued to be charged for the past 6 months. I have spoken with people on the phone who give me phone numbers to no avail, left on hold for hours.

Desired Settlement: seeking refund of 47.70

Business Response: January 15, 2015
 

RE: ******* ****** - Case: ********
 

To Whom It May Concern,
 

Thank you for forwarding Ms. ******’s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.  

At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation.     

Because we are committed to providing superior customer service, we have made an exception to our policies as they regard to the membership and are prepared to issue a refund to Ms. ****** in the amount of $***** for the past six billings.  Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution.

With this cancellation, Ms. ******’s access to the paid online databases will expire immediately and she will have no further billing from Archives.com.  
 
If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at **************. 

Sincerely,
 

*******
Executive
Response Team

Ancestry.com

Tell us why here...

1/24/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have cancelled my account with ancestry.com on multiple occasions and I am still being charged by the company. They have records of it being cancelled multiple times but they still continue to charge my account. I have spoken to their representative "***" on January 7, 2015 who informed me that they had multiple records of the account being cancelled and yet they've continued to charge my account. I also asked to speak to their supervisor at which point the representative informed me that I would be unable to do so. Ancestry.com has charged me 6 times at $21.76 a month for a total of $130.56. I have informed them that this account was cancelled sometime back on July 2014 but they refuse to refund the charges back unless I provide a confirmation number which I do not have. I have not logged into ancestry.com since July 2014. Product_Or_Service: ancestry.com Order_Number: last confirmation # Account_Number: ********@hotmail.com

Desired Settlement: DesiredSettlementID: Refund I have been informed by the representative that the last charge on my account would be refunded, but the remaining $108.80 have yet to be refunded. I would like the $108.80 to be refunded as I have not used their services.

Business Response:


January 16, 2015

RE: ******* ******* ****** – Case: ********
 

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. 


We have been personally contacted Mr. ****** on January 7, 2015 regarding his concerns. We have placed below a copy of the email that we sent to Mr. ****** on January 9, 2015.  

“As a company, we strive to serve our customers’ best interests. Unfortunately, we have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew.  
 
When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.  

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating your desire to cancel.  

At this time the account has been canceled, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund in the amount of $***** for the August to December billings. The confirmation number for this transaction is *********. Depending on the payment method you used for this membership, please note that it may take up to 3-5 days for this credit to post to your account. In total, we have issued a refund of $****** for 5 of the 6 billings.  

The access to the databases associated with this membership has been terminated effective immediately and you will have no future billing from Ancestry. Because we want you to have success with your family research, you will have continued access to the free resources on our site as a registered guest.” 

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

1/16/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I joined ancestry.com during a free trial. The company billed my account for several months once the free trial was over without any monthly notification as a receipt for payment. I only knew they were taking money out of my account when I looked at my bank account. When I called to complain, they acknowledged that the account had not been accessed since July (during the free trial). When I pointed out that I received no monthly receipt for payment, he said it must have been in my spam filter, yet my cancelation email from them had no trouble coming through. I would like a refund for the months they took money without sending me any notification not even a receipt.

Desired Settlement: I want all money taken from my account returned. They can see I never accessed the account during the months they took money, and I never received a receipt during those months.

Business Response: January 16, 2015

RE: ****** ****
****** – Case # ********
    

To Whom It May Concern,           

Thank you for forwarding Ms. ******’s complaint to us. We have carefully reviewed the request and have the following response.  

At Ancestry, we strive to always provide excellent customer service.  We realize that when a customer makes a purchase from us, they
are making an investment in their family and we take this trust very seriously.  We sincerely regret any frustration that Ms. ****** has experienced in this situation. 

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would
automatically renew after their free trial.  Our records indicate that Ms. ****** signed up for a 14 day free trial membership on 7/28/2014.  Her trial membership ran from 7/28/2014 to 8/12/2014.  Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership.  In Ms. ******’s case, the membership continued to renew on a monthly basis from 8/12/2014 to
the cancelation date of 12/22/2014.

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.  

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period.  According to our records, no online cancelation or phone call was ever received indicating Ms. ******’s desire to cancel. 

Currently, the account has been canceled as of 12/22/2014 so there will be no further renewals or charges.  Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue an additional refund to Ms. ****** in the amount of $***** for the September and October billings.  In total, we have issued a refund of $***** for four of the five billings. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution.   

With this cancellation, Ms. ******’s access to the paid online databases will expire immediately and she will have no further billing from Ancestry.  Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a, “Registered Guest.” 

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
"Connection and Strengthening Families through the World Wide Web"





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Consumer Response:  
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,

****** ******

1/13/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Refund promised for $199 never processed despite repeated contacts and company acknowledges refund is owed. Also offered Fold3 and Newspapers.com. On 7/18 I called to order a DNA kit from Ancestry.com and while I was on the line, the rep offered the World Upgrade + for $199. I was told that this offer included Fold 3 and Newspapers.com as well. I was also told that I would receive a refund for $110.25 for the unused portion of my old membership that I had renewed in March for $189. I was charged for the DNA kit plus a separate charge for $199 upgrade which was debited from my account on 7/21 (processed on the 7/18) . The refund of $110.25 never showed up in my account even though I'd been told that it was processed on 7/18. I called to follow up multiple times to track down the refund and later found out it had been deposited in a different account than I had expected. In the meantime, because I placed a trace and a debit refund request with my bank, Ancestry cancelled my account on 9/13. I received an email dated 10/7 confirming I'd receive my $199 refund. I only found out that my account was cancelled when I couldn't access it and was told that I was cancelled b/c my bank had disputed the entire $199 charge. On 9/15 I talked to *******, who stated that my account was cancelled due to the dispute of the account. ******* also stated that the membership did NOT include Fold 3 and Newspapers.com. The same day (9/15) after verifying with my bank I called Ancestry back and spoke to another rep, ****** and asked for a supervisor to assist. ****** came back and just regurgitated what I had already been told all the other times on the phone and offered NO resolution to my service problem. It took almost an hr on the phone to finally get to talk to *******, a supervisor. ******* recounted the problem and reiterated that their accounting records show these funds refunded when in fact they have not been credited to my account. I had no active account and no money refunded to my account despite having paid $189 for the initial renewal service in April and again $199 in July for the World service and no refund issued. As a courtesy, ******* agreed to reactivate my account free for 6 months while we resolved the refund issue. finally I got an email dated 10/7 stating my refund for $199 would be process in 3-5 business days. That never occurred. I never received the refund so after several emails to their accounting office, I called on 11/11 and was told that my refund would be processed on 11/15 and to expect it within 3-5 business days. As of today, 12/1 those funds are still not processed through my bank. I called again today 12/1 and was to,d they would look into the matter.

Desired Settlement: I want my refund of $199 + I want 6 months of Fold3 and Newpapapers.com at no additional charge.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
December 16, 2014
RE: ****** ***** - Case: ********


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.

We regret the frustration that Ms. ***** has encountered. Currently our accounting department is investigating Ms. *****'s refund. We currently show a refund of $****** was issued on 7/18/2014 to a card ending in ****. We also have found that a Ms. ***** initiated a chargeback on 9/13/2014 in the amount of $****** on another account ending in ****. We have found those funds have been provided back to the member as we accepted liability.

At this time, we have provided Ms. ***** with 6 months free to the World Explorer Plus membership. Her access will begin effective immediately and will cancel on 7/16/2015.

In regards to the remaining funds being refunded to Ms. *****. We will be contacting her within the next 3-5 business days via email to let her know what our accounting department has found.

Again, we regret the frustration that Ms. ***** has encountered. 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

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
The charge back was NOT accepted by Ancestry as they stated. I never received the additional $****** to account ****. I am still owed the full $*** to account ****. They keep saying they are investigating despite 2 emails agreeing to refund the$***. 9/13 was the date thatAncestry cancelled by subscription because I challenged the charge back.

Business Response: December 29, 2014
RE: ****** ***** - Case: ********

To Whom It May Concern,

Thank you again 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.

We apologize for the delay and frustration that Ms. ***** has encountered. Our accounting department has assured me that they are working with our accounts system in issuing the refund.

Because Ms. ***** initiated a chargeback, it is taken longer than normal for the refund to be issued back to her account. We will however, continue to be in contact with Ms. ***** during this process. If she should have any further question's, she is welcome to contact me directly at ************** Monday - Friday 8am to 4:30pm (MST).

Again, we regret the frustration that Ms. ***** has encountered. 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

1/7/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: For 6 months Ancestry was taking money out of my bank account which I had not noticed. I never remember hearing about them or doing business with them. I did not receive any benefit, but they knew my Visa card #. I never heard from them during the 6 months. I noted in www.Ripoffreport.com there had been similar complaints. My money loss is 47.70, I am trying to help others who may get involved with this company if indeed this is a scam.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
December 23, 2014

RE: ****** ******* - Case: ********

To Whom It May Concern,

Thank you for forwarding Mr. *******'s complaint to us. At Archvies.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

We sincerely regret any frustration that Mr. ******* has experienced in this situation. We have carefully reviewed his account information and respond to the inquiry as follows:

When signing up for a membership on Archives.com, users are required to confirm that they have viewed and accepted Archives.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. ******* indicating his desire to cancel.

At this time the account has been canceled so there will be no further renewals or charges. Our records also indicate that Mr. ******* has disputed the charges, which has caused a chargeback. Because he chose to initiate the chargeback process, we are obligated to follow through on that process. If his financial institution determines that the funds should be returned to us, we are not in a position to dispute that decision.

We recommend that Mr. ******* contact his financial infatuation to explain the factors they will be considering in making their decision.

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

Sincerely,


*******
Executive Response Team
Archives.com

1/6/2015 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I have been charged for a service I used for a college project for 10 months. I have been paying for a service I have not used for the last 10 months that began on January 13, 2014 through December 2014. I originally signed up for the trial account to receive information from Ancestry for a college research paper I was writing during the fall of 2013. When I discovered I was being charged a monthly fee in April 2014, I called the company to cancel and asked them to remove the charges. The lady that I spoke with was not helpful and her tone was extremely rude. She told me they couldn't remove the charges at that time. I asked her to cancel the $19.99 monthly subscription and she told me she did. I called a second time to cancel on December 15th of 2014 and spoke with customer service representative, ******* who was helpful and much friendlier then the first person I had spoke with. She put me on hold a couple of times while trying to help and managed to remove charges for December of 2014. In closing, I do not think it is right or ethical business practice for Ancestry to have charged my account for the last 10 months for a service I wasn't using. Moreover, the charges should never have continued after I had called to cancel the first time.

Desired Settlement: a refund for the services I did not use in the dollar amount of $199.90.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
December 23, 2014
RE: **** **** - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. ****'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. **** has experienced in this situation.

Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue an additional refund to Ms. **** in the amount of $****** for the February - November billings. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: *********.

With this cancellation, Ms. ****'s access to the paid online databases will expire and she will have no further billing from Ancestry. Because we want Ms. **** to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest."

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


*******
Executive Response Team
Ancestry

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
Yes I accept this response. Thank you

12/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I did not get a email saying my frree trial was up and i thought i had the last day the trial was up so I should get a refund of my money. I started the free trial two weeks from this date 11/29/2014. I thought I would have had until 11:59 pm tonight until I had to cancel my free trial.I did not fund any information on my family.

Desired Settlement: I would like a refund of my money.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: ************
Contact Email: *****************@ancestry.com
December 12, 2014
RE: ***** ***** - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. ***** complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation.

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. *****'s desire to cancel.

At this time the account has been canceled, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund in the amount of $34.99 for the billing in November. The confirmation number for this transaction is *********. Depending on the payment method you used for this membership, please note that it may take up to 3-5 days for this credit to post to your account.

With this cancellation, Ms. *****'s access to the paid online databases will expire immediately and she will have no further billing from Ancestry. Because we want Ms. ***** to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest."

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
"Connection and Strengthening Families through the World Wide Web"

12/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: signed in for the 14 day trial period,canceled online before was due,ancestory.com did not give me a cancel number,they then charged my account i called ************** spoke with ********* on 11/29 at 249 after being on hold almost 20 minutes. she explained to me that i failed to get a cancellation number they gave me when i cancelled online, (no number listed) she then passed me to **** her supervisor, who reported i was "in time" for a cancellation, but that it would take 4-7 days to receive my refund. I once again explained that i had canceled my membership earlier online as they requested per their web page, reported was not his fault, i needed the cancellation number that i wasn't given.

Desired Settlement: I would like a refund, and if any charges are caused by ancestory.com taking the amount listed after i already canceled, i would like those covered as well.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: ************
Contact Email: *****************@ancestry.com
December 12, 2014
RE: ****** *********** - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. ***********'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. *********** has experienced in this situation.

Our records indicate that Ms. *********** canceled her membership on November 29, 2014, and has been issued a refund of $***** on November 30, 2014.

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
"Connection and Strengthening Families through the World Wide Web"

12/22/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: My complaint is with archives.com. I signed up for ancestor.com. Paid and enjoyed. Did not knowingly sign up for archives.com. Unauth charges 119.85 I signed up for Ancestor.com two years ago. I have enjoyed ancestor.com and used it for a few months. When the renewal came around, I canceled my subscription. There was an email sent to me. Archives.com, however, I thought was a completely different company. I felt safe clicking on things because they did not have my credit card number, and I thought I would be stopped when they asked for my card number. Today I noticed a charge on my credit card for $39.95. I called archives.com and they reluctantly told me that archives.com was a sister company, so that is how they got my credit card number. The person on the phone told me that I did one search in 2012. I would like to get the three charges reversed. They told me they could only do 1. I would like the $119.85 to be reversed. There was no email to say that I was being charged, and no reminder of the renewal. I will never use archives.com

Desired Settlement: $119.85.. and if they do as they said and are refunding $39.95.. then I only need the balance refunded $79.90 thank you

Business Response: Contact Name and Title: ******* Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
November 17, 2014

RE: ****** * ***** - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. *****'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very serious. We sincerely regret any frustration that Ms. ***** has experienced in this situation.

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ***** signed up for an annual membership that began with a free seven day trial on October 19, 2012.

Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. *****'s case, her trial renewed to an annual paid membership on October 26, 2012.

As Archives.com and Ancestry.com are separate websites, we do not share any account or billing details with one another. We also have indicated that Ms. *****'s Archives.com subscription was activated on a separate date than her Ancestry.com subscription.

When signing up for a free trial or other membership, Archives.com requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. ***** was responsible to cancel online if she did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Ms. ***** indicating her desire to cancel.

We regret to notify Ms. ***** that we are unable to issue an additional refund on her account as requested. However, we have cancelled the account, and can confirm that she will not be billed further.

Because we are committed to providing superior customer service, and can understand the frustration this may have caused, we would like to provide Ms. ***** with a free year to Archives.com for the unused time. If Ms. ***** would rather use Ancestry.com, we would provide her with six month to our U.S. Deluxe membership that has a value of $99.00. If she would like us to accommodate her with the free subscription, she is welcome to respond to this reply or email us at *****************@ancestry.com with the request to activate the membership.

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

Sincerely,


*******
Executive Response Team
Ancestry.com

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I would like my $$ refunded. I am an information systems professional. I am used to passwords and did not forget to cancel because i never signed up.
This is proved by the fact that i tried the website once and was charged for 3 years. I want my $119 refunded immediately. I used the services of ancestor.com many times and have happily and knowingly used their services. and they let me know when it was coming up for renewal. I will never usex archives.com.


Business Response: December 3, 2014

RE: ****** * ***** - Case: ********

To Whom It May Concern,

Thank you for forwarding Ms. *****'s response to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

As a courtesy to Ms. *****, we have made a large exception to our policy and have issued an additional refund in the amount of $39.95 for the billing that took place in October of 2013. As the charge is outside of a year, we will be issuing a refund via paper check. Please note that it may take 3-4 weeks to receive the refund check.

We regret to inform Ms. ***** that her request for an additional refund for the 2012 will not be honored. We have made a great exception to our normal policy and have refunded two of the three billings. Unfortunately, we are not in a position to grant any further refunds. If Ms. ***** believes she did not create this account, we would recommend for her to contact her financial institution regarding the fraudulent charges that were made.

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

Sincerely,


*******
Executive Response Team
Ancestry.com

12/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ancestry incorporated charged two of my credit cards with Capitol One for archive services. The charges ccurred over several months. On about April of 2014, I requested ancestry Incorporated to provide a test to located my country of origin related to my ancestors. The fee for such services was initial charged to one of my Capital One credit cards in the amount of $99.00. However, I wanted to continue the relationship with Ancestry Incorporated to assist me with ongoing relevant information regarding my ancestors. Ancestry Incorporated charges for such serve was $16.99 monthly. I provided to Ancestry Incorporated a Visa debit card for the recurring monthly charge of $16.99. The $16.99 was the charge related to the services agreed on line. However, in reviewing my credit card accounts, I discovered that Ancestry Incorporated was billing two of my Capital One credit cards $7.95 each monthly for archive services. The monthly archive charges to my Capital One accounts were not authorized by me or agreed to by me in any form or fashion. In addition, a $29.95 initial charge was included on one of the credit cards. Ancestry Incorporated has two of my emails listed as accounts. The emails are ****************@gmail.com and ********@msn.com. ow

Desired Settlement: I am seeking a settlement in the amount of $110.00 plus the interest charged by the credit card company.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
December 4, 2014

RE: ******** ******** - Case: ********

To Whom It May Concern,

Thank you for forwarding Mr. ********'s complaint to us. At Ancestry and Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very serious. We sincerely regret any frustration that Mr. ******** has experienced in this situation.

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial.
When signing up for a free trial or other membership, Ancestry and Archives.com requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions.

In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Mr. ******** was responsible to cancel online if he did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Mr. ******** indicating his desire to cancel.

Our records indicate that Mr. ******** purchased an Ancestry DNA kit on April 8, 2014. He then began an Ancestry.com monthly trial membership on May 5, 2014. His trial membership ran from May 5, 2014 to May 20, 2014. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Mr. ********'s case, the membership continued to renew on a monthly basis at $16.95 from May 20, 2014 to the cancelation date of November 21, 2014.

Our records also indicate that Mr. ******** activated two Archives.com monthly memberships. One membership began with a seven day free trial on March 25, 2014 under the email address of ********@msn.com and a card ending in ****. His other Archives.com account began with a seven day free trial on May 23, 2014 under the email address of ****************@gmail.com and a card ending in ****.

The Archives.com membership that is associated with ********@msn.com began billing at $7.95 on a monthly basis from April 1, 2014 to the cancelation date of November 21, 2014. We however, were only able to collect six of the eight monthly renewals, and have issue a full refunded to Mr. ******** in the amount of $*****.

Mr. ********'s other Archives.com membership that is associated with ****************@gmail.com began billing at $7.95 on a monthly basis from May 30, 2014 to the cancelation date of November 21, 2014. Our records indicate that a reversal was made for the October 29, 2014 billing of $7.95 by Mr. ********'s financial institution.

Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue an additional refund to Mr. ******** in the amount of $***** for the May 30, 2014 to September 29, 2014 billings. Depending upon the payment method they used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution.

In total, we have issued a refund of $***** for all of Mr. ********'s Archives.com charges. Unfortunately, as these memberships were created by Mr. ******** we are not responsible for any additional charges or interest made by Mr. ********'s financial institution.

With this cancellation, Mr. ********'s access to Ancestry and Archives.com paid online databases will expire immediately and he will have no further billing from both sites. Because we want Mr. ******** to have success with his family research, he will have continued access to his DNA results and the free resources on Ancestry.com.

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

Sincerely,

*******
Executive Response Team
Ancestry.com

12/16/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Ancestry DNA upgrade V2 removed 90% of my DNA matches, reducing the results from 245 pages to 26 pages (12,250 DNA matches to 1,300). On 1/3/2013 I order a DNA test from ancestry.com and the results started to arrive about a month later. I was very happy with the product and considered their website to be "user-friendly" with easy functions to explore each DNA match's tree (if public). I spent hundreds of hours researching all these cousins, and used their "star" function to note the accounts that were significant to me. For almost two years I en***ed this product. Then on November 20, 2014 a new "upgrade" was implemented which was supposed to be a big improvement over Version 1. To my shock and horror, I discovered that my DNA matches suddenly went from 12,500 matches to 1,300 matches! That is a 90% reduction - and the previous matches were only available on an excel spreadsheet that could be downloaded to my computer. All the functions that I en***ed were gone, ie, ease of contacting match, viewing matches trees, etc, disappeared overnight. Thousands of hours doing research of each DNA match for two years was disregarded by ancestry.com, and multiple requests asking for the original list to be made available, was denied. This ordeal has caused me a great amount of emotional stress and anxiety. I feel that an upgrade should not destroy the customer's original purchase. The response from customer service has been the statement: "I'm sorry for the frustration you've experienced" and claim that those former DNA matches were not real matches afterall. I am just supposed to accept that my results diminished by 90%. A reputable company would not accept that level of errors in any product (90% error rate in this case) and would compensate the customer. I have proven that they removed valid DNA matches because I compared my previous shared matches with my first cousin (1 x removed) and we shared 267 DNA matches. In version 2, we only share 14 matches, but 28 of the 267 still match my cousin. Since we are closely related, it is obvious that the DNA match was valid, but at a lower level. In version 1, there were many "low-confidence" and "very low" confidence levels. Now there are none in that category. I think the company threw out all this valuable information for other reasons, possibly financial, and has no consideration for the customer's satisfaction.

Desired Settlement: I would like a partial refund of 90% of all subscription payments made since April 2013. I paid $77.70 on 4/27/13, $77.70 on 10/27/13, $99 on 4/27/14 and $99 on 10/27/14 for a total of $353.40. I would like a refund of $318 which is 90% of the total paid. I do not want to cancel my account, I just want to be compensated for the loss of time and loss of product results.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: ************
Contact Email: *****************@ancestry.com
December 15, 2014
RE: *** ***** - Case # ********


To Whom It May Concern,

Thank you for forwarding Ms. *****'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation.

As Ms. ***** is aware, we recently updated our DNA matching process, and are excited to share information with our members about how and why we updated that process. Our new process has dramatically decreased the number of false positives for more distant cousins. AncestryDNA scientists have innovated new and better ways to identify family relationships by comparing DNA between AncestryDNA members. Now, AncestryDNA is almost 70x more likely to find distant relatives, and all existing AncestryDNA members will see improved results.

We have included a link to a blog posting below which Ms. ***** may find helpful.

http://blogs.ancestry.com/ancestry/2014/11/19/dna-matching-just-got-better/

We also would like to make Ms. ***** aware that we have made it possible for our members to download their old matches for a limited time. By downloading her old matches, she will be able to view the member's username, administrators of the test, and the range of how they may be related.

To download the old matches, Ms. ***** will place her mouse curser over the DNA tab in the main menu and select DNA Home Page. On her AncestryDNA homepage, she will locate the test she wishes to change and click on the settings link. The option to download her old matches will be locate on the right hand of the screen under Download v1 DNA Matches.

As we have provided Ms. ***** with content, and services to Ancestry, she is not eligible for a refund. We also would like to notify Ms. ***** that per our Terms and Conditions, once a member has accessed their Ancestry DNA Results, they are no longer eligible to receive a refund for their DNA test.


Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund to Ms. ***** for her most recent payment of $99.00 and provide her with three months free for the frustration she has encountered.

If Ms. ***** would like us to accommodate her account with a refund and the free subscription, she is welcome to respond to this complaint or email *****************@ancestry.com with the request to do so.

If Ms. ***** is interested in more information about how our matching process works, we encourage her to click on the question mark on her AncestryDNA Reults page and read some of our excellent articles.
If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at **************.
Sincerely,


*******
Executive Response Team
Ancestry.com

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the company's offer to refund my last payment of $99 and provide 3 months free for the frustration and loss of genealogical work that I encountered as a result of their "upgrade".

12/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: recently discovered ancestry.com was withdrawing $19.99 a month for the last 8 months. I have never agreed, signed or took free application. Discovered om Nov 22,2014, ancentry.com was withdrawing from my checking account since april 2014. called ancestry.com 2 times, 1 on Nov 22,2014 telling them I never had any interest in applying. Was asked the last 4 numbers of the card used to join that was the only way I could cancel. Explained I never joined to give any card number, said then they couldn't help me without that information. On Nov 25, i went to my credit union where they called ancestry.com. They wanted to speak to me, told me that it was cancelled as of Saturday, Nov 22. I explained I have never had any interest or inclination of joining this club. I asked how it was possible that it was cancelled on Sat Nov 22 when they needed the 4 numbers of my card to get in my account. The lady simply said it's cancelled and you will not receive any payments made. Then she hung up, before talking to the manager at the credit union, who had placed the call.

Desired Settlement: Would like full refund of service never applied for or used. Total amount taken $159.92

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: ************
Contact Email: *****************@ancestry.com
December 11, 2014
RE: ***** ******** - Case ********


To Whom It May Concern,

Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation.

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ******** signed up for a 14 day free trial membership on 3/22/2014. Their trial membership ran from 3/22/2014 to 4/6/2014. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. ********'s case, the membership continued to renew on a monthly basis from 4/6/2014 to the cancelation date of 11/22/2014.

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. ********'s desire to cancel.

Currently, the account has been canceled as of 11/22/2014 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue a refund to Ms. ******** in the amount of $****** for 7 of the 8 billings. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution.

With this cancellation, Ms. ********'s access to the paid online databases will expire immediately and she will have no further billing from Ancestry. Because we want her to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest."

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
"Connection and Strengthening Families through the World Wide Web"

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

12/15/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I did not authorize this charge. I just noticed that I have been billed since March 31st, 2014 for a subscription I never authorized. I had a subscription a few years back but I did not authorize this latest subscription. This is the second time they have charged me without approval. The first time is when I started a 14 day trial and canceled the same day. They can review "my" account history to see that I have not been on their site. I logged on today using an old account and a password I had listed for the old account in order to make sure the account is cancelled for good. I asked that they destroy this user ID and anything associated with it.

Desired Settlement: I seek the full refund for all months charged. If this does not happen I will file a fraud report with my bank.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
December 12, 2014

RE: ****** ******- Case: ********

To Whom It May Concern,

Thank you for forwarding Mr. ******'s complaint to us. We have carefully reviewed the request and have the following response.

We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation.

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Mr. ******'s desire to cancel.

Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a refund to Mr. ****** in the amount of $****** for the past six months. The confirmation number for this transaction is *********. Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account.

The access to the databases associated with this membership has been terminated effective immediately and Mr. ****** will have no future billing from Ancestry. Because we want Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a registered guest.

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

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
Although I do not agree with the comments saying I didn't cancel. I have no record that I signed up. I did not receive an email saying I signed up.

8/19/09 Order confirmation

Mon 8/2/2010 3:27 AM I have an email from ancestry.com wanting me to renew

Mon 8/16/2010 2:39 PM I got my last email from them...or so I thought

09/29/12 Confirm signup email

8/31/13 regarding payment they couldn't put through because they didn't have the card.. there is a reason they didn't have a card...I didn't open the account!

11/29/14 cancellation

I do not see any emails that mentioned that I signed up. I also don't see an email where I canceled my subscription. I have email that goes back 15 years and what I listed above is all I received from them.

****** ******

12/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: taking payments without authorization I had tried a free trial on the website ancestery.com. After a year I realized that I was being charged when I was not using their services.

Desired Settlement: Seeking a complete refund of the monies owed to me that was taken from my account without my authority.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
December 3, 2014
RE: ******* * ******* - Case #********


To Whom It May Concern,

Thank you for forwarding Mr. ******* complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******* has experienced in this situation.

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Mr. ******* signed up for a monthly trial membership on 12/29/2013. Their trial membership ran from 12/29/2013 to 1/13/2014. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Mr. ******* case, the membership continued to renew on a monthly basis from 1/13/2014 to the cancelation date of 11/13/2014.

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Mr. ******* was responsible to cancel online, by email, or contact us by our toll free number ************** prior to the end of his trial if he did not want to continue the subscription on a monthly basis.

Currently, the account has been canceled as of 11/13/2014 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and are prepared to issue an additional refund to Mr. ******* in the amount of ****** for the May- October billings. Depending upon the payment method he used for this membership, it may take up to 7-10 days for this credit to become accessible within his financial institution. In total, we have issued a refund of $****** for 7 of the 11 billings.

With this cancellation, Mr. ******* access to the paid online databases will expire immediately and he will have no further billing from Ancestry.com. Because we want Mr. ******* to have success with his family research, he will have continued access to the free resources on our site as a, "Registered Guest."

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

Sincerely,


*******
Executive Response Team
Ancestry
"Connection and Strengthening Families through the World Wide Web"

12/9/2014 Problems with Product/Service | Complaint Details Unavailable
12/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: This company has been taking money out of my account for a year. They solicited ME for a free trial. Then took money every month. They owe me $199.0 This is the worst trickery ever. After I noticed the charge and called them, they acknowledged that I never used the service past the free trial but still refused to refund my money. They have been doing it for a year. They owe me 199.99. I want my money!

Desired Settlement: I want this business to refund all of my money please.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
November 24, 2014
RE: ****** ****** - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation.

Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen.

When signing up for a free trial or other membership, Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ****** indicating her desire to cancel.

Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue an additional refund to Ms. ****** in the amount of $***** for the May - September billings. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: *********. In total, we have issued a refund of $****** for six of the ten chargers.

The access to the databases associated with Ms. ******'s membership has been terminated effective immediately and she will have no future billing from Ancestry.

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


*******
Executive Response Team
Ancestry

12/3/2014 Billing/Collection Issues
12/3/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I AM TRYING TO CANCEL SERVICE. COMPANY MAKES THIS DIFFICULT OR IMPOSSIBLE. CANNOT REACH THEM ON THE PHONE. THE ON LINE INSTRUCTIONS ARE NOT CLEAR. WNANT REFUND OR CREDIT FOR THE PAST 2 MONTHS FOR WHICH I HAVE BEEN CHARGED.

Desired Settlement: REFUND OF THE PAST 2 MONTHS CHARGED $17.80

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
November 24, 2014

RE: ****** **** - Case: ********

To Whom It May Concern,

Thank you for forwarding Ms. ****'s complaint to us. At Archvies.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

We sincerely regret any frustration that Ms. **** has experienced in this situation. We have carefully reviewed her account information and respond to the inquiry as follows:

When signing up for a membership on Archives.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. **** indicating her desire to cancel.

Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue with a refund of $15.90 for the September and October billings.

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

Sincerely,

*******
Executive Response Team
Ancestry.com

11/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I have tried calling to cancel my subscription and have not been able to do so. I have tried to cancel my subscription and I have had to hold on the phone for 20 minutes or more every time I call. On the sight it gives instructions to cancel the service but the link is not there.

Desired Settlement: I would like a refund and to cancel my account.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
November 17, 2014
RE: *********** ******** - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation.

As we have located multiple accounts under Ms. ********'s name, we believe that she may have been logged into the wrong account when attempting to cancel. Our records indicate that her subscription is under the username of *************** and a different email address than what was provided.

Because we are committed to providing superior customer service, we have made an exception to our policies and have issued a refund in the amount of $19.99 for the billing in question. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: *********.

With this cancellation, Ms. ********'s access to the paid online databases will expire effect immediately and she will have no further billing from Ancestry. Because we want Ms. ******** to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest."

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

11/26/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I sent in a DNA specimen and was set back an email saying it contained my DNA information. It did not and the phone number was not right. I would like the results of a DNA test that I paid for . They said it was in an email but it was not and the phone number is a scam.

Desired Settlement: I would like the results of my DNA test without having to buy something else.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
November 17, 2014

RE: ***** ****** - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation.

We have found that Ms. ******'s AncestryDNA results are available online through her Ancestry account with the username of *****_******. To assist Ms. ****** in locating her results, we have placed a link below:

http://dna.ancestry.com/#/tests

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

11/17/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: They obtained my new credit card number without me ever giving it to them and I had cancelled my subscription months ago. I has cancelled my account during the Summer before it was set to renew in the Fall. My bank card I had used for my initial supscription had been cancelled in September after being cloned. I was on my lunch break today and got a text from my back stating that my account was overdrawn. I checked my bank account and Ancestry.com managed to obtain my new bank card number without me ever giving it to them and charging my account $149.00. I have only had this new card for about two weeks and only used it twice a local restaurants. This is very shady for a company to get your credit card information without you ever giving it to them and after you cancelling your subscription months prior. They need to be investigated. If they did this to me they have probably done this to others including elderly citizens.

Desired Settlement: What they did is called fraud. They obtained my new card information without me ever giving it to them and proceeded to charge my account. What would you call it if you cancelled a membership of any kind and months later obtain your new credit card information, how would you feel? There is something very shady about this company and I will tell others also.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
October 23, 2014
RE: ******* ***** - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. *****'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation.

Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ***** indicating her desire to cancel.

On October 1, 2014 we attempted to auto renew and bill $149.00 to Ms. *****'s credit card that ends in ****. In the process of doing so, we were unable to collect those funds. At that time our billing system electronically contacted Ms. *****'s financial institution and requested an Account Update for her account. As Ms. *****'s financial institution provides that service, they supplied us with the updated billing details.

At this time, the account has been canceled as of October 9, 2014, so there will be no further renewals or charges. We have also issued a full refund to Ms. ***** in the amount of $149.00.

If Ms. ***** has further questions regarding the Automatic Billing Updater her financial institution is a part of, we encourage her to contact them.

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

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
While I did cancel my subscription online in July, maybe there was some issue with their system but I know that I cancelled the subscription prior to this date. I am also seriousley doubting that Ancestry.com called my bank and my bank gave them my card information without contacting me first. If you research online you will find numerous complaints regarding this vendors billing practice. I also had to call my banl to inform them that the charge for $149 was not a purchase approved by me to have my funds released back into my account. My lesson has been learned, I will never use their service again.

Business Response: October 30, 2014

RE: ******* ***** - Case: ********

To Whom It May Concern,

Thank you for forwarding Ms. *****'s response to us. We sincerely regret any frustration that Ms. ***** has experienced in this situation, and are sad to see her discontinue her services with Ancestry.com.

We appreciate her feedback concerning Ancestry.com, and have forwarded the response to our feedback department.
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

11/12/2014 Advertising/Sales Issues | Complaint Details Unavailable
11/10/2014 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: Cannot cancel free subscription Have spent 3 days trying to cancel my "free" subscription. Their website will not even go to the page to cancel my subscription, it frequently reloads the same page over and over again asking me to confirm my account. I have also spent roughly 1 hour on hold trying to cancel my subscription that way but never get a representative.

Desired Settlement: It is the charge for the membership i am desperately trying to cancel

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
October 30, 2014
RE: ********* **** - File No: ********


To Whom It May Concern,

Thank you for forwarding Ms. ****'s complaint to us. We have carefully reviewed the request and have the following response.

We sincerely regret any frustration that Ms. **** has experienced in this situation. We have canceled Ms. ****'s U.S. monthly membership and have issued a full refund to in the amount of $16.50 for the October 21, 2014 billing. Depending upon the payment method she used for this membership, it may take up to 7-10 days for this credit to become accessible within her financial institution. The cancellation number for this is: *********

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

11/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was charged $7.95 twice on my credit card by Ancestry.com when I don't remember signing up for their website. I sent them an e-mail before resorting to this saying I would like to be refunded... I was not. All I would like is my $15.90 refunded to me as I do not use the website and don't want to have an account. I may have searched for one thing at one point, but I did not intend to sign up for the website.

Desired Settlement: $15.90 (2 charges of $7.95)

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
October 30, 2014

RE: ***** ***** - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. ***** complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation.

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ***** signed up for a monthly membership that began with a free seven day trial on June 23, 2014.

Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. ***** case, her trial renewed to a monthly paid membership on June 30, 2014.

When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. ***** was responsible to cancel online if she did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Ms. ***** indicating her desire to cancel.

Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a refund to Ms. ***** in the amount of $15.90 for the past two billings. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution.

With this cancellation, Ms. ***** access to the paid online databases will expire immediately and she will have no further billing from Archives.com.

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

Sincerely,


*******
Executive Response Team
Ancestry.com

11/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ancestry.com's 7 day refund policy on their automatic renewals doesn't give a customer a chance to see the charge on their credit card statement. Ancestry.com's 7 day refund policy on their automatic renewals doesn't give a customer a chance to see the charge on their credit card statement until it is too late. A 30 day policy would give customers a chance to review their cr. card stmt. spot the fee and make a decision whether they want the service for an additional 6 months or they want to cancel and get a refund. The 7 day refund policy allows Ancestry to say they have a refund policy, but on a practical basis most customers are not going to receive their cr. card stmt during that 7 days. I received my cr. card stmt 17 days after the October 7th renewal charge was posted on my cr. card. I called Ancestry customer service the same day I received my cr. card stmt. and they said I was too late. The 7 day refund period had expired.

Desired Settlement: A complete refund of $104 for the 6 months of future service or at least a pro-rated refund

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
November 7, 2014
RE: ***** *****- Case: ********


To Whom It May Concern,

Thank you for forwarding Mr. *****'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ***** has experienced in this situation.

Because we are committed to providing superior customer service, we made an exception to our policies and have issued a refund to Mr. ***** in the amount of $104.00 for the billing in question. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is: *********

Because we want Mr. ***** to have success with his family research, he will have continued access to the free resources on our site as a, "Registered Guest."

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

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
The business responded quickly, and I am fully satisfied with their response.

11/10/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I signed up on Oct 9th for ancestry.com, and cancelled my account that same day. I was billed $19.99 for membership despite my acct being cancelled. see above

Desired Settlement: refund

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
November 7, 2014
RE: ****** ********* - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. *********'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ********* has experienced in this situation.

Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a refund to Ms. ********* in the amount of $19.99 for the billing in question. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: *********

Because we want Ms. ********* to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest."

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

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)

11/3/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: Ancestry.com posted a hold on my bank account after I had already cancelled my 14 day trial membership. I signed up for the 14 day trial membership with Ancestry.com. I used the service once and I cancelled the service before the day the free trial ended. Despite the service being cancelled, the $19.99 monthly charge posted as a hold in my bank account.Customer service representative "****" refused to help me and I informed him I would be filing a complaint with the BBB. I did not authorize this charge and I would like my money refunded in full.

Desired Settlement: I am looking for the full $19.99 refund for the month of 10/2014.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: ************
Contact Email: *****************@ancestry.com
October 23, 2014
RE: ******* ****** - Case ********


To Whom It May Concern,

Thank you for forwarding Mr. ****** complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ****** has experienced in this situation.

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Mr. ****** signed up for a 14 day free trial membership on 9/24/2014. His trial membership ran from 9/24/2014 to 10/8/2014. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Mr. ******'s case, the membership renewed on a monthly basis from 10/8/2014 to the cancelation date of 10/9/2014

When signing up for a membership on Ancestry, users are required to confirm that they have viewed and accepted Ancestry Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Mr. ****** desire to cancel until after the renewal.

Currently, the account has been canceled as of 10/9/2014 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue a refund to Mr. ****** in the amount of $19.99 for the past billing. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution.

With this cancellation, Mr. ******'s access to the paid online databases will expire immediately and he will have no further billing from Ancestry. Because we want Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a, "Registered Guest."

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
"Connection and Strengthening Families through the World Wide Web"

10/31/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchased their mtDNA kit and now am no longer to view or receive any further matches or service from them. I wish to be reimbursed in full. I purchased their mtDNA kit and had am no longer to view or receive any further matches or service from them. I do want my money back. It would be different if they offered to transfer with another company so that our money didn't go to waste, even I would have had to pay a fee, I could have lived with that but I received absolutely no help from them at all. Who knows how much they made off of others for their yDNA and mtDNA tests and to have our services cut off and no offer of help from them in any way. This is so unfair and we have all been duped by this company. I do hope you will look into this, so many people ripped off.

Desired Settlement: I want reimbursed for the mtDNA test that I paid for. They have cut off servicing me for this service I paid for.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
October 30, 2014

RE: ***** ******* - Case: ********


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.

At Ancestry, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation.

On June 5th and August 29, 2014, we notified our DNA members by email explaining that we would be retiring our Legacy DNA services. The email included information to assist the member in transferring their data to a different website that will support the Y-DNA and mtDNA test results.

We recognize that there are a lot of ways that we, as a company, can make family history easier, more accessible and more fun for people all over the world. In order to do this, we need to focus on our core offerings to ensure we're delivering the best service and best product experience to our customers.

Over the years we have built up a variety of products that enable our users to discover, preserve and share their family history. We understand the value our members can gain from Y-DNA and mtDNA test results, however we've decided to retire these tests in order to invest more aggressively in our core Ancestry.com business. To do this, we will dedicate more resources to the autosomal DNA test, called AncestryDNA, which surveys a person's genome at over 700,000 locations.

To that end, we've decided to retire our Y-DNA and mtDNA service on September 25, 2014. Unfortunately, members are no longer able to review their Y-DNA and mtDNA results or raw DNA data after that date. We also are unable to retrieve any of the DNA information that has been deleted from the site.

Because we are committed to providing superior customer service and can understand the frustration this may have caused, we would like to provide Ms. ******* with one of our new AncestryDNA test kits at no cost. http://www.dna.ancestry.com/

If Ms. ******* would like us to accommodate her with the free Ancestry DNA test, she is welcome to contact our offices by emailing *****************@ancestry.com with the street address of where she would like to have the AncestryDNA kit sent to, we will then process her order.

Again, we regret any frustration that this may have caused. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us by responding to this email, or by calling ************** Monday - Sunday 8am to 8pm (MST).

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

Sincerely,


*******
Executive Response Team
Ancestry.com

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
I will take their offer of a DNA kit test. Thank you.

10/28/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: The firm automatically deducts $7.95 per month and will not let us cancel the charge. This is a scam. It began in June or early July. I signed up for a free month of genealogy service that I never used. After the first month it automatically began deducting $7.95 each month. We have tried repeated;y to cancel this but the firm does not answer its phone. This is a scam. Please help us. ******* ********

Desired Settlement: We want our account cancelled so that this cannot continue.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
October 3, 2014

RE: ***** ******** - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. ********'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation.

Unfortunately, we have many customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial.

Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. ********'s case, her trial renewed to a monthly paid membership.

Our records indicate that Ms. ********'s membership was canceled on August 14, 2014. Because we are committed to providing superior customer service, we have made an exception to our policies and have issued a refund to Ms. ******** in the amount of $7.95 for the past billing. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution.

With this cancellation, Ms. ********'s access to the paid online databases will expire immediately and she will have no further billing from Archives.com.

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

Sincerely,


*******
Executive Response Team
Ancestry.com

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Ancestery.com's response to my complaint was woefully inadequate. First, they stated "Because we are committed to provide superior service" and went on to offer rebate of one month's fees. If the company were truly committed to customers, they would not have offered a free month of service on the first screen of their free offer and then buried deep in later screens in very small type the fact that the customer would be charged $7.95 each subsequent month unless they contacted the company and cancelled.
They further stated that " Unfortunately, we have many customers who at one time or another neglected to cancel or simply forgotten that their membership would automatically renew". These "members" probably also did not see the well hidden information of automatic renewal at a cost and did not realize that they were "members".
Finally, it took our family several months to track down why we had automatic monthly deductions. When we did discover why, I made several attempts to cancel the "membership" directly with the company without success and finally resorted to asking our bank help to block the withdrawals. This is not a truth-in-lending company. BEWARE.

Business Response: October 9, 2014

RE: RE: ***** ******** - Case: ********

To Whom It May Concern,

Thank you for forwarding Ms. ********'s response to us. We appreciate her feedback and suggestions concerning Archives.com. We have forwarded her suggestions to our feedback and marketing department for further review and consideration.

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

Sincerely,


*******
Executive Response Team
Ancestry.com

10/27/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Unauthorized charges to bank account Archives.com has charged me $7.95 for the time period of Dec 28, 2013 through September 28, 2014 for services I did not order. After calling the company, I was told that following a free 7-day trial, I was automatically renewed until I cancelled. First, I do not recall entering into a "free trial" as I am leery of such offers. Second, I cannot locate the "Welcome" email I supposedly received after entering into the free trial. Lastly, I believe some sort of deceptive practice was used to make me believe I was doing one thing, yet somehow this company obtained my information and used it to set up a service I was unaware of. I was told I would receive 3 months refund, but that is the best they could offer. The representative would not give me the name of a manager I could contact or the number of their IT department. I stated a review of their service to me would show that I never used the service. I was told there was absolutely nothing I could do, no matter who I spoke with.

Desired Settlement: Complete refund of $71.55 for the time range of December 28, 2013 through September 28, 2014.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
October 15, 2014

RE: ***** **** - Case: *********


To Whom It May Concern,

Thank you for forwarding Ms. ****'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. **** has experienced in this situation.

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. **** signed up for a monthly membership that began with a free seven day trial on December 21, 2013.

Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. ****'s case, her trial renewed to a monthly paid membership on December 28, 2013.

When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. **** was responsible to cancel online if she did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Ms. **** indicating her desire to cancel.

Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and are prepared to issue an additional refund to Ms. **** in the amount of $31.80 for the past March-June billings. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. In total, we have issued a refund in the amount of $55.65 for 7 of the 10 billings.

With this cancellation, Ms. ****'s access to the paid online databases will expire immediately and she will have no further billing from Archives.com.

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

Sincerely,


*******
Executive Response Team
Ancestry.com

10/23/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I noticed a charge on my bank card for the amount of 7.95 monthly. I NEVER authorized this company to charge my account & they charged me for 19 mts. I contacted my bank because I noticed a charge on my account for $7.95 when i contact them they told me that the charge was for Archives. I have no idea what this is for. I have never used Archives and didn't even know what it was. I called the 1-800 that my bank provided me and found out this charge was from Ancestry.com. I have never used that site. When I called customer service they advised me that they have been charging my account monthly since March of 2013. I have never authorized them to charge my account. I told them that and they told me it was nothing that they could but give me back 2 months credit. I asked to speak with a supervisor and spoke with **** *** a supervisor who advised me that it was my fault that the charge were on my account and if I didn't authorized them to charge my account I should have called back in March 2013 when the charge first appeared on my account. This is a FRAUDULENT COMPANY I HAVE NEVER SIGNED UP FOR THEIR SERVICES AND I WANT ALL CHARGE THAT THEY HAVE EVER CHARGE ME TO BE CREDITED BACK TO MY ACCOUNT. I am also contact the Federal Trade Commission because this company is committing fraud. I have never receive an email from them I do not have any account information and I have never used their services. **** *** whom told me I couldn't speak to a supervisor told me that I signed up on March 2013 for a month subscription that I have NEVER. Because I never signed up for this service and never knew I had it.

Desired Settlement: I would like a full refund of all the charges, $151.05that this company has every charge to my bank account. I have reported this fraud to my bank company.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
September 29, 2014

RE: ****** ******* - Case: ********

To Whom It May Concern,

Thank you for forwarding Ms. *******'s complaint to us. At Archvies.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

We sincerely regret any frustration that Ms. ******* has experienced in this situation. We have carefully reviewed her account information and respond to the inquiry as follows:

When signing up for a membership on Archvies.com, users are required to confirm that they have viewed and accepted the Archvies.com Terms & Conditions. Additionally, the registration process states that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ******* indicating her desire to cancel.

Presently Ms. *******'s subscription has been canceled and issued a refund for the most recent six charges. Because we are committed to providing superior customer service, we are prepared issue an additional refund to Ms. ******* in the amount of $31.80. The confirmation number for this transaction is *********. Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account.

As we only have the ability to issue a refund for a total of 10 months, we can understand the frustration this may cause Ms. *******. As a courtesy to her, we would like to provide a free year to Archives.com and four public records reports that have a value of $215.20. Or, if she would rather have access to Ancestry.com, we can provide her with a free year to the U.S. Explorer membership that has a value of $189.00.

If Ms. ******* would like us to accommodate her with one of the above options, she is welcome to respond to this complaint or email us at *****************@ancestry.com with the request to activate the membership. We also would be pleased to activate the free time at any time during the 2014 -2015 year.


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

Sincerely,


*******
Executive Response Team
Ancestry.com

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
I have heard nothing but LIES since I first contacted this company regarding fraudulent charges. The very first person I spoke with told me they could ONLY credit back 2 months, I asked to speak with a supervisor they told me that the max they could credit back was 6 months. Now after filing a compliant with the BBB and FTC I am not being advised that you can only credit back 10 months. Everyone is lying, and its upsetting that to get any type of assistance with these fraudulent charges I had to file a compliant with the BBB horrible customer service. As stated in the original compliant these are fraudulent charges. I NEVER AUTHORIZED THESE CHARGES. I have NEVER USED YOUR SERVICES so to offer me a free year of service is an insult, because as you have noticed the past 18 months when my account was charge I never used your service so Im not sure why you think I would want a free year of service for fraudulent charges that your company charge to my account is insane. I do not use Archives.com or Ancestry.com and have no intent or need to use your services in the future.

I would like a full credit of all FRAUDULENT charges placed on my account from this company. That would be 18 months at $7.95 per month. If you can not assist me with this request please direct me to someone who can. If a total amount of these fraudulent charges are not issued back to my account I will purse your company legally.

I never authorized your company to charge my account. Which makes this FRAUD. I never used your services. And I do not intend to use your services or have a need to use your services. A full refund is requested!

****** ******* Esq.

Business Response: October 3, 2014

RE: ****** ******* - Case: ********


To Whom It May Concern,

Thank you for forwarding Ms. *******'s response to us. At Archvies.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

As previously stated, when signing up for a membership on Archvies.com, users are required to confirm that they have viewed and accepted the Archvies.com Terms & Conditions. Additionally, the registration process states that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ******* indicating her desire to cancel. If Ms. ******* believes this to be a fraudulent charge, we recommend her contacting her financial institution and follow the process they have set in place.

Presently Ms. *******'s subscription has been canceled and issued a refund in the amount of $79.50 for the past ten billings. As we can understand the frustration this may have caused, we would like to provide Ms. ******* with a free year to Archives.com and four public records reports that have a value of $215.20. If she would rather have access to Ancestry.com, we can provide her with a free year to the U.S. Explorer membership that has a value of $189.00.

If Ms. ******* would like us to accommodate her with one of the above options, she is welcome to respond to this complaint or email us at *****************@ancestry.com with the request to activate the membership. We also would be pleased to activate the free time at any time during the 2014 -2015 year.

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

Sincerely,


*******
Executive Response Team
Ancestry.com

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Previously stated these are fraudulent charges

Business Response: October 23, 2014

To Whom It May Concern,

Thank you again for forwarding Ms. *******'s response to us. At Archvies.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

As we are unable to determine any fraudulent activity occurring on the Archives.com account in question, we recommend her contacting her financial institution and follow the process they have set in place.

As previously stated, the account in question has been canceled and Ms. ******* was issued a refund in the amount of $79.50 for the past ten billings. Unfortunately, we do not have the ability to issue any further refunds for the charges that took place. As we can understand the frustration this may have caused, we would like to provide Ms. ******* with a free year to Archives.com and four public records reports that have a value of $215.20. If she would rather have access to Ancestry.com, we can provide her with a free year to the U.S. Explorer membership that has a value of $189.00.

If Ms. ******* would like us to accommodate her with one of the above options, she is welcome to respond to this complaint or email us at *****************@ancestry.com with the request to activate the membership. We also would be pleased to activate the free time at any time during the 2014 -2015 year.

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

Sincerely,

*******
Executive Response Team
Ancestry.com

10/21/2014 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: ON 5/21 signed up for free trial. That same nite tried to cancel. Site failed was billed 6/5, 7/5,8/5 and 9/5 2014 for $21.76. Only credited back 9/5. On May 21, 2014 I utilized the site. You must enter debit/credit info to proceed. I only used the site that nite. I tried to cancel that evening when done and site did not process cancellation. On 9/21/14 I called Ancestry.com cust. service and spoke to *******, Op #******. He told me that records showed i had made an uncessful attempt to cancel. He credited me $21.76. Transferred me to his supervisor, ****** who refused until I threatened FTC and Atty' General complaint. Left on hold for 20 minutes. Finally she agreed to credit $65.28 but DID NOT DO. Gave me a confirmation # of *********. Only received 9/05 credit, not others!

Desired Settlement: Full credit back of a total of 87.04, minus the one credit all ready given of $21.76, thus a total refund now due of $65.28

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: ************
Contact Email: *****************@ancestry.com
RE: ****** ****** - Case: ********

To Whom It May Concern,

Thank you for forwarding Ms. ******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

At this time the account has been canceled as of September 21, 2014 so there will be no further renewals or charges. Our records indicate a refund in the amount of $65.28 has been issued back to Ms. ****** on September 25, 2014.

Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue an additional refund to Ms. ****** in the amount of $21.76 for the June 5th billing. The confirmation number for this transaction is *********. Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account.

The access to the databases associated with this membership has been terminated effective immediately and Ms. ****** will have no future billing from Ancestry.com. Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a registered guest.

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

Sincerely,


*******
Executive Response Team
Ancestry.com
"Connection and Strengthening Families through the World Wide Web"

10/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Unauthorized charges to my card and failure to refund what was promised. I set up an account and tried (unsuccessfully)to look up one person as a free trial, then cancelled my account. Then after 4 months realized that I was being charged for the membership. I checked my account on Sept. 29 and found a pending transaction dated Oct. 7 for $7.95. I called and cancelled the account again and was told they would not take out the October 7 payment and would refund 3 of the previous withdrawals (which is an unacceptable resolution). Then they went ahead and withdrew the unauthorized $7.95 on Sept 30 before refunding me for 3 months giving me a net refund of only two months. They still owe me for 2 more months.

Desired Settlement: They need to refund all of the fees they have withdrawn from my account.

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
October 15, 2014

RE: ***** ******* - Case: ********


To Whom It May Concern,

Thank you for forwarding Mr. *******'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******* has experienced in this situation.

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Mr. ******* signed up for a monthly membership that began with a free seven day trial on May 21, 2014.

Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Mr. *******'s case, his trial renewed to a monthly paid membership on May 28, 2014.

When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Mr. ******* was responsible to cancel online if he did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Mr. ******* indicating his desire to cancel his Archives.com membership.

Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and are prepared to issue an additional refund in the amount in the amount of $15.90 for the past May and June billings. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. In total, we have issued a refund in the amount of $39.75 for all five charges.

With this cancellation, Mr. *******'s access to the paid online databases will expire immediately and he will have no further billing from Archives.com.

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

Sincerely,


*******
Executive Response Team
Ancestry.com

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for assisting me in resolving this issue. I have been reimbursed the fees due to me. It is unfortunate that Archives is so irresponsible that it required going through BBB to do what they should have done with my initial contact to them. I hope this record stays on file so others that research them through BBB before opening an account will know what a scam they are operating.

10/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was billed for a product that I did not want or need. I enrolled in ancestry.com for the trial period in the spring of 2013. I failed to cancel the service after the trial period. I contacted ancestry and made them aware that I did not like their product and conveyed my wishes to have my services cancel but to my chagrin I had missed the deadline and therefore I was on the hook for the year. I accepted this reality and I then made them aware I did not want service going forward next year. Unfortunately, I noticed a charge to my account agin this spring for another year. I tried to resolve the problem via phone but was told that I did not give proper notice. I assume a year is too short!! I am not familiar with I.T. But I presume they can check my account and see that I have not logged into the account since the trial period in 2013. I think that would be sufficient information to ascertain that service is not needed by me.

Desired Settlement: I would like the money that Ancestry removed from my debit card for the year long subscription be returned

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
October 3, 2014
RE: ****** ***** - Case: ********


To Whom It May Concern,

Thank you for forwarding Mr. *****'s complaint to us. We have carefully reviewed the request and have the following response.

At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ***** has experienced in this situation.

When signing up for a free trial or other membership, Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel.

Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number ************** prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. ***** indicating his desire to cancel April 14, 2014.

Because we are committed to providing superior customer service, we have made an exception to our policies and have issued a refund to Mr. ***** in the amount of $*****. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is: *********.

Because we want Mr. ***** to have success with his family research, he will have continued access to the free resources on our site as a, "Registered Guest."

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

Sincerely,


*******
Executive Response Team
Ancestry.com

10/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Just Want to Terminate the $7.95 a month charges to my VISA Card. Have tried ALL Possibilities of trying to TERMINATE this Account. They have been Charging My VISA Credit Card # ending in **** for months and I NEVER use this account but they still Keep Charging My Card. PLEASE TERMINATE this account and REFUND the FEES that they have been Charging me.

Desired Settlement: ALL the $7.95 a month Charges that I Have NOT Authorized!

Business Response: Contact Name and Title: *******, Executive Office Response Team
Contact Phone: **************
Contact Email: *****************@ancestry.com
October 3, 2014

RE: ******* ***** - Case: ********


To Whom It May Concern,

Thank you for forwarding Mr. *****'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard.

At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ***** has experienced in this situation.

Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Mr. ***** signed up for a monthly membership that began with a free seven day trial on May 15, 2014

Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Mr. *****'s case, his trial renewed to a monthly paid membership on September 03, 2013.

When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Mr. ***** was responsible to cancel online, or by phone if he did not want to continue the subscription. According to our records, no phone call or online cancelation was ever received from Mr. ***** indicating his desire to cancel.

Because we are committed to providing superior customer service, we have made an exception to our policies as they regard his membership and have issued a refund to Mr. ***** in the amount of $***** for the past four billings. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution.

With this cancellation, Mr. *****'s access to the paid online databases will expire immediately and he will have no further billing from Archives.com.

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

Sincerely,


*******
Executive Response Team
Ancestry.com

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
That is Exactly what I was trying to do ... Thank You Ancestry ... :-)

10/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled trial membership and I was charged anyway. The email address that they have is not a valid email address. ******* at Ancestry.com verified that the membership was not used past the trial period. ******* said that the reason that he is not returning the fees is that he does not have a way to refund the fees. (He can refund the fees to the credit card on file, so this statement is false. I was also told that management refused to speak to me regarding the situation.

Desired Settlement: $310.80 refunded to the card on file.

Business Response: Initial Business Response /* (1000, 5, 2014/09/24) */ Contact Name and Title: ******* Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com September 24, 2014 RE: ******** ****** - Case XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ****** signed up for a 14 day free trial membership on 8/8/2011. Her trial membership ran from 8/8/2011 to 8/22/2011. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. ******'s case, the membership continued to renew on an annual basis from 8/22/2011 to the cancelation date of 9/16/2014. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. ******'s desire to cancel. Currently, the account has been canceled as of 9/16/2014. We have also made an exception to our policies and provided Ms. ****** with a refund of ******* for the 2013 and 2014 charges. Unfortunately, we are unable to issues any further refunds beyond the 2013 charge. However, as we can understand the frustration this may have caused, we would like to provide Ms. ****** with one year free to our World Explorer Plus membership that has a value of $389.00 and provides full access to Ancestry.com, Fold3.com, and Newspapers.com. If Ms. ****** would like us to accommodate her account with the free subscription, she is welcome to respond to this reply, or email *****************@ancestry.com. We also would be pleased to activate the free time at any time during the XXXX-XXXX year. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ****** Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

10/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I don't want them to have my card info on file. No way to cancel my subscription I want my card info off their site. No way to cancel my subscription

Desired Settlement: Take my card info off your site cancel my subscription

Business Response: Initial Business Response /* (1000, 5, 2014/09/24) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com September 24, 2014 RE: ******* **** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ****'s response to us. We have carefully reviewed the information and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. **** has experienced in this situation. Unfortunately, we are unable to locate a free trial or paid membership with the information that Ms. **** has provided. However, we located a free guest account that was created without any billing information. As we are only able to locate a guest account, we have deleted Mr. ****'s account from all Ancestry.com contact lists: Mellanyjung ***********@Charter.net Please allow 7-10 business days for all emails to cease concerning these accounts. We appreciated the opportunity to assist Ms. **** in her discovery. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

9/26/2014 Problems with Product/Service
9/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com claims they tried to bill my account July 2014, but they cancelled my subscription today (28 Aug 2014). Ancestry.com regularly sends me an e-mail notifying me when they are going to debit my account for their service. They bill me on their semi-annual cycle, which for me is normally June and December. I spoke with two of their customer service associates today (28 Aug 2014); their names were ***** and ********. They told me that Ancestry.com tried to bill me on 13 July 2014, but the transaction was not completed. They told me that I can look at my family tree, but that's about it. I am finding it hard to believe that a company would let non-payment slide for 46 days and not contact a customer about a possible delinquent payment. I have also reviewed my bank account and see NO ACTIVITY from Ancestry.com for the period in question. Ancestry.com normally bills my MasterCard(the last four numbers are ****).

Desired Settlement: I would like my subscription reinstated, and more transparency on their billing methods (i.e., everyone is on the same page when it comes to billing and collecting).

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com September 12, 2014 RE: ****** ******** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ********'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, you are making an investment in your family, and we take this trust very seriously. We apologize for the frustrations that Mr. ******** has encountered with his membership auto renewing. We have forwarded his concern to our developers for further research on why the membership did not auto renew. Again, we apologize for the frustrations that Mr. ******** has encountered. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* ********* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

9/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I recently received a renewal notice for a subscription for a service. I did not renew, yet my PayPal account was charged. Archives.com was recently acquired by Ancestry.com. In July I received a renewal notice. Since I not longer wanted the service, I did not respond. It was not clear that if I failed to take action, my renewal would be automatic. This is a deceptive business practice and I would like to the the BBB make this clear to any prospective customers. I see that Archives.com has an A+ BBB rating. This is wrong.

Desired Settlement: I just want my $39.98 back. I do not want your service. I did not knowingly renew. You need to stop this onerous business practice.

Business Response: Initial Business Response /* (1000, 6, 2014/09/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com September 19, 2014 RE: ******* ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *******'s complaint to us. At Archvies.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We sincerely regret any frustration that Mr. ******* has experienced in this situation. We have carefully reviewed his account information and respond to the inquiry as follows: When signing up for a membership on Archives.com.com, users are required to confirm that they have viewed and accepted Archives.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. ******* indicating his desire to cancel. Presently Mr. *******'s subscription has been canceled and issued a refund of ****** for the most recent charge. Please note that it may take up to 3-5 days for this credit to post to his account. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (3000, 8, 2014/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not deny that it is in the contract and that Archives.com has the legal right to deny my request for a refund. I never expected a refund. That is because, Archives.com service is the kind of company that uses legal but immoral business practices to survive. I never saw the renewal clause in the contract or the renewal letter. It was cleverly concealed in such a way as to make it non-obvious. The fact they sent a renewal letter implied I had to take action to continue. Since my family had chosen Heritage.com over Archives.com because of the higher cost with Archives.com with no better service, we decided to let our subscription lapse. I'm sure that Archives.com, now Ancestry.com's response is a form letter they use to respond to all of the people who have been tricked by the shabby business practice of continuing a subscription by deceptive practices. Just go on the internet and search Ancestry.com complaints. Here is just one example: "Free trial process is a scam. No warning of impending trial expiration and then go on to charge you despite never having used their services. An outright scam and a dishonest company. I will be sure to leave negative reviews wherever possible." My family quit using Ancestry.com because every time a link was sent to a new family member from Ancestry.com, more money was demanded to view the file. Another questionable ethical business practice, whereas Heritage.com allowed free viewing and editing of the tree. Only if too many additions were made was more money charged. And we still had the choice to make deletions in order to avoid extra charges. Since Ancestry.com's service is not competitively priced, they lose customers at a high rate. In order to make money, they have to charge unhappy dissatisfied customers to stay in business instead of depending on loyal, satisfied customers. Shame on the BBB for the A+ rating. My real complaint is with the BBB for allowing a A+ rating for this company with so many complaints against it.

9/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased gift membership - charged me monthly without authorization. I purchased a gift membership for my father for over $200. Ancestry charged me for a personal membership for myself monthly for $19.99 without my authorization. I caught this 5 monthly later and called to fix the problem. They gave me one month back and refused to refund the remainder.

Desired Settlement: The four months of charges that were not authorized and not refunded. Total: $79.96.

Business Response: Initial Business Response /* (1000, 5, 2014/09/08) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com September 8, 2014 RE: ******** ****** - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ****** has experienced in this situation. Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Mr. ****** signed up for a 14 day free trial membership on 4/17/2014. Their trial membership ran from 4/17/2014 to 5/1/2014. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Mr. ****** case, the membership continued to renew on a monthly basis from 5/1/2014 to the cancelation date of 8/28/2014. We also found that Mr. ****** purchased the gift membership on 6/11/2014, which was after his membership began. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Mr. ******'s desire to cancel. Currently, the account has been canceled as of 8/28/2014 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and are prepared to issue an additional refund to Mr. ****** in the amount of ****** for the June and July billings. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution. With this cancellation, Mr. ******'s access to the paid online databases will expire immediately and he will have no further billing from Ancestry.com. Because we want Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (3000, 7, 2014/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I signed up for a gift account for my father. I did not sign up for a trial membership and did not approve any continuing charges. If, by signing up for a gift account, the system created a trial account and recurring charges it is either malfunctioning or deliberately fraudulent. The appropriate handling of this matter - be it error or fraud, is to refund the entire amount charged, not a small portion of it. Final Business Response /* (4000, 13, 2014/09/17) */ September 17, 2014 RE: ******** ****** - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s response to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ****** has experienced in this situation. As previously stated, our records indicate that Mr. ****** signed up for a 14 day free trial membership on 4/17/2014 which was before the gift membership was purchased. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Mr. ******'s case, the membership continued to renew on a monthly basis from 5/1/2014 to the cancelation date of 8/28/2014. Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue an additional refund to Mr. ****** in the amount of ****** for the May billing. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is: XXXXXXXXX In total, we have issued a full refund in the amount of ****** for all four monthly billings (May, June, July, and August). If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Final Consumer Response /* (2000, 15, 2014/09/18) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: For $24.95 I could receive a copy of my Divorce Decree. It has been over 3 weeks and I have yet to see it. They took my money! I needed the decree on the same day I signed up. After I signed up I was told it would take3-5 days to get the documents. I immediately canceled and asked for my money back. They then told me a runner had been dispatched to get my paperwork. I can't cancel and I am being charged.........Now it has been almost a month and they have not sent me my paperwork. I went to the courthouse on the same day and got it for $2.00. This outfit is a scam and I have read several other upset revies on line.

Desired Settlement: I want my money back!

Business Response: Initial Business Response /* (1000, 5, 2014/09/08) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com September 8, 2014 RE: ******* ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *******'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******* has experienced in this situation. After further investigation, we have found that the order was canceled, and the billing of ****** was reversed back to Mr. *******'s PayPal account on August 6, 2014. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

9/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: charges to my bank account that I didn't authorize In July, I closed a debit card. Later that month, Ancestry.com sent me an email that they needed updated information or they would cancel my account. Since I didn't want to continue with them, I never sent any information. On August 20, they debited my bank account for $20.99. When I contacted the bank to see how this could have occurred on a canceled card, they informed me that Ancestry had my new card number. This must have been given to them by an employee of the bank or of Visa. If I knew who gave the number away, I would be trying to have them fired as we speak! If I wanted the number given out, I would have done it myself. I NEVER authorized Ancestry.com to use that card, and I want my money refunded.

Desired Settlement: Refund of $20.99, charged to my bank account on August 20, 2014.

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com September 12, 2014 RE: ****** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen. When signing up for a free trial or other membership, Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ******* indicating her desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a refund to Ms. ******* in the amount of ****** for the billing in question. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: XXXXXXXXX. With this cancellation, Ms. ******* will have no further billing from Ancestry.com. Because we want her to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you.

9/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Archives.com continued to charge me for a monthly service I canceled before the trail was up. This went on for 12 months I would like a full refund that Archives.com took. As they did not notify me of any payments they took from me for over a year. They said that they can not help as I no longer have the confirmation email. When. Asking my customer service rep ***** to pass me up to management she has not and continues to send me the terms and agreement file. I did not access this account from when I canceled util I was notified by my bank for recurring charges.

Desired Settlement: I just want the past years charges re funded.

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com September 12, 2014 RE: ****** **** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ****'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. **** has experienced in this situation. Unfortunately, we have many customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. **** signed up for a monthly membership that began with a free seven day trial on August 12, 2013. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. ****'s case, her trial renewed to a monthly paid membership on August 19, 2013. When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. **** was responsible to cancel online if she did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Ms. *** indicating her desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a an additional refund to Ms. **** in the amount of ****** for the December 2013 to July 2014 billings. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. In total, we have issued a refund of ****** for 9 of the 13 billings. With this cancellation, Ms. ****'s access to the paid online databases will expire immediately and she will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response as it is a total different outcome from when I personally contacted them. They would not refund any amount and stopped contacting me when I asked to be passed up to a supervisor. I feel they only have a refund to look good for the BBB.

9/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Will not delete account & holding my credit card information for there use. Signed up to us ancestory.com not know that you could not delete the account or your credit card information from the website. Did not disclose up front that your information is put out into the public. You have to got into your account to make not be public but there is no way to delete the account that you create or remove your credit card information.

Desired Settlement: I want my account & credit card information deleted from there website and not to be use for public use what so ever.

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com September 12, 2014 RE: ****** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation. We have deleted Ms. *****'s account and billing details from Ancestry.com: ********* *********@gmail.com Please allow 7-10 business days for all emails to cease concerning these accounts. We appreciated the opportunity to assist in your discovery. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/09/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the resolution for deleting my account. Thank you BBB, its sad this was the only way to have it removed.

9/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Archives.com started billing my credit card on March 2 and continues to bill my credit card thru August 2 for a monthly service charge. Although I have repeatedly requested information on this charge, archives.com cannot provide me with any information, but they continue to charge my card $7/95 on a monthly basis. I spoke to **** today in the customer service department and there is no record of the $7.95 monthly charge at Archvives.com. The customer service rep named **** told me to contact my credit card company, AMEX, to correct the charge Archives should correct this charge and not force AMEX to figure it out.

Desired Settlement: CANCEL ANY FUTURE CHARGES TO MY CREDIT CARD. REFUND ALL CHARGES SINCE MARCH 2 THRU AND INCLUDING AUGUST 2 FOR THE TOTAL AMOUNT OF

Business Response: Initial Business Response /* (1000, 5, 2014/09/08) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com September 8, 2014 RE: ******** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. After researching Ms. ******'s Ancestry.com account details, we were able to locate an Archives.com account under a different individuals name and contact information. As we were able to link Ms. ****** to this account, we have issued a full refund to in the amount of ****** for the past seven billing. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The confirmation number for this transaction is XXXXXXXXX. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/09/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) I made repeated calls to Archives and could not get an acceptable response from its representatives because they could not find an account with my name or credit card information even tought my credit card was being charged monthly. I wanted the Archives account to be closed and my money refunded. Thanks very much for your intervention.

9/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com refused to refund money billed to my account for 2 months after I had followed the cancellation instructions. No receipts were sent. I subscribed to the 2 week free trial period, and set a reminder on my calendar to cancel before period was up. I followed the instructions online for cancelling, but apparently it didn't work. I was billed for the next three months and I was unaware. Ancestry.com did NOT email invoices OR receipts, which would be easy enough to do (they seem to have no problem spamming me regularly). I DID NOT LOGIN ONCE and use the service during the three months, and they acknowledged that. However, when I asked for a refund, all they would give me was one month refund. Therefore they provided NO SERVICE TO ME for three months, yet accepted my money, and did everything possible to be sure I was not aware I was being billed. This seems extremely unfair and unethical.

Desired Settlement: I would like my two months fees back. $70 refunded to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 23, 2014 RE: *** ********* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *********'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ********* has experienced in this situation. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Mr. *********'s desire to cancel until July 9, 2014. At this time the account has been canceled, so there will be no further renewals or charges. Unfortunately, PayPal which is the billing method Mr. ********* chose to pay his membership with, will not accept refunds of transactions that occurred over 60 days ago with Ancestry.com. With that in hand, we are unable to process the refund for the April or May billings. However, as we can understand the frustration this may have caused, we would like to provide Mr. ********* with six months free to our World Explorer Membership that has a value of $149.70. If Mr. ********* would like us to accommodate his account with the free subscription, he is welcome to respond to this complaint, or email *****************@ancestry.com with the request to activate this membership. We also would be pleased to activate the free time at any time during the 2014 year. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please contact us by responding to this email. Sincerely, Initial Consumer Rebuttal /* (3000, 7, 2014/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) If Paypal will not accept refunds from Ancestry.com past 60 days due to whatever technicality, there are plenty of other common payment options that Ancestry.com can use to make recompense. They can, in fact, just make a payment through Paypal directly to my account. Alternatively, they could send me a check in the mail, wire the money, arrange for a e-transfer/direct deposit, or show up at my doorstep with cash. I would be satisfied with ANY of these alternatives. Final Business Response /* (4000, 9, 2014/08/04) */ August 4, 2014 RE: *** ********* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *********'s response to us. We have carefully reviewed the request and have the following response. We again regret for any frustration that Mr. ********* has experienced. As previously stated, when signing up for a membership on Ancestry.com, members are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Because of these terms, Mr. ********* was responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if he did not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating his desire to cancel until July 9, 2014. As all refunds are issued back to the original payment method, we are unable to issue an additional refund to Mr. *********'s PayPal account. Unfortunately, PayPal which is the billing method Mr. ********* chose to pay his membership with, will not accept refunds of transactions that occurred over 60 days ago with Ancestry.com. If Mr. ********* should have any question for PayPal regarding their refund policy, he is welcome to contact their customer services by calling X-XXX-XXX-XXXX. As we can understand the frustration this may have caused, we would like to provide Mr. ********* with six months free to our World Explorer Membership that has a value of $149.70. If Mr. ********* would like us to accommodate his account with the free subscription, he is welcome to respond to this complaint, or email *****************@ancestry.com with the request to activate this membership. We also would be pleased to activate the free time at any time during the 2014 year. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please contact us by responding to this email. Sincerely, Final Consumer Response /* (4200, 11, 2014/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Ancestry.com is trying to shift the blame on to everyone except themselves. They want me to make it PayPal's problem, or my problem, and that they can't reimburse me. And that they have done everything in their power to make it up to me. Well, they haven't. There are plenty of ways Ancestry.com could reimburse me if they wanted to take responsibility for their error. It is now clear to me that Ancestry.com does not see this as an error, but another success in their deceitful business strategy. It is now plain to me that they do not value their customers, or the idea of goodwill, but prey on the unassuming consumer and loopholes in law in order to make a few extra dollars. I have since researched other people's experience across the internet, and now realize that Ancestry.com has systematically duped countless other "customers". Ancestry.com has decided on business strategy of deception and unethical behavior, known in legal circles as "preacquired account marketing", which relies on making it difficult for customers to cancel their subscriptions after free trial, and not notifying them of charges against their credit card, in the hopes that customers will not realize they are being charged. I find this unusual since most websites that engage in this unethical strategy typically pedal *********** or insubstantial social networking. Ancestry.com actually has a value offering that is respected in most geneaological circles. Why they would, at the same time, try to bilk unsuspecting potential customers using unethical business practice for a marginal increase in profits, is beyond me. I am extremely dissatisfied with my experience with Ancestry.com, and hope that my experience published here, and on multiple discussion groups on which I intend to publish, will deprive them of much more than $70 worth of lost revenue and goodwill.

9/2/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After cancelling, I have continued to be charged $21.74 on my credit card for the last 3 months. Cancellation #XXXXXXXXX effective 6/11/2014. Charges made to my account on 5/21, again in July and again in August

Desired Settlement: $61.22 and no further charges on my account.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com August 28, 2014 RE: **** ******* - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. Unfortunately, we have customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ******* signed up for a 14 day free trial membership on 6/2/2014. Their trial membership ran from 6/2/2014 to 6/16/2014. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. *******'s case, the membership continued to renew on a monthly basis from 6/16/2014 to the cancelation date of 9/16/2014. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. *******'s desire to cancel. Currently, the account has been canceled as of 8/27/2014 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and we are prepared to issue a refund to Ms. ******* in the amount of ****** for the past two billings. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within their financial institution. With this cancellation, Ms. *******'s access to the paid online databases will expire immediately and she will have no further billing from Ancestry.com. Because we want Ms. ******* to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2014/09/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/1/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been being charged for over a year now on a service that I didn't know I still had and they will not refund me for the charges. I purchased the US Discovery Membership on 2/12/2013 and, thought that after I finished the 6 month service, the membership would expire, since the six months is all I paid for. I did not realize that for the past year and a half I have been charged every 6 months for a service that I haven't been using. I called customer service and they told me that I last logged into the website in March 2013. However, they still will not refund me for the other 2 charges that they deceptively charged my card forI on 8/12/13 and 2/12/14. Ancestry.com has verified that I have not even logged into the website since March 2013. They are very deceptive with automatically charging your credit card, and without telling you beforehand.The e-mails that they do send start off saying "It's almost time to renew your Ancestry.com membership " making it appear that you need to renew it yourself, when really it is an automatic renewal. Other subscription based websites require you to select the package you wish to renew, or at least verify payment, and that was not the case with ancestry.com, they are purposefully deceptive in their emails to their customers. If it shows that I have not logged into the account in over a year it should prove that have not at all been using their service nor did I have any idea I was being charged for their service.

Desired Settlement: I am seeking a reimbursement of $192.39 for service charges that I was not using or aware that I was being charged for.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com August 28, 2014 RE: **** ******** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen. When signing up for a free trial or other membership, Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ******** indicating her desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a refund to Ms. ******** in the amount of ******* for the billing in February of 2014. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: XXXXXXXXX. With this cancellation, Ms. ********'s access to the paid online databases had expired effective immediately and she will have no further billing from Ancestry.com. Because we want her to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/08/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am just happy to be getting some of my money back. I have spent hours on the phone and am just exhausted with this company.

8/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my account in late 2011, early 2012. Ancestry.com then billed me for two additional years without my approval. They refuse to refund. I signed up for a 14 day trial membership on September 5, 2011 which expired and I paid for a full membership in Sepetember 2011. I did not like the site and cancelled my membership in late 2011 or very early 2012. I do not know the exact date. I did not login again. From there, I did not receive another communication from Ancestry.com until August 18, 2014. On Aug. 18, I received an email notification of automatic renewal of my account. At that point I investigated and found my account still active, regardless of my cancellation and thus removal of authorization to charge. I proceeded to re-cancel my account on Aug. 18, 2014. On Aug. 19, 2014 I called Ancestry.com to request that they refund the unauthorized charges ($598.80). I spoke with **** who stated that he did not have record of my cancellation and could not refund the charges, but could offer me a free year of service. I declined the offer as I did not like the site and had not logged in, nor even attempted to login since my cancellation years prior. With **** not able to assist, I requested to speak with a supervisor. I spoke with supervisor ******* who, like ****, refused to refund the previous charges. He cited refund policy which would not allow him to refund the charges. ******* again offered a free year of service, which I again declined. I have contacted my credit card company and informed them of the unauthorized charges and the refusal to refund.

Desired Settlement: I did not authorize Ancestry.com to continue to bill me for an annual membership. I cancelled my membership and do not expect to pay for something I neither authorized nor utilized. The only acceptable resolution for me is a complete refund of the two unauthorized charges. Each charge was $299.40. I require a full refund in the amount of $598.80. Nothing more; nothing less.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com August 28, 2014 RE: ****** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ***** has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen. When signing up for a free trial or other membership, Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. ***** indicating her desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a refund to Mr. ***** in the amount of ******* for the billing in September of 2013. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is: XXXXXXXXX. Unfortunately, we are unable to issue refunds of transactions that occurred over one year ago. With that in hand, we are unable to process the refund for Mr. *****'s previous charges. However, as we can understand the frustration this may present, we would like to provide Mr. ***** with a free year to our World Explorer Plus membership for the unused time. The World Explorer Plus membership has a value of $389.00 and will provide Mr. ***** with full access to Ancestry.com, Fold3.com, and Newspapers.com. If Mr. ***** would like us to accommodate his account with the free subscription, he is welcome to respond to this complaint, or email *****************@ancestry.com with the request to activate this membership. We also would be pleased to activate the free time at any time during the 2014 - 2015 year. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the proposed settlement because the alternative is using legal means to collect the previous charge. Though I am not opposed to using the courts as that is what I am trained to do, I am please to see that Ancestry.com has made a good faith effort to quiet this issue via the BBB. Further, I will accept the free year subscription only if it is not automatically renewed, thus negating the chance of any further cancellation and billing issues.

8/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Bought DNA kit 02/2014 for $99.00. I haven't received the product. Bought a DNA Kit (online) for $99.00 in 02/2014. When the kit did not arrive (6 wks later), I was told someon would look in to it. Seven months later, I am still waiting for the kit. Now they have dropped the price to $79.00. I called requesting a $20.00 refund since I had not received the kit previously. Meaning that if they send it out this month FINALLY....I should get it at the 79.00 price and not 99.00 because that is the price it is being offered at. Once again I was told someone would look in to it....and guess what I am still waiting.

Desired Settlement: I would like to receive the kit, along with a 20.00 refund

Business Response: Initial Business Response /* (1000, 5, 2014/08/27) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com August 27, 2014 RE: ****** ******** - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation. Unfortunately, we are unable to locate any recent communication from Ms. ******** regarding her DNA Test kit. However, because we are committed to providing superior customer service, we are reshipping Ms. ********'s DNA Test; please note that it can take up to two weeks to receive the Test. We have also made a large exception to our policy and are prepared to issue a ****** refund to Ms. ******** for the difference in our current advertising. Depending upon the payment method they used for this membership, it may take up to 7-10 days for this credit to become accessible within her financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2014/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) If they are willing to send me kit I paid for, I am satisfied

8/29/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for a free 14 day trial in Feb. of 2014. I was charged monthly for 6 months even though I cancelled the trial. I signed up for a free trial in Feb of 2014. I looked around the website for a few minutes and decided it was not for me. I remembering cancelling immediately on the website but I received no confirmation email so I called the 800 number Tey said it hadn't been cancelled online but assured me that they would take care of it. I just noticed that for the previous 6 months they have been charging me 19.99/month for a service that I have never used! I called the customer service line and spoke to a girl named ******* who ended up transferring me to her manager ******. He was incredibly rude. He said I needed to provide him with a cancellation number from 180 days ago, as if I filed that away! He told me I was lying about cancelling and when I asked to speak to someone else he hung up on me! I called back, spent 10 minutes on hold, and finally got ahold of someone else. She was much more polite but kept referencing the 'account notes' that ****** had written saying that things were clearly explained to me and there was nothing she could do. I did find out during my second call however, that Ancestry.com never had my correct email address! I never once received any communication from them whatsoever. I was told that I was notified via email that I was going to be charged and that it did not matter if I never actually received any of them. I just got off the phone with their customer service , 8/5/14, and I have never been so disappointed in my life.

Desired Settlement: 19.99/month x6 months = $119.94

Business Response: Initial Business Response /* (1000, 5, 2014/08/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com August 19, 2014 RE: ****** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. Our records indicate that Mr. ****** was issued a full refund on August 5, 2014. Depending upon the payment method he used for this membership, it can take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is: XXXXXXXXX. With this cancellation, Mr. ******'s access to the paid online databases has expired effective immediately and he will have no further billing from Ancestry.com. Because we want Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

8/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Not willing to refund fees for services not using. No notice was sent regarding the charge to my credit card. Notified them at XXX-XXX-XXXX Created a Family Tree using their site previously.

Desired Settlement: Refund my Visa $99.00.

Business Response: Initial Business Response /* (1000, 5, 2014/08/13) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com August 13, 2014 RE: **** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. Being a respectable company is one of Ancestry.com's qualities that we endeavor on a daily bases. We drive to provide world class customer services. And make it a pleasant experience for all customers to join or cancel a membership with us. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. ******'s desire to cancel. At this time the account has been canceled so there will be no further renewals or charges. Unfortunately, we are unable to issue a refund as our accounting department has been notified of a billing dispute through Ms. ******'s financial institution. Because Ms. ****** chose to initiate the chargeback process, we are obligated to follow through on that process. If her financial institution determines that the funds should be returned to us, we are not in a position to dispute that decision. At this time we recommend Ms. ****** contacting her financial infatuation to explain the factors they will be considering in making their decision. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Office Ancestry.com. 360 West 4800 North Provo, Utah 84604

8/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Received duplicate charges for four months due to an erroneous duplicate membership; Archives.com refused to refund. I contacted Archives.com because I noticed that for four months (April 2014 through July 2014) I had two charges per month from Archives.com for $7.95 per charge. I knew I had signed up for a membership back in April 2014 and I expected only one charge per month. I contacted Archives.com about the erroneous duplicate charges and asked for a refund. They responded saying that they would not provide a refund. Further, I learned from them at this time that apparently I had two memberships simultaneously active during the past four months unknowingly. I can only presume this occurred on their website as an error when I first signed up in April 2014(such as if the webpage did not load and I tried to refresh and accidentally signed up for two memberships). However, their system did not prevent duplicate memberships to the same person and email. Further, Archives.com would not acknowledge this as a problem nor provide a refund for the erroneous duplicate charges. I am requesting BBB's assistance to: (a) receive a refund for four month's charges of erroneous duplicate membership at $31.80 (four months of $7.95 charges); and (b) receive assurance from Archives.com that *both* my memberships are cancelled immediately and no more charges will be assessed to my credit card moving forward.

Desired Settlement: I am requesting BBB's assistance to: (a) receive a refund for four month's charges of erroneous duplicate membership at $31.80 (four months of $7.95 charges); and (b) receive assurance from Archives.com that all of my memberships are cancelled immediately and no more charges will be assessed to my credit card moving forward.

Business Response: Initial Business Response /* (1000, 5, 2014/08/13) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com August 13, 2014 RE: ***** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ****** complaint to us. At Archvies.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We sincerely regret any frustration that Mr. ****** has experienced in this situation. We have carefully reviewed her account information and respond to the inquiry as follows: Because we are committed to providing superior customer service, we have issued a full refund to Mr. ****** in the amount of ****** for the duplicate billings. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

8/22/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I renewed in July. Later that day, Ancestry notified me that they will no longer support my operating system. Promised difficulties. Too many problems The site does not accommodate all viewable docs. It takes ages to upload docs. Other sites they own are off line without warning. I paid abt $300 for a subscription that used to work fine. Now because of their transformations my service is harmed.

Desired Settlement: Extend my subscription while the server upgrades are happening.

Business Response: Initial Business Response /* (1000, 5, 2014/08/13) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com August 13, 2014 RE: ********* ******** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, you are making an investment in your family, and we take this trust very seriously. We apologize for the frustrations that Ms. ******** has encountered with Ancestry.com. On April 8, 2014, Microsoft stopped supporting their Windows XP operating system. The company stopped releasing security updates and hotfixes, providing non-security hotfixes, updating online technical content and providing assisted support of any kind for XP. As Microsoft no longer supports Windows XP, we have also had to end our support as well. As we do not have any planes in the future to support Windows XP, we would be willing to cancel Ms. ********'s membership and provide her with a full refund for her July billing. We don't like to see our members leave; however, we understand Ms. ********'s concerns in regards to the web site. If Ms. ******** would like to us to accommodate her with a full refund, she is welcome to respond to this complaint, or email *****************@ancestry.com, with the instructions to do so. Again, we apologize for the frustrations that Ms. ******** has encountered with Ancestry.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

8/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com allowed use of my credit card and refused to divulge fraud user or refund charges. Closed account. On 7/29 I found a 7.95 charge from ANC (tel # XXX-XXX-XXXX). Charges began on 5/29. I contacted ******** or (********) at ANC at the above number. I asked her to search my name (I was not listed), my address (it was not listed), however my credit card number was in their database and it was being used by someone else. ******** acknowledged that my credit card number was being used by someone else to pay for their services. ******** refused to refund charges, allow me to speak with her superiors, or disclose the name of fraud user. I called my bank (EAFCU) to request a block on my credit card card.

Desired Settlement: I request: 1) that the credit card charges be returned and 2) that the unauthorized user of my credit card be prosecuted for wire fraud.

Business Response: Initial Business Response /* (1000, 5, 2014/08/13) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com August 13, 2014 RE: ****** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We sincerely regret any frustration that Ms. *** has experienced in this situation. Based on the information that Mr. ****** provided us, we are unable to locate the account on Archives.com. If Mr. ****** would be so kind as to provide us with the first six and last four digits of the card number that was billed, we will be able to locate that account. In regards to Mr. ******'s request for the unauthorized user to be prosecuted, we encourage him to notify is financial institution on how to proceed with that process. We however, will report this to our fraud department, but the necessary steps would be to go through his financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

8/19/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Computer error caused 4 month delay in receiving DNA info A credit for DNA screening and processing. Upon purchasing and receiving the DNA kit from ancestry.com I completed all of the instructions including registering the kit online. I received all of the appropriate confirmations that my kit was registered and I sent it in. Over toe months later I had still not heard any results so I called customer service. They informed me that there was no way for them to get the results and that my kit had not been registered, I told them that this could not be true because I had explicitly followed the instructions when I received it and had even gotten confirmation that my kit was registered. They then proceeded to tell me that there is a known issue with internet explorer and ancestry.com not storing information when this browser is used. I feel that if there is such an issue there should be a warning in the instructions so customers aren't unknowingly sabotaging themselves. The fact that ancestry.com is willing to do nothing more than send a replacement kit is outrageous. They are being completely negligent by not making customers aware of a known system glitch and had I been made aware my results would have been in long ago. I would ancestry.com to give me credit for an additional DNA screening kit to make up for their negligence and poor customer service.

Desired Settlement: A credit for an additional DNA screening

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 29, 2014 RE: ******* **** - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. **** has experienced in this situation. After speaking with our developers regarding Internet Explorer and Ancestry.com not storing details or communicating with each other, they were unaware of such problem and believe our representative was mistaken. We also found that Mr. ****'s original DNA test was not activated properly. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue Mr. **** with a partial refund of ****** from his original DNA purchase. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. We would also like to notify you that we have sent Mr. **** a replacement kit that was shipped to him on July 22, 2014. After the kit has been activated and received by our lab, his results will be posted on our site within 6-8 weeks. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX Monday - Sunday 8am to 8pm (MST). Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (3000, 7, 2014/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is outrageous and insulting that ancestry.com is only offering a *** refund rather than giving me another free DNA test to give to a friend and which would more than likely result in a new membership. I am equally appalled that they claim to have outstanding customer service when their representatives are supposedly giving out incorrect information. It makes no sense why the rep would go on and on about this known issue if no such issue exists. Also, if ancestry.com has successfully located my original test and claims it was my error in registration why have they not corrected and processed this original test instead of making me wait an additional 6-8 weeks? If ancestry.com is not willing to give me my original request of an additional DNA test kit to be used by someone else, then I want a full refund as compensation. Final Business Response /* (4000, 9, 2014/08/14) */ August 14, 2014 RE: ******* **** - Case # XXXXXXXX To Whom It *** Concern, Thank you for forwarding Mr. ****'s response to us. We have carefully reviewed the request and have the following response. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and provide Mr. **** with the remaining funds of ******* Please note that it may take up to 3-5 days for this credit to become accessible within his financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX Monday - Sunday 8am to 8pm (MST). Sincerely, ******* Executive Response Team Ancestry.com Final Consumer Response /* (2000, 11, 2014/08/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you BBB for helping resolve this matter.

8/15/2014 Billing/Collection Issues
8/14/2014 Problems with Product/Service
8/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They charged my credit card for a renew subscription that I do not want. They claim they sent me an e-mail before they charged my account but I have no record of getting it. They charged my account 99.00 for a six month subscription. If they want to keep 20.00 for the month it has been if effect I can live with that. They will not return a dime. I have to keep the subscription until January of 2015. I do not remember giving them authority to charge my card but I suppose it was in the fine print somewhere. Like I said, if they want to keep 1/6 of the charge that is fine. Refund the rest. Product_Or_Service: subscription

Desired Settlement: DesiredSettlementID: Refund Refund of at least 79.00.

Business Response: Initial Business Response /* (1000, 5, 2014/08/06) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com August 6, 2014 RE: *** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******* has experienced in this situation. Per the Terms of service on our website, subscription memberships are on a continuous service basis. This means that once a customer has become a subscribing member, the subscription will be automatically renewed and the members billing choice will be charged based on the subscription program (annual, quarterly, monthly, etc.) they have chosen. When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Ancestry.com Terms & Conditions. These terms and conditions also state multiple times that an automatic-renewal will occur without following the cancellation process instructions in this Agreement; "Cancellations may be made by calling Ancestry at X-XXX-XXX-XXXX or by logging into your My Account page on the Website and providing the same information that you provided when you subscribed." Mr. ******* was responsible to cancel online, or contact us by our toll free number X-XXX-XXX-XXXX prior to the renewal of this subscription on the 3rd of July, 2014 if he did not want to continue the subscription. However, we have no record of any proper attempts at cancellation. Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue a full refund to Mr. ******* in the amount of ****** for the billing in question. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: XXXXXXXXX. With this cancellation, Mr. *******'s access to the paid online databases will expire immediately and he will have no further billing from Ancestry.com. Because we want Mr. ******* to have success with his family research, he will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/08/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In 2011 I did a DNA test that promised ground breaking results to my background. In 2014 they have a new DNA test,I was told I would have to pay again I was told that the DNA I told 2011 that will open information to my families background, I received little to no results than in 2014 they have a new groundbreaking DNA test. They will not use the DNA that I have already given I would have to pay for a second time to get more results into my background

Desired Settlement: I would like they to waive the fees for the new DNA testing since I have already signed up for their DNA testing.

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 29, 2014 RE: ****** ****** - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. Over the years we have built up a variety of products that enable our users to discover, preserve and share their family history. We recognize that there are a lot of ways that we, as a company, can make family history easier, more accessible and more fun for people all over the world. In order to do this, we need to focus on our core offerings to ensure we're delivering the best service and best product experience to our customers. To that end, we've decided to invest more aggressively in our core Ancestry.com business and plan to retire the Y-DNA and mtDNA tests on September 5, 2014. Because we are committed to providing superior customer service and can understand the frustration this may have caused, we would like to provide Ms. ****** with one of our new AncestryDNA test kits. If we can have Ms. ******, contact our offices by emailing *****************@ancestry.com with the street address of where she would like to have his two AncestryDNA kits sent to, we will then process her order. If you or Ms. ****** has any further questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by emailing *****************@ancestry.com. Sincerely, ******* Executive Response Team Ancestry.com

8/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com advertises that one can use their website FREE for a period of 14 days. However, in essence it is not free as a credit card must be submitted and cleared. Their policy is that if one chooses to cancel 'membership' it must be done at least two (2) days before renewal date. I took the FREE 14 day trial on July 22, 2014; and to be sure that I was not charged $19.99 on my credit card I canceled my membership both at the website and by phone (waiting 10 or 15 minutes for someone by phone)on July 24, 2014. I expected to be permitted to use the website for 14 days free; however, the representative told me that my access would be cut off immediately. This is false advertisement, and I am an unhappy consumer.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to have 14 days of FREE access to Ancestry.com website. I used the site for a full year in 2010 costing me over $200.00.

Business Response: Initial Business Response /* (1000, 5, 2014/07/30) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 30, 2014 RE: ********* *** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. To activate a 14 day free trial, a credit card is required in order to verify that contact information entered on the site is correct and to reserve the members paid membership at the end of the trial. The member will not be charged during the 14 day trial period and may cancel their trial period at any time during the 14 days without the risk of being billed. When the trial is canceled, the member will lose access to the paid database effective immediately; however, they will continue to have access to the free resources on our site as a registered guest. At this time the account has been canceled as of July 24, 2014, so there will be no renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and provide Ms. ******* with access to the U.S. Discovery membership for 14 days. As her trial will be activated without any billing details, her trial will cancel on August 13, 2014 and will not renew into a paid membership. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) In my estimation this company is operating in a very odd fashion. However, they are giving me 14 days of FREE use as they advertise.

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Unauthorized charges on my credit card for Ancestry.com World Membership. I had stopped using Ancestry and cancelled my membership 10/2013. I had signed up for membership on 9/16/13. My husband and I no longer had time to work on it so I had cancelled the membership in October. I started to receive emails from them to update my billing information and declined to as I had cancelled and had no intentions at that time to continue with the site. The emails finally stopped. Today going through a credit card that I hadn't used in a while I only pay on said card I noticed a charge of $34.95 for Ancestry I started going back and it started being charged in Dec 2013. I did not give them authorization to charge this card nor had I updated my billing info. I called and spoke with them and ***** an Operations Supervisor basically said too bad. They contacted the card that I had on file and updated the info on their own. They had no business doing this, nor did they contact me that they had done so. The credit card company also should not have given them my information. She said as a courtesy they would credit 3 months of the payments but that was all. This is not acceptable as I had no knowledge of this and the fact that I had cancelled it and not provided updated payment info.

Desired Settlement: I would like them to refund the $174.75 that they have basically stolen from my account without my knowledge. I do not know how a company this big could do something like this. They can clearly see that the account has not been touched since I cancelled it.

Business Response: Initial Business Response /* (1000, 5, 2014/07/30) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 30, 2014 RE: ********* ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating your desire to cancel. At this time the account has been canceled as of July 21, 2014, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund in the amount of ******* for the 2014 billings (January, February, March, and April). The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account. With this cancellation, Ms. *****'s access to the paid online databases will expire effective immediately and will have no further billing from Ancestry.com. Because we want Ms. ***** to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/08/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) I do accept this response as it satisfies the amount that was charged after I had cancelled the subscription.

8/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: there 2 week free trial was misleading in the language, I signed up not knowing that they would continue to charge my card without any notification. I signed up on or around April 20th using my check card after the 14 days I begin to incur a charge of $19.95 a month unbeknownst to me. I called to cancel the account and request a refund they wouldn't give me one for the entire time only for the current subscription.

Desired Settlement: refund of two months subscription.

Business Response: Initial Business Response /* (1000, 5, 2014/07/30) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 30, 2014 RE: ***** *** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ***'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. *** has experienced in this situation. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew after the 14 day free trial and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating your desire to cancel. At this time the account has been canceled as of July 22, 2014, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund in the amount of ****** for the billing in June. The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method Mr. *** used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. With this cancellation, Mr. ***'s access to the paid online databases will expire effective immediately and will have no further billing from Ancestry.com. Because we want Mr. *** to have success with his family research, he will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/08/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/1/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: See below. On 7/6/2014 I went on line for a "free trial" at Ancestry.com. After being asked for my credit card info, I decided it was not free and did not provide. Today I get a "welcome" notice from them. Cannot get through to their customer service department; cannot cancel on-line (although they say you can). I did not sign up for this and do not appreciate companies that operate this way.

Desired Settlement: I did not subscribe to the service and do not want to be charged for anything. Should they try to do so, by any means, I would expect to be reimbursed for any/all costs.

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 23, 2014 RE: ******** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We apologize to Ms. ***** for any confusion that occurred during the online sign up process. With the information that Ms. ***** has provided, we have located a registered guest account and no active subscription. As a courtesy to Ms. *****, we have removed her guest account from all Ancestry.com contact lists. Please allow 7-10 business days for all emails to cease concerning these accounts. Now queued for deletion, her name, email address, residential address, family tree information, and any DNA results on our site will be removed from our system. We appreciated the opportunity to assist Ms. ***** in her discovery. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

7/29/2014 Delivery Issues
7/29/2014 Advertising/Sales Issues
7/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I HAVE CANCELED MY MEMBERSHIP FOR THE LAST TWO MONTHS AND THEY KEEP TAKING IT FROM MY ACCOUNT JUST A REFUND AND FOR THEM TO REPLACE THE CANCEL APP

Desired Settlement: REFUND

Business Response: Initial Business Response /* (1000, 5, 2014/07/17) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 17, 2014 RE: ***** *****- Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. As a courtesy to Ms. *****, we have issued a refund in the amount of ****** for the past two billings; please note that it can take between 3-5 business days for these funds to become available within their financial institution. The confirmation number for this transaction is: XXXXXXXXX. With this cancellation, Ms. *****'s will have no further billing from Ancestry.com. Because we want Ms. ***** to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

7/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello,We signed up for a one month World Explorer Membership with Ancestry.com. We canceled the membership on the 6th of July, the day it expired. We cancelled before the time it was set to expire, also. Ancestry.com then billed us for another month after the cancellation, saying we did not cancel our membership at the right time. They stated we must cancel within the subscription period which we want to cancel, which we did. They refused to refund us. Please help.***** ****** Product_Or_Service: World Explorer Membership Order_Number: ***************** Account_Number: *******************

Desired Settlement: DesiredSettlementID: Refund Would like a refund to my PayPal account, which I payed with. The cost was $34.99. Thanks.

Business Response: Initial Business Response /* (1000, 5, 2014/07/23) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 23, 2014 RE: ***** ******* ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ****** has experienced in this situation. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, Mr. ****** did not cancel his membership until July 8, 2014 through our online cancelation process. At this time the account has been canceled, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund in the amount of ****** for the billing in July. The confirmation number for this transaction is XXXXXXXXX. Please note that it may take up to 7-10 days for this credit to post to Mr. ******'s account. The access to the databases associated with Mr. ******'s membership has been terminated effective immediately and he will have no future billing from Ancestry.com. Because we want him to have success with his family research, he will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by responding to this email. Sincerely, If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you. I have already received the refund. I fully understood the terms at sign-up and understood that I had to cancel before the auto-renewal. I still think there must be some error somewhere, because my cancellation was on the 7th of July. I will continue to stay on as a free member, but am unlikely to sign up for a paid membership again.

7/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our credit card was "duplicate billed" $628.50 from November 2011 through April 2014. When we recently cancelled our account with Ancestry.com we discovered that our credit card had been double billed $628.50 from the period November 2011 through April 2014 We spoke with Ancestry.com on 2 occasions and they would only agree to process a credit in the amount of $376.10. I then e-mailed the customer service department asking them to refund the entire amount of the over billing, and I have received no response. I should not have to pay for services I didn't ask for or receive. I expect to be refunded the entire amount of the duplicate billing.

Desired Settlement: The Remaining $254.20, they have refused to refund.

Business Response: Initial Business Response /* (1000, 5, 2014/07/17) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 17, 2014 RE: **** and **** ******* - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. and Mrs. ******* complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. and Mrs. ******* have experienced in this situation. As of July 1, 2014, we have issued a total refund in the amount of ******* for the duplicate billing. As a courtesy to Mr. and Mrs. ******* we have provided them with an additional refund in the amount of ******* for the remainder of the duplicate charges. As the refund is outside of our normal refund policy, the refund will be sent to Mr. and Mrs. ******* by paper check. Please note that it can take up to 3-4 weeks for the refund to be received. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2014/07/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: A charge to my bank account that was not resolved by telephone/customer service. June 2, 2014 $189.00 was debited to my checking account for the next 12 months of service. I have known for sometime that per an agreement with the Church of Jesus Christ of Latter-day Saints that Ancestry.com agreed to provide their services for free to church members. I have been anxiously awaiting the free service. One week after $189.00 was charged I received notice that I could cancel my existing account with Ancestry.com and receive free services. I did so and then telephoned customer service to ask for a pro-rated discount of the $189.00 I asked that I be refunded at least 11 months. I spoke with **** who told me that the money could not be refunded. I asked to have an address to which I could register a complaint. **** would NOT give me an address. He could not give me a valid reason for not refunding the money. He told me that the only way to get any help would be to leave a message at the end of our conversation. He explained that that would be the very best way to get service. I asked at least three times for a physical address and he would not or could not give me way and told me at least three times to leave a message. At the end of our conversation I left all of the information needed and explained the situation. I have waited three weeks for a reply and have not yet received any feedback or reply from Ancestry.com. I then advised all of my friends to immediately cancel their accounts and wait for the go-ahead to apply for the free services-per agreement with the Church. I feel that it was extremely dishonest and poor business practice to charge me for one year of service when in just a few days I was eligible for the free service.

Desired Settlement: I would like Ancestry.com to refund me $175.00 which is $189.00 minus one month of pro-rated service, even though I only received one week of service. I think that $189.00 for one week of service is extremely unfair and dishonest.

Business Response: Initial Business Response /* (1000, 5, 2014/07/11) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 11, 2014 RE: ***** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. Per our agreement with FamilySearch.org, when a member signs up for the sponsored Ancestry.com membership, their Ancestry.com subscription will be cancelled. If the member is within the Ancestry.com refund policy window (30 days), they will automatically be issued a refund. However, if they are outside that window, they will not be eligible for a refund. In Ms. ******'s particular situation, her activation was within the 30 days; therefore, she is entitled for a refund of her most recent billing. Per our policy, we have issued a refund to Ms. ****** in the amount of ******* for the billing in question. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: XXXXXXXXX. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Response Team Ancestry.com

7/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called archives.com each month since MAY 2014 TO remove me from their monthly charges. Was not pleased and wanted out & was promised each month. Was promised by different people since MAY WHEN i TOOK A trial offer of Archives. Called the next day and each month when I seen on the bank statement. Am still on their list and taken off the bank statement.

Desired Settlement: just want a refund and completely taken off from the bank statement.

Business Response: Initial Business Response /* (1000, 5, 2014/07/11) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 11, 2014 RE: **** *********** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ***********'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. *********** has experienced in this situation. Because we are committed to providing superior customer service, we have made an exception to our policies, and are prepared to issue a refund to Ms. *********** in the amount of ****** for the past two billings. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The access to the databases associated with this membership has been terminated effective immediately and she will have no future billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

7/22/2014 Billing/Collection Issues
7/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com has repeatedly charged my for a service I used only once and do not want. They refused to cancel my account upon my request. I signed up for a month of service with ancestry.com several months ago. I did not want recurring service but was signed up for it without my knowledge or consent. I have repeatedly attempted to cancel my account but despite following all instructions on the website there is no way to do so. I am sure this is by design. When I called to cancel by phone I was asked for my address. When I gave it to them they said that was not correct. It's the only address I've got but they refused to cancel my service without "the correct address".

Desired Settlement: I want ancestry.com to cancel my account retroactively to the date of the first recurring charge and make it simple and easy for future victims(they call them customers) to cancel their service.

Business Response: Initial Business Response /* (1000, 5, 2014/07/07) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 7, 2014 RE: ****** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *****'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. Our records indicate that Mr. ***** activated a monthly U.S. Discovery Membership on February 7, 2014 through iTunes. When a member purchase's an Ancestry.com subscription through a third-party (such as iTunes, Google, or Amazon), they will be billed automatically every month until they cancel their subscription. All cancelations of those third-party subscriptions must be canceled through the website it was activated. As Mr. ***** 's order was processed through iTunes, he will need to contact them regarding the cancelation. Unfortunately, we are unable to process a refund for any recent charges, as we do not have access to iTunes's billing system. To assist Mr. ***** , we have included the contact information for iTunes below. 1-800-MY-APPLE http://www.apple.com/support/itunes/contact/ If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

7/15/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was not refunded $15 processing fee for cancelled request due to additional information required to process request which I could not provide. I went to Archives.com to order my father's birth certificate. No where on the website or on my order did it state it would require additional information or documentation provided to complete my request and process the order. I spoke to someone on the phone approximately 1 week after the order was placed and I told the person I did not have the additional information or documentation to provide to process the request. After waiting over 3 weeks, I emailed Archives.com customer support and told them to refund my fee since I was not able to provide the informattion for them to complete the order. They refunded me $31.95, stating $15 was for a processing fee yet nothing was processed. I called and spoke to a customer service rep at their 1-888 number and was told the same thing. I advised the customer service rep they should like the requirements for each state on their website and not doing so was deceptive because if you submit the order, you are out $15 if for some reason they are not able to process the order. This is false advertising and deceptive practices.

Desired Settlement: I would like the $15 processing fee refunded.

Business Response: Initial Business Response /* (1000, 5, 2014/07/11) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 11, 2014 RE: ******* ********* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *********'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ********* has experienced in this situation. Because we are committed to providing superior customer service, we have made an exception to our policies, and are prepared to issue a refund to Ms. ********* in the amount of $15.00 for the search fee. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for making the exception to your policy and I hope you take my suggestion into consideration to include specific guidelines for the state from which a requestor is requesting information.

7/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ancestry com has not been able to provide the yearly services that an individual pays for because of numerous security incidents, denial of service. In June 2014 personal that had a yearly subscription to ancestry.com and all of its sub websites were denied access/service. Ancestry.com has continually denied refunds for the period of time that people could not use the service that was paid for.

Desired Settlement: A refund for the time period that either complete or partial denial of service was recieved.

Business Response: Initial Business Response /* (1000, 5, 2014/07/07) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 7, 2014 RE: ******* ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, they are making an investment in their family, and we take this trust very seriously. We do seek to always keep the website functioning properly for our users. To this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruption. As with any other computer or Internet Company, however, we cannot guarantee that there will not be occasional technical difficulties. Around 1:30 p.m. MT on Monday, June 16, 2014, attackers targeted Ancestry with a Distributed Denial of Service attack (DDoS). During the attack, Ancestry websites were clogged with massive amounts of false traffic that took the sites down. We want to apologize for the inconvenience this has caused and also thank Mr. ******* for her amazing support, as this has interrupted her family history research. We understand how frustrating this can be for our customers, and please know that it was just as frustrating for us too. We appreciate our member's patience and support as we dealt with this unfortunate incident against Ancestry. We have since neutralized the DDoS attack and our services have been up since 11:00 a.m. MT 6/17/14. Mr. ******* should now be able to access all Ancestry websites. Our member's data was not compromised by this attack. This attack overloaded our servers with massive amounts of traffic but did not impact or access the data within those servers. No data was impacted in any way. Our Web Operations team is closely monitoring the situation in case the attacks resume and we're doing everything in our power to protect our websites from situations like this in the future. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard Mr. *******'s membership and have provided him with a free month of access to his current membership. Mr. *******'s membership will now come up for renewal on January 24, 2015. As we have extended his membership without any billing details, Mr. ******* will need to re-subscribe to Ancestry.com to continue the services at that time. Again, we apologize for the frustrations that Mr. ******* has encountered with our website. If Mr. ******* has any questions regarding this or any other matters pertaining to Ancestry.com, he may contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/07/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although I appreciate the month free from Ancestry.com, I do not agree with their response. As an IT System Engineer, I do not agree with, "our services have been up". Yes, people could access their main web site, but other parts of the web site were not accessible and just because it was accessible does not mean it could be used. It could not, unless all you need to do is look at data/information. Ancestry commented numerous times on Facebook, days later, on services that were not functioning. All customers should have automatically received credit for the time period that their web sites were not 100% functional, not just those that reported it to the BBB. Although they cannot guarantee that there will not be occasional technical difficulties, they can provide credit for services paid for and not received.

7/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We received a notice that the sister site my-family.com would be discontinued after our fee was taken on may 6th. we have not received a refund. we received a notice on the web that the sister site was discontinued as of september 5th ( my family .com) and all images and pictures would be allowed to download till that date. the site is gone and so are the video and pictures and we did not receive a refund.

Desired Settlement: refund and if possible a copy of all video and pictures our family was posting on the site, at no charge to us for not allowing time to download or archive images and videos.

Business Response: Initial Business Response /* (1000, 5, 2014/07/07) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 7, 2014 RE: ****** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. Over the years we have built up a variety of products that enable our users to discover, preserve and share their family history. We recognize that there are a lot of ways that we, as a company, can make family history easier, more accessible and more fun for people all over the world. In order to do this, we need to focus on our core offerings to ensure we're delivering the best service and best product experience to our customers. To that end, we've decided to invest more aggressively in our core Ancestry.com business and plan to retire the MyFamily.com service. We understand the value this service has provided to keep Ms. ******'s family connected during her time as a subscriber. To keep the family memories she's gathered on MyFamily.com, she can log in to her MyFamily group site and request an export by clicking on the "Export Now" button located at the top of the page. If she should have any problems exporting the information, she is welcome to contact our Member Services at XXX-XXX-XXXX or ***************@custhelp.com. Customer Solutions Associates are available 11 a.m. to 6 p.m. ET, Monday-Friday. We also like to bring to Ms. ******'s attention, that we have issued a partial refund of ****** on June 9, 2014 back to her Visa account ending in ***** If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my subscription before the 7-day trial was up and they continued to bill my debit card. The debit card I used only get $50.00 credits at a time and not consistently so don't check the statements regularly. But on 6/29/14 I checked the statement because I noticed the available amount was short. That's when I noticed the Archives.com amount subtracted on 6/25/14. I knew I canceled the subscription on the same day I initially subscribed (3/7/14) because the product sucks. I completed the cancellation online as instructed. When I checked the history of transactions back to March 2014, I noticed on March 20, April 25, and May 26 they were still deducting money from that debit card. I called the number on my debit card statement and the CSR said she can only credit the last month but not the other three months. I told her that was not right because I followed the instructions to cancel and never received anything confirming the cancellation.

Desired Settlement: I am seeking $23.85. That might not seem like a lot but every penny counts when you don't have a dime to your name.

Business Response: Initial Business Response /* (1000, 5, 2014/07/07) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com July 7, 2014 RE: ****** ************** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********* complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a company, we strive to serve our customers' best interests. Unfortunately, we have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. When signing up for a membership on Archives.com, users are required to confirm that they have viewed and accepted Archives.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew. According to our records, no cancelation was ever received indicating Ms. Gibson's desire to cancel during the free trial period. As a courtesy to you, we have issued an additional refund in the amount of ****** for the April and May billings; please note that it can take between3-5 business days for these funds to become available within Ms. Gibson's financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/07/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) First of all Archives.com do not have simple procedures to cancel your subscription. Even though I followed the steps as directed it was not simple. Too many steps to get to the cancel subscription screen after signing in. Just like they have that big banner to renew your subscription after clicking 'alerts' they should have a similar banner that says 'cancel'. I'll take what they offered because the remaining balance is not worth my energy to fight it.

7/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a free trial with Ancestry.com. After the free trial was over, they have continued to charge me even through I have not logged in since Nov. 6. I subscribed to a free trial on Ancestry.com. The trial period was from October 31 and ended on November 13. I cancelled the subscription after my daughter completed her project. When I spoke to the customer complaint, he verified that my last log in was Nov. 6. I was billed on November 14 and have continued to be billed since that time. I just so happen to look online at my most recent bank statement and noticed the charge. I could only go back 6 months. Ancestry.com verified the charges were for the last 8 months. They were willing to give me back the most recent charge but not the previous. In order to get the refund back for the previous 7 months, they stated that I had to go to the bank and have them verify that it was a case of identify theft. The thief is Ancestry.com and I would like my money returned to my bank account.

Desired Settlement: I want the $139.93 owed to me for the months of November and December 2013 and the months of January through May of 2014. Once I have been refunded my money, they can close the case and will not hear from me ever again.

Business Response: Initial Business Response /* (1000, 5, 2014/06/30) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com June 30, 2014 RE: ******** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received indicating Ms. *****'s desire to cancel. At this time the account has been canceled as of June 9, 2014, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund in the amount of ****** for the billings that occurred from December 2013 to April 2014. The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method Ms. ***** used for this membership, it may take up to 3-5 days for this credit to post to her account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ***** will have no future billing from Ancestry.com. Because we want Ms. ***** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept the response and the refund of ****** that was offered as a good faith gesture by Ancestry.com. In fact it has already been credited back to my account. While it is not the complete amount owed, I am happy that this is fairly resolved and I just want this issue to go away. Thank you.

6/25/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 30 Day Trial, Zero balance, but billed I did the 30 day free trial. I did not want to continue. I sent and email to that effect. I called Ancestry.com and they showed a zero balance. Now, I receive a bill from a collection agency?

Desired Settlement: The $34.99 removed via Paypal and out of collection.

Business Response: Initial Business Response /* (1000, 5, 2014/06/13) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com June 13, 2014 RE: **** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Ms. ***** activated a 14 day free trial membership on March 16, 2014. Her trial membership ran from March 16, 2014 to the auto- renewal date of March 30, 2014 as all of our subscriptions are set to automatically renew. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ****** indicating her desire to cancel. At this time the account has been canceled as of June 13, 2014, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a refund to Ms. ****** in the amount of ****** for the April 30th billing. The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method she used for this membership, please note that it may take up to 7-10 days for this credit to post to her account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ****** will have no future billing from Ancestry.com. Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

6/24/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com deducted $99.00 without authorization from my credit card after notice of cancellation of membership. Thank you. I notified ancestry.com a couple months ago to cancel membership on the next renewal date. They did not. On May 21, 2014, they deducted another $99 fee from credit card. I received card statement ~June 12, 2014, noticd another unauthorized fee and immediately contacted them for reimbursement.

Desired Settlement: Refund of $99 membership fee deducted from my credit card 05-21-2014.

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com June 20, 2014 RE: **** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. As a courtesy to Ms. ******, we have issued a refund in the amount of ******* please note that it can take between 3-5 business days for these funds to become available within her financial institution. The confirmation number for this transaction is: XXXXXXXXX. With this cancellation, Ms. ******'s access to the paid online databases have been canceled effective immediately will have no further billing from Ancestry.com. Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I feel it is fair and very generous of ancestry.com to resolve this matter quickly. I have had a good experience in using their website for research for a couple of years and, should my health improve, would like to continue to contribute to history.

6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I want to withdraw my name, info and cancel the "guest membership". The company website and telephone customer service does not allow this. On June07, 2014 I went online to view the services that Ancestry.com offers and to get information about their services. The website requires that you sign in and/or create an account name to do so. The website promises the ability to cancel the free guest membership online or by phone. It provides detailed instructions for cancellation that includes an option for cancellation that a customer can supposedly access by clicking on a cancellation button that does not exist. I made two efforts to cancel my guest membership within minutes of signing on with the company's telephone customer service reps and they informed that they cannot cancel the guest membership or delete the account name, or my email and other info from their records or the website. I made it clear that I wanted to eliminate my info and any "account" with Ancestry.com as I do not trust their assurances that there are no obligations despite my decision not to use their service and to decline even learning more about the company. Indeed, it was only after contacting the company customer service reps that I received a written statement in which the company notes that they "do not currently cancel registered guest accounts". That policy should be transparent and disclosed on the home page of the website and certainly before asking an individual to to create an account just to get information. It should be noted that the "terms and conditions' presented at the time of signing into the website clearly asserts that a person can cancel at anytime during the trial period by calling Ancestry or by through the "Account" page on the website. Apparently neither option allows such cancellation of a "guest account".

Desired Settlement: I wish my guest account to be closed with all information including my name, email and other information to be removed from the website and company files. I also wish for it to be understood that I attempted to terminate all dealing with the website, that I did not utilize any of the services, materials or resources that the website or company supposedly makes available and expect that I will accordingly receive assurances that I will not be charged any fees or be made subject to any obligations or additional sale or service contact from Ancestry.

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com June 20, 2014 RE: ***** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *****' complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ***** has experienced in this situation. As a courtesy to Mr. *****, we have removed the following account from all Ancestry.com contact lists: *******@gmail.com ********** Please allow 7-10 business days for all emails to cease concerning these accounts. Now queued for deletion, your name, email address, residential address, family tree information, and any DNA results on our site will be removed from our system. We appreciated the opportunity to assist in your discovery. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am pleased to know that the account has or will be deleted. As noted in my desired resolution statement I do also trust that Ancestry.com does acknowledges that I did not utilize any of the services, materials or resources that the website or company makes available and that I will not be charged any fees or be made subject to any obligations or additional sale or service contact from Ancestry. In good faith I accept the response but wish to reserve the right to reopen my complaint in the event that I am charged any fee or charges as I have NOT utilized the services or resources associated with Ancestry. Respectfully Yours, ****

6/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com shutting down old DNA website and will not move our DNA test to their new website and require to purchase new DNA Test from them. June 5, 2014 I received an email from Ancestry.com saying "We are retiring Y-DNA & mtDNA" Y-DNA and mtDNA tests and results will no longer be available. They will shut down their old DNA website Sept 5,2014. They have a new website http://dna.ancestry.com/ and they require to purchase a new DNA test for $99. I called customer support 6/5/2014 at 8pm. They will not honor our test and will not grandfather us in to new website. The customer support recommends downloading the test in a cvs file and go to another website. I paid $149 for these test to be able to use their website to help research my family. They can import the test in to new website if choose to. The customer support did not provide me what they will do with the other DNA test they have. I think it is really unfair to pay so much money for the test and not able to use it because they have redone their website and want more money to take another test because their procedure is different how they get the DNA. ITS the same DNA! The customer support says it will show your ethnicity. The other test also did this. I feel that it is just an excuse to charge more money and not to use old DNA test.

Desired Settlement: I would either like a refund of the cost for the two DNA test I purchase $149 or the cost to have two new test of $99 each. I have been a long and loyal customer and have paid for several 6 month service to Ancestry.com website

Business Response: Initial Business Response /* (1000, 5, 2014/06/20) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com June 20, 2014 RE: ****** **** - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. **** has experienced in this situation. Over the years we have built up a variety of products that enable our users to discover, preserve and share their family history. We recognize that there are a lot of ways that we, as a company, can make family history easier, more accessible and more fun for people all over the world. In order to do this, we need to focus on our core offerings to ensure we're delivering the best service and best product experience to our customers. To that end, we've decided to invest more aggressively in our core Ancestry.com business and plan to retire the Y-DNA and mtDNA tests on September 5, 2014. Because we are committed to providing superior customer service and can understand the frustration this may have caused, we would like to provide Mr. **** with two of our new AncestryDNA test kits. If we can have Mr. ****, contact our offices by emailing *****************@ancestry.com with the street address of where he would like to have his two AncestryDNA kits sent to, we will then process his order. If you or Mr. **** has any further questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by emailing *****************@ancestry.com. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/06/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for understanding. I have emailed my address to you. Now I will wait to receive the two DNA kits.

6/20/2014 Problems with Product/Service
6/12/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com falsely claims that unsubscribing in order to stop their spam emails will become effective after 7-10 days. I have unsuccessfully tried to unsubscribe from their email list twice within the last month using the link provided, however, my request is being ignored and I continue to receive unwanted spam emails from them.

Desired Settlement: I request to be permanently removed from their email list. Furthermore I demand that all data collected about me is to be deleted and any account information is to be expunged.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 19, 2014 RE: ******* ***** - XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We sincerely regret any frustration that Mr. ***** has experienced in this situation. We have removed the following of your accounts from all Ancestry.com contact lists: *********@verizon.net *********** Please allow 7-10 business days for all emails to cease concerning these accounts. Now queued for deletion, your name, email address, residential address, family tree information, and any DNA results on our site will be removed from our system. We appreciated the opportunity to assist in your discovery. If Ms. Sims has any remaining questions or concerns regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (3000, 7, 2014/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a generic response, matching the automated response on their website when trying to unsubscribe. I happen to work in the IT area and I know that there is absolutely NO VALID REASON whatsoever to allow for 7 - 10 days to be removed from a mailing list. This incident remains not resolved until I have not received any emails from ancestry.com and any of their affiliates for no less than 30 consecutive days. Final Business Response /* (4000, 9, 2014/05/26) */ May 26, 2014 RE: ******* ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *****'s response to us. We can confirm that Mr. *****'s email address has been added to our "Do Not Email List". If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

6/5/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled My subscription to Archives.com in March & was charged for April and May. They would not reverse all monies, just May's. I cancelled or thought I had cancelled my subscription to Archives.com in March - even removing my credit card information, only to find out that I was charged in April and in May for continued use. I called them to complain only to be told that they were sorry and would take care of cancellation. I asked for the the return of the two months and was told that they could not do that. When I asked to speak to a supervisor, I was told that the supervisor would tell me the same thing. The representative I talked with talked with the supervisor and was told to reverse May's amount only. I never got to talk with the supervisor and decided to file this complaint. It is not fair for the business to take advantage of others this way. When someone removes their credit card information, that should indicate to the company that the subscriber wants to quit the service.

Desired Settlement: I just want my refund for the two months of service I didn't use. I unsubscribed in March, and they charged me for April and May. $7.95 each month = $15.90. I will tell others of this mess up if I am not refunded the whole two months.

Business Response: Initial Business Response /* (1000, 5, 2014/05/26) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 26, 2014 RE: ****** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *****'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ***** has experienced in this situation. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Mr. *****'s case, his trial renewed to a monthly paid membership on January 24, 2014. When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Mr. ***** was responsible to cancel by phone or online if he did not want to continue the subscription. According to our records, no phone call or online cancelation was ever received from Mr. ***** indicating his desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a full refund to Ms. *** in the amount of ****** for the past February and March payments. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. With this cancellation, Mr. *****'s access to the paid online databases will expire immediately and he will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

6/4/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Intentionally misleads users who upgrade membership by extending the duration, making it impossible to obtain refund under terms of cancellation. Ancestry.com, uses intentionally misleading language to encourage users who purchase the lowest level of membership to upgrade to a higher level with the promise of wider access to records. However, they do not disclose that in doing so that one extends their one-month membership into a two-month membership for which a refund is not possible if cancelled within the stipulated 30 day cancellation period. So based this technicality, one cannot recoup any membership fees if one cancels within 30 days or less.

Desired Settlement: I would simply like a refund of the membership fees.

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: DNA kit purchased for me by another. Sample needs resubmission. Ancestry will not send kit because I can't find her now. On 2/7/14, I asked a friend to purchase 2 DNA kits on line for me. It was for the convenience of using her credit card as I was unable to use my debit for some reason. I was in New Mexico at the time. We used the online company Ancestry.com. I paid her and received the two kits I ordered. The kits were activated by myself, registered with my information on line and sent in.I have received the results for one kit (my own) but found out from the web site that the second sample I sent (for my father) was insufficient and needs to be resubmitted. I have since returned home. I live in Virginia. I called Ancestry.com, spent 52 minutes on the phone to ask for them to send me the repeat kit to my home and not to the address in New Mexico where the original kits went. The result was them saying they can't send ME a kit since I have been unable to get in touch with the person who bought the kit for me. They say are unable to go any further because "she owns your DNA because she used her credit card". I tried to explain that they have my information, my profile, my e-mail address for notification, my address in VA, have already sent results for me to that address and would be simply following through on a notification that they made about the need for doing it again. There is no further cost involved and they would not need to use her credit card again! I do not understand how they can refuse to give me MY results. A representative told me they have received many complaints about the same thing after a lot of kits were purchased as gifts around Christmas but they have not found a way to overcome this issue. I want my results or my $108.95 I paid for the test. Additionally, you should know they send DNA results to the person who purchased the kits because they say they have to notify the credit card owner of the results EVEN THOUGH IT HAS NOTHING AT ALL TO DO WITH THEM!! So, if you bought a birthday gift for someone from Ancestry.com, you will get the results of their tests and every notification whether you want it or not because you now own that person's information.

Desired Settlement: I simply want them to send the DNA kit for the repeat analysis to me at my address and not to the other side of the country or refund the fee for the test.

Business Response: Initial Business Response /* (1000, 5, 2014/05/26) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 26, 2014 RE: ****** ******* - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. Based on the information Ms. ******* provided us, we cannot locate the account of where the DNA kits are located. If Ms. ******* would be so kind as to provide the following information: Order Number Full Name on Ancestry.com Accounts Full Address, Including Zip Code Any Email Addresses or Usernames Used We also ask that she provide us with the address she would like to have the DNA kit sent to. Once we have received this additional information from you, we will revisit her original inquiry to determine whether we may be able to address the issue(s) raised. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/05/30) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have agreed to send ME another kit within 7-10 days and I believe they will. Thank you for the assistance.

5/30/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I got AncestryDNA as a gift; it was unclear when my friend got it she neeeded to give me a code to use it and that she would have access to my results My friend purchased me Ancestry DNA as a gift for my birthday, and when I went to activiate it, the Ancestry website asked for a code. Information about this code was not in the written, step-by-step directions included with the kit. I searched online and found it to be a common issue on the Ancestry chat board. I learned that if someone buys you the product as a gift, they are supposed to give you a code to activiate it. I can understand this need on some level, as the kit was associated with my friend and not with me; however, it is not clear that this code transfer needs to happen for eitehr the buyer or the receiver of the gift. I asked her for a code, and she gave me a number code. This code did not work, so I called the help line to find out why. They told me that she gave me the wrong code, what the right code looked like (four numbers and four letters), and where to find it on the website in her account. After talking with them, I told her what to look for and where to look for the code, and she sent me the code. She actually apologized that this situation was turning out to be so complex. Anyway, I activated the test and sent it off to Ancestry. On Friday, I got an email saying that they had received my DNA test. My friend also got an email, so I emailed the customer service line about this issue. I told them my situation and that I was uncomfortable with someone else getting updates about the results, and I wanted to confirm that she would not get any more updates or have access to the results once they were ready. Today, I received an email back from them saying that because she bought the kit that she owned it and had full access to updates and the results. I've emailed them back for clarification and to see what my options are with them. In the end, I'm not sure at what point I signed my right to keep my results private, but I don't think that if you get something as a gift, and have a process to prove that you were given it as a gift, that someone else should have access to your DNA results. It should be my decision to decide who knows when I get the results and what they say. If I had known that this situation would occur, then I don't think I would have used the product. I'm also not sure that my friend would have bought me the product as a gift, as she has found the code situation frustrating. I believe that Ancestry does not do a good job at advertising this situation. Clearly people have written on their chat board about the code issue not being communicated well. I know that it wasn't in the instructions in the kit, and I think it should have been. I think there should also be some web fix that asks something like "are you buying this as a gift" and if you say yes, then you get some better details. Similarly, I think there should be a clear process during activitation that tells the user that the person who bought them kit will be able to see the results. I'm sure they are covered by some small print somewhere on this issue, and perhaps you think I am making too big of a deal on this subject. I contend that they could do a much better job with their advertising.

Desired Settlement: Personally, I would like to get a new DNA kit under my name or have the kit given to me put under my name and my results kept private. Generally, I believe that Ancestry should be made to make their web and written directions more clear. I think that any of the small text needs to be make more clear. You should clearly be told that the person giving you the gift has access to the results. You should need to check a box on that point very specifically. We have joked a lot about this kit. I even threatened my momjokinglythat I was going to have my brother take the test to compare results. I know that Ancestry doesn't give medical information, but I think that any DNA type information could be problemmatic in certain cases. I don't care if my informaiton goes into some big database, but I don't necessarily want a friend getting a copy of my information to do what she wants with it. I'm not saying I think she's going to do anything horrible, but on principle, this situation is just unbelievable to me. I just don't get it, and I would like to know where I was notified that this would happen, and I would like to see the notification made more clear.

Business Response: Initial Business Response /* (1000, 6, 2014/05/05) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 5, 2014 RE: ***** ***** - Case # XXXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. As we can understand the frustration that Mr. ***** has encountered. We would like to provide Mr. ***** with a new DNA kit under his personal account. However, we will need to cancel the other kit beforehand. If Mr. ***** can provide us with the account details of his friends account, we will be able to cancel the DNA test and then provide Mr. ***** with a new test under his personal account. If Mr. ***** would like, he is welcome to send the following information to myself at *****************@ancestry.com, and I will complete the process for his DNA kit. Mr. ***** will need to provide us with the following: Account details of friends account of where the original order of the DNA kit was placed. Mr. *****'s account details and street address of where Mr. ***** would like the DNA kit sent. We have also forwarded Mr. *****'s feedback onto our DNA department for further review and consideration. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (3000, 8, 2014/05/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, this would be a nice response but by the time this response was received, I had already gotten my results, as did my friend. Rather than giving me a new product or produce a refund, I would respectfully request that the company cleaerly outline the details of what happens when you buy the product as a gift as part of the (1) purchase process; (2) in the written instructions in the box; and (3) in the online instructions for activation. It seems poor to me that I had to email the company several times and did not resolve the issues until the BBB got invovled. The responses I got from the online support from Ancestry.com was unacceptable. Having information on an FAQ page is poor communication, and simply removing my results from some else's account seems like a simple text fix. As it is, I hope the company changes it policy and communication practice. Best, *** ***** Final Business Response /* (4000, 10, 2014/05/14) */ May 14, 2014 RE: ***** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *****'s response to us. We have carefully reviewed the request and have the following response. We appreciate Mr. *****'s feedback and suggestions concerning the DNA kit. We have forwarded his suggestions to our feedback and DNA department for further review and consideration. Again, we apologize for the frustrations that Mr. ***** encountered. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

5/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Problem with the 14 day trail and getting access into site after entering 14 day trail. I took the 14 day free trail. had to enter the credit card number to use it. It worked for a day. The next day ancestry.com wanted me to start the free trail all over. Would have to enter my credit card number and start a new trail. My understanding was could opt out before 14 days, or be charged for membership. I feel that this an attempted by Ancestry.com to get me to join twice, thus be charged twice. When looking through the site I did not find a site or option tag if you wanted to opt out. What kind of rip off is this. I really, at first wanted to enter into membership. I now may have no option to that. Because I can not get back into the site to stop the 14 day trail. Unless I start a new 14 day trail. Which then I would be charged twice for a membership. When is a law investigation agency going to look into this kind of active by these sites. The only way to stop them from gripping off costumers, is for that costumer to cut up the credit card. Then get a new card. I may have to do this now. There is no free trail membership number pass word required. A free trial password should be required. Then same pass word used after 14 day trail membership payment. Ancestry.com seemed to be a good site to discover family history. But now I have lost total trust of the site concerning this underhand billing practice. Well as far as I'm Concerned It was underhanded scam.

Desired Settlement: Ending the free trail, Due to the fact I can not access the site. Then stopping the membership payment. They have my card number. Do not want them to use it for my membership.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 19, 2014 RE: **** ***** - Case: XXXXXXXX To Whom It *** Concern, Thank you for forwarding **** *****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ***** has experienced in this situation. Our records indicate that Mr. ***** activated a 14 day free trial on *** 3, 2014. His membership has ran from May 3, 2014 to the auto-renewal date of May 17, 2014, as all of our subscriptions are set to automatically renew. Our records indicate that Mr. ***** contacted our Member Services Department on May 6, 2014 regarding his login credentials. At that time, our representative reset his password so that he would be able to access his free trial membership. Unfortunately, we are unsure why the website would not accept Mr. *****'s login information after that time. Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a refund to Mr. ***** in the amount of ****** for the billing in question. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is: XXXXXXXXX. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* ********* Executive Response Team Ancestry.com

5/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have three accounts with them, only 1 has my account information. Has been expired since Feb. Still charging me since then. I have three accounts with ancestry.com. Only one, my iTunes account with them. has my account information. iTunes shows that I cancelled that on February 27, 2014. I am still being charged for March, April, and May for 34.99 totally to 104.97 that I have not authorized. When i go to my account, there is no way I can contact someone about this. I have been charged on March 12, 2014, April 14, 2014, and May 12, 2014.

Desired Settlement: I just want them to stop charging me completely, and I want the refund for those three months that I was charged for.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 19, 2014 RE: ****** ********** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. **********'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ********** has experienced in this situation. Because we are committed to providing superior customer service, we have made an exception to our policies and we are prepared to issue a refund to Ms. ********** in the amount of ******* for the billings in question. Depending upon the payment method she used for this membership, it *** take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: XXXXXXXXX With this cancellation, Ms. **********'s access to the paid online databases will expire effective immediately and she will have no further billing from Ancestry.com. Because we want Ms. ********** to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

5/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I signed up for a trial period which they claim I could cancel at anytime. I tried to cancel and get refund of remainging months and they would not. I signed up for a trial period and thought subscription had ended. They claimed they sent an email notifying me that an additional six months would be charged to my credit card on file. They charged $103 on March 19, 2014. I noticed the charged in May, 2014 and tried to cancel and get refund of remaining months and they would not refund any of the money.

Desired Settlement: Refund for at least four months.

Business Response: Initial Business Response /* (1000, 5, 2014/05/26) */ Contact Name and Title: *******. Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 26, 2014 RE: ********* ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. As a courtesy to Ms. ******, we have issued a refund in the amount of ******** please note that it can take between 3-5 business days for these funds to become available within her financial institution. The confirmation number for this transaction is: XXXXXXXXX. Please feel free to continue to use the free services found on Ancestry.com even after your subscription has terminated. If at any time after the effective date of termination of your subscription, you find that you would like to reactivate your paid account, please follow the instructions below: 1. Log in to Ancestry.com. 2. Click on the "My Account" tab located in the upper right-hand corner of the Ancestry.com home page. 3. Select "Account Options". 4. Follow the links and instructions for reestablishing your membership. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/05/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am completely satisfied with the outcome. Ancestry.com refunded my money for future months after I cancelled my subscription; and that was all I requested. Thank you, BBB, for your assistance in getting this resolved.

5/21/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I entered all information for my family tree- submitted 1 request for a large poster - poster came with only 4 names printed!! Paid online for poster. When I complained that only 4 names were on the poster, and why didn't someone at Ancestry review or call before printing an incomplete family tree poster? Only offered me a coupon for another purchase.

Desired Settlement: Refund poster amount plus ship&handling.

Business Response: Initial Business Response /* (1000, 5, 2014/05/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 19, 2014 RE: ******* ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue Ms. ******* a refund in the amount of ******* please note that it can take between 3-5 business days for these funds to become available within her financial institution. The confirmation number for this transaction is: XXXXXXXXX. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* ********* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 8, 2014/05/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you BBB!!!

5/19/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Charged for an unused "subscription" I accepted a teaser for a 14 day free subscription on 2/9/2014, however I attempted to cancel the same day I subscribed, but I have still been charged. There has been o use on the account since that day, outside, which I called and confirmed with a representative today. I have not received any receipts of payments. I was unaware of the charges until I checked my bank account and saw a pending payment. I immediately had to go to the ancestry.com site, after having to request a new password (because I had no intention of using the account after I did not find the information I was looking for initially. So the service was essentially useless to me0 to cancel the subscription. On the cancellation statement it said that there would be no refund. Since I wanted to know more I called and waited on hold for what seemed to be an eternity and finally spoke with a rep named ******* who informed me that there are no refunds on "subscriptions". I asked her to tell me when the last time the account had any activity on it. And she told me what I already knew that there was NO activity since the date the account was activated on 2/9/2014....and today when the account was cancelled.

Desired Settlement: I would just like a refund of the charges...2 months since the service is of no use or value to me

Business Response: Initial Business Response /* (1000, 5, 2014/05/08) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 8, 2014 RE: ******* ******** - Case : XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation. Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue a refund to Ms. ******** in the amount of ****** for the two billings in question. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: XXXXXXXXX. With this cancellation, Ms. ******** access to the paid online databases will expire immediately and she will have no further billing from Ancestry.com. Because we want Ms. ******** to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

5/19/2014 Billing/Collection Issues
5/16/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On or about 2/10/14 I charged $64.78 for a product. Next morning I cancelled after being told they would refund all but $15. NO REFUND to date. On or about Feb 10, 2014, I contacted Archive.com to order a copy of my marriage certificate, so as to comply with a request for same from my health insurance company. They charged me $64.78. Upon further research, I discovered I could order same directly from the County in which we were married, for substantially less money. I emailed Archive.com to find out if they would refund my money if I cancelled my order. They responded that they would keep $15 and refund the balance ($49.78). For the 3 subsequent statements from our credit card I have looked for the refund, but to date no refund has been issued. When I googled their business name a short time ago, so I could email them again, I was rather disappointed to see page after page of COMPLAINTS against them for either unauthorized charges, or failure to issue a promised refund. Before contacting BBB, I wrote an email to send them. However, when I clicked on the "submit" button, a pop-up said, "It appears you want to cancel your membership. Is this correct?" Two buttons, a "Yes" and a "No", were on the pop-up for me to select from. First of all, I am NOT a member of anything they may offer. However, based on some of the complaints I had read, this very question figures large in their dishonest business practices. If I clicked "Yes", they would not respond to my email, but simply proceed as if I were cancelling something that doesn't exist. If I clicked "No", the complaints imply they would then START a membership for me (since I would have basically told them I DO NOT want to cancel; they would use that to justify charging me a monthly fee for a useless "membership" in... whatever). Consequently I backed out of that page, and decided to file a complaint with you instead. As I understand it, this organization is affiliated with the LDS (Mormon) Church. If true, it is people like them who give Mormons a bad name. All I want is my $49.78 returned to me. At this point, however, I will NOT provide a credit card number for them to apply that credit. They should already have my card number from the original charge, but there is no way I would trust them with that number if, in fact, they do NOT have it stored somewhere. I wish you better luck than I have had with this bunch of scam artists.

Desired Settlement: Either $49.78, which is the amount I charged minus the $15 they said they would keep, OR, $64.78, the total amount I charged originally.

Business Response: Initial Business Response /* (1000, 5, 2014/05/14) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 14, 2014 RE: *** *******- Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *******'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******* has experienced in this situation. After further research with our accounting department, we found that the refund failed to go through. Because of this error, we have forced a refund through for the full amount. Depending upon the payment method Mr. ******* used for this order, it may take up to 3-5 days for this credit to become accessible within his financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/05/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) This morning my credit card account reflected a credit from Archives.com for the full amount of my original charge. This is more than I had expected, in that they waived the $15 they would normally have retained. I am extremely satisfied with this response. I greatly appreciate the BBB's assistance in contacting this business on my behalf. I also accept Archives.com's explanation as to their earlier attempt to refund my money having failed to go through. Thank you all, at BBB and at Archives.com!

5/14/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I signed up for their 14 day free trial, but they registered me for a monthly account. Upon cancellation within two weeks, they did not refund my fee. On April 9, 2014 I signed up for the 2 week free trial of Ancestry.com. On that date I was billed $19.99 via American Express as they registered me for a month to month account instead and now refuse to refund that fee even though I cancelled within my initial two week trial. My login email is ********@gmail.com.

Desired Settlement: I would like my $19.99 refunded to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/05/05) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 5, 2014 RE: **** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. After further investigation, we found that Mr. ****** canceled his account on April 15, 2014, which was during the first 14 days of his membership. However, we also found that Mr. ****** did not activate a 14 day free trial. Our records indicate that Mr. ****** activated a monthly membership that billed him on April 9, 2014. Because we are committed to providing superior customer service, and show that Mr. ****** did make the effort in canceling the membership during the 14 days, we have issued a refund to Mr. ****** in the amount of $19.99. The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Mr. ****** will have no future billing from Ancestry.com. Because we want Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

5/14/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: The company was charging my credit card using the wrong name and billing address, then would not correct the issues. I did a trial with the company. I cancelled that trial within the alloted time. They continued to charge me, so I cancelled again, thinking it may have been my error. I let them know the issue, They then stated that the account name was not the account persons name they had on file, nor was it the proper billing address. They stated that my card number didn't match the names they had on file. I asked for the name and they refused to give it to me. I told them something was wrong that they kept charging me. i stated that I wanted a refund and to speak with their billing department and get this straightened out. They refused to patch me through but got a supervisor on the phone. He refused to offer any help or support. Even though they were using my credit card with the wrong name attached to it, they refused to give me that persons name, even after I verified that it was our card. They said they couldn't help me any further and that the account was now cancelled. I went to my bank who said they have to give me that information for fraud reasons...they still refused. I went to their Facebook Page to complain, where they then took employees of the company and started to harass me openly. THey told me to email them but I never heard back. Now, the company is harassing me on Facebook and still hasn't addressed the billing issues.

Desired Settlement: I am merely asking for them to refund what is owed. I am blocking their company from my Facebook Page, my email, and my bank.

Business Response: Initial Business Response /* (1000, 5, 2014/05/05) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 5, 2014 RE: **** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. Our records indicate that the account that was activated with Ms. *****'s billing information was canceled and issued a full refund of ****** on April 23, 2014. For Ms. *****'s convenience, we have provided the Acquirer's Reference Number's (ARN) below. These numbers are given to our company by the financial institution when they receive the funds; in this particular situation, the numbers are: XXXX XXXX XXXX XXXX XXXX XXX XXXX XXXX XXXX XXXX XXXX XXX XXXX XXXX XXXX XXXX XXXX XXX XXXX XXXX XXXX XXXX XXXX XXX If you Ms. ***** is further interested in tracking her refunds, we would suggest contacting her financial institution and referring to the numbers given. They would then be able to provide her with answers to any additional questions regarding your refund If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

5/12/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Ancestry.com auto billed my AMEX account in Feb 2013 for $149.70 in which I did not know. I received an email in Jul 2013 from Ancestry stating they were going to auto bill AMEX. I called them and cancelled on 7/22/2013 since I did not use the service since 2012. My AMEX card was fraudulently used last month and AMEX issued me a new card and told ne to audit my AMEX records and discovered the 2/23/13 Ancestry charge. I called Ancestry to find out why they charged my account and they said it was an Auto bill. I told them I did not use their service since 2012. They said Auto bill is in the terms when I originally signed up in 2012. They said they send me an email in Jan 2013 saying they were going to auto bill me. But I did not see the email. I moved from NJ to Tucson and purchased a house. It was a very busy time. They said when I called in July. they cancelled the Feb subscription. I didn't know about the Feb subscription. Therefore, my fault for not seeing the email for not checking my AMEX bills. For curiosity sake, I checked my email archives and only found the July 2013 email. They refused to refund me the $149.70. I'm very much disappointed with Ancestry.com and wonder how many other consumers are auto billed and not realizing they are paying for something they are not using. Product_Or_Service: Ancestry.com Order_Number: Auto Bill Account_Number: ******@aol.com

Desired Settlement: DesiredSettlementID: Refund Would like to have my AMEX account credited for $149.70.

Business Response: Initial Business Response /* (1000, 5, 2014/05/08) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 8, 2014 RE: ***** * ****** - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ****** has experienced in this situation. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, as well as Mr. ******'s records, no online cancelation or phone call was ever received indicating his desire to cancel before the February 23, 2013 billing. As this time, we regret to notify Mr. ****** that we are unable to issue a refund on his account as it is outside of a year. However, as we can understand the frustration this may have caused, we would like to provide Mr. ****** with six months free to our World Explorer Membership for the unused time. If he would like us to accommodate his account with the free subscription, he is welcome to respond to our response, or contact us by emailing *****************@ancestry.com with the request to activate this membership. We also would be pleased to activate the free time at any time during the 2014 year. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2014/05/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'll accept the 6 months free to the World Explorer Membership. Most likely would have cancelled the 6 month renewal back in Feb 2013 due to my move to Arizona, purchasing a home, etc. I didn't realize the account was automatically extended, therefore never using the service. Thank you very much for your help in this matter. Sincerely, **** ******

5/9/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I called to cancel my account on 4/27/14 due the the cost of the service $20 and Ancestry.com wouldn't refund my hard earned money. I called to cancel my account on 4/27/14 since the monthly fee is too expensive at $20/month. Upon canceling they told me that I had just been charged the day before (4/26/14) for the next month's bill, keeping in mind that I haven't used the product for probably about 2 weeks, they wouldn't refund my $20. I checked my credit card and the charge was STILL PENDING and was still easy to cancel (I mean 24 hours hasn't even passed yet since the charge and I haven't even logged into to account for several weeks); nonetheless, Ancestry.com still refused to refund my $20 despite my account being inactive for about 2 weeks and me calling the day after the charge to cancel the account. I see no reason why they couldn't accommodate me since I was only charged the day before I tried to cancel my account and my account has been inactive for about 2 weeks. This just shows the quality of customer care they convey, NONE! They are heartless crooks and have terrible customer service (they have terrible reviews all over the internet, simply search to check for yourself) and I will be sure to share this information with as many people/websites as possible if they choose not to refund my money.

Desired Settlement: The settlement that I am seeking is a full refund on my $19.99 that was charged to myself on 4/26/14.

Business Response: Initial Business Response /* (1000, 5, 2014/05/08) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com May 8, 2014 RE: ***** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******* has experienced in this situation. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. Per our Terms and Conditions, "Monthly subscriptions may be cancelled at any time but you will not receive a refund." Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue a refund to Mr. ******* in the amount of $19.99 for the billing in question. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is: XXXXXXXXX. With this cancellation, Mr. ******* access to the paid online databases will expire immediately and he will have no further billing from Ancestry.com. Because we want Mr. ******* to have success with his family research, he will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/05/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am very happy with the response from Ancestry.com and am glad they were able to accommodate me. Two thumbs up to Ancestry.com!

5/7/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Ancestry charged me $198.45 after I had told them not to auto renew my account. Ancestry charged me $198.45 after I had told them not to auto renew my account. They asked me for a confirmation number of the cancellation from about a year ago (I didn't have that piece of paper) and said they would be happy to cancel it for the next cycle, but not refund the money they took from me; this has been done in the past as well.

Desired Settlement: Simply refund the stolen amount.

Business Response: Initial Business Response /* (1000, 5, 2014/04/28) */ Contact Name and Title: *******. Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 28, 2014 RE: ******* ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. Unfortunately, we have customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. At this time Mr. ******'s account has been canceled as of April 21, 2014, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund in the amount of ******* for the billing in February. The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method Mr. ****** used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Mr. ****** will have no future billing from Ancestry.com. Because we want Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by responding to this email. Sincerely, ******* Executive Response Team Ancestry.com

5/7/2014 Delivery Issues | Read Complaint Details
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Complaint: Bought an DNA kit on are about March 6th 2014. Sent my sample in on March 11, 2014- report returned on 3/9/14. Can not print? No printer. March 9th/14 bought Ancestry's DNA kit for $99.00. received on March 11th. Fallowed instruction. Number to Ancestry per instruction. Report came back on April 9/14. I have downloaded and have done everything to receive the report. My PC says the report is INVALED OR MISSING. I can not print because I have no printer and even if I did I still can NOT print because of INVALED or MISSING parts. All I want is a copy for my file. I am a Senior Citizen & right now I can not afford a printer.

Desired Settlement: All I real want is a copy of my DNA. Ancestry is refusing to send me a copy.

Business Response: Initial Business Response /* (1000, 6, 2014/04/28) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 28, 2014 RE: ****** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, they are making an investment in their family, and we take this trust very seriously. We apologize for the frustrations that Ms. ******* has encountered in downloading her raw DNA data. We have tested the download process of the raw DNA data, and can confirm that our members our able to download the information. As the raw DNA data consist of 700,000 pieces of data that we use to calculate the members DNA results, the raw DNA data consists of 12,991 pages. With the large amount of information that is downloading, it can take a short amount of time to fully download the data. Unfortunately, we are unable to print Ms. *******'s raw DNA data as it is not a service we provide. We also would like to emphasize that as the data consists of 12,991 pages, we do not have the resources to print such a large amount. If Ms. *******, is continuing to have problems downloading her raw DNA, she is welcome to contact our Technical Support Department who will be able to further assist her. Our Technical Support Representatives can be reached by calling X-XXX-XXX-XXXX Monday - Sunday 8Am to 8Pm (MST). Again, we apologize for the frustrations that Ms. ******* has encountered. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

5/2/2014 Advertising/Sales Issues
5/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I paid $108.95 for an incomplete test that took 10 weeks to finish with no results. I requested refund was told $20 was charged for s/h. Refunded 49. Paid $108.95 for test. Non completion 4/1/2014 Requested refund. Informed $20.00 non refundable for s/h. Balance $89.95. $49.00 refunded to my account. Spoke to supervisor who would not refund total balance so hung up very angry. Very bad, dishonest practice for a company this large. Extremely disappointed and would never recommend them to any of my colleagues.

Desired Settlement: Would really like my full balance of $58.95 for all the time spent with trying to reason with difficult people will accept the $38.95. balance or have to seek council as this was documented in a phone call to Ancestry.com

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 22, 2014 RE: ******** ******** - Case : XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation. Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue an additional refund to Ms. ******** in the amount of ******* Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Response Team Ancestry.com

5/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Unable to download raw DNA data, and customer service was unable to fix the problem. I have been an extremely satisfied Ancestry.com customer for years. Recently I purchased the Ancestry DNA kit for $99. There are many competitors offering genetic genealogy services, however I chose Ancestry's because of the ability to download the raw DNA data file. This feature is described in the US Terms and Conditions: "The AncestryDNA Website contains graphics, information, data, user generated information, editorial and other content accessible by users as well as the ability to download your raw DNA data (the "Content")." http://dna.ancestry.com//legal/termsAndConditions Furthermore the steps to download the raw file are outlined in the FAQ section in the website. "If you'd like to download a copy of your raw DNA data, here are the steps to follow once you are on the AncestryDNA site: 1. From the AncestryDNA status page click the link 'manage test settings'. 2. On the 'manage test settings' page click the 'Get started' button on the right under 'Download your raw DNA data'. 3. Enter your password. This will trigger an email that will be sent to your email account on file, which will include a link to confirm download of the DNA data. 4. Open the email and click the 'Confirm data download' button in the email. 5. On this download page click the button "Download Raw DNA Data". 6. The file will then download to your computer." http://dna.ancestry.com//atFAQ#raw-3 Quite simply, I was unable to download the raw file. After successfully getting to step 3 on the above list, I never received an e-mail from Ancestry with "a link to confirm download of the DNA data." I therefore was unable to download the file. I tried various strategies to troubleshoot the situation, none of which worked. - I re-submitted the request multiple times throughout the day - I changed my e-mail account on file with Ancestry (to Gmail, iCloud, Yahoo, AOL, and my university server, and tried submitting requests with each - I changed my Ancestry.com password - I used different Wifi networks and cellphone internet networks to submit the request - I checked my Spam/Junk mail folder Furthermore the problem appears to be common, and is complained about in Ancestry.com's own forum. http://ancestryforums.custhelp.com/posts/af1bb649e5 http://ancestryforums.custhelp.com/posts/1a40f49ad4 I then called Ancestry to discuss this with them, and had a troubling discussion with Customer Service at 10:50 pm on April 5. After detailing all of the issues I had experienced earlier that day, the customer service representative said definitively that the problem was with my internet service or e-mail provider. She explained that Ancestry sends out the e-mail automatically, and there was "nothing" that could be done to fix the problem. Her advice was to call AOL or Gmail and understand why the e-mails were not getting through. Obviously this was unacceptable. I asked to speak to her supervisor, who was very unpleasant. First he reiterated that the problem was not on their end. He said that he was receiving the request when he submitted it with his own personal account. I explained that I tried NUMEROUS e-mails, and the problem was not unique to me (as evidenced by the forum entries). He said that there was "nothing" else that could be done. He said that the best advice was to (again) contact my e-mail providers. At this point, I asked for a refund of the product. He gave me no indication that he would expedite the situation, or help me fix the problem. Without considering my request, he said that this situation does not qualify for a refund, as the problem was not caused by them. I tried, once again, to have the problem expedited to the next service representative, or technical support agent. His refusal to do so (or provide an even partial refund) prompted me to file this complaint.

Desired Settlement: I am requesting, at minimum, an immediate technical fix to the problem on Ancestry DNA's backend server, so that I can download my raw DNA file. I also request that someone from Ancestry's upper management contact me to explain why customer service representatives explicitly say that "we are advising customers with this issue to contact their e-mail providers." Occam's razor dictates that the simpler explanation is usually correct. It is far more likely that there is a technical error is on Ancestry's end, rather than an identical glitch in the AOL, Gmail, iCloud, and Yahoo servers. If the issue is a known one, it is unacceptable to ask a customer to waste time calling around when the problem almost certainly originates from the Ancestry server. I would have appreciated someone saying "I'm not sure what the problem is, can we get your contact information and we will look into this immediately." Instead I was told to waste time contacting e-mail providers? That was unacceptable. Finally, if Ancestry is unable to provide me with the raw file, I am requesting a full refund. This service is clearly part of the package. If they cannot fix the problem, then I would like my money back. Thanks.

Business Response: Initial Business Response /* (1000, 5, 2014/04/22) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 22, 2014 RE: ******* ******* - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret the frustration that Mr. ******* has experienced in this situation. Our records indicate that Mr. ******* had accidently deleted his DNA results. As we were unable to retrieve his DNA results, we have provided him with another DNA test kit at no cost. When Mr. *******'s DNA results are completed, he will have the ability to download his raw DNA data and the technical difficulties have been repaired. In regards to Mr. *******'s question regarding customers contacting their email providers regarding the download of their raw DNA data. To obtain the raw data, a confirmation email is sent to the email address that is associated with the members Ancestry.com account, which contains the download instructions. Unfortunately, we have found that some email providers have been blocking the confirmation email from being received. As the email providers were blocking the emails from coming through, we had the customer notify their email providers to accept Ancestry.com emails. We however, found that Mr. *******'s emails were being accepted by his yahoo email address. We apologize for the misinformation that was provided to him. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

4/28/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Free trial period ended, woke up before their business hours today and there was already a charge on my account. Was told no refund would be given. I signed up for an Ancestry.com free trial on March 23, 2014. I was informed that it was a 14-day free trial and I must cancel within the 14 days to avoid charges. I was organizing a conference out of state all weekend and got back late last night. I woke up for 7 AM registration this morning (I am a college student) and saw there was a $19.99 charge on my account. When I went to call Customer Service, i noticed that business hours do not begin until 9 AM. When I called promptly at 9 AM, I was told no refund would be given if I cancelled today. The 14 day free trial technically ended at midnight last night, however their customer service closes at 11 PM and I was unable to contact anyone during that window of time. I figured that if I cancelled it before business hours this morning, it would be alright. As their website says: "There's no risk. You'll only be billed if you decide to keep your membership after your free trial". I did not think I would be charged for a monthly membership unless I decided to continue - I knew I was going to cancel! Though $19.99 does not seem like much - I now do not even have enough money in my account to get to and from work this week, not to mention food, water, and other necessities.

Desired Settlement: $19.99 refund and second confirmation of cancellation

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 17, 2014 RE: ****** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. Because we are committed to providing superior customer service, we have issued a refund to Ms. ****** in the amount of $19.99 for the billing in question. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: XXXXXXXXX Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

4/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Find a Grave arbitrarily and unilaterally closed my account without notification or reason. I joined the Find a Grave web site about a year ago after my husband joined to post memorials of my family members. I started submitting family graves I found on Ancestry.com and then submitted a couple of my relatives as "Famous" memorials. I have not been active on the site for many months. A few days ago my husband informed me he had been locked out of his account, ostensibly, for making inquiries about his famous submissions and for Find a Grave converting his hundreds of famous submissions back to famous after someone on the web site arbitrarily, and without notification, converted all to non-famous with the click of a button. They certainly were not reviewed. I decided to check my membership and I have also been locked out without notification or reason. An arbitrary and capricious act, to say the least. I can only assume this was done as retaliation and punishment as part of the punishment meted out to my husband. For the few submissions I made, I received no-reply scripted e-mail messages stating " Thank you very much for submitting a memorial to find a Grave. Unfortunately, your memorial for ******** has not been approved because the bio that you submitted has too many spelling/grammatical errors and/or is not in keeping with the rules of Standard American English, which is the format of the website. If you'd like, you can edit the existing bio and resubmit it for approval. To do so, make sure you are logged in, then follow the link below. This will take you directly to the edit page for *******". I could not find a "rules of standard English." All references to such rules on the internet are a myriad of grammar books. There is nothing in their famous guidelines about these rules of English and no reference where to find them. It seems one has to be an English teacher to participate. I have never e-mailed these people. To me, it appears this action is collateral punishment because my husband had the audacity to question the folks who run the show at Find a Grave. With this kind of dictatorial management practices, it is beyond my comprehension how they stay in business. Perhaps Ancestry.com can intervene and evaluate the poor customer service practices employed by these people.

Desired Settlement: Please provide a specific and detailed reason for such action including dates. Reinstate the account.

Business Response: Initial Business Response /* (1000, 5, 2014/04/02) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 2, 2014 RE: ****** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mrs. ******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We have reinstated Mrs. ******'s free Find A Grave account with the expectation that it is not used by her husband. Our developers have informed us that Mrs. ******'s husband had posted some questionable material, in the process of closing his free account they also closed her account. We regret any frustration that Mrs. ****** has encountered with our Find A Grave web site. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (3000, 7, 2014/04/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) No expectations. Left an earlier reply. Totally unacceptable from these people. Final Business Response /* (4000, 9, 2014/04/10) */ April 10, 2014 RE: ****** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mrs. ******'s response to us. We appreciate her feedback and concerning FindAGrave.com. We have forwarded her information to our feedback and development department for further review. If you have any questions regarding this or any other matters pertaining to FindAGrave.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

4/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My bank information was used without my knowledge for membership to Archives.com. A charge of $7.69 was debited from my bank account on 04/10/2014. On April 10th a charge of $7.69 was taken from my bank account by Archives.com. I quickly contacted Archives.com by email. The. Membership has been cancelled but I can't seem to get a response to my request for a refund. The incident # XXXXXX-XXXXXX. ******** CustomerSolutions Associate. Email *******@archives.com.

Desired Settlement: A full refund of $7.69. The Amount debited from my Bank account.

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 17, 2014 RE: ******* ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation. Our records indicate that we have canceled and issued a refund to Ms. ***** in the amount of ****** for the past two billings on April 15, 2014. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

4/28/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I signed up for a 7-day free trial with archive.com. After cancelling my account the same day, I found that my account was charged after the 7-days. I signed up for a 7-day free trial at archives.com on March 23, 2014 using my debit card from PNC Bank. My account was confirmed by email and I was given an order ID XXXXXXXXX.In this email, although I hadn't noticed, archives.com also stated at the bottom of the email, that they signed me up for a 7-day free trial with another website OneGreatFamily.com. After using the site for maybe an hour,on the same day I signed up, I immediately cancelled the account to ensure that I would not be charged after the 7 days of my free trial. After cancelling I received an email from archives.com stating: "Thank you for contacting Archives about your membership. As requested your membership has been canceled effective 3/23/2014. Order id: XXXXXXXXX You will continue to have access to your account until 3/30/2014 12:00:00 AM, after which time you will forfeit all membership privileges and lose access to any information you have saved or uploaded to Archives.com. You can re-activate at any time by visiting http://www.archives.com/member/ and entering your email address and password..." The email made no mention of onegreatfamily.com. After recently checking my bank statement. I noticed that I had been charged $59.88 by onegreatfamily.com. I was startled, because I hadn't given onegreatfamily.com my banking information nor had i signed up with that website. On April 7, 2014. I contacted PNC bank to inform them that my card had an unauthorized transaction. (Referring to the transaction from onegreatfamily.com) PNC informed me that they would credit the funds to my account while they did an investigation.

Desired Settlement: I would like onegreatfamily.com to refund the 59.88 to my account. I would also like archives.com to cease from taking advantage of consumers by advertising a 7-day free trial in which they share personal banking information with other websites.

Business Response: Initial Business Response /* (1000, 5, 2014/04/17) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 17, 2014 RE: **** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ****** has experienced in this situation. Our records indicate that we have canceled and issued a refund to Mr. ****** in the amount of ****** for the past billing on April 7, 2014. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

4/21/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Found a charge for 7.95 on my bank statement with further investigation it I have been charged once a month since September. I was reviewing my bank statements and saw a charge listed as /1/2014 3:36 AM Point of Sale Authorization $7.95 ANC*ARCHIVES COM XXX-XXXXXXX UT Going back and looking at statements, this is listed on here since September of 2013. I found that my email address had been used so I did a send me my password search, I was able to log into this account. In the order history it shows that I have never used this for any services. I had to go to the help site to figure out how to cancel the subscription that I never signed up for. It doesn't show me how they were able to debit my account, whether it was through paypal, e-check, credit card. No information of mine was listed except for my email address. This is clearly a scam. If I were going to sign up for this type of website, I would definitely use it to find "family history" as this is what they claim they find. As I stated before, there is ZERO searches under my email address. We are just thankful this scam was not for more than $64.00, but something should be done regarding this website.

Desired Settlement: We would like to be refunded the full amount of 63.60 for the drafts they took out of our checking account.

Business Response: Initial Business Response /* (1000, 5, 2014/04/10) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 10, 2014 RE: ***** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********** complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. Unfortunately, we have many customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. *** signed up for a monthly membership that began with a free seven day trial on September. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. ****** case, her trial renewed to a monthly paid membership on September 09, 2013. When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. ******* was responsible to cancel online if she did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Ms. ******* indicating her desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard Ms. ********** membership and are prepared to issue a full refund in the amount of ****** for all seven billings. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. With this cancellation, Ms. ********** access to the paid online databases will expire immediately and she will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

4/17/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Deceiving 14-Day Trial Memberships I signed up for the 14 day trial on March 28th, 2014 and when I went to check my bank later in the day I noticed that there was a 29.95. I am genuinely unimpressed with this practice. It may well be a charge that is returned if I cancel before the trial ends (I do not believe this to be the case as no where did I read there would be a charge to begin with) but it is still completely unacceptable on behalf of a company. From what I've seen of other peoples comments Ancestry.Com has poor customer service and I wasn't impressed with the results of the website. I have cancelled my membership already and can provide proof.

Desired Settlement: I ask for a full refund and my problems with this company will be resolved.

Business Response: Initial Business Response /* (1000, 5, 2014/04/05) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 5, 2014 RE: ***** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a courtesy to Mr. ******, we have issued a refund in the amount of ****** CAD; please note that it can take between 3-5 business days for these funds to become available within his financial institution. The confirmation number for this transaction is: XXXXXXXXX. The access to the databases associated with this membership has been terminated effective immediately and Mr. ****** will have no future billing from Ancestry.com. Because we want Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

4/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Shady business practice. Quote from the Ancestry.com home page "Choose a membership to try. There's no riskYou'll only be billed if you DECIDE to keep your membership after your free trial." This is not true. I did not decide to keep my membership, I decidedly cancelled it, yet have been charged $34.99 that Ancestry.com refuses to refund. When I called customer service to request a refund I sat on hold for a half an hour and was told by the customer service representative that ancestry.com's 'terms and conditions' regarding free trials are very clear. I disagree. I read the terms and conditions and believed that I was still within the 30day refund period. She told me this does not apply to my membership. I asked to speak to a supervisor and was told there was't one. When I insisted, she put me on hold for another 15 minutes and came back and said that there was no one there with the power to refund me and that the supervisor was not willing to speak on the phone. I stated I was willing to wait on the phone until the supervisor was available and she again stated that her supervisor will not speak to me. This is shady business practice plain and simple. I have participated in many free trials for online services, some I chose to keep, some I did not. It is clear from the complaints on this website that ancestry.com feels that it is ok business practice to force people to pay for a service they don't want. Additionally, I was told that if I took their '3 Question survey' someone would respond to me if I left a message. I left my email address and phone number and have gotten no reply. This website is useless. During the free trial period, I found nothing on the site that was not already available information free on the internet. Ancestry.com clearly does not care about customer satisfaction one bit. They are inaccessible, vague and unwilling to compromise.

Desired Settlement: 34.99 refunded to me for services I neither wanted nor used.

Business Response: Initial Business Response /* (1000, 5, 2014/04/05) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 5, 2014 RE: **** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a courtesy to Ms. *****, we have issued a refund in the amount of ******* please note that it can take between 3-5 business days for these funds to become available within her financial institution. The confirmation number for this transaction is: XXXXXXXXX. The access to the databases associated with this membership has been terminated effective immediately and Ms. ***** will have no future billing from Ancestry.com. Because we want Ms. ***** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

4/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I forgot to enter the code *********** upon checkout. I immediately emailed support for them to either credit my account. I forgot to enter the code *********** upon checkout. I immediately emailed support for them to either credit my account or cancel the order before it shipped. It took more than 1 day to contact me, so the product shipped. I asked them to credit my account ***** said she couldn't do that, I had to enter the code when I checked out or I wouldn't receive the discount on shipping.First she said they don't have any promotions going then she said, "We do apologize, but we are unable to extend a refund for the shipping charges. The coupon needs to be applied at the time of purchase." All I wanted was a $19.90 (9.95 X 2 kits) credit, but she refuses. I was going to buy 2 more kits with the discounts, not now. Here is a quote, "At this time, we do not have any current offers of DNA tests with free shipping. Please forward coupon of offer to us so we can review it. If it is a valid offer from us we can look into it." ***** Customer Solutions Associate Ancestry.com I then stated I would like to cancel my order. She said, "Does this mean that you want to cancel this order and get the refund minus the shipping taxes and $25 for each kit or you will return the kits to the lab with your sample?" If she can refund the money, she could easily refund the $19.90 for shipping. I found a valid coupon online that expires on 3-31-14. Yes, I admit I forgot to enter the code, but how hard would it be to honor the promotion.

Desired Settlement: I want the kits, yes. But I would like my refund of $19.90 for shipping. I bought 2 kits and the shipping is $9.95 for each kit. I would like it credited to my card that they charged. I purchased the kits for $89.00 each.

Business Response: Initial Business Response /* (1000, 5, 2014/04/05) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 5, 2014 RE: ***** ******* - Case : XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. As a courtesy to Ms. *******, we have issued a refund in the amount of ****** for the shipping costs; please note that it can take between 3-5 business days for these funds to become available within her financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

4/17/2014 Problems with Product/Service
4/16/2014 Problems with Product/Service
4/16/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I was searching for an obituary and archives.com came up. They offered a 7 day free trial. I started the process, but when I realized there would be an automatic sign up after the free trial, I cancelled the process. Then, on March 24 I was charged $7.95 on my debit/credit card. I called the number that appeared on my bank statement, not even remembering what archives.com was. When I spoke with the representative, he told me what the search was and I remembered having done that, but I explained that when I saw there would be a charge, I cancelled out of the process. He told me I was signed up, that he could cancel the 'subscription', but there was nothing to do about the monthly charge, since I signed up. I explained I cancelled it, during the process, and he insisted there was a subscription and I had to pay the $7.95 that I was already charged. I was given a cancellation number - XXXXXXXXX. I expressed my unhappiness and said I would be filing a complaint with the BBB. I did a search online, and found a website where there were many postings of complaints about this company and their 'free trial' gimmick: ****************************************************************

Desired Settlement: DesiredSettlementID: Refund I would like to have my $7.95 refunded to my account. I also wanted to have this on record, in case others, who may share this experience with archives.com, file complaints.

Business Response: Initial Business Response /* (1000, 5, 2014/04/10) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 10, 2014 RE: ****** ** ********* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********* 's complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ********* has experienced in this situation. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard Ms. *********'s membership and are prepared to issue a full refund in the amount of $7.95. Depending upon the payment method used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. With this cancellation, Ms. ********* 's access to the paid online databases will expire immediately and she will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept because I asked for a refund and they have stated they would process a refund. Thank you, BBB, for the quick response in handling this matter.

4/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: DNA testing advertised as best available, after doing the test I find they have essentially no Native Am. markers to test. Advertising false. 2mos fee I purchased a DNA test on 2/2/14 for $99 based on the advertising that they have more world wide markers than any other company, unable to given Native Am tribal affiliation. I was look for general native markers only. I mailed the test on 2/9/14. On 2/28/14 I received memo it was received. I asked why so long to receive. Ans: received so many at once took time to 'check-in'. Received results late March. Results stated 0% Native - I factually know this is incorrect. I explained how I know this is inaccurate and asked if the sample could have been confused since they were overloaded and I have medical/lab experience and KNOW it can happen. I asked that they retest or refund my fee as it were inaccurate. Their response was negative, not possible. I asked again. How it was that it was 0%, not even <1% which is a category for them. They finally stated that they didn't 'have much' Native DNA to compare too but couldn't' give a tribal affiliation anyway. I stated I was not expecting tribal info but that their advertising was misleading as it did not state this was not available. They then gave some excuse about the Tribes not giving DNA...... their are several sites that offer this. Two more times I stated I felt I was due a refund as the advertising was misleading and I would have used another service had I been properly informed. The last correspondence I received 3/28/14 was "Ancestry Member Services, number XXXXXX-XXXXXX" thanking me for my inquiry and asking me to take a survey about the 'help.' Seriously??? Tonight I did a search specifically for Native American DNA /genetic testing the FIRST ad that popped up was Ancestry.com . This is fraud and false advertising. It irritated me more than anything else they have done. I cancelled my membership, by the way, they had no information I didn't already find on-line myself. I have spent $138.98 in two months and know slightly more than I knew before. The other DNA data seems somewhat accurate, however, it shows 39% western European and 29% Italy / Greece I am half Italian, this hardly seems accurate. I believe they are false advertisers and they need to refund my $138.98.

Desired Settlement: Refund of my entire fees paid to Ancestry.com for false advertising and fraud. $138.99

Business Response: Initial Business Response /* (1000, 5, 2014/04/09) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com April 9, 2014 RE: **** **** ********** ******* - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. We have performed the test and services with the most up to date accuracies and followed all guidelines to produce Ms. *******'s test. We cannot control if a customer is not pleased with their results. Per the Frequently Asked Questions on our DNA Website, the AncestryDNA test may predict if you are at least partly Native American, which includes some tribes that are indigenous to North America, including the U.S., Canada and Mexico. The results do not provide a specific tribal affiliation. We have customer from time to time, ask why their genetic ethnicity results don't seem to match what they would have expected. Why is that? Your family tree may go back hundreds of years, but there could be more to your family's story that's just out of reach of paper documents and conventional research. AncestryDNA can reach back hundreds, maybe even a thousand years, to tell you things that aren't in historical recordsthings you might have never known otherwise. Although our ethnicity algorithms and prediction models will continue to improve over time, there are a few reasons why your ethnicity may not be exactly what you expected: 1. Your genetic ethnicity may go back further than your family tree. 2. While your ancestors lived in a certain country, there may have been genetic influence from other places. 3. You don't necessarily share common DNA with all of your ancestors. In some cases, the markers in your DNA may reveal ethnicities that go back hundreds, even a thousand years. This could differ from what you have documented in your family tree. So keep in mind that there may be some ethnic differences in your more recent family history as compared to generations ago. AncestryDNA uses advanced scientific techniques to produce your results. We measure and analyze a person's entire genome at over 700,000 locations. During the testing process, each DNA sample is held to a quality standard of at least a 98% call rate. Any results that don't meet that standard may require a new DNA sample to be collected. Then we compare your DNA to one of the most comprehensive and unique collections of DNA samples from people around the world, to identify overlap. As our database of DNA samples continues to grow, you could receive updates with new information. AncestryDNA results include information about the customer's genetic ethnicity predictions and provide them with DNA matches, linking them to others who have taken the AncestryDNA test. Customers results are a great starting point for more family history research, and it can also be a way to dig even deeper into the research they've already done. If a dispute arises between you and AncestryDNA, our goal is to provide you a neutral and cost effective means of resolving the dispute quickly. Per our Terms and Conditions,"Cancellations may be made by calling AncestryDNA at X-XXX-XXX-XXXX and providing the same information that you provided when you ordered your AncestryDNA Service. If you cancel within the first 30 days of placing your order, and before you returned a DNA sample to AncestryDNA, you will receive a refund equal to the price paid for the AncestryDNA Service minus $25. If you cancel within the first 30 days of placing your order but after you have returned a DNA sample to AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA Service. AncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion". Because we are committed to providing superior customer service, we have made a large exception to our policies and we are prepared to issue a refund minus the $25.00 as stated in our Terms and Conditions. We will also issue a refund for Ms. *******'s most recent membership payment of $19.99. In total, we have issued a refund in the amount of ******* Depending upon the payment method she used, it may take up to 3-5 days for this credit to become accessible within her financial institution. The cancellation number for this is: XXXXXXXXX. If you or Ms. ******* has any further questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by emailing *****************@ancestry.com. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/04/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I appreciate the acknowledgement and certainly the refund of ****** which covers all but $25 of my expenses. I cancelled the account as soon as I posted the complaint. However, I do have two questions: 1. I am wondering if they are going to change their aggressive advertising stating they can give Native American genetic results when they clearly stated to me that they have such limited information available. 2. My DNA information has been deleted from the site. I understand the logic, but I would have liked to be able to compare those results with another independent DNA test. I planned to chose another company and rerun my results to see if they are different than those found on Ancestory.com. Thanks to everyone who participated in getting information regarding my complaint. **** **** *******

4/14/2014 Problems with Product/Service
4/10/2014 Problems with Product/Service
4/10/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: they have been takeing this amout out over a year and they did it again today. I can show you it in my bank. I want want my money back and Iwant it to in my account .I want my money back and don,t do it again.

Desired Settlement: Re fund my money and stop takeing it out of my bank every monuth.

Business Response: Initial Business Response /* (1000, 5, 2014/03/31) */ Contact Name and Title: ******* , Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 31, 2014 RE: **** ********* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *********'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ********* has experienced in this situation. Unfortunately, we have many customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ********* signed up for a monthly membership that began with a free seven day trial on February 17, 2013. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. *********'s case, her trial renewed to a monthly paid membership on February 24, 2013. When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. ********* was responsible to cancel online if she did not want to continue the subscription. According to our records, no email or online cancelation was ever received from Ms. ********* indicating her desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a refund to Ms. ********* in the amount of ****** for the past ten months. Depending upon the payment method she used for this membership, it *** take up to 3-5 days for this credit to become accessible within her financial institution. With this cancellation, Ms. *********'s access to the paid online databases will expire immediately and she will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

4/8/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: was charged for membership i didnt order. called ancestry to cancel 6 mo. sub. i did not order. could not cancel cause it was not under my name or my husbands name but was billed to me.they would not tell me who was on the order but gave me a very complicated web site to go on & instructed to change present name for mine so they could cancel. the name on acct. was ******* ** ****** who died in 1922. i did as instructed & they still refused to cancel. I did have a 6 mo. sub. that ended in Aug. 23, 2013 & did not re-up as i could gleen nothing further without hiring an expert to connect what I had. i saw no reason to go on. how this happened is beyond me. i do believe in the afterlife but this is absurd. i feel as if i am being held hostage: pay the bill or dont & my credit rating (which is excellent) will suffer because of it. i have had other situations like this which have been resolved very easily but ancestry.com is like a vulture. they are going to cling to their position even tho i had nothing to do with this problem. i would have endorsed them openly but after this, i wont. is my $149. worth more to them than a couple of new customers?

Desired Settlement: just get them to give me a credit on my Discover bill.

Business Response: Initial Business Response /* (1000, 5, 2014/03/21) */ Contact Name and Title: *******, Executive Office Response Team, Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 21, 2014 RE: ******* ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. Our records indicate that Ms. ****** contacted our Member Services Department on 3/17/2014 and was issued a refund of ******** Depending upon the payment method Ms. ****** used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

4/8/2014 Billing/Collection Issues
4/4/2014 Billing/Collection Issues
4/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Il-legitimate charges every month I wanted to try the company for our family ancestry but not for additional months like they are charging me for. First/charge was August/13-legitimate I was only signing up to try their actual free trial. I did not want continual charges as I not used it since -only wanting it for a month which was supposed to be free trial f\run

Desired Settlement: 8 months @14.95 since august, 2013

Business Response: Initial Business Response /* (1000, 5, 2014/03/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 19, 2014 RE: **** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. Our records indicate that Mr. ****** signed up for a monthly membership on September 9, 2013. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no email or phone call was ever received from Ms. ****** indicating her desire to cancel. At this time the account has been canceled as today of March 19, 2013 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund in the amount of ****** CAD for the billings dating back to November 10, 2013. The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method she used for this membership, please note that it may take up to 5-7 days for this credit to post to her account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ****** will have no future billing from Ancestry.com. Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

4/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Ancestry DNA was placed in wrong account and I cannot use it. Ancestry promised this would be resolved when my results came in and it was not. I purchased a second DNA kit for my sister on my account so that I could use this to get higher confidence matches for relatives and to confirm other relationships as advertised by Ancestry. When the kit arrived and we tried to register it I couldn't find it in my account.(Feb. 2nd) I called Customer Service and discovered that the Ancestry rep. who took my order put it an an old unused unpaid for account that I had signed up for many years ago with my email but never used and didn't even know I had. I have the same email and have an active, full family tree, and all services paid for with my DNA on it which is where my sister's DNA kit should have been placed. The representative from Ancestry promised that it would be moved to the correct account immediately when the results came in. She had me email the situation to the support department so that it was in writing and also had my sister do the same. Then when the results came in I could not see or use the results because they were not moved to my active account. Again, I was on the phone and emailing trying to get it repaired. I have called and called and called and keep getting apologies and promises but Ancestry refuses to correct their error. Yesterday when I called I asked for a supervisor but was not allowed to talk to one. I was again promised that the problem would be resolved that day and the supervisor wanted to call me when it was fixed and to apologize. I'm not sure the phone rep. even told a supervisor because I never got a call but instead got an email with wording in it indicating that if my problem wasn't resolved I needed to email them AGAIN. The person sending the email knew they didn't fix the problem but I suspect wanted for in house monitoring for it to look like it was. Last night I began searching online for company representatives that I could contact to try to get this resolved since I wasn't allowed to do that through Customer Service. Facebook Ancestry emailed back and said they would be involved and asked me AGAIN to explain my whole situation but I haven't heard anything back. No email. No Phone call. And certainly my problem is still not fixed.

Desired Settlement: I want my sister's DNA kit that I purchased to be placed in my account (which I have and have paid ALL upgrade services offered by Ancestry) and not an old inactive non-billing account. I want Ancestry to to consider compensating me in some way for the DAYS and HOURS I have spent checking, calling, emailing and complaining in an attempt to get Ancestry to correct the mistake made by their representative. I have worked on this from Feb. 2nd until today March 12th with no resolution. I also want Ancestry to assure me that they are looking into modifying how customer issues are handled and not handled.

Business Response: Initial Business Response /* (1000, 5, 2014/03/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 19, 2014 RE: ****** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. Our Executive Offices have personally been in contact with Ms. ******* regarding her concerns, and were able to resolve the situation. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

4/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Paid for OLD SEARCH option at ancestry.com and now they took it away. I WANT WHAT I PAID FOR OLD SEARCH OPTION. GRANDFATHER ME IN TIL END JULY 2014. I renewed my ancestry.com subscription for 6 months in January of 2014. THE OLD SEARCH OPTION WAS AVAILABLE AT THAT TIME. HAVE BEEN A PAID SUBSCRIBER SINCE 2001 AND HAVE RESEARCH OVER 40 YEARS. NOW THEY ONLY OFFER ME "NEW SEARCH OPTION" IT IS USELESS, A WASTE OF TIME. I CANNOT EVEN FIND THE INFORMATION THAT I HAVE. THEY TOOK "OLD SEARCH AWAY" ABOUT MARCH 7, 2014 WITH NO MESSAGE TELLING ALL OF US IT WAS NOT AVAILABLE ANYMORE AND GAVE ME THE USELESS "NEW SEARCH" OPTION. I WANT OLD SEARCH BACK SO I CAN FIND THING IN A SIMPLE FAST WAY. THEY ROLLED IT OUT ONCE BEFORE IN 2010 AND IT DID NOT WORK AND THEY GAVE US OLD SEARCH BACK. IT DOES NOT WORK EASY AND FAST IN 2014. I WOULD REQUEST THAT ANCESTRY GRANDFATHER ME IN UNTIL MY SUBSCRIPTION IS OVER IN JULY OF 2014 AND GIVE ME BACK THE "OLD SEARCH OPTION" WHICH IS WHAT I PAID FOR. AT THAT TIME I WILL NOT RENEW MY SUBSCRIPTION IF THEY DO NOT OFFER THE "OLD SEARCH OPTION. JUST WANT WHAT I PAID FOR. I HAVE CALLED, SENT IN FEEDBACK MESSAGES AND AM BLOGGING ABOUT IT WITH OTHER PEOPLE. NO ANSWERS FROM ANCESTRY.COM. I CAN'T CONTACT THEM DIRECTLY. WHEN I CALLED THE LADY ON THE PHONE COULD NOT FIND THE INFORMATION I WANTED WITHOUT SEVERAL EDITS (THAT MEANS I HAVE TO GO BACK AND CHANGE MY SEARCH SEVERAL TIMES. ALSO,SIMPLE THINGS WERE TAKEN AWAY LIKE BEING ABLE TO SORT THE CENSUS LISTS IN ORDER BY DATE. SHE JUST SAID KEEP CALLING WITH SUGGESTIONS HOW TO FIX THE NEW SEARCH OPTION. I THINK THAT IS THE JOB OF ANCESTRY, UNLESS THEY WANT TO PAY ME FOR THE WORK I AM DOING. PLEASE ADDRESS THIS FOR ALL OF US THAT FEEL WE ARE BEING CHEATED. THE PEOPLE THAT HAVE CANCELLED THERE SUBSCRIPTIONS ARE NOT GIVEN ANY MONEY BACK. ANCESTRY.COM HAS TOLD THEM YOU CAN ONLY GET A REFUND FOR 7 DAY AFTER YOU PAY. THAT DOES NOT SOUND FAIR. THEY DO NOT TELL YOU THAT WHEN YOU PAY. WANT TO GET WHAT I PAID FOR. I AM A SENIOR CITIZEN ON A FIXED INCOME AND THIS IS MY TREAT. I AM THANKING YOU IN ADVANCE FOR ADDRESSING THIS FOR ME. ****** ******* **** ****** **** *** ******** ********* XXXXX

Desired Settlement: GRANDFATHER ME IN BY GIVING ME BACK THE OLD SEARCH UNTIL MY SUBSCRIPTION IS OVER IN JULY 2014.

Business Response: Initial Business Response /* (1000, 5, 2014/03/21) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 14, 2014 RE: ****** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, you are making an investment in your family, and we take this trust very seriously. We apologize for the frustrations that Ms. ******* has encountered. Over the past year we have continued to refine our search on Ancestry.com. With the recent updates to our search tools, we have retired the 'Old Search' experience. Many of the features of the 'Old Search' have been integrated into our Primary Search Experience based on feedback from many of our members. To help assisting you with this transition, we have provided our members with resources on how to enhance their knowledge of the site and how to get better search results. The following Help Articles will assist you with this: 5569: Finding Success with Ancestry's Primary Search Experience http://help.ancestry.com/app/answers/detail/a_id/5569/kw/5569 1060: How to Search Ancestry http://help.ancestry.com/app/answers/detail/a_id/1060/kw/1060 1059: Using the Card Catalog http://help.ancestry.com/app/answers/detail/a_id/1059/kw/1059 2563: Using the Keyword Search Field http://help.ancestry.com/app/answers/detail/a_id/2563/kw/2563 We are excited at the improvements made to enhance our search to help our members Discover, Preserve and Share their Family History! We will continue to update content and provide a world class experience to our members. As the old search has been removed in its entirety, we are unable to grandfather Ms. ******* in. As an attempt to resolve this matter, we would be content in providing Ms. ******* with a partial refund of ****** for the time period she has left. If she would like us to proceed with the refund, she is welcome to respond to this complaint or contact our Member Services Department by calling X-XXX-XXX-XXXX. Again, we apologize for the frustrations that Ms. ******* has encountered with our new search functionality. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (3000, 7, 2014/03/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am trying every day to master this new search option. When something works I am happy. Then when I try it for the next search and it does not work I have a hard time remembering what I did the last time. Making notes is helping, but time consuming. Using your instruction is a problem, because I have to know what you call things and them it takes time to narrow a search down. Just takes me so long to learn new things. Wish this took place when I was *****. Would ancestry please add one month to my World explorer Membership? Which would extend it to 8-10-2014. I now understand there will be no option of the old search. Final Business Response /* (4000, 9, 2014/03/31) */ March 31, 2014 RE: ****** ******* - Case: XXXXXXXX To Whom It *** Concern, Thank you again for forwarding Ms. *******'s response to us. We have carefully reviewed the request and have the following response. As a courtesy to Ms. *******, we will make an exception to our policy and provide her with an additional month at $0.00 dollars. However, as we do not have the capability to attach the free month to Ms. *******'s account. She will be required to contact our Member Services Department towards the first part of July to attach the free time to her account. Our Member Services can be reached by calling our toll free number X-XXX-XXX-XXXX Monday - Sunday 8am to 8pm (MST). We have also placed detailed notes in Ms. *******'s account to provide her with the free month. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Final Consumer Response /* (2000, 11, 2014/04/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am accepting their proposed resolution with the understanding that I can refile the complaint, if they do not honor the resolution in July of 2014. The following information (from ancestry) should have been readily available for ancestry subscribers and not be difficult to access: ****If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX.******** The other customer service number for complaints is a joke. The above contact number is not given out by them. They just give generic answers they were trained to give. I also want to state that Ancestry was disrespectful when they gave a warning, from 2010 to March of 2014, "that they would be eliminating the old search option (after they took it away and then gave it back in 2010) and then in March of 2014 just take the old search away without sending a direct message with the **exact date this would happen**. When they took it away people thought something was wrong with the site, "which happens frequently". Ancestry, Please Treat Your Customers With More Respect In The Future. A sincere thank you to *The BBB* of Utah for this resolution. ******

4/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Faulty computer software I purchased Ancestry Family tree maker in October 2013. I was not able to install the software on my computer due to a file problem. I attempted to use the call-in assistance which didn't help at all. I knew I was buying a new computer and continued trying to install the soft ware. I did purchase a new computer with windows 8.1 touch screen. Again I attempted to install the soft ware and got a message that said the startup files were corrupt. I again called Ancestry and was again given a list of ways to install the software and after hours of work still only get a message that the startup files were corrupt. I now have over 25 hours of trying to install this software , two phone calls that took hours to wait to be answered and received nonexistanced help. I have since then tried to install on another computer getting the same Corrupt startup files message. I am at my wit's end as there is no way to connect with anyone to actually help settle this.

Desired Settlement: I want my money back or software that works.

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 14, 2014 RE: ****** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, you are making an investment in your family, and we take this trust very seriously. We apologize for the frustrations that Mr. ****** has encountered with the Family Tree Maker software. Because we are committed to providing superior customer service, we have made an exception to our policies and are prepared to issue a full refund to Mr. ****** in the amount of ****** for the billing in question. Depending upon the payment method he used for this order, it may take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is: XXXXXXXXX Again, we apologize for the frustrations that Mr. ****** has encountered with our software. If you have further questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

4/1/2014 Problems with Product/Service | Read Complaint Details
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Complaint: The new search engine at Ancestry.com has become unusable, and it is useless to me. $300.00 for 1 year of services NOT rendered. Problem start date 03/06/2014. The Old Search engine at Ancestry.com has been a valuable asset to me during my 11 years as a subscriber, "*******". They have changed the Old Search to the New Search and now I cannot find ANY records I need for my research. It is cumbersome, not intuitive, and returns THOUSANDS of records to wade through, whereas the Old Search returned valuable information and links within minutes. It is useless to me. $300.00 for PROMISED SERVICES, not being rendered.

Desired Settlement: I want the system software of the search engine replaced/repaired so that I get the promised services I am paying $300.00 a year for.

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 14, 2014 RE: ***** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ********** complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, you are making an investment in your family, and we take this trust very seriously. We apologize for the frustrations that Mr. ******* has encountered. Over the past year we have continued to refine our search on Ancestry.com. With the recent updates to our search tools, we have retired the 'Old Search' experience. Many of the features of the 'Old Search' have been integrated into our Primary Search Experience based on feedback from many of our members. To help assisting you with this transition, we have provided our members with resources on how to enhance their knowledge of the site and how to get better search results. The following Help Articles will assist you with this: 5569: Finding Success with Ancestry's Primary Search Experience http://help.ancestry.com/app/answers/detail/a_id/5569/kw/5569 1060: How to Search Ancestry http://help.ancestry.com/app/answers/detail/a_id/1060/kw/1060 1059: Using the Card Catalog http://help.ancestry.com/app/answers/detail/a_id/1059/kw/1059 2563: Using the Keyword Search Field http://help.ancestry.com/app/answers/detail/a_id/2563/kw/2563 We are excited at the improvements made to enhance our search to help our members Discover, Preserve and Share their Family History! We will continue to update content and provide a world class experience to our members. As an attempt to resolve this matter, we would be content in providing Mr. ******* a full refund. If Mr. ******* would like us to proceed with the refund, he is welcome to respond to this complaint or contact our Member Services Department by calling X-XXX-XXX-XXXX. Again, we apologize for the frustrations that Mr. ******* has encountered with our new search functionality. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* ********* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

3/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: DNA results still have not come back after the 6-8wk promised window. Attempted resolution with no avail. The ancestry DNA kit was purchased and sent in around 12-3-2013. After the 6-8wk promised result window, I attempted to contact the company on 3 seperate occassions. During each call, I was promised to hear back from someone within X-amount of business days after filing the complaint. I just now called the company back to have the respresentative tell me "sorry, the ball was dropped and I need to gain more info...I'll also need to ship a new kit out." Not only have I waited 13+ weeks for my results but now I am being told I will have to wait for a new kit, send it back and wait another 6-8wks IF they even get it done right this second time. The only incentive offered for my time and headache was a 30 free trial to ancestry.com records. This serves no help nor purpose in my life as my only concern is finding out what DNA heritage I carry within my blood. I requested this second kit be expedite but the rep stated that was impossible and then gave me a generic apology. This is not only ridiculous but unprofessional, as well as false advertisement. Had I known this process would be equivalent to that of brain surgery, I'd have gone through a different company.

Desired Settlement: I would like either a refund or the option of expedited shipping for quicker results.

Business Response: Initial Business Response /* (1000, 5, 2014/03/12) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 12, 2014 RE: ********* **** - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. **** has experienced in this situation. Based on the information Ms. **** provided, we cannot locate the actual order of the DNA test in our system. We have located the Ancestry.com account of where the DNA test is being processed, but cannot locate the actual order. If Ms. **** would be so kind as to provide the following information: Order Number or of the DNA Test Full Name on Ancestry.com Accounts Full Address, Including Zip Code Any Email Addresses or Usernames Used Once we have received this additional information, we will be able to further assist her with her original inquiry. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

3/24/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am unable to access my ******-****** family tree eventhough I have paid. Unable to access my tree for updating.

Desired Settlement: A refund for every day that the program is not accessible.

Business Response: Initial Business Response /* (1000, 5, 2014/03/06) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 6, 2014 RE: ****** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, you are making an investment in your family, and we take this trust very seriously. We apologize for the frustrations that Mr. ****** has encountered with his family tree. As we are unsure of the exact problems Mr. ****** is encountering; we strongly recommend him contacting our Technical Support and speaking with one of our supervisors who will be able to fully assist him. If we are unable to resolve Mr. ******'s technical problem, we would be pleased to provide him with some additional free time for the time lost. Our Technical Support Representatives can be reached by calling X-XXX-XXX-XXXX Monday - Sunday 8Am to 8Pm (MST). Again, we apologize for the frustrations that Mr. ****** has encountered with his online family tree. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

3/20/2014 Delivery Issues
3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I can't find or retrieve my family tree history on the Ancestry.com website I paid for in September 2013. I can't find or retrieve my family tree history on the Ancestry.com website I paid for in September 2013. The location of the ********* Family Tree was at this link: **********************************************************. Now it is no longer there. I have been trying to access the tree for further investigation into my family since November 2013 and I keep getting the same results of technical difficulty or data has been erased. I called the company several times in regards to this situation, but with no resolution to the situation. I paid $250 dollars for the creation of the tree. I was able to view the ********* family tree in September and October of 2013. After those months it was unavailable. I feel like I may have been scammed out of my finances.

Desired Settlement: I want the technical department of Ancestry.com to go into the computer data system and find the ********* Family tree. If not, I want my money returned in full with an apology for the lack of professionalism and misplacement of my family history.

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 27, 2014 RE: ******** **************** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation. After further investigation, we found the ********* Family Tree was contained on another members account and that most likely Ms. ******** was invited to the tree as an editor. Unfortunately, we show the owner of the ********* Family Tree deleted the tree in December. If Ms. ******** should have further question regarding the tree, she will need to contact the original owner. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Response Team Ancestry.com

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 181 day subscription to World Explorer Membership (cost $149.70 0.82707 per day); cancelled on 65th day; desire refund for 116 unused days ($95.94). Problem Date: 8 Mar 2014 Purchase Date: 2 Jan 2014 Payment Amount: $149.70 6 Month (181 day) subscription (24.954 per month or ~0.82707 per day)World Explorer Membership under user ID of ********* Payment Method: Visa Credit Card Cancellation Date: 8 Mar 2014 Cancellation Confirmation # XXXXXXXXX I understand that their policy is no refunds unless you cancel within 6 days of subscribing HOWEVER it was not until 8 Mar 2014 that Ancestry.com made HUGE programming changes that caused their site to no longer function as it did when I subscribed. What I purchased on 2 Jan 2014 was a site that worked; what I have now as of 8 Mar 2014 is a site that DOES NOT FUNCTION as it did on the date that I purchased my subscription. It is for this reason that I feel that Ancestry.com ought to either GIVE me what I paid for OR in the absence of being able to do that REFUND me for balance of the days remaining on my subscription.

Desired Settlement: In view of the fact that the subscription I purchased is no longer available to me (midway through the subscription) due to technical programming difficulties that the site is experiencing, I am asking that Ancestry.com suspend it's normal refund policy (of cancellation within 6 days) to REFUND me the BALANCE of the days remaining on my subscription since I am no longer able to receive the EXACT subscription that I paid for.

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 14, 2014 RE: ***** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, you are making an investment in your family, and we take this trust very seriously. We apologize for the frustrations that Ms. ****** has encountered. Over the past year we have continued to refine our search on Ancestry.com. With the recent updates to our search tools, we have retired the 'Old Search' experience. Many of the features of the 'Old Search' have been integrated into our Primary Search Experience based on feedback from many of our members. To help assisting you with this transition, we have provided our members with resources on how to enhance their knowledge of the site and how to get better search results. The following Help Articles will assist you with this: 5569: Finding Success with Ancestry's Primary Search Experience http://help.ancestry.com/app/answers/detail/a_id/5569/kw/5569 1060: How to Search Ancestry http://help.ancestry.com/app/answers/detail/a_id/1060/kw/1060 1059: Using the Card Catalog http://help.ancestry.com/app/answers/detail/a_id/1059/kw/1059 2563: Using the Keyword Search Field http://help.ancestry.com/app/answers/detail/a_id/2563/kw/2563 We are excited at the improvements made to enhance our search to help our members Discover, Preserve and Share their Family History! We will continue to update content and provide a world class experience to our members. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a full refund to Ms. ****** in the amount of ******* The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ****** will have no future billing from Ancestry.com. Because we want Ms. ****** to have success with his family research, she will have continued access to the free resources on our site as a registered guest. Again, we apologize for the frustrations that Ms. ****** has encountered with our new search functionality. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* ********* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2014/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refused refund for service not received. I purchased 2 DNA kits for 200.00 and 1 kit they did not test. I can not have the other person retested and I requested a refund for that kit of 100.00. They will not give a refund and I am out the money for the service I did not receive. I feel they should credit me if they could not provide the promised service.

Desired Settlement: I would like to receive a refund of 100.00 for the kit that was not tested.

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 14, 2014 RE: ********** ********* - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *********'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret the frustration that Ms. ********* has experienced in this situation. Our records indicate that a full refund of ****** has been issued back to Ms. *********'s account ending in **** on March 6, 2014. Please note that it can take between 3-5 business days for these funds to become available within her financial institution. For Ms. *********'s convenience, we have provided an Acquirer's Reference Number (ARN) below. This number is given to our company by the financial institution when they receive the refunded amount; in Ms. ********* s particular situation, the number is: XXXX XXXX XXXX XXXX XXXX XXX. If Ms. *********'s is further interested in tracking the refund, we would suggest contacting her financial institution and referring to the number given. They would then be able to provide her with answers to any additional questions regarding the refund. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/17/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After no involvement with Ancestry.com for some time, I received a billing on my MasterCard for a 6-month subscription. The next day after receiving my MasterCard statement, I contacted Ancestry.com to question the billing, and was told that they would cancel my subscription but would not refund the charge because it was outside of their 7-day refund policy. When I questioned why I was held to a 7-day required response time when I had just gotten notice of the charge, I was told that their policy was firm and that they would not be refunding the charge. I consider this fraud, as the company is well aware that the charge will be made to a customer without their knowledge until it is past the 7-day limitation. This is not a trustworthy company. Product_Or_Service: online subscription

Desired Settlement: DesiredSettlementID: Refund Full refund of $103.95

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 14, 2014 RE: **** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ***** has experienced in this situation. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. At this time the account has been canceled as of March 14, 2014, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund in the amount of ******* for the past two billings. The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method Mr. ***** used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Mr. ***** will have no future billing from Ancestry.com. Because we want him to have success with his family research, he will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) My complaint was taken seriously and the company responded very favorably.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: More often than not the site is unavailable due to website "crashing" or technical difficulties. My personal records all "disappear" far too often I am a World Member of Ancestry.com and have been using the site since 2000. Since about June of 2013 the site has been down more than up. Quite often upon attempting to access my trees I am told to "try back later" or that content is unavailable. This content includes my own PERSONAL records s well as info that I have previously paid for. Unfortunate for e my subscription renewed automatically in August 2013. I immediately contacted Ancestry.com because of their lack of being "live" and was told I could cancel but would not be reimbursed for anything. I was told I would have access to all records until August 2014. Well yet again today I have had to call them and tell them my trees disappeared, my shoebox is empty, I am unable to add any info or view any records. ALL things I HAVE PAID FOR!!!!! It scares me that even all of the personal photos and info that I ADDED are also vanished. All ANcestry.com does is apologize. Those apologies are empty and mean nothing when time and again the same issue occurs.

Desired Settlement: I would like compensation for the time the site has been offline. I paid for a 12 month membership. Adding up the hours that the site has had issues and been unavailable will add up to a significant amount of time that I paid for and had been unable to use. I would like to be reimbursed for that time.

Business Response: Initial Business Response /* (1000, 5, 2014/03/14) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 14, 2014 RE: ***** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you again for forwarding Ms. *******'s response to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We realize that when a customer makes a purchase directly through us, you are making an investment in your family, and we take this trust very seriously. We apologize for the frustrations that Ms. ******* has encountered with the Ancestry.com. We seek to always keep the website functioning properly for our users. To this end, we perform regular site updates, maintenance, and upgrades to ensure the site works as efficiently as possible, without interruption. As with any other computer or internet companies, we cannot guarantee that there will not be occasional technical difficulties. We have submitted Ms. ******* feedback and the information she has reported to our developers. We will continue to address these issues as promptly as we are able to. As we can understand Ms. *******'s frustration, and as attempt to resolve this matter, we have provided her with a partial refund of ******** Her membership will continue to be active until her original cancelation date of August 20, 2014. Again, we apologize for the frustrations that Ms. ******* has encountered with our site. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2014/03/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for taking my complaint seriously. If in the future Ancetry.com can get their act together I will attempt to become a customer again. As I have stated in my complaint I have been a user for over 13 years. It is only within the last 8 months that I have habitually encountered problems. It is a shame because as a Family History Consultant I would love to recommend everyone use Ancestry but the problems have increased ten-fold recently and I cannot in good faith advise others to waste their time and money at this time. In defense of Ancestry there ARE times that we users are advised the website will be down for maintenance. And that is expected with any technical site, it is however the UNPLANNED outages such as all of my own private information disappearing or being unable to access hints or trees that causes the greatest distress. I use Ancestry.com on an almost daily basis and lose too much precious time when the site crashes while I am using it. Apologies were just not enough anymore. When yu have to apologize on a daily basis both publicly and privately it loses it's sincerity.

3/17/2014 Problems with Product/Service
3/17/2014 Billing/Collection Issues
3/13/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Failure to provide results for DNA kit submitted. Requested refund on one kit and actual kit that was sent in was deleted instead. I purchased two DNA kits on 11/24/13 expecting results in the 6-8 week time frame that is promised on Ancestry.com web site. I activated one kit on 11/29/13 and returned it to Ancestry. The second kit I decided to wait to see how the first kit was processed. On 12/15/13 I decided to activate the second kit and send it in despite not having my results but never mailed it in. I waited for the results hoping to have it back in time for Christmas. No status change on Ancestry.com. On 1/16/13 the status changed to Lab Processing. I called Ancestry.com to find out why it had taken so long since I mailed it in on 12/2/13 for it to reach this step. I was told that it had to be the Postal system. I was willing to wait a little longer since it had already taken so long. I called and was told that it takes 6-8 weeks after it reaches the lab to obtain results. It had already been 6 weeks since I mailed it in. I thought this was ridiculous and not what the advertisement said. I felt that it was false advertisement. I requested a refund on the second kit since I had not actually used it and mailed it in yet. I paid $99 for the kit and was refunded $74. I felt that this was a valuable lesson learned. I check Ancestry.com several times each day looking for results. On 2/7/14 I logged in and my results were on Ancestry. I was able to see them but not study the results since I had to go to work. I came home that afternoon to review the results and found that they had been deleted. The DNA kit that was refunded was still on my account but my DNA kit that I had just saw the results earlier that morning had been deleted. I called Ancestry on 2/7/14 and was told that a ticket had been open and they would work on it to restore the correct kit and delete the returned kit. I have called once a week since then and still no further along in the process. I called tonight 2/21/14 and was told that I had to be patient she also said that if they could not restore the deleted information that I would have to start the whole process over again. This is an unacceptable response to my situation. I feel that I have been nothing but patient with this situation. I am now in the 12th week for something that I was told would only take 6-8 weeks and feel that I am no further along than I was a month ago. I am ready to find another provider and start my process over again. On 2/16/14, I was contacted by a member on Ancestry saying that she was notified that we were a DNA match. This befuddles me. How can someone else know my results but I can not see them? She inserted a link in her email for me to see how we are related but of course I received an error. I paid for this service and feel that I have gotten the run-around.

Desired Settlement: I want my results NOW not in 10 days or another 6-8 weeks. If I can not get my results NOW I want a full refund of the purchase price. $99.00 I know that this is not their policy but it is also their policy to provide a service in the amount of time that they have allocated in their advertisement (6-8 weeks). I paid for a service that I have not received in THEIR time frame.

Business Response: Initial Business Response /* (1000, 5, 2014/03/06) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com March 6, 2014 RE: **** ******* - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely apologize for the frustration that Ms. ******* has experienced in this situation. Unfortunately, our DNA department has notified us that we are unable to retrieve Ms. *******'s results. As we are committed to providing superior customer service we are prepared to follow Ms. *******'s desired resolution. At Ms. *******'s request, we have issued a full refund of both DNA kits. She will receive a full refund of ****** and an additional refund in the amount of ****** for the portion of the other DNA kit. Please note that it can take between 3-5 business days for these funds to become available within her financial institution. Again, apologize for the frustration that Ms. ******* has experienced. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2014/03/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/11/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: From August 2013 to January 2014, archives.com has billed me $7.95 per month for a service that I did not sign up for. When reviewing my spending over the year for income tax purposes, I discovered that I was being billed and electronically drafted in the amount on $7.95 per month through my paypal acount. I contacted the company and requested a full refund ($47.70) and immediate cancellation of the acount. Archives.com sent the following response, "Hello ***** Thank you for contacting Archives.com in regard to refunding your account. We sincerely apologize for your frustration and understand your concerns. Unfortunately, we are do not refund monthly memberships. We made an exception for refunding the latest charge but per our refund policy, there are no refunds for monthly memberships. If you need additional assistance, please feel free to reply to this message or call us at X-XXX-XXX-XXXX between the hours of 9 AM to 11 PM Eastern, seven days a week. Sincerely, ****** Customer Solutions Associate Archives.com" I received this message after two previous attempts to rectify the matter.

Desired Settlement: Since, archives.com has agreed to refund most recent debit ($7.95) and to cancel my "membership", I am asking the the remaining three months of charges be refunded totaling to $39.75. I did not sign up for the service and did not use the service. Why should I pay for it?

Business Response: Initial Business Response /* (1000, 5, 2014/02/13) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 13, 2014 RE: ******* ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. At Archvies.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We sincerely regret any frustration that Ms. ****** has experienced in this situation. We have carefully reviewed her account information and respond to the inquiry as follows: When signing up for a membership on Archives.com, users are required to confirm that they have viewed and accepted Archives.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ****** indicating her desire to cancel. Presently Ms. ******'s subscription has been canceled and issued a refund for the most recent charge. However, because we are committed to providing superior service, we are prepared to provide an additional refund to Ms. ****** in the amount of ***** for the 12/27/2013 charge. In regards to the charges that occurred before 12/27/2013, we unfortunately are unable to issue a refund as PayPal will not accept refunds of transactions that occurred over 60 days ago with Archives.com. However, as we can understand the frustration this may have caused, we would like to provide Ms. ****** with four months free to Archives.com for the unused time. Or, if she would rather have access to Ancestry.com, we can provide her with a free quarterly World Deluxe membership that has a value of ******** If Ms. ****** would like us to accommodate her with one of the above options, she is welcome to respond to this complaint or email us at *****************@ancestry.com with the request to activate the membership. We also would be pleased to activate the free time at any time during the 2014 year. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (3000, 7, 2014/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am just requesting a refund since I never used nor signed up for the service. If I were interested in the service, I would definitely take advantage of the offer. I am not asking to be refunded for a product that I used, but rather a service that has not been used that I feel that I was fraudulently charged for. I have no record of signing up for or confirming the account. If the company does not want to refund me, I can pursue a fraud claim through my bank or paypal. Giving me access to a service that I never signed up for does not seem like a fair solution. I ask that the company relook their proposed solution and reconsider a full refund. Thanks. Final Business Response /* (4000, 9, 2014/02/18) */ February 18, 2014 RE: ******* ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s response to us. At Archvies.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We again regret any frustration that Ms. ****** has experienced in this situation. We would be pleased to refund the charges for the unused time; however, as previously stated; PayPal will not accept refunds of transactions that occurred over 60 days ago with Archives.com. Again, as we can understand the frustration this may have caused, we would still like to provide Ms. ****** with four months free to Archives.com for the unused time. Or, if she would rather have access to Ancestry.com, we can provide her with a free quarterly World Deluxe membership that has a value of ******** If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

3/11/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged for something that was offered free. I didn't have an option to say no when the screen flashed in less than a second so I was charged. I started a free trial with Archives.com. I searched for someone I knew a long time ago and wanted to see if he had any criminal background. I saw the section for this and it said cost $0.00 so I selected it. Before I knew what was happening a screen flashed in less than a second and I saw that there was a charge for $49.95. I wasn't given the opportunity to cancel this transaction. I called my bank immediately because the charge was pending immediately and was told that the bank couldn't help me. I also immediately sent an e-mail to Archives.com Support and got an answer that they wouldn't refund my money. I called the phone number that the bank had (XXX-XXX-XXXX) and they told me to call another number because they couldn't help me. I've called that number which is Vital Check (************) 3 times and I get the same response - ALL CIRCUITS ARE BUSY TRY YOUR CALL LATER. I live on Social Security and cannot afford the $49.95. I would have cancelled immediately if I was given the chance.

Desired Settlement: I just want my $49.95 refunded.

Business Response: Initial Business Response /* (1000, 5, 2014/02/18) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 18, 2014 RE: ******* ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. At Archvies.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We sincerely regret any frustration that Ms. ***** has experienced in this situation. As a courtesy to Ms. *****, we have issued a refund in the amount of ******* please note that it can take between 3-5 business days for these funds to become available within her financial institution. The confirmation number for this transaction is: XXXXXXXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

3/11/2014 Advertising/Sales Issues
3/6/2014 Billing/Collection Issues
3/6/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Free trial that was suppose to be canceled after 14 days and company has been charging our credit card for a year. Ancestry.com won't help. Tried a free tru

Desired Settlement: $140.00 refund taken from our account when we had no knowledge of an account with ancestry.com nor used any service from them.

Business Response: Initial Business Response /* (1000, 5, 2014/02/13) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 13, 2014 RE: ****** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Ms. ***** activated a 14 day free trial membership on January 19, 2013. Her trial membership ran from January 19, 2013 to the auto- renewal date of February 2, 2013 as all of our subscriptions are set to automatically renew. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ***** indicating her desire to cancel. At this time the account has been canceled as of February 7, 2014, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue an additional refund to Ms. ***** in the amount of ******* for the February and August 2013 charges. The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ***** will have no future billing from Ancestry.com. Because we want Ms. ***** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

3/6/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They charged us $49.99 for a six month subscription and we paid for that. Then without any notice our credit card account was charged $99.00 without any notice. We did not give ancestry.com permission to withdraw from our credit card, nor did we receive any notice that they would actual charge our account.

Desired Settlement: We are frustrated and need your help in us getting our monies back.

Business Response: Initial Business Response /* (1000, 5, 2014/02/13) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 13, 2014 RE: ***** ********** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mrs. **********'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Mrs. ********** activated a 6-month membership on June 4, 2013, which then renewed on December 4, 2013 as all of our subscriptions are set to automatically renew. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mrs. ********** indicating her desire to cancel. At this time the account has been canceled as of February 5, 2014, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a full refund to Mrs. ********** in the amount of ******* The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account. The access to the databases associated with this membership has been terminated effective immediately and Mrs. ********** will have no future billing from Ancestry.com. Because we want Mrs. ********** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

3/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: CallEd 3 Times Was On Hold forever, Was Hung Up On Twice, Defective CD That I Can Not Get Them To replace Odered Ftm 2014 In Early Dec. , Cd Was Defective, Call On 12/27 , ReplaCment Cd Was To Be Sent, Never Arrived! Callex On Jan 11, Replacement To Be Sent, Never Arrived. Called Jan 24, Was On Hold For 20 Min. Each Call, Finally Got A Human Being, But When I Begin To Complain, I Was Disconnecter TWiCE!!!

Desired Settlement: Would Like A Working CD For FTM 2014

Business Response: Initial Business Response /* (1000, 5, 2014/02/07) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 7, 2014 RE: **** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mrs. *******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We regret the frustration that Mrs. ******* has encountered with our support department and our Family Tree Maker Software. Our records indicate on January 28, 2014 we provided Mrs. ******* with a reship of the Family Tree Maker 2014. We show that it was shipped to the following address: **** ******* ** *** *** ****** ******* XXXXX If Mrs. ******* has yet to receive her order by February 10, 2014 we ask that she contact our Executive Office Department at X-XXX-XXX-XXXX Monday - Friday 8am to 5pm (MST) and we will be able to personally assist her. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

3/5/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I tried to cancel my free trial and apparently clicking on the cancel subscription button wouldn't work. When I realized two months later that it had not actually cancelled like I had thought, it would no longer let me cancel my subscription. It asked me for account verification and when I did the security code right, it wouldn't work; it kept telling me that there was an error.

Desired Settlement: All I want is for them to give me back the money that they wrongfully took from me when my subscription should have been cancelled in the first place which is two payments of 19.99.

Business Response: Initial Business Response /* (1000, 5, 2014/02/07) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 7, 2014 RE: ******* **** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ****'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a company, we strive to serve our customers' best interests. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a full refund to Ms. **** in the amount of ******* The confirmation number for this transaction is XXXXXXX. Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Ms. **** will have no future billing from Ancestry.com. Because we want Ms. **** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

3/5/2014 Problems with Product/Service
3/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Signed up for a 7-day trial, canceled same day, still received charges for the past year. They refunded the most recent but wouldn't handle the rest I signed up for their 7-day trial on 12/18/12, and canceled their service the same day. After canceling I deleted the billing information from the account and never signed into it again. I had forgotten all about it, but today I noticed that they billed my account $19.95 on 12/27/13. They also billed $19.95 on 3 other instances. I immediately went back into my archives.com account and saw that the only available history shows that I signed up for a trial account, and that there wasn't any history of the recurring payments. I also noticed that it said my account still didn't have any billing information. I canceled again through their form and then called their customer support team, explained the situation and requested a refund for the services I canceled and haven't used. The lady I spoke to said there was no record of cancellation on my account, and that she wouldn't refund anything. After talking with her she decided to refund the most recent 3-month period, but wouldn't refund the remaining $59.85. When I asked her if she could see that I didn't use their service past the first day, she said yes, but that it didn't matter if I used it - I didn't cancel my subscription. I would have sent an email requesting a cancellation, but I thought that the website cancellation form + deleting my billing information would have been enough. I just want a refund of the services that I didn't request or use. I was amazed by the amount of negative reviews saying the same exact thing about this company. They continually charge people that have canceled and refuse to refund the money. Since the "cancellation form" is on their website, there's no way for consumers to track that they requested a cancellation. Take a look - **************************************************

Desired Settlement: I was billed $19.95 four times. When I called customer service they refunded one charge. That leaves a remaining $59.85.

Business Response: Initial Business Response /* (1000, 16, 2014/02/25) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 25, 2014 RE: ******* ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ***** complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ***** has experienced in this situation. Unfortunately, we have many customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Mr. ***** signed up for a quarterly membership that began with a free seven day trial on December 18, 2012. When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Mr. ***** was responsible to cancel online if he did not want to continue the subscription. According to our records, no phone call or online cancelation was ever received from Mr. ***** indicating his desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a refund to Mr. ***** in the amount of ****** going back to the March 26, 2013 charge. In total, we have issued a refund in the amount of ****** for four of the five charges Depending upon the payment method used for this membership, it *** take up to 3-5 days for this credit to become accessible within his financial institution. With this cancellation, Mr. ***** access to the paid online databases will expire immediately and he will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (3000, 18, 2014/02/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They charged me the day after I canceled, AGAIN, and never refunded any of the price they said they would, and then they charged me THREE TIMES on 2/26/14 for the membership. I believe they're trying to punish me for filing a complaint, as being charged THREE TIMES isn't even a "forgot to unsubscribe" error. Final Consumer Response /* (2530, 21, 2014/02/28) */ NEVERMIND, my bad - they looked like charges in my account but they were refunds. Thanks

3/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ordered a certified birth certificate on January 14, 2014 and after 6 weeks have not received it. Called twice with no response to voice message. Ordered certified birth certificate on January 14, 2014 and after 6 weeks have not received any response. When I tried the web site, it was down. Called on February 6, 2014 and left a voice message asking for a status update with no return call or response. Called again on February 25, 2014 but there was no answer. The order was to completed within 4 weeks. I would like to get a full refund of $60.78 and cancel my order.

Desired Settlement: Refund of original charge since order has not been completed as requested.

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 27, 2014 RE: **** ******** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ********'s complaint to us. We have carefully reviewed the request and have the following response. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******** has experienced in this situation. Because we are committed to providing superior customer service, we have issued a full refund to Mr. ******** in the amount of ******* Depending upon the payment method he used for this purchase, it may take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is XXXXXXXXX. If you have any questions regarding this or any other matters pertaining to Archives.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/03/03) */ ******** ******* Thanks to your assistance I received a full refund from Archives.com so that the matter is fully resolved in my opinion. Case ID XXXXXXXX Your assistance in this matter is very much appreciated. **** ********

3/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Have not been able to log on to my Ancestry Account nor to open/peruse my paid for DNA test results on Ancestry.com. Also, their fix does not work. During the past month, my Ancestry.com web page has steadily gotten unstable and as of last Friday, has not been usable by me. I have corresponded with their Support via email and phone. Their excuse is that Internet Explorer 11 has been installed on my computer. Correct; however, their solution to me has not worked even after many attempted tries. I have been forced to cancel my subscription to Ancestry.com and they have promised me a full refund of $99.00, even though my one-year subscription was due to expire on May 27, 2014! I have also bought and paid for a DNA test, and that should be available to me regardless if I am a subscriber of Ancestry.com or not. Today, I have now spent a total of app. two (2) hours attempting to open my DNA results. I have gotten and keep getting the same result when and if I can open said DNA results page - nothing - except an attempt to get me to order another DNA test for the fee of $99.99! It's as if I had never had a DNA test and have never used the results; which in fact, I HAVE been using for more than one year! I have just printed the contract on Ancestry.com which states that even if one is no longer subscribed to Ancestry.com they can still see and use their paid-up DNA results. I am not the only Ancestry user who has my complaints and many others similar to the aggravating results I have had while using their 'service'?, especially since I have updated from Ancestry 2012 to Ancestry 2014. I have even received an email from Ancestry.ca stating that I am locked out of their web site. Most of my research is done in relation to my ancestors in Canada, as both of my parents were Canadian born. I had sent them an email requesting they no longer send me emails with enticing web links to other relatives who are researching 'our' ancestors in Canada. When I attempt to open these links, the Ancestry.ca page locks up. Nothing I attempt works. My subscription was, until last Friday, with Ancestry International 2014, NOT with Ancestry.ca. I HAD had a subscription with Ancestry.ca about three (3) years ago; but, did not need it any longer when I subscribed to Ancestry International. Ancestry.ca kept on sending me emails with information about cousins and ancestors in Canada, and I have gleaned much valuable information from them. However, as stated above, for the last month and especially the last two (2) weeks, something has gone very, very wrong with Ancestry.com and Ancestry.ca. I want/need to be able to open, glean, and use my own DNA results and information so valuable to me, that I paid for, and that belongs to me. Also, I want/need Ancestry.com International 2014 to get with the program and fix the glitch with Internet Explorer 11 so that their customers can once use their paid-up subscription to their overblown web site. Thank you very much.

Desired Settlement: As stated above in my complaint - continued utilization of my paid for DNA results with Ancestry. Also, that Ancestry.com 'fix' their computer 'glitch/problem' with the Internet Explorer 11 upgrade so that paid up customers to their program can still use said program without Ancestry's excuse that the problem/solution lies with Internet Explorer (MSN). Ancestry should, and must in the future, forewarn customers of said problems. Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/02/25) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 25, 2014 RE: ********* ********- Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation. We appreciate Ms. ********'s feedback and suggestions concerning Ancestry.com. Our developers our aware of the compatibility issue with Internet Explorer 11 and are working with Internet Explorer to resolve the problem. Occasionally you may find that when you try to click certain buttons on the Ancestry website, you get no response at all. This is frequently due to compatibility issues between the newest version of Internet Explorer, Internet Explorer 11, and the Ancestry website. We have placed a Help Article in our Help section to assist the customer in making the site compatible with their Internet Explorer 11. http://help.ancestry.com/app/answers/detail/a_id/5607/kw/IE%2011 We have also been able to confirm that other web browsers such as Google Chrome, Firefox, Internet Explorer versions 9 & 10, and Safari are compatible with Ancestry.com. A web browser is a program that you use to access the Internet (such as Internet Explorer or Firefox). While Ancestry.com can be accessed using any browser, our site is optimized to perform best on Google Chrome, Safari, Internet Explorer versions 9 & 10 and the current version of Firefox. We have also placed a Help Article in our Help section to assist the customer optimizing their Ancestry.com experience in using a compatible browser. http://help.ancestry.com/app/answers/detail/a_id/5251/kw/5251 In regards to our DNA database; customers will continue to have access to their DNA results regardless if they have a paid subscription to Ancestry.com. Our records indicate that Ms. ********'s DNA results are available for her to view online. If she is having trouble viewing the results, it could possibly be in direct relation to the compatible with Internet Explorer 11. We recommend for Ms. ******** to either use a different web browser, or to follow the help article in making her Internet Explorer compatible her Ancestry.com. Again, we apologize for the frustration that Ms. ******** has encountered. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (3000, 7, 2014/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response from Ancestry.com did/does not work for me. I have tried multiple times to follow and implement the instructions as suggested by them to rectify the problem(s) encountered with Internet Explorer 11 as not being compatible with Family Tree Maker International Version 14 and their/my web site on Ancestry.com. I still cannot open the DNA page; maybe that is understandable now since I have cancelled my subscription with them due to multiple frustrations over the last year and most particularly, due to even more serious problems with my ability to even sign on to my web page and DNA results, even while I still had a subscription with them and a paid up (lifetime?) access to my own personal DNA results! In reading their response to you regarding my complaint, it is apparent that they have sent a 'generic' response/solution, the same that I also have been receiving from them. I have been in the process of generating a book/charts using other book/chart programs; however, I am very frustrated with my inability to utilize the DNA results, and also, the ability to correspond with the relatives/distant cousins who share the findings of said DNA testing. It almost brings me to tears as this is something I have been researching since the year 2000, and for many years using Ancestry.com. Ever since they have upgraded to Family Tree Maker Version 14, these frustrations and errors have escalated. Their 'lame' excuse that Internet Explorer has upgraded to version 11, and therefore, Ancestry.com is not compatible with that version, is ridiculous. My subscription was due to expire on May 27, 2014; was I supposed to 'wait' for a workable solution to my problem and hope I would be able to use my paid-up subscription before May 2014 while Ancestry 'attempted' to make their program compatible with Internet Explorer 11? I think not - they are not very helpful when a customer requests an extension of their subscription due to the fact that the web site, etc. is not usable for months! Ancestry.com MUST make their program(s) usable with any new version of Internet Explorer, or any other web browser provider. FYI ... I DO use Google Chrome when working in Family Tree Maker and with Ancestry.com, and have been for many years now. Their suggestion that I should use another web provider other than Internet Explorer 11, i.e. Google or Google Chrome, is not helpful at all! Thank you very much for your prompt reply to my problem. I still look forward to a reply from Ancestry.com as to when and how I may re-subscribe to their 'service?' in order to finish my ancestry research and also, in order to continue to utilize my DNA results and correspondence with relatives.

2/28/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Very misleading on their continuation of their "subscription"charges. They charged me for 5 months of and I never used their services during the time. i asked for a onetime search for a birth record. The record was not found. I was continually billed a monthly service for 5 months. Due to my failure to adequately scrutinize my billings, I did not notice the scam until 5 months later. Ancestry.com counts on people like to not notices the charges to perpetuate their little game. I never realized that I signed up for a life-time subscription. They have no scruples or ethics. I would think the BBB should drop their standing or at least give them a very poor ranking score.

Desired Settlement: I would like my money refunded $39.75

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 27, 2014 RE: ****** * ******** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ********'s complaint to us. We have carefully reviewed the request and have the following response. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. When signing up for a membership on Archives.com, users are required to confirm that they have viewed and accepted Archives.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew. As a courtesy to Mr. ********, we have issued a refund in the amount of ******* please note that it can take between 3-5 business days for these funds to become available within his financial institution If you have any questions regarding this or any other matters pertaining to Archives.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) It is what I asked for as a settlement.

2/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Website states FTM refunds may take 10-15 days. I called at 15 days and was told it takes 30 days. I purchased Family Tree Maker software. I received the disk and it was corrupted. They sent me a new disk which compromised my computer and made it unstable (it took me 5 hours to recover from this). I returned the software on Feb 7th via certified USPS mail and it was signed for on the 10th. According to their website, returns may take 10-15 days to show on your credit card http://help.ancestry.com/app/answers/detail/a_id/471/~/ancestry%27s-return-policy-for-software-and-other-products. I called today at 15 days and was told it takes 30 days for them to process a refund. In this electronic age, 30 days for a refund is abusive. Their software products are inferior and then they refuse to do refunds in a reasonable time frame.

Desired Settlement: I just want my money. And I am going to go to every single genealogy forum that I am active in (and that is a lot) and I will make sure thousands of people know how this company does business.

Business Response: Initial Business Response /* (1000, 5, 2014/02/27) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 27, 2014 RE: ******* ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. Because we are committed to providing superior customer service, we have expedited Ms. ******'s return. She will receive a full refund in the amount of ******* Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. The cancellation number for this is XXXXXXXXX. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2014/02/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) My response above is dependent on actually receiving the refund. But the time for my expedited refund is still 21-23 days for processing, which is terrible.

2/28/2014 Billing/Collection Issues
2/26/2014 Billing/Collection Issues
2/25/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com Customer Service and Legal Dept. not adhering to their policies enforcing their terms and conditions set forth for uploading photographs. On January 6, 2013 I contacted Ancestry.com Customer Service via email after phoning their customer service telephone number and was instructed to email my complaint to *****************@ancestry.com regarding copyrighted photos belonging to me that had been uploaded onto their site without my permission. I knew nothing about Ancestry.com at this time but have since educated myself regarding their website. Since January 2013 I have sent 42 emails to Ancestry, either to *****************@ancestry.com or to *********@ancestry.com. I have phoned ********** ********, Copyright Agent for Notice at Ancestry in Provo, UT and spoke to him numberous times, plus stressed in emails to their copyright department, that my copyrighted photos must be removed immediately and permanently from their website, along with my name identifying me, a living individual and that they must notify each infringer to cease and desist any further posting of infringing materials to their servers in the future. I have emailed hundreds of documents listing the URL where each infringed photo and commnents were on their website which identifies not only my copyrighted photo but also the persons uploading these knowing full well they are not the owners of the materials nor do they have my permission to put them on Ancestry. As of July 3, 2013 (my last communication with Ancestry until now) according to ******* at *****************@ancestry.com all my photos were removed permanently from their servers, but I learned last week that some of my photos have been put back on Ancestry.com as of July 20, 2013. Ancestry.com is not adhering to and enforcing their terms and conditions for members uploading photo and comments referencing living individuals onto their site that they are not owners of such materials. The members that have uploaded my photos again, had my same photos on Ancestry last year and this has to stop once and for all. I have spent hundreds of hours trying to resolve this permanently with Ancestry. I just turned 70 years of age, am not a well person, and this has taken a toil on my well-being; my photographs are extremely personal, sentimental, and private to me and I don't want them on any website on the internet. An injustice was done to me by a relative who originally uploaded these onto Ancestry and it's become like a cancer that has spread. I will be in touch with Ancestry via email and will try to reach ********** ******** in their copyright department today that the offenders must cease and desist from ever putting my photos onto Ancestry ever again and it's Ancestry's responsibility to strongly advise their members to stop and if one more copyrighted photo of mine is put on their site, the member's tree and all contents will be removed permanently from Ancestry website. Until Ancestry enforces their terms and conditions strictly, this will continue and it must stop immediately. No one that owns copyrights to photographs should go through what I've gone through in the last year with the issue still unresolved with Ancestry.

Desired Settlement: To remove my copyrighted photographs permanently from their servers and website; to adhere to their company policies, terms and conditions to permanently remove the persons trees from their website that has revoked their rights by continually,blantly and brazenly ignored my copyrights and privacy as a living individual. I want my parents, my aunts and uncle names, or any reference to them, be removed permanently from Ancestry.com in order to stop any further postings pertaining to them in the future. This is the only solution to stop this once and for all. Ancestry has a responsibility and obligation to resolve this permanently since it involves copyrighted materials on their site without permission by me the owner. This has gone on way too long.

Business Response: Initial Business Response /* (1000, 5, 2014/01/21) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com January 21, 2014 RE: ***** ******* - XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We sincerely regret any frustration that Ms. ******* has experienced in this situation. We have been working directly with Ms. ******* regarding the photographs in question, and are currently in the removal process. We hope to have the photographs removed from Ancestry.com by the end of this week. However, if Ms. ******* continues to locate the photographs, we will continue to work with her in the removal process. If you should have any remaining questions or concerns regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (3000, 7, 2014/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) As ******* with Ancestry has stated in their response to my complaint, ******* has worked with me to remove my copyrighted photographs from their website by giving me a three month free membership to locate each photograph, copy the URL identifying the photographs in question, and pasteing the URL in an email to send them to Ancestry. This only happened after I sent a certified letter to Mr. *** ********, President & CEO of Ancestry and also speaking to Mr. ********'s secretary, *****, about my photographs on their site without my permission and that I demanded they remove my photographs. It has been over a year that I've had to deal with Ancestry concerning my photographs. The same members had my photographs on their trees when I first notified Ancestry in January 2013. Ancestry removed my photographs but the same members keep putting them back on their trees and I will not stop until Ancestry does the right thing and puts a stop to this forever. I've reiterated this to Ancestry time and time again. I've requested over and over that Ancestry notify each person infringing on my copyrighted photographs that they must cease and desist from putting my photographs onto Ancestry. It's Ancestry's responsibility to do this when Ancestry has been notified of each infringing member tree, photographs identified, and I've sworn I am owner of these photos and no one has my permission to put these photos any place on the internet or to copy my photos ever. It very obvious to me that the only action Ancestry has taken is removing my photographs each time I have to contact them that my photo are on their site again. Ancestry refuses to give me a concrete solution to stop the offending members from putting my photos on their trees ever again, which I've requested Ancestry do. Ancestry.com legal department can put a stop to this permanently; they know what they need to do to stop it forever, but to date they choose to do nothing for a permanent solution. In our country we have laws that we must abide by and if we don't abide by those laws then there are consequences. Ancestry has set terms and conditions and community guidelines for each member to adhere to; when members has been found to have breached these terms pertaining to copyrighted photographs over and over then it's Ancestry's legal obligation to put a stop to the offending members forever. I want a permanent solution and an answer from Ancestry assuring me that this matter is resolved permanently. Final Business Response /* (4000, 9, 2014/02/07) */ February 7, 2014 RE: ***** ******* - Case: XXXXXXXX To whom it may concern, We thank you for providing us with Ms. *******'s response. We have carefully reviewed the request and have the following response. Ancestry.com strives to provide excellent service to our customers. As Ms. ******* stated, we provided her with free access to the site to locate the photographs in question and to supply us with the exact location of each offending photograph. In doing so, we were able to process the removals of the offending photographs in full from Ancestry.com. When a user posts photographs or other genealogical information to their Ancestry.com personal member tree, other site users have the ability to access or download the content at their discretion. While we do not manage user submitted content, we will respond to complaints regarding postings that we deem to be illegal, obscene, defamatory, racially or ethnically abusive, or violations of copyright law. As hundreds of thousands of photographs are uploaded to personal member trees each day by our customers, we unfortunately do not have the capability to know when or if an individual has uploaded one of the offending photographs to their Ancestry.com personal member tree. As we do not have the capability to know if one of the offending photographs has been uploaded to our site, we can only suggest that Ms. ******* continue to monitor Ancestry.com and to notify us when she locates one of the offending photographs. In regards to the notifying the individuals who have uploaded the offending photographs, or terminating their accounts as Ms. ******* has wanted in the past. Per our Privacy Policy and Terms and Conditions, we will not discuss our relationships that we have with our other customers. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (4200, 11, 2014/02/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I sincerely appreciate *******, with Ancestry's Executive Response Team, working with me and removing my photographs to date (the ones I could locate). I also respect that Ancestry doesn't discuss their relationships with other customers. With this said, I expect Ancestry to respect me and my privacy as a living individual and my legal rights pertaining to my photographs and I expect other members to respect my rights; however they haven't. For this reason, that's why I've strongly suggested Ancestry notify each member that has infringed on my copyrighted photographs and posted comments pertaining to me a living individual to cease and desist from ever doing this again and warning them to continue such conduct will warrant permanent removal from Ancestry.com as a member. Ancestry has stated in their response to my complaint that they do not have the capability to know if one of the offending photographs has been uploaded to their site, they can only suggest that I continue to monitor Ancestry.com and to notify them when I locate one of the offending photographs. In order for me to do this, Ancestry needs to give me a Lifetime Free Membership in place of the free three-month membership solely for the purpose to keep on top of members that may put my photographs back on their trees because this has been ongoing over a year now by the same members. Ancestry has removed my photographs previously but the same members keep putting them back on Ancestry along with objectionable comments naming me a living individual.

2/20/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: January 2014 Ancestry had a 14day free trial offer.Cancel before the 14days end and there is no fee. I canceled on the 13th day and was charged 19.99 January 2014 Ancestry offered a 14 day free trial offer. If it was cancel within the 14 day trial there would not be any charge for the following month. I went to the website and clicked on the link stating get there 14 day trial. I signed up and gave my information. I canceled the service on the 13th day and received my conformation number. I checked my credit card statement for the following month and I was charged $19.99 for service for the month of February month. I called and talked to a lady and she told me I wasn't signed up for the free trial. And there is no way she can refund my money. I explained to her what the website side and what I signed up for. I asked her If I was being scammed. She just apologized and said she couldn't give me m y money back.

Desired Settlement: I just want the $19.99 refunded back to my credit card.

Business Response: Initial Business Response /* (1000, 5, 2014/02/18) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 18, 2014 RE: *** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a courtesy to Mr. *******, we have issued a refund in the amount of $19.99; please note that it can take between 3-5 business days for these funds to become available within his financial institution. The confirmation number for this transaction is: XXXXXXXXX. Mr. ******* is welcome to continue to use the free services found on Ancestry.com even after the subscription has terminated. If at any time after the effective date of termination of his subscription, he will find that if he would like to reactivate the paid account, he will follow the instructions below: 1. Log in to Ancestry.com. 2. Click on the "My Account" tab located in the upper right-hand corner of the Ancestry.com home page. 3. Select "Account Options". 4. Follow the links and instructions for reestablishing your membership. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2014/02/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) They are giving me what I asked for in the complaint.

2/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I cannot cancel my subscription online as I don't have any phone to call from. I cannot cancel my subscription online as I don't have any phone to call from.

Desired Settlement: just cancel my subscription

Business Response: Initial Business Response /* (1000, 5, 2014/02/04) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 4, 2014 RE: **** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a courtesy, we have canceled Mr. ******'s Ancestry.com subscription and have issued a refund in the amount of ******* Please note that it can take between 3-5 business days for these funds to become available within his financial institution. The confirmation number for this transaction is: XXXXXXX. The access to the databases associated with this membership has been terminated effective immediately and Mr. ****** will have no future billing from Ancestry.com. Because we want Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

2/20/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: There is nowhere on the site to unsubscribe. I cancelled via phone 2 months ago and they didn't process the cancellation. There is nowhere on the site to cancel subscription. The Help section gives a long description on how and where to unsubscribe online. It says to go to the "Subscription Options" area where it shows the options are "Update payment information", "Cancel Subscription" or "View standard pricing." Problem is, when I click on the "Subscription Options" on my profile, the "Cancel Subscription" option isn't there - only the other two options are. So, I called two months ago to cancel. They said I was cancelled. But I just realized I was still charged for December and January. Because of the holidays, I hadn't caught up with my checkbook balancing until today... I want to cancel my subscription. And I want my $39.98 back.

Desired Settlement: Their Help section about Canceling subscriptions should actually reflect what is ON THE SITE. The site should have a CANCEL SUBSCRIPTION option and it is unacceptable that it doesn't. I want my $39.98 back because it is their fault the Cancellation by phone was not processed.

Business Response: Initial Business Response /* (1000, 5, 2014/02/04) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com February 4, 2014 RE: ********* ******** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a company, we strive to serve our customers' best interests. We make it possible for the member to cancel by telephone or online through our website. We regret for the frustration that Ms. ******** had in canceling the membership online. We have attached a document that provides the steps in which the customer must follow to cancel their subscription. After further review, we located another account under Ms. ********'s email address. The additional account is inactive and does not contain a subscription. It is possible that Ms. ******** was logged into that account when attempting to cancel. If there is not a subscription to cancel, the website will not give the customer the option to cancel. At this time the account has been canceled as of January 23, 2014, so there will be no further renewals or charges. Because we are committed to providing superior customer service, are prepared to make an exception to our policies and issue an additional refund to Ms. ******** in the amount of ******* The confirmation number for this transaction is XXXXXXX. Depending on the payment method she used for this membership, please note that it *** take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ******** will have no future billing from Ancestry.com. Because we want Ms. ******** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

2/17/2014 Problems with Product/Service
2/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I am trying to cancel my account with Ancestry.com. I can log in, but to cancel it asks to confirm identity by re-entering the password. I do this, click on "continue" as directed, and the password disappears. I click "continue" again, and it says I'm using the incorrect password, even though I am already logged in with the password. I tried calling and was on hold for over 20 minutes with no resultsan using many, many of my cell phone units. There seems to be no way to contact them by email. Product_Or_Service: Ancestry.com

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want my account/membership with them canceled!

Business Response: Initial Business Response /* (1000, 5, 2014/01/17) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com January 17, 2014 RE: ******* ****** - Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. We have canceled Ms. ******'s Ancestry.com account effective today January 17, 2014 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to issue a refund to Ms. ****** in the amount of ****** for the past two billings. Depending upon the payment method they used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. With this cancellation, Ms. ******'s access to the paid online databases will expire immediately and she will have no further billing from Ancestry.com. Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

2/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: September 2013 looked into signing up for a trial membership with Ancestry.com..changed my mind before I clicked confirm, 79.81 debited from bankacc In September 2013 I looked into signing up for Ancestry.com, but changed my mind before I clicked CONFIRM. I left the web site and did not use it...ever. I recently received an email from Paypal telling me that a payment was pending to Ancestry.com. I called Paypal to find out why there was a payment pending and was informed that Ancestry.com had been debiting my bank account in the amount of 19.99 each month since October 2013. I am not sure how Ancestry.com was able to get Paypal to debit my bank account, because I am sure that I did not authorize a Paypal payment directly to my bank account. There was obviously a search done by Ancestry.com to retrieve my bank account information directly from Paypal and convince Paypal to utilize this information to debit my account. I now realize that even if you change your mind and do not confirm or authorize the transaction, as long as Ancestry.com has access to your paypal information, they will begin the transactions. I have not used Ancestry.com service, and I did contact them to request a refund. I was only give a partial refund with a confirmation number #XXXXXXX, for 19.99, as is customary for Ancestry.com according to the complaints against Ancestry.com, that I have read. I am requesting a full refund of the $79.81 that they have debited out of my checking account.

Desired Settlement: I am seeking a full refund of $79.81, and requesting that Ancestry.com never debit my checking account again, and that they never make charges to any of my credit cards, or accounts of any kind. now and in the future.

Business Response: Initial Business Response /* (1000, 5, 2014/01/17) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com January 17, 2014 RE: ****** ******* -Case # XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. Unfortunately, we have many customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ******* signed up for a 14 day free trial membership on 9/22/2013. Her trial membership ran from 9/22/2013 to 10/6/2013. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. *******'s case, the membership continued to renew on a monthly basis from 10/6/2013 to 1/6/2014. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Ms. ******* was responsible to cancel online, or contact us by our toll free number X-XXX-XXX-XXXX prior to the end of her trial on 10/6/2013 if she did not want to continue the subscription on a monthly basis. Currently, the account has been canceled as of 1/8/2014 so there will be no further renewals or charges. We also have indicated that a refund in the amount of ****** has been issued for the most billing. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard the membership and are prepared to issue an additional refund to Ms. ******* in the amount of ****** for the December billing. Unfortunately, as Ms. ******* began her free trial / membership through her PayPal account, we are unable to issue any further refunds as PayPal will not accept refunds of transactions that occurred over 60 days ago with Ancestry.com. However, as we can understand the frustration this may have caused, we would like to provide her with free two months to our U.S. Deluxe Membership. If Ms. Ms. ******* would like us to accommodate her account with the free subscription, she is welcome to respond to this complaint, or email us at *****************@ancestry.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

1/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On 02/26/2012 I cancelled my membership--Then on 12/11/2013 without my consent or knowledge, I was charged $99.00 for a new membership! On 02/26/2012 I cancelled my membership and received an email confirmation of that fact, which I retained. Today I receive my COSTCO American Express bill and to my surprise, there is a charge from 12/12/2013 for $99.00. I go to the www.ancestry.com site and find that they are showing a new membership for me as of 12/11/2013--that was started without my consent or knowledge. It is completely fraudulent.

Desired Settlement: I want my credit card credited for $99.00 and this "new" subscription, which I did not order, TERMINATED immediately.

Business Response: Initial Business Response /* (1000, 5, 2014/01/13) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com January 13, 2014 RE: ******** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. Being a respectable company is one of Ancestry.com's qualities that we endeavor on a daily bases. We drive to provide world class customer services. And make it a pleasant experience for all customers to join or cancel a membership with us. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Ms. ***** canceled her monthly World Deluxe membership on February 26, 2012 and was issue a full refund of ******* However, we found that Ms. ***** activated a 6-month U.S. Deluxe membership on June 11, 2012. Her membership has auto-renewed since that time as all of our subscriptions are set to automatically renew. Because of our terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ***** indicating her desire to cancel. After speaking with such customers we have been able to compromise and able to solve the situation, whether it is by issuing a full refund, a partial refund or giving free membership time. At this time the account has been canceled so there will be no further renewals or charges. We however, have been stalled in the refund process as Ms. ***** has disputed the charge which has caused a chargeback. Because she chose to initiate the chargeback process, we are obligated to follow through on that process. If Ms. *****'s financial institution determines that the funds should be returned to us, we are not in a position to dispute that decision. We recommend that Ms. ***** contact her financial infatuation to explain the factors they will be considering in making their decision. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Office Ancestry.com. 360 West 4800 North Provo, Utah 84604

1/23/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I subscribed to a free membership with Ancestry.com and they charged me for a monthly subscription instead. I have had issues with this company prior. I was a free member of Ancestry.com and was charged by the company a monthly subscription of $34.95 instead. After finding this issue, I canceled my membership on 12/22/13. There is no email address to contact the company and any prior phone conversations I have had with them have led no where. They do not give refunds and are a company that tricks members into having to pay. They falsely advertise services and continue to charge members without their knowing and no resolution comes from it.

Desired Settlement: I am seeking a refund in the amount of $419.40 for the last year they have charged my credit card each month.

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com January 7, 2014 RE: **** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. Our records indicate that Ms. ****** signed up for a monthly membership on October 31, 2012. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no email or phone call was ever received from Ms. ****** indicating her desire to cancel. At this time the account has been canceled as of December 22, 2013 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a refund to Ms. ****** in the amount of ******* for seven of the fourteen billings. The confirmation number for this transaction is XXXXXXXXX. Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to her account. As we are unable to provide an additional refund beyond the June 2, 2013 billing; we as a courtesy to Ms. ******, we would like to provide her with complimentary one-time free access to the World Deluxe membership in the duration of 6 months. If Ms. ****** would like to accept this resolution, she is welcome to reply through this complaint, or email us at *****************@ancestry.com. The access to the databases associated with this membership has been terminated effective immediately and Ms. ****** will have no future billing from Ancestry.com. Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

1/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I canceled my account the same day it was activated and was guaranteed if canceled within a 14 day window I would not be charged. I was then charged. I signed up for Ancestry.com around November 8-10 2013. I used the site for under an hour that initial day and canceled immediately at the end of my use. A 14 day free trial was offered at no cost if you canceled within the given period. I did so on the same day I signed up. I did not receive an email stating that my account had been canceled after doing so and I was under the assumption that I was well within "14 Trail Period" at this point. I noticed on December 11 while looking through my bank statement that I had been charged on November 25, 2013. I have been traveling to and from the hospital to visit my daughter and had neglected to make calling for a $20.99 refund my priority. Today, December 23, 2013 I find that I have once again been charged $20.99 from my bank account. I called customer service and made them aware that I had canceled my account within the given period and they informed me that my account had not been canceled and they would cancel it for me. He asked me if I had received a conformation email for the first time I canceled and I told him no. He then proceeded to tell me that email conformations don't always get received and the system may not have fully canceled my membership. It's confusing how I can knowingly and with good faith cancel my account myself and it not cancel or send me a conformation email, yet I can call into customer service and the gentleman on the phone tell me that he's sorry the system did not complete my cancellation but he could do so now. He supposedly "canceled" my membership yet no conformation email was sent for a second time. I spoke with a supervisor and he informed me there was absolutely nothing he could do except refund the charge from the second month. Others have filed complaints for the same issue and were awarded a refund that can be found on the BBB site. I would find it to be unfair to award a refund to another person and not myself for having good faith that I had canceled my membership. I also find that ability of a flaw in the system could have possibly prevented my subscription from being canceled and an email being sent out, even though customer service informed me that my account has been canceled and a second conformation email has neglectfully not been sent out either. My account information is listed below. ******* **** **** *********** *** ********** ** XXXXX

Desired Settlement: I would like a full refund in the amount of $20.99 for the account information listed above. Honoring a 14 day trial should be expected as I honored my end of the deal by canceling my membership the same day. It would be unfair to make an exception "one time" for an individual and discriminate against another.

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com January 7, 2014 RE: ******* **** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ****'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a courtesy to Mr. ****, we have issued an additional refund in the amount of ******* please note that it can take between 3-5 business days for these funds to become available within his financial institution. The confirmation number for this transaction is: XXXXXXX. Mr. **** is welcome to continue to use the free services found on Ancestry.com even after his subscription has terminated. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

1/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They refuse to place my item in a box. The item was damaged twice and the third one is being sent without a box yet again. The problem seems to be a training and/or empowerment issue. The fulfillment people claim that they do not have the authority to change any process, regardless of the result to the customer. I have asked them to elevate the issue and I continue to get the same unacceptable result. I do not want my money back, I just can't seem to find a person who will place this item in an outer box so it doesn't get crushed. I have explained to them multiple times, that this item is a gift and that a smashed box with stickers attached directly to it is not a suitable gift. The item is inside a box that is made of thin cardboard similar to the cardboard used in tissue boxes. I was even willing to pay more for them to put it in a box and send it UPS instead of just attaching the shipping label, which can't be removed, directly to the item. I have saved the entire email string of this ordeal, which runs from November 18th through today. Unfortunately I do not see a place here where I can add attachments. If you read this string, you would absolutely not believe how absurd this is and how a company can actually survive with these kinds of business practices. Please let me know if I can send you an electronic document, so you can provide that to the group at this company that will be receiving this complaint.In summary, all I want is for these folks to place this item in a small box instead of just placing a label on a box that is continually being crushed. I can't believe that they won't do this. Please advise about the attachment.

Desired Settlement: Just to have them box the item, instead of sending it in the flimsy packaging and to get it here before Christmas.

Business Response: Initial Business Response /* (1000, 13, 2013/12/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 19, 2013 RE: ******* ********* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. *********'s complaint to us. We have carefully reviewed the request and have the following response. We regret for the frustration this has caused Mr. *********. Unfortunately, we are unable to change our shipment method, or provide the item to Mr. ********* in the manner he is requesting. Our DNA test kits are shipped through UPS to the customer's local post office, and then delivered to the customers by USPS. Our records indicate we have shipped the DNA kit to Mr. ********* on three different occasions, through our normal shipping procedures. The DNA kits are shipped securely to prevent any damage to the actual item. For your review, we have also provided you with an attachment that displays the DNA kit when it is shipped and delivered to the customer. As the DNA kits have been delivered and received by Mr. *********, we will not attempt to deliver the item again. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a full refund to Mr. ********* if he wishes to cancel the DNA test. If Mr. ********* you would like to be reimbursed for the DNA kit, he is welcome to notify us by replying to this complaint or by emailing *****************@ancestry.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* ********* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (2000, 21, 2014/01/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) The majority of Mr.*********'s recent offer consists mostly of blabber and excuses. He continues to insist that his company provided perfect service and blames the Postal Service for his deficiencies. I am wondering if Mr.********* even bothered to view the photos I supplied of the kit which arrived in the BEST CONDITION of the three. I still find Mr. *********'s statement of "because we are committed to providing superior customer service" completely laughable. His company had multiple opportunities to provide real customer service and failed on every occasion. You can't succeed if you don't even try. Please don't forget that this entire matter stems from not taking 30 seconds to put this gift into a box. I also find it insulting that Mr.********* appears to think that this offered resolution fixes the problems it created for Mrs. *********'s Christmas. Having said this, I am going to accept the most recent offer of the $49.50 credit along with an active kit for use by Mrs. *********. I just ***'t want to deal with such a poorly run operation not even one more day. I need Mr.********* to commit to two things. First, I need him to agree to process a prompt credit to the credit card used for the purchase, and not drag his heels like his company did from November 18th until December 31st. Secondly, I need to know which of the three kits sent is activated and to be used by Mrs. *********. Final Business Response /* (4000, 19, 2013/12/31) */ December 31, 2013 RE: ******* ********* - Case: XXXXXXXX To Whom It May Concern, Thank you again for forwarding Mr. *********'s complaint to us. We have carefully reviewed the request and have the following response. We regret for the frustration this has caused Mr. *********. When the DNA tests are shipped from our service provider, they are shipped securely and in proper condition prevent any damage to the actual item.. Once the package is in the hands of the provided postal service we no longer have any control over delivery, transit time, damage to the item, etc. In regards to Mr. ********* refund request. Per our DNA Terms and Conditions, "If you cancel within the first 30 days of placing your order, and before you returned a DNA sample to AncestryDNA, you will receive a refund equal to the price paid for the AncestryDNA Service minus $25. If you cancel within the first 30 days of placing your order but after you have returned a DNA sample to AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA Service." However, as mentioned in our previous correspondence, we are prepared to make an exception to our policies and issue a full refund to Mr. ********* if he wishes to cancel the DNA test in its entirety. As Mr. ********* has accepted to use the DNA test that was provided to him, we will not issue a full refund for the services provided. However, because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a partial refund to Mr. ********* in the amount of $49.50, while still allowing the test to be completed in full and all results kept online for he and his wife. If Mr. ********* you would like accept this resolution, he is welcome to notify us by replying to this complaint or by emailing *****************@ancestry.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* ********* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

1/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ancestry has a "click here" to leave a message on there sign up page. I clicked and sent a cancel e-mail, but the page does not work. On ancestry.com's sign up page they offer a one month subscription. I clicked on the ONE MONTH ONLY subscription. After finding that the service was useless,I tried to cancel before the end of the month on their log in page, but the e-mail came back undeliverable, I have a copy of the e-mail. The "click here" link does not work. They charged my card for another month. When I called to let them know, I talked to a person that said there was nothing they would do. She said they would send me a verification of cancel e-mail. They never did. I called again and got the rudest person I've ever dealt with named ************ She had to reboot her computer twice and held me on the line for over ten minutes. I was just trying to get an e-mail saying the service was turned off, that's all. Not hard to do, unless you are incompetent. I still don't have my verification of the date the service was tyrned off.

Desired Settlement: ALL I will accept is a refund of the $19.99 they charged after THEIR "contact us link" did not work. It's not my fault they are so unprofessional.

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com January 7, 2014 RE: ****** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ***** 's complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. ***** indicating his desire to cancel. At this time the account has been canceled as of December 24, 2013 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a refund to Mr. ***** in the amount of ******* The confirmation number for this transaction is XXXXXXX. Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to her account. The access to the databases associated with this membership has been terminated effective immediately and Mr. ***** will have no future billing from Ancestry.com. Because we want Mr. ***** to have success with his family research, he will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2014/01/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/14/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com billed me a $38.10 renewal fee (assuming $34.95 plus tax) NINETEEN times in one day! On 11/28/13 (I had checked my bank balance on Tuesday and Wednesday prior as I was planning to purchase a plane ticket) Ancestry.com billed me NINETEEN TIMES $38.10 for renewal of a monthly subscription t their website-for a total of $723.90! I checked my balance after purchasing my plane ticket and discovered the NINETEEN renewal fees plus the plane ticket had led to an overdraft. The NINETEEN renewal fees are for the month of December. I went online and cancelled my subscription to Ancestry.com-and was informed after cancelling that I would get a refund of $0.00-despite the fact that the term for the month is from Nov. 28 to Dec 27... and I only logged in to cancel the subscription. The worst part is this is NOT the first issue. I had a laptop crash after I set up a free year's subscription and was unable to recover that account (though I contacted Ancestry over the issue- and they are able to verify my access or usage-or lack thereof -of the account. The 'forgot password' link on their site DOES NOT email you-despite entering a confirmed email account. Hence I was unable to access my account-and was almost unable to get in this time to cancel my account. On top of all this- though their website states they are available EVERY DAY- they are of course CLOSED on Thanksgiving Day... hence the charges will most likely process (they are already holding my money) tomorrow-and result. Depending on which area processed first, this means there could be upwards of a dozen overdraft fees all over ONE renewal charge submitted by them NINETEEN TIMES!!!

Desired Settlement: Considering the circumstances, the least that could be done is an immediate refund of the NINETEEN renewal fees for the month of December. Actually, if they result in ANY overdraft charges, those charges should also be paid. So the least I would expect of any decent company is a refund of the NINETEEN renewal fees charged for one month's subscription PLUS ANY and ALL overdraft fees incurred due to this excessive error.

Business Response: Initial Business Response /* (1000, 5, 2013/12/17) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 17, 2013 RE: **** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. After researching Ms. ******'s account details with Ancestry.com. We are unable to locate nineteen charges of $38.10. According to our records, we show two authorizations of $38.10 that occurred on October 27, 2013 and November 28, 2013. An authorization is a hold that is placed on a customer's account when a purchase is made using a debit or credit card. It allows us to verify if the customer's account is s valid and that sufficient funds are available to cover the transaction's cost. Following the authorizations, we collected $38.10 on October 28, 2013 and the renewal charge on November 28, 2013. We however, are unable to locate any other authorizations or charges that occurred on to Ms. ******'s account that ends in 4421. We have also attached a PDF file that indicates Ms. ******'s authorizations and deposits with Ancestry.com. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a full refund to Ms. ****** in the amount of $38.10 for the November 28th billing. The confirmation number for this transaction is XXXXXXX. Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ****** will have no future billing from Ancestry.com. Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Final Consumer Response /* (3000, 7, 2013/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The hold WAS the issue- as it showed up 19 times in my online banking account. This set everything else pending as a negative. Their inaccessibility is the second and supreme issue. Yes, ultimately only one charge went through but this does not alter the circumstances. And the refund (as yet unseen) is moot- I have not used the services, and apparently will not be-despite it being three weeks in... This is like the year-long subscription all over again- they could not get me back into that, and ultimately, as they are so inaccessible, that may be for the best. Final Business Response /* (4000, 9, 2013/12/26) */ December 26, 2013 RE: **** ******- Case: XXXXXXXX To Whom It May Concern, Thank you again for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. Again, we apologize for any inconveniences that have occurred from this situation. As we value Ms. ****** as a member, we have issued an additional refund in the amount of $38.10 for the October billing; please note that it can take between 3-5 business days for these funds to become available within Ms. ******'s financial institution. The confirmation number for this transaction is: XXXXXXX. Because we are committed to providing superior customer service, we also would like to offer Ms. ****** three months to the World Deluxe membership that has a value of $104.85. If Ms. ****** would like us to accommodate her with one of the above free time, she is welcome to either respond to this case, or she is welcome to email *****************@ancestry.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

1/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On Oct 3, 2013 I used Ancestry.com and then cancelled the service as I did not find what I needed. I never received a confirmation number. I do not use my banking account but very rarely and was surprised when I seen two charges that I did not authorize. I thought that the problem was resolved. I should be credited for Nov. and Dec. 2013 as I never used the account again after the first few days of the opening of the account and contacted them to cancel service.

Desired Settlement: $15.90

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com January 7, 2014 RE: ***** ************ - Case: XXXXXXXX To Whom It *** Concern, Thank you for forwarding Ms. Diaz's complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. When signing up for a membership on Archives.com, users are required to confirm that they have viewed and accepted Archives.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew. As a courtesy to Ms. Diaz, we have issued a refund in the amount of $15.90; please note that it can take between 3-5 business days for these funds to become available within her financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (2000, 7, 2014/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/6/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Hi Ancestry.com is charging my credit card for 2 years with no exchange in service's. I have called them say its their policy?? My card is being charge with out my permission for 2 years now Ancestry.com say's each year it will stop by the renewal date 9/28 for the last 2 years so they owe me $325.22 x 2 years =$650.44 they are very difficult to deal with. They will not give me a confirmation # to close the accounts out they said I have to wait till September. I have never heard of such a company. Please advise thanks *** ***** XXX-XXX-XXXX

Desired Settlement: $650.44

Business Response: Initial Business Response /* (1000, 5, 2013/12/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 19, 2013 RE: ****** ***** - Case: XXXXXXXX To Whom It *** Concern, Thank you for forwarding Mr. *****'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. Our records indicate that Mr. ***** contacted our member services department on December 10, 2013 and was issued a refund for his most recent billing of $325.22. As we are unable to issue a refund Mr. *****'s September 28, 2012, and as we can understand the frustration this may have caused, we would like to provide Mr. ***** with a free year to our World Deluxe Membership that has a value of $325.22. The access would provide you with the following: If Mr. ***** would like us to accommodate him with the free World Deluxe membership, he is welcome to respond to this complaint or email us at *****************@ancestry.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* ********* Executive Response Team Ancestry.com

12/30/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cancelled trial and was still charged $19.95 for next 12 months. emails from company asking me to " come back" prove cancellation. Will not refund. 11/12 initial trial period began. Cancelled via phone 12/12. Charged for next 12 months. Emails from company asking me to come back prove that they knew I had cancelled but they still continued to charge my credit card 19.95 per month despite my cancellation. No cancellation number was given to me when I cancelled. I didn't know it was needed.

Desired Settlement: $219.45 refund for 11 months of 19.95 charges

Business Response: Initial Business Response /* (1000, 5, 2013/12/26) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 26, 2013 RE: ***** ********* - Case: XXXXXXXX To Whom It *** Concern, Thank you for forwarding Mr. *********'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Mr. ********* activated a 14 day free trial on December 5, 2012. His trial membership ran from December 5, 2012 to the auto-renewal date of December 20, 2012. All of our subscriptions are set to automatically renew, as stated in our terms and conditions. When signing up for a membership (including trials) on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com's Terms & Conditions. Additionally, the sign-up page states multiple times that all of our Ancestry.com subscriptions automatically renew. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. Because of these terms, Mr. ********* was responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to December 20, 2012 if he did not wish to continue the subscription for the next billing period. According to our records, no email or phone call was ever received from Mr. ********* indicating his desire to cancel. At this time the account has been canceled as of December 11, 2013, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue an additional refund to Mr. ********* in the amount of $157.69 for the April - October billings. The confirmation number for this transaction is XXXXXXX. Depending on the payment method he used for this membership, please note that it *** take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Mr. ********* will have no future billing from Ancestry.com. Because we want Mr. ********* to have success with his family research, he will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (3000, 7, 2013/12/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am accepting Ancestry.com' s offer of $157.69 restitution in this matter as a 'Good Faith' conclusion to a business oversight. Note for the record that I did call a few days after the trial period commenced but was never given a cancellation number. Also note that I was not given a cancellation number when I called to clarify what I believed to be a billing error prior to this complaint. The email trail from Ancestry.com asking me to "come back" as well as my non-response to an updated credit card info request was in my belief proof that I had cancelled my subscription in December of 2012. I sincerely appreciate all parties' prudence as well as hastened response in this matter. Sincerely, ***** *********

12/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have three attempts to provide a sample of my dna, and each time they claimed that they cannot find a results. I tried to put their publish email and you claimed to invalid. www.ancestrydna.com/faq. Something is wrong because this is what is published on the box. I asked on the third attempt if it did not work to refund my money. I tired calling and I was on hold for over thirty minutes. NO ever answer. I want my money refund or they do what they said. ***** ********. Product_Or_Service: DNA Service Account_Number: **** ********

Desired Settlement: DesiredSettlementID: Refund Full refund of my money.

Business Response: Initial Business Response /* (1000, 7, 2013/12/10) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 10, 2013 RE: ***** ******** - Case # XXXXXXXX To Whom It *** Concern, Thank you for forwarding Mr. ********'s response to us. We sincerely regret the frustration that Mr. ******** has experienced in this situation. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******** has experienced in this situation. Our records indicate that a refund in the amount of $74.00 has been returned to Mr. ******** MasterCard account that ends in ***** Mr. ******** *** be trying to locate a refund in the amount of $108.95 which was the initial price for the DNA order. Per the DNA Terms and Conditions: "Cancellations may be made by calling AncestryDNA at X-XXX-XXX-XXXX and providing the same information that you provided when you ordered your AncestryDNA Service. If you cancel within the first 30 days of placing your order, and before you returned a DNA sample to AncestryDNA, you will receive a refund equal to the price paid for the AncestryDNA Service minus $25. If you cancel within the first 30 days of placing your order but after you have returned a DNA sample to AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA Service. AncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion. Your credit will be provided via the credit card you used to purchase the AncestryDNA Service. Please allow a reasonable time for the credit to reach you." For Mr. ********'s convenience, we have provided an Acquirer's Reference Number (ARN) below. This number is given to our company by a financial institution when they receive the refunded amount; in Mr. ********'s particular situation, the number is: XXXXXXXXXXXXXXXXXXXXXXX. If Mr. ********'s is further interested in tracking the refund, we would suggest contacting his financial institution and referring to the number given. They would then be able to provide him with answers to any additional questions regarding the refund. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

12/26/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Failure to provide refund for cancelled subscription. I have been a subscriber to ancestry.com on and off for the previous two years. I had a world explorer membership that automatically renewed on 10/29/13. As I did not intend to have the subscription renewed, I immediately cancelled it. I received e-mail confirmation of my cancellation: Membership Effective Date Confirmation Number World Explorer Membership 10/29/2013 5:19:31 PM XXXXXXX. My credit card was charged 149.70 that cleared on 10/30/13. On 11/5/13, I called to inquire about the status of my refund. I was told that it could take up to five business days to process but that I should receive the refund. On 11/13/13, I called the company again as I still had not received my refund. After spending 10 minutes on the phone, I was disconnected. I called back and was told that I would have to call back during billing business hours (8-5 MST). I called back on 11/14/13 and was told that my refund did not process because it should have cancelled out and somehow it did not. My representative was very helpful and apologetic and she assured me that the refund was being re-processed and that at the latest, I should have it by Monday, November 18. As of 11/20/13, my refund still has not been received.

Desired Settlement: Immediate refund of 149.70

Business Response: Initial Business Response /* (1000, 5, 2013/12/06) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 6, 2013 RE: ****** ****** - Case # XXXXXXXX To Whom It *** Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ****** has experienced in this situation. After further discussion with our accounting department, we found that the Ms. ******'s refund of $149.70 failed to go through our main accounting system. We have since resubmitted the refund and it should post to Ms. ******'s account within 3-5 business days for this credit to become accessible within her financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

12/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Business continues to make monthly automatic withdrawals from my banking account (thru PayPal) even though service account was cancelled in July 2013. Account with business was cancelled in July 2013; I cannot use the service site as it recognizes that account was closed. However, business continues to automatically withdrawal monthly fee. Contact with their customer service went no where, no refund for months paid and unable to use service, no further feedback from them other than they will "investigate". I have gone thru my bank and PayPal to stop further automatic payments but business was totally unresponsive.

Desired Settlement: refund of monthly subscription paid since July for service I was unable to access.

Business Response: Initial Business Response /* (1000, 5, 2013/12/06) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 6, 2013 RE: ******* ************* - Case: XXXXXXXX To Whom It *** Concern, Thank you for forwarding Ms. *************'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ************* has experienced in this situation. Unfortunately, we have many customers who have at one time or another neglected to cancel or simply forgotten that their membership would automatically renew after their free trial. Our records indicate that Ms. ************* signed up for a monthly membership that began with a free seven day trial on August 22, 2013. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Ms. *************'s case, her trial renewed to a monthly paid membership on August 29, 2013. When signing up for a free trial or other membership, the website requires the member to check off a confirmation box agreeing they have viewed and accepted the Archives.com Terms & Conditions. In addition to this, the sign-up process also states that an automatic-renewal will occur without a cancellation. Ms. ************* was responsible to cancel online if she did not want to continue the subscription. According to our records, no phone call or online cancelation was ever received from Ms. ************* indicating her desire to cancel. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a full refund to Ms. ************* in the amount of $15.90 for the October and November billings. Depending upon the payment method used for this membership, it may take up to 5-7 days for this credit to become accessible within her financial institution. With this cancellation, Ms. *************'s access to the paid online databases will expire immediately and she will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

12/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I deactivated my account 3 years ago and on 11/25/2013 my checking account was billed $77.70. I cancelled account about 3 years ago. 11/25/2013 I notice that ancestry.com had Billing my banking account for $77.70 I check there web and found that my account had been reactivated I cancelled my account and I Waiting my refund I would like for this not to happen again. thanks

Desired Settlement: I just want my funds to be return to my account ASAP and my account information be deleted from there records

Business Response: Initial Business Response /* (1000, 5, 2013/12/06) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 6, 2013 RE: ***** ****** - Case: XXXXXXXX To Whom It *** Concern, Thank you for forwarding Mr. ******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. Our records indicate that Mr. ****** signed up for a six month membership on August 25, 2012. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. At this time the account has been canceled as of November 28, 2013 so there will be no further renewals or charges. Our records also indicate a refund in the amount of $77.70 has been issued back to Mr. ****** on November 28, 2013. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund in the amount of $77.70 for the billing in May of 2013. The confirmation number for this transaction is XXXXXXX. The access to the databases associated with this membership has been terminated effective immediately and Mr. ****** will have no future billing from Ancestry.com. Because we want Mr. ****** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. We have also removed Mr. ****** card information as requested. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

12/23/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for ancestry.ca's free trial in summer. I cancelled before it was finished & they billed my credit card for 5 months without consent. I signed up for ancestry.ca's free trial in the summer. Not finding the website useful I cancelled before the trial was finished (following the directions I was given when I signed up). I found out in dec (today) they have been charging my credit card without my consent for the past 5 months. I promptly called their customer service line and explained the situation. The agent and supervisor were able to see I had not used the website since my free trial and asked if I had received the renewal emails they apparently send. I told them I had not received any correspondence since my cancellation email so I deleted the cancellation confirmation. Because I do not receive my credit card statement regularly I was unaware of these charges. The best solution the supervisor could give me was to cancel the subscription and refund me one month. I explained this was not a satisfactory end result as I did not authorize these charges to my credit card and the supervisor said that was the best she could do. I have not received any correspondence regarding them charging my credit card nor advertisements since my cancellation email. I am extremely dissatisfied and frankly; other than my money back, I want nothing to do with this company.

Desired Settlement: I would like a full refund for the 5 months the website fraudulently charged my credit card. I have been guaranteed one month ($29.95) and I want the rest of the $119.80 back as well. I wish I would have researched this company before trusting them with my information.

Business Response: Initial Business Response /* (1000, 5, 2013/12/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 19, 2013 RE: ******* ******** - Case: XXXXXXXX To Whom It *** Concern, Thank you for forwarding Ms. ********'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. Our records indicate that Ms. ********'s 14 day free trial renewed to a monthly membership on August 4, 2013. When signing up for a trial or membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no email or phone call was ever received from Ms. ******** indicating her desire to cancel. At this time the account has been canceled as of December 6, 2013 so there will be no further renewals or charges. Our records also indicate a refund in the amount of ****** has been issued back to Ms. ******** on December 7, 2013. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue an additional refund to Ms. ******** in the amount of ****** for September to November charges. The confirmation number for this transaction is XXXXXXX. In total, we have issued Ms. ******** a refund of ****** for four of the five billings. Please note that it may take up to 3-5 days for this credit to post to her account. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2013/12/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ancestry.com, without mt Knowledge ordered the "DNA" kit and charged my Visa 108.95,I saw the Charge on my statement so I called the company and told them I did not order, Nor do I want this service, They said they could only refund my visa 74.00 dollars,??? Why should I have to wait for Refund and only recieve a partial Refund.It put my acct. in negative and I will incure fees when my RV and House Payment goes through. I am cancelling my business with Ancestry.com Immediatly

Desired Settlement: DesiredSettlementID: Refund Complete and Immediate Refund of All my Money. 108.95

Business Response: Initial Business Response /* (1000, 5, 2013/12/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 19, 2013 RE: ****** ****** ******* - Case: XXXXXXXX To Whom It *** Concern, Thank you for forwarding Mr. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******* has experienced in this situation. Our records indicate that the DNA test kit was purchased online under Mr. *******'s Ancestry.com account on November 22, 2013. Per the DNA Terms and Conditions: "If you cancel within the first 30 days of placing your order, and before you returned a DNA sample to AncestryDNA, you will receive a refund equal to the price paid for the AncestryDNA Service minus $25. If you cancel within the first 30 days of placing your order but after you have returned a DNA sample to AncestryDNA, you will receive a partial refund equal to one half of the price paid for the AncestryDNA Service. AncestryDNA does not refund shipping & processing charges or any applicable taxes paid on the non-refundable portion. Your credit will be provided via the credit card you used to purchase the AncestryDNA Service. Please allow a reasonable time for the credit to reach you." Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue the additional $25.00 refund to Mr. *******. Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (2000, 7, 2013/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) This company has committed to make me whole by refunding the 25.00 dollars

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In May of 2013 I sent my first specimen for lab testing. It is now November and they still don't have my results. Ancestry.com Will not refund my money in full. After 6 months of calling and checking for my results they ask me to send them yet another specimen. This will be the fourth time I have sent them my saliva.

Desired Settlement: A COMPLETE refund not just a partial refund as they had mentioned in August of 2013.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 27, 2013 RE: ******* ***** - Case # XXXXXXXX To Whom It *** Concern, Thank you for forwarding Ms. *****'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ***** has experienced in this situation. At this time the DNA has been canceled as of today November 27, 2013. We also have issued a full refund in the amount of $108.95. Depending on the payment method used for this membership, please note that it may take up to 3-5 business days for this credit to post to her account. f you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

12/18/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not honor their 15 day trial cancellation policy they stated they did when I signed up. I signed up for a trial membership with ancestry.com for my daughter to use. After working with it we found it was not what we were looking for. We were told we had 15 days to cancel. I cancelled my account 4 days before the 15 day trial was over and they still charged my credit card for $21.89. After talking to rep they refused to take charge off my card and claimed I didn't follow the right procedure. I did exactly what I was guided to do on their website. After requesting to speak with a supervisor the rep hung up on me.

Desired Settlement: remove the $21.89 charge on my credit card.

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 27, 2013 RE: ***** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Ms. ******* activated a 14 day free trial on October 7, 2013. Her trial membership ran from October 7, 2013 to the auto- renewal date of October 21, 2013 as all of our subscriptions are set to automatically renew, as stated in our terms and conditions. Our records indicate that Ms. ******* canceled her membership on November 3, 2013, which was after the renewal date. Ms. ******* was responsible to cancel online, or contact us by our toll free number X-XXX-XXX-XXXX if she did not want to continue the subscription for the following month. According to our records, no online cancelation or phone call was ever received from Ms. ******* indicating her desire to cancel until November 3rd. At this time the account has been canceled so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a full refund to Ms. ******* in the amount of $21.89. The confirmation number for this transaction is XXXXXXX. Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to her account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ******* will have no future billing from Ancestry.com. Because we want Ms. ******* to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

12/17/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Oct 19, 2012 Ira Moscowitz died. searched for related family. sent email to cancel same day. was charged again 10/21/13.want credit for over chg. *** ********* died in Oct. searched for info related to his family on 10/17/12. cancelled service dame day. received charge 10/21/13. company rep. would not refund said they never got cancellation & NOT THEIR FAULT. want refund due.

Desired Settlement: Just want my $39.95

Business Response: Initial Business Response /* (1000, 5, 2013/12/06) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com December 6, 2013 RE: ***** ******** - Case: XXXXXXXX To Whom It *** Concern, Thank you for forwarding Ms. ********'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a refund to Ms. ******** in the amount of $39.95 for the past billing. Depending upon the payment method used for this membership, it *** take up to 3-5 days for this credit to become accessible within her financial institution. With this cancellation, Ms. ********'s access to the paid online databases will expire immediately and she will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Final Consumer Response /* (2000, 7, 2013/12/17) */ I am satisfied with response.

12/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was on there free trial using PapPal and they charged me $19.99 on Nov 11th and found the charge on the 14th Was on there free trial using PapPal and they charged me $19.99 on Nov 11th and found the charge on the 14th of Nov, I feel since I just found out I should be able to get a refund. I don't think it's fair they offer refunds for others and not myself.

Desired Settlement: The settlement I am seeking is a $19.99 refund

Business Response: Initial Business Response /* (1000, 5, 2013/11/27) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 27, 2013 RE: ***** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would auto-renew. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Mr. ****** activated a 14 day free trial on October 28, 2013. His trial membership ran from October 28, 2013 to the auto- renewal date of December 11, 2013 as all of our subscriptions are set to automatically renew, as stated in our terms and conditions. Mr. ****** was responsible to cancel online, or contact us by our toll free number X-XXX-XXX-XXXX if he did not want to continue the subscription for the following month. According to our records, no online cancelation or phone call was ever received from Mr. ****** indicating her desire to cancel until November 14th. At this time the account has been canceled so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a full refund to Mr. ****** in the amount of $19.99. The confirmation number for this transaction is XXXXXXX. Depending on the payment method he used for this membership, please note that it may take up to 7-10 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Mr. ****** will have no future billing from Ancestry.com. Because we want Mr. ****** to have success with his family research, he will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (2000, 7, 2013/12/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thanks for the refund! The company is good, but this policy should be looked at for people in the future. I would also recommend that people get reminder via e-mail that there trial is about to expire.

12/4/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The instruction book-371 pages-and instruction CD that came with Family Tree Maker 2012, purchased about July 15, 2013, is loaded with mistakes. There are hundreds of errors. It's like the book was written for a version years ago and never updated. The instructions for Ancestory.com is almost as bad. It has taken me 5 months to learn what I know when it should have taken about 1-2 months at most. Sometimes it has taken all day to get something done by following the instructions when the referenced items don't even exist today, they were items years ago.

Desired Settlement: I want an instruction book and CD that are totally correct for version 2012 or 2014 or later, whichever I may have at the time. I don't want my money refunded, I just want a good product that I can rely on.

Business Response: Initial Business Response /* (1000, 5, 2013/11/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 19, 2013 RE: ******* **** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ****'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. We appreciate Mr. ****'s feedback and suggestions concerning our guide book for the Family Tree Maker software. We have forwarded his suggestions and concerns to our feedback and development department for further review. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (3000, 7, 2013/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their response is "We have forwarded his suggestions and concerns to our feedback and development department for further review." which satisfies nothing. Do they really have a feedback and development department? I doubt it. They are also tryinto reverse the responsibility here by saying I must contact them if I want to know anything further. Make them give me a meaningful response by giving us the findings of their so called department. Have they fixed the instruction book and cd or are they ever going to try? Thney have come out with FTM 2014 now, mine is FTM 2012, and is the documents still as screwed up or have they been corrected or what? The FTM application seems to be a pretty good one but the documentation is several years old. I have spent a day many times trying to do a function following the book only to find the instructions dont fit my program, and trying to find a way to accomplish the function. Many of the pictures defining a function are from older versions, they don't look like the screen in 2012 Final Business Response /* (4000, 9, 2013/11/27) */ November 27, 2013 RE: ******* **** - Case: XXXXXXXX To whom It *** Concern, We appreciate Mr. **** for bringing to our attention the errors' located in "The Companion Guide to Family Tree Maker 2012". We have reported Mr. ****'s concerns to our feedback and Family Tree Maker departments. They however, request that Mr. **** provide us with examples of were the errors are located to help them better understand Mr. ****'s concerns. Mr. **** is welcome to respond through the Better Business Bureau with examples of the errors he has located. Or, he can forward the information directly to our feedback and Family Tree Maker departments by emailing *****************@ancestry.com, or by mail at 360 W. 4800 N. Provo, Utah 84604 We again regret any frustration Mr. **** has experienced as a result of these issues. We would like to thank him, for both his diligence in reporting the aforementioned items, as well as his patience while we address them. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (4200, 11, 2013/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are proposing that I go thru their book and find and document all mtheir errors for them with no compensation what-so-ever. Not only do I not want compensation I do not want to spend several months doing their work for them by marking all the errors in the book. They know their product is way behind their software but it is also apparent that they don't give a ****. They could hire a high school kid and give them a 2014 system and the 2008/2010 instruction book they call 2012 and let them go to work.It wouldn't take them long to find errors. It is apparent they aren't going to do anything but keep selling an outdated product so just drop it.I will cancel my subscription tomorrow and that should end it.

12/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was invited to have free access to Ancstry. When I could not find records not otherwise available from other sources, I contacted Ancestry to infor I contacted Ancestry to inform them I did not wish to have a subscription. Nonetheless they billed my credit card for 2 payments of $19.99 each and refuse to refund them now. You cannot contact Ancestry easily and when you call, there is at least a 30 minute hold until someone answers the phone. Then that person says they need to speak with someone else and it is another 30 minutes. Their records show that I had no activity on their site during the period they were billing my credit card. Then they say they had no contact from me. This is a common fraud scheme with internet sites offering free introductory periods and even after cancellation, they continue to bill.

Desired Settlement: refund of $39.98

Business Response: Initial Business Response /* (1000, 5, 2013/11/14) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 14, 2013 RE: ******** ******* - Case #XXXXXXXX To Whom It *** Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. As a courtesy to Ms. *******, we have issued a refund in the amount of $39.98; please note that it can take between 3-5 business days for these funds to become available within her financial institution. The confirmation number for this transaction is: XXXXXXX. With this cancellation, Ms. *******'s access to the paid online databases will expire immediately and she will have no further billing from Ancestry.com. Because we want Ms. ******* to have success with her family research, she will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

12/3/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am tired of frausulent charges and no apparent way to cancel they do not give you a chanc eto cancel when you accidentally SLIP in to their "free trial" period

Desired Settlement: credit to my account for any and all charges in a years time

Business Response: Initial Business Response /* (1000, 5, 2013/11/14) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 14, 2013 RE: **** ******* - Case #XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. We have located a free trial membership with Archives.com that Ms. ******* activated July 20, 2013. According to our records the trial membership was not canceled and renewed into a monthly membership. Do to billing complications; we only collected one charge of $7.99 on August 2, 2013. As a courtesy to Ms. *******, we have issued a refund in the amount of $7.99 for the August billing. Please note that it can take between 3-5 business days for these funds to become available within her financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

12/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: MyFamily.com has been charging $29 automatically to my credit card for the last 3 years which they were NOT authorized to do. A recent charge card receipt showed a $29 charge from MyFamily.com. When I called to discuss this with them they said that the terms of their website authorized them to "autorenew" my membership each year. When I told the customer service person I had not used the site in AT LEAST 3 years she agreed to credit me the charges that were just made for this year but said there was nothing she could do about the previous years charges. I asked to speak with someone higher up and she said that there would be a survey after she finished with me where I could verbally state my concerns, which I did and left my name and number asking that someone call me to discuss this further. I also sent an e-mail through the MyFamily.com website asking that a manager call me. To date no one has called. I have received numerous e-mails from "customer service" instructing me to call back in if I need further assistance. I never recall seeing anything about "auto renewal" for use of my charge card. In previous years there would be e-mail messages that would go out to all members of that MyFamily.com site prior to the renewal date asking for others to pitch in and share the cost of membership. There were also times when the site would not be available until I paid my annual fee. The card used was NOT AUTHORIZED and didn't have a current expiration date. These practices are misleading and should not be allowed to continue. MyFamily.com can clearly see that there has been NO ACTIVITY by me for YEARS!!

Desired Settlement: I would like MyFamily.com to go back and look at the last time I physically entered my charge card authorizing them to charge me for use of their site. All other unauthorized years should be refunded. Their practice is fraudulent.

Business Response: Initial Business Response /* (1000, 5, 2013/11/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 19, 2013 RE: ******** ******** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. When signing up for a membership on MyFamily.com, users are required to confirm that they have viewed and accepted MyFamily.com's Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel prior to the renewal date if they do not wish to continue the subscription for the next billing period. At this time the account has been canceled as of October 28, 2013, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund in the amount of ****** for the 2012 billing. Unfortunately, we do not have the capability to issue a refund beyond the 2012 charge. Depending on the payment method she used for this membership, please note that it may take up to 7-10 days for this credit to post to your account. The access to the databases associated with Ms. ********'s membership has been terminated effective immediately and she will have no future billing from MyFamily.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by responding to this email. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (3000, 7, 2013/11/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to the November 19, 2013, reply from "*******, Executive Office Response Team" regarding case XXXXXXXX. First, I appreciate that you are agreeing to issue an additional refund in the amount of ****** for the 2012 charges. Thank you for that. Second, I think that your organization should take a good look at the "terms and conditions" of your registration process and rethink them. When I joined MyFamily.com back in 2000 my site would be "unavailable" until the renewal fee was paid. You'd send e-mails to all members asking others to pitch in and pay. You'd set log-in reminders about the upcoming renewal deadline and if the renewal payment wasn't made by the due date you couldn't access the site until the renewal was paid!! I believe the "auto renewal" clause was added to your terms to help keep your revenue stream flowing when free competition like Facebook became popular. Your unsuspecting CUSTOMERS are tricked into paying for something they no longer want or use. And, if you change your e-mail address, which is what happened to me, the e-mailed renewal notifications go undelivered yet your company continues to collect the renewal fees. I find it comical that in your response to my complaint you said, "As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew." That is the first indication you should go back to the old way of doing business, the way with more integrity. There are 385 complaints with the BBB in last 3 years about your organization. That's 385 people who have had issues with your company. Something is clearly wrong with the way you conduct business. Lastly, in your response to my complaint where you say, "unfortunately, we do not have the capability to issue a refund beyond the 2012 charge", I say your company has the capability of doing whatever you want. I worked in management in a call center for over 20 years and there were many times I issued hundreds of dollars of credits to customers who were unhappy with our service. I did this because I wanted to keep my customers "my customer". In the grand scheme of things doing the right thing in the interest of keeping the customer happy is always the best way to go. I am not a happy customer. I've responded "no" to the BBB question, "Do you accept the response from the business?" It would be nice if you were to look into when I last accessed your site and refund back to then but that would be going above and beyond what you're capable of doing. Final Consumer Response /* (4200, 11, 2013/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) In response to the November 26, 2013, reply from "*******, Executive Office Response Team" regarding case XXXXXXXX. This is really getting comical! Instead of issuing me a credit they want to give me access to a completely different website (Ancestry.com) that has a value of $104.85. Why not just issue me the $104.85 on top of the 2 credits already issued and I'll go away. In the time it took ******* to type his response to me and offer the access to Ancestry.com he could have issued a credit for $104.85 and we'd be done with this. Final Business Response /* (4000, 13, 2013/11/29) */ November 29, 2013 RE: ******** ******** - Case: XXXXXXXX To Whom It May Concern, Thank you again for forwarding Ms. ********'s complaint to us. We again have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As previously stated to Ms. ********, we have been able to issue a refund of ****** for the past two billings. However, we do not have the capability to issue a refund beyond the 2012 billing. When signing up for a membership, Ms. ******** was required to confirm that she had viewed and accepted MyFamily.com's Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. According to our records, no communication was ever received from Ms. ******** indicating her desire to cancel. Because we are committed to providing superior customer service, we would like to provide free access to one of our sites. As Ms. ********'s complaint is in regards to MyFamily.com, we would be happy to provide her with two free years of access to MyFamily.com. If Ms. ******** is not interested in free access to MyFamily.com, we would be happy to provide her with free access to one of the following sites/items. Three months access to Ancestry.com One year access to Archives.com Free DNA Test to Ancestry.com If Ms. ******** would like us to accommodate her with one of the above items, she is welcome to either respond to this case with the preferred username, or she is welcome to email *****************@ancestry.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by responding to this email. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

11/26/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I signed up for Ancestry.com because it was advertised first month free. After 3 weeks I received a bill on my credit card for 19.95. I contacted Ancestry.com to cancel. Each month Aug -Sept Oct I received a 19.95 charge on my credit card. I contacted Credit One to dispute and they said Ancestry.com would have to stop charging. The cancellation number from Ancestry.com is XXXXXXX.

Desired Settlement: Refund the 19.95 I paid for 3 months on my Credit Card.

Business Response: Initial Business Response /* (1000, 10, 2013/11/08) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 8, 2013 RE: **** **** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ****'s complaint to us. We have carefully reviewed the request and have the following response. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Mr. **** activated a monthly paid membership on July 11, 2013. Unfortunately, we do not offer a free monthly trial; however, we do offer a 14 day free trial, but do show Mr. **** took advantage of that. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mr. **** indicating his desire to cancel. At this time the account has been canceled as of September 20, 2013 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund in the amount of $39.90 for the past two billings. The confirmation number for this transaction is XXXXXXX. Depending on the payment method you Mr. **** used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and he will have no future billing from Ancestry.com. Because we want him to have success with his family research, he will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by responding to this email. Sincerely, ******* Executive Office Ancestry.com

11/26/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Unauthorized automatic credit card charges after account was closed by phone. No service was ever used after the initial one month trial period. We opened an Ancestory.com account on November 2, 2010 and planned on only using the one month free trial for my daughter's school project. After the project, we cancelled the membership by phone because we could not figure out to do it via the website. It is just now, two and a half years later that I realized I've been getting charged $77.70 every six months. I review my credit card statement monthly, but unfortunately failed to notice these bi-annual charges. We discussed these unauthorized charges with Ancestory.com on November 9, 2013 to no avail. They refused to credit any monies. We have only used the Ancestory.com services during the trial period for the school project. All total, we have unknowingly been billed a total of $388.50. While we do not know if we will be able to get any results from this, we would like to make others aware of the unethical business practices at Ancestory.com.

Desired Settlement: $388.50

Business Response: Initial Business Response /* (1000, 5, 2013/11/25) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 25, 2013 RE: ******** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Ms. ****** activated a 14 day free trial that would renew on a six month basis. Her trial membership ran from January 22, 2012 to the auto- renewal date of February 5, 2012. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, Ms. ****** was responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to February 5, 2012 if she did not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ****** indicating her desire to cancel. At this time the account has been canceled as of November 9, 2013, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we were prepared to make an exception to our policies and issue a refund to Ms. ****** in the amount of $233.10 for the past three charges. The confirmation number for this transaction is XXXXXXX. Depending on the payment method he used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ****** will have no future billing from Ancestry.com. Because we want Ms. ****** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (2000, 7, 2013/11/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/21/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I called Oct 26 to cancel my trial membership but I was billed anyway. I spoke with ******* thru on-line chat. She refused to adjust monthly fee. I called October 26 to cancel my trial membership but I was billed anyway. I spoke with ******* 11-4 thru on-line chat and she refused to adjust the $19.99 monthly fee that should never have been billed. This company advertises risk free guarantee 100% guarantee but they are obviously not being honest with their billing.

Desired Settlement: $19.99 refund that never should have been billed.

Business Response: Initial Business Response /* (1000, 5, 2013/11/19) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 19, 2013 RE: ******* ************* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********* complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, Ms. ****** was responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to November 1, 2013 if she did not wish to continue the subscription for the next billing period. According to our records, we did not receive communication from Ms. ****** indicating her desire to cancel until November 4, 2013. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. At this time the account has been canceled as of November 4, 2013, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund in the amount of $19.99 for the billing in November. The confirmation number for this transaction is XXXXXXX. Depending on the payment method Ms. ****** used for this membership, please note that it may take up to 3-5 days for this credit to post to your account. The access to the databases associated with this membership has been terminated effective immediately and Ms. ****** will have no future billing from Ancestry.com. Because we want her to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by responding to this email. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (2000, 7, 2013/11/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/20/2013 Problems with Product/Service | Read Complaint Details
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Complaint: My account is locked and am unable to stop recurring charges. Ancestry.com customer service refuses to stop recurring charges or refund my money. I authorized a purchase through Ancestry.com and was not made aware at the time of purchase the charge would be recurring. Shortly after my initial purchase in April, I was no longer able to access my Ancestry.com account. I'd made numerous attempts through the website to regain access to my account and all attempts failed. Their website offers zero assistance, the password reset emails were never sent after multiple requests. I've been unable to utilize the services I purchased, let alone stop the recurring charges that were just taken from my account. Ancestry.com's customer service call center is worthless and are refusing any assistance.

Desired Settlement: I want the recurring charges to stop being taken from my bank account and I want $77.70 charge refunded. My Ancestry.com account can remain inaccessible for all I care. I want nothing more to do with Ancestry.com

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 4, 2013 RE: **** ****** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ******'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. Being a respectable company is one of Ancestry.com's qualities that we endeavor on a daily bases. We drive to provide world class customer services. And make it a pleasant experience for all customers to join or cancel a membership with us. Unfortunately, we have many customers who have at one time or another neglected to cancel or simply forgotten that their membership will automatically renew. Our records indicate that Mr. ****** signed up for a 14 day free trial that would renew on a 6 month basis. Per the Terms of service on our website, all of our subscriptions automatically-renew after the free trial membership. In Mr. ******'s case, the membership continued to renew on a 6 month basis from April 10, 2013 to October 10, 2013. In this specific situation we were not contacted by Mr. ******. We have gone through our records and have not been able to locate any such communication with Mr. ****** until October 17, 2013. At this time we show the account has been canceled due to the dispute process that Mr. ****** has initiated through his financial institution. Because Mr. ****** chose to initiate the chargeback process, we are obligated to follow through on that process. If his financial institution determines that the funds should be returned to us, we are not in a position to dispute that decision. We recommend that Mr. ****** contact his financial infatuation to explain the factors they will be considering in making their decision. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Office Ancestry.com. 360 West 4800 North Provo, Utah XXXXX

11/20/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: 1. Ancestry personnel said they are a member of the BBB, but your website says they are not. 2. Their 14 day free trial was like a bait and switch. I subscribed to the 14 day free trial on Oct. 7, 2013, and it directed me to choose a term plan. Then I was charged $19.99 to my bank account. I went to cancel online on Oct 18, 2013, and they had a confusing message that no refund available to me because i signed for a term plan. Also, they told me on the phone that they were members of the BBB, but your website said they were not BBB accredited. Ancestry's sign up and cancellation web pages are confusing and I would like to know if they are above board. Thank you.

Desired Settlement: I would just like a refund, or to see their sign up and cancellation policies made more clear to understand.

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 4, 2013 RE: **** ********** - Case # XXXXXXXX To Whom It *** Concern, Thank you for forwarding Mr. **********'s complaint to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ********** has experienced in this situation. Our records indicate that Mr. ********** did not activate a 14 day free trial. We have indicated that Mr. ********** signed up for a monthly membership. We regret for any confusion that may have occurred. Currently, the account has been set to cancel on November 7, 2013 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and we are prepared to issue a full refund in the amount of $19.99 for the billing in question. Depending upon the payment method he used for this membership, it may take up to 3-5 days for this credit to become accessible within his financial institution. With this cancellation, Mr. **********'s access to the paid online databases will expire immediately and he will have no further billing from Ancestry.com. Because we want Mr. ********** to have success with his family research, he will have continued access to the free resources on our site as a, "Registered Guest." If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

11/20/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Today, Oct 29, 2013 I discovered that on the 27th $39.95 was charged to my account through PayPal. I do not have an account on file w/ancestry.com Today, Oct 29, 2013 I discovered that on the 27th, $39.95 was charged to my bank account through PayPal. I requested a password from archives four times and received nothing. I do not have a spam folder set-up on my email and I receive all other email. After coming to BBB, I found that Archives is Ancestry.com. Ancestry says that they have no record of my email address. I do not use ancestry.com, although I may have been there once, approximately three to five years ago. I now have no way to log in. I don't know what I am being charged for and I haven't received anything in return. I've never been charged by them before and I don't know why I am being charged now.

Desired Settlement: I want my money returned. I want to be removed from any list that they may have me on.

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 4, 2013 RE: **** ******** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mr. ********'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ******** has experienced in this situation. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a full refund to Mr. ******** in the amount of ****** for the past billing. Depending upon the payment method used for this membership, it may take up to 7-10 days for this credit to become accessible within her financial institution. With this cancellation, Mr. ********'s access to the paid online databases will expire immediately and he will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

11/19/2013 Problems with Product/Service | Read Complaint Details
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Complaint: please cancel my "free trial for obituary". i have read the MANY complaints on your canceling system. please do not let this happen to me.

Desired Settlement: i am 80 yrs old on social security $840 per mo. please just cancel my FREE trial.

Business Response: Initial Business Response /* (1000, 5, 2013/11/14) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 14, 2013 RE: ******** ** ******* - Case #XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. We have carefully reviewed the request and have the following response. Based on the information provided to us, we cannot locate an account in Ms. ******* name at Ancestry.com. In Ms. *******'s case description, she mentions a free trial for obituary. As we are not affiliated with a website called obituary, we feel she might have mistaken us for another company. If Ms. ******* would be so kind as to provide the following information, we will be able to better search our system for her account. Order Number or Cancel Confirmation number Full Name on Ancestry.com Accounts Full Address, Including Zip Code Any Email Addresses or Usernames Used Once we have received this additional information from Ms. *******, we will revisit her original inquiry to determine whether we *** be able to address the issue(s) raised. Ms. *******, is also welcome to contact our member services department by calling X-XXX-XXX-XXXX Monday - Sunday 8am to 8pm (MST). If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (2000, 7, 2013/11/19) */

11/14/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: charge to my credit card, they said my account was closed, but couldn't find why the charge to card. Was charge a $29 service fee due to overage I found a charge on my credit card by Ancestry.ca and due to that charge, there was a $29 fee for an overage to my card. My card has a very small limit, and keep track of things closely. I called ancestry and asked why there was a charge on my account. ********* said she said my account was closed and there shouldn't be a charge. Then she told me a supervisor reversed the charge but they would no reverse the overage charge. I asked several times to speak to a supervisor. She said there was none available. I asked for a reference # for my file so I could call back. She said that I would just have to call the toll free line.

Desired Settlement: I would like my $29.95 for the unauthorized charge to my credit card along with the $29 overage fee charge to me by my credit card company.

Business Response: Initial Business Response /* (1000, 5, 2013/10/29) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: XXX-XXX-XXXX Contact Email: *****************@ancestry.com October 29, 2013 RE: RE: ***** ******** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ******** response to us. We have carefully reviewed the request and have the following response. At Ancestry.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******** has experienced in this situation. Being a respectable company is one of Ancestry.com's qualities that we endeavor on a daily bases. We drive to provide world class customer services. And make it a pleasant experience for all customers to join or cancel a membership with us. We have many customers who have at one time or another neglected to cancel on the specified date or simply forgot that their membership would auto-renew. Our records indicate that Ms. ******** has two accounts with Ancestry.com. One of her accounts was set up under the email address of *********************** and contained a 14 day free trial that was activated on June 27, 2013 and canceled online that same day. It has since that time been a dormant account. We show Ms. ********'s other Ancestry.com account also contained a 14 day free trial that was activated under the email address of ***************. Our records indicate she signed up for 14 day free trial on August 27, 2013. Her trial membership ran from August 27, 2013 to the auto renewal date of September 10, 2013. Per the Terms of Service on our website, Ms. ******** was responsible to cancel on or before September 10, 2013, if she did not want to continue the subscription and be billed the $29.95 CAD. According to our records, no online cancelation or phone call was ever received from Ms. ******** indicating her desire to cancel prior to that date. Unfortunately, because Ms. ******** did not contact us before September 10, 2013 we are not responsible for any overdraft fees charged by Ms. ********'s bank due to insufficient funds having been in her bank account to cover the charge for her membership which was made in accordance with our policies. Thus, we regret to inform you that we are not able to reimburse her for those amounts. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web"

11/14/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: request for free 14 day free trial to be cancelled but never honored I got the free 14 day free trial for Ancestry.com back in March 2010 Everything I found personally was nothing but census and vague military records I was not interested in service provided so I called 1-800-ANCESTRY to cancelled before 14 day trail period, then went on with my busy life, recently I was reviewing my credit card statement with my husband who manages all are payment online we discovered that Ancestry.com had been charging my credit card for over 3 years 19.95 a month without my authorization. since I requested that service be cancelled after trail period I assumed it had been taking care, NOT SO! I contacted the company on this matter I was transferred a total of 4 times I spoke to 4 people 2 who were managers the 1st manager **** refused to assist me with the issue told me to call the next day, I called with my credit card rep from cap one to attempt to resolve this error I spoke to a manager by the name of **** she told me that the only thing this company would be willing to do is give a credit of 6 months of the 3 years they took almost a thousand dollars from me which is criminal. Please Beware of this site I don't know how many other people have been affected by this action!

Desired Settlement: I am seeking for this company to credit me back the full charges of what they have taken from me without my knowledge for the last 3+ yeas of charges @$19.95 I don't understand how a company can do such a thing !

Business Response: Initial Business Response /* (1000, 5, 2013/10/18) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com October 18, 2013 RE: ****** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *****'s complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Ms. ***** activated a 14 day free trial on March 13, 2010. Her trial membership ran from March 13th to the auto- renewal date of March 27, 2010. All of our subscriptions are set to automatically renew, as stated in our terms and conditions. When signing up for a membership (including trials) on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com's Terms & Conditions. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Ms. ***** indicating her desire to cancel. At this time the account has been canceled as of October 1, 2013, so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue an additional refund in the amount of $139.65 for the billings from September 2012 to March 2013. The confirmation number for this transaction is XXXXXXX. Depending on the payment method she used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. As we do not have the capability to refund beyond September of 2012, we would like to provide Ms. ***** with a free year to the World Deluxe membership, which has a $299.40 value. If this something she would like to accept, she is welcome to notify us though this correspondence or by emailing us at *****************@ancestry.com. Currently, the access to the databases associated with this membership has been terminated effective immediately and Ms. ***** will have no future billing from Ancestry.com. Because we want Ms. ***** to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Final Consumer Response /* (3000, 7, 2013/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company stated that I never request a cancelation when in fact I did request cancellation before 14 say period was complete online. This is a horrible thing that they took my money without my knowledge! when I contacted my credit card company Capitol one who recorded the call I demand a full refund and they gave me the run around this company has just sent a confirmation of cancellation to me on 10/1 10/2 twice and recent 10/18 Final Business Response /* (4000, 9, 2013/10/29) */ October 29, 2013 RE: ****** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you again for forwarding Ms. *****'s complaint to us. At Ancestry.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. Being a respectable company is one of Ancestry.com's qualities that we endeavor on a daily bases. We drive to provide world class customer services. And make it a pleasant experience for all customers to join or cancel a membership with us. We have many customers who have at one time or another neglected to cancel or simply forgot that their membership would renew. After speaking with such customers we have been able to compromise and able to solve the situation, whether it is by issuing a full refund, a partial refund or giving free membership time. We have gone through our records and have not been able to locate any such communication with Ms. ***** until October 1, 2013. According to our records, no online cancelation or phone call was ever received from Ms. ***** indicating her desire to cancel. We regret to inform you that Ms. ***** request for an additional refund will not be honored. We have already made an exception to our policy and refunded the most recent 13 months. Unfortunately, we are not in a position to grant any further refund. We regret any inconvenience this *** create. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. ******* Executive Office

11/11/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: ordered DNA kit on 10-5 and (was charged $99) asking for promotional price -- I received an email with promotional offer of $89. please credit $10 back to my account for the difference -- order #XXXXXXXXX

Desired Settlement: $10 refund

Business Response: Initial Business Response /* (1000, 5, 2013/10/24) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com October 24, 2013 RE: ****** ***** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ***** complaint to us. We have carefully reviewed the request and have the following response. We as a company have our customers in the bests of interest. We apologize for any inconveniences that have occurred from this situation. As a courtesy to you, we have issued a partial refund in the amount of $10.00; please note that it can take between 3-5 business days for these funds to become available within your financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com

11/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: Processed cancellation on July 17, 2013 and Sept 23,2013 online called today, no record, and comment "well you visited the site" To cancel yes! poor I went online to cancel on July 17 2013. I was out of the country and didn't know if I had met my date for the month, so when I was billed again, I canceled again on Sept 23. I called today and they received no record of cancellation. But they knew I was on the site on Sept 23, so "since I used it, I was charged" ???? I was on the site to cancel. I did read emails that were there, but that is not a part of the subscription. "Well, you used the site". Poor service, I was on hold for several minutes while I heard typing in the background. and exasperated "sighs". Very poor service, very unprofessional. Unfortunate, they seem to be improving their website, just very poor service. The customer service rep obviously has fielded these types of calls, he had his statements boring down pat. We went through the cancellation process, it was apparent he felt I did not know what I was doing. When we completed the process, he said, "there, it is showing up". No apologies, no fee compensation, my problem.

Desired Settlement: I would like Ancestry to reimburse one months fees, just to convince me that they are truly concerned of "customer service". I could honestly feel ok with requesting the whole $139.80, (the four months after my first cancellation) but the exasperation is not worth it. I also understand, that based on their "policies" this will likely not happen. Frustrated right now. I think they were making progress in improving their site, but there are others that are more professional.

Business Response: Initial Business Response /* (1000, 5, 2013/11/08) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 8, 2013 RE: ******** ************* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. ********* complaint to us. We have carefully reviewed the request and have the following response. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, online cancelation or phone call was ever received from Ms. ****** indicating her desire to cancel. At this time the account has been canceled as of October 28, 2013 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund in the amount of ******* for the past three billings. The confirmation number for this transaction is XXXXXXX. Depending on the payment method you Ms. ****** used for this membership, please note that it may take up to 3-5 days for this credit to post to her account. The access to the databases associated with this membership has been terminated effective immediately and she will have no future billing from Ancestry.com. Because we want her to have success with your family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by responding to this email. Sincerely, ******* Executive Response Team Ancestry.com "Connection and Strengthening Families through the World Wide Web" Initial Consumer Rebuttal /* (2000, 7, 2013/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am satisfied with the response from ancestry.com.

11/11/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: Archives.com has charged my credit card $59.95 for a one year membership that I do not want. In June 2010, I signed up for a 7 day free trial which I must have been able to cancel since I had a $0 balance according to their website. In Sept. 2012 I again went to their website and was lured into signing up for the 7 day free trial again - which I didn't remember signing up for 2 years prior. I thought I had cancelled my membership on the website, but I guess I didn't. My credit card was probably charged, but I didn't notice it. I just received my Sept 2013 credit card statement and notice a charge for Archives.com for another $59.95. I went to the website 10/27/13 to see what was going on and since I was able to get in, I did some searching. Noticing that you only get 1 free 7 day free trial, I immediately logged out and tried to figure out how to cancel the membership. I noticed the last time I was on the website was 9/10/2012 and hadn't used it all year. I called the phone # on my credit card bill, only to find out (from ***** that the new charge is for the upcoming year. I asked to cancel the membership and get 11 months worth of my $ back, but they would only let me cancel as of 9/18/2014 - a year from now. Now I will be billed 2 years in a row for a service that doesn't have the information I'm looking for. By the way, I didn't even know I had a membership and I haven't received any emails from them leading me to believe that I did.

Desired Settlement: At the very least, I would like 11 months worth of the membership fee back. At a cost of $59.95/month, I would like $55 back on my credit card. I would also like to request $59.95 back from the previous year that I did not use their website and had no knowledge of having a membership.

Business Response: Initial Business Response /* (1000, 5, 2013/11/08) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 8, 2013 RE: ***** ******* - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Ms. *******'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Ms. ******* has experienced in this situation. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a full refund to Ms. ******* in the amount of ****** for the past billing. Depending upon the payment method she used for this membership, it may take up to 3-5 days for this credit to become accessible within her financial institution. With this cancellation, Ms. *******'s access to the paid online databases will expire immediately and she will have no further billing from Archives.com. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Initial Consumer Rebuttal /* (2000, 7, 2013/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) This response is fair.

11/11/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I was billed for something i never received or that i agreed to when i called to cancel they told me i would not be charged again and i was. i signed up for 30 day free trial and after the 30 days they continued charging me i called them and they cancelled it and then assured me i wouldnt be charged again then the following month they charged me again when i called the second time they said they wouldnt take the 19.99 off my credit card i never used there product after the 30 day trial and they can verify that but they still refuse to take the second charge off my account i shouldnt of had to pay for the first 19.99 but i did because they assured me it wouldnt be charged again

Desired Settlement: i want them to honor there agreement when i cancelled they said there was no other payments pending and then after second phone call they said there were pending charges so they will not refund me the 19.99

Business Response: Initial Business Response /* (1000, 5, 2013/11/08) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 8, 2013 RE: **** ***************** - Case: XXXXXXXX To Whom It May Concern, Thank you for forwarding Mrs. Moorehead's complaint to us. We have carefully reviewed the request and have the following response. As a company, we strive to serve our customers' best interests. Unfortunately, we have many customers who have at one time or another neglected to cancel or who simply forgot that their membership would auto-renew. Our records indicate that Mrs. ********* activated a 14 day free trial membership on July 31, 2013. Her trial membership ran from July 31, 2013 to the auto-renewal date of August 14, 2013. All of our subscriptions are set to automatically renew, as stated during the sign up process and in our terms and conditions. When signing up for a membership on Ancestry.com, users are required to confirm that they have viewed and accepted Ancestry.com Terms & Conditions. Additionally, the registration process states multiple times that the subscription will automatically renew and provides the member with the information if they wish to cancel. Because of these terms, our members are responsible to cancel online, or by contacting us at our toll free number X-XXX-XXX-XXXX prior to the renewal date if they do not wish to continue the subscription for the next billing period. According to our records, no online cancelation or phone call was ever received from Mrs. ********* indicating her desire to cancel until October 22, 2013. At this time the account has been canceled as of October 22, 2013 so there will be no further renewals or charges. Because we are committed to providing superior customer service, we are prepared to make an exception to our policies and issue a refund in the amount of $39.98 for the past two billings. The confirmation number for this transaction is XXXXXXX. Depending on the payment method Mrs. ********* used for this membership, please note that it may take up to 3-5 days for this credit to post to his account. The access to the databases associated with this membership has been terminated effective immediately and she will have no future billing from Ancestry.com. Because we want her to have success with her family research, she will have continued access to the free resources on our site as a registered guest. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX or by responding to this email. Sincerely, ******* Ancestry.com Final Consumer Response /* (2000, 7, 2013/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/6/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I ordered a death certificate on 9/5.2013 from Archives online. There web page said there was a death certificate of my g grandmother **** *** in California dated 11/5/1946. So I payed Archives 54.95 for them to get it for me. I received a letter from Santa Barbara, County, California stating they had no certificate of my g grandmother. I then contacted Archives to get my money back and they will not refund me. I would not have ordered this certificate if it wasn't for the fact that they had said there was one there.Is there anything I can do? Product_Or_Service: Death Certificate

Desired Settlement: DesiredSettlementID: Refund I would like to have my 54.95 refunded.

Business Response: Initial Business Response /* (1000, 5, 2013/11/04) */ Contact Name and Title: *******, Executive Office Response Team Contact Phone: X-XXX-XXX-XXXX Contact Email: *****************@ancestry.com November 4, 2013 RE: **** ***** - Case: XXXXXXXX To Whom It *** Concern, Thank you for forwarding Mr. *****'s complaint to us. At Archives.com, we are committed to providing excellent customer service and hold our customers' satisfaction in the highest regard. At Archives.com, we strive to always provide excellent customer service. We realize that when a customer makes a purchase from us, they are making an investment in their family and we take this trust very seriously. We sincerely regret any frustration that Mr. ***** has experienced in this situation. Because we are committed to providing superior customer service, we have made an exception to our policies as they regard membership and are prepared to issue a full refund to Mr. ***** in the amount of $54.95 for the past billing. Depending upon the payment method used for this membership, it *** take up to 3-5 days for this credit to become accessible within hisr financial institution. If you have any questions regarding this or any other matters pertaining to Ancestry.com, please do not hesitate to contact us at X-XXX-XXX-XXXX. Sincerely, ******* Executive Response Team Ancestry.com Final Consumer Response /* (2000, 7, 2013/11/06) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/5/2013 Problems with Product/Service | Read Complaint Details
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